Complaint: [redacted] I am rejecting this response because:Your VoD menu options has a Section titled "Available with Upgrade." Gee, that's not all misleading I know I have to pay more for those shows.So, explain the difference that has [redacted] listed in the Free on Demand section -- but requires extra payment.As you said, "this is a great way to let customers know of the perks they can receive by subscribing to a premium movie channel." But it's very misleading Move the icon to "Available with Upgrade" list and I can't complain about your bait-and-switch tacticsMeanwhile, I have been experiencing terrible reception for the past week During attempts to reset my receiver, my entire DVD was erased Even after it was erased, I still kept getting messages that the DVD needed to be erased (All of this happened since I filed the original complaint, above Coincidence? Since I've had no particular problems in the past, I don't think so.)I placed multiple calls to Customer Service yesterday (July 30), but the problem is still not resolved One of the reps said that several people had called with similar service complaints and it was being investigated He offered no insights as to when the situation would be resolved As a result of these service failures, I have decided to seek out another service provider Look for a notice to discontinue service within the next -days [redacted] Sincerely, Karen [redacted]
December 22, Mr [redacted] Re: Revdex.com Complaint # [redacted] Dear Mr [redacted] : On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com You expressed concern with the balance on your accountYou indicated that you placed your service on DISH Pause and the service was restored without notification While DISH Network offers DISH Pause for three, six or nine months, our records show that your service was placed on DISH Pause for six months on March 31, DISH Pause was automatically removed on October 2, 2015, because the allowed time frame had been exceededNotification of the removal was sent to [redacted] on October 1, While your service was again placed on DISH Pause on October 30, 2015, there was an unpaid service balance of $left on the accountAs you requested, the service was disconnected on December 1, At that time, your account was left with a balance of $94.36, which included two box return fees of $ When I spoke with you by phone today, I advised you that I removed these charges, leaving your account with a zero balanceWe regret any inconvenience this issue may have caused You also 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] ***
March 6, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On March 1, 2018, we received your complaint, dated February 28, 2018, filed with the Revdex.com You expressed further concern with the debit of $that was applied to your credit card account for unreturned equipmentYou again stated that you were not provided with a box and shipping label in a timely mannerYou requested to be compensated $ As previously advised, DISH Network requires the equipment to be returned within days from the date of disconnectionAlthough DISH Network will provide boxes and shipping labels for the return of the equipment, a charge of $(previously $12.00) is applied to your account for the cost Our records confirm that a full refund of $was processed once the equipment was returnedWe are unable to honor your request for compensation If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
February 22, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On February 19, 2018, we received your complaint, dated February 16, 2018, filed with the Revdex.com You said that you experienced signal loss due to weather conditionsYou also expressed dissatisfaction with the serviceIn addition, you said that local channels were removed from your programming lineup and they took a lengthy amount of time to be restoredFurthermore, you maintain that you have not received copy of a signed agreement and you disputed the early termination feeYou also asked that the collection be removed from your credit report and that you receive a refund Please note that weather conditions can affect the satellite signal When it rains or snows, you may lose your signal until the rain stopsI regret that you were dissatisfied with the service Periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer high-quality content at a fair valueWe reached an agreement with Tribune Broadcasting (owner of WDAF channel 4) in September 2016, and the channel was restoredIn March 2017, we were in negotiations with Hearst Broadcasting (owner of KCPT)When an agreement was reached on April 26, 2017, the channel was restoredWe disclose in our agreements that we reserve the right to add, delete, rearrange, alter change and/or eliminate programmingYou may view our agreements online at www.dish.com You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment (copy enclosed)Because your service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination feeIn addition, you were billed two $equipment return fees Our records reveal that you spoke with MsJenna Woolam, a DISH Network Dispute Resolution Specialist, on May 1, MsWoolam explained that the early termination fee is valid and asked that the balance of $be paid When we spoke on February 21, 2018, I advised you that I made an exception and reduced the early terminality fee to $100.00, making a balance due of $This balance includes the early termination and equipment return fees, and charges for service rendered through the disconnection dateI also offered to provide you with a letter, showing the status of your account, after the balance is paid in fullYou disagreed We are unable to honor your refund requestI asked the collection agency to cease contact with you If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/06/29) */ June 24, [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On June 22, 2015, we received your complaint, dated June 17, 2015, filed with the Revdex.com You expressed concern that your entertainment center was damaged by the DISH Network technician when a technician visit was completed on May 28, You maintain that no one has contacted you regarding this issue Our records reveal that a claim has been opened and is being addressed through our Corporate Field Resolutions (CFR) DepartmentPlease contact Mr [redacted] directly at XXX-XXX-XXXX, extension XXXXX When I spoke with you by telephone today, you informed me that someone from the furniture repair company contacted you on June 19, They told you that they would call you back to schedule the pickup of the entertainment center to bring to their shop for repairYou requested a speedier reply and I contacted the CFR Department again MrBellis notified me that he contacted you and requested a copy of the pictures of the damage to the entertainment center 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] ***
Tell us why here...April 8, Ms [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On April 5, 2016, we received your rebuttal, dated April 4, 2016, filed with the Revdex.comYou expressed concern with the increased monthly programming priceYou also provided feedback regarding your customer service experienceI attempted to reach you at [redacted] on April 5, and 8, I left three voice messages It is not my intent to add to your frustration You received a total of $in programming credits over the last monthsWe are unable to continue to provide monthly discounts for services renderedTo assist with the cost of service, you may downgrade your programming package at any time If you would like to review your recorded calls and account records, you may submit a subpoena request to: DISH Network LLC [redacted] *** If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
February 19, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On January 31, 2018, we received your complaint, dated January 30, 2018, filed with the Revdex.com I unsuccessfully attempted to contact you at ( [redacted] and ( [redacted] on February 19, 2018, and I left three messagesI also sent an email to [redacted] with a request to contact me I received an email from you requesting to respond via emailThis correspondence stands as my written response You maintain that you did not want equipment shipped until after you returned from vacation after ChristmasYou mentioned that the boxes shipped to a military address and they were returnedYou requested that the unreturned equipment fees be removed from your account A review of the call on December 19, 2017, reveals that the agent advised you the system will automatically generate return boxesYou then provided her with your work address ( [redacted] ***) We received the equipment on January 24, 2018, and the unreturned equipment fees were reversed on that dayThere is no balance due A billing statement with the unreturned equipment fees did not generate until after the equipment was returned (copy enclosed)However, please note that your online account would show this recent activity If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
[redacted] ** [redacted] *** [redacted] [redacted] Dear Mr [redacted] : On January 6, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.comYou expressed concern that you received a collection notice for over $after we refunded your payment of $When you called us to report your concern, we advised you that the refund was validYou requested that your account be removed from collectionsWhen I spoke with you by telephone today, I explained that your TV and internet services were bundled and when you called in you were given correct informationThere is no balance due for TV service; therefore, the refund was validHowever, there is a balance due for the internet serviceIt includes prorated charges and a $fee for an unreturned modemYour last payment covered charges up to April 9, 2015, but you received service until May 6, I have enclosed a copy of your final billing statement for your recordsI apologize for the confusionI requested that the charges be removed from your account and from collectionsPlease allow six to eight weeks for processingIf 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 through Friday 7:am to 3:pm MDT ###-###-#### [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted]
February 6, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On January 23, 2018, we received your complaint, dated January 22, 2018, filed with the Revdex.com You expressed concern with the following issues: · Disconnection · Price · Shipping equipment return · Equipment return fee · Collections · Customer service Because of technical issues that you experienced, you requested that your account be disconnectedHowever, it was not and you continued to be billedOur records reveal that your account could not be disconnected because you were unable to verify the account informationI apologize for the inconvenience; however, per our policy, we require that account verification be performed in order to prevent any fraudulent activity You said that you were quoted a rate of $but your bill was $Our records reveal that the $adjustment to reduce your price did not post to your account until after your bill cycled You equipment was received on December 29, You mentioned the return of the equipment and the $equipment return feesDISH Network does not retrieve the equipmentWe provide boxes and return labels to return the equipmentWe regret that you do not agree with our policy and procedures Your account was referred to collections because an unpaid balance remained on your accountAs an exception, I removed the $balance and notified collections to remove the account from the credit reporting agencies We strive to provide excellent service and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a DISH Network customer If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 7, Mr [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On February 28, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your accountYou said that you only wanted internet service, but you were required to establish TV serviceYou also maintain that you contacted us numerous times to cancel the service Your DISH Network service was activated on February 17, 2018, with a 24-month commitment through Infinity Sales Group, an independent companyPlease be advised that the term commitment applies for our service and does not include internet and/or phone services A review of the sales call found that both TV and internet service were requested and accepted by you Our records show that the calls we received from you regarding this matter were after your TV service was installedAs DISH Network does not offer a trial period for our service, an early termination fee would have applied Your service was disconnected on February 27, Since your term commitment was not fulfilled, you were charged an early termination fee of $ When I spoke with you by phone on February 28, 2018, I advised you that I made an exception and reversed the fee from your account If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
January 21, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On January 20, 2016, we received your complaint, dated January 17, 2016, filed with the Revdex.com You expressed concern with your attempts to establish DISH Network service DISH Network monitors all sales for suspicious and potentially fraudulent activityOur system detected that the information you provided matched two of the attributes listed on an existing DISH Network accountAlthough we were unable to proceed with the order initially, our records confirm that a service order was established on January 17, 2016, with an installation date of January 18, 2016, but you opted to cancel the service orderPlease be advised that the previous customer’s debt is not attached to your name When I spoke with your wife by phone on January 20, 2016, she indicated that the matter was previously resolved We strive to provide excellent service and regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc:
Initial Business Response / [redacted] */ April 23, Ms [redacted] Rivermont Dr Sheffield, AL XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On April 22, 2015, we received your complaint, dated April 21, 2015, filed with the Revdex.com You said that you closed your account due to poor reception and that you paid your final bill and returned the equipmentHowever, you have been billed for unreturned equipment and you asked that the charges be waived When we spoke by phone I informed you that we received your equipment as of April 22, 2015, and the charges have been reversed I also advised you that because of the issues you experienced with our service, I waived your early termination feeA $refund will be applied to your credit card account within the next three business days If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, Scott Diaz Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2015/10/08) */ October 5, Mr [redacted] Aguadilla, PR XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 28, 2015, we received your complaint, dated September 25, 2015, filed with the Revdex.com You requested boxes and labels with which to return your leased equipment I emailed you at [redacted] @msn.comI offered to email you UPS labels to use to return your leased equipment, but I have not heard back from you Please email me at [redacted] @DISH.com to advise me if this is acceptable to you 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] ***
January 29, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com You indicated that you did not accept the resolution offeredYou were dissatisfied with the six to eight weeks required to reissue and ship the replacement gift card While we regret that you do not agree with the solution provided, we are unable to expedite the reissue processIn consideration for the inconvenience, I did apply a $monthly credit to your account for six monthsTo follow up on the gift card status, you can call [redacted] 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] Tell us why here
Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ June 3, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On June 1, 2015, we received your complaint, dated [redacted] 27, 2015, filed with the Revdex.com You disputed the $early termination fee that was applied to this accountYou indicated that your mother called to downgrade service and instead she was sent a new receiver that included a new 24-month commitment When I spoke with you by telephone today, I advised you that after a review of the call, I waived the $early termination feeI also removed the $Promise-to-Pay fee and the $box return feeThe remaining balance of $is for service that was rendered You informed me that you did not open the new receiver and you returned it to UPS We strive to provide excellent service and regret that this experience was unfavorableWe thank you for your business and we are disappointed to lose you as a DISH Network customer If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) They resolved my issue
Dear Mr [redacted] : On April 29, 2016, we received your rebuttal, dated April 29, 2016, filed with the Revdex.comYou maintain that you were offered a monthly rate of $for six monthsI reviewed the direct recording of your calls and found the offer of a monthly $credit for six monthsThe agent did not offer a monthly rate of $for six monthsWhile we regret that you do not agree, our records indicate that you received the credits you were promisedIf 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
October 31, Dear Ms [redacted] : On October 26, 2016, we received your complaint, dated October 23, 2016, filed with the Revdex.com My attempts to reach you by phone on October 27, and 31, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that when your account was closed you had a credit balance of $and you haven’t received a refundYou requested that we provide you with a refund A refund of $has been submitted; please allow five to seven business days for the funds to be placed on the credit card account they were debited from 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 ###-###-####
Complaint: [redacted] I am rejecting this response because:Dish has continued to be unprofessional to a fellow consumer They advertise a quality viewing experience and that is NOT what I experienced They keep referring to services they claim I should have contacted but, this still goes against what they promise consumers when they lure us to signing contracts Dish has falsely represented there product and I have been made the victim to their outrageous termination fee in which they took out of my checking account without my permission Sincerely,
November 10, Dear Ms***: On November 9, 2016, we received your complaint, dated November 4, 2016, filed with the Revdex.com You expressed concern that you were not receiving Cartoon Network West You said DISH Network advertised that it was included in the Flex Pack When we spoke, I requested a copy of the advertisement to which you referred, as all DISH Network advertisements state that Cartoon Network West is only available in the Kid’s Pack When you forwarded me the advertisement, I found that it came from an independent retailer, Infinity SalesWe have contacted Infinity Sales and they have corrected their advertisements to reflect the accurate channels for the Flex Pack We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing this issue to our attention If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
January 27, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-### [redacted] Dear Mr [redacted] : On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.comMy attempts to contact you by phone at ###-###-#### on January 25, and 27, 2016, were unsuccessful; however, I left three messagesYou expressed concern with the early termination fee that was applied to your accountYou maintain that the A&E channel was not available in the initial package that you selected and you had to upgrade your packageYour service was activated on October 7, 2015, with a 24-month commitment through Dish One Satellite LLCOur records show that you contacted us before your installation was completed regarding your programming concernsHowever, you opted to upgrade your package and to have your installation completedYour service was disconnected on January 19, Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountI made an exception and reversed the early termination feeYour account will be left with a service balance of $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 – 3:pm MDT ###-###-#### cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because:Your VoD menu options has a Section titled "Available with Upgrade." Gee, that's not all misleading I know I have to pay more for those shows.So, explain the difference that has [redacted] listed in the Free on Demand section -- but requires extra payment.As you said, "this is a great way to let customers know of the perks they can receive by subscribing to a premium movie channel." But it's very misleading Move the icon to "Available with Upgrade" list and I can't complain about your bait-and-switch tacticsMeanwhile, I have been experiencing terrible reception for the past week During attempts to reset my receiver, my entire DVD was erased Even after it was erased, I still kept getting messages that the DVD needed to be erased (All of this happened since I filed the original complaint, above Coincidence? Since I've had no particular problems in the past, I don't think so.)I placed multiple calls to Customer Service yesterday (July 30), but the problem is still not resolved One of the reps said that several people had called with similar service complaints and it was being investigated He offered no insights as to when the situation would be resolved As a result of these service failures, I have decided to seek out another service provider Look for a notice to discontinue service within the next -days [redacted] Sincerely, Karen [redacted]
December 22, Mr [redacted] Re: Revdex.com Complaint # [redacted] Dear Mr [redacted] : On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com You expressed concern with the balance on your accountYou indicated that you placed your service on DISH Pause and the service was restored without notification While DISH Network offers DISH Pause for three, six or nine months, our records show that your service was placed on DISH Pause for six months on March 31, DISH Pause was automatically removed on October 2, 2015, because the allowed time frame had been exceededNotification of the removal was sent to [redacted] on October 1, While your service was again placed on DISH Pause on October 30, 2015, there was an unpaid service balance of $left on the accountAs you requested, the service was disconnected on December 1, At that time, your account was left with a balance of $94.36, which included two box return fees of $ When I spoke with you by phone today, I advised you that I removed these charges, leaving your account with a zero balanceWe regret any inconvenience this issue may have caused You also 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] ***
March 6, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On March 1, 2018, we received your complaint, dated February 28, 2018, filed with the Revdex.com You expressed further concern with the debit of $that was applied to your credit card account for unreturned equipmentYou again stated that you were not provided with a box and shipping label in a timely mannerYou requested to be compensated $ As previously advised, DISH Network requires the equipment to be returned within days from the date of disconnectionAlthough DISH Network will provide boxes and shipping labels for the return of the equipment, a charge of $(previously $12.00) is applied to your account for the cost Our records confirm that a full refund of $was processed once the equipment was returnedWe are unable to honor your request for compensation If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
February 22, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On February 19, 2018, we received your complaint, dated February 16, 2018, filed with the Revdex.com You said that you experienced signal loss due to weather conditionsYou also expressed dissatisfaction with the serviceIn addition, you said that local channels were removed from your programming lineup and they took a lengthy amount of time to be restoredFurthermore, you maintain that you have not received copy of a signed agreement and you disputed the early termination feeYou also asked that the collection be removed from your credit report and that you receive a refund Please note that weather conditions can affect the satellite signal When it rains or snows, you may lose your signal until the rain stopsI regret that you were dissatisfied with the service Periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer high-quality content at a fair valueWe reached an agreement with Tribune Broadcasting (owner of WDAF channel 4) in September 2016, and the channel was restoredIn March 2017, we were in negotiations with Hearst Broadcasting (owner of KCPT)When an agreement was reached on April 26, 2017, the channel was restoredWe disclose in our agreements that we reserve the right to add, delete, rearrange, alter change and/or eliminate programmingYou may view our agreements online at www.dish.com You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment (copy enclosed)Because your service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination feeIn addition, you were billed two $equipment return fees Our records reveal that you spoke with MsJenna Woolam, a DISH Network Dispute Resolution Specialist, on May 1, MsWoolam explained that the early termination fee is valid and asked that the balance of $be paid When we spoke on February 21, 2018, I advised you that I made an exception and reduced the early terminality fee to $100.00, making a balance due of $This balance includes the early termination and equipment return fees, and charges for service rendered through the disconnection dateI also offered to provide you with a letter, showing the status of your account, after the balance is paid in fullYou disagreed We are unable to honor your refund requestI asked the collection agency to cease contact with you If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/06/29) */ June 24, [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On June 22, 2015, we received your complaint, dated June 17, 2015, filed with the Revdex.com You expressed concern that your entertainment center was damaged by the DISH Network technician when a technician visit was completed on May 28, You maintain that no one has contacted you regarding this issue Our records reveal that a claim has been opened and is being addressed through our Corporate Field Resolutions (CFR) DepartmentPlease contact Mr [redacted] directly at XXX-XXX-XXXX, extension XXXXX When I spoke with you by telephone today, you informed me that someone from the furniture repair company contacted you on June 19, They told you that they would call you back to schedule the pickup of the entertainment center to bring to their shop for repairYou requested a speedier reply and I contacted the CFR Department again MrBellis notified me that he contacted you and requested a copy of the pictures of the damage to the entertainment center 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] ***
Tell us why here...April 8, Ms [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On April 5, 2016, we received your rebuttal, dated April 4, 2016, filed with the Revdex.comYou expressed concern with the increased monthly programming priceYou also provided feedback regarding your customer service experienceI attempted to reach you at [redacted] on April 5, and 8, I left three voice messages It is not my intent to add to your frustration You received a total of $in programming credits over the last monthsWe are unable to continue to provide monthly discounts for services renderedTo assist with the cost of service, you may downgrade your programming package at any time If you would like to review your recorded calls and account records, you may submit a subpoena request to: DISH Network LLC [redacted] *** If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
February 19, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On January 31, 2018, we received your complaint, dated January 30, 2018, filed with the Revdex.com I unsuccessfully attempted to contact you at ( [redacted] and ( [redacted] on February 19, 2018, and I left three messagesI also sent an email to [redacted] with a request to contact me I received an email from you requesting to respond via emailThis correspondence stands as my written response You maintain that you did not want equipment shipped until after you returned from vacation after ChristmasYou mentioned that the boxes shipped to a military address and they were returnedYou requested that the unreturned equipment fees be removed from your account A review of the call on December 19, 2017, reveals that the agent advised you the system will automatically generate return boxesYou then provided her with your work address ( [redacted] ***) We received the equipment on January 24, 2018, and the unreturned equipment fees were reversed on that dayThere is no balance due A billing statement with the unreturned equipment fees did not generate until after the equipment was returned (copy enclosed)However, please note that your online account would show this recent activity If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
[redacted] ** [redacted] *** [redacted] [redacted] Dear Mr [redacted] : On January 6, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.comYou expressed concern that you received a collection notice for over $after we refunded your payment of $When you called us to report your concern, we advised you that the refund was validYou requested that your account be removed from collectionsWhen I spoke with you by telephone today, I explained that your TV and internet services were bundled and when you called in you were given correct informationThere is no balance due for TV service; therefore, the refund was validHowever, there is a balance due for the internet serviceIt includes prorated charges and a $fee for an unreturned modemYour last payment covered charges up to April 9, 2015, but you received service until May 6, I have enclosed a copy of your final billing statement for your recordsI apologize for the confusionI requested that the charges be removed from your account and from collectionsPlease allow six to eight weeks for processingIf 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 through Friday 7:am to 3:pm MDT ###-###-#### [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted]
February 6, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On January 23, 2018, we received your complaint, dated January 22, 2018, filed with the Revdex.com You expressed concern with the following issues: · Disconnection · Price · Shipping equipment return · Equipment return fee · Collections · Customer service Because of technical issues that you experienced, you requested that your account be disconnectedHowever, it was not and you continued to be billedOur records reveal that your account could not be disconnected because you were unable to verify the account informationI apologize for the inconvenience; however, per our policy, we require that account verification be performed in order to prevent any fraudulent activity You said that you were quoted a rate of $but your bill was $Our records reveal that the $adjustment to reduce your price did not post to your account until after your bill cycled You equipment was received on December 29, You mentioned the return of the equipment and the $equipment return feesDISH Network does not retrieve the equipmentWe provide boxes and return labels to return the equipmentWe regret that you do not agree with our policy and procedures Your account was referred to collections because an unpaid balance remained on your accountAs an exception, I removed the $balance and notified collections to remove the account from the credit reporting agencies We strive to provide excellent service and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a DISH Network customer If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 7, Mr [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On February 28, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your accountYou said that you only wanted internet service, but you were required to establish TV serviceYou also maintain that you contacted us numerous times to cancel the service Your DISH Network service was activated on February 17, 2018, with a 24-month commitment through Infinity Sales Group, an independent companyPlease be advised that the term commitment applies for our service and does not include internet and/or phone services A review of the sales call found that both TV and internet service were requested and accepted by you Our records show that the calls we received from you regarding this matter were after your TV service was installedAs DISH Network does not offer a trial period for our service, an early termination fee would have applied Your service was disconnected on February 27, Since your term commitment was not fulfilled, you were charged an early termination fee of $ When I spoke with you by phone on February 28, 2018, I advised you that I made an exception and reversed the fee from your account If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
January 21, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On January 20, 2016, we received your complaint, dated January 17, 2016, filed with the Revdex.com You expressed concern with your attempts to establish DISH Network service DISH Network monitors all sales for suspicious and potentially fraudulent activityOur system detected that the information you provided matched two of the attributes listed on an existing DISH Network accountAlthough we were unable to proceed with the order initially, our records confirm that a service order was established on January 17, 2016, with an installation date of January 18, 2016, but you opted to cancel the service orderPlease be advised that the previous customer’s debt is not attached to your name When I spoke with your wife by phone on January 20, 2016, she indicated that the matter was previously resolved We strive to provide excellent service and regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc:
Initial Business Response / [redacted] */ April 23, Ms [redacted] Rivermont Dr Sheffield, AL XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On April 22, 2015, we received your complaint, dated April 21, 2015, filed with the Revdex.com You said that you closed your account due to poor reception and that you paid your final bill and returned the equipmentHowever, you have been billed for unreturned equipment and you asked that the charges be waived When we spoke by phone I informed you that we received your equipment as of April 22, 2015, and the charges have been reversed I also advised you that because of the issues you experienced with our service, I waived your early termination feeA $refund will be applied to your credit card account within the next three business days If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, Scott Diaz Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2015/10/08) */ October 5, Mr [redacted] Aguadilla, PR XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 28, 2015, we received your complaint, dated September 25, 2015, filed with the Revdex.com You requested boxes and labels with which to return your leased equipment I emailed you at [redacted] @msn.comI offered to email you UPS labels to use to return your leased equipment, but I have not heard back from you Please email me at [redacted] @DISH.com to advise me if this is acceptable to you 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] ***
January 29, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com You indicated that you did not accept the resolution offeredYou were dissatisfied with the six to eight weeks required to reissue and ship the replacement gift card While we regret that you do not agree with the solution provided, we are unable to expedite the reissue processIn consideration for the inconvenience, I did apply a $monthly credit to your account for six monthsTo follow up on the gift card status, you can call [redacted] 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] Tell us why here
Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ June 3, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On June 1, 2015, we received your complaint, dated [redacted] 27, 2015, filed with the Revdex.com You disputed the $early termination fee that was applied to this accountYou indicated that your mother called to downgrade service and instead she was sent a new receiver that included a new 24-month commitment When I spoke with you by telephone today, I advised you that after a review of the call, I waived the $early termination feeI also removed the $Promise-to-Pay fee and the $box return feeThe remaining balance of $is for service that was rendered You informed me that you did not open the new receiver and you returned it to UPS We strive to provide excellent service and regret that this experience was unfavorableWe thank you for your business and we are disappointed to lose you as a DISH Network customer If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) They resolved my issue
Dear Mr [redacted] : On April 29, 2016, we received your rebuttal, dated April 29, 2016, filed with the Revdex.comYou maintain that you were offered a monthly rate of $for six monthsI reviewed the direct recording of your calls and found the offer of a monthly $credit for six monthsThe agent did not offer a monthly rate of $for six monthsWhile we regret that you do not agree, our records indicate that you received the credits you were promisedIf 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
October 31, Dear Ms [redacted] : On October 26, 2016, we received your complaint, dated October 23, 2016, filed with the Revdex.com My attempts to reach you by phone on October 27, and 31, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that when your account was closed you had a credit balance of $and you haven’t received a refundYou requested that we provide you with a refund A refund of $has been submitted; please allow five to seven business days for the funds to be placed on the credit card account they were debited from 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 ###-###-####
Complaint: [redacted] I am rejecting this response because:Dish has continued to be unprofessional to a fellow consumer They advertise a quality viewing experience and that is NOT what I experienced They keep referring to services they claim I should have contacted but, this still goes against what they promise consumers when they lure us to signing contracts Dish has falsely represented there product and I have been made the victim to their outrageous termination fee in which they took out of my checking account without my permission Sincerely,
November 10, Dear Ms***: On November 9, 2016, we received your complaint, dated November 4, 2016, filed with the Revdex.com You expressed concern that you were not receiving Cartoon Network West You said DISH Network advertised that it was included in the Flex Pack When we spoke, I requested a copy of the advertisement to which you referred, as all DISH Network advertisements state that Cartoon Network West is only available in the Kid’s Pack When you forwarded me the advertisement, I found that it came from an independent retailer, Infinity SalesWe have contacted Infinity Sales and they have corrected their advertisements to reflect the accurate channels for the Flex Pack We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing this issue to our attention If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
January 27, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-### [redacted] Dear Mr [redacted] : On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.comMy attempts to contact you by phone at ###-###-#### on January 25, and 27, 2016, were unsuccessful; however, I left three messagesYou expressed concern with the early termination fee that was applied to your accountYou maintain that the A&E channel was not available in the initial package that you selected and you had to upgrade your packageYour service was activated on October 7, 2015, with a 24-month commitment through Dish One Satellite LLCOur records show that you contacted us before your installation was completed regarding your programming concernsHowever, you opted to upgrade your package and to have your installation completedYour service was disconnected on January 19, Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountI made an exception and reversed the early termination feeYour account will be left with a service balance of $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 – 3:pm MDT ###-###-#### cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***