March 1, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 25, 2016, we received your complaint, dated February 23, 2016, filed with the Revdex.com You disputed the balance associated with your DISH Network account You indicated that you experienced technical issues which led you to disconnect your TV and internet service I attempted to reach you at [redacted] on February and 29, 2016, and on March 1, I left three voicemails In my last message, I advised you that our records indicate that an agent in our Office of the President offered to waive your internet early termination fee on April 24, 2014, but you declined You then contacted us to place your internet and TV services on DISH Pause, but you were advised that we are unable to pause the internet service You requested to disconnect both services and you declined to pay either early termination fee As a courtesy, I waived the $internet early termination fee; however, as you received the benefits of the 24-month TV commitment (including a free iPad) and as we have no record of any calls for technical issues, your TV early termination fee of $is valid We request that your balance of $be paid If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] * cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ September 18, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 18, 2015, we received your complaint, dated September 17, 2015, filed with the Revdex.com You said that your DISH Network account was restarted after you requested that it be disconnected Our records indicate that this issue was addressed through the [redacted] Enclosed is a copy of our response 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] September 18, Mr [redacted] XXXXX Re: FCC complaint # XXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 16, 2015, we received your complaint, dated September 15, 2015, filed with the [redacted] You said that your DISH Network account was restarted without your knowledge and you requested a credit of $ I attempted to reach you at (XXX) XXX-XXXX on September 16, and 18, 2015, and I left three voicemails In my last message, I advised you that a refund of $was sent to your bank today We appreciate you bringing this issue to our attention so we may better investigate it, and we sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (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: [redacted] XXXXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I have not recieved any of the correspondence posted on the Revdex.com site, I did check with the credit card company and the statement shows a credit of $from DISH I would like to note that the phone messages left by Mr Simons were not very clearI did call him back, but he was out, so I left him a message We do consider the matter closed
March 31, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com My attempts to reach you by phone on March 29, and 31, 2016, have been unsuccessful; however, I was able to leave two voice messages You said that you moved and your landlord will not allow anything to be attached to the propertyYou expressed concern regarding the fee to move your system and the fee you will be charged for closing your account before your commitment has been fulfilledYou asked that we waive your early termination fee Our records reflect that when you spoke with our customer service agent on March 23, 2016, they offered to waive the $fee to move your serviceIn addition, we offer a non-penetration mount for customers who don’t want any holes drilled into the propertyHowever, if you close your account before your commitment has been fulfilled, you will be charged an early termination feeEnclosed is a copy of your contract which states you are still bound by the agreement if you change your residence 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]
Dear ***, It was good to finally connectPlease thank the operator for locating you so we could finally have a conversationAs we discussed on the phone we will not accept the offer until we receive confirmation that the service being offered matches the service we originally orderedOnce you can confirm this we can assess Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ June 25, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 17, 2015, we received your correspondence, dated June 16, 2015, filed with the Revdex.com You indicated that you were overcharged on your June billYour service was pending disconnection due to the issue and you are displeased with the increased cost of your DISH Network serviceYou requested that the error be correctedYou would like a refund for the overpayment, and the return shipping charges waived In our June 17, 2015, email correspondence you confirmed that the issue was addressed and your service was not disconnectedYou were also offered monthly discounts on your serviceWe reviewed the billing issuesYou indicated that you were promised you would not be billed until JulyI offered to resolve the $account balance for JuneYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ June 17, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the Revdex.com You said that DISH Network is charging you for unreturned equipment, which you claim you returnedYou requested that the charges be waived and the debt be removed from your credit report When we spoke by phone, I informed you your account balance consists of a $early termination fee and $in services rendered, and that you're not being charged for unreturned equipmentI agreed to have the early termination fee waived, but advised you that the remaining balance of $is validI also offered to have the debt removed from your credit report once it has been paidI have enclosed copies of your February, March and April billing statements 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: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
September 21, Dear Mr [redacted] : On September 19, 2016, we received your correspondence, dated September 16, 2016, filed with the Revdex.com You said that the return materials were not delivered to your home in a timely mannerYou indicated that you took the leased equipment to a return shipping location, and you disputed the unreturned equipment fees Your service was disconnected on August 7, A return box and label were delivered to your home by UPS on August 24, When I spoke with your wife (Mrs [redacted] ) today, I advised her we have no record that the equipment was returned to DISH NetworkNevertheless, I made an exception and removed the equipment and the balance of $from your account If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
January 8, Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mrs***: On January 8, 2018, we received your rebuttal, dated January 2, 2018, filed with the Revdex.com You maintain you have not received the $gift card When we corresponded via email on January 5, 2018, you advised me that you had received the gift cardI enclosed a copy of this email for your records 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 cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ August 25, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On August 24, 2015, we received your complaint, dated August 20, 2015, filed with the Revdex.com You requested confirmation that you do not have to return the LNBF on your disconnected DISH Network accountYou would also like the leased equipment picked up and you requested that the dish be removed from your home at no chargeAdditionally, you indicated that you were referred to a local retailer to remove the dish and they were unable to meet your request On July 24, 2015, your early termination fee was waivedIn addition, the LNBF and return shipping fee were waivedThis was confirmed in our August 20, 2015, email correspondenceYou indicated that you were unable to take the leased equipment to a UPS locationI scheduled a free pick up at that timeOur records indicate that the package was picked up on August 21, 2015, under tracking number 1Z2RXXXXXXXXXXXXXX The customer is responsible for returning the leased equipmentThis is disclosed and agreed to in the terms and conditions of your contractAs we discussed, the dish becomes the property owner's responsibility once it is installedYou approved the installation at the timeAs I explained in our August 20, 2015, email, DISH Network charges a $fee to send out our technicians to remove the dishLocal retail offices have their own pricing and policies regarding the dish removal If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dish Network has a large contract with UPS to return all of it's equipmentYet, if you live in a city like mine, you either have to drive 30-minutes to the next town or pay $for UPS to pick up the equipment Dish Network needs to quit taking advantage of it's customers and former customers and pay for the pick up (without it being requested) of all of it's equipment Dish Network also left a bunch of their old crappy equipment on my house and refuse to take it down unless I pay an extortion fee of $This is WRONG! If Dish installs it, Dish should remove it free of charge!! The paperwork you are given at the beginning of your contract is lengthy and written in ink that is so light that you can barely read the letters Final Business Response / [redacted] (4000, 10, 2015/09/25) */ September 23, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 21, 2015, we received your rebuttal, dated September 18, 2015, filed with the Revdex.com You continue to express concern regarding DISH Network's equipment return policyYou feel that the leased equipment should be picked up at no cost to the customer and you feel that the non-leased equipment affixed to your property should be removed by DISH Network at our expense As we have previously discussed, you accepted DISH Network's equipment return policy in the terms and conditions of your contractual agreementPlease review the copy of your signed contract (enclosed) We made an exception due to your situation and arranged for UPS to pick up your leased equipment at no cost to youThe equipment was received and removed from your disconnected account on August 28, We do not require that the non-leased equipment be returnedAs previously explained, if you schedule an appointment to have a DISH Network technician remove the non-leased equipment, there is a fee for that service This matter has been fully addressed and this is our final response 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 Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Complaint: [redacted] I am rejecting this response because: This is the companies fault, I cant credit my BB&T BANK ACCOUNT for you all making a major errorCrediting an account that is not mine does not take away the fact I have had to suffer financially Sincerely, [redacted]
February 18, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On February 17, 2016, we received your correspondence, dated February 16, 2016, filed with the Revdex.com You expressed dissatisfaction with the dishNET satellite internet service and you requested to be released from your term commitment We regret that you are dissatisfied with the internet service When we spoke today, I advised you that I waived your internet early termination feeYou accepted this resolution Per your request, your internet service will be discontinued on February 22, You also agreed to return the leased equipment to DISH NetworkA return box with label will be delivered to your home by UPS The return box fee was also waived 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 to 2:pm MST [redacted] cc: [redacted] [redacted] ** [redacted] ** [redacted] [redacted] ***Tell us why here
November 10, Dear Mr [redacted] : On November 9, 2016, we received your complaint, dated November 3, 2016, filed with the Revdex.com You said that your account was not closed on October 27, 2016, when you requestedInstead it was closed on November 3, 2016, and you would like a credit for the days you were charged for after October 27, When we spoke by phone, I informed you that our records reflect that you terminated the call on October 27, 2016, before our agent could provide you with the final legal disclosuresHowever, I agreed to apply a $credit to your account to honor the disconnection date of October 27, You advised me that you are satisfied with the resolution If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Complaint: [redacted] I am rejecting this response because: this company is a complete scam I requested to hear the call and they refused because they have no proofI know what was said and wrote it down and the rep completely lied to meI will give one week for you to correct the problem or to remove all equipment from my house and replace the metal that the installer put the dish on of my roof after he was told I didn't want it on my new metal roofIf not taken care of in the week I will remove the equipment and put I'm trash and all contact with me after that can be done threw my attorney Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: This is a separate issue whiIe it is connected to it considering you gave us faulty equipment which is my complaint this time I expect a generous (on your part) agreement to rectify thisIn addition your customer service department was incredibly rude to me when I tried to get this corrected directly.As far as compensation I expect FREE SERVICES for an extended period (60-days minimum) Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ October 19, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On October 14, 2015, we received your correspondence, dated October 13, 2015, filed with the Revdex.com You stated that you experienced signal loss with your DISH Network serviceThis led you to disconnect your service prior to fulfilling your contractYou have been billed for your early termination fee and you indicated that you made verbal changes to your contract to waive the early termination fee under these circumstancesYou requested that the $balance be waived and removed from collections When we spoke on October 14, 2015, I explained that you were unable to alter the contract in any wayHowever, as a courtesy, I agreed to waive your early termination feeAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) If a party is unable to alter any terms of a contract, the contract is an unenforceable adhesion contractFurther, the initial contract was oral in nature on a recorded lineThe representative specifically asks if the customer "accepts the terms of this contract." This is the conversation where I added in the caveat specific to service delivery Furthermore, DISH still seems to contend that their delivery of service is not a requirement of them under the contractThey continue to breach their own contract by failing to deliver service, a point which should be addressed in a more appropriate forum (i.eclass action litigation)I accept this resolution as it pertains to my facts, but other customers are still being taken advantage of by DISH Network in the manner I've detailed aboveThe Revdex.com should continue to push this issue on a broader basis, and require that DISH either fulfill their contract or not be allowed to profit (through the issuance of early termination fees) by the very contract they've left unfulfilled
February 16, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 15, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com You said that you agreed to television and internet service, but you only received television serviceYou disconnected your account and requested that the early termination fee be waived When we spoke, I confirmed that your account was closed without penaltyWe strive to provide excellent service, and regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** Tell us why here
September 22, Dear Mr [redacted] : On September 15, 2016, we received your correspondence, dated September 13, 2016, filed with the Revdex.com I attempted to reach you at ###-###-#### on September 20, and 22, I left three voice messages You said you received a call from TV Latino and you were offered discounted programming at $per month with a receiver upgradeYou indicated that you mailed a money order to that company in the amount of $You expressed concern with the higher monthly billing amount and you disputed the early termination fee DISH Network does not offer a promotion with benefits matching those describedThe individual who contacted you was not a DISH Network representative and is in no way affiliated with DISH Network This means that the $payment you mailed was not collected by DISH Network or any of our representativesIf you have not done so already, we recommend you take the following steps: 1) Contact your local law enforcement and file a police report2) If you provided any credit card or banking information to the perpetrator, you should contact your bank and notify them that your information has been compromised3) If you provided your Social Security Number to the perpetrator, you should contact the three major credit bureaus--Equifax ###-###-####, Experian ###-###-####, and TransUnion ###-###-####--to place a fraud alert on your credit fileOn September 13, 2016, the early termination fee was waived on your accountYou may cancel your service at any time without a penaltyIf 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 ###-###-####
November 29, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs***: On November 21, 2017, we received your complaint, dated November 20, 2017, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated you are not receiving the monthly rate of $that was promised for two yearsYou also stated that you did not receive the channels that you requested, or [redacted] free for one year Your DISH Network service was activated on June 3, 2017, with a 24-month commitment Your monthly rate was $(including tax) a month for the following services: · America’s Top 120+ $· Local channels $ · Hopper DVR service fee $· Variety Pack $· Two Joey receivers $each Please be advised that your first month’s billing statement included a surge protector for $plus tax that was purchased during your installationAs a result, it was higher than your monthly rate Your promotion also included four movie channels (***, [redacted] ***) and the DISH Movie Pack free for three months, as well as the DISH Protect Silver free for six months Our records show that the Heartland Pack was added to your account on July 21, 2017, to provide you with OWNA monthly credit of $was also applied to your account to offset the monthly charge for monthsIn addition, you were provided with [redacted] free for an additional three months The [redacted] offer ended on October 21, As a result, you began to be billed the regular monthly service charge of $ However, on November 17, 2017, [redacted] and the Variety Pack were removed from your account and the Heartland Pack was added to your account at half price ($3.00) for six months, making your monthly rate $ Please be advised that the free trial for the DISH Protect Silver will end on December 3, If this service is not removed, you will begin to be billed $a month When I spoke with you by phone on November 29, 2017, I advised you that I waived your term commitmentYou may disconnect your service at any time without penalty If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ August 19, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On August 17, 2015, we received your complaint, dated August 14, 2015, filed with the Revdex.com You reported technical issues and requested that they be resolvedYou said that data would not transfer to your external hard drive (EHD) and that movies downloaded to your queue were being deleted when your receiver updated When we spoke, I recommended that you contact your EHD's manufacturer as DISH Network has no control over the available space on your EHDWhen the EHD is first added to your service, DISH Network must format it for communication with our receiver but after that, we have no further influence on it As I informed you, I was unable to find any record of any other reports of the issue with the internal queue on your receiverAs such, I sent a replacement receiver to you and requested that you let me know if you have the same issue again We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (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 Consumer Rebuttal / [redacted] (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I submitted a two part complaint and the response from Dish only addresses one part (i.ethe EHD part) Dish provided a replacement (refurbished) receiver but I am still having issues with the broadband connectivity which pertains to the second part of my initial complaint I am glad that Dish is now communicating with me but I still have some further issues that require resolution before the complaint can be fully closed Dish also has not addressed my request for at least a partial refund or future credit Sincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/15) */ September 10, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 8, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com You indicated that your technical issues were not resolved and you requested adjustments for your bill When we spoke, you said that your technical issues were still occurringYou said that you found information from concerning this issue and you would forward it to me so that I may better investigate it As I explained, you are not paying for the Videos On Demandyou are paying for the DISH Movie Package channelsAs a courtesy, I applied a monthly $credit to your account for six months Once I have more information that may help resolve this issue, I will forward it 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] ***
March 1, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 25, 2016, we received your complaint, dated February 23, 2016, filed with the Revdex.com You disputed the balance associated with your DISH Network account You indicated that you experienced technical issues which led you to disconnect your TV and internet service I attempted to reach you at [redacted] on February and 29, 2016, and on March 1, I left three voicemails In my last message, I advised you that our records indicate that an agent in our Office of the President offered to waive your internet early termination fee on April 24, 2014, but you declined You then contacted us to place your internet and TV services on DISH Pause, but you were advised that we are unable to pause the internet service You requested to disconnect both services and you declined to pay either early termination fee As a courtesy, I waived the $internet early termination fee; however, as you received the benefits of the 24-month TV commitment (including a free iPad) and as we have no record of any calls for technical issues, your TV early termination fee of $is valid We request that your balance of $be paid If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] * cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ September 18, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 18, 2015, we received your complaint, dated September 17, 2015, filed with the Revdex.com You said that your DISH Network account was restarted after you requested that it be disconnected Our records indicate that this issue was addressed through the [redacted] Enclosed is a copy of our response 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] September 18, Mr [redacted] XXXXX Re: FCC complaint # XXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 16, 2015, we received your complaint, dated September 15, 2015, filed with the [redacted] You said that your DISH Network account was restarted without your knowledge and you requested a credit of $ I attempted to reach you at (XXX) XXX-XXXX on September 16, and 18, 2015, and I left three voicemails In my last message, I advised you that a refund of $was sent to your bank today We appreciate you bringing this issue to our attention so we may better investigate it, and we sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (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: [redacted] XXXXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I have not recieved any of the correspondence posted on the Revdex.com site, I did check with the credit card company and the statement shows a credit of $from DISH I would like to note that the phone messages left by Mr Simons were not very clearI did call him back, but he was out, so I left him a message We do consider the matter closed
March 31, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com My attempts to reach you by phone on March 29, and 31, 2016, have been unsuccessful; however, I was able to leave two voice messages You said that you moved and your landlord will not allow anything to be attached to the propertyYou expressed concern regarding the fee to move your system and the fee you will be charged for closing your account before your commitment has been fulfilledYou asked that we waive your early termination fee Our records reflect that when you spoke with our customer service agent on March 23, 2016, they offered to waive the $fee to move your serviceIn addition, we offer a non-penetration mount for customers who don’t want any holes drilled into the propertyHowever, if you close your account before your commitment has been fulfilled, you will be charged an early termination feeEnclosed is a copy of your contract which states you are still bound by the agreement if you change your residence 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]
Dear ***, It was good to finally connectPlease thank the operator for locating you so we could finally have a conversationAs we discussed on the phone we will not accept the offer until we receive confirmation that the service being offered matches the service we originally orderedOnce you can confirm this we can assess Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ June 25, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 17, 2015, we received your correspondence, dated June 16, 2015, filed with the Revdex.com You indicated that you were overcharged on your June billYour service was pending disconnection due to the issue and you are displeased with the increased cost of your DISH Network serviceYou requested that the error be correctedYou would like a refund for the overpayment, and the return shipping charges waived In our June 17, 2015, email correspondence you confirmed that the issue was addressed and your service was not disconnectedYou were also offered monthly discounts on your serviceWe reviewed the billing issuesYou indicated that you were promised you would not be billed until JulyI offered to resolve the $account balance for JuneYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ June 17, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the Revdex.com You said that DISH Network is charging you for unreturned equipment, which you claim you returnedYou requested that the charges be waived and the debt be removed from your credit report When we spoke by phone, I informed you your account balance consists of a $early termination fee and $in services rendered, and that you're not being charged for unreturned equipmentI agreed to have the early termination fee waived, but advised you that the remaining balance of $is validI also offered to have the debt removed from your credit report once it has been paidI have enclosed copies of your February, March and April billing statements 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: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
September 21, Dear Mr [redacted] : On September 19, 2016, we received your correspondence, dated September 16, 2016, filed with the Revdex.com You said that the return materials were not delivered to your home in a timely mannerYou indicated that you took the leased equipment to a return shipping location, and you disputed the unreturned equipment fees Your service was disconnected on August 7, A return box and label were delivered to your home by UPS on August 24, When I spoke with your wife (Mrs [redacted] ) today, I advised her we have no record that the equipment was returned to DISH NetworkNevertheless, I made an exception and removed the equipment and the balance of $from your account If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
January 8, Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mrs***: On January 8, 2018, we received your rebuttal, dated January 2, 2018, filed with the Revdex.com You maintain you have not received the $gift card When we corresponded via email on January 5, 2018, you advised me that you had received the gift cardI enclosed a copy of this email for your records 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 cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ August 25, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On August 24, 2015, we received your complaint, dated August 20, 2015, filed with the Revdex.com You requested confirmation that you do not have to return the LNBF on your disconnected DISH Network accountYou would also like the leased equipment picked up and you requested that the dish be removed from your home at no chargeAdditionally, you indicated that you were referred to a local retailer to remove the dish and they were unable to meet your request On July 24, 2015, your early termination fee was waivedIn addition, the LNBF and return shipping fee were waivedThis was confirmed in our August 20, 2015, email correspondenceYou indicated that you were unable to take the leased equipment to a UPS locationI scheduled a free pick up at that timeOur records indicate that the package was picked up on August 21, 2015, under tracking number 1Z2RXXXXXXXXXXXXXX The customer is responsible for returning the leased equipmentThis is disclosed and agreed to in the terms and conditions of your contractAs we discussed, the dish becomes the property owner's responsibility once it is installedYou approved the installation at the timeAs I explained in our August 20, 2015, email, DISH Network charges a $fee to send out our technicians to remove the dishLocal retail offices have their own pricing and policies regarding the dish removal If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dish Network has a large contract with UPS to return all of it's equipmentYet, if you live in a city like mine, you either have to drive 30-minutes to the next town or pay $for UPS to pick up the equipment Dish Network needs to quit taking advantage of it's customers and former customers and pay for the pick up (without it being requested) of all of it's equipment Dish Network also left a bunch of their old crappy equipment on my house and refuse to take it down unless I pay an extortion fee of $This is WRONG! If Dish installs it, Dish should remove it free of charge!! The paperwork you are given at the beginning of your contract is lengthy and written in ink that is so light that you can barely read the letters Final Business Response / [redacted] (4000, 10, 2015/09/25) */ September 23, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 21, 2015, we received your rebuttal, dated September 18, 2015, filed with the Revdex.com You continue to express concern regarding DISH Network's equipment return policyYou feel that the leased equipment should be picked up at no cost to the customer and you feel that the non-leased equipment affixed to your property should be removed by DISH Network at our expense As we have previously discussed, you accepted DISH Network's equipment return policy in the terms and conditions of your contractual agreementPlease review the copy of your signed contract (enclosed) We made an exception due to your situation and arranged for UPS to pick up your leased equipment at no cost to youThe equipment was received and removed from your disconnected account on August 28, We do not require that the non-leased equipment be returnedAs previously explained, if you schedule an appointment to have a DISH Network technician remove the non-leased equipment, there is a fee for that service This matter has been fully addressed and this is our final response 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 Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Complaint: [redacted] I am rejecting this response because: This is the companies fault, I cant credit my BB&T BANK ACCOUNT for you all making a major errorCrediting an account that is not mine does not take away the fact I have had to suffer financially Sincerely, [redacted]
February 18, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On February 17, 2016, we received your correspondence, dated February 16, 2016, filed with the Revdex.com You expressed dissatisfaction with the dishNET satellite internet service and you requested to be released from your term commitment We regret that you are dissatisfied with the internet service When we spoke today, I advised you that I waived your internet early termination feeYou accepted this resolution Per your request, your internet service will be discontinued on February 22, You also agreed to return the leased equipment to DISH NetworkA return box with label will be delivered to your home by UPS The return box fee was also waived 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 to 2:pm MST [redacted] cc: [redacted] [redacted] ** [redacted] ** [redacted] [redacted] ***Tell us why here
November 10, Dear Mr [redacted] : On November 9, 2016, we received your complaint, dated November 3, 2016, filed with the Revdex.com You said that your account was not closed on October 27, 2016, when you requestedInstead it was closed on November 3, 2016, and you would like a credit for the days you were charged for after October 27, When we spoke by phone, I informed you that our records reflect that you terminated the call on October 27, 2016, before our agent could provide you with the final legal disclosuresHowever, I agreed to apply a $credit to your account to honor the disconnection date of October 27, You advised me that you are satisfied with the resolution If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Complaint: [redacted] I am rejecting this response because: this company is a complete scam I requested to hear the call and they refused because they have no proofI know what was said and wrote it down and the rep completely lied to meI will give one week for you to correct the problem or to remove all equipment from my house and replace the metal that the installer put the dish on of my roof after he was told I didn't want it on my new metal roofIf not taken care of in the week I will remove the equipment and put I'm trash and all contact with me after that can be done threw my attorney Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: This is a separate issue whiIe it is connected to it considering you gave us faulty equipment which is my complaint this time I expect a generous (on your part) agreement to rectify thisIn addition your customer service department was incredibly rude to me when I tried to get this corrected directly.As far as compensation I expect FREE SERVICES for an extended period (60-days minimum) Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ October 19, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On October 14, 2015, we received your correspondence, dated October 13, 2015, filed with the Revdex.com You stated that you experienced signal loss with your DISH Network serviceThis led you to disconnect your service prior to fulfilling your contractYou have been billed for your early termination fee and you indicated that you made verbal changes to your contract to waive the early termination fee under these circumstancesYou requested that the $balance be waived and removed from collections When we spoke on October 14, 2015, I explained that you were unable to alter the contract in any wayHowever, as a courtesy, I agreed to waive your early termination feeAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) If a party is unable to alter any terms of a contract, the contract is an unenforceable adhesion contractFurther, the initial contract was oral in nature on a recorded lineThe representative specifically asks if the customer "accepts the terms of this contract." This is the conversation where I added in the caveat specific to service delivery Furthermore, DISH still seems to contend that their delivery of service is not a requirement of them under the contractThey continue to breach their own contract by failing to deliver service, a point which should be addressed in a more appropriate forum (i.eclass action litigation)I accept this resolution as it pertains to my facts, but other customers are still being taken advantage of by DISH Network in the manner I've detailed aboveThe Revdex.com should continue to push this issue on a broader basis, and require that DISH either fulfill their contract or not be allowed to profit (through the issuance of early termination fees) by the very contract they've left unfulfilled
Complaint: [redacted] I am rejecting this response because company will not honor my resolution for the dispute Sincerely, [redacted]
February 16, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 15, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com You said that you agreed to television and internet service, but you only received television serviceYou disconnected your account and requested that the early termination fee be waived When we spoke, I confirmed that your account was closed without penaltyWe strive to provide excellent service, and regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** Tell us why here
September 22, Dear Mr [redacted] : On September 15, 2016, we received your correspondence, dated September 13, 2016, filed with the Revdex.com I attempted to reach you at ###-###-#### on September 20, and 22, I left three voice messages You said you received a call from TV Latino and you were offered discounted programming at $per month with a receiver upgradeYou indicated that you mailed a money order to that company in the amount of $You expressed concern with the higher monthly billing amount and you disputed the early termination fee DISH Network does not offer a promotion with benefits matching those describedThe individual who contacted you was not a DISH Network representative and is in no way affiliated with DISH Network This means that the $payment you mailed was not collected by DISH Network or any of our representativesIf you have not done so already, we recommend you take the following steps: 1) Contact your local law enforcement and file a police report2) If you provided any credit card or banking information to the perpetrator, you should contact your bank and notify them that your information has been compromised3) If you provided your Social Security Number to the perpetrator, you should contact the three major credit bureaus--Equifax ###-###-####, Experian ###-###-####, and TransUnion ###-###-####--to place a fraud alert on your credit fileOn September 13, 2016, the early termination fee was waived on your accountYou may cancel your service at any time without a penaltyIf 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 ###-###-####
November 29, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs***: On November 21, 2017, we received your complaint, dated November 20, 2017, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated you are not receiving the monthly rate of $that was promised for two yearsYou also stated that you did not receive the channels that you requested, or [redacted] free for one year Your DISH Network service was activated on June 3, 2017, with a 24-month commitment Your monthly rate was $(including tax) a month for the following services: · America’s Top 120+ $· Local channels $ · Hopper DVR service fee $· Variety Pack $· Two Joey receivers $each Please be advised that your first month’s billing statement included a surge protector for $plus tax that was purchased during your installationAs a result, it was higher than your monthly rate Your promotion also included four movie channels (***, [redacted] ***) and the DISH Movie Pack free for three months, as well as the DISH Protect Silver free for six months Our records show that the Heartland Pack was added to your account on July 21, 2017, to provide you with OWNA monthly credit of $was also applied to your account to offset the monthly charge for monthsIn addition, you were provided with [redacted] free for an additional three months The [redacted] offer ended on October 21, As a result, you began to be billed the regular monthly service charge of $ However, on November 17, 2017, [redacted] and the Variety Pack were removed from your account and the Heartland Pack was added to your account at half price ($3.00) for six months, making your monthly rate $ Please be advised that the free trial for the DISH Protect Silver will end on December 3, If this service is not removed, you will begin to be billed $a month When I spoke with you by phone on November 29, 2017, I advised you that I waived your term commitmentYou may disconnect your service at any time without penalty If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ August 19, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On August 17, 2015, we received your complaint, dated August 14, 2015, filed with the Revdex.com You reported technical issues and requested that they be resolvedYou said that data would not transfer to your external hard drive (EHD) and that movies downloaded to your queue were being deleted when your receiver updated When we spoke, I recommended that you contact your EHD's manufacturer as DISH Network has no control over the available space on your EHDWhen the EHD is first added to your service, DISH Network must format it for communication with our receiver but after that, we have no further influence on it As I informed you, I was unable to find any record of any other reports of the issue with the internal queue on your receiverAs such, I sent a replacement receiver to you and requested that you let me know if you have the same issue again We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (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 Consumer Rebuttal / [redacted] (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I submitted a two part complaint and the response from Dish only addresses one part (i.ethe EHD part) Dish provided a replacement (refurbished) receiver but I am still having issues with the broadband connectivity which pertains to the second part of my initial complaint I am glad that Dish is now communicating with me but I still have some further issues that require resolution before the complaint can be fully closed Dish also has not addressed my request for at least a partial refund or future credit Sincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/15) */ September 10, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 8, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com You indicated that your technical issues were not resolved and you requested adjustments for your bill When we spoke, you said that your technical issues were still occurringYou said that you found information from concerning this issue and you would forward it to me so that I may better investigate it As I explained, you are not paying for the Videos On Demandyou are paying for the DISH Movie Package channelsAs a courtesy, I applied a monthly $credit to your account for six months Once I have more information that may help resolve this issue, I will forward it 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] ***