Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] This was dated 3/25/2016T and haven't heard from them sinceThey stated that the and dollar fee caused the fees and that was not what I stated It was a payment for that they kept running thru my bank that caused the fees They ran the payment times and on two separate arate occasions they tried running it twice for a double paymentI had already made a payment with another source but they just kept running it through my bank When I called them they stated that it was not them and that my bank was doing it Untrue
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I have two payments from my accountBoth are for and I have them on the day I signed up and a recurring charge I just looked at my statementMy recurring charges should've been around $so I'm not sure where the $charge is mentioned I don't see that on my account just two payments to dish network which I filed claim for and we're both denied and recredited to my accountI understand this is a "rebuttal" however what I'm saying is I have two payments from my account from dish networkIf someone would have properly helped me prior to this situation I would keep the service for the great prices and low feesBut this has been aBack and forth mess I just want cleaned upThat's all I'm asking forMy account is negative two dish network payments I'm asking to be refunded
September 28, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On September 28, 2017, we received your correspondence, dated September 27, 2017, filed with the Revdex.com You said that you were offered a $gift card at the time of sale, and you maintain you did not receive an email to redeem this offerYou requested a credit When we spoke today, I informed you that I made an exception and applied a one-time credit of $to your accountYou accepted this resolution 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] ***
March 22, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 22, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com You indicated that when you established your DISH Network service you agreed to receive the lowest package that we offered, but you received a higher package and when you attempted to reduce it, it was not honoredAs a result, you disconnected both your internet and TV services and you disputed the early termination feesYou also expressed concern with the automatic payments and you requested that your account be removed from collections Your account was activated with our mid-level programming package, the America’s Top 200, and a new customer introductory monthly credit of $for monthsYou received eleven of the creditsWe have no record of a request to reduce the packageA review of your account reveals that on May 12, 2015, we offered to downgrade your service, but you declined the offer When I spoke with you by telephone today, I informed you that as an exception, I removed the $early termination fee for your TV service and the $early termination fee for the internet serviceThere is no balance on your account Authorization to automatically debit your debit/credit card for the early termination fee and/or unreturned equipment fees, is provided in the 24-month commitmentsEnclosed are copies for your review I notified collections to update their records If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because: For starters, the response is both arrogant and unprofessional. I will see to it that his superior is notified. It's insulting that Dish feels that they provided me with a courtesy of rounding my refund up 31 cents; I suppose Dish forgets that they fraudulently charged my credit card 31 cents more than 2 months after my account closed. I will be calling my credit card to make sure Dish is no longer able to charge my account. I also do not have any attachment that has supposedly been provided. I asked for a breakdown of charges and have yet to have been provided with this, and apparently no one at dish could provide it. I find it suspicious that after 4 months, I can't be provided with a final bill. I'm a little concerned that Dish network wouldn't send a final bill as every other company does, unless they have something to hide. I see no attachment either leaving me with proof of nothing. I was never informed of any shipping charges, and am unaware of any agreement I supposedly have with Dish. I would like to see proof in the form of my signature on a documentation of this. As a matter of fact, I don't recall signing anything and was unaware I was under any contract with Dish Network. Also, any signature expires 6 months to a year of being provided. I would like to see documentation of the charges with my signature attached. This is extremely poor customer service and they have lost a customer for life. I will be moving to my new residence next month in which I will resume cable, and it will most likely be with Direct TV. I will never put confidence in Dish again, as they clearly practice poor policies and staffing is also poor. I will not hold back in providing my review of Dish when required, and the way this ordeal has been handled has been a major factor in my view on Dish which I will be letting the superior know of. I find it troubling that it's taken 4 months to have an issue resolved that should have been resolved immediately. It's taken multiple people and various excuses from Dish Network costing my time and my patience. Whenever I call, no one seems to be able to assist, and the man assigned this case has been LESS than helpful at all. Had I not come to BBB, they would have never refunded any money in the first place, so I'm curious as to how many customers that this has happened to. Further refund is due, in the amount of 10.31$. If further contact is required from Dish, I do request that there be another worker assigned to this case from Dish network. The man assigned has called once, with poor phone etiquette and his written responses are not acceptable either as he is not aware of the full details of the case and is incapable of addressing and solving the issues. Sincerely, [redacted] ***
April 1, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com, regarding Mr [redacted] You said that our employees made a promise by phone that was not honoredYou requested that we provide you with copies of all correspondence between Mr [redacted] and DISH Network and any written agreementsWhen we spoke by phone you told me that Mr [redacted] was offered a 12-month discount, making his rate $I reviewed the call recording that took place on May 7, 2015, and I found that our agent offered a $monthly credit for ten months which Mr [redacted] acceptedAs a courtesy, I added a $credit to Mr [redacted] ’s account for the next two monthsI advised you that I can provide you with copies of Mr [redacted] ’s signed agreementsHowever, the phone call recordings can only be obtained by subpoenaYou may send the subpoena to: Fax: 720-514- Attn: Subpoena Request Mail: DISH Network LLC Attn: Subpoena Request PO Box Englewood, CO Please note that the processing time for a subpoena is three to four weeksIf 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] Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ June 29, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the Revdex.com My attempts to contact you by phone at (XXX) XXX-XXXX on June 24, and 26, 2015, were unsuccessful; however, I left three messages You expressed concern with the balance of $on your accountYou maintain that you disconnected your service in March You also said that you returned the equipment and did not receive any notification of the balance prior to the collection calls that you received Your service was activated on November 20, 2013, with a 24-month commitmentAlthough you contacted us on April 15, 2014, to disconnect your service, our records show that you accepted an offer to place your service on DISH PauseConfirmation of the DISH Pause option was sent via email to you at ***@RURALTEL.NET on the same date DISH Pause is $a month and can be used for up to nine monthsAdditionally, DISH Pause will extend your term commitment by the number of months that the service is pausedDISH Pause was removed on January 25, 2015, because the allowed time for DISH Pause was exceededAs a result, your previous service charges were reinstated Your service was disconnected on April 15, 2015, for non-paymentSince your term commitment was not fulfilled, an early termination fee of $was applied to your accountYour account was also left with an unpaid service balance of $ Please be advised that the leased equipment has serial numbers that will automatically be linked to your account when it is returnedAlthough you indicated that you returned the leased equipment, our records do not show that it was receivedAs a result, you were charged $for unreturned equipment DISH Network provided notification of the balance to the address and phone numbers that we have on filePlease note that this information is different from the information listed on your complaintAs the balance was unpaid, it was referred to collections on May 16, I made an exception and removed the service balance and unreturned equipment feesThis will leave your account with a balance of $for the early termination fee (plus tax)We are asking that the balance be paid If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
[redacted] ** [redacted] *** [redacted] [redacted] Dear MsRoberts: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.comYou disputed the denial of your damage claim and said that DISH Network tried to debit your bank account without your authorizationOur records indicate that you received a standard pole-mount installation During the installation, the technician installs a pole to mount the dish on and buries the cable from the dish to your house We do not provide additional landscaping after the installation is completed Enclosed is a copy of your signed service agreement, wherein you agreed that your pole installation was satisfactoryYou disconnected your service on December 21, 2015, and, as you signed a 24-month agreement (enclosed), an early termination fee of $was applied to your accountPer the terms of the enclosed Digital Home Advantage agreement, DISH Network may automatically debit the fee On December 22, 2015, you were emailed notice that DISH Network may do so beginning January 11, Additionally, as your account is enrolled in automatic payments, our system attempted to debit your balance of $on your January 5, 2016, due dateAs you approved the installation of the pole and burying of the cable and as it was found that you received service that would be expected for this type of installation, we are unable to provide reimbursement for your landscaperIf 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 ###-###-#### [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/05/22) */ May 19, Mrand Mrs [redacted] and [redacted] Spring Beach Dr Rome City, IN XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mrand Mrs [redacted] : On May 15, 2015, we received your complaint, dated May 14, 2015, filed with the Revdex.com You said that DISH Network is charging you for unreturned equipment after you sent your equipment back with the box and label we providedYou requested that the unreturned equipment fee be reversed, and an updated statement so that you can submit your final payment When we spoke I explained that you have been billed for the TRIA located on your internet satellite dishYou advised me that the TRIA was returned and you provided me with a tracking numberI told you that I reversed the unreturned equipment fee and I informed you that a new bill will be sent on May 29, I also advised you that once we have received and posted your final payment, I will ensure that the debt is removed from your credit bureau file If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear Mr [redacted] : On March 9, 2016, we received your correspondence, dated March 8, 2016, filed with the Revdex.comYou expressed concern with the pixilation issues you have experienced and you indicated that these issues could not be corrected by techniciansYou requested a refund for the early termination feeWhen we spoke today, I advised you that the early termination fee was previously waivedYou may cancel your service at any time without a penaltyYour refund request cannot be honored, as no funds were collected for the early termination feeWe regret any inconvenience you may have experiencedIf 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 ###-###-####
September 18, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On September 14, 2017, we received your complaint, dated September 13, 2017, filed with the Revdex.com You maintain that you agreed to a monthly rate of $and you expressed concern with the increased priceYou requested to review the recorded call When we spoke today I informed you that when I reviewed your call from June 17, 2017, I found that you accepted the Renewal Offer with the America’s Top package with locals and the DVR service for $including tax If you would like to review the recorded call, you may submit a subpoena to: [redacted] 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, 2015/05/28) */ May 21, [redacted] PO Box XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the RevDex.com You stated that you contacted DISH Network to add programmingYou were told that the charges would be applied to your next billThis was not the caseYou were charged $when you were expecting a charge of $60.36, which created an unexpected financial hardshipAdditionally, you were informed that you would be charged a fee for the equipment return should you disconnect the serviceYou do not feel that the customer service representatives have provided you with correct informationYou requested a credit for a full month of service When we spoke today, we reviewed your billing and the credits that you were providedI explained that these changes took place the day your auto-payment was generated, causing the prorated programming charge to be included in the payment totalI also informed you that I am unable to provide you credit for a full month of service; however, I applied a $credit to your accountYou 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] ***
May 27, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On May 27, 2016, we received your complaint, dated May 26, 2016, filed with the Revdex.com (Revdex.com) You maintain that I have not returned your calls and that you have not received written documentation of the offers I providedYou also mentioned that your internet service is still at the 10/GB package On May 19, 2016, I received a message from you stating that you did not want to accept one of my offers until you received written confirmation: therefore, I honored your request and I provided you with your request on May 18, When I received two additional messages from you, I returned your calls on May 26, 2016, at 7:am MDT., and I informed you that the Revdex.com reply was your written confirmationI informed you that it was posted to the Revdex.com site on Friday May 20, 2016, and that we also mailed you a hard copy As advised in my previous response, I provided you with the option to either upgrade your internet service to the 50/GB for the price of $for two years or to be released from your 24-month agreement Your account will remain as is and no changes will be made until you advise me of your decisionOnce you have made a choice, you may leave me a message at the phone number provided below If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
December 12, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com You disputed the 24-month commitment associated with your DISH network account You said that you were never advised that you were renewing your 24-month commitment when you added a received to your account I attempted to reach you at [redacted] on December 8, 9, and 12, 2016, and I left three voicemails As I advised you in my message, I reviewed your November 2, 2016, call and found that you were not provided with our full standard disclosures As such, I waived the 24-month commitment associated with your accountWe sincerely regret any inconvenience this issue may have caused and appreciate you bringing this issue to our attention so we may handle it internally If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
December 30, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On December 23, 2015, we received your complaint, dated December 22, 2015, filed with the Revdex.comMy attempts to reach you by phone on December 28, and 30, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that DISH Network debited your credit card account without your authorization, and you requested a refund In order to assist you, I need further information regarding the transactions in questionPlease contact me at your convenienceWe also recommend that you dispute the charges with your credit card provider 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] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ June 25, [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On June 17, 2015, we received your complaint, dated June 9, 2015, filed with the RevDex.com You requested to be released from your 24-month agreement for the internet service provided by DISH NetworkYou are dissatisfied with the data capacity and that you were not informed that additional Gigabytes (GB) were available for purchaseYou also indicated that you were not informed of the additional cost and equipment charges I requested that your sales call be reviewed, and it was determined that the data capacity, $monthly modem fee, and additional equipment costs were disclosed When I spoke with you by telephone today, I informed you that the data packages are provided at the time of sale but any additional GB are not, as these are optional and not required You informed me that you had your own router and did not need to purchase one from usHowever, you needed an HDMI cable for your TV service and purchased one from the installation technician As an exception, I waived the $early termination fee and submitted a refund for that amount Additionally, since your three free months of Showtime, Starz and Blockbuster @Home expired on June 16, 2015, I removed the programming at your requestOnce removed, a prorated adjustment of $was applied to your accountI applied an additional adjustment of $to equal the $charge that appeared on your billing statementA prorated adjustment of $was applied to the account when the Blockbuster @Home package was removed and I applied an additional $to equal the $charge that appeared on your billing statementI also provided you the HD apackage for freeFurthermore, as an exception, I waived the $Power-Relocation Kit fee Please note that your six free months of the Protection Plan will expired in two more months and you will begin to be billed at the regular rate of $if the plan is not removed Your current monthly service charges are $but, since you receive a $monthly discount for months, your bill is currently reduced to $before tax If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The complaint has been cleared up to my satisfaction
July 15, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On July 12, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com You expressed concern with the information that was reported to collections by DISH NetworkYou indicated that you agreed to pay the balance, but the information was not removed from your credit report as promised Your service was disconnected on November 14, 2014, for non-paymentAt that time, your service was left with an unpaid service balance of $ Since the balance was not paid, it was referred to collections on March 5, Our records show that the balance of $was paid on February 8, 2016, leaving your account with a zero balanceAt that time, your account was updated with the collection agency to reflect “paid” When I spoke with you by phone today, I advised you that I requested that any information reported to the credit bureaus be removedPlease allow six to eight weeks for processing 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
June 3, 2016 Mr. [redacted] ** [redacted] Re: BBB Complaint # [redacted] ... [redacted] - [redacted] Dear Mr. [redacted] : On May 31, 2016, we received your complaint, dated May 28, 2016, filed with the RevDex.com. You said that you were told you had been released from your contract; however, when you called to disconnect your account, you were advised that you would be charged an early termination fee. You requested that you are not charged a fee for disconnecting your account. Our records reflect that you spoke with Mr. [redacted] in our Executive Escalations Department yesterday and he agreed to release you from your contract. He also set up your account to be disconnected on June 7, 2016, at your request. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/12/10) */ December 9, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On December 4, 2015, we received your complaint, dated December 3, 2015, filed with the Revdex.comMy attempts to reach you by phone on December 7, and 9, 2015, have been unsuccessfulI was not given the option to leave a voice message You said that you have been charged for service after you canceled your accountYou requested all charges be reversed and that the debt be removed from your credit report Our records show that you agreed to put your service on DISH Pause on November 4, You were sent an email to [redacted] @gmail.comBecause you didn't contact us after you exceeded the maximum time frame of nine months, your service was restoredAn email was also sent informing you that your service had been restored As an exception, I waived all charges and I requested that the debt be removed from your credit reportPlease allow eight weeks for processing If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] This was dated 3/25/2016T and haven't heard from them sinceThey stated that the and dollar fee caused the fees and that was not what I stated It was a payment for that they kept running thru my bank that caused the fees They ran the payment times and on two separate arate occasions they tried running it twice for a double paymentI had already made a payment with another source but they just kept running it through my bank When I called them they stated that it was not them and that my bank was doing it Untrue
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I have two payments from my accountBoth are for and I have them on the day I signed up and a recurring charge I just looked at my statementMy recurring charges should've been around $so I'm not sure where the $charge is mentioned I don't see that on my account just two payments to dish network which I filed claim for and we're both denied and recredited to my accountI understand this is a "rebuttal" however what I'm saying is I have two payments from my account from dish networkIf someone would have properly helped me prior to this situation I would keep the service for the great prices and low feesBut this has been aBack and forth mess I just want cleaned upThat's all I'm asking forMy account is negative two dish network payments I'm asking to be refunded
September 28, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On September 28, 2017, we received your correspondence, dated September 27, 2017, filed with the Revdex.com You said that you were offered a $gift card at the time of sale, and you maintain you did not receive an email to redeem this offerYou requested a credit When we spoke today, I informed you that I made an exception and applied a one-time credit of $to your accountYou accepted this resolution 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] ***
March 22, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 22, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com You indicated that when you established your DISH Network service you agreed to receive the lowest package that we offered, but you received a higher package and when you attempted to reduce it, it was not honoredAs a result, you disconnected both your internet and TV services and you disputed the early termination feesYou also expressed concern with the automatic payments and you requested that your account be removed from collections Your account was activated with our mid-level programming package, the America’s Top 200, and a new customer introductory monthly credit of $for monthsYou received eleven of the creditsWe have no record of a request to reduce the packageA review of your account reveals that on May 12, 2015, we offered to downgrade your service, but you declined the offer When I spoke with you by telephone today, I informed you that as an exception, I removed the $early termination fee for your TV service and the $early termination fee for the internet serviceThere is no balance on your account Authorization to automatically debit your debit/credit card for the early termination fee and/or unreturned equipment fees, is provided in the 24-month commitmentsEnclosed are copies for your review I notified collections to update their records If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because: For starters, the response is both arrogant and unprofessional. I will see to it that his superior is notified. It's insulting that Dish feels that they provided me with a courtesy of rounding my refund up 31 cents; I suppose Dish forgets that they fraudulently charged my credit card 31 cents more than 2 months after my account closed. I will be calling my credit card to make sure Dish is no longer able to charge my account. I also do not have any attachment that has supposedly been provided. I asked for a breakdown of charges and have yet to have been provided with this, and apparently no one at dish could provide it. I find it suspicious that after 4 months, I can't be provided with a final bill. I'm a little concerned that Dish network wouldn't send a final bill as every other company does, unless they have something to hide. I see no attachment either leaving me with proof of nothing. I was never informed of any shipping charges, and am unaware of any agreement I supposedly have with Dish. I would like to see proof in the form of my signature on a documentation of this. As a matter of fact, I don't recall signing anything and was unaware I was under any contract with Dish Network. Also, any signature expires 6 months to a year of being provided. I would like to see documentation of the charges with my signature attached. This is extremely poor customer service and they have lost a customer for life. I will be moving to my new residence next month in which I will resume cable, and it will most likely be with Direct TV. I will never put confidence in Dish again, as they clearly practice poor policies and staffing is also poor. I will not hold back in providing my review of Dish when required, and the way this ordeal has been handled has been a major factor in my view on Dish which I will be letting the superior know of. I find it troubling that it's taken 4 months to have an issue resolved that should have been resolved immediately. It's taken multiple people and various excuses from Dish Network costing my time and my patience. Whenever I call, no one seems to be able to assist, and the man assigned this case has been LESS than helpful at all. Had I not come to BBB, they would have never refunded any money in the first place, so I'm curious as to how many customers that this has happened to. Further refund is due, in the amount of 10.31$. If further contact is required from Dish, I do request that there be another worker assigned to this case from Dish network. The man assigned has called once, with poor phone etiquette and his written responses are not acceptable either as he is not aware of the full details of the case and is incapable of addressing and solving the issues. Sincerely, [redacted] ***
April 1, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com, regarding Mr [redacted] You said that our employees made a promise by phone that was not honoredYou requested that we provide you with copies of all correspondence between Mr [redacted] and DISH Network and any written agreementsWhen we spoke by phone you told me that Mr [redacted] was offered a 12-month discount, making his rate $I reviewed the call recording that took place on May 7, 2015, and I found that our agent offered a $monthly credit for ten months which Mr [redacted] acceptedAs a courtesy, I added a $credit to Mr [redacted] ’s account for the next two monthsI advised you that I can provide you with copies of Mr [redacted] ’s signed agreementsHowever, the phone call recordings can only be obtained by subpoenaYou may send the subpoena to: Fax: 720-514- Attn: Subpoena Request Mail: DISH Network LLC Attn: Subpoena Request PO Box Englewood, CO Please note that the processing time for a subpoena is three to four weeksIf 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] Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ June 29, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the Revdex.com My attempts to contact you by phone at (XXX) XXX-XXXX on June 24, and 26, 2015, were unsuccessful; however, I left three messages You expressed concern with the balance of $on your accountYou maintain that you disconnected your service in March You also said that you returned the equipment and did not receive any notification of the balance prior to the collection calls that you received Your service was activated on November 20, 2013, with a 24-month commitmentAlthough you contacted us on April 15, 2014, to disconnect your service, our records show that you accepted an offer to place your service on DISH PauseConfirmation of the DISH Pause option was sent via email to you at ***@RURALTEL.NET on the same date DISH Pause is $a month and can be used for up to nine monthsAdditionally, DISH Pause will extend your term commitment by the number of months that the service is pausedDISH Pause was removed on January 25, 2015, because the allowed time for DISH Pause was exceededAs a result, your previous service charges were reinstated Your service was disconnected on April 15, 2015, for non-paymentSince your term commitment was not fulfilled, an early termination fee of $was applied to your accountYour account was also left with an unpaid service balance of $ Please be advised that the leased equipment has serial numbers that will automatically be linked to your account when it is returnedAlthough you indicated that you returned the leased equipment, our records do not show that it was receivedAs a result, you were charged $for unreturned equipment DISH Network provided notification of the balance to the address and phone numbers that we have on filePlease note that this information is different from the information listed on your complaintAs the balance was unpaid, it was referred to collections on May 16, I made an exception and removed the service balance and unreturned equipment feesThis will leave your account with a balance of $for the early termination fee (plus tax)We are asking that the balance be paid If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
[redacted] ** [redacted] *** [redacted] [redacted] Dear MsRoberts: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.comYou disputed the denial of your damage claim and said that DISH Network tried to debit your bank account without your authorizationOur records indicate that you received a standard pole-mount installation During the installation, the technician installs a pole to mount the dish on and buries the cable from the dish to your house We do not provide additional landscaping after the installation is completed Enclosed is a copy of your signed service agreement, wherein you agreed that your pole installation was satisfactoryYou disconnected your service on December 21, 2015, and, as you signed a 24-month agreement (enclosed), an early termination fee of $was applied to your accountPer the terms of the enclosed Digital Home Advantage agreement, DISH Network may automatically debit the fee On December 22, 2015, you were emailed notice that DISH Network may do so beginning January 11, Additionally, as your account is enrolled in automatic payments, our system attempted to debit your balance of $on your January 5, 2016, due dateAs you approved the installation of the pole and burying of the cable and as it was found that you received service that would be expected for this type of installation, we are unable to provide reimbursement for your landscaperIf 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 ###-###-#### [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/05/22) */ May 19, Mrand Mrs [redacted] and [redacted] Spring Beach Dr Rome City, IN XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mrand Mrs [redacted] : On May 15, 2015, we received your complaint, dated May 14, 2015, filed with the Revdex.com You said that DISH Network is charging you for unreturned equipment after you sent your equipment back with the box and label we providedYou requested that the unreturned equipment fee be reversed, and an updated statement so that you can submit your final payment When we spoke I explained that you have been billed for the TRIA located on your internet satellite dishYou advised me that the TRIA was returned and you provided me with a tracking numberI told you that I reversed the unreturned equipment fee and I informed you that a new bill will be sent on May 29, I also advised you that once we have received and posted your final payment, I will ensure that the debt is removed from your credit bureau file If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear Mr [redacted] : On March 9, 2016, we received your correspondence, dated March 8, 2016, filed with the Revdex.comYou expressed concern with the pixilation issues you have experienced and you indicated that these issues could not be corrected by techniciansYou requested a refund for the early termination feeWhen we spoke today, I advised you that the early termination fee was previously waivedYou may cancel your service at any time without a penaltyYour refund request cannot be honored, as no funds were collected for the early termination feeWe regret any inconvenience you may have experiencedIf 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 ###-###-####
September 18, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On September 14, 2017, we received your complaint, dated September 13, 2017, filed with the Revdex.com You maintain that you agreed to a monthly rate of $and you expressed concern with the increased priceYou requested to review the recorded call When we spoke today I informed you that when I reviewed your call from June 17, 2017, I found that you accepted the Renewal Offer with the America’s Top package with locals and the DVR service for $including tax If you would like to review the recorded call, you may submit a subpoena to: [redacted] 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, 2015/05/28) */ May 21, [redacted] PO Box XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the RevDex.com You stated that you contacted DISH Network to add programmingYou were told that the charges would be applied to your next billThis was not the caseYou were charged $when you were expecting a charge of $60.36, which created an unexpected financial hardshipAdditionally, you were informed that you would be charged a fee for the equipment return should you disconnect the serviceYou do not feel that the customer service representatives have provided you with correct informationYou requested a credit for a full month of service When we spoke today, we reviewed your billing and the credits that you were providedI explained that these changes took place the day your auto-payment was generated, causing the prorated programming charge to be included in the payment totalI also informed you that I am unable to provide you credit for a full month of service; however, I applied a $credit to your accountYou 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] ***
May 27, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On May 27, 2016, we received your complaint, dated May 26, 2016, filed with the Revdex.com (Revdex.com) You maintain that I have not returned your calls and that you have not received written documentation of the offers I providedYou also mentioned that your internet service is still at the 10/GB package On May 19, 2016, I received a message from you stating that you did not want to accept one of my offers until you received written confirmation: therefore, I honored your request and I provided you with your request on May 18, When I received two additional messages from you, I returned your calls on May 26, 2016, at 7:am MDT., and I informed you that the Revdex.com reply was your written confirmationI informed you that it was posted to the Revdex.com site on Friday May 20, 2016, and that we also mailed you a hard copy As advised in my previous response, I provided you with the option to either upgrade your internet service to the 50/GB for the price of $for two years or to be released from your 24-month agreement Your account will remain as is and no changes will be made until you advise me of your decisionOnce you have made a choice, you may leave me a message at the phone number provided below If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
December 12, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com You disputed the 24-month commitment associated with your DISH network account You said that you were never advised that you were renewing your 24-month commitment when you added a received to your account I attempted to reach you at [redacted] on December 8, 9, and 12, 2016, and I left three voicemails As I advised you in my message, I reviewed your November 2, 2016, call and found that you were not provided with our full standard disclosures As such, I waived the 24-month commitment associated with your accountWe sincerely regret any inconvenience this issue may have caused and appreciate you bringing this issue to our attention so we may handle it internally If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
December 30, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On December 23, 2015, we received your complaint, dated December 22, 2015, filed with the Revdex.comMy attempts to reach you by phone on December 28, and 30, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that DISH Network debited your credit card account without your authorization, and you requested a refund In order to assist you, I need further information regarding the transactions in questionPlease contact me at your convenienceWe also recommend that you dispute the charges with your credit card provider 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] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ June 25, [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On June 17, 2015, we received your complaint, dated June 9, 2015, filed with the RevDex.com You requested to be released from your 24-month agreement for the internet service provided by DISH NetworkYou are dissatisfied with the data capacity and that you were not informed that additional Gigabytes (GB) were available for purchaseYou also indicated that you were not informed of the additional cost and equipment charges I requested that your sales call be reviewed, and it was determined that the data capacity, $monthly modem fee, and additional equipment costs were disclosed When I spoke with you by telephone today, I informed you that the data packages are provided at the time of sale but any additional GB are not, as these are optional and not required You informed me that you had your own router and did not need to purchase one from usHowever, you needed an HDMI cable for your TV service and purchased one from the installation technician As an exception, I waived the $early termination fee and submitted a refund for that amount Additionally, since your three free months of Showtime, Starz and Blockbuster @Home expired on June 16, 2015, I removed the programming at your requestOnce removed, a prorated adjustment of $was applied to your accountI applied an additional adjustment of $to equal the $charge that appeared on your billing statementA prorated adjustment of $was applied to the account when the Blockbuster @Home package was removed and I applied an additional $to equal the $charge that appeared on your billing statementI also provided you the HD apackage for freeFurthermore, as an exception, I waived the $Power-Relocation Kit fee Please note that your six free months of the Protection Plan will expired in two more months and you will begin to be billed at the regular rate of $if the plan is not removed Your current monthly service charges are $but, since you receive a $monthly discount for months, your bill is currently reduced to $before tax If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The complaint has been cleared up to my satisfaction
July 15, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On July 12, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com You expressed concern with the information that was reported to collections by DISH NetworkYou indicated that you agreed to pay the balance, but the information was not removed from your credit report as promised Your service was disconnected on November 14, 2014, for non-paymentAt that time, your service was left with an unpaid service balance of $ Since the balance was not paid, it was referred to collections on March 5, Our records show that the balance of $was paid on February 8, 2016, leaving your account with a zero balanceAt that time, your account was updated with the collection agency to reflect “paid” When I spoke with you by phone today, I advised you that I requested that any information reported to the credit bureaus be removedPlease allow six to eight weeks for processing 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
June 3, 2016 Mr. [redacted] ** [redacted] Re: BBB Complaint # [redacted] ... [redacted] - [redacted] Dear Mr. [redacted] : On May 31, 2016, we received your complaint, dated May 28, 2016, filed with the RevDex.com. You said that you were told you had been released from your contract; however, when you called to disconnect your account, you were advised that you would be charged an early termination fee. You requested that you are not charged a fee for disconnecting your account. Our records reflect that you spoke with Mr. [redacted] in our Executive Escalations Department yesterday and he agreed to release you from your contract. He also set up your account to be disconnected on June 7, 2016, at your request. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/12/10) */ December 9, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On December 4, 2015, we received your complaint, dated December 3, 2015, filed with the Revdex.comMy attempts to reach you by phone on December 7, and 9, 2015, have been unsuccessfulI was not given the option to leave a voice message You said that you have been charged for service after you canceled your accountYou requested all charges be reversed and that the debt be removed from your credit report Our records show that you agreed to put your service on DISH Pause on November 4, You were sent an email to [redacted] @gmail.comBecause you didn't contact us after you exceeded the maximum time frame of nine months, your service was restoredAn email was also sent informing you that your service had been restored As an exception, I waived all charges and I requested that the debt be removed from your credit reportPlease allow eight weeks for processing If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)