March 16, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com You said you were told that the monthly billing rate was supposed to $for six months When we spoke today, I advised you that I will honor the price of $for six monthsHowever, when the credit of $ends in August 2016, the regular programming price will applyYou accepted this resolution In addition, to assist with the monthly cost you may downgrade your programming package at any time We thank you for bringing this matter to our attentionWe regret any inconvenience you may have experienced 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: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
March 31, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com You stated that you contacted DISH Network twice to disconnect your serviceYou were informed of your early termination fee and you requested that you be sent a paper statement reflecting the chargeThis was required to obtain reimbursement from your new service providerYou were not provided the statement as requestedYou have made several unsuccessful attempts to resolve the matter and the delay prevented you from receiving the reimbursementYou requested that the balance be resolved and removed from collections When we spoke today, I apologized for your experience and agreed to waive your early termination fee, as a courtesyAdditionally, 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted]
June 13, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On June 13, 2016, we received your complaint, dated June 9, 2016, filed with the Revdex.com You said that you were advised that your payment of $would be canceled but it was not A review of our records indicate that this issue was previously resolved through the Florida Attorney General’s Office 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri June 10, Mr [redacted] Office of Citizen Services Office of the Attorney General State of Florida The Capitol, PL-Tallahassee, FL 32399- Re: Mr [redacted] Issue Number: [redacted] Dear Mr [redacted] : On June 8, 2016, we received your correspondence, dated June 8, 2016, regarding Mr [redacted] *** Mr [redacted] said that he accidentally made a payment through his bank account instead of his credit card account He requested that DISH Network cancel that payment but it was not cancelled, and this caused a non-sufficient funds (NSF) fee He also expressed concern about the level of customer service he received When I spoke with Mr***, I advised him that a review of his May 29, 2016, call recording revealed that he was told his payment would be refunded--not cancelled Our system does not allow for the cancellation of payments When Mr [redacted] contacted us later, the agents with whom he spoke explained that as his account still had a balance of $after the initial $payment was applied, his second payment through his credit card account covered that amount, leaving a credit balance of $ As the balance due was for service rendered and the initial error in making the payment was not a DISH Network error, the agents advised Mr [redacted] that DISH Network will not normally approve a refund in the situation Nevertheless, since our agent advised Mr [redacted] that he would refund the initial payment, I emailed our Refunds Team to request that they approve his refund I also applied a one-time $credit to Mr***’s DISH Network account, as a courtesy We sincerely regret any confusion this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: MrRandy [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Re: BBB Complaint # [redacted] 8 [redacted] 1 [redacted] 8 Dear Mr. [redacted] : On April 26, 2016, we received your complaint, dated April 25, 2016, filed with... the RevDex.com. You expressed concern that your Sling Adapter has been replaced two times and you are still not able to get access to DISH Anywhere. You have not received a promised call back from our technical support department. When I spoke with you by telephone today, I apologized for the inconvenience. Our records show that the technical support department has attempted to contact you with no success, and they left a message. I scheduled a free technician visit for Monday May 2, 2016, between the hours of 12:00 pm and 5:00 pm. Due to the inconvenience, I provided one month free of your core programming ($64.99). If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ October 2, [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 29, 2015, we received your complaint, dated September 28, 2015, filed with the Revdex.com You indicated that you have not received a refund as promised and you were given different information on when the refund would be completed Two Electronic Funds Transfer (EFT) payments ($and $161.51) were made through your online DISH Network account on September 6, An EFT refund for one of the payments was submitted on September 11, Please note that the processing time for this type of refund is days, which includes a hold time of days to ensure that the payment is not returnedOur records show that the refund was applied to your checking account on September 25, As a courtesy, two credits totaling $were applied to your account on September 16, 2015, to cover the current balance due When I spoke with you by phone on October 1, 2015, you confirmed that you received the refund We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnelWe strive to provide excellent service and regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at (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] ***
(The consumer indicated he/she DID NOT accept the response from the business.) I just received a bill for $I guess this is my "final bill" so now I wonder why it is this much Part of this bill is for services in DecemberThe services were disconnected in November so I didn't even have access in December Also, when I obtained the Hopper and the Joey's I paid close to $for them (in advance) and were told they were MINE since I paid that much for them So why is my bill $
Complaint: [redacted] I am rejecting this response and would like to speak to someone besides youYou were also rudeMy husband also stated he didn’t call yet you continued to tell me you were listening to a call and he did ask to cancel the protection plan that I cancelleI canceled the service as I stated an asked for an apology for the rude customer service and still was not given oneI am happy my service is canceled but am not happy with the bad customer serviceIt is never ok to provide the customer service I have received regardless of your personal feelings Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/09) */ June 8, Ms [redacted] *** [redacted] , [redacted] ***- [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms***: On May 26, 2015, we received your complaint, dated May 22, 2015, filed with the Revdex.com I unsuccessfully attempted to contact you at (***) ***- [redacted] on June 4, and 6, 2015, and I left three messages You indicated that the payment that you made on May 15, 2015, was rejected because the customer service representative used a different state routing numberYou claim that because of this, you are restricted from making check payments using our automated system, online payments, or payments by check through our customer service agent Thank you for bringing this issue to our attentionIt will be addressed internally A review of this situation reveals that the check was returnedI apologize for the inconvenience and the restriction on your accountwas liftedI also applied a $credit to your account for four late fees In addition, you stated that your bank account number ends in #and not #Please note that the is the last four digits of your DISH Network account number--not your bank account number If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
September 14, Dear Mr [redacted] : On September 7, 2016, we received your complaint, dated September 4, 2016, filed with the Revdex.com You said that you disconnected your DISH Network account due to auto-pay and technical issues You also expressed concern about the return of your leased receiver I attempted to reach you at ###-###-#### on September 12, 13, and 14, 2016, and I left three voicemails Our records indicate that your automatic payments failed due to a decline response from your credit card company beginning in February We were contacted on July 6, 2016, concerning your billing and you advised our agents that you did not wish to pay your past-due balance, and you wished to disconnect your service Please note that our agents are not able to call out to advise you that your payment failed DISH Network sends emails to advise you of any payment issues You reported a technical issue on the same day, but other than that report we have no record of any issues being reported Please note that in order to upgrade your receiver, a technician visit is required to install the new receiver, so it cannot be shipped Our records indicate that we received your receiver todayOnce it has been processed, the $449.00, and $in unreturned equipment fees, will be reversed and any credit balance will be refunded to you If you are not able to safely access your satellite dish, we not require the return of the LNBF attached to it As your balance was paid, you currently have a zero balance and nothing was reported to your credit file 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
June 9, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 7, 2016, we received your complaint, dated June 5, 2016, filed with the Revdex.com You said that your service was put on DISH Pause for three months and that it was restored without your knowledgeYou expressed concern regarding being billed for services you were not receiving When we spoke, I told you that we sent an email to you at [redacted] @yahoo.com on March 29, 2016, explaining the DISH Pause processHowever, as a courtesy, I agreed to apply a time-without-service credit of $to your account You also expressed concern that a payment was debited from your credit card account that didn’t have the necessary fundsI advised you that the payment in question was made through our web-based applicationNonetheless, I agreed to provide you with a $refund as an exceptionPlease allow 2-business days for processing the refund to your credit card account I also informed you that the two credits of $you were offered have been applied to your account 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]
March 23, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 22, 2016, we received your complaint, dated March 19, 2016, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you moved and the technician who was sent to your home advised you that there was no clear signal for serviceYou also stated that a second technician was not sent to your home on March 19, 2016, as promised Your service was activated on October 21, 2015, with a 24-month commitmentPer your promotion agreement, you are still bound to the term commitment if you change your residence Although we show that a technician was sent to your home on March 12, 2016, to install service at your new residence, we have no confirmation from him that there was no line of sightIn addition, our records do not reflect that a second appointment was scheduled for March 19, When I spoke with you by phone on March 22, 2016, you declined my offer to schedule an appointmentI made an exception and waived your 24-month commitmentAs you requested, I disconnected your service If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
December 5, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com You claim that you were unable to resolve a billing issue because our customer service agents did not speak clear EnglishTherefore, you disconnected your service and disputed the early termination feeYou requested that the account be removed from collections You established this account under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) on March 26, 2015, which included an early termination fee if the commitment was not fulfilledThe service was disconnected due to non-payment on April 22, 2016, and an early termination fee was applied to your account We were able to locate one call on March 29, A review of this call reveals that the agent spoke perfect EnglishThe agent advised you that your 12-month promotion ($monthly credit) expired and you were now being billed the regular rateHe offered to lower our package or to provide you with a $monthly credit, but you declinedDuring the call he also reminded you of the commitment and the early termination fee The last payment we received was on February 27, 2017, for $No further payments were made and the balance carried over, which resulted in the service being disconnected for non-payment on April 22, Since you did not fulfill your commitment, you were charged a $early termination feeYou were also billed a $equipment return fee and $for service rendered The total balance of $was sent to collections on June 3, 2016, and was not paid until November 13, When I spoke with you by telephone today, I advised you that your credit file will be updated to show that the debt was paid; however, it cannot be removed completely from your file During our conversation, you requested all records for your accountTo receive the account records you requested, we require a subpoena be provided to DISH Network L.L.Cvia fax (720) 514-or mail: DISH Network L.L.C, Attn: Subpoena Request, PO Box 6655, Englewood, CO If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I never agreed to putting my service on hold, it was cancelledI asked them to collect their equipment which they didn'tI was extremely disappointed with the service and feel they took advantage of meI also never gave them permission to access my checking account and take out withdrawals after a year
August 9, Dear Mr [redacted] : On August 5, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com You expressed concern that a DISH Network van cut you off on the highway I want to thank you for bringing this matter to our attentionWe take these allegations seriously and we will be investigating this claim 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
Initial Business Response / [redacted] (4000, 8, 2015/08/18) */ August 13, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] : On August 7, 2015, we received your correspondence, dated August 6, 2015, filed with the Revdex.com You disputed the fees for the return of the leased equipment to DISH NetworkYou requested a refund of $ I attempted to reach you at (XXX) XXX-XXXX on August 11, and 13, I left three voice messagesAlthough you returned my call, we were unable to speak directly A review of your account indicates that you participated in the DISH'n It Up promotionUnder this promotion, you agreed to return the leased equipment to DISH Network and bear all cost and expenses of the returnBecause we do not have a local warehouse drop-off location, we provide our customers with return boxes and labelsAs a courtesy, the three $box return fees were removed from your account on August 5, In addition, a refund of $was applied to your credit card account ending in on August 12, This refund is for the last payment made for the service period of July 20, 2015, through August 19, Please note that the remaining credit of $is for adjustments applied to your account, not for over payment; therefore, no additional refund is warrantedI regret any confusion If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Final Consumer Response / [redacted] (4200, 6, 2015/08/11) */ I called dish as I had a question in regards to returning the boxes and I demanded a managerthe woman I spoke to stated she would credit me the $and issue my refund of $told me I should see it back in my account in 5-daysI a waiting to see if she did refund me
February 16, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On February 13, 2017, we received your complaint, dated February 12, 2017, filed with the Revdex.com You said you were advised that your monthly rate would remain the same for months, but your rate increased by $per month When we spoke, I advised you that I reviewed your sales call and found there may have been some confusion about your programming package You contacted us about an advertisement for the Flex Pack, but you received the Smart Pack instead As the Smart Pack does not qualify for the 24-month Price Guarantee promotion, your monthly rate increased by $in January As I explained, I applied a monthly $credit for months and I waived the 24-month commitment associated with your account We sincerely regret any confusion this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Phone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/11) */ May 7, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On May 1, 2015, we received your correspondence, dated April 30, 2015, filed with the RevDex.com You stated that dishNET billed you $for an early termination feeYou indicated that you were provided incorrect information regarding the balance owed on your account and due to financial hardship you were forced to disconnect your serviceYou requested that your early termination fee be waived and removed from collections When we spoke today, 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 It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
February 25, Mrand Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mrand Mrs [redacted] : On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com You said you are experiencing technical issues with the HD channels and you expressed concern with the cost of a technician visit When we spoke February 22, 2016, I informed you that DISH Network offers a 60-day warranty from the date of installation If a technician visit is requested after this date, the cost is $However, if the customer subscribes to the Protection Plan at $per month, the technician visit cost is reduced to $You disagreed with my explanation and I advised you I will follwith a letter response If you would like to subscribe to the Protection Plan, I will make an exception and waive the $technician visit feePlease note that if the Protection Plan is removed prior to days after adding it, a $fee will apply After our initial conversation, a free technician visit was completed today 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: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** Tell us why here
Initial Business Response / [redacted] (1000, 12, 2015/06/01) */ May 27, Ms [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 maintain that the signature on your contract was forgedYou requested that your account balance be adjusted off and that the leased equipment be removed from your home When we spoke, I advised you that I was unable to locate a copy of your contract; therefore, I waived your early termination and return shipping feesI also informed you that a $charge would apply for us to send a technician to remove your equipment Once the leased equipment is returned, your account balance will be $ If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, Scott Diaz Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My request to Scott Diaz from Dish was the following: Equipment will be sent back at their expense They are to remove at their expense the dish That any damage that they incur with the removal of said dish, that they remedy it correctly so no leakage will occur I want in writing that this will indeed occur, and I will pay what I owe I offered to forward the agreement that was not signed by me, he did not want it Final Consumer Response / [redacted] (4200, 18, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not pay for removing the dist is their responsibilityThey are very arrogant when they are the ones to put someones signature on an agreement that is not binding to meThe receivers are going back this week, I want a written agreement that they will remove the dish at their expenseOnce I receive a signed agreement that Dish will remove the dish off my roof at their expense, I will pay them rgw $ Final Business Response / [redacted] (4000, 20, 2015/06/16) */ June 15, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 15, 2015, we received your rebuttal, dated June 9, 2015, filed with the Revdex.com You said that you will make your final payment once we remove your satellite dish at no cost Your request to have the fee for removing your satellite dish waived is denied If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, Scott Diaz Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
March 16, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com You said you were told that the monthly billing rate was supposed to $for six months When we spoke today, I advised you that I will honor the price of $for six monthsHowever, when the credit of $ends in August 2016, the regular programming price will applyYou accepted this resolution In addition, to assist with the monthly cost you may downgrade your programming package at any time We thank you for bringing this matter to our attentionWe regret any inconvenience you may have experienced 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: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
March 31, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com You stated that you contacted DISH Network twice to disconnect your serviceYou were informed of your early termination fee and you requested that you be sent a paper statement reflecting the chargeThis was required to obtain reimbursement from your new service providerYou were not provided the statement as requestedYou have made several unsuccessful attempts to resolve the matter and the delay prevented you from receiving the reimbursementYou requested that the balance be resolved and removed from collections When we spoke today, I apologized for your experience and agreed to waive your early termination fee, as a courtesyAdditionally, 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted]
June 13, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On June 13, 2016, we received your complaint, dated June 9, 2016, filed with the Revdex.com You said that you were advised that your payment of $would be canceled but it was not A review of our records indicate that this issue was previously resolved through the Florida Attorney General’s Office 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri June 10, Mr [redacted] Office of Citizen Services Office of the Attorney General State of Florida The Capitol, PL-Tallahassee, FL 32399- Re: Mr [redacted] Issue Number: [redacted] Dear Mr [redacted] : On June 8, 2016, we received your correspondence, dated June 8, 2016, regarding Mr [redacted] *** Mr [redacted] said that he accidentally made a payment through his bank account instead of his credit card account He requested that DISH Network cancel that payment but it was not cancelled, and this caused a non-sufficient funds (NSF) fee He also expressed concern about the level of customer service he received When I spoke with Mr***, I advised him that a review of his May 29, 2016, call recording revealed that he was told his payment would be refunded--not cancelled Our system does not allow for the cancellation of payments When Mr [redacted] contacted us later, the agents with whom he spoke explained that as his account still had a balance of $after the initial $payment was applied, his second payment through his credit card account covered that amount, leaving a credit balance of $ As the balance due was for service rendered and the initial error in making the payment was not a DISH Network error, the agents advised Mr [redacted] that DISH Network will not normally approve a refund in the situation Nevertheless, since our agent advised Mr [redacted] that he would refund the initial payment, I emailed our Refunds Team to request that they approve his refund I also applied a one-time $credit to Mr***’s DISH Network account, as a courtesy We sincerely regret any confusion this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: MrRandy [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Re: BBB Complaint # [redacted] 8 [redacted] 1 [redacted] 8 Dear Mr. [redacted] : On April 26, 2016, we received your complaint, dated April 25, 2016, filed with... the RevDex.com. You expressed concern that your Sling Adapter has been replaced two times and you are still not able to get access to DISH Anywhere. You have not received a promised call back from our technical support department. When I spoke with you by telephone today, I apologized for the inconvenience. Our records show that the technical support department has attempted to contact you with no success, and they left a message. I scheduled a free technician visit for Monday May 2, 2016, between the hours of 12:00 pm and 5:00 pm. Due to the inconvenience, I provided one month free of your core programming ($64.99). If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ October 2, [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 29, 2015, we received your complaint, dated September 28, 2015, filed with the Revdex.com You indicated that you have not received a refund as promised and you were given different information on when the refund would be completed Two Electronic Funds Transfer (EFT) payments ($and $161.51) were made through your online DISH Network account on September 6, An EFT refund for one of the payments was submitted on September 11, Please note that the processing time for this type of refund is days, which includes a hold time of days to ensure that the payment is not returnedOur records show that the refund was applied to your checking account on September 25, As a courtesy, two credits totaling $were applied to your account on September 16, 2015, to cover the current balance due When I spoke with you by phone on October 1, 2015, you confirmed that you received the refund We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnelWe strive to provide excellent service and regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at (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] ***
(The consumer indicated he/she DID NOT accept the response from the business.) I just received a bill for $I guess this is my "final bill" so now I wonder why it is this much Part of this bill is for services in DecemberThe services were disconnected in November so I didn't even have access in December Also, when I obtained the Hopper and the Joey's I paid close to $for them (in advance) and were told they were MINE since I paid that much for them So why is my bill $
Complaint: [redacted] I am rejecting this response and would like to speak to someone besides youYou were also rudeMy husband also stated he didn’t call yet you continued to tell me you were listening to a call and he did ask to cancel the protection plan that I cancelleI canceled the service as I stated an asked for an apology for the rude customer service and still was not given oneI am happy my service is canceled but am not happy with the bad customer serviceIt is never ok to provide the customer service I have received regardless of your personal feelings Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/09) */ June 8, Ms [redacted] *** [redacted] , [redacted] ***- [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms***: On May 26, 2015, we received your complaint, dated May 22, 2015, filed with the Revdex.com I unsuccessfully attempted to contact you at (***) ***- [redacted] on June 4, and 6, 2015, and I left three messages You indicated that the payment that you made on May 15, 2015, was rejected because the customer service representative used a different state routing numberYou claim that because of this, you are restricted from making check payments using our automated system, online payments, or payments by check through our customer service agent Thank you for bringing this issue to our attentionIt will be addressed internally A review of this situation reveals that the check was returnedI apologize for the inconvenience and the restriction on your accountwas liftedI also applied a $credit to your account for four late fees In addition, you stated that your bank account number ends in #and not #Please note that the is the last four digits of your DISH Network account number--not your bank account number If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
September 14, Dear Mr [redacted] : On September 7, 2016, we received your complaint, dated September 4, 2016, filed with the Revdex.com You said that you disconnected your DISH Network account due to auto-pay and technical issues You also expressed concern about the return of your leased receiver I attempted to reach you at ###-###-#### on September 12, 13, and 14, 2016, and I left three voicemails Our records indicate that your automatic payments failed due to a decline response from your credit card company beginning in February We were contacted on July 6, 2016, concerning your billing and you advised our agents that you did not wish to pay your past-due balance, and you wished to disconnect your service Please note that our agents are not able to call out to advise you that your payment failed DISH Network sends emails to advise you of any payment issues You reported a technical issue on the same day, but other than that report we have no record of any issues being reported Please note that in order to upgrade your receiver, a technician visit is required to install the new receiver, so it cannot be shipped Our records indicate that we received your receiver todayOnce it has been processed, the $449.00, and $in unreturned equipment fees, will be reversed and any credit balance will be refunded to you If you are not able to safely access your satellite dish, we not require the return of the LNBF attached to it As your balance was paid, you currently have a zero balance and nothing was reported to your credit file 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
June 9, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 7, 2016, we received your complaint, dated June 5, 2016, filed with the Revdex.com You said that your service was put on DISH Pause for three months and that it was restored without your knowledgeYou expressed concern regarding being billed for services you were not receiving When we spoke, I told you that we sent an email to you at [redacted] @yahoo.com on March 29, 2016, explaining the DISH Pause processHowever, as a courtesy, I agreed to apply a time-without-service credit of $to your account You also expressed concern that a payment was debited from your credit card account that didn’t have the necessary fundsI advised you that the payment in question was made through our web-based applicationNonetheless, I agreed to provide you with a $refund as an exceptionPlease allow 2-business days for processing the refund to your credit card account I also informed you that the two credits of $you were offered have been applied to your account 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]
March 23, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 22, 2016, we received your complaint, dated March 19, 2016, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you moved and the technician who was sent to your home advised you that there was no clear signal for serviceYou also stated that a second technician was not sent to your home on March 19, 2016, as promised Your service was activated on October 21, 2015, with a 24-month commitmentPer your promotion agreement, you are still bound to the term commitment if you change your residence Although we show that a technician was sent to your home on March 12, 2016, to install service at your new residence, we have no confirmation from him that there was no line of sightIn addition, our records do not reflect that a second appointment was scheduled for March 19, When I spoke with you by phone on March 22, 2016, you declined my offer to schedule an appointmentI made an exception and waived your 24-month commitmentAs you requested, I disconnected your service If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
December 5, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com You claim that you were unable to resolve a billing issue because our customer service agents did not speak clear EnglishTherefore, you disconnected your service and disputed the early termination feeYou requested that the account be removed from collections You established this account under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) on March 26, 2015, which included an early termination fee if the commitment was not fulfilledThe service was disconnected due to non-payment on April 22, 2016, and an early termination fee was applied to your account We were able to locate one call on March 29, A review of this call reveals that the agent spoke perfect EnglishThe agent advised you that your 12-month promotion ($monthly credit) expired and you were now being billed the regular rateHe offered to lower our package or to provide you with a $monthly credit, but you declinedDuring the call he also reminded you of the commitment and the early termination fee The last payment we received was on February 27, 2017, for $No further payments were made and the balance carried over, which resulted in the service being disconnected for non-payment on April 22, Since you did not fulfill your commitment, you were charged a $early termination feeYou were also billed a $equipment return fee and $for service rendered The total balance of $was sent to collections on June 3, 2016, and was not paid until November 13, When I spoke with you by telephone today, I advised you that your credit file will be updated to show that the debt was paid; however, it cannot be removed completely from your file During our conversation, you requested all records for your accountTo receive the account records you requested, we require a subpoena be provided to DISH Network L.L.Cvia fax (720) 514-or mail: DISH Network L.L.C, Attn: Subpoena Request, PO Box 6655, Englewood, CO If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I never agreed to putting my service on hold, it was cancelledI asked them to collect their equipment which they didn'tI was extremely disappointed with the service and feel they took advantage of meI also never gave them permission to access my checking account and take out withdrawals after a year
August 9, Dear Mr [redacted] : On August 5, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com You expressed concern that a DISH Network van cut you off on the highway I want to thank you for bringing this matter to our attentionWe take these allegations seriously and we will be investigating this claim 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
Initial Business Response / [redacted] (4000, 8, 2015/08/18) */ August 13, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] : On August 7, 2015, we received your correspondence, dated August 6, 2015, filed with the Revdex.com You disputed the fees for the return of the leased equipment to DISH NetworkYou requested a refund of $ I attempted to reach you at (XXX) XXX-XXXX on August 11, and 13, I left three voice messagesAlthough you returned my call, we were unable to speak directly A review of your account indicates that you participated in the DISH'n It Up promotionUnder this promotion, you agreed to return the leased equipment to DISH Network and bear all cost and expenses of the returnBecause we do not have a local warehouse drop-off location, we provide our customers with return boxes and labelsAs a courtesy, the three $box return fees were removed from your account on August 5, In addition, a refund of $was applied to your credit card account ending in on August 12, This refund is for the last payment made for the service period of July 20, 2015, through August 19, Please note that the remaining credit of $is for adjustments applied to your account, not for over payment; therefore, no additional refund is warrantedI regret any confusion If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Final Consumer Response / [redacted] (4200, 6, 2015/08/11) */ I called dish as I had a question in regards to returning the boxes and I demanded a managerthe woman I spoke to stated she would credit me the $and issue my refund of $told me I should see it back in my account in 5-daysI a waiting to see if she did refund me
February 16, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On February 13, 2017, we received your complaint, dated February 12, 2017, filed with the Revdex.com You said you were advised that your monthly rate would remain the same for months, but your rate increased by $per month When we spoke, I advised you that I reviewed your sales call and found there may have been some confusion about your programming package You contacted us about an advertisement for the Flex Pack, but you received the Smart Pack instead As the Smart Pack does not qualify for the 24-month Price Guarantee promotion, your monthly rate increased by $in January As I explained, I applied a monthly $credit for months and I waived the 24-month commitment associated with your account We sincerely regret any confusion this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Phone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/11) */ May 7, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On May 1, 2015, we received your correspondence, dated April 30, 2015, filed with the RevDex.com You stated that dishNET billed you $for an early termination feeYou indicated that you were provided incorrect information regarding the balance owed on your account and due to financial hardship you were forced to disconnect your serviceYou requested that your early termination fee be waived and removed from collections When we spoke today, 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 It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
February 25, Mrand Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mrand Mrs [redacted] : On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com You said you are experiencing technical issues with the HD channels and you expressed concern with the cost of a technician visit When we spoke February 22, 2016, I informed you that DISH Network offers a 60-day warranty from the date of installation If a technician visit is requested after this date, the cost is $However, if the customer subscribes to the Protection Plan at $per month, the technician visit cost is reduced to $You disagreed with my explanation and I advised you I will follwith a letter response If you would like to subscribe to the Protection Plan, I will make an exception and waive the $technician visit feePlease note that if the Protection Plan is removed prior to days after adding it, a $fee will apply After our initial conversation, a free technician visit was completed today 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: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** Tell us why here
Complaint: I am rejecting this response because: I will only accept a refund due to misrepresentation Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 12, 2015/06/01) */ May 27, Ms [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 maintain that the signature on your contract was forgedYou requested that your account balance be adjusted off and that the leased equipment be removed from your home When we spoke, I advised you that I was unable to locate a copy of your contract; therefore, I waived your early termination and return shipping feesI also informed you that a $charge would apply for us to send a technician to remove your equipment Once the leased equipment is returned, your account balance will be $ If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, Scott Diaz Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My request to Scott Diaz from Dish was the following: Equipment will be sent back at their expense They are to remove at their expense the dish That any damage that they incur with the removal of said dish, that they remedy it correctly so no leakage will occur I want in writing that this will indeed occur, and I will pay what I owe I offered to forward the agreement that was not signed by me, he did not want it Final Consumer Response / [redacted] (4200, 18, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not pay for removing the dis
t is their responsibilityThey are very arrogant when they are the ones to put someones signature on an agreement that is not binding to meThe receivers are going back this week, I want a written agreement that they will remove the dish at their expenseOnce I receive a signed agreement that Dish will remove the dish off my roof at their expense, I will pay them rgw $ Final Business Response / [redacted] (4000, 20, 2015/06/16) */ June 15, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 15, 2015, we received your rebuttal, dated June 9, 2015, filed with the Revdex.com You said that you will make your final payment once we remove your satellite dish at no cost Your request to have the fee for removing your satellite dish waived is denied If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, Scott Diaz Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***