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] ***
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
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 ###-###-####
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] ***
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] ***
April 11, 2016 Ms. [redacted] ** [redacted] Re: BBB Complaint # [redacted] [redacted] - [redacted] ... Dear Ms. ***: On April 6, 2016, we received your complaint, dated April 4, 2016, filed with the RevDex.com. My attempts to contact you by phone at [redacted] on April 4, 8 and 11, 2016, were unsuccessful; however, I left three messages. You expressed concern with the debit of $100.00 that was applied to your credit card account. You maintain that the debit was unauthorized and you notified DISH Network that you would manually pay the balance on your account. You were enrolled in a 24-month commitment on January 4, 2015, when your equipment was upgraded through our DISH’n It Up promotion. Your service was disconnected on February 14, 2016, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $100.00 was applied to your account. You were also charged two $10.00 box return fees and service charges, leaving a total balance of $152.89. Although we received two $10.00 payments (on March 21, 2016, and April 1, 2016), your promotional agreement discloses that your credit card account may automatically be debited for any early termination, unreturned equipment and/or shipping fees. As a result, a debit of $100.00 was applied to your credit card account on April 4, 2016. Enclosed is a copy of your agreement for your review. The debit is valid; therefore, we are unable to bill you for the early termination fee as you requested. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] Enclosure
Dear Dr. ***: On February 10, 2016, we received your complaint, dated February 6, 2016, filed with the RevDex.com. You maintain that you were offered a two-year price guarantee when you upgraded your equipment, but that we have not honored the offer. Only one year was provided. A... review of the calls regarding the equipment upgrade in December 2015 reveals that there is no mention of a price guarantee. When I spoke with you by telephone today, you indicated that we advertised the Two-Year Price Guarantee online. I explained that in order to receive the offer, you have to be enrolled. You were not offered this option or enrolled with it. However, when I spoke with you by telephone today, I offered to adjust your account for the second year, as a previous agent already adjusted it for the first year. Additionally, I provided you with an additional offer of a $15.00 courtesy credit for 12 months since you have been a loyal customer since 2001. 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, 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] ***
January 4, Dear Mr [redacted] : On January 4, 2017, we received your complaint, dated January 3, 2017, filed with the Revdex.com You indicated that you did not sign a new 24-month agreement and although you requested a copy of a signed agreement, you have not received itYou mentioned your dissatisfaction with the customer service you received and that you only received copies of expired agreements We were unable to locate a new 24-month agreementHowever, the documented sales chat reveals that you agreed to a new two-year agreement when you exchanged your Hopper for Wally receivers and the 24-month commitment was disclosed during this chat When I spoke with you by telephone today, I informed you that as an exception, I waived the new 24-month agreement Boxes for the return of the Wally receivers are scheduled to be delivered on Thursday, January 5, Please return them along with the remotes to avoid unreturned equipment fees With regard to the customer service you received, I apologize for the confusion If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
September 8, Dear Ms***: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com You requested to be released from your 24-month commitment due to the loss of your local Fox channel This account was established under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed)It is disclosed in the DHA agreement that we reserve the right to change prices, programming and packagesThe commitment remains valid I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored We appreciate your patience and we thank you for your loyalty If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### Enclosure
Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ October 13, [redacted] XXX XXth [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On October 7, 2015, we received your complaint, dated October 6, 2015, filed with the Revdex.com You said that your local channels were added at $per month when you removed the MultiSport packageYou requested that your bill remain the same I attempted to reach you at (XXX) XXX-XXXX on October 8, and 13, 2015, and I left three voicemails In my last message I explained that DISH Network stopped offering programming packages without locals several years ago, as we reached near total coverage for local channelsCustomers who subscribed to no-local packages were grandfathered until any changes were made to their accountsAs you removed the MultiSport package, the locals were added automatically As I advised you in my message, because we appreciate your business, I applied a monthly $credit for months on top of the monthly $credit for months that you were receiving for this issueWe sincerely regret any inconvenience this may have caused If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
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] ***
March 30, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] and Mr [redacted] : On March 24, 2017, we received your complaint, dated March 23, 2017, filed with the Revdex.com You said DISH Network advised you that you owe a $although you were under the impression that your account was current When we spoke today, I advised you that your account balance is currently $We reviewed your monthly bills and the payments posted to your accountI advised you that we did not receive a payment for your January billI emailed a copy of your monthly statements to [redacted] for your review If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
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]
Complaint: [redacted] I am rejecting this response because: They have an that is constantly being projected on my televisionscreenThe response that was given by the CS people indicated that Dish Network had a "hold" on myaccount to decline payments from my checking acctAs for some promotion, this is the first I have heardofI had memos coming from this organizationTruth in lending???? Unheard of Sincerely, [redacted]
September 9, Dear Mr [redacted] : On August 29, 2016, we received your complaint, dated August 27, 2016, filed with the Revdex.com You said you were told that you had a 30-day trial period in which to cancel without penaltyYou expressed concern regarding ongoing technical issues and you would like to cancel your account without penalty When we spoke by phone, I explained that you set up your DISH Network account through Alternative Entertainment INC (###-###-####), a retailer of oursI sent your complaint to them and they provided a responseThey indicated that you were told that your HughesNet service carried a 30-day trial period We also discussed the technical issues you have been experiencing and I agreed to release you from your contractI told you that you can cancel your account at any time without penalty If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
(The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Can you please provide in writing that you are releasing me from the contract via e-mail or mail with your signature? This letter does not count as I can not save this as a document and you did not sign this Also, the contract was released because I did not sign it, not in the interest of customer serviceYou did not apply a $month credit to my account (nothing changed since we spoke this week I also left you a message that same day that goes unanswered or returned There has been a tech appointment made for SaturdayThank you! -- [redacted]
Complaint: [redacted] I am rejecting this response because: As I said in the first rejection, I was not just inconvenience it cost $for shipping/repackaging I sent back the $power strip as well and received no credit for that Since my first complaint and first rejection, I have continued to receive robo telephone calls from DISH network offering me the same package you were unable to deliver initially These calls come in the evening when I am trying to relax The last call I received was 6/09/and I explained to the young lady that I had already ask different times to be placed on the do not call list Your company had better get their act together My next call will be to the Florida attorney general for harassment Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ August 21, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXX Dear Ms***: On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the RevDex.com You said that you experienced technical issues with your internet serviceYou requested a refund and the disconnection of your internet account I attempted to reach you at (XXX) XXX-XXXX on August 19, and 21, 2015, and I left three messages In my last message, I advised you that I was unable to locate your internet account with the information providedOur records show a TV account at the address on your complaint, but no internet service I requested that you contact me with more information If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Dear Mrand Mrs***: On February 2, 2016, we received your correspondence, dated February 1, 2016, filed with the Revdex.comYou expressed concern with the monthly billing rate and maintain you are required to pay your bill through Credit Card AutoPay (CCA)You requested that your monthly billing rate remain $When we spoke today, I advised you that your account shows a history of monthly courtesy credits applying and when the credits end, you are billed the regular price for programmingThe last $credit ended on November 21, 2015; as a result, your bill increasedYou subscribe to the America’s Top package with DVR service and a Duo receiverThe monthly billing rate before tax is $In January DISH Network experienced a $increase for the America’s Top packageTo assist you with the programming cost, I made an exception and applied a $credit to your account for ten monthsWhen this credit ends, you will be billed the regular pricePlease note you may also downgrade your service at any time to make it more affordableYou are currently enrolled in CCA with paperless billingHowever, you may also pay your bill by mailing a check or money order to DISH Network at PO Box 94063, Palatine, IL 60094, or make credit card or check payments via Electronic Funds Transfer through your online accountThese forms of payment will also be accepted through our automated phone system at ###-###-####If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
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] ***
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
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 ###-###-####
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] ***
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] ***
April 11, 2016 Ms. [redacted] ** [redacted] Re: BBB Complaint # [redacted] [redacted] - [redacted] ... Dear Ms. ***: On April 6, 2016, we received your complaint, dated April 4, 2016, filed with the RevDex.com. My attempts to contact you by phone at [redacted] on April 4, 8 and 11, 2016, were unsuccessful; however, I left three messages. You expressed concern with the debit of $100.00 that was applied to your credit card account. You maintain that the debit was unauthorized and you notified DISH Network that you would manually pay the balance on your account. You were enrolled in a 24-month commitment on January 4, 2015, when your equipment was upgraded through our DISH’n It Up promotion. Your service was disconnected on February 14, 2016, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $100.00 was applied to your account. You were also charged two $10.00 box return fees and service charges, leaving a total balance of $152.89. Although we received two $10.00 payments (on March 21, 2016, and April 1, 2016), your promotional agreement discloses that your credit card account may automatically be debited for any early termination, unreturned equipment and/or shipping fees. As a result, a debit of $100.00 was applied to your credit card account on April 4, 2016. Enclosed is a copy of your agreement for your review. The debit is valid; therefore, we are unable to bill you for the early termination fee as you requested. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] Enclosure
Dear Dr. ***: On February 10, 2016, we received your complaint, dated February 6, 2016, filed with the RevDex.com. You maintain that you were offered a two-year price guarantee when you upgraded your equipment, but that we have not honored the offer. Only one year was provided. A... review of the calls regarding the equipment upgrade in December 2015 reveals that there is no mention of a price guarantee. When I spoke with you by telephone today, you indicated that we advertised the Two-Year Price Guarantee online. I explained that in order to receive the offer, you have to be enrolled. You were not offered this option or enrolled with it. However, when I spoke with you by telephone today, I offered to adjust your account for the second year, as a previous agent already adjusted it for the first year. Additionally, I provided you with an additional offer of a $15.00 courtesy credit for 12 months since you have been a loyal customer since 2001. 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, 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] ***
January 4, Dear Mr [redacted] : On January 4, 2017, we received your complaint, dated January 3, 2017, filed with the Revdex.com You indicated that you did not sign a new 24-month agreement and although you requested a copy of a signed agreement, you have not received itYou mentioned your dissatisfaction with the customer service you received and that you only received copies of expired agreements We were unable to locate a new 24-month agreementHowever, the documented sales chat reveals that you agreed to a new two-year agreement when you exchanged your Hopper for Wally receivers and the 24-month commitment was disclosed during this chat When I spoke with you by telephone today, I informed you that as an exception, I waived the new 24-month agreement Boxes for the return of the Wally receivers are scheduled to be delivered on Thursday, January 5, Please return them along with the remotes to avoid unreturned equipment fees With regard to the customer service you received, I apologize for the confusion If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
September 8, Dear Ms***: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com You requested to be released from your 24-month commitment due to the loss of your local Fox channel This account was established under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed)It is disclosed in the DHA agreement that we reserve the right to change prices, programming and packagesThe commitment remains valid I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored We appreciate your patience and we thank you for your loyalty If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### Enclosure
Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ October 13, [redacted] XXX XXth [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On October 7, 2015, we received your complaint, dated October 6, 2015, filed with the Revdex.com You said that your local channels were added at $per month when you removed the MultiSport packageYou requested that your bill remain the same I attempted to reach you at (XXX) XXX-XXXX on October 8, and 13, 2015, and I left three voicemails In my last message I explained that DISH Network stopped offering programming packages without locals several years ago, as we reached near total coverage for local channelsCustomers who subscribed to no-local packages were grandfathered until any changes were made to their accountsAs you removed the MultiSport package, the locals were added automatically As I advised you in my message, because we appreciate your business, I applied a monthly $credit for months on top of the monthly $credit for months that you were receiving for this issueWe sincerely regret any inconvenience this may have caused If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
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] ***
March 30, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] and Mr [redacted] : On March 24, 2017, we received your complaint, dated March 23, 2017, filed with the Revdex.com You said DISH Network advised you that you owe a $although you were under the impression that your account was current When we spoke today, I advised you that your account balance is currently $We reviewed your monthly bills and the payments posted to your accountI advised you that we did not receive a payment for your January billI emailed a copy of your monthly statements to [redacted] for your review If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
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]
Complaint: [redacted] I am rejecting this response because: They have an that is constantly being projected on my televisionscreenThe response that was given by the CS people indicated that Dish Network had a "hold" on myaccount to decline payments from my checking acctAs for some promotion, this is the first I have heardofI had memos coming from this organizationTruth in lending???? Unheard of Sincerely, [redacted]
September 9, Dear Mr [redacted] : On August 29, 2016, we received your complaint, dated August 27, 2016, filed with the Revdex.com You said you were told that you had a 30-day trial period in which to cancel without penaltyYou expressed concern regarding ongoing technical issues and you would like to cancel your account without penalty When we spoke by phone, I explained that you set up your DISH Network account through Alternative Entertainment INC (###-###-####), a retailer of oursI sent your complaint to them and they provided a responseThey indicated that you were told that your HughesNet service carried a 30-day trial period We also discussed the technical issues you have been experiencing and I agreed to release you from your contractI told you that you can cancel your account at any time without penalty If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
(The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Can you please provide in writing that you are releasing me from the contract via e-mail or mail with your signature? This letter does not count as I can not save this as a document and you did not sign this Also, the contract was released because I did not sign it, not in the interest of customer serviceYou did not apply a $month credit to my account (nothing changed since we spoke this week I also left you a message that same day that goes unanswered or returned There has been a tech appointment made for SaturdayThank you! -- [redacted]
Complaint: [redacted] I am rejecting this response because: As I said in the first rejection, I was not just inconvenience it cost $for shipping/repackaging I sent back the $power strip as well and received no credit for that Since my first complaint and first rejection, I have continued to receive robo telephone calls from DISH network offering me the same package you were unable to deliver initially These calls come in the evening when I am trying to relax The last call I received was 6/09/and I explained to the young lady that I had already ask different times to be placed on the do not call list Your company had better get their act together My next call will be to the Florida attorney general for harassment Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ August 21, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXX Dear Ms***: On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the RevDex.com You said that you experienced technical issues with your internet serviceYou requested a refund and the disconnection of your internet account I attempted to reach you at (XXX) XXX-XXXX on August 19, and 21, 2015, and I left three messages In my last message, I advised you that I was unable to locate your internet account with the information providedOur records show a TV account at the address on your complaint, but no internet service I requested that you contact me with more information If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Dear Mrand Mrs***: On February 2, 2016, we received your correspondence, dated February 1, 2016, filed with the Revdex.comYou expressed concern with the monthly billing rate and maintain you are required to pay your bill through Credit Card AutoPay (CCA)You requested that your monthly billing rate remain $When we spoke today, I advised you that your account shows a history of monthly courtesy credits applying and when the credits end, you are billed the regular price for programmingThe last $credit ended on November 21, 2015; as a result, your bill increasedYou subscribe to the America’s Top package with DVR service and a Duo receiverThe monthly billing rate before tax is $In January DISH Network experienced a $increase for the America’s Top packageTo assist you with the programming cost, I made an exception and applied a $credit to your account for ten monthsWhen this credit ends, you will be billed the regular pricePlease note you may also downgrade your service at any time to make it more affordableYou are currently enrolled in CCA with paperless billingHowever, you may also pay your bill by mailing a check or money order to DISH Network at PO Box 94063, Palatine, IL 60094, or make credit card or check payments via Electronic Funds Transfer through your online accountThese forms of payment will also be accepted through our automated phone system at ###-###-####If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####