October 25, Dear Ms [redacted] : On October 25, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com You expressed concern regarding ongoing technical issues and you asked that we release you from your term commitmentYou also said that you were charged twice for a security system that you never received When we spoke, I advised you that I will release you from your contractPer your request, I set up your account to be closed on November 9, 2016, and I provided you with your final balance and the equipment return disclosures Furthermore, I explained that we don’t offer a security system, nor did we charge for this; therefore, I’m unable to address this concern 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
January 23, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com You said you were told that three technician visits for technical issues needed to be completed before we would release you from your commitmentAs you have met this requirement, you would like your service cancelled without penalty A review of your account does not reveal a record of ongoing technical issues that have been reportedThe only mention of technical issues was made when you contacted us to disconnect your accountAs a courtesy, several technician visits were scheduled for you without troubleshooting the issue first When I spoke with you by telephone on January 18, 2017, I scheduled a free technician visit for Saturday, January 19, The technician found that [redacted] interrupted your satellite service when they installed the internet serviceIt was corrected at the timeI also provided you with one month free of the America’s Top Plus package ($59.99) for the inconvenience Additionally, the notes on the account indicate that you also requested to be released from the 24-month agreement because you were being deployedWe requested a copy of your deployment papers, but we have not received them As no ongoing technical issues have occurred and as we have not received a copy of your deployment paperwork, your commitment remains valid If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ June 9, [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On June 17, 2015, we received your complaint, dated June 6, 2015, filed with the Revdex.com You indicated that your bill is supposed to be $per month, but it has increased past this amount When I spoke with you by telephone today, I explained that your balance due is the requested $Your billing statement generated on June 4, 2015, and a $credit was applied on June 8, 2015, which was after the statement generatedThe balance due is $ I extended our gratitude for your patronage and loyalty and offered an additional $monthly credit for monthsPlease note that your bill will increase to the regular price in August During our conversation, you mentioned that you dislike that your receiver goes into a stamode and you would like to schedule a technician visit to disabled the featureI explained that his can be done with your remote by following the following steps: Press menu Choose option (preferences) Then choose option (updates) Press the left arrow button until the "hours' is highlighted Press the down arrow until you find "disable" Press the right arrow and highlight "save" Press cancel until you are back to your programming I hope this helps resolve your issues If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] was very helpful and demonstrated on behalf of Dish Network that long term customers should be recognizedTo bad I wasn't connected to her soonerI still believe by looking at my online billing statement that Dish wanted a payment made in the amount of $but [redacted] has graciously made an offer offer as detailed in her letter that I am favorable toI am quite satisfied with the months of $bill reductionI was also able to fix the sleeping DVR problem with the help of ***'s instructionsThank you ***,
January 20, 2017 Ms. [redacted] ** [redacted] Re: BBB Complaint # [redacted] ... [redacted] Dear Ms. [redacted] : On January 19, 2017, we received your complaint, dated January 18, 2017, filed with the RevDex.com. You disputed the $99.00 unreturned equipment fee that was applied to your account and you maintain that it is not a legitimate charge, as you returned the other equipment. When I spoke with you by telephone today, I informed you that we received the receivers and the modem but the $99.00 fee is for the unreturned TRIA, which is a piece of the internet satellite dish. The return boxes that you received provided instructions and the TRIA was included in the list of equipment that needed to be returned. You indicated that you did not receive the instructions. As an exception, I reversed the fee and I removed the TRIA from your account. The remaining balance is $44.73. 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 through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder RevDex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted] ***
[redacted] ** [redacted] *** [redacted] [redacted] Dear Mr [redacted] : On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.comYou said you returned the leased equipment and you have yet to receive a refund I attempted to reach you at ###-###-#### on January 8, and 12, I left three voice messagesWhile the equipment was returned on December 2, 2015, our system will not automatically generate a refundAs a result, the refund was not submitted on this dateThe refund of $was applied to your credit card account ending in on December 31, This refund is the amount that was previously collected for the unreturned equipment We regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
November 9, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com You expressed concern about how your damage claim was being handled, and you requested to be contacted When we spoke, I informed you that I contacted our Corporate Field Resolutions (CFR) team and requested they contact you Your case manager advised me she was attempting to reach you and the local office responsible for investigating your claim Please continue working with CFR to resolve your claim We sincerely regret how your issue was handled, and we hope we can bring it to a timely 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: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ July 6, Mr [redacted] XXXX XXXst [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On July 3, 2015, we received your complaint, dated June 30, 2015, filed with the Revdex.com You indicated that when two door-to-door salesmen came to your house, you thought you were upgrading your Comcast equipment and instead the DISH Network system was installedYour wife did not understand the equipment and you disconnected the service When I spoke with you by telephone today, I apologized for the information you receivedI forwarded your feedback regarding the sales representatives for further research I removed the $early termination fee and the remaining balance of $I also removed the first month's bill of $and submitted a refund Please return the Hopper and [redacted] and remotes to avoid any unreturned equipment feesPlease keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] ***
March 11, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com You maintain that DISH Network collected two payments for the same billing period, and you requested a refund for one of them A review of your account reveals that it is enrolled in our Electronic Funds Transfer (EFT) Autopay optionA mailed payment of $was applied to your account on February 23, Because the EFT payment was already in process, a payment of $was applied to your account on the same dayThis is not a DISH Network error When I spoke with you by telephone today, I informed you that a refund of $was issued on March 8, As a courtesy, I removed your current balance of $ If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ October 8, Ms [redacted] Victoria St Saint ***, MN XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On October 5, 2015, we received your complaint, dated October 2, 2015, filed with the Revdex.com My attempts to contact you by phone at (XXX) XXX-XXXX on October 5, and 7, 2015, were unsuccessful; however, I left three messages You expressed concern with the service charges that were applied to your account for the Protection PlanYou maintain that you were unaware of the fee until you received an itemized billing statement Please be advised that all of your past monthly billing statements have been itemized The Protection Plan provides a customer with in-home service if we are unable to resolve a technical issue by phoneShould a customer require a technician visit, they will receive it at a discounted price of $instead of $This plan also provides the customer with free shipping on any equipment that needs to be exchanged Our records reveal that the Protection Plan was added to your account on December 21, 2013, to waive the charge for the technician visit that was completed on December 26, The Protection Plan was removed on October 1, As a courtesy, I applied a credit of $to your account for months of the Protection Plan charge 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 Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/05/15) */ May 13, Ms [redacted] Rd [redacted] **, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the Revdex.com You said that you missed a payment and when you called in to set up an extension, the agent provided you with a channel package you did not likeYou expressed concern over the level of customer service you received and would like your previous programming restored When we spoke, I explained that we can only offer a payment extension when a customer has a balance of $or lessBecause your balance was higher than $300.00, the agent reduced your programming package in order to lower the balance due to set up the extension Our records reflect that you made a $payment and upgraded your package back to the one you had previouslyIn the interest of customer service, I applied a $monthly credit to your account for four months 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: Mon - Fri 6:a.mto 2:p.mMDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because: a fair resolution is not being providedI understand that the signatures are sometimes collected via an electronic stylus, but I will reiterate once more that a signature from me was NEVER obtainedNot through any means whatsoever, therefore the contract is not valid nor binding and the only FAIR resolution would be to allow me to walk away without ANY monetary penaltyI hope that Dish cuts off all connections with the people at [redacted] *** working on their behalf as they are obviously not hesitant to commit fraud and forgeryThe signature on the contract is not even my name, it is printed under " [redacted] " which is my first name and middle nameIt is easy to prove that these people forged my name unto this document Sincerely, [redacted]
March 7, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 6, 2016, we received your complaint, dated March 3, 2016, filed with the Revdex.com You indicated that you disconnected your service over a year ago and you paid the early termination feeHowever, you recently received a bill for $You requested an itemized statement of the charges Initially, this service was set up as a bundle with dishNET Wireline internet serviceYou disconnected the services on June 17, 2015, and you made a payment of $on July 17, 2015, for the early termination fee for TV service However, when the bill was bundled, the payments that were received were only partial paymentsAs a result, a past-due amount was carried over every monthThe last payment that we received was on May 27, 2015, in the amount of $250.00, and it was only a partial payment of a $balance due on your May 9, 2015, billing statementOnce the service was disconnected the service charges were reversed, leaving a remaining balance of $When the modem was returned, a credit of $was applied to your account and the balance was reduced to $332.02, which includes a $early termination fee for the internet serviceEnclosed are copies of the billing statements showing the charges and paymentsThis account was referred to collections on July 16, However, the balance was transferred to your DISH Network TV account on January 27, 2016, when the systems were integrated Although the charges are valid, I removed the balance from your DISH Network 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: Monday through Friday 7:am to 3:pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
November 16, Dear Ms [redacted] : On November 14, 2016, we received your complaint, dated November 11, 2016, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account You said that you were not receiving the channels you ordered, and that technicians scheduled to go to your house missed the appointment I attempted to reach you at ###-###-#### on November 14, 15, and 16, 2016, and I left three voicemails In my last message, I advised you that our records indicate you have had three technician visits The first technician found nothing wrong with your system, the second was not able to complete any troubleshooting as the friend you left to let him in had to leave and our technicians cannot stay without someone over the age of present, and the third just advised you that the Wally receiver does not offer Video on Demand As I was unable to review your sales call, I offered to waive half of your TV early termination fee, or to upgrade your equipment to the Hopper with no upgrade fee I advised you a new 24-month commitment and increased monthly rate would apply Please contact me to if you wish to accept either of my offers If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ September 30, 2015 Mr. [redacted] Jefferson City, TN XXXXX-XXXX Re: BBB Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr. [redacted] : On September 25, 2015, we received your complaint, dated... September 23, 2015, filed with the RevDex.com. You indicated that your DISH Network service was on DISH Pause since 2014 and when you called to have it disconnected, you were told that you had a balance of $252.52 for programming. When I spoke with you by telephone today, I informed you that an account can only be in DISH Pause for up to nine months. When the nine months expires, the service is automatically restarted. As an exception, I removed the charges. This account was established under the Digital Home Advantage (DHA) 24-month agreement. Since you did not fulfill the term commitment, you were charged a $400.00 early termination fee. During our conversation, you mentioned that you moved to a housing unit where the satellite dish is not allowed. I waived your early termination fee and there is no balance due to DISH Network. If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (XXX) XXX-XXXX cc: Denver / Boulder RevDex.com 1020 Cherokee St. Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello thanks for contacting me back I was a little confused of the charges that were removed from the current amount. If you could contact me back with the current charges I owe I would greatly appreciate it.
July 26, Dear Ms***: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com You expressed concern that you were unable to get a technician visit on the day you requestedYou disputed the $ fee and you maintain that you were told there would be a $early termination fee if you disconnected your serviceYou requested that we retrieve the equipment and disconnect the account immediately Our records reveal that you requested a technician visit on the same day that you called (July 18, 2016), but the schedule was booked until July 20, You were also informed that you had the option to contact a local retailerAlthough you called several times, you were provided the same informationOur agents also offered to waive the $technician fee You did not accept this, so you requested that the service be terminatedOn the call when you requested disconnection, the agent informed you that if the equipment was not returned, you would be charged an unreturned equipment fees of $300.00--you were not told that this was for an early termination fee You fulfilled your commitment on September 28, 2012, and you are not subject to an early termination fee Later that day, Mr [redacted] called and scheduled a technician visit for July 20, 2016, between the hours of 12:pm and 5:pm, and he accepted a $credit for six monthsHowever, the appointment was later canceled through your online account When I spoke with you by telephone today, you informed me that you had contacted a local retailer and you then terminated the call If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
Initial Business Response / [redacted] (1000, 4, 2015/12/17) */ December 11, Mr [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On December 4, 2015, we received your correspondence, dated December 3, 2015, filed with the Revdex.com You indicated that your mother, Ms [redacted] moved to a nursing facility and she would like her DISH Network account disconnectedYou made several unsuccessful attempts to disconnect the serviceAdditionally, the customer service that you encountered did not meet your expectationsYou requested that this matter be resolved There was no contact phone number provided in your correspondence and I have not received a reply to my three attempts to reach you via your [redacted] @gmail.com email address (copy enclosed) As a courtesy, I waived the early termination fee on your mother's accountPlease contact me at your earliest convenience to complete the account disconnection If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] ***
July 19, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com You maintain that channels were removed from your current programming package and placed in a higher- priced package without notificationYou would like the channels reinstated or to be released from your term commitment Your service was activated on September 30, 2015, with a 24-month commitmentEnclosed is a copy of your 24-month agreement wherein we disclose that we reserve the right to change our programming packages at any time Your service was initially activated with the America’s Top Plus packageOn May 15, 2016, your package was changed to the DISH Latino Dos package Although you did not provide specific information about the channels in question, a review of your account shows that you previously contacted us regarding the National Geographic and BBC channelsPlease be advised that these channels were only included in the America’s Top package or higher; however, these channels were available to everyone while they were on a free previewThe National Geographic channel was on a free preview from April 14, 2016, through May 10, 2016, and BBC was on a free preview from May 19, 2016, through July 5, The National Geographic channel was moved to our America’s Top package on June 29, It is also available in your current programming packageIf you would like to receive BBC, you will have to subscribe to the America’s Top package or Latino Max When I spoke with you by phone on July 18, 2016, I advised you that we are unable to honor your request to waive your term commitment 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
March 17, 2016 Mr. [redacted] ** [redacted] Re: BBB Complaint # [redacted] ... [redacted] - [redacted] Dear Mr. [redacted] : On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the RevDex.com. My attempts to contact you by phone at [redacted] on March 15, 16 and 17, 2016, were unsuccessful; however, I left three messages. You expressed dissatisfaction with the customer service you received while you were attempting to disconnect your service. You would like your service disconnected on March 26, 2015, and the equipment retrieved. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. Our records show that your service was scheduled for disconnection on March 31, 2016. As you requested, I changed the disconnection date to March 26, 2016. Please be assured that no service charges will be applied after this date. Your receiver (model 625) is obsolete; therefore, it does not need to be returned. As DISH Network does not require the satellite dish to be returned, we will not send a technician to remove it. 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] cc: Denver / Boulder RevDex.com [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because:The response is incorrect I have attach supporting documents proving this fact. Dish has continued to tell me that past credits that I was owed and already being credited to my account counts towards credits I was due because I was without service. The only reason why I paid for services I was without is because my credit card was being automatically debited and I was promised by dish that once the problem was resolved with my services I would be credited so I believed Dish and allowed them to continue to debit my card. Once they issued two credits of the four promised they refused to issue anymore. Dish needs to understand that a company can't stockpile credits for past issues and then when new service issues arise they are not liable for them because it all evens out to them. Sincerely, [redacted]
October 25, Dear Ms [redacted] : On October 25, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com You expressed concern regarding ongoing technical issues and you asked that we release you from your term commitmentYou also said that you were charged twice for a security system that you never received When we spoke, I advised you that I will release you from your contractPer your request, I set up your account to be closed on November 9, 2016, and I provided you with your final balance and the equipment return disclosures Furthermore, I explained that we don’t offer a security system, nor did we charge for this; therefore, I’m unable to address this concern 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
January 23, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com You said you were told that three technician visits for technical issues needed to be completed before we would release you from your commitmentAs you have met this requirement, you would like your service cancelled without penalty A review of your account does not reveal a record of ongoing technical issues that have been reportedThe only mention of technical issues was made when you contacted us to disconnect your accountAs a courtesy, several technician visits were scheduled for you without troubleshooting the issue first When I spoke with you by telephone on January 18, 2017, I scheduled a free technician visit for Saturday, January 19, The technician found that [redacted] interrupted your satellite service when they installed the internet serviceIt was corrected at the timeI also provided you with one month free of the America’s Top Plus package ($59.99) for the inconvenience Additionally, the notes on the account indicate that you also requested to be released from the 24-month agreement because you were being deployedWe requested a copy of your deployment papers, but we have not received them As no ongoing technical issues have occurred and as we have not received a copy of your deployment paperwork, your commitment remains valid If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ June 9, [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On June 17, 2015, we received your complaint, dated June 6, 2015, filed with the Revdex.com You indicated that your bill is supposed to be $per month, but it has increased past this amount When I spoke with you by telephone today, I explained that your balance due is the requested $Your billing statement generated on June 4, 2015, and a $credit was applied on June 8, 2015, which was after the statement generatedThe balance due is $ I extended our gratitude for your patronage and loyalty and offered an additional $monthly credit for monthsPlease note that your bill will increase to the regular price in August During our conversation, you mentioned that you dislike that your receiver goes into a stamode and you would like to schedule a technician visit to disabled the featureI explained that his can be done with your remote by following the following steps: Press menu Choose option (preferences) Then choose option (updates) Press the left arrow button until the "hours' is highlighted Press the down arrow until you find "disable" Press the right arrow and highlight "save" Press cancel until you are back to your programming I hope this helps resolve your issues If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] was very helpful and demonstrated on behalf of Dish Network that long term customers should be recognizedTo bad I wasn't connected to her soonerI still believe by looking at my online billing statement that Dish wanted a payment made in the amount of $but [redacted] has graciously made an offer offer as detailed in her letter that I am favorable toI am quite satisfied with the months of $bill reductionI was also able to fix the sleeping DVR problem with the help of ***'s instructionsThank you ***,
January 20, 2017 Ms. [redacted] ** [redacted] Re: BBB Complaint # [redacted] ... [redacted] Dear Ms. [redacted] : On January 19, 2017, we received your complaint, dated January 18, 2017, filed with the RevDex.com. You disputed the $99.00 unreturned equipment fee that was applied to your account and you maintain that it is not a legitimate charge, as you returned the other equipment. When I spoke with you by telephone today, I informed you that we received the receivers and the modem but the $99.00 fee is for the unreturned TRIA, which is a piece of the internet satellite dish. The return boxes that you received provided instructions and the TRIA was included in the list of equipment that needed to be returned. You indicated that you did not receive the instructions. As an exception, I reversed the fee and I removed the TRIA from your account. The remaining balance is $44.73. 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 through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder RevDex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted] ***
[redacted] ** [redacted] *** [redacted] [redacted] Dear Mr [redacted] : On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.comYou said you returned the leased equipment and you have yet to receive a refund I attempted to reach you at ###-###-#### on January 8, and 12, I left three voice messagesWhile the equipment was returned on December 2, 2015, our system will not automatically generate a refundAs a result, the refund was not submitted on this dateThe refund of $was applied to your credit card account ending in on December 31, This refund is the amount that was previously collected for the unreturned equipment We regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
November 9, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com You expressed concern about how your damage claim was being handled, and you requested to be contacted When we spoke, I informed you that I contacted our Corporate Field Resolutions (CFR) team and requested they contact you Your case manager advised me she was attempting to reach you and the local office responsible for investigating your claim Please continue working with CFR to resolve your claim We sincerely regret how your issue was handled, and we hope we can bring it to a timely 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: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ July 6, Mr [redacted] XXXX XXXst [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On July 3, 2015, we received your complaint, dated June 30, 2015, filed with the Revdex.com You indicated that when two door-to-door salesmen came to your house, you thought you were upgrading your Comcast equipment and instead the DISH Network system was installedYour wife did not understand the equipment and you disconnected the service When I spoke with you by telephone today, I apologized for the information you receivedI forwarded your feedback regarding the sales representatives for further research I removed the $early termination fee and the remaining balance of $I also removed the first month's bill of $and submitted a refund Please return the Hopper and [redacted] and remotes to avoid any unreturned equipment feesPlease keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] ***
March 11, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com You maintain that DISH Network collected two payments for the same billing period, and you requested a refund for one of them A review of your account reveals that it is enrolled in our Electronic Funds Transfer (EFT) Autopay optionA mailed payment of $was applied to your account on February 23, Because the EFT payment was already in process, a payment of $was applied to your account on the same dayThis is not a DISH Network error When I spoke with you by telephone today, I informed you that a refund of $was issued on March 8, As a courtesy, I removed your current balance of $ If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ October 8, Ms [redacted] Victoria St Saint ***, MN XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On October 5, 2015, we received your complaint, dated October 2, 2015, filed with the Revdex.com My attempts to contact you by phone at (XXX) XXX-XXXX on October 5, and 7, 2015, were unsuccessful; however, I left three messages You expressed concern with the service charges that were applied to your account for the Protection PlanYou maintain that you were unaware of the fee until you received an itemized billing statement Please be advised that all of your past monthly billing statements have been itemized The Protection Plan provides a customer with in-home service if we are unable to resolve a technical issue by phoneShould a customer require a technician visit, they will receive it at a discounted price of $instead of $This plan also provides the customer with free shipping on any equipment that needs to be exchanged Our records reveal that the Protection Plan was added to your account on December 21, 2013, to waive the charge for the technician visit that was completed on December 26, The Protection Plan was removed on October 1, As a courtesy, I applied a credit of $to your account for months of the Protection Plan charge 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 Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/05/15) */ May 13, Ms [redacted] Rd [redacted] **, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the Revdex.com You said that you missed a payment and when you called in to set up an extension, the agent provided you with a channel package you did not likeYou expressed concern over the level of customer service you received and would like your previous programming restored When we spoke, I explained that we can only offer a payment extension when a customer has a balance of $or lessBecause your balance was higher than $300.00, the agent reduced your programming package in order to lower the balance due to set up the extension Our records reflect that you made a $payment and upgraded your package back to the one you had previouslyIn the interest of customer service, I applied a $monthly credit to your account for four months 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: Mon - Fri 6:a.mto 2:p.mMDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because: a fair resolution is not being providedI understand that the signatures are sometimes collected via an electronic stylus, but I will reiterate once more that a signature from me was NEVER obtainedNot through any means whatsoever, therefore the contract is not valid nor binding and the only FAIR resolution would be to allow me to walk away without ANY monetary penaltyI hope that Dish cuts off all connections with the people at [redacted] *** working on their behalf as they are obviously not hesitant to commit fraud and forgeryThe signature on the contract is not even my name, it is printed under " [redacted] " which is my first name and middle nameIt is easy to prove that these people forged my name unto this document Sincerely, [redacted]
March 7, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 6, 2016, we received your complaint, dated March 3, 2016, filed with the Revdex.com You indicated that you disconnected your service over a year ago and you paid the early termination feeHowever, you recently received a bill for $You requested an itemized statement of the charges Initially, this service was set up as a bundle with dishNET Wireline internet serviceYou disconnected the services on June 17, 2015, and you made a payment of $on July 17, 2015, for the early termination fee for TV service However, when the bill was bundled, the payments that were received were only partial paymentsAs a result, a past-due amount was carried over every monthThe last payment that we received was on May 27, 2015, in the amount of $250.00, and it was only a partial payment of a $balance due on your May 9, 2015, billing statementOnce the service was disconnected the service charges were reversed, leaving a remaining balance of $When the modem was returned, a credit of $was applied to your account and the balance was reduced to $332.02, which includes a $early termination fee for the internet serviceEnclosed are copies of the billing statements showing the charges and paymentsThis account was referred to collections on July 16, However, the balance was transferred to your DISH Network TV account on January 27, 2016, when the systems were integrated Although the charges are valid, I removed the balance from your DISH Network 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: Monday through Friday 7:am to 3:pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
November 16, Dear Ms [redacted] : On November 14, 2016, we received your complaint, dated November 11, 2016, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account You said that you were not receiving the channels you ordered, and that technicians scheduled to go to your house missed the appointment I attempted to reach you at ###-###-#### on November 14, 15, and 16, 2016, and I left three voicemails In my last message, I advised you that our records indicate you have had three technician visits The first technician found nothing wrong with your system, the second was not able to complete any troubleshooting as the friend you left to let him in had to leave and our technicians cannot stay without someone over the age of present, and the third just advised you that the Wally receiver does not offer Video on Demand As I was unable to review your sales call, I offered to waive half of your TV early termination fee, or to upgrade your equipment to the Hopper with no upgrade fee I advised you a new 24-month commitment and increased monthly rate would apply Please contact me to if you wish to accept either of my offers If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ September 30, 2015 Mr. [redacted] Jefferson City, TN XXXXX-XXXX Re: BBB Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr. [redacted] : On September 25, 2015, we received your complaint, dated... September 23, 2015, filed with the RevDex.com. You indicated that your DISH Network service was on DISH Pause since 2014 and when you called to have it disconnected, you were told that you had a balance of $252.52 for programming. When I spoke with you by telephone today, I informed you that an account can only be in DISH Pause for up to nine months. When the nine months expires, the service is automatically restarted. As an exception, I removed the charges. This account was established under the Digital Home Advantage (DHA) 24-month agreement. Since you did not fulfill the term commitment, you were charged a $400.00 early termination fee. During our conversation, you mentioned that you moved to a housing unit where the satellite dish is not allowed. I waived your early termination fee and there is no balance due to DISH Network. If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (XXX) XXX-XXXX cc: Denver / Boulder RevDex.com 1020 Cherokee St. Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello thanks for contacting me back I was a little confused of the charges that were removed from the current amount. If you could contact me back with the current charges I owe I would greatly appreciate it.
July 26, Dear Ms***: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com You expressed concern that you were unable to get a technician visit on the day you requestedYou disputed the $ fee and you maintain that you were told there would be a $early termination fee if you disconnected your serviceYou requested that we retrieve the equipment and disconnect the account immediately Our records reveal that you requested a technician visit on the same day that you called (July 18, 2016), but the schedule was booked until July 20, You were also informed that you had the option to contact a local retailerAlthough you called several times, you were provided the same informationOur agents also offered to waive the $technician fee You did not accept this, so you requested that the service be terminatedOn the call when you requested disconnection, the agent informed you that if the equipment was not returned, you would be charged an unreturned equipment fees of $300.00--you were not told that this was for an early termination fee You fulfilled your commitment on September 28, 2012, and you are not subject to an early termination fee Later that day, Mr [redacted] called and scheduled a technician visit for July 20, 2016, between the hours of 12:pm and 5:pm, and he accepted a $credit for six monthsHowever, the appointment was later canceled through your online account When I spoke with you by telephone today, you informed me that you had contacted a local retailer and you then terminated the call If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/12/17) */ December 11, Mr [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On December 4, 2015, we received your correspondence, dated December 3, 2015, filed with the Revdex.com You indicated that your mother, Ms [redacted] moved to a nursing facility and she would like her DISH Network account disconnectedYou made several unsuccessful attempts to disconnect the serviceAdditionally, the customer service that you encountered did not meet your expectationsYou requested that this matter be resolved There was no contact phone number provided in your correspondence and I have not received a reply to my three attempts to reach you via your [redacted] @gmail.com email address (copy enclosed) As a courtesy, I waived the early termination fee on your mother's accountPlease contact me at your earliest convenience to complete the account disconnection If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] ***
July 19, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com You maintain that channels were removed from your current programming package and placed in a higher- priced package without notificationYou would like the channels reinstated or to be released from your term commitment Your service was activated on September 30, 2015, with a 24-month commitmentEnclosed is a copy of your 24-month agreement wherein we disclose that we reserve the right to change our programming packages at any time Your service was initially activated with the America’s Top Plus packageOn May 15, 2016, your package was changed to the DISH Latino Dos package Although you did not provide specific information about the channels in question, a review of your account shows that you previously contacted us regarding the National Geographic and BBC channelsPlease be advised that these channels were only included in the America’s Top package or higher; however, these channels were available to everyone while they were on a free previewThe National Geographic channel was on a free preview from April 14, 2016, through May 10, 2016, and BBC was on a free preview from May 19, 2016, through July 5, The National Geographic channel was moved to our America’s Top package on June 29, It is also available in your current programming packageIf you would like to receive BBC, you will have to subscribe to the America’s Top package or Latino Max When I spoke with you by phone on July 18, 2016, I advised you that we are unable to honor your request to waive your term commitment 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
March 17, 2016 Mr. [redacted] ** [redacted] Re: BBB Complaint # [redacted] ... [redacted] - [redacted] Dear Mr. [redacted] : On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the RevDex.com. My attempts to contact you by phone at [redacted] on March 15, 16 and 17, 2016, were unsuccessful; however, I left three messages. You expressed dissatisfaction with the customer service you received while you were attempting to disconnect your service. You would like your service disconnected on March 26, 2015, and the equipment retrieved. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. Our records show that your service was scheduled for disconnection on March 31, 2016. As you requested, I changed the disconnection date to March 26, 2016. Please be assured that no service charges will be applied after this date. Your receiver (model 625) is obsolete; therefore, it does not need to be returned. As DISH Network does not require the satellite dish to be returned, we will not send a technician to remove it. 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] cc: Denver / Boulder RevDex.com [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because:The response is incorrect I have attach supporting documents proving this fact. Dish has continued to tell me that past credits that I was owed and already being credited to my account counts towards credits I was due because I was without service. The only reason why I paid for services I was without is because my credit card was being automatically debited and I was promised by dish that once the problem was resolved with my services I would be credited so I believed Dish and allowed them to continue to debit my card. Once they issued two credits of the four promised they refused to issue anymore. Dish needs to understand that a company can't stockpile credits for past issues and then when new service issues arise they are not liable for them because it all evens out to them. Sincerely, [redacted]