June 2, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com You said a technician cut the power in your garage, and you disagree with the denied damage claim When you spoke with [redacted] , a DISH Network Corporate Field Resolutions Specialist, she informed you that the investigation revealed no evidence that the technician caused damage to the electrical systemIf a licensed electrician finds evidence that electrical issues were caused by our technician, your claim will be re-opened When we spoke today, I informed you that your concerns will be forwarded to the appropriate personnel To discuss the matter further, you may contact the Corporate Field Resolutions Team directly at [redacted] , Monday through Friday, 7:am to 4:pm, MST If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
May 12, 2016 Ms. [redacted] ** *** Re: BBB Complaint # [redacted] [redacted] - [redacted] Dear... Ms. [redacted] : On May 6, 2016, we received your complaint, dated May 6, 2016, filed with the RevDex.com. My attempts to reach you by phone on May 10, 11 and 12, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that you were overcharged and you requested an immediate refund. A review of your account reveals that we provided you with a $270.75 refund on May 5, 2016. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
April 4, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On April 1, 2016, we received your rebuttal, dated March 31, 2016, filed with the Revdex.com You expressed concern that your $payment could not be located with your bank account information We have been communicating via email since March 23, During our email correspondence, I informed you that were unable to locate the payment with the bank account or the debit card numbers you provided I recommended that you dispute the payment with your bankWhen the dispute is processed the funds will be returned to your financial institutionHowever, you declined this option I also asked that you provide me with your bank phone number and the name of a contact person, so that I may research this matter furtherAs of today, I have not received this information As a courtesy, I previously applied a $credit to your account for programming If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
November 22, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On November 18, 2016, we received your complaint, dated November 17, 2016, filed with the Revdex.com You stated that you received a collection letter indicating that you owed DISH Network $1,You have never been a DISH Network customer and you requested that this matter be resolved When we spoke today, you confirmed that you received the Identity Theft Affidavit and instructions I providedWe discussed the process and you indicated that you would complete the paperwork required to begin an identity theft investigation If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Dear Mr. [redacted] : On January 20, 2016, we received your complaint, dated January 18, 2016, filed with the RevDex.com. You disputed the Pay-Per-View (PPV) charges on your account that occurred in July and August 2014. You said that you checked your receiver’s purchase history and... didn’t find any movies had been ordered. You are asking for a credit of $120.90. When we spoke by phone today, I advised you that I reviewed the recording of a call that took place on August 30, 2014. I found that our agent assisted you with checking your purchase history on your Hopper receiver and you said that it contained PPV charges that took place on August 3, 2014. You told him that you will check the rest of your receivers to determine which one was used to order the PPVs. I advised you that PPV charges are nonrefundable and that we consider them to be valid, as they were all ordered using your receivers. 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 6:00 a.m. to 2:30 p.m. MDT ###-###-####
January 11, Mrand Mrs [redacted] and [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrand Mrs [redacted] : On January 5, 2018, we received your correspondence, dated January 4, 2018, filed with the Revdex.com You said that you returned the leased equipment and you disputed the unreturned equipment fees You mentioned that a payment was debited from your credit card account without authorization and you said that your account was sent to collections Our records reveal that you established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through I Dish Com LLC, an independent retailerTo receive this promotion, the customer must agree to a credit check and provide a credit card account for qualificationA review of your sales call revealed that Mrs [redacted] established the account and used the credit card account ending in *** for qualificationFull disclosure of the terms of the promotion were also provided and acceptedUnder the DHA promotion, the customer authorizes DISH Network to collect payment for any early termination and/or unreturned equipment fees with the credit card account used to qualify Your account was disconnected due to nonpayment on April 1, Because your service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination feeYou were also billed $for unreturned equipmentA payment was collect on November 2, 2017, for the unreturned equipmentAs a courtesy, the $LNBF (eyepiece of the dish) fee was removed from your account on November 9, Please note that we sent an email notification to [redacted] on June 15, 2017, notifying you of our intent to collect a payment for the unreturned equipment fees When we spoke today, I informed you that I made an exception and removed the early termination fee from your account and I submitted a refund of $Please allow five business days for processingI explained that we have no record that the leased equipment was returned to DISH Network and I asked you to provide me with proof of the returnYou advised me that you do not have a return tracking number to verify the returnYou also mentioned that your aunt was the person who returned the equipment Once the equipment is returned, the unreturned equipment fees will be reversedThe current balance due for service rendered and the unreturned equipment fees is $I requested that the collection agency cease contact with you If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis company reimbursed me for the hoseI would like the Revdex.com to close my complaint Sincerely, [redacted]
February 7, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On January 22, 2018, we received your complaint, dated January 20, 2018, filed with the Revdex.com You said that you experienced technical issues with your Hopper receiver and you expressed concern with the customer service you received while attempting to resolve this issueYou indicated that you are being charged $a month for an item you are unable to useYou requested a refund and a new receiver Our records show that we received several calls about the technical issues you experienced, but they were resolved through troubleshooting and the technician visit completed on May 16, We also previously provided you with two one-time $credits and a $monthly credit for months We strive to provide excellent service and regret that your customer service experience was unfavorable I offered you a Hopper receiver upgrade with no commitment and no upgrade feesYou accepted this offer You stated that you are satisfied with this resolution and your concerns were resolved If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Kimber S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ July 3, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On July 1, 2015, we received your correspondence, dated June 30, 2015, filed with the Revdex.com You indicated that you added the dishNET internet service on June 25, 2015, but it is not meeting your needsYou expressed concern with the slow speeds and weather-related interruptionYou requested that your early termination fee be waived, so you can disconnect the service without penalty My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on July 1, and 3, 2015, were unsuccessfulHowever, I was able to leave a message and my contact information at the (XXX) XXX-XXXX numberI also sent an email to [redacted] @yahoo.comHowever, I have not received a responseI have enclosed a copy of that correspondence for your review To address your complaint, I waived your dishNET early termination feeThis will allow you to disconnect the service without penaltyYou may contact us when you are ready to complete the disconnection process 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 Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
March 10, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com You stated that the installation of your DISH Network service was never completedYou indicated that the technician was unable to successfully install the service and meet your HOA’s requirementsYou requested that your account be disconnected and your early termination fee be waivedAdditionally, you would like a refund for the two payments that you made for service When we spoke on March 9, 2016, I agreed to disconnect your account, waive your early termination fee and refund the payments you made for serviceYou accepted this resolution We strive to provide excellent service and regret that your experience was unfavorableWe would 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
February 23, 2016 Ms. [redacted] ** [redacted] Re: BBB Complaint # [redacted] ... [redacted] - [redacted] Dear Ms. [redacted] : On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the RevDex.com. You mentioned the following concerns: Billing Early termination fee Service disconnection Equipment return Customer service You maintain that you did not receive the monthly rate of $48.00 for the second year of service. Your promotion included a $25.00 monthly credit for the first 12 months. An additional monthly credit of $5.00 was applied to your account for seven months on January 23, 2015, to offset a price increase during your 12-month promotional period. These credits ended on September 8, 2015; therefore, you began to be billed the regular monthly rate of $66.99 plus tax. As a courtesy, a monthly $30.00 credit was applied to your account on August 31, 2015, for five months. The expiration of this credit along with a $5.00 price increase on January 14, 2016, resulted in your monthly rate of $71.99 plus tax, which is correct. You acknowledge that you agreed to pay an early termination fee, but claim that the fee is $20.00 per day. Your service was activated on September 8, 2014, with a 24-month commitment. The maximum early termination fee is $480.00, but it will be prorated at $20.00 for each month left in the term commitment. As you had seven months left in your 24-month commitment, the amount of the early termination is $140.00. You stated that your service was not disconnected as you requested on February 9, 2016, because you received a bill of $80.14. Our records confirm that your service was disconnected on February 9, 2016. When I spoke with you by phone on February 22, 2016, I advised you that the balance of $80.14 is not for services. The balance includes the early termination fee minus a credit balance that carried over from your previous overpayment. You indicated that you have not received a box to return the equipment and you said DISH Network should provide you with a prepaid shipping label. While the box that DISH Network provides includes a prepaid UPS label, a $10.00 fee applies for each box shipped. This fee is also included in the balance of $80.14. During our phone conversation, you stated that you received the equipment return box. You expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Tell us why here...
March 16, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 15, 2016, we received your correspondence, dated March 12, 2016, filed with the Revdex.com You stated that when you purchased your DISH Network service, you provided bank account information for Credit Card AutoPayThis information was captured incorrectly, causing your payment to be returnedAs a result, your service was interrupted and you lost your 3-Year Price Lock offerThe matter was corrected and your service was restored; however, your discount was only restored to monthsYou requested that the full three-year offer be restored When we spoke today, I agreed to extend the credits you are currently receiving so you will receive your discount for the full three yearsYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePlease be advised that the signature on the attached contract is NOT my signature Sincerely, [redacted]
April 25, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On April 21, 2017, we received your complaint, dated April 20, 2017, filed with the Revdex.com You expressed concern with the reporting of your account balance to collectionsYou maintain that although you received notification that your credit card account would be charged for an early termination fee, it was not charged and you did not receive a final bill Our records show that your service was disconnected on November 16, At that time, your account was left with an unpaid service balance of $Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged a $equipment return fee While DISH Network will make attempts to debit your credit card account for any promotional fees (e.g., early termination, unreturned equipment, and shipping) our attempts beginning on December 6, 2016, were unsuccessful Billing statements showing the balance due were mailed to your home on November 16, 2016, and December 16, Although the service address on your account is incorrect, the billing address is correct and this is the address that the billing statements were mailed toEnclosed are copies of these billing statements for your review Because the balance was not paid, it was reported to a collection agency on December 28, When I spoke with you by phone on April 21, 2017, I advised you that I am willing to make an exception and remove the information from the credit bureaus once the balance is paid in fullYou agreed to contact me directly to make a payment If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
April 4, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On March 29, 2016, we received your complaint, dated March 25, 2016, filed with the Revdex.com You disputed the early termination fee applied to your DISH Network account You said that you experienced technical issues which led you to disconnect the service When we spoke, I advised you that I made an exception and waived the $early termination fee due to the technical issues to which you referred I also requested to have this item removed from your credit report Please allow six to eight weeks for the credit bureaus to update their records We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted]
January 13, 2016 Ms. [redacted] ** [redacted] Re: BBB Complaint # [redacted] [redacted] - [redacted] Dear Ms. [redacted] : On January 12, 2016, we received your rebuttal, dated January 6, 2016, filed with the RevDex.com. You maintain that you did not receive the local channels that you requested. You also stated that you were not able to review your sales call. I contacted our team that works with independent retailers and they verified that DISH Network has no control over retailers’ policies or procedures. The team did send a request to National Satellite Systems to request that they allow you to review your sales call but, once again, we cannot make them do so or provide a copy of the call ourselves. Please contact National Satellite Systems to request to review your sales call. You also expressed concern about how your customer agreement was presented to you. Please note that the tablet you signed had a full copy of your Digital Home Advantage agreement for you to review by scanning up. You were also sent a sales confirmation email that provided pertinent information about your account, as well as links to our customer agreements online at DISH.com/legal. 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. [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/11/09) */ November 5, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 28, 2015, we received your complaint, dated October 27, 2015, filed with the Revdex.com I attempted to contact you at (XXX) XXX-XXXX on October and November and 5, 2015, and I left three messages You maintain that you continue to receive bills for your internet service, but when you attempted to pay the bill online, you were unable to access the accountYou called DISH Network to make the payment, but you were unable to do soYou indicated that the employees you spoke with told you your account was not active and that you were receiving the calls in errorYou said you have no way to pay for the service you are receiving, and you requested that your service be cancelled without an early termination fee A review of your account reveals that when you cancelled your video service in July 2015, your account was unbundled to provide billing for internet service onlyBecause of this, you were no longer able to access your bundle account online to make a paymentHowever, you were provided the information on how to make a payment on the billing statement you receivedAdditionally, you were able to make payments with agents over the phone on August 29, 2015, and September 25, Per your request, I cancelled your account and, while the commitment is valid, I waived the early termination fee for internet serviceIn addition, I backdated the billing to October 5, The final balance is $That amount will be reduced to $once the leased modem is returned We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agentsWe strive to provide excellent service and we regret that your experience was unfavorableWe thank you for your business and are we disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 7:am-3:pm MST, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Modem and equipment was sent back on Thursday 11/12/I appreciate your guys' response to the issue hereThank you again
July 5, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On July 5, 2016, we received your rebuttal, dated July 5, 2016, filed with the Revdex.com You disagreed with my previous response and you expressed concern with the customer service you received It is not my intent to add to your frustration Please note that when an agreement is reached with Tribune Broadcasting Company, the channels will be restored on our programming lineup We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
January 6, 2016 Ms. [redacted] ** [redacted] Re: BBB Complaint [redacted] [redacted] - [redacted] Dear Ms.... [redacted] : On January 5, 2016, we received your correspondence, dated January 4, 2016, filed with the RevDex.com. You disputed your early termination fee as you maintain that you experienced loss of service. You requested that this information be removed from your credit report. When we spoke today, I advised you that I removed the remaining account balance of $90.50 as an exception. This information will also be removed from your credit report. Please allow eight weeks for processing. You accepted this resolution. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
January 10, 2017 Ms. [redacted] **. [redacted] , ID [redacted] Re: BBB Complaint # [redacted] [redacted] Dear Ms. [redacted] : On January 9, 2017, we received your rebuttal, dated January 5, 2017, filed with the RevDex.com. You said that I advised you that DISH Network agents may charge or credit an account up to $25.00. You also expressed concern about the level of customer service you received and the information you were provided concerning your [redacted] receiver. When we spoke, I never advised you that agents could charge or credit your account up to $25.00. I informed you that our agents are empowered to apply monthly credits to accounts based on the situation presented and within our business rules. I reviewed several of your calls to us and found that you were provided several options concerning your receiver. Twice you were offered to have the receiver switched to purchased free of charge, but you declined. If the receiver is marked leased and you choose to disable it, it must be returned. Otherwise, if it is enabled, you are charged a monthly fee for having the receiver active on your account. If it is marked purchased, you may enable and disable it when you wish. Either way, you are only charged when the receiver is active. You were provided this information several times during your calls to us. If you wish to have the receiver marked as purchased, please contact me directly. Currently, it is marked leased and disabled, so it must be returned. Please note that in the past, you have contacted DISH Network several times to request that you not be charged for the [redacted] receiver and agents have applied credits as a courtesy. When you subscribed to automatic payments, you agreed that DISH Network would debit your bank account for your DISH Network balance. It was not my intention to add to your frustration. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder RevDex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted] ***
June 2, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com You said a technician cut the power in your garage, and you disagree with the denied damage claim When you spoke with [redacted] , a DISH Network Corporate Field Resolutions Specialist, she informed you that the investigation revealed no evidence that the technician caused damage to the electrical systemIf a licensed electrician finds evidence that electrical issues were caused by our technician, your claim will be re-opened When we spoke today, I informed you that your concerns will be forwarded to the appropriate personnel To discuss the matter further, you may contact the Corporate Field Resolutions Team directly at [redacted] , Monday through Friday, 7:am to 4:pm, MST If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
May 12, 2016 Ms. [redacted] ** *** Re: BBB Complaint # [redacted] [redacted] - [redacted] Dear... Ms. [redacted] : On May 6, 2016, we received your complaint, dated May 6, 2016, filed with the RevDex.com. My attempts to reach you by phone on May 10, 11 and 12, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that you were overcharged and you requested an immediate refund. A review of your account reveals that we provided you with a $270.75 refund on May 5, 2016. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
April 4, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On April 1, 2016, we received your rebuttal, dated March 31, 2016, filed with the Revdex.com You expressed concern that your $payment could not be located with your bank account information We have been communicating via email since March 23, During our email correspondence, I informed you that were unable to locate the payment with the bank account or the debit card numbers you provided I recommended that you dispute the payment with your bankWhen the dispute is processed the funds will be returned to your financial institutionHowever, you declined this option I also asked that you provide me with your bank phone number and the name of a contact person, so that I may research this matter furtherAs of today, I have not received this information As a courtesy, I previously applied a $credit to your account for programming If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
November 22, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On November 18, 2016, we received your complaint, dated November 17, 2016, filed with the Revdex.com You stated that you received a collection letter indicating that you owed DISH Network $1,You have never been a DISH Network customer and you requested that this matter be resolved When we spoke today, you confirmed that you received the Identity Theft Affidavit and instructions I providedWe discussed the process and you indicated that you would complete the paperwork required to begin an identity theft investigation If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Dear Mr. [redacted] : On January 20, 2016, we received your complaint, dated January 18, 2016, filed with the RevDex.com. You disputed the Pay-Per-View (PPV) charges on your account that occurred in July and August 2014. You said that you checked your receiver’s purchase history and... didn’t find any movies had been ordered. You are asking for a credit of $120.90. When we spoke by phone today, I advised you that I reviewed the recording of a call that took place on August 30, 2014. I found that our agent assisted you with checking your purchase history on your Hopper receiver and you said that it contained PPV charges that took place on August 3, 2014. You told him that you will check the rest of your receivers to determine which one was used to order the PPVs. I advised you that PPV charges are nonrefundable and that we consider them to be valid, as they were all ordered using your receivers. 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 6:00 a.m. to 2:30 p.m. MDT ###-###-####
January 11, Mrand Mrs [redacted] and [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrand Mrs [redacted] : On January 5, 2018, we received your correspondence, dated January 4, 2018, filed with the Revdex.com You said that you returned the leased equipment and you disputed the unreturned equipment fees You mentioned that a payment was debited from your credit card account without authorization and you said that your account was sent to collections Our records reveal that you established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through I Dish Com LLC, an independent retailerTo receive this promotion, the customer must agree to a credit check and provide a credit card account for qualificationA review of your sales call revealed that Mrs [redacted] established the account and used the credit card account ending in *** for qualificationFull disclosure of the terms of the promotion were also provided and acceptedUnder the DHA promotion, the customer authorizes DISH Network to collect payment for any early termination and/or unreturned equipment fees with the credit card account used to qualify Your account was disconnected due to nonpayment on April 1, Because your service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination feeYou were also billed $for unreturned equipmentA payment was collect on November 2, 2017, for the unreturned equipmentAs a courtesy, the $LNBF (eyepiece of the dish) fee was removed from your account on November 9, Please note that we sent an email notification to [redacted] on June 15, 2017, notifying you of our intent to collect a payment for the unreturned equipment fees When we spoke today, I informed you that I made an exception and removed the early termination fee from your account and I submitted a refund of $Please allow five business days for processingI explained that we have no record that the leased equipment was returned to DISH Network and I asked you to provide me with proof of the returnYou advised me that you do not have a return tracking number to verify the returnYou also mentioned that your aunt was the person who returned the equipment Once the equipment is returned, the unreturned equipment fees will be reversedThe current balance due for service rendered and the unreturned equipment fees is $I requested that the collection agency cease contact with you If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis company reimbursed me for the hoseI would like the Revdex.com to close my complaint Sincerely, [redacted]
February 7, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On January 22, 2018, we received your complaint, dated January 20, 2018, filed with the Revdex.com You said that you experienced technical issues with your Hopper receiver and you expressed concern with the customer service you received while attempting to resolve this issueYou indicated that you are being charged $a month for an item you are unable to useYou requested a refund and a new receiver Our records show that we received several calls about the technical issues you experienced, but they were resolved through troubleshooting and the technician visit completed on May 16, We also previously provided you with two one-time $credits and a $monthly credit for months We strive to provide excellent service and regret that your customer service experience was unfavorable I offered you a Hopper receiver upgrade with no commitment and no upgrade feesYou accepted this offer You stated that you are satisfied with this resolution and your concerns were resolved If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Kimber S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ July 3, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On July 1, 2015, we received your correspondence, dated June 30, 2015, filed with the Revdex.com You indicated that you added the dishNET internet service on June 25, 2015, but it is not meeting your needsYou expressed concern with the slow speeds and weather-related interruptionYou requested that your early termination fee be waived, so you can disconnect the service without penalty My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on July 1, and 3, 2015, were unsuccessfulHowever, I was able to leave a message and my contact information at the (XXX) XXX-XXXX numberI also sent an email to [redacted] @yahoo.comHowever, I have not received a responseI have enclosed a copy of that correspondence for your review To address your complaint, I waived your dishNET early termination feeThis will allow you to disconnect the service without penaltyYou may contact us when you are ready to complete the disconnection process 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 Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
March 10, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com You stated that the installation of your DISH Network service was never completedYou indicated that the technician was unable to successfully install the service and meet your HOA’s requirementsYou requested that your account be disconnected and your early termination fee be waivedAdditionally, you would like a refund for the two payments that you made for service When we spoke on March 9, 2016, I agreed to disconnect your account, waive your early termination fee and refund the payments you made for serviceYou accepted this resolution We strive to provide excellent service and regret that your experience was unfavorableWe would 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
February 23, 2016 Ms. [redacted] ** [redacted] Re: BBB Complaint # [redacted] ... [redacted] - [redacted] Dear Ms. [redacted] : On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the RevDex.com. You mentioned the following concerns: Billing Early termination fee Service disconnection Equipment return Customer service You maintain that you did not receive the monthly rate of $48.00 for the second year of service. Your promotion included a $25.00 monthly credit for the first 12 months. An additional monthly credit of $5.00 was applied to your account for seven months on January 23, 2015, to offset a price increase during your 12-month promotional period. These credits ended on September 8, 2015; therefore, you began to be billed the regular monthly rate of $66.99 plus tax. As a courtesy, a monthly $30.00 credit was applied to your account on August 31, 2015, for five months. The expiration of this credit along with a $5.00 price increase on January 14, 2016, resulted in your monthly rate of $71.99 plus tax, which is correct. You acknowledge that you agreed to pay an early termination fee, but claim that the fee is $20.00 per day. Your service was activated on September 8, 2014, with a 24-month commitment. The maximum early termination fee is $480.00, but it will be prorated at $20.00 for each month left in the term commitment. As you had seven months left in your 24-month commitment, the amount of the early termination is $140.00. You stated that your service was not disconnected as you requested on February 9, 2016, because you received a bill of $80.14. Our records confirm that your service was disconnected on February 9, 2016. When I spoke with you by phone on February 22, 2016, I advised you that the balance of $80.14 is not for services. The balance includes the early termination fee minus a credit balance that carried over from your previous overpayment. You indicated that you have not received a box to return the equipment and you said DISH Network should provide you with a prepaid shipping label. While the box that DISH Network provides includes a prepaid UPS label, a $10.00 fee applies for each box shipped. This fee is also included in the balance of $80.14. During our phone conversation, you stated that you received the equipment return box. You expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Tell us why here...
March 16, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 15, 2016, we received your correspondence, dated March 12, 2016, filed with the Revdex.com You stated that when you purchased your DISH Network service, you provided bank account information for Credit Card AutoPayThis information was captured incorrectly, causing your payment to be returnedAs a result, your service was interrupted and you lost your 3-Year Price Lock offerThe matter was corrected and your service was restored; however, your discount was only restored to monthsYou requested that the full three-year offer be restored When we spoke today, I agreed to extend the credits you are currently receiving so you will receive your discount for the full three yearsYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePlease be advised that the signature on the attached contract is NOT my signature Sincerely, [redacted]
April 25, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On April 21, 2017, we received your complaint, dated April 20, 2017, filed with the Revdex.com You expressed concern with the reporting of your account balance to collectionsYou maintain that although you received notification that your credit card account would be charged for an early termination fee, it was not charged and you did not receive a final bill Our records show that your service was disconnected on November 16, At that time, your account was left with an unpaid service balance of $Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged a $equipment return fee While DISH Network will make attempts to debit your credit card account for any promotional fees (e.g., early termination, unreturned equipment, and shipping) our attempts beginning on December 6, 2016, were unsuccessful Billing statements showing the balance due were mailed to your home on November 16, 2016, and December 16, Although the service address on your account is incorrect, the billing address is correct and this is the address that the billing statements were mailed toEnclosed are copies of these billing statements for your review Because the balance was not paid, it was reported to a collection agency on December 28, When I spoke with you by phone on April 21, 2017, I advised you that I am willing to make an exception and remove the information from the credit bureaus once the balance is paid in fullYou agreed to contact me directly to make a payment If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
April 4, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On March 29, 2016, we received your complaint, dated March 25, 2016, filed with the Revdex.com You disputed the early termination fee applied to your DISH Network account You said that you experienced technical issues which led you to disconnect the service When we spoke, I advised you that I made an exception and waived the $early termination fee due to the technical issues to which you referred I also requested to have this item removed from your credit report Please allow six to eight weeks for the credit bureaus to update their records We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted]
January 13, 2016 Ms. [redacted] ** [redacted] Re: BBB Complaint # [redacted] [redacted] - [redacted] Dear Ms. [redacted] : On January 12, 2016, we received your rebuttal, dated January 6, 2016, filed with the RevDex.com. You maintain that you did not receive the local channels that you requested. You also stated that you were not able to review your sales call. I contacted our team that works with independent retailers and they verified that DISH Network has no control over retailers’ policies or procedures. The team did send a request to National Satellite Systems to request that they allow you to review your sales call but, once again, we cannot make them do so or provide a copy of the call ourselves. Please contact National Satellite Systems to request to review your sales call. You also expressed concern about how your customer agreement was presented to you. Please note that the tablet you signed had a full copy of your Digital Home Advantage agreement for you to review by scanning up. You were also sent a sales confirmation email that provided pertinent information about your account, as well as links to our customer agreements online at DISH.com/legal. 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. [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/11/09) */ November 5, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 28, 2015, we received your complaint, dated October 27, 2015, filed with the Revdex.com I attempted to contact you at (XXX) XXX-XXXX on October and November and 5, 2015, and I left three messages You maintain that you continue to receive bills for your internet service, but when you attempted to pay the bill online, you were unable to access the accountYou called DISH Network to make the payment, but you were unable to do soYou indicated that the employees you spoke with told you your account was not active and that you were receiving the calls in errorYou said you have no way to pay for the service you are receiving, and you requested that your service be cancelled without an early termination fee A review of your account reveals that when you cancelled your video service in July 2015, your account was unbundled to provide billing for internet service onlyBecause of this, you were no longer able to access your bundle account online to make a paymentHowever, you were provided the information on how to make a payment on the billing statement you receivedAdditionally, you were able to make payments with agents over the phone on August 29, 2015, and September 25, Per your request, I cancelled your account and, while the commitment is valid, I waived the early termination fee for internet serviceIn addition, I backdated the billing to October 5, The final balance is $That amount will be reduced to $once the leased modem is returned We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agentsWe strive to provide excellent service and we regret that your experience was unfavorableWe thank you for your business and are we disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 7:am-3:pm MST, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Modem and equipment was sent back on Thursday 11/12/I appreciate your guys' response to the issue hereThank you again
July 5, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On July 5, 2016, we received your rebuttal, dated July 5, 2016, filed with the Revdex.com You disagreed with my previous response and you expressed concern with the customer service you received It is not my intent to add to your frustration Please note that when an agreement is reached with Tribune Broadcasting Company, the channels will be restored on our programming lineup We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
January 6, 2016 Ms. [redacted] ** [redacted] Re: BBB Complaint [redacted] [redacted] - [redacted] Dear Ms.... [redacted] : On January 5, 2016, we received your correspondence, dated January 4, 2016, filed with the RevDex.com. You disputed your early termination fee as you maintain that you experienced loss of service. You requested that this information be removed from your credit report. When we spoke today, I advised you that I removed the remaining account balance of $90.50 as an exception. This information will also be removed from your credit report. Please allow eight weeks for processing. You accepted this resolution. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
January 10, 2017 Ms. [redacted] **. [redacted] , ID [redacted] Re: BBB Complaint # [redacted] [redacted] Dear Ms. [redacted] : On January 9, 2017, we received your rebuttal, dated January 5, 2017, filed with the RevDex.com. You said that I advised you that DISH Network agents may charge or credit an account up to $25.00. You also expressed concern about the level of customer service you received and the information you were provided concerning your [redacted] receiver. When we spoke, I never advised you that agents could charge or credit your account up to $25.00. I informed you that our agents are empowered to apply monthly credits to accounts based on the situation presented and within our business rules. I reviewed several of your calls to us and found that you were provided several options concerning your receiver. Twice you were offered to have the receiver switched to purchased free of charge, but you declined. If the receiver is marked leased and you choose to disable it, it must be returned. Otherwise, if it is enabled, you are charged a monthly fee for having the receiver active on your account. If it is marked purchased, you may enable and disable it when you wish. Either way, you are only charged when the receiver is active. You were provided this information several times during your calls to us. If you wish to have the receiver marked as purchased, please contact me directly. Currently, it is marked leased and disabled, so it must be returned. Please note that in the past, you have contacted DISH Network several times to request that you not be charged for the [redacted] receiver and agents have applied credits as a courtesy. When you subscribed to automatic payments, you agreed that DISH Network would debit your bank account for your DISH Network balance. It was not my intention to add to your frustration. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder RevDex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted] ***