Initial Business Response /* (1000, 10, 2015/07/28) */
July 21,
Ms*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 20, 2015, we received your correspondence, dated July 17, 2015, filed with
the Revdex.com
You maintain that DISH Network technicians took a total of two amplifiers from your home on separate occasionsYou requested the amplifiers be replaced and asked for additional compensation
When we spoke today, I advised you that your concerns were investigated and we found that the technicians did not remove any items from your homeWe are unable to honor your request to replace the amplifiers or provide you with compensation
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 (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
December 17,
*** *** ***
*** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
8***###-###-####
Dear Mr***:
On December 14, 2015, we received your complaint, dated December 11, 2015, filed with the Revdex.com
You said that
you have been overcharged $for the last two yearsYou would like the charges removed and to receive a refund
When we spoke, you said that you requested the Multi-Sport package be removed two years agoI informed you that a review of your account doesn't reveal that you contacted us to remove the packageHowever, I agreed to remove the package and provide you with a one-year credit of $
You also expressed concern over the monthly rate for your America's Top channel packageI advised you that the rate is accurate and that it has increased since you initiated your accountI told you that our prices are subject to change at any time, per your contractual agreement
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.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Complaint: ***
I am rejecting this response because: At this point, whether you want to admit it or not you should be honoring my request just based on the way we were treated during our last phone call
Sincerely,
*** ***
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign a month contractI got advised multiple times that I was on a pay-as-ytype planWhich is why anytime I requested a payment extension I got told no since if I paid even a day after the due date the service would be cut off
I want to see a copy of this "contract" that I signed
Complaint Response Date bumped because: Data Base Migration
May 26, Mrs*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mrs***: On May 26, 2016, we received your complaint, dated May 24, 2016, filed with the Revdex.com You expressed concern that a DISH Network account in North Carolina appeared on your credit report, indicating that you have never been a DISH Network customer and you have always lived in KentuckyIn addition, you said you were dissatisfied with the customer service you received When I spoke with you by telephone today, I informed you that I would forward the issue to our ID Theft Department for further research After contacting you directly, Mr*** *** from the ID Theft Department was able to determine that this is not an identity theft issueIt appears that the collection agency contacted you by mistake in an attempt to collect this debt. Mr*** will request a deletion letter from the collection agency I apologize on behalf of DISH Network that you were dissatisfied with the customer service you received, and I regret that this experience was discouraging If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
January 15, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On January 12, 2016, we received your rebuttal, dated January 6, 2016, filed with the Revdex.com You requested a different agent handle your damage claims I forwarded your concerns to our Corporate Field Resolutions (CFR) Team and I requested that they have a different agent assigned to your claim. As I advised you previously, CFR is a separate department so I am unable to guarantee that your request will be honored; but, it has been forwarded to the appropriate people 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 *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: *** * *** *** *** *** *** *** *** *** ** *** *** *** Tell us why here
Initial Business Response /* (1000, 5, 2015/10/30) */
October 29,
*** *** ***
XXXXX *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 22, 2015, we received your complaint, dated October 21, 2015,
filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on October 23, and 27, 2015, and I left three messages
You mention that your service was on DISH PauseYou indicated that a customer service representative debited your credit card account for the early termination feesYou requested that these fees be removed
We have no record of a request to place your account on DISH PauseThis account was placed in a non-pay disconnect status on August 27,
Since it was established under two 24-month agreements on December 1, 2013, you did not fulfill the agreements and you were charged an early termination fee for each service ($for the internet early termination fee and $for the TV early termination fee)Authorization to automatically debit your debit/credit card account is provided in each agreementEnclosed are copies of your signed agreements
When you spoke with the representative on October 21, 2015, she did not manually process the paymentsThey were automatically debited and she informed you that your credit/debit account had been charged automatically and that the payments were pendingShe also provided you with correct information, stating that she could not issue a refund because the charges were valid
As an exception, I removed the $and $early termination fees and submitted a refund for $
Our records reveal that the equipment has been received and the unreturned equipment fees have been reversedThe remaining balance of $is for programming that was provided
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
March 17, Mr*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On March 16, 2016, we received your complaint, dated March 15, 2016, filed with the Revdex.com You said you received a bill for $for DISH Network service in You indicated that you paid the balance in full and there shouldn’t be a remaining balance A review of your account reveals that a balance of $remained on your account for service from May 8, to June 23, The old account was referred to GC service collection agency on February 20, Please note we recently had a system migration and your unpaid balance was transferred, resulting in a new bill generating When I spoke with you by telephone today, I made an exception and removed the charges, leaving a zero balance on your account. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/09/01) */
August 28,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed with the
Revdex.com
You said that the receiver you purchased is being listed in our system as a leased receiverYou requested that the receiver be listed as purchased so that we don't expect it to be returned
When we spoke I apologized for the inconvenience you experiencedI advised you that I have changed your receiver's status from leased to purchased
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
February 19, Mr*** *** *** *** *** ** *** ** *** Re: Revdex.com Complaint # *** ***
Dear Mr***: On February 19, 2016, we received your rebuttal, dated February 17, 2016, filed with the Revdex.com In your rebuttal, you indicated that you do not accept our resolution While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaintAt this point, we respectfully consider the issue closed 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 (720) 514- cc: Denver / Boulder Revdex.com
March 30, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Mr
***: On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 28, and 30, 2016, have been unsuccessful. I was not given the option to leave a voice message. You said that when you called to inquire about our service, you were told that your phone number is tied to an existing accountYou requested that your phone number be removed, and you would like a quote for service I have had your phone number purged from our system Please contact us at any time at 1-800-333-for further information regarding our service If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** ***
December 29,
Ms*** ***
*** ** *** *** *** *
** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 18, 2015, we received your correspondence, dated December 17, 2015, filed with the Revdex.com
You
stated that you experienced signal issues with your DISH Network serviceAdditionally, you were unable to get internet service in your areaThis led you to disconnect the TV service prior to completing your contract commitmentYou have been charged an early termination fee and you requested that it be waived
In our December 19, 2015, email correspondence, I explained that the TV contract is not contingent on internet serviceBoth services require separate contractsAdditionally, I explained that our records do not reflect that you reported any service issues
I notified you today that a copy of your contract was unavailableAs a courtesy, I have waived the $early termination fee and I requested that the charge be removed from the collections process and that the debt be deleted from the credit bureaus
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.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Complaint Response Date bumped because: Data Base Migration
May 26, Ms*** *** *** *** *** *** *** * *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On May 25, 2016, we received your complaint, dated May 23, 2016, filed with the Revdex.com You indicated that when the satellite dish was installed, a hole for the cable was drilled five feet up the wall instead of along the baseboardYou indicate that you did not sign a form releasing DISH Network of all liability and you were not provided a copy When I spoke with you by telephone today, I advised you that our Corporate Field Resolutions Department informed me that an assessment was performed and it was determined there were no valid damagesAccording to the Field Service Manager’s report, the customer stated they would have liked the outlet lower on the wall but they said it was fine and signed a release formI have included a copy of the release form If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
Initial Business Response /* (1000, 15, 2015/06/03) */
June 2,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 2, 2015, we received your complaint, dated June 1, 2015, filed with the RevDex.com
You disputed the early termination fee applied to your DISH Network account
Our records indicate that your early termination fee was waived on May 1, While you received the benefits of the 24-month commitment (such as a free iPad, free installation and free premium channels), our local office was not able to provide us with a copy of your customer agreement
Please note that you were provided with our standard sales disclosures, which include the early termination fee and 24-month commitment, and you were sent a sales confirmation email prior to your installation which provided links to our customer agreements
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because:So you admit that I was charged $for a Tv installation that I never authorized, which is accurate However, you only refunded $ It that supposed to be a joke So you stole $dollars from my bank account and refunded me $ That means you still owe me $ It's very simple, your company made a mistake that's fine, I make mistakes too However, you need to refund the amount IN FULL.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/27) */
August 24,
*** ***
XXXXX *** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXX
Dear ***:
On August 18, 2015, we received your complaint, dated August 14, 2015, filed with the
Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 18, and 24, 2015, and I left three messages
You maintain that your DISH Network account was disconnected on August 12, 2015, and that you paid for service on July 24, 2015, for days in advanceYou requested a refund for days of service
Since you did not provide the account number or any account information, I am unable to research your claim
Please provide me with the phone number listed on the account and the account number that you are referring to so that I may further assist youYou may leave a message with the requested information
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
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
*** ***
November 25,
Ms*** ***
*** ** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On November 19, 2015, we received your complaint, dated November 18, 2015, filed with the Revdex.com
You disputed
the amount due for service rendered and you disputed the early termination fees
I attempted to reach you at *** *** on November and 25, I left two voice messagesI also sent an email to [email protected] you returned my call, we were unable to speak directly
You initiated your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment with a two-year price lock on July 31, 2015, through Dish One Satellite, an independent retailerYour concerns regarding the sale will be reported to the appropriate personnel for internal review
You also participated in the dishNET internet promotion through DISH Network with a separate 24-month commitment on August 8, The terms of the promotion and service are disclosed at the time of sale and a sales confirmation email detailing the terms and billing was sent to ***
Your services were disconnected on November 5, 2015, due to nonpaymentBecause your services were disconnected prior to the promotional fulfillment date, you were billed $and $for the satellite TV and internet early termination fees, respectively
You previously subscribed to the following services:
America's Top package $
Dish Movie Pack $(free for three months)
Epix $(free for months)
HBO, Showtime and Starz $(free for three months)
dishNET 10/50GB $
dishNET TRIA fee $
DVR service $
Super Joey receiver $
Wireless Joey receiver $
Two Joey receivers $($per receiver)
Protection Plan $(free for four months)
The monthly billing rate before tax and discounts was $A monthly $credit was applied for the price-lock promotionYou also received monthly credits of $for bundling and $for agreeing to Credit Card AutoPayWhen the free service and credits end the regular price is applied
Our records reveal that numerous GBs were ordered at $per GB, through your online DISH Network accountAs a result, your monthly bill increasedYou were also billed $for unreturned equipment, increasing the balance due to $2,When the equipment is returned to DISH Network, these equipment fees will be reversedThe return boxes and labels were delivered to your home by UPS on November 9,
In the interest of coming to a resolution, I made an exception and reversed the two early termination feesI also reversed the three $return box fees for the return of the leased equipmentWe ask that the remaining balance of $be paid for service rendered
Your billing is accurate and no additional credits are warranted
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.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because: As of February there has been no removal of these fees for the DVR and the Protection The billing for for the period of 2/03-3/has not changed or even removed the protection plan as you mention in this response.Here is exactly the reason I have had to choice to pursue the issue I have asked seven times for the plan to be removed and it still is not removed even in a large public forum like the Revdex.com The bill should be $less with your promised credit of $per month as well as the removal of fee for the &DVR and the Protection PlanI have contacted your office five times in days and you still cant make the necessary billing corrections I fele this might have happened to thousand of customers I just do not understand why I am being deliberately toyed with and I can rove that months ago I sent a letter to the Office of the CEo requesting help with the same issue That is seven times now I have asked for the removal of these charges yet you still cant get them removed even though you claim to have done this on 1/28.I am very upset at the horrible treatment I have received You have spend much more time trying to argue rather than fix a very simple issue It seems like there is enormous enjoyment in the argument I just want what every customer wants, to not be billed for something I did not receive or order.It has taken me an enormous amount of time to try to be treated fairly here and I have not It is an enormous amount of time lost from work to deal with this deceptive billing.
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/09/28) */
September 25,
Mr*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 21, 2015, we received your complaint, dated September 18,
2015, filed with the Revdex.comMy attempts to reach you by phone on September 22, and 25, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that DISH Network will not refund your overpaymentYou are asking for a refund
A review of your account doesn't reflect that you contacted us to request the refundHowever, a refund can only be submitted once you have returned your leased equipmentPlease contact me directly once you have sent your equipment back so that the refund can be processed
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an email from dishnetwork today, stating that they have recieved the equipmentBut I got nothing about my refundWhen will I get it*** ***
Final Business Response /* (4000, 10, 2015/10/07) */
September 30,
Mr*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 30, 2015, we received your rebuttal, dated September 29, 2015, filed with the Revdex.com
You said that you received a notification that we received your leased equipment and you want to know when you can expect your refund
Because your final payment was made by check on September 16, 2015, we must hold the payment for daysThere will be an addition hold for four days, which is our processing timeThen you have to allow five days for mailing timeThe entire process takes about days
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 10, 2015/07/28) */
July 21,
Ms*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 20, 2015, we received your correspondence, dated July 17, 2015, filed with
the Revdex.com
You maintain that DISH Network technicians took a total of two amplifiers from your home on separate occasionsYou requested the amplifiers be replaced and asked for additional compensation
When we spoke today, I advised you that your concerns were investigated and we found that the technicians did not remove any items from your homeWe are unable to honor your request to replace the amplifiers or provide you with compensation
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 (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
December 17,
*** *** ***
*** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
8***###-###-####
Dear Mr***:
On December 14, 2015, we received your complaint, dated December 11, 2015, filed with the Revdex.com
You said that
you have been overcharged $for the last two yearsYou would like the charges removed and to receive a refund
When we spoke, you said that you requested the Multi-Sport package be removed two years agoI informed you that a review of your account doesn't reveal that you contacted us to remove the packageHowever, I agreed to remove the package and provide you with a one-year credit of $
You also expressed concern over the monthly rate for your America's Top channel packageI advised you that the rate is accurate and that it has increased since you initiated your accountI told you that our prices are subject to change at any time, per your contractual agreement
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.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Complaint: ***
I am rejecting this response because: At this point, whether you want to admit it or not you should be honoring my request just based on the way we were treated during our last phone call
Sincerely,
*** ***
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign a month contractI got advised multiple times that I was on a pay-as-ytype planWhich is why anytime I requested a payment extension I got told no since if I paid even a day after the due date the service would be cut off
I want to see a copy of this "contract" that I signed
Complaint Response Date bumped because: Data Base Migration
May 26, Mrs*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mrs***: On May 26, 2016, we received your complaint, dated May 24, 2016, filed with the Revdex.com You expressed concern that a DISH Network account in North Carolina appeared on your credit report, indicating that you have never been a DISH Network customer and you have always lived in KentuckyIn addition, you said you were dissatisfied with the customer service you received When I spoke with you by telephone today, I informed you that I would forward the issue to our ID Theft Department for further research After contacting you directly, Mr*** *** from the ID Theft Department was able to determine that this is not an identity theft issueIt appears that the collection agency contacted you by mistake in an attempt to collect this debt. Mr*** will request a deletion letter from the collection agency I apologize on behalf of DISH Network that you were dissatisfied with the customer service you received, and I regret that this experience was discouraging If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
January 15, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On January 12, 2016, we received your rebuttal, dated January 6, 2016, filed with the Revdex.com You requested a different agent handle your damage claims I forwarded your concerns to our Corporate Field Resolutions (CFR) Team and I requested that they have a different agent assigned to your claim. As I advised you previously, CFR is a separate department so I am unable to guarantee that your request will be honored; but, it has been forwarded to the appropriate people 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 *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: *** * *** *** *** *** *** *** *** *** ** *** *** *** Tell us why here
Initial Business Response /* (1000, 5, 2015/10/30) */
October 29,
*** *** ***
XXXXX *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 22, 2015, we received your complaint, dated October 21, 2015,
filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on October 23, and 27, 2015, and I left three messages
You mention that your service was on DISH PauseYou indicated that a customer service representative debited your credit card account for the early termination feesYou requested that these fees be removed
We have no record of a request to place your account on DISH PauseThis account was placed in a non-pay disconnect status on August 27,
Since it was established under two 24-month agreements on December 1, 2013, you did not fulfill the agreements and you were charged an early termination fee for each service ($for the internet early termination fee and $for the TV early termination fee)Authorization to automatically debit your debit/credit card account is provided in each agreementEnclosed are copies of your signed agreements
When you spoke with the representative on October 21, 2015, she did not manually process the paymentsThey were automatically debited and she informed you that your credit/debit account had been charged automatically and that the payments were pendingShe also provided you with correct information, stating that she could not issue a refund because the charges were valid
As an exception, I removed the $and $early termination fees and submitted a refund for $
Our records reveal that the equipment has been received and the unreturned equipment fees have been reversedThe remaining balance of $is for programming that was provided
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
March 17, Mr*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On March 16, 2016, we received your complaint, dated March 15, 2016, filed with the Revdex.com You said you received a bill for $for DISH Network service in You indicated that you paid the balance in full and there shouldn’t be a remaining balance A review of your account reveals that a balance of $remained on your account for service from May 8, to June 23, The old account was referred to GC service collection agency on February 20, Please note we recently had a system migration and your unpaid balance was transferred, resulting in a new bill generating When I spoke with you by telephone today, I made an exception and removed the charges, leaving a zero balance on your account. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/09/01) */
August 28,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed with the
Revdex.com
You said that the receiver you purchased is being listed in our system as a leased receiverYou requested that the receiver be listed as purchased so that we don't expect it to be returned
When we spoke I apologized for the inconvenience you experiencedI advised you that I have changed your receiver's status from leased to purchased
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
February 19, Mr*** *** *** *** *** ** *** ** *** Re: Revdex.com Complaint # *** ***
Dear Mr***: On February 19, 2016, we received your rebuttal, dated February 17, 2016, filed with the Revdex.com In your rebuttal, you indicated that you do not accept our resolution While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaintAt this point, we respectfully consider the issue closed 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 (720) 514- cc: Denver / Boulder Revdex.com
March 30, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Mr
***: On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 28, and 30, 2016, have been unsuccessful. I was not given the option to leave a voice message. You said that when you called to inquire about our service, you were told that your phone number is tied to an existing accountYou requested that your phone number be removed, and you would like a quote for service I have had your phone number purged from our system Please contact us at any time at 1-800-333-for further information regarding our service If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** ***
December 29,
Ms*** ***
*** ** *** *** *** *
** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 18, 2015, we received your correspondence, dated December 17, 2015, filed with the Revdex.com
You
stated that you experienced signal issues with your DISH Network serviceAdditionally, you were unable to get internet service in your areaThis led you to disconnect the TV service prior to completing your contract commitmentYou have been charged an early termination fee and you requested that it be waived
In our December 19, 2015, email correspondence, I explained that the TV contract is not contingent on internet serviceBoth services require separate contractsAdditionally, I explained that our records do not reflect that you reported any service issues
I notified you today that a copy of your contract was unavailableAs a courtesy, I have waived the $early termination fee and I requested that the charge be removed from the collections process and that the debt be deleted from the credit bureaus
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.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Complaint Response Date bumped because: Data Base Migration
May 26, Ms*** *** *** *** *** *** *** * *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On May 25, 2016, we received your complaint, dated May 23, 2016, filed with the Revdex.com You indicated that when the satellite dish was installed, a hole for the cable was drilled five feet up the wall instead of along the baseboardYou indicate that you did not sign a form releasing DISH Network of all liability and you were not provided a copy When I spoke with you by telephone today, I advised you that our Corporate Field Resolutions Department informed me that an assessment was performed and it was determined there were no valid damagesAccording to the Field Service Manager’s report, the customer stated they would have liked the outlet lower on the wall but they said it was fine and signed a release formI have included a copy of the release form If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
Initial Business Response /* (1000, 15, 2015/06/03) */
June 2,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 2, 2015, we received your complaint, dated June 1, 2015, filed with the RevDex.com
You disputed the early termination fee applied to your DISH Network account
Our records indicate that your early termination fee was waived on May 1, While you received the benefits of the 24-month commitment (such as a free iPad, free installation and free premium channels), our local office was not able to provide us with a copy of your customer agreement
Please note that you were provided with our standard sales disclosures, which include the early termination fee and 24-month commitment, and you were sent a sales confirmation email prior to your installation which provided links to our customer agreements
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because:So you admit that I was charged $for a Tv installation that I never authorized, which is accurate However, you only refunded $ It that supposed to be a joke So you stole $dollars from my bank account and refunded me $ That means you still owe me $ It's very simple, your company made a mistake that's fine, I make mistakes too However, you need to refund the amount IN FULL.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/27) */
August 24,
*** ***
XXXXX *** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXX
Dear ***:
On August 18, 2015, we received your complaint, dated August 14, 2015, filed with the
Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 18, and 24, 2015, and I left three messages
You maintain that your DISH Network account was disconnected on August 12, 2015, and that you paid for service on July 24, 2015, for days in advanceYou requested a refund for days of service
Since you did not provide the account number or any account information, I am unable to research your claim
Please provide me with the phone number listed on the account and the account number that you are referring to so that I may further assist youYou may leave a message with the requested information
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
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
*** ***
November 25,
Ms*** ***
*** ** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On November 19, 2015, we received your complaint, dated November 18, 2015, filed with the Revdex.com
You disputed
the amount due for service rendered and you disputed the early termination fees
I attempted to reach you at *** *** on November and 25, I left two voice messagesI also sent an email to [email protected] you returned my call, we were unable to speak directly
You initiated your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment with a two-year price lock on July 31, 2015, through Dish One Satellite, an independent retailerYour concerns regarding the sale will be reported to the appropriate personnel for internal review
You also participated in the dishNET internet promotion through DISH Network with a separate 24-month commitment on August 8, The terms of the promotion and service are disclosed at the time of sale and a sales confirmation email detailing the terms and billing was sent to ***
Your services were disconnected on November 5, 2015, due to nonpaymentBecause your services were disconnected prior to the promotional fulfillment date, you were billed $and $for the satellite TV and internet early termination fees, respectively
You previously subscribed to the following services:
America's Top package $
Dish Movie Pack $(free for three months)
Epix $(free for months)
HBO, Showtime and Starz $(free for three months)
dishNET 10/50GB $
dishNET TRIA fee $
DVR service $
Super Joey receiver $
Wireless Joey receiver $
Two Joey receivers $($per receiver)
Protection Plan $(free for four months)
The monthly billing rate before tax and discounts was $A monthly $credit was applied for the price-lock promotionYou also received monthly credits of $for bundling and $for agreeing to Credit Card AutoPayWhen the free service and credits end the regular price is applied
Our records reveal that numerous GBs were ordered at $per GB, through your online DISH Network accountAs a result, your monthly bill increasedYou were also billed $for unreturned equipment, increasing the balance due to $2,When the equipment is returned to DISH Network, these equipment fees will be reversedThe return boxes and labels were delivered to your home by UPS on November 9,
In the interest of coming to a resolution, I made an exception and reversed the two early termination feesI also reversed the three $return box fees for the return of the leased equipmentWe ask that the remaining balance of $be paid for service rendered
Your billing is accurate and no additional credits are warranted
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.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because: As of February there has been no removal of these fees for the DVR and the Protection The billing for for the period of 2/03-3/has not changed or even removed the protection plan as you mention in this response.Here is exactly the reason I have had to choice to pursue the issue I have asked seven times for the plan to be removed and it still is not removed even in a large public forum like the Revdex.com The bill should be $less with your promised credit of $per month as well as the removal of fee for the &DVR and the Protection PlanI have contacted your office five times in days and you still cant make the necessary billing corrections I fele this might have happened to thousand of customers I just do not understand why I am being deliberately toyed with and I can rove that months ago I sent a letter to the Office of the CEo requesting help with the same issue That is seven times now I have asked for the removal of these charges yet you still cant get them removed even though you claim to have done this on 1/28.I am very upset at the horrible treatment I have received You have spend much more time trying to argue rather than fix a very simple issue It seems like there is enormous enjoyment in the argument I just want what every customer wants, to not be billed for something I did not receive or order.It has taken me an enormous amount of time to try to be treated fairly here and I have not It is an enormous amount of time lost from work to deal with this deceptive billing.
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/09/28) */
September 25,
Mr*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 21, 2015, we received your complaint, dated September 18,
2015, filed with the Revdex.comMy attempts to reach you by phone on September 22, and 25, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that DISH Network will not refund your overpaymentYou are asking for a refund
A review of your account doesn't reflect that you contacted us to request the refundHowever, a refund can only be submitted once you have returned your leased equipmentPlease contact me directly once you have sent your equipment back so that the refund can be processed
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an email from dishnetwork today, stating that they have recieved the equipmentBut I got nothing about my refundWhen will I get it*** ***
Final Business Response /* (4000, 10, 2015/10/07) */
September 30,
Mr*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 30, 2015, we received your rebuttal, dated September 29, 2015, filed with the Revdex.com
You said that you received a notification that we received your leased equipment and you want to know when you can expect your refund
Because your final payment was made by check on September 16, 2015, we must hold the payment for daysThere will be an addition hold for four days, which is our processing timeThen you have to allow five days for mailing timeThe entire process takes about days
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***