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
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,
*** ***
(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
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
*** ***
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
January 22, Ms*** *** *** ** ** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 18, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com You expressed concern about the level of customer service you received when you contacted DISH Network to disconnect your account. You also said that you received several calls per day concerning your balance and requested that it be waived As you indicated that you did not wish to be contacted by phone, I did not attempt to reach you directly I reviewed your disconnection call and found that you were transferred to our Loyalty Team from a third party. Your conversation lasted about five minutes and I found nothing that I would categorize as nagging or inappropriate. The agent asked why you were disconnecting to see if DISH Network could retain your business and when you indicated that you still wished to disconnect, the agent did so I emailed our Collections Team to request that they cease contacting you by phone; however, as our records indicate that your account has been past due since September and as your balance is for service rendered, we are unable to waive it If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** 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 EFlorida Avenue, Suite Denver, CO *** ***
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
*** ***
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
*** ***
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,
*** *** ***
November 23,
Ms*** ***
*** *** ***
***, TX
Re: Revdex.com Complaint # ***
Dear Ms***:
On November 19, 2015, we received your complaint, dated November 19, 2015, filed with the Revdex.com
You expressed
concern with the balance of $on your accountYou indicated that when you changed your due date, you were provided with a month of free service; however, only days were coveredYou requested a credit of $for the remaining ten days
As indicated in my email correspondence on November 20, 2015, the credit of $that was applied to your account on October 16, 2015, covered a full month of service (from October 20, 2015, through November 19, 2015)
Your due date was changed when you contacted us via chat on October 27, The chat agent disclosed that your next billing statement would be less or more than your regular monthly charges because of the changeAs a result, a billing statement of $generated on November 5, 2015, for services from November 20, 2015, through November 30, On November 17, 2015, a second billing statement generated, reflecting the new due dateThe total amount of $includes your regular monthly rate of $for service from December 1, 2015, through December 31, 2015, as well as the previous balance of $Copies of the billing statements were provided via email
As the charges are valid, we are unable to honor your request to provide an account credit of $
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 - 3:pm MDT
*** ***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
December 18,
Ms*** ***
** *** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear MsBoutin:
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com
You stated that
the DISH Network technician caused damage to your propertyYou said that the technician cut wires in your attic, damaged your siding, and left a messIn addition, you requested a $payment to complete the installation
Our records indicate that this issue was addressed by Mr*** ***, a DISH Network Dispute Resolution Specialist, on December 16,
A damage claim was open and sent to our Corporate Field Resolutions Department for reviewYour claim manage is Ms*** ***If you have any questions regarding your claim, please contact *** *** directly at ***, ext***
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
*** *** ***
*** ** ***
*** ***
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 *** ** *** *** *** *** *** ** *** *** ***
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 *** ***
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
*** ***
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
*** ***
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 *** ***
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
February 27, *** *** ** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 8, 2018, we received your complaint, dated February 7, 2018, filed with the Revdex.com I unsuccessfully attempted to contact you at ###-###-#### and ###-###-#### on February 21, and 27, 2018, and I left three messagesI also sent an email to *** and I received a reply You indicated that when you upgraded your equipment on January 28, 2018, you were told the price would not increase your monthly bill and you would have a price lock for two years A review of the call on January 28, 2018, reveals that you asked if replacing the Hopper would cost extraThe agent told you that exchanging one Hopper receiver for another Hopper receiver would not increase your monthly billHowever, he advised you that to exchange the Hopper receiver would include a new 24-month commitment The commitment was for the equipment exchange--not a price guaranteeAlthough the equipment would not cause a price increase, you were not offered a price guarantee On January 16, 2017, we experienced a price increase which is reflected on your February 13, 2018, billThe America’s Top package increased by $and the local channels increased by $ A review of your account reveals that on February 13, 2018, a $monthly courtesy credit was applied to your account for six monthsAs we have provided you an ongoing $monthly credit, as well as another $credit, you are currently receiving a total credit of $per month, of which $of those will expire in two months You regular monthly charges are $before tax, but we only bill you $plus taxWe are unable to provide any more adjustments to your accountAs an exception, I waived your commitment and the associated early termination feePlease note that you may continue service without a commitment We currently offer the Preferred Customer promotion for existing customers, providing them with the same monthly rate as our New Customer OffersIt is a 2-Year Price Guarantee that requires a 24-month commitmentAll other offers will be forfeitedPlease contact us or go to your online account and check the Preferred Customer Offer in the menu on the left side of the screen for additional information 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 *** ** *** *** *** ***
*** ** *** *** ***
September 19, *** *** ***
*** *** *** **
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On September 11, 2017, we received your correspondence, dated September 8, 2017, filed with the Revdex.com I attempted to reach you at *** *** on September 14, and 18, I left three voice messagesI also sent an email to ***While you returned my call, we were unable to speak directly You said you established a promotion with a free *** *** *** and *** free for one yearYou indicated that you were able to view *** ***, and *** immediatelyYou expressed dissatisfaction with the process to redeem these offers and with the customer service you received Our records reveal that you qualify for both the *** *** Dot and *** promotionsI added the *** channels to your account free for monthsI also sent you an email to ***, which included instructions on how to redeem the free *** *** DotPlease logon to *** and enter the promotion code exactly as it appears on the email I apologize for any inconvenience you may have experiencedWe appreciate your feedback and your concerns will be shared internally If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 10, 2015/10/01) */
September 25,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 22, 2015, we received your complaint, dated September 21, 2015, filed
with the Revdex.com
You said that your DISH Network service was interrupted even though we had received payment
I attempted to reach you at (XXX) XXX-XXXX on September 23, and 25, 2015, and I left three voicemails
As I explained in my last message, the date returned by the US Postal Office does not reflect the date that your payment is processed, just the date it was deliveredI also advised you that as your account is a pay-in-advance account, your service will be interrupted immediately after the passage ** your due dateIn addition, I informed you that DISH Network accepts payment online, over the phone, or through certain vendors such as MoneyGram or Western Union
Our records indicate that your service was restored as soon as your payment was 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: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
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
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,
*** ***
(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
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
*** ***
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
January 22, Ms*** *** *** ** ** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 18, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com You expressed concern about the level of customer service you received when you contacted DISH Network to disconnect your account. You also said that you received several calls per day concerning your balance and requested that it be waived As you indicated that you did not wish to be contacted by phone, I did not attempt to reach you directly I reviewed your disconnection call and found that you were transferred to our Loyalty Team from a third party. Your conversation lasted about five minutes and I found nothing that I would categorize as nagging or inappropriate. The agent asked why you were disconnecting to see if DISH Network could retain your business and when you indicated that you still wished to disconnect, the agent did so I emailed our Collections Team to request that they cease contacting you by phone; however, as our records indicate that your account has been past due since September and as your balance is for service rendered, we are unable to waive it If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** 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 EFlorida Avenue, Suite Denver, CO *** ***
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
*** ***
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
*** ***
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,
*** *** ***
November 23,
Ms*** ***
*** *** ***
***, TX
Re: Revdex.com Complaint # ***
Dear Ms***:
On November 19, 2015, we received your complaint, dated November 19, 2015, filed with the Revdex.com
You expressed
concern with the balance of $on your accountYou indicated that when you changed your due date, you were provided with a month of free service; however, only days were coveredYou requested a credit of $for the remaining ten days
As indicated in my email correspondence on November 20, 2015, the credit of $that was applied to your account on October 16, 2015, covered a full month of service (from October 20, 2015, through November 19, 2015)
Your due date was changed when you contacted us via chat on October 27, The chat agent disclosed that your next billing statement would be less or more than your regular monthly charges because of the changeAs a result, a billing statement of $generated on November 5, 2015, for services from November 20, 2015, through November 30, On November 17, 2015, a second billing statement generated, reflecting the new due dateThe total amount of $includes your regular monthly rate of $for service from December 1, 2015, through December 31, 2015, as well as the previous balance of $Copies of the billing statements were provided via email
As the charges are valid, we are unable to honor your request to provide an account credit of $
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 - 3:pm MDT
*** ***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
December 18,
Ms*** ***
** *** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear MsBoutin:
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com
You stated that
the DISH Network technician caused damage to your propertyYou said that the technician cut wires in your attic, damaged your siding, and left a messIn addition, you requested a $payment to complete the installation
Our records indicate that this issue was addressed by Mr*** ***, a DISH Network Dispute Resolution Specialist, on December 16,
A damage claim was open and sent to our Corporate Field Resolutions Department for reviewYour claim manage is Ms*** ***If you have any questions regarding your claim, please contact *** *** directly at ***, ext***
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
*** *** ***
*** ** ***
*** ***
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 *** ** *** *** *** *** *** ** *** *** ***
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 *** ***
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
*** ***
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
*** ***
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 *** ***
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
February 27, *** *** ** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 8, 2018, we received your complaint, dated February 7, 2018, filed with the Revdex.com I unsuccessfully attempted to contact you at ###-###-#### and ###-###-#### on February 21, and 27, 2018, and I left three messagesI also sent an email to *** and I received a reply You indicated that when you upgraded your equipment on January 28, 2018, you were told the price would not increase your monthly bill and you would have a price lock for two years A review of the call on January 28, 2018, reveals that you asked if replacing the Hopper would cost extraThe agent told you that exchanging one Hopper receiver for another Hopper receiver would not increase your monthly billHowever, he advised you that to exchange the Hopper receiver would include a new 24-month commitment The commitment was for the equipment exchange--not a price guaranteeAlthough the equipment would not cause a price increase, you were not offered a price guarantee On January 16, 2017, we experienced a price increase which is reflected on your February 13, 2018, billThe America’s Top package increased by $and the local channels increased by $ A review of your account reveals that on February 13, 2018, a $monthly courtesy credit was applied to your account for six monthsAs we have provided you an ongoing $monthly credit, as well as another $credit, you are currently receiving a total credit of $per month, of which $of those will expire in two months You regular monthly charges are $before tax, but we only bill you $plus taxWe are unable to provide any more adjustments to your accountAs an exception, I waived your commitment and the associated early termination feePlease note that you may continue service without a commitment We currently offer the Preferred Customer promotion for existing customers, providing them with the same monthly rate as our New Customer OffersIt is a 2-Year Price Guarantee that requires a 24-month commitmentAll other offers will be forfeitedPlease contact us or go to your online account and check the Preferred Customer Offer in the menu on the left side of the screen for additional information 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 *** ** *** *** *** ***
*** ** *** *** ***
September 19, *** *** ***
*** *** *** **
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On September 11, 2017, we received your correspondence, dated September 8, 2017, filed with the Revdex.com I attempted to reach you at *** *** on September 14, and 18, I left three voice messagesI also sent an email to ***While you returned my call, we were unable to speak directly You said you established a promotion with a free *** *** *** and *** free for one yearYou indicated that you were able to view *** ***, and *** immediatelyYou expressed dissatisfaction with the process to redeem these offers and with the customer service you received Our records reveal that you qualify for both the *** *** Dot and *** promotionsI added the *** channels to your account free for monthsI also sent you an email to ***, which included instructions on how to redeem the free *** *** DotPlease logon to *** and enter the promotion code exactly as it appears on the email I apologize for any inconvenience you may have experiencedWe appreciate your feedback and your concerns will be shared internally If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 10, 2015/10/01) */
September 25,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 22, 2015, we received your complaint, dated September 21, 2015, filed
with the Revdex.com
You said that your DISH Network service was interrupted even though we had received payment
I attempted to reach you at (XXX) XXX-XXXX on September 23, and 25, 2015, and I left three voicemails
As I explained in my last message, the date returned by the US Postal Office does not reflect the date that your payment is processed, just the date it was deliveredI also advised you that as your account is a pay-in-advance account, your service will be interrupted immediately after the passage ** your due dateIn addition, I informed you that DISH Network accepts payment online, over the phone, or through certain vendors such as MoneyGram or Western Union
Our records indicate that your service was restored as soon as your payment was 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: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***