December 22, 2016 Ms*** *** *** *** **
*** ** *** Re: Revdex.com Complaint # *** *** Dear Ms***: On December 22, 2016, we received your rebuttal, dated December 19, 2016, filed with the Revdex.com. You maintain that your monthly rate is incorrect and you requested an explanation. Please note that the $monthly rate for the America’s Top to which you refer is a new customer promotion. The regular price for that package is currently $per month. You may contact us at any time at *** *** to discuss package options. Our records show that you have enjoyed the benefits of the Protection Plan and no further adjustments are due. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite 350 Denver, CO 80210 *** ***
Complaint: ***
I am rejecting this response because: This is not true I was informed differently then what they are claiming They are not being honest The person that wrote this letter, was mean to me and not willing to try to resolve Worst business I have ever dealt with
Sincerely,
*** ***
December 9,
Mr*** ***
*** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Mr***:
On December 9, 2015, we received your complaint, dated December 7, 2015, filed with the Revdex.com
You maintain
you were told that you could get internet service bundled with DISH Network TV serviceHowever, you had to get your internet service through AT&TBecause of the information you received, you disconnected your TV service and disputed the early termination fee
This account was initiated through Pacific Wiring Solutions DBA The TV Guys, an independent retailer
When I spoke with you by telephone today, I informed you that as an exception, I removed the $early termination fee and the $box return feeThe remaining balance of $is for service that was rendered
Our records reveal that the receiver and remotes have been received
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 through Friday 7:am to 3:pm MDT
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 4, 2015/05/14) */
May 12,
Mr*** ***
*** *** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May 4, 2015, we received your correspondence, dated May 1, 2015, filed with the
Revdex.com
You stated that you contacted DISH Network on April 15, 2015, to disconnect your serviceAt that time you were instructed to make a payment of $This was done to resolve the prorated balance that would be owed for your April billYou were assured by doing this that the full balance of $would not be withdrawn from your bank account on April 17, 2015; however, the full amount was withdrawn on this dateYou have made numerous unsuccessful attempts to have the $refundedThe customer service you experienced while addressing this matter did not meet your expectationsYou requested that the $be refunded and you would like compensation for the difficulty you experienced
When we spoke on May 4, 2015, I confirmed that your refund was approved and processed on May 1, The funds were electronically deposited into the bank account that the $was removed fromI explained that we are unable to offer you compensation for your timeHowever, I did confirm that your early termination and equipment return fees were waived for your inconvenience
We regret your unfavorable experienceI reviewed your calls and you were provided incorrect information regarding the $payment and the refund was not processed correctly, which caused unnecessary delaysThese customer service concerns are being addressed internally
You also mentioned in one of your conversations that you incurred $in late fees on your credit card account as a result of this issueIf you would like to provide proof of these fees (e.g., a copy of your bank statement), I will be happy to refund them
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
Cherokee St
Denver, CO
*** ***
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 *** ** *** *** *** ***
*** ** *** *** ***
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,
*** ***
Complaint: ***
I am rejecting this response because: I've confirmed this is happening with regularity in the same mannerHundreds of documented complaints occurring in the exact same way as my situationI'll be joining in the group complaintHave already Given my information to the attorney in charge since dish has a long track record of dishonesty with new customers
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2015/09/29) */
September 28,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 21, 2015, we received your correspondence, dated September
18, 2015, filed with the Revdex.com
You said funds were collected from your credit card account for another person's DISH Network accountYou requested a refund
When we spoke today, you said that you authorized your step daughter, MsCheryl Pyles, to use your credit card to establish her serviceI advised you that when you agreed to the credit card qualification, you authorized DISH Network to collect a payment for the early termination fee, unreturned equipment and shipping fees for MsPyles' account
Nevertheless, I made an exception and a refund of $was applied to your credit card account ending in todayI also removed your card from MsPyles' DISH Network accountYou accepted this resolution
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
*** *** ***
*** ** XXXXX
*** ***
Complaint: ***
I am rejecting this response because: ** ***, Did you have my new number ***? This is the one that I have been calling you from since last Oct when I switched to a landlineI know you are off on Weds, so give me a call on ThursThe last time I spoke with Jessica was before she went on vacation in early JulyI understand that she did not have any phone or email access during her vacationI sent her an email in early July and have not heard back from her yetThank you.
Sincerely,
*** ***
September 26, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***
Dear *** ***: On September 25, 2017, we received your correspondence, dated September 22, 2017, filed with the Revdex.com You maintain someone used your Social Security Number to open a DISH Network account, and you disputed the collection balanceYou also provided feedback regarding our ID theft process When we spoke today, you said you will sent in the ID Theft Affidavit forms to DISH Network when you receive a copy of your police report We 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, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*
*** ***
July 20, *** *** ***
*** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On July 12, 2017, we received your complaint, dated July 11, 2017, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you are experiencing technical issues with some channels during inclement weather Your DISH Network service was activated on March 27, 2017, with a 24-month commitment Please be advised that heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming serviceHowever, the service will return after the weather condition has passedAiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal Our records show that while the issue with your picture was reported to our Technical Support Department, we did not find that this was a known issue with our equipment Additionally, when you called in on April 28, 2017, to inquire about the amount it would cost to disconnect, our agent offered to schedule a technician visitYou declined and indicated that you would have to speak with your wife. In our email correspondence, you agreed to schedule a technician visit for July 18, Although the technician did not find any issues with the installation, the picture issue was not resolved and the technician was unable to replace the receiverAs a result, I offered to provide you with a replacement receiver; however, you declined You accepted my offer to reduce the early termination fee of $to $to cover the initial installationAs you requested, I disconnected your service on July 19, Your final balance is $We will provide boxes for the return of the equipment within ten business days If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*
*** ***
Initial Business Response /* (1000, 5, 2015/09/25) */
September 17,
*** *** ***
*** *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 14, 2015, we received your complaint, dated September 10,
2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on September 15, and 17, 2015, and I left three messages
You expressed concern that you experienced signal issues with the internet service and that a technician visit will not be scheduled because the trial period is going to expire soonYou were supposed to receive TV, phone and internet but you never received the phone service and now have no internet service
The trial period for phone and internet service will expire on November 1, Unfortunately, because of this, our technicians are not being scheduledHowever, when you spoke with MrScott Kimble on September11, 2015, you informed him that you were able to correct the technical issues by adjusting the satellite dish yourselfI provided you with two months ($39.99x2) of time-without-service credits for the internet serviceIn addition, once you locate a different provider, we will reimburse you the cost of the installation in a form of a credit on your DISH Network account
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
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/12) */
July 28,
*** *** ***
*** ** *** *** Cir
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 21, 2015, we received your correspondence, dated July 20, 2015, filed
with the Revdex.com
You stated that you have not received your DISH Network Refer a Friend referral credits for customers who established service in JanuaryYou have made several unsuccessful attempts to resolve the matter and you have now requested a $check for the referralsAdditionally, you indicated that your parents have experienced the same problem with their referrals
When we spoke today, I confirmed that the matter had been corrected and the missing credits will begin posting to your account on your August 1, 2015, billYou expressed your dissatisfaction with this resolution and requested that you be provided a check for $I explained that the Refer a Friend promotion offers a $account credit to the new customer and a monthly $account credit over ten months for the referring customerHence, we could only apply credits to your account for the promotionYour request for a $check will not be honoredYou indicated that you intended to pursue the matter further
Your parents will need to contact DISH Network to address their referral concerns
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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Good: As stated by *** my bills after August are fixed going forwardI just received my first corrected bill for the August 15-September time period and can confirm I was given the correct amount of referral credits
The Bad: As stated by *** I am still not satisfied with the resolution above as *** and Dish have no interest in fixing the bills where I was overcharged from February to July even after making several requestsThe credits missed total at least $
What they propose is akin to a bank charging twice your car payment for months and having a customer call in multiple times and then when push comes to shove telling the customer that it won't happen again but that they will not refund the overpayment in previous months
While I appreciate that Dish fixed what their phone representatives have failed to do for the last months I do not feel that my situation has been made right
*** ***
Disenfranchised Dish Customer
Final Business Response /* (4000, 9, 2015/08/27) */
August 20,
Mr*** ***
*** ** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your correspondence, dated August 19, 2015, filed with the Revdex.com
You continued to dispute the resolution offered that corrected missing Refer-A-Friend creditsYou originally requested a $check to correct the delay in receiving monthly credit for your referralsThe matter was corrected and the monthly credits began being posted to your account on August 1, However, you indicated that the matter has not been resolved and that you should be provided a refund for the overpayment that occurred in previous months as a result
As we discussed, you were billed correctly for your monthly servicesWe are unable to provide a refund for promotional offersOur only option is to apply the appropriate credit to your account, which became effective August 1, You will receive full credit for the referrals in monthly $increments over a ten-month period as stated in the promotional offer
Please reference Section Item D of your residential agreement at: http://www.dish.com/downloads/legal/residential-agreement.pdf
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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Mr***: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.comYou said that your credit card account was debited $and you requested a refund. You also requested proof of purchase for the iPad that you received as part
of your new customer promotionI attempted to reach you at ###-###-#### on January 8, and 12, 2016, and I left three voicemailsIn my last message, I advised you that as you initiated the account, and as the account was linked to your information when it was disconnected due to non-payment, and as the unreturned equipment fees totaling $were debited from the credit card account that you provided during your sales call, we are unable to provide you with a refund. As the agreement for Ms*** to take over the responsibility for the account was between you and her, we recommend that you speak with her concerning this issueAdditionally, as your account was bundled with your *** account when it was initiated, DISH Network did not generate a bill for you. As such, you must contact *** for a copy of your bill showing the iPad promotion payment to which you referredEnclosed is a copy of your customer agreement for the iPad promotion for your recordsWe sincerely regret any inconvenience this issue may have causedIf 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 ###-###-####
May 4, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***
Dear Ms***: On May 4, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com You expressed concern with the customer service you received when you were not provided with an extension for your due dateYou indicated that you were not told at the time of the sale that this account was a Pay-In-Advance, but you have fulfilled the commitment This account was established on October 3, 2013, under a Pay-In-Advance (PIA) accountThe type of account that is established is based upon credit qualificationThe Promise-To-Pay (PTP) option is not available for PIA accountsLast year, MrRyan Vogler (DISH Network Executive Escalations Specialist) made a one-time exception and provided a temporary credit in order to extend the required paymentHe removed the temporary credit when you made the paymentMr*** *** (DISH Network Executive Escalations Specialist) informed you of the policy and that he was unable to provide you with a PTP When I spoke with you by telephone today, I provided the same information--that PIA accounts do not qualify for the PTP option Please note that the Executive Escalations Team was designed to address correspondence that has been escalatedOnce the issue has been assigned to an Executive Escalations Specialist, they act as liaisons between the customer and our executivesAll complaints are handled internally and we are not at liberty to discuss any action taken This account was established through a company called Dish, an independent retailer that is no longer in businessOur sales representatives are required to disclose the terms of the agreementAdditionally, a sales confirmation email was sent to you at ***@yahoo.com on October 2, This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation 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, 5, 2015/09/25) */
September 16,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms***:
On September 14, 2015, we received your complaint, dated September 11, 2015, filed with
the Revdex.com
Although I received your voicemails, my attempts to contact you by phone at (XXX) XXX-XXXX on September 14, and 16, 2012, were unsuccessful; however, I left three messages
You expressed concern with the DISH Network account that was reported to collectionsYou maintain that you did not establish the service as you were out of the countryYou also stated that the balance was supposed to be removed when you provided a copy of your identification and airline tickets
Our records reveal that the account in question was activated on April 20, 2012, with your personal information
When you contacted us on November 7, 2012, you were told that an ID theft affidavit was required to research your disputeHowever, we do not show that the required ID theft affidavit or any other documents were received
Please provide the following documentation so that we may open an identity theft claim:
Identity Theft Affidavit: A fully completed identity theft affidavit (enclosed)The affidavit must be signed to be valid
Police Report: A copy of an official police report or police incident report regarding this instance of identity theft
Photocopy of valid State or U.Sissued ID: A legible photocopy of a valid U.Sgovernment issued identification card (e.g., driver's license or ID card, passport ** military ID card)
Please send the required documents to:
DISH Network
Identity Theft Team
PO Box
Littleton CO XXXXX
Fax: (XXX) XXX-XXXX
Please be assured that the ID Theft Team will investigate your claim as soon as they receive the required documentation
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 - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
December 29, Mrand Mrs*** *** *** *** ** *** *** Attalla, AL *** Re: Revdex.com Complaint # *** ***
Dear Mrand Mrs***: On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.comYou expressed concern that you have not received the $gift card that was offered when you signed up for DISH Network service, as well as with the information you have receivedA review of this account reveals that the gift card was issued on October 19, 2015, and was shipped to the address listed above, which is the address listed on the accountWe requested that the gift card be cancelled and reissued on December 29, Please allow seven to ten business days for processingWhen I spoke with you by telephone today, I apologized for the information you received, and for the confusionIf 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 Cherokee St Denver, CO *** ***
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 although I disagree with the statement from Dish
However, I do want to note that the charge WAS IN ERROR and that DISHNetwork's own records reflect that my service ended prematurely due to DISH's inability to continue service. I cannot and should not be held responsible for early term fees when they cannot provide the contracted service. IF the charge is eliminated in totality, I accept the resolution. I do not accept this resolution if Dish shows this charged paid late as that will continue to adversely and unfairly impact my credit report
Sincerely,
*** ***
December 12, Dear Ms***: On December 12, 2016, we received your complaint, dated December 10, 2016, filed with the Revdex.com You said that your salesperson advised you that you would not be under a term commitment, but you later
found that you were enrolled in a 24-month commitment. You requested to have the early termination fee waivedYou also requested a copy of your contractWhen we spoke I advised you that, as I am unable to verify the information provided during your sale, I made an exception and waived your $early termination fee Per your request, enclosed is a copy of your Digital Home Advantage customer 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### Enclosure
December 22, 2016 Ms*** *** *** *** **
*** ** *** Re: Revdex.com Complaint # *** *** Dear Ms***: On December 22, 2016, we received your rebuttal, dated December 19, 2016, filed with the Revdex.com. You maintain that your monthly rate is incorrect and you requested an explanation. Please note that the $monthly rate for the America’s Top to which you refer is a new customer promotion. The regular price for that package is currently $per month. You may contact us at any time at *** *** to discuss package options. Our records show that you have enjoyed the benefits of the Protection Plan and no further adjustments are due. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite 350 Denver, CO 80210 *** ***
Complaint: ***
I am rejecting this response because: This is not true I was informed differently then what they are claiming They are not being honest The person that wrote this letter, was mean to me and not willing to try to resolve Worst business I have ever dealt with
Sincerely,
*** ***
December 9,
Mr*** ***
*** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Mr***:
On December 9, 2015, we received your complaint, dated December 7, 2015, filed with the Revdex.com
You maintain
you were told that you could get internet service bundled with DISH Network TV serviceHowever, you had to get your internet service through AT&TBecause of the information you received, you disconnected your TV service and disputed the early termination fee
This account was initiated through Pacific Wiring Solutions DBA The TV Guys, an independent retailer
When I spoke with you by telephone today, I informed you that as an exception, I removed the $early termination fee and the $box return feeThe remaining balance of $is for service that was rendered
Our records reveal that the receiver and remotes have been received
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 through Friday 7:am to 3:pm MDT
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 4, 2015/05/14) */
May 12,
Mr*** ***
*** *** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May 4, 2015, we received your correspondence, dated May 1, 2015, filed with the
Revdex.com
You stated that you contacted DISH Network on April 15, 2015, to disconnect your serviceAt that time you were instructed to make a payment of $This was done to resolve the prorated balance that would be owed for your April billYou were assured by doing this that the full balance of $would not be withdrawn from your bank account on April 17, 2015; however, the full amount was withdrawn on this dateYou have made numerous unsuccessful attempts to have the $refundedThe customer service you experienced while addressing this matter did not meet your expectationsYou requested that the $be refunded and you would like compensation for the difficulty you experienced
When we spoke on May 4, 2015, I confirmed that your refund was approved and processed on May 1, The funds were electronically deposited into the bank account that the $was removed fromI explained that we are unable to offer you compensation for your timeHowever, I did confirm that your early termination and equipment return fees were waived for your inconvenience
We regret your unfavorable experienceI reviewed your calls and you were provided incorrect information regarding the $payment and the refund was not processed correctly, which caused unnecessary delaysThese customer service concerns are being addressed internally
You also mentioned in one of your conversations that you incurred $in late fees on your credit card account as a result of this issueIf you would like to provide proof of these fees (e.g., a copy of your bank statement), I will be happy to refund them
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
Cherokee St
Denver, CO
*** ***
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 *** ** *** *** *** ***
*** ** *** *** ***
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,
*** ***
Complaint: ***
I am rejecting this response because: I've confirmed this is happening with regularity in the same mannerHundreds of documented complaints occurring in the exact same way as my situationI'll be joining in the group complaintHave already Given my information to the attorney in charge since dish has a long track record of dishonesty with new customers
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2015/09/29) */
September 28,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 21, 2015, we received your correspondence, dated September
18, 2015, filed with the Revdex.com
You said funds were collected from your credit card account for another person's DISH Network accountYou requested a refund
When we spoke today, you said that you authorized your step daughter, MsCheryl Pyles, to use your credit card to establish her serviceI advised you that when you agreed to the credit card qualification, you authorized DISH Network to collect a payment for the early termination fee, unreturned equipment and shipping fees for MsPyles' account
Nevertheless, I made an exception and a refund of $was applied to your credit card account ending in todayI also removed your card from MsPyles' DISH Network accountYou accepted this resolution
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
*** *** ***
*** ** XXXXX
*** ***
Complaint: ***
I am rejecting this response because: ** ***, Did you have my new number ***? This is the one that I have been calling you from since last Oct when I switched to a landlineI know you are off on Weds, so give me a call on ThursThe last time I spoke with Jessica was before she went on vacation in early JulyI understand that she did not have any phone or email access during her vacationI sent her an email in early July and have not heard back from her yetThank you.
Sincerely,
*** ***
September 26, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***
Dear *** ***: On September 25, 2017, we received your correspondence, dated September 22, 2017, filed with the Revdex.com You maintain someone used your Social Security Number to open a DISH Network account, and you disputed the collection balanceYou also provided feedback regarding our ID theft process When we spoke today, you said you will sent in the ID Theft Affidavit forms to DISH Network when you receive a copy of your police report We 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, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*
*** ***
Complaint: ***
I am rejecting this response because: As of November 9th I have NOT received my refund It has been days
Sincerely,
*** ***
July 20, *** *** ***
*** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On July 12, 2017, we received your complaint, dated July 11, 2017, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you are experiencing technical issues with some channels during inclement weather Your DISH Network service was activated on March 27, 2017, with a 24-month commitment Please be advised that heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming serviceHowever, the service will return after the weather condition has passedAiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal Our records show that while the issue with your picture was reported to our Technical Support Department, we did not find that this was a known issue with our equipment Additionally, when you called in on April 28, 2017, to inquire about the amount it would cost to disconnect, our agent offered to schedule a technician visitYou declined and indicated that you would have to speak with your wife. In our email correspondence, you agreed to schedule a technician visit for July 18, Although the technician did not find any issues with the installation, the picture issue was not resolved and the technician was unable to replace the receiverAs a result, I offered to provide you with a replacement receiver; however, you declined You accepted my offer to reduce the early termination fee of $to $to cover the initial installationAs you requested, I disconnected your service on July 19, Your final balance is $We will provide boxes for the return of the equipment within ten business days If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*
*** ***
Initial Business Response /* (1000, 5, 2015/09/25) */
September 17,
*** *** ***
*** *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 14, 2015, we received your complaint, dated September 10,
2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on September 15, and 17, 2015, and I left three messages
You expressed concern that you experienced signal issues with the internet service and that a technician visit will not be scheduled because the trial period is going to expire soonYou were supposed to receive TV, phone and internet but you never received the phone service and now have no internet service
The trial period for phone and internet service will expire on November 1, Unfortunately, because of this, our technicians are not being scheduledHowever, when you spoke with MrScott Kimble on September11, 2015, you informed him that you were able to correct the technical issues by adjusting the satellite dish yourselfI provided you with two months ($39.99x2) of time-without-service credits for the internet serviceIn addition, once you locate a different provider, we will reimburse you the cost of the installation in a form of a credit on your DISH Network account
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
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/12) */
July 28,
*** *** ***
*** ** *** *** Cir
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 21, 2015, we received your correspondence, dated July 20, 2015, filed
with the Revdex.com
You stated that you have not received your DISH Network Refer a Friend referral credits for customers who established service in JanuaryYou have made several unsuccessful attempts to resolve the matter and you have now requested a $check for the referralsAdditionally, you indicated that your parents have experienced the same problem with their referrals
When we spoke today, I confirmed that the matter had been corrected and the missing credits will begin posting to your account on your August 1, 2015, billYou expressed your dissatisfaction with this resolution and requested that you be provided a check for $I explained that the Refer a Friend promotion offers a $account credit to the new customer and a monthly $account credit over ten months for the referring customerHence, we could only apply credits to your account for the promotionYour request for a $check will not be honoredYou indicated that you intended to pursue the matter further
Your parents will need to contact DISH Network to address their referral concerns
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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Good: As stated by *** my bills after August are fixed going forwardI just received my first corrected bill for the August 15-September time period and can confirm I was given the correct amount of referral credits
The Bad: As stated by *** I am still not satisfied with the resolution above as *** and Dish have no interest in fixing the bills where I was overcharged from February to July even after making several requestsThe credits missed total at least $
What they propose is akin to a bank charging twice your car payment for months and having a customer call in multiple times and then when push comes to shove telling the customer that it won't happen again but that they will not refund the overpayment in previous months
While I appreciate that Dish fixed what their phone representatives have failed to do for the last months I do not feel that my situation has been made right
*** ***
Disenfranchised Dish Customer
Final Business Response /* (4000, 9, 2015/08/27) */
August 20,
Mr*** ***
*** ** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your correspondence, dated August 19, 2015, filed with the Revdex.com
You continued to dispute the resolution offered that corrected missing Refer-A-Friend creditsYou originally requested a $check to correct the delay in receiving monthly credit for your referralsThe matter was corrected and the monthly credits began being posted to your account on August 1, However, you indicated that the matter has not been resolved and that you should be provided a refund for the overpayment that occurred in previous months as a result
As we discussed, you were billed correctly for your monthly servicesWe are unable to provide a refund for promotional offersOur only option is to apply the appropriate credit to your account, which became effective August 1, You will receive full credit for the referrals in monthly $increments over a ten-month period as stated in the promotional offer
Please reference Section Item D of your residential agreement at: http://www.dish.com/downloads/legal/residential-agreement.pdf
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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Mr***: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.comYou said that your credit card account was debited $and you requested a refund. You also requested proof of purchase for the iPad that you received as part
of your new customer promotionI attempted to reach you at ###-###-#### on January 8, and 12, 2016, and I left three voicemailsIn my last message, I advised you that as you initiated the account, and as the account was linked to your information when it was disconnected due to non-payment, and as the unreturned equipment fees totaling $were debited from the credit card account that you provided during your sales call, we are unable to provide you with a refund. As the agreement for Ms*** to take over the responsibility for the account was between you and her, we recommend that you speak with her concerning this issueAdditionally, as your account was bundled with your *** account when it was initiated, DISH Network did not generate a bill for you. As such, you must contact *** for a copy of your bill showing the iPad promotion payment to which you referredEnclosed is a copy of your customer agreement for the iPad promotion for your recordsWe sincerely regret any inconvenience this issue may have causedIf 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 ###-###-####
May 4, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***
Dear Ms***: On May 4, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com You expressed concern with the customer service you received when you were not provided with an extension for your due dateYou indicated that you were not told at the time of the sale that this account was a Pay-In-Advance, but you have fulfilled the commitment This account was established on October 3, 2013, under a Pay-In-Advance (PIA) accountThe type of account that is established is based upon credit qualificationThe Promise-To-Pay (PTP) option is not available for PIA accountsLast year, MrRyan Vogler (DISH Network Executive Escalations Specialist) made a one-time exception and provided a temporary credit in order to extend the required paymentHe removed the temporary credit when you made the paymentMr*** *** (DISH Network Executive Escalations Specialist) informed you of the policy and that he was unable to provide you with a PTP When I spoke with you by telephone today, I provided the same information--that PIA accounts do not qualify for the PTP option Please note that the Executive Escalations Team was designed to address correspondence that has been escalatedOnce the issue has been assigned to an Executive Escalations Specialist, they act as liaisons between the customer and our executivesAll complaints are handled internally and we are not at liberty to discuss any action taken This account was established through a company called Dish, an independent retailer that is no longer in businessOur sales representatives are required to disclose the terms of the agreementAdditionally, a sales confirmation email was sent to you at ***@yahoo.com on October 2, This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation 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, 5, 2015/09/25) */
September 16,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms***:
On September 14, 2015, we received your complaint, dated September 11, 2015, filed with
the Revdex.com
Although I received your voicemails, my attempts to contact you by phone at (XXX) XXX-XXXX on September 14, and 16, 2012, were unsuccessful; however, I left three messages
You expressed concern with the DISH Network account that was reported to collectionsYou maintain that you did not establish the service as you were out of the countryYou also stated that the balance was supposed to be removed when you provided a copy of your identification and airline tickets
Our records reveal that the account in question was activated on April 20, 2012, with your personal information
When you contacted us on November 7, 2012, you were told that an ID theft affidavit was required to research your disputeHowever, we do not show that the required ID theft affidavit or any other documents were received
Please provide the following documentation so that we may open an identity theft claim:
Identity Theft Affidavit: A fully completed identity theft affidavit (enclosed)The affidavit must be signed to be valid
Police Report: A copy of an official police report or police incident report regarding this instance of identity theft
Photocopy of valid State or U.Sissued ID: A legible photocopy of a valid U.Sgovernment issued identification card (e.g., driver's license or ID card, passport ** military ID card)
Please send the required documents to:
DISH Network
Identity Theft Team
PO Box
Littleton CO XXXXX
Fax: (XXX) XXX-XXXX
Please be assured that the ID Theft Team will investigate your claim as soon as they receive the required documentation
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 - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
December 29, Mrand Mrs*** *** *** *** ** *** *** Attalla, AL *** Re: Revdex.com Complaint # *** ***
Dear Mrand Mrs***: On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.comYou expressed concern that you have not received the $gift card that was offered when you signed up for DISH Network service, as well as with the information you have receivedA review of this account reveals that the gift card was issued on October 19, 2015, and was shipped to the address listed above, which is the address listed on the accountWe requested that the gift card be cancelled and reissued on December 29, Please allow seven to ten business days for processingWhen I spoke with you by telephone today, I apologized for the information you received, and for the confusionIf 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 Cherokee St Denver, CO *** ***
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 although I disagree with the statement from Dish
However, I do want to note that the charge WAS IN ERROR and that DISHNetwork's own records reflect that my service ended prematurely due to DISH's inability to continue service. I cannot and should not be held responsible for early term fees when they cannot provide the contracted service. IF the charge is eliminated in totality, I accept the resolution. I do not accept this resolution if Dish shows this charged paid late as that will continue to adversely and unfairly impact my credit report
Sincerely,
*** ***
December 12, Dear Ms***: On December 12, 2016, we received your complaint, dated December 10, 2016, filed with the Revdex.com You said that your salesperson advised you that you would not be under a term commitment, but you later
found that you were enrolled in a 24-month commitment. You requested to have the early termination fee waivedYou also requested a copy of your contractWhen we spoke I advised you that, as I am unable to verify the information provided during your sale, I made an exception and waived your $early termination fee Per your request, enclosed is a copy of your Digital Home Advantage customer 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### Enclosure