Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ August 18, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] : On August 18, 2015, we received your correspondence, dated August 17, 2015, filed with the Revdex.com You maintain that the salesperson told you that a paper bill would be mailed with the Credit Card AutoPay (CCA) optionYou disputed the early termination fee When we spoke today, I advised you that when an account is enrolled in CCA, the system will not generate a paper statementWe have sent you a monthly email billing notice to [redacted] @gmail.com Please note that DISH Network does not offer a trial period to cancel service without a penaltyNevertheless, in the interest of resolving this matter, I waived your early termination feePer your request, your service will be disconnected on September 4, You accepted this resolution You agreed to return the leased receivers and remote controls to DISH NetworkA return box with label will be delivered to your address by UPSI also waived the $box return fee 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, [redacted] 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 [redacted] ***
May 4, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On May 4, 2016, we received your correspondence, dated May 4, 2016, filed with the Revdex.com There was no reason given for submitting this rebuttal; however, when we spoke today you explained that you did not intent for the service at this residence to be established in your nameYou didn’t sign a contract and you already have another account at your residenceYou requested that this account be disconnected I advised you that the account was qualified using your information and is in your nameHowever, I explained that a signature was not captured on the contract; therefore, I waived the early termination fee and disconnected the account as you requestedI informed you that the leased equipment will need to be returned and the balance owed for the time the account was active will need to be paid If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc:
December 15, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com You expressed concern with the collection call that you received for the balance on your DISH Network accountYou indicated that when you canceled your service, you were not told that it would be due immediatelyYou would like this balance removed from collections Our records show that the payments that received were not for the full statement balanceAs a result, your account had a past-due balance carry over each monthWhen your service was canceled on December 6, 2017, your account was left with a balance of $(for service through the disconnection date and a $equipment return fee)The billing statement that generated on December 8, 2017, indicated that the balance was due immediatelyAs this was an outstanding balance, it was referred to our Collections DepartmentHowever, the balance was not reported to the credit bureaus When I spoke with you by phone on December 13, 2017, I advised you that I removed the $from your account, leaving a zero balanceI also submitted a request to ship a box to your home to return the equipmentPlease allow three to five business days for delivery We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because: In my last response, September 8, 2016, I informed you of Dish's continued invoicing through regular mail and their voice mail about my non payment I phoned Dish to inform them of my loss of service, but I received another invoice, now for two months of service, which includes a late fee and a threat to "interrupt" service As you know, I have not had the use of two of my three TV's since August 8, Please let me know within ten days of any action taken by you regarding invoicing.From your most recent response, received September 20, 2016, I understand that you are not offering to "make me whole again" if your next technician cannot correct the problem created by your last technician Specifically, you do not offer to waive the costs of any different receiver box that would "fix" my two TV's that Dish caused to stop working during your technician's last visit, nor do you offer to re-install my old Dish Receiver box, which allowed my two TV's to work, but which Dish insisted on replacing with a box that has never allowed them to work.After submitting my complaint August 9, 2016, and now going more than six weeks without approximately 80% of my TV viewing, it is unfair that Dish, who caused two of my three TV's to no longer work, continues to expect ME to pay additional costs to fix my TV's if their next technician cannot fix them It appears that Dish promises a better product, delivers a worse product, and then expects the consumer to pay more money to merely return to what was there before Sincerely, [redacted] ***
August 5, Dear Mr [redacted] : On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com You maintain you were advised that you would have access to Astros games, but you did not A review of our records indicates that this issue was previously addressed through the Colorado Attorney General’s Office Enclosed is a copy of our response for your records If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ September 4, Ms [redacted] Salem, OR XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On September 4, 2015, we received your correspondence, dated September 3, 2015, filed with the Revdex.com You said you made an agreement with a DISH Network representative to return the leased equipment and prevent an automatic payment collection from your credit card A review of your account shows that you participated in the Digital Home Advantage (DHA) and dishNET internet promotions with separate 24-month commitmentsBecause the services were disconnected prior to the promotional fulfillment date, you were billed two early termination fees of $and $for the TV and internet service, respectively Under these promotions you authorized DISH Network to access your qualifying credit card account for any early termination, unreturned equipment and/or return shipping fees Our records reveal that the equipment was returned on August 27, 2015, and the equipment fees of $plus tax were reversed from your accountThe payment of $was collected on September 1, 2015, for the dishNET internet early termination feeI regret any confusion When we spoke today, I advised you that I made an exception and reversed the $dishNET internet early termination feeI also submitted a refund for the same amountPlease allow five business days for processing I informed you that DISH Network does not offer payment plans to prevent an account from being turned over to collectionsTo prevent the system from collecting a payment for the TV early termination fee, I removed your qualifying credit card from your accountYou accepted this resolution We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agentsWe apologize 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, [redacted] 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 [redacted] ***
December 28, Mr [redacted] , ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 28, 2016, we received your complaint, dated December 27, 2016, filed with the Revdex.com You said that when you removed the E-Bill from your account in order to receive a paper billing statement, you were not told that it would cost you the $discount you were receiving as part of your promotional offer You asked that the credit be added back, and to receive a credit for the months you didn’t get the discount When we spoke, I agreed to add the $monthly credit back until your contract expires without requiring that you have our autopay or E-BillI also applied a $credit to your account for the months you didn’t receive the $discount If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
December 14, Dear Ms***: On December 14, 2016, we received your complaint, dated November 14, 2016, filed with the Revdex.com You maintain that you did not receive the service that was advertised, and you disputed the automatic debiting of your early termination fee Our records indicate that you were enrolled in automatic payments and, as such, your balance of $was debited on your October 16, 2016, billing due date Please note that your customer agreement provides that early termination and unreturned equipment fees can be debited automatically from the credit or debit card used to qualify for serviceEnclosed is a copy of your Digital Home Advantage agreement for your records As I advised you in my previous responses, we are unable to reverse your early termination fee 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
January 5, Dear Mr***: On January 5, 2017, we received your rebuttal, dated January 4, 2017, filed with the Revdex.comYou maintain that you were told that adding a receiver to your account would not involve a new 24-month commitment You also disputed the signature on the signed agreement I sent youAs I advised you when we spoke, I was unable to pull a recording of your callHowever, our records indicate that you were provided our standard disclosures, which include the provision for a new 24-month commitmentYou advised me that Mrs [redacted] signed your DISH’n It Up agreement, as she was present when the technician finished installing the receiverAs our records indicate that you were advised of, and agreed to, the 24-month commitment, we are unable to waive the early termination feeIf 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###-###-####
December 11, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On December 8, 2017, we received your rebuttal, dated December 1, 2017, filed with the Revdex.com You said that you left two messages for your case manager from our Corporate Field Resolutions (CFR) Team, but you had not heard back I contacted CFR and they advised me that your claim was closed Your case manager emailed me on December 5, 2017, to report that your receiver was being tested and a settlement offer had been made to you We appreciate your patience while we processed your claim If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ July 30, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the Revdex.com You said that you were advised that your DISH Network account balance was zero, but you were then sent to collections for an unpaid balance I attempted to reach you at (XXX) XXX-XXXX on July 27, and 30, I was able to leave two messagesMy call on July 28, 2015, was picked up but no one spoke As I explained in my last message, our records indicate that your DISH Network TV balance was waived by Mr [redacted] on March 20, 2015; however, you also had a dishNET internet accountOur records indicate that your last two payments for service rendered were disputed by your bank and returned Your billing shows that your October 7, 2014, payment for $and November 6, 2014, payment of $were disputed and returned leaving a balance on your dishNET accountAs these payments were for service rendered and remained unpaid, your balance was referred to collectionsI requested that you contact me with more information concerning these disputed payments so we may better research this issue If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/17) */ Please see attachment Final Business Response / [redacted] (4000, 13, 2015/09/24) */ September 18, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 18, 2015, we received your rebuttal, dated September 17, 2015, filed with the Revdex.com You expressed concern about the balance associated with your dishNET account As our work hours coincided and we were unable to speak, I asked Mr [redacted] to contact youHe offered to provide you a credit and refund on your DISH Network account if you agreed to pay the balance associated with your dishNET accountYou agreed to his resolution and he is waiting to hear back from you concerning your payment 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 (XXX) XXX-XXXX Sincerely, [redacted] 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 [redacted] XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/13) */ May 11, Ms [redacted] ** [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On May 4, 2015, we received your correspondence, dated May 1, 2015, filed with the Revdex.com You said requested to canel your service one day after the installtion and you disputed the early termination fee I attempted to reach you at 805-375-on May 5, and 11, I left two voice messages and on one ocastion there was no optio to leave a message Our records show that your established your service uncder the Digital Home Advantage promotion with a 24-month commitmentDISH Network does not offer a grace period to cancel service without an early termination fee Neverthelss, I made an exception and waived the early termiation fee from your accountYou may cancel the service at any time without a penalty If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/05/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
March 16, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 15, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com You expressed concern about the technician visit on March 11, 2016, and the level of customer service you received Our records indicate that Mr [redacted] in our Corporate Escalations Team contacted you shortly after your complaint was filed Please note that Mr [redacted] provided you with a free equipment upgrade when you disputed the $upgrade fee Our technician attempted to contact you when there was no answer at the door Please note that it is not the responsibility of the technician to leave a voicemail, as they are given a set schedule for their day and they’re unable to wait for call backs As such, they will attempt to make contact but they’re unable to await a call back On the day of your installation, our agents and supervisors attempted to reach our dispatch office but were not able to do so As the technician assigned to your work order had other jobs that he had to complete, he was not able to immediately turn around and go back to you address You spoke with Mr [redacted] and he was able to have the technician return later in the dayWhile we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with any compensation If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
March 17, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 17, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You maintain that you were not provided with the equipment or promotions that you were offered during your sales call You also expressed concern about possible channel takedownsYou asked if you could disconnect your service without an early termination fee if the channels were taken down Our records show that you were offered, and you accepted, equipment upgrades and three free months of service to resolve your previous concerns You were advised of the monthly fees at that time and you agreed to them Please note that we were unable to review your sales call for misinformation due to a system issue DISH Network is working hard to keep the channels to which you refer; however, our contract with NBC Universal is nearing its end and we have not been able to come to an agreement with them concerning renewing that contract We will do all we can to keep our programming packages the same; however, as the possibility of channel takedowns is an industry reality, we must provide for changes to programming in our Digital Home Advantage customer agreement As such, your 24-month commitment would remain valid We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ September 2, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with the Revdex.com You stated that you disconnected your DISH Network account in March You made an overpayment of $on your disconnected accountYou have made several unsuccessful attempts to resolve this matter and you requested a refund for the overpayment When we spoke on September 1, 2015, I apologized for the difficulty that you experienced and I have issued a refundYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) There still has not been a refundAll I keep hearing from your company is £ need to wait for the refundI have called twice now and always the same thingUntil I get the refund this is not resolved Final Business Response / [redacted] (4000, 10, 2015/10/01) */ September 29, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 24, 2015, we received your rebuttal, dated September 23, 2015, filed with the Revdex.com You indicated that DISH Network has not provided the $refund you were offeredYou requested that this matter be resolved In our September 25, email correspondence, I confirmed that the refund was requested as discussedDue to an internal issue, the refund was not releasedI apologized for the inconvenience and received confirmation today that the refund was releasedIt will post to your bank account in two to three business daysYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Dear Mr [redacted] : On April 28, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.comYou expressed further concern with the following: · Early termination fee · Pricing · Payment · Box return fee Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and offset the losses we incur when acquiring a new customerPrior to the installation, we provided the terms and conditions of your promotion via emailAs previously advised, by allowing someone else to be present during the installation, you authorized that person to sign the agreement on your behalfCopies of the agreements (service and contractual agreements) were provided to you via email on March 11, Our records do not show that you contacted us regarding your dispute until your service was disconnectedSince your term commitment was not fulfilled, the early termination fee of $is validYou stated that your monthly rate increased without noticeYour promotion included a $monthly credit for the first months of serviceA review of the sales call from March 10, 2015, found that our representative disclosed that this discount would only apply for the first year of serviceYour monthly billing statements also detailed the length of time the discount would apply and the amount of the discountYou began to be billed the regular monthly rate of $(plus tax) due to the expiration of the discount on March 10, You maintain that you removed AutoPay, but DISH Network still collected a paymentOur records show that you were enrolled in Credit Card AutoPay (CCA) and paperless billing to receive our HD Free for Life offerAlthough you removed CCA through our automated system on June 15, 2015, you re-enrolled in AutoPay with your checking account on July 8, AutoPay was once again removed on March 12, Please be advised that this was one day after we drafted a payment of $from your checking accountWhile the $box return fee is appropriate, we do not show that the fee was applied to your DISH Network accountPlease note that if the equipment is not returned within the required time frame, unreturned equipment fees will be applied to your accountWhile I requested that the collection calls on your account cease, the balance of $on your account remains validIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ October 20, [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 15, 2015, we received your complaint, dated October 14, 2015, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you moved and you are unable to obtain internet service Your DISH Network TV service was activated on December 12, 2014, with a 24-month commitmentPlease be advised that the term commitment applies for the TV service only and does not include internet and/or phone through a different provider When I spoke with you by phone on October 19, 2015, I advised you that I made an exception and waived your 24-month commitmentAs you requested, I disconnected your service You also requested that the satellite dish be relocated because the technician placed it on the side of your home without permissionOur records reveal that a damage claim has been opened for this matterYou may contact DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX, to follow up on your claim If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
December 18, [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-#### Dear Ms***: On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com You were charged early termination fees for the disconnection of your DISH Network TV and dishNET internet services prior to completing your contractual agreementYou have restarted your services and you requested a refund for the early termination fees My three attempts to contact you at ###-###-#### and ###-###-#### on December 16, and 18, 2015, were unsuccessfulHowever, I was able to leave a message and my contact information at the ###-###-#### numberI also sent an email to you at tnc***[email protected] (copy enclosed), but I have not received a response Your refunds were issued on December 15, Payments for $and $were released to the credit card account ending in If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-#### Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: They continue to remove the channels I was watching because of my complaintThey still lieThey purposely turned off channels that I frequented then told me that they were sorry and that my monthly bill would be $for six monthsthen I get my bill and it is over $And they wonder why I'm disgusted to talk to themThey aren't worth the effort Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ October 12, Mr [redacted] Barker Hollow Pass Austin, TX XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 6, 2015, we received your complaint, dated October 5, 2015, filed with the Revdex.com You indicated that you had service for many years under account number XXXXXXXXXXXXXXXX at your summer cabinIn June you contacted DISH Network and the sales representative provided you with new equipment and a new account numberYou maintain that the DISH Pause guidelines were not disclosedYou requested that we review the callYou disputed that you are in a 24-month commitment and the $pause fee and that the commitment is extended each time you place your account on DISH Pause I was unable to locate account number XXXXXXXXXXXXXXXX When I spoke with you by telephone today, I informed you that there is no sale call available, as it has been over a year and calls are not kept longer than that This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which included free installation of leased equipment, free activation, free programming and monthly discountsOnce the service is disconnected, the leased equipment is required to be returned directly to DISH Network The DHA agreement is a commitment for consecutive months of programming and it requires a minimum programming packageWhen an account is placed on DISH Pause, the minimum required package is not metTherefore, when the service is reactivated, the commitment is extended by the number of months that the account was pausedThis includes a monthly $fee Because the equipment is leased, the service cannot be disconnected each time you leave as the system will expect the equipment to be returnedThe only way to accomplish that would be to purchase the equipment During our conversation, you informed me that on a previous occasion, you were provided a credit to cover the $fee for the nine months that your service was in DISH PauseI agreed to apply a $credit to your accountAs an exception, I also waived the 24-month commitment Regarding the signed agreement: after the installation, the technician provides the customer with an electronic device to signPlease note that the signature that is gathered is not on a paper documentit is on an electronic tabletThe electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the settlement as they have agreed to the fact that there is no contract, there will be no contract, and have agreed to give me the Hopper, ***, and installation for free, as was guaranteed during the sales call when the equipment was ordered
Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ August 18, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] : On August 18, 2015, we received your correspondence, dated August 17, 2015, filed with the Revdex.com You maintain that the salesperson told you that a paper bill would be mailed with the Credit Card AutoPay (CCA) optionYou disputed the early termination fee When we spoke today, I advised you that when an account is enrolled in CCA, the system will not generate a paper statementWe have sent you a monthly email billing notice to [redacted] @gmail.com Please note that DISH Network does not offer a trial period to cancel service without a penaltyNevertheless, in the interest of resolving this matter, I waived your early termination feePer your request, your service will be disconnected on September 4, You accepted this resolution You agreed to return the leased receivers and remote controls to DISH NetworkA return box with label will be delivered to your address by UPSI also waived the $box return fee 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, [redacted] 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 [redacted] ***
May 4, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On May 4, 2016, we received your correspondence, dated May 4, 2016, filed with the Revdex.com There was no reason given for submitting this rebuttal; however, when we spoke today you explained that you did not intent for the service at this residence to be established in your nameYou didn’t sign a contract and you already have another account at your residenceYou requested that this account be disconnected I advised you that the account was qualified using your information and is in your nameHowever, I explained that a signature was not captured on the contract; therefore, I waived the early termination fee and disconnected the account as you requestedI informed you that the leased equipment will need to be returned and the balance owed for the time the account was active will need to be paid If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc:
December 15, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com You expressed concern with the collection call that you received for the balance on your DISH Network accountYou indicated that when you canceled your service, you were not told that it would be due immediatelyYou would like this balance removed from collections Our records show that the payments that received were not for the full statement balanceAs a result, your account had a past-due balance carry over each monthWhen your service was canceled on December 6, 2017, your account was left with a balance of $(for service through the disconnection date and a $equipment return fee)The billing statement that generated on December 8, 2017, indicated that the balance was due immediatelyAs this was an outstanding balance, it was referred to our Collections DepartmentHowever, the balance was not reported to the credit bureaus When I spoke with you by phone on December 13, 2017, I advised you that I removed the $from your account, leaving a zero balanceI also submitted a request to ship a box to your home to return the equipmentPlease allow three to five business days for delivery We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because: In my last response, September 8, 2016, I informed you of Dish's continued invoicing through regular mail and their voice mail about my non payment I phoned Dish to inform them of my loss of service, but I received another invoice, now for two months of service, which includes a late fee and a threat to "interrupt" service As you know, I have not had the use of two of my three TV's since August 8, Please let me know within ten days of any action taken by you regarding invoicing.From your most recent response, received September 20, 2016, I understand that you are not offering to "make me whole again" if your next technician cannot correct the problem created by your last technician Specifically, you do not offer to waive the costs of any different receiver box that would "fix" my two TV's that Dish caused to stop working during your technician's last visit, nor do you offer to re-install my old Dish Receiver box, which allowed my two TV's to work, but which Dish insisted on replacing with a box that has never allowed them to work.After submitting my complaint August 9, 2016, and now going more than six weeks without approximately 80% of my TV viewing, it is unfair that Dish, who caused two of my three TV's to no longer work, continues to expect ME to pay additional costs to fix my TV's if their next technician cannot fix them It appears that Dish promises a better product, delivers a worse product, and then expects the consumer to pay more money to merely return to what was there before Sincerely, [redacted] ***
August 5, Dear Mr [redacted] : On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com You maintain you were advised that you would have access to Astros games, but you did not A review of our records indicates that this issue was previously addressed through the Colorado Attorney General’s Office Enclosed is a copy of our response for your records If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ September 4, Ms [redacted] Salem, OR XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On September 4, 2015, we received your correspondence, dated September 3, 2015, filed with the Revdex.com You said you made an agreement with a DISH Network representative to return the leased equipment and prevent an automatic payment collection from your credit card A review of your account shows that you participated in the Digital Home Advantage (DHA) and dishNET internet promotions with separate 24-month commitmentsBecause the services were disconnected prior to the promotional fulfillment date, you were billed two early termination fees of $and $for the TV and internet service, respectively Under these promotions you authorized DISH Network to access your qualifying credit card account for any early termination, unreturned equipment and/or return shipping fees Our records reveal that the equipment was returned on August 27, 2015, and the equipment fees of $plus tax were reversed from your accountThe payment of $was collected on September 1, 2015, for the dishNET internet early termination feeI regret any confusion When we spoke today, I advised you that I made an exception and reversed the $dishNET internet early termination feeI also submitted a refund for the same amountPlease allow five business days for processing I informed you that DISH Network does not offer payment plans to prevent an account from being turned over to collectionsTo prevent the system from collecting a payment for the TV early termination fee, I removed your qualifying credit card from your accountYou accepted this resolution We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agentsWe apologize 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, [redacted] 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 [redacted] ***
December 28, Mr [redacted] , ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 28, 2016, we received your complaint, dated December 27, 2016, filed with the Revdex.com You said that when you removed the E-Bill from your account in order to receive a paper billing statement, you were not told that it would cost you the $discount you were receiving as part of your promotional offer You asked that the credit be added back, and to receive a credit for the months you didn’t get the discount When we spoke, I agreed to add the $monthly credit back until your contract expires without requiring that you have our autopay or E-BillI also applied a $credit to your account for the months you didn’t receive the $discount If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
December 14, Dear Ms***: On December 14, 2016, we received your complaint, dated November 14, 2016, filed with the Revdex.com You maintain that you did not receive the service that was advertised, and you disputed the automatic debiting of your early termination fee Our records indicate that you were enrolled in automatic payments and, as such, your balance of $was debited on your October 16, 2016, billing due date Please note that your customer agreement provides that early termination and unreturned equipment fees can be debited automatically from the credit or debit card used to qualify for serviceEnclosed is a copy of your Digital Home Advantage agreement for your records As I advised you in my previous responses, we are unable to reverse your early termination fee 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
January 5, Dear Mr***: On January 5, 2017, we received your rebuttal, dated January 4, 2017, filed with the Revdex.comYou maintain that you were told that adding a receiver to your account would not involve a new 24-month commitment You also disputed the signature on the signed agreement I sent youAs I advised you when we spoke, I was unable to pull a recording of your callHowever, our records indicate that you were provided our standard disclosures, which include the provision for a new 24-month commitmentYou advised me that Mrs [redacted] signed your DISH’n It Up agreement, as she was present when the technician finished installing the receiverAs our records indicate that you were advised of, and agreed to, the 24-month commitment, we are unable to waive the early termination feeIf 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###-###-####
December 11, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On December 8, 2017, we received your rebuttal, dated December 1, 2017, filed with the Revdex.com You said that you left two messages for your case manager from our Corporate Field Resolutions (CFR) Team, but you had not heard back I contacted CFR and they advised me that your claim was closed Your case manager emailed me on December 5, 2017, to report that your receiver was being tested and a settlement offer had been made to you We appreciate your patience while we processed your claim If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ July 30, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the Revdex.com You said that you were advised that your DISH Network account balance was zero, but you were then sent to collections for an unpaid balance I attempted to reach you at (XXX) XXX-XXXX on July 27, and 30, I was able to leave two messagesMy call on July 28, 2015, was picked up but no one spoke As I explained in my last message, our records indicate that your DISH Network TV balance was waived by Mr [redacted] on March 20, 2015; however, you also had a dishNET internet accountOur records indicate that your last two payments for service rendered were disputed by your bank and returned Your billing shows that your October 7, 2014, payment for $and November 6, 2014, payment of $were disputed and returned leaving a balance on your dishNET accountAs these payments were for service rendered and remained unpaid, your balance was referred to collectionsI requested that you contact me with more information concerning these disputed payments so we may better research this issue If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/17) */ Please see attachment Final Business Response / [redacted] (4000, 13, 2015/09/24) */ September 18, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 18, 2015, we received your rebuttal, dated September 17, 2015, filed with the Revdex.com You expressed concern about the balance associated with your dishNET account As our work hours coincided and we were unable to speak, I asked Mr [redacted] to contact youHe offered to provide you a credit and refund on your DISH Network account if you agreed to pay the balance associated with your dishNET accountYou agreed to his resolution and he is waiting to hear back from you concerning your payment 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 (XXX) XXX-XXXX Sincerely, [redacted] 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 [redacted] XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/13) */ May 11, Ms [redacted] ** [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On May 4, 2015, we received your correspondence, dated May 1, 2015, filed with the Revdex.com You said requested to canel your service one day after the installtion and you disputed the early termination fee I attempted to reach you at 805-375-on May 5, and 11, I left two voice messages and on one ocastion there was no optio to leave a message Our records show that your established your service uncder the Digital Home Advantage promotion with a 24-month commitmentDISH Network does not offer a grace period to cancel service without an early termination fee Neverthelss, I made an exception and waived the early termiation fee from your accountYou may cancel the service at any time without a penalty If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/05/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
March 16, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 15, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com You expressed concern about the technician visit on March 11, 2016, and the level of customer service you received Our records indicate that Mr [redacted] in our Corporate Escalations Team contacted you shortly after your complaint was filed Please note that Mr [redacted] provided you with a free equipment upgrade when you disputed the $upgrade fee Our technician attempted to contact you when there was no answer at the door Please note that it is not the responsibility of the technician to leave a voicemail, as they are given a set schedule for their day and they’re unable to wait for call backs As such, they will attempt to make contact but they’re unable to await a call back On the day of your installation, our agents and supervisors attempted to reach our dispatch office but were not able to do so As the technician assigned to your work order had other jobs that he had to complete, he was not able to immediately turn around and go back to you address You spoke with Mr [redacted] and he was able to have the technician return later in the dayWhile we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with any compensation If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
March 17, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 17, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You maintain that you were not provided with the equipment or promotions that you were offered during your sales call You also expressed concern about possible channel takedownsYou asked if you could disconnect your service without an early termination fee if the channels were taken down Our records show that you were offered, and you accepted, equipment upgrades and three free months of service to resolve your previous concerns You were advised of the monthly fees at that time and you agreed to them Please note that we were unable to review your sales call for misinformation due to a system issue DISH Network is working hard to keep the channels to which you refer; however, our contract with NBC Universal is nearing its end and we have not been able to come to an agreement with them concerning renewing that contract We will do all we can to keep our programming packages the same; however, as the possibility of channel takedowns is an industry reality, we must provide for changes to programming in our Digital Home Advantage customer agreement As such, your 24-month commitment would remain valid We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ September 2, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with the Revdex.com You stated that you disconnected your DISH Network account in March You made an overpayment of $on your disconnected accountYou have made several unsuccessful attempts to resolve this matter and you requested a refund for the overpayment When we spoke on September 1, 2015, I apologized for the difficulty that you experienced and I have issued a refundYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) There still has not been a refundAll I keep hearing from your company is £ need to wait for the refundI have called twice now and always the same thingUntil I get the refund this is not resolved Final Business Response / [redacted] (4000, 10, 2015/10/01) */ September 29, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 24, 2015, we received your rebuttal, dated September 23, 2015, filed with the Revdex.com You indicated that DISH Network has not provided the $refund you were offeredYou requested that this matter be resolved In our September 25, email correspondence, I confirmed that the refund was requested as discussedDue to an internal issue, the refund was not releasedI apologized for the inconvenience and received confirmation today that the refund was releasedIt will post to your bank account in two to three business daysYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Dear Mr [redacted] : On April 28, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.comYou expressed further concern with the following: · Early termination fee · Pricing · Payment · Box return fee Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and offset the losses we incur when acquiring a new customerPrior to the installation, we provided the terms and conditions of your promotion via emailAs previously advised, by allowing someone else to be present during the installation, you authorized that person to sign the agreement on your behalfCopies of the agreements (service and contractual agreements) were provided to you via email on March 11, Our records do not show that you contacted us regarding your dispute until your service was disconnectedSince your term commitment was not fulfilled, the early termination fee of $is validYou stated that your monthly rate increased without noticeYour promotion included a $monthly credit for the first months of serviceA review of the sales call from March 10, 2015, found that our representative disclosed that this discount would only apply for the first year of serviceYour monthly billing statements also detailed the length of time the discount would apply and the amount of the discountYou began to be billed the regular monthly rate of $(plus tax) due to the expiration of the discount on March 10, You maintain that you removed AutoPay, but DISH Network still collected a paymentOur records show that you were enrolled in Credit Card AutoPay (CCA) and paperless billing to receive our HD Free for Life offerAlthough you removed CCA through our automated system on June 15, 2015, you re-enrolled in AutoPay with your checking account on July 8, AutoPay was once again removed on March 12, Please be advised that this was one day after we drafted a payment of $from your checking accountWhile the $box return fee is appropriate, we do not show that the fee was applied to your DISH Network accountPlease note that if the equipment is not returned within the required time frame, unreturned equipment fees will be applied to your accountWhile I requested that the collection calls on your account cease, the balance of $on your account remains validIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ October 20, [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 15, 2015, we received your complaint, dated October 14, 2015, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you moved and you are unable to obtain internet service Your DISH Network TV service was activated on December 12, 2014, with a 24-month commitmentPlease be advised that the term commitment applies for the TV service only and does not include internet and/or phone through a different provider When I spoke with you by phone on October 19, 2015, I advised you that I made an exception and waived your 24-month commitmentAs you requested, I disconnected your service You also requested that the satellite dish be relocated because the technician placed it on the side of your home without permissionOur records reveal that a damage claim has been opened for this matterYou may contact DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX, to follow up on your claim If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
December 18, [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-#### Dear Ms***: On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com You were charged early termination fees for the disconnection of your DISH Network TV and dishNET internet services prior to completing your contractual agreementYou have restarted your services and you requested a refund for the early termination fees My three attempts to contact you at ###-###-#### and ###-###-#### on December 16, and 18, 2015, were unsuccessfulHowever, I was able to leave a message and my contact information at the ###-###-#### numberI also sent an email to you at tnc***[email protected] (copy enclosed), but I have not received a response Your refunds were issued on December 15, Payments for $and $were released to the credit card account ending in If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-#### Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: They continue to remove the channels I was watching because of my complaintThey still lieThey purposely turned off channels that I frequented then told me that they were sorry and that my monthly bill would be $for six monthsthen I get my bill and it is over $And they wonder why I'm disgusted to talk to themThey aren't worth the effort Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ October 12, Mr [redacted] Barker Hollow Pass Austin, TX XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 6, 2015, we received your complaint, dated October 5, 2015, filed with the Revdex.com You indicated that you had service for many years under account number XXXXXXXXXXXXXXXX at your summer cabinIn June you contacted DISH Network and the sales representative provided you with new equipment and a new account numberYou maintain that the DISH Pause guidelines were not disclosedYou requested that we review the callYou disputed that you are in a 24-month commitment and the $pause fee and that the commitment is extended each time you place your account on DISH Pause I was unable to locate account number XXXXXXXXXXXXXXXX When I spoke with you by telephone today, I informed you that there is no sale call available, as it has been over a year and calls are not kept longer than that This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which included free installation of leased equipment, free activation, free programming and monthly discountsOnce the service is disconnected, the leased equipment is required to be returned directly to DISH Network The DHA agreement is a commitment for consecutive months of programming and it requires a minimum programming packageWhen an account is placed on DISH Pause, the minimum required package is not metTherefore, when the service is reactivated, the commitment is extended by the number of months that the account was pausedThis includes a monthly $fee Because the equipment is leased, the service cannot be disconnected each time you leave as the system will expect the equipment to be returnedThe only way to accomplish that would be to purchase the equipment During our conversation, you informed me that on a previous occasion, you were provided a credit to cover the $fee for the nine months that your service was in DISH PauseI agreed to apply a $credit to your accountAs an exception, I also waived the 24-month commitment Regarding the signed agreement: after the installation, the technician provides the customer with an electronic device to signPlease note that the signature that is gathered is not on a paper documentit is on an electronic tabletThe electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the settlement as they have agreed to the fact that there is no contract, there will be no contract, and have agreed to give me the Hopper, ***, and installation for free, as was guaranteed during the sales call when the equipment was ordered