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,
*** ***
Initial Business Response /* (1000, 6, 2015/10/21) */
October 16,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed with the
Revdex.com
You said that you were provided incorrect information concerning your DISH Network account and due date
When we spoke, I advised you that I forwarded your concerns to the appropriate department for internal reviewAs we discussed, a $credit was applied to your account on October 9, 2015, for this issue
We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing this to our attention
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
October 6, Dear Ms***: On October 6, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.com You stated that you experienced unresolved signal issues with your DISH Network serviceThis led you to
disconnect the account prior to completing your contractYou have been charged a $early termination feeYou requested that this fee be refunded When we spoke today, I offered to refund $of the early termination feeYou accepted this resolution We strive to provide excellent service and we 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 ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
Tell us why here...August 17, 2016 Dear Mr***: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You expressed concern with the loss of WGN due to the negotiations with Tribune BroadcastingBecause of
this you requested to be released from the 24-month agreement. We understand your frustration with the loss of your local channelWhile some customers may be willing to pay extra for WGN, Tribune is forcing our customers to pay for an additional unrelated cable channelMany are counting on DISH Network to stand firmChannel owners will be inclined to continue with the channel takedowns if we fail to hold the line during negotiations Per our company policy, we reserve the right to change programming, packages and pricesHowever, as an exception, I removed the $balance from your accountAdditionally, I submitted a refund of $98.99. 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: Monday through Friday 7:am to 3:pm MDT###-###-#### Enclosure
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, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*
*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
August 18,
*** *** ***
*** *** *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 13, 2015, we received your complaint, dated August 12, 2015, filed with
the Revdex.com
You expressed concern with the removal of your 12-month discountYou maintain that you were not told the discount would be removed if your service was placed on DISH PauseYou requested that the discount be reinstated for the full months of active serviceYou also stated that the movie channels were not removed from your account as requested
Your service was activated on July 8, 2015, with a 24-month commitment through Infinity Sales Group LLC (XXX-XXX-XXXX), an independent companyYour promotion included a $discount for the first months, reducing your monthly rate from $to $plus tax for the America's Top ($69.99) and the DVR service fee ($12.00)Please be advised that the discount is removed if service is disconnected for any reason or placed on DISH PauseI apologize that this information was not previously provided
Your promotion also included four movie channels (HBO, Cinemax, Showtime and Starz) and Blockbuster @Home free for three months, as well as the Protection Plan free for six monthsSince DISH Network bills in advance, the billing statement of $that generated on September 23, 2014, included service charges totaling $for the movie channels and Blockbuster @Home after the free trial expiredThese services were removed from your account on October 15, 2015, and a total credit of $was applied for the previous charges
A review of your account shows that the $discount was applied for the first five months of serviceThe discount was removed on October 30, 2014, when your service was placed on DISH PauseHowever, a monthly credit of $was applied for ten months and a $monthly credit was applied for seven months, for a total credit of $Please be advised that these monthly credits were applied while your service was on DISH Pause
Please note that DISH Network experienced a $price increase to our programming packages on January 30, 2015, increasing the price of the America's Top package to $
Your service was removed from DISH Pause on April 9, Although a credit of $was applied for DISH Pause, you were charged $for services from April 9, 2015, through June 7, The $monthly credit reduced the service charges to $As a result, your credit balance was reduced to $
Please be advised that since you chose to keep the Protection Plan after the free trial, you are being billed $a month
The billing statement of $that generated on May 23, 2015, for service from June 8, 2015, through July 7, 2015, included your regular monthly charges of $plus tax minus the credit balance of $from the previous monthThis billing statement included the last $monthly creditWe received a payment of $on June 23,
On June 23, 2015, a billing statement of $generated for service from July 8, 2015, through August 7, This billing statement reflected your regular monthly charges of $plus taxSince we did not receive a payment for this balance, the billing statement of $included the unpaid balance of $77.52, the current month's charges of $plus tax and a $late feeA partial payment of $was received, leaving a balance due of $Enclosed are copies of your past billing statements for your review
Please be advised that your next billing statement, which will generate on August 23, 2015, will include the last $monthly credit; however, our records show that a monthly $credit was applied to your account on August 1, 2015, for ten monthsThe first $credit will also be included on this billing statement
As a courtesy, I waived the balance of $on your account; however, no additional credits are due as you have received a monthly credit of $for a total of months and will receive a $monthly credit for the upcoming ten months
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
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: ON my in initial CALL To Dish I stated I was call in reference to the offer to COME BACK TO DISHoffer code 5F I was not only told I would receive the $but if I sign that day I would get an additional $Why in the world would I accept $over $100!!!! The Rep who called me who nasty and Rude stating we can't offer you a $card due to a credit was applied to your account would you like to cancel your Dish Cable today with no Charge!!! hw could I cancel my Cable TV on the spot without being prepared to switch to a different cable company!! Wow that's real Superior Customer service at its bestI'm not Satisfied with the result nor was I happy with the nasty woman that called representing Dish Network
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:As I said this company is the worst company I have ever had to deal with in the years I have been on this earth , the best thing they could do is close the doors and get out of the businessI just got a letter from Dave Simons, that they consider the case closed , well that is just how they are , if they think it is closed that is fine if they are still in business this case will never be closed . that is it , they need to close their doors and get out of the business
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/05/11) */
April 30,
Ms*** ***
*** *** **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 30, 2015, we received your correspondence, dated April 29, 2015, filed with
the Revdex.com
You stated that you moved to a new residenceYou had to delay your service installation at your new home and as a result, your account was disconnectedWhen you contacted DISH Network to restart your service, you were informed that you would be required to pay for service while it had been inaccessibleYou requested that your service be restarted without the additional charges
When we spoke today, I agreed to waive the additional fee and I scheduled an appointment to have your service moved to your new residenceYou accepted this resolution
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
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved the problem as requested
January 18, Mr*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On January 15, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com You expressed concern that you are unable to disconnect your DISH Network service via email and that you are referred to call our Customer Service Center to proceedYou requested a refund for the credit balance on your account When I spoke with you by telephone today, I informed you that it is our company policy and procedure that a customer talk to an agent to request disconnection of serviceThere are disclosures and information that we need to provide during the callWe regret that you do not agree I submitted a refund for your last payment of $ If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
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 *** ***
January 16, Mr*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 10, 2018, we received your complaint, dated January 9, 2018, filed with the Revdex.com You disputed the Pay-Per-View (PPV) charges applied to your DISH Network account and said that you are experiencing ongoing technical issues. You requested to have all PPV charges refunded to you and your early termination fee waived When we spoke, I informed you that our records indicate you contacted us twice requesting information on how to order PPV movies using your remote. Additionally, the PPV movies in question were ordered through your remote control, even after our agents walked you through placing locks on your receivers so that PPVs could not be ordered on your system without entering a code A review of your account shows that you reported one German channel which you experienced technical issues with three times in the last two years. While we sincerely regret any inconvenience, we are unable to waive the PPV charges or the early termination fee applied to your account If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
December 22,
*** *** ***
** *** *** ***
*** *** ** ***
*** *** *** * ***
***
Dear Ms***:
On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com
You said you
are experiencing technical issues and you expressed concern with the cost for a technician visitYou requested to be released from your term commitment
When we spoke today, you agreed to a free technician visit for December 23, 2015, from am to pmIf this visit does not correct the technical issues, I will make an exception and release you from your commitment for service
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/10/23) */
October 22,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 15, 2015, we received your complaint, dated October 14, 2015, filed
with the Revdex.com
You maintain that you are not receiving the monthly rate you were quoted for the second year of serviceYou also stated that you had to upgrade your programming package to include the channels that you initially requested
Your service was activated on October 10, 2015, with a 24-month commitment through Dish Installation Inc(XXX-XXX-XXXX), an independent companyYour service included the America's Top package ($59.99), a DVR service fee ($12.00) and a *** receiver fee ($7.00)The introductory savings of $and a $E-Bill AutoPay credit that are included with your promotion for the first months reduced your monthly rate to $plus tax
On October 13, 2015, internet service was added as a bundle with a separate 24-month commitmentThis along with the upgrade to the America's Top package made your total monthly rate $plus tax ($plus tax for the TV service)After the initial months, the package price for your TV service will be $plus tax
When I spoke with you by phone on October 21, 2015, you accepted my offer to apply a monthly credit of $to your account for the second twelve months of serviceThis will reduce the price of the TV only from $to $plus tax
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
Please see attachment
Final Business Response /* (4000, 9, 2015/11/04) */
November 3,
Mr*** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 3, 2015, we received your complaint, dated November 2, 2015, filed with the Revdex.com
You maintain that you have not received the response letter to your concerns
Our records reveal that my correspondence was mailed to your home on October 23,
When I spoke with you by phone today, you confirmed that you received the letter
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
*** *** ***
Denver, CO XXXXX
*** ***
Final Consumer Response /* (2000, 15, 2015/11/09) */
Please see attachment
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 *** ***
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 ###-###-####
Initial Business Response /* (1000, 10, 2015/07/20) */
July 17,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 16, 2015, we received your complaint, dated July 15, 2015, filed with the RevDex.com
You expressed concern regarding the balance on an account you established for your sonYou requested that the charges be removed
When we spoke I informed you that the account reflects that you agreed to a two-year commitmentHowever, I was unable to locate a copy of the contractAs a result, I have removed the balance, and you agreed to return the equipment
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
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,
*** ***
Initial Business Response /* (1000, 6, 2015/10/21) */
October 16,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed with the
Revdex.com
You said that you were provided incorrect information concerning your DISH Network account and due date
When we spoke, I advised you that I forwarded your concerns to the appropriate department for internal reviewAs we discussed, a $credit was applied to your account on October 9, 2015, for this issue
We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing this to our attention
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
October 6, Dear Ms***: On October 6, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.com You stated that you experienced unresolved signal issues with your DISH Network serviceThis led you to
disconnect the account prior to completing your contractYou have been charged a $early termination feeYou requested that this fee be refunded When we spoke today, I offered to refund $of the early termination feeYou accepted this resolution We strive to provide excellent service and we 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 ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
Tell us why here...August 17, 2016 Dear Mr***: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You expressed concern with the loss of WGN due to the negotiations with Tribune BroadcastingBecause of
this you requested to be released from the 24-month agreement. We understand your frustration with the loss of your local channelWhile some customers may be willing to pay extra for WGN, Tribune is forcing our customers to pay for an additional unrelated cable channelMany are counting on DISH Network to stand firmChannel owners will be inclined to continue with the channel takedowns if we fail to hold the line during negotiations Per our company policy, we reserve the right to change programming, packages and pricesHowever, as an exception, I removed the $balance from your accountAdditionally, I submitted a refund of $98.99. 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: Monday through Friday 7:am to 3:pm MDT###-###-#### Enclosure
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, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*
*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
August 18,
*** *** ***
*** *** *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 13, 2015, we received your complaint, dated August 12, 2015, filed with
the Revdex.com
You expressed concern with the removal of your 12-month discountYou maintain that you were not told the discount would be removed if your service was placed on DISH PauseYou requested that the discount be reinstated for the full months of active serviceYou also stated that the movie channels were not removed from your account as requested
Your service was activated on July 8, 2015, with a 24-month commitment through Infinity Sales Group LLC (XXX-XXX-XXXX), an independent companyYour promotion included a $discount for the first months, reducing your monthly rate from $to $plus tax for the America's Top ($69.99) and the DVR service fee ($12.00)Please be advised that the discount is removed if service is disconnected for any reason or placed on DISH PauseI apologize that this information was not previously provided
Your promotion also included four movie channels (HBO, Cinemax, Showtime and Starz) and Blockbuster @Home free for three months, as well as the Protection Plan free for six monthsSince DISH Network bills in advance, the billing statement of $that generated on September 23, 2014, included service charges totaling $for the movie channels and Blockbuster @Home after the free trial expiredThese services were removed from your account on October 15, 2015, and a total credit of $was applied for the previous charges
A review of your account shows that the $discount was applied for the first five months of serviceThe discount was removed on October 30, 2014, when your service was placed on DISH PauseHowever, a monthly credit of $was applied for ten months and a $monthly credit was applied for seven months, for a total credit of $Please be advised that these monthly credits were applied while your service was on DISH Pause
Please note that DISH Network experienced a $price increase to our programming packages on January 30, 2015, increasing the price of the America's Top package to $
Your service was removed from DISH Pause on April 9, Although a credit of $was applied for DISH Pause, you were charged $for services from April 9, 2015, through June 7, The $monthly credit reduced the service charges to $As a result, your credit balance was reduced to $
Please be advised that since you chose to keep the Protection Plan after the free trial, you are being billed $a month
The billing statement of $that generated on May 23, 2015, for service from June 8, 2015, through July 7, 2015, included your regular monthly charges of $plus tax minus the credit balance of $from the previous monthThis billing statement included the last $monthly creditWe received a payment of $on June 23,
On June 23, 2015, a billing statement of $generated for service from July 8, 2015, through August 7, This billing statement reflected your regular monthly charges of $plus taxSince we did not receive a payment for this balance, the billing statement of $included the unpaid balance of $77.52, the current month's charges of $plus tax and a $late feeA partial payment of $was received, leaving a balance due of $Enclosed are copies of your past billing statements for your review
Please be advised that your next billing statement, which will generate on August 23, 2015, will include the last $monthly credit; however, our records show that a monthly $credit was applied to your account on August 1, 2015, for ten monthsThe first $credit will also be included on this billing statement
As a courtesy, I waived the balance of $on your account; however, no additional credits are due as you have received a monthly credit of $for a total of months and will receive a $monthly credit for the upcoming ten months
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
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: ON my in initial CALL To Dish I stated I was call in reference to the offer to COME BACK TO DISHoffer code 5F I was not only told I would receive the $but if I sign that day I would get an additional $Why in the world would I accept $over $100!!!! The Rep who called me who nasty and Rude stating we can't offer you a $card due to a credit was applied to your account would you like to cancel your Dish Cable today with no Charge!!! hw could I cancel my Cable TV on the spot without being prepared to switch to a different cable company!! Wow that's real Superior Customer service at its bestI'm not Satisfied with the result nor was I happy with the nasty woman that called representing Dish Network
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:As I said this company is the worst company I have ever had to deal with in the years I have been on this earth , the best thing they could do is close the doors and get out of the businessI just got a letter from Dave Simons, that they consider the case closed , well that is just how they are , if they think it is closed that is fine if they are still in business this case will never be closed . that is it , they need to close their doors and get out of the business
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/05/11) */
April 30,
Ms*** ***
*** *** **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 30, 2015, we received your correspondence, dated April 29, 2015, filed with
the Revdex.com
You stated that you moved to a new residenceYou had to delay your service installation at your new home and as a result, your account was disconnectedWhen you contacted DISH Network to restart your service, you were informed that you would be required to pay for service while it had been inaccessibleYou requested that your service be restarted without the additional charges
When we spoke today, I agreed to waive the additional fee and I scheduled an appointment to have your service moved to your new residenceYou accepted this resolution
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
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved the problem as requested
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
January 18, Mr*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On January 15, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com You expressed concern that you are unable to disconnect your DISH Network service via email and that you are referred to call our Customer Service Center to proceedYou requested a refund for the credit balance on your account When I spoke with you by telephone today, I informed you that it is our company policy and procedure that a customer talk to an agent to request disconnection of serviceThere are disclosures and information that we need to provide during the callWe regret that you do not agree I submitted a refund for your last payment of $ If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
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 *** ***
January 16, Mr*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 10, 2018, we received your complaint, dated January 9, 2018, filed with the Revdex.com You disputed the Pay-Per-View (PPV) charges applied to your DISH Network account and said that you are experiencing ongoing technical issues. You requested to have all PPV charges refunded to you and your early termination fee waived When we spoke, I informed you that our records indicate you contacted us twice requesting information on how to order PPV movies using your remote. Additionally, the PPV movies in question were ordered through your remote control, even after our agents walked you through placing locks on your receivers so that PPVs could not be ordered on your system without entering a code A review of your account shows that you reported one German channel which you experienced technical issues with three times in the last two years. While we sincerely regret any inconvenience, we are unable to waive the PPV charges or the early termination fee applied to your account If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
December 22,
*** *** ***
** *** *** ***
*** *** ** ***
*** *** *** * ***
***
Dear Ms***:
On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com
You said you
are experiencing technical issues and you expressed concern with the cost for a technician visitYou requested to be released from your term commitment
When we spoke today, you agreed to a free technician visit for December 23, 2015, from am to pmIf this visit does not correct the technical issues, I will make an exception and release you from your commitment for service
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/10/23) */
October 22,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 15, 2015, we received your complaint, dated October 14, 2015, filed
with the Revdex.com
You maintain that you are not receiving the monthly rate you were quoted for the second year of serviceYou also stated that you had to upgrade your programming package to include the channels that you initially requested
Your service was activated on October 10, 2015, with a 24-month commitment through Dish Installation Inc(XXX-XXX-XXXX), an independent companyYour service included the America's Top package ($59.99), a DVR service fee ($12.00) and a *** receiver fee ($7.00)The introductory savings of $and a $E-Bill AutoPay credit that are included with your promotion for the first months reduced your monthly rate to $plus tax
On October 13, 2015, internet service was added as a bundle with a separate 24-month commitmentThis along with the upgrade to the America's Top package made your total monthly rate $plus tax ($plus tax for the TV service)After the initial months, the package price for your TV service will be $plus tax
When I spoke with you by phone on October 21, 2015, you accepted my offer to apply a monthly credit of $to your account for the second twelve months of serviceThis will reduce the price of the TV only from $to $plus tax
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
Please see attachment
Final Business Response /* (4000, 9, 2015/11/04) */
November 3,
Mr*** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 3, 2015, we received your complaint, dated November 2, 2015, filed with the Revdex.com
You maintain that you have not received the response letter to your concerns
Our records reveal that my correspondence was mailed to your home on October 23,
When I spoke with you by phone today, you confirmed that you received the letter
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
*** *** ***
Denver, CO XXXXX
*** ***
Final Consumer Response /* (2000, 15, 2015/11/09) */
Please see attachment
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 *** ***
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 ###-###-####
Initial Business Response /* (1000, 10, 2015/07/20) */
July 17,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 16, 2015, we received your complaint, dated July 15, 2015, filed with the RevDex.com
You expressed concern regarding the balance on an account you established for your sonYou requested that the charges be removed
When we spoke I informed you that the account reflects that you agreed to a two-year commitmentHowever, I was unable to locate a copy of the contractAs a result, I have removed the balance, and you agreed to return the equipment
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: As of November 9th I have NOT received my refund It has been days
Sincerely,
*** ***