Initial Business Response /* (1000, 5, 2015/11/02) */
October 21,
*** *** ***
XXXX X/** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 21, 2015, we received your complaint, dated October
20, 2015, filed with the Revdex.com
You expressed concern regarding the level of customer service you receivedYou also said that you were told that you could call in after a year to get another promotion
When we spoke I advised you that I will look into it, as you maintain you were hung up onI also informed you that we do not have any promotions that would lower your bill at this timeHowever, I agreed to forward your complaint to the retailer (Idealite LLC, (XXX) XXX-XXXX) who set up your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
hi *** yes the retailer was very nice as my experience with corporate was very rude and cold and was denied and recorded the call where executive I believe you *** laso said you could not offer me any promotions because none where in the system so I proceeded to call customer service and simply asked if there was a promo I asked *** if he could apply $ off for months and he quickly said no nothing in system and then while I had him on the line I called customer service number within seconds literally I asked is there any promo I can get like 5$ off for monthshe answered that question with yes I just applied to your acct*** sstayed silent with no explanationthe retailer was very kind and sympathetic however I have not heard back from him and he offered me some things and I trust him but I just want Revdex.com to leave the case open on administrative hold until he actually is able to lower my bill as promisedso far nothing has happened in this regardplease undertand and leave complaint open until I get further noticeidealit is in receipt of my Revdex.com complaint and is actively working with mehowver no results thus far and it may take them sometime they advised me
Final Business Response /* (4000, 9, 2015/11/05) */
November 4,
Ms*** ***
XXXX X/SHarcourt Ave
Los Angeles, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 4, 2015, we received your rebuttal, dated November 3, 2015, filed with the Revdex.com
You said that your retailer made contact with you and has offered you a resolutionHowever, you would like to keep your complaint open until they follow through
We are glad to hear that the retailer is assisting you with your concernsWe extend our gratitude for your patronage and loyalty and hope that this issue can be resolved through the proper channels so we might continue our partnership
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
*** ***
December 8, Dear Mr***: On November 28, 2016, we received your complaint, dated November 23, 2016, filed with the Revdex.com You said that when you canceled your DISH Network account, you were advised that we would not remove the dish
from your roofYou requested that the dish be removed and for any holes left from the installation to be repaired Unfortunately, we are unable to schedule work for a disconnected accountThe typical cost for dish removal is $145.00, which is reduced to $for any account that has the Protection Plan When we spoke, I offered to restart your account and schedule the removal of your dish and I waived the feeYou agreed to 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.CPhone Hours: 7:am-3:pm MST, MON-FRI ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am very indebted to you and your esteemed organization for your intervention! I am happy to have $ credited back to me- my hard earned moneyI along with my family extend our gratitude to youThis is the second time that I have requested your intervention and both times I have been satisfied with the outcome!
Sincerely,
*** ***
May 18, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On May 10, 2016, we received your complaint, dated May 10, 2016, filed with the Revdex.com You indicated that you were told that your monthly price would not increase in the first year of service, but it did This account was activated through Quality Plus Services LLC, an independent retailer, under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed)The agreement does not include prices and it states that we reserve the right to change programming, packages and prices at any time You also took advantage of a 12-month promotion that provided you with a $credit for the first months of serviceThis $reduced the regular price of the Latino Dos ($59.99) package to $However, this does not include additional programming or feesYour promotional credits expired on your January 6, 2016, billing statement and you began to be billed at the regular rate Also included in the DHA promotion was six months free of the Protection Plan warranty, normally $a monthThis expired on your July 6, 2016, billing statement and you began to be billed the $fee on your August 6, 2015, billThis offer is disclosed in the DHA agreement When you moved, the $fee was waived; but, you added an addition receiver which included a new 24-month agreement under the DISH’n It Up (DIU) agreement (copy enclosed)The additional receiver increased your monthly cost by $The agent who set up your DIU informed you that until your promotional credits expired, your bill would now be $plus tax and then would increase to $plus tax afterward On November 21, 2015, you were offered a $credit for ten months but the credits did not apply to your accountTherefore, I applied a lump-sum credit of $to your account for the five months that you did not receive the credit When I spoke with you by telephone today, I informed you that I also reduced the $early termination fee to $Your remaining balance of $also included unpaid service charges 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 *** ***
Complaint: ***
I am rejecting this response because: Dish is not being honest with me or you or anyone else I have contacted! Dish knows the card they took my $from was NOT the card I used to qualify for their services! The very first person I spoke with agreed that was not the card used to qualify for services! Dish stole my money! I am not denying that I owe for early termination fees, but I stand firm and will tell anybody I DID NOT USE THE CARD ENDING IN *** TO QUALIFY FOR DISH SERVICES! I used a credit card that belonged to my sister, with her permission! One lady I spoke with at Dish said they tried to draft it from another card but wasn't successfulSo that's when they took it from my card ending in ***! I know Dish has not treated me fairly! I have contacted everybody I thought could help me, but no one has helped me to get my money refunded back to me! Stealing is against the law!! It was stealing because I NEVER gave the authority to draft $from my account!!!!! This is heartbreaking for me! I am a struggling single parent! This has caused me a great hardship!!!!!
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/05/15) */
May 5,
Mr*** ***
*** W*** Ave
***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May 5, 2015, we received your complaint, dated May 3, 2015, filed with the
Revdex.com
You indicated that when you called to disconnect your DISH Network service, a customer service agent told you that you did not have a contractTherefore, you disputed the $early termination fee that was applied to your account
When I spoke with you by telephone today, I explained that you entered an existing customer promotional agreement on September 15, 2013, which included a new 24-month term commitmentHowever, as we do not have your written agreement on file, I removed the $early termination fee and submitted a refund
Additionally, you expressed concern with the customer service you receivedI apologized on behalf of DISH Network and I regret that this initial experience was discouragingThank you for bringing this matter to our attention and it will be addressed internally
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me although I disagree with the statement from Dish
However, I do want to note that the charge WAS IN ERROR and that DISHNetwork's own records reflect that my service ended prematurely due to DISH's inability to continue service. I cannot and should not be held responsible for early term fees when they cannot provide the contracted service. IF the charge is eliminated in totality, I accept the resolution. I do not accept this resolution if Dish shows this charged paid late as that will continue to adversely and unfairly impact my credit report
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/10/05) */
September 28,
*** *** ***
*** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 25, 2015, we received your complaint, dated September 24, 2015, filed
with the Revdex.com
You expressed concern with the early termination fee that was applied to your accountYou maintain that the term commitment for an equipment upgrade was not disclosedYou also stated that you are moving out of the country
You were enrolled in a 24-month commitment on December 22, 2014, when your equipment was upgraded through our DISH'n It Up promotion
A review of the customer service call revealed that the 24-month commitment and associated early termination fee were disclosed when the equipment upgrade was scheduled
Your service was disconnected on September 14, Since your term commitment was not fulfilled, an early termination fee of $was applied to your account
When I spoke with your son on September 25, 2015, I advised him that I made an exception and reversed the early termination fee
Please note that a payment of $was deducted electronically on September 27, 2015, for the fee through AutoPayA refund for this amount was submittedPlease allow seven to ten business days for processing
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 Business Response /* (1000, 5, 2015/07/16) */
July 15,
Mr*** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 9, 2015, we received your complaint, dated July 8, 2015, filed with the
Revdex.comMy attempts to reach you by phone on July 9, and 15, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that your account was not closed when you requestedYou asked that the charges be removed and you would like to know why your account was not closed
Our records reflect that your account was closed on June 15, 2015, the day you requested it to be closedThe remaining programming balance has been waived
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
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this response but I'd like to know why each person I contacted with dish refused to close my account and send me boxes for the equipment and continued to charge meI also contacted dish network months ago and asked why I could not get local West Virginia stations and they said they weren't able to give them to me when a friend of mine up the road a few miles gets the local stations from dishThe day I cancelled my service the rep told me they would give me an antenna now and offered me multiple discounts to try and keep me as a customer, why now and not months ago? Also, I work long hours so Iwhen I received your voice messages I asked my wife to return your call and she did...she left two voice mails explaining why I could not return your call but you refused to call her back on the matter
Initial Business Response /* (1000, 5, 2015/09/25) */
September 17,
*** *** ***
*** *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 14, 2015, we received your complaint, dated September 10,
2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on September 15, and 17, 2015, and I left three messages
You expressed concern that you experienced signal issues with the internet service and that a technician visit will not be scheduled because the trial period is going to expire soonYou were supposed to receive TV, phone and internet but you never received the phone service and now have no internet service
The trial period for phone and internet service will expire on November 1, Unfortunately, because of this, our technicians are not being scheduledHowever, when you spoke with MrScott Kimble on September11, 2015, you informed him that you were able to correct the technical issues by adjusting the satellite dish yourselfI provided you with two months ($39.99x2) of time-without-service credits for the internet serviceIn addition, once you locate a different provider, we will reimburse you the cost of the installation in a form of a credit on your DISH Network account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2015/08/27) */
August 14,
*** *** ***
XXXX XXXth ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 13, 2015, we received your complaint, dated August 10, 2015, filed
with the Revdex.com
You maintain that when the DISH Network system was installed after you moved, damage was caused by the installationYou indicated that neither your internet service nor your TV service worked correctly so you placed your account on pause, but the service was restarted without authorizationYou disputed the early termination feeYou suggested that all charges be removed as compensation for the damage
DISH Network offers a pause option for TV service only as a temporary solution when the service cannot be used for a period of time up to nine monthsWhen the service is restarted, the commitment is extended for the time that it was on pause in order to fulfill the 24-month commitmentThe pause option is not available for the internet service and we continued to provide internet service
We do not show that your service was restartedThe service was disconnected on December 22, 2015, due to non-paymentThe last payments that we received were on August 12, 2014, in the amount of $and on August 26, 2015, for $Since there were no payments for the additional equipment or additional work performed, the balance was $when the account was disconnected
Although your 24-month commitment to the internet service was waived on November 10, 2014, because the commitment to TV service was not fulfilled, a $early termination fee and $in unreturned equipment charges were applied to your accountThe unreturned equipment fees have been removed, as the equipment has been received
With regard to the damage claim, our records reveal that we offered to send a technician to correct the installation but you declined the offerI forwarded the information to our Corporate Field Resolutions Department for further research regarding the damage
We are unable to honor your request to remove the balance or compensate you for time spent
Please note that I updated our records to reflect the corrected spelling of the name ***I apologize for this oversight
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WE DID RETURN ALL EQUIPMENT!!!!!!!!!!! I AM NOT EATING THE DAMAGE YOU GUYS ARE!!!!!! IT WAS DEAD OF WINTER AND WAS NOT GONNA LEAVE HOLES IN MY HOUSE SO I COULD HAVE -BELOW TEMPETURE AIR COME IN AND HURT MY FAMILY!!!!!!! I DID LET SOMEONE OUT THERE TIMES AND WAS NOT TAKING ANYMORE DAYS OFF WORK!!!! IF SOMTHING IS NOT DONE TO RESOLVE THIS ISSUE THERE WILL BE A VERY VERY BIG LAWSUIT ON YOUR HANDSBY THE TIME IM DONE I WILL PROMMIS YOU THERE WILL BE NO MORE DISH NETWORK!!!!!!!!!!!
Final Business Response /* (4000, 10, 2015/09/10) */
September 8,
*** *** ***
XXXX XXXth ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 31, 2015, we received your complaint, dated August 28, 2015, filed with the Revdex.com
You indicated that damage was caused during your installation when you moved, which consists of excessive cabling, a hole in a window and holes in the siding of your house
Our Corporate Field Resolutions Department has notified us that your claim was deniedThey determined that the damage was not the result of the work performed by a DISH Network technicianEnclosed is a copy of the denial letter that was sent to you in January
You also mentioned that you returned the equipmentOur records reveal that the equipment was received and the unreturned equipment fees were removed from your account
The remaining balance of $includes the $early termination fee for TV, custom installation charges and programming charges
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
January 6, 2016Ms*** *** *** **.***, TN ***Re: Revdex.com Complaint # *** ***Dear Ms***On
January 4, 2016, we received your complaint, dated December 31, 2015, filed with the Revdex.com.You said that you were offered a $gift card that you have not receivedYou requested that we honor the offer and provide you with the gift cardWhen we spoke, I informed you that we have escalated this issue and you will receive the $gift card within six to eight weeksI apologize for the delay you are experiencing in receiving your gift card, but assured you that we will honor the offerIf 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: Mon - Fri 6:a.mto 2:p.mMDT(*** ***cc: Denver / Boulder Revdex.com Cherokee St. Denver, CO 80204 *** ***
Initial Business Response /* (1000, 5, 2015/10/22) */
October 21,
*** *** ***
** L ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 20, 2015, we received your correspondence, dated October 19, 2015, filed with
the Revdex.com
You said you experienced technical issues with both the internet and satellite TV services and the issues were not resolvedYou disputed the early termination fees
We regret that the services were not to your satisfaction
When we spoke today, I advised you that I made an exception and reversed both the internet and satellite TV early termination feesAs of October 20, 2015, your DISH Network account is at a zero balanceYou accepted this resolution
I also submitted a check refund of $Please allow three weeks for processingThis refund is for the last payment made for service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have agreed to waive the termination fees due to their equipment not workingI am satisfied.Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
the bank said that it is dish networks to find where the money went they have searched and they do not have itI spoke with the Branch Manger in the *** *** *** Bank December and she is trying to get to the bottom of it., she also said that she would try and get in touch with you *** They said they have searched and can not find anything on there part that she is going to try and see where dish network sent the money toPlease call me
Complaint Response Date bumped because: Holiday
August 31, Dear Mr***: On August 26, 2016, we received your complaint, dated August 24, 2016, filed with the Revdex.com You indicated that when you called to request the relocation of one of your receivers, the agent offered to waive
$from the $technician fee, and the cost to you would only be $However, you subsequently received a call during which you were advised that the offer could not be honoredYou requested that the offer be honored When I spoke with you by telephone today, I apologized for the customer service you received and I agreed to waive the $technician feeIn addition, since there would also be a $custom technician fee involved, I agreed to waive this as wellI scheduled a free technician visit for September 1, 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
Dear MsLander: On February 15, 2016, we received your complaint, dated February 11, 2016, filed with the Revdex.comYou stated that you made an error in your January payment for your DISH Network serviceYou corrected the matter but you are receiving harassing phone calls about
service interruption and being asked to pay for two months of service in advanceYou requested that this matter be resolvedIn our February 16, 2016, email correspondence, we reviewed your billing and paymentsI explained the past-due situation and, as a courtesy, I offered to waive the late fees applied to your accountYou 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.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/05/20) */
May 18,
Mr*** ***
*** Cole ***
Fort Worth, TX XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the
Revdex.com
You indicated that your DISH Network account was restarted without your knowledge and automatic payments were drafted for six monthsYou requested a refund for the six months that you were charged
A review of this account reveals that on December 16, 2013, you placed your account on DISH Pause for nine months
DISH Network offers a pause option for temporary situations when the service cannot be usedIt is not a long-term solution and the service will automatically be restored when the pause expiresYour pause status expired in September 2014, and you began to be billed at the regular rate
Since you were enrolled in our Credit Card AutoPay option and did not remove it, the charges were automatically debited from your account
Per the DISH Network Residential Customer Agreement, if the customer believes they have been billed in error, they must contact our customer service center by telephone or in writing within days of the date they received the bill for which they are seeking correctionFailure to notify us of a dispute within this time frame will constitute acceptance of the corresponding billEnclosed is a copy of the agreement for your review
However, as an exception, a customer service agent submitted a refund for three of the six months for which you were chargedWe cannot honor your request for an additional refund
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
Gerri Santistevan
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
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Ms***: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.comYou expressed concern regarding your rate and our recent price increaseYou asked that we bill you the rate you started with, and that we not increase your monthly
rateWhen we spoke, I advised you that there are no promotions we can offer you at this timeI told you that our contract states that pricing is subject to change; therefore, I cannot guarantee that your rate will not increaseHowever, I agreed to provide you with the last seven months of promotional credits you lost when your account was closed for nonpaymentA $monthly credit will be applied for the next seven monthsIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
In Dish Networks response, i'm told that it's a preference issueI have just attach a picture of an ongoing informationa i'm told that it's a preference issueI have just attach a picture of an ongoing informational call dish explorer that states that this feature is available and yet it is notThis is not about preference, this issue is about being deceived by a company As a customer I have to standby my commitment and complete my two yearsAnd I have proven that by being your customer for these last two years Not once has Dish Network disconnected me and that's because I have been a good customer so I asked why am I the only one having to stand by my commitment to be a good customer and Dish Network be allowed to deceive its customers by stating informationDish Network airs commercials about its competitors and how they deceive customers and yet I'm experiencing that here.The fact that your commercials are stating you have this feature and you do not have it is the reason I am saying I need to be compensated because you took four hours of my time for nothingIn order to switch back Dish is going to take more of my time from me I am no minimum wage worker, I have to schedule my appointments weeks in advance since I am always busy I took time out of my busy schedule and set an appointment with Dish so that I can get this latest equipment that was claimed to be better Your time is valuable but so is minePS, I am not allowed to upload a video but I do have it recorded on my dish Hopper that I can play for both Dish Network and the Revdex.com that shows me that feature is available I can be e-mailed at ***. Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3,
Mr*** G*** II
*** *** Dr
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On June 1, 2015, we received your complaint, dated May 29, 2015, filed with the RevDex.com
My attempts to contact you by phone at (***) ***-*** on June 1, and 3, 2015, were unsuccessful; however, I left three messages
You expressed concern with the early termination fee to disconnect your TV serviceYou maintain you were told that DISH Network offered a grace periodYou also said that you were given different information regarding the availability of internet service through DISH Network
Your TV service was activated on May 8, 2015, with a 24-month commitment and your service was disconnected on May 19,
Our records reveal that the only internet service available to you through DISH Network is satellite broadband internet serviceAs this is not ideal for online gaming, which you indicated that you do during the call, the sales representative offered alternative internet providers
In addition, the sales call recording did not reveal that a grace period was offered; however, during the customer service call on May 9, 2015, the representative told you there was a grace periodAs a result, I made an exception and reversed the early termination fee of $480.00, leaving a zero balance
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/11/02) */
October 21,
*** *** ***
XXXX X/** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 21, 2015, we received your complaint, dated October
20, 2015, filed with the Revdex.com
You expressed concern regarding the level of customer service you receivedYou also said that you were told that you could call in after a year to get another promotion
When we spoke I advised you that I will look into it, as you maintain you were hung up onI also informed you that we do not have any promotions that would lower your bill at this timeHowever, I agreed to forward your complaint to the retailer (Idealite LLC, (XXX) XXX-XXXX) who set up your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
hi *** yes the retailer was very nice as my experience with corporate was very rude and cold and was denied and recorded the call where executive I believe you *** laso said you could not offer me any promotions because none where in the system so I proceeded to call customer service and simply asked if there was a promo I asked *** if he could apply $ off for months and he quickly said no nothing in system and then while I had him on the line I called customer service number within seconds literally I asked is there any promo I can get like 5$ off for monthshe answered that question with yes I just applied to your acct*** sstayed silent with no explanationthe retailer was very kind and sympathetic however I have not heard back from him and he offered me some things and I trust him but I just want Revdex.com to leave the case open on administrative hold until he actually is able to lower my bill as promisedso far nothing has happened in this regardplease undertand and leave complaint open until I get further noticeidealit is in receipt of my Revdex.com complaint and is actively working with mehowver no results thus far and it may take them sometime they advised me
Final Business Response /* (4000, 9, 2015/11/05) */
November 4,
Ms*** ***
XXXX X/SHarcourt Ave
Los Angeles, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 4, 2015, we received your rebuttal, dated November 3, 2015, filed with the Revdex.com
You said that your retailer made contact with you and has offered you a resolutionHowever, you would like to keep your complaint open until they follow through
We are glad to hear that the retailer is assisting you with your concernsWe extend our gratitude for your patronage and loyalty and hope that this issue can be resolved through the proper channels so we might continue our partnership
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
*** ***
December 8, Dear Mr***: On November 28, 2016, we received your complaint, dated November 23, 2016, filed with the Revdex.com You said that when you canceled your DISH Network account, you were advised that we would not remove the dish
from your roofYou requested that the dish be removed and for any holes left from the installation to be repaired Unfortunately, we are unable to schedule work for a disconnected accountThe typical cost for dish removal is $145.00, which is reduced to $for any account that has the Protection Plan When we spoke, I offered to restart your account and schedule the removal of your dish and I waived the feeYou agreed to 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.CPhone Hours: 7:am-3:pm MST, MON-FRI ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am very indebted to you and your esteemed organization for your intervention! I am happy to have $ credited back to me- my hard earned moneyI along with my family extend our gratitude to youThis is the second time that I have requested your intervention and both times I have been satisfied with the outcome!
Sincerely,
*** ***
May 18, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On May 10, 2016, we received your complaint, dated May 10, 2016, filed with the Revdex.com You indicated that you were told that your monthly price would not increase in the first year of service, but it did This account was activated through Quality Plus Services LLC, an independent retailer, under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed)The agreement does not include prices and it states that we reserve the right to change programming, packages and prices at any time You also took advantage of a 12-month promotion that provided you with a $credit for the first months of serviceThis $reduced the regular price of the Latino Dos ($59.99) package to $However, this does not include additional programming or feesYour promotional credits expired on your January 6, 2016, billing statement and you began to be billed at the regular rate Also included in the DHA promotion was six months free of the Protection Plan warranty, normally $a monthThis expired on your July 6, 2016, billing statement and you began to be billed the $fee on your August 6, 2015, billThis offer is disclosed in the DHA agreement When you moved, the $fee was waived; but, you added an addition receiver which included a new 24-month agreement under the DISH’n It Up (DIU) agreement (copy enclosed)The additional receiver increased your monthly cost by $The agent who set up your DIU informed you that until your promotional credits expired, your bill would now be $plus tax and then would increase to $plus tax afterward On November 21, 2015, you were offered a $credit for ten months but the credits did not apply to your accountTherefore, I applied a lump-sum credit of $to your account for the five months that you did not receive the credit When I spoke with you by telephone today, I informed you that I also reduced the $early termination fee to $Your remaining balance of $also included unpaid service charges 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 *** ***
Complaint: ***
I am rejecting this response because: Dish is not being honest with me or you or anyone else I have contacted! Dish knows the card they took my $from was NOT the card I used to qualify for their services! The very first person I spoke with agreed that was not the card used to qualify for services! Dish stole my money! I am not denying that I owe for early termination fees, but I stand firm and will tell anybody I DID NOT USE THE CARD ENDING IN *** TO QUALIFY FOR DISH SERVICES! I used a credit card that belonged to my sister, with her permission! One lady I spoke with at Dish said they tried to draft it from another card but wasn't successfulSo that's when they took it from my card ending in ***! I know Dish has not treated me fairly! I have contacted everybody I thought could help me, but no one has helped me to get my money refunded back to me! Stealing is against the law!! It was stealing because I NEVER gave the authority to draft $from my account!!!!! This is heartbreaking for me! I am a struggling single parent! This has caused me a great hardship!!!!!
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/05/15) */
May 5,
Mr*** ***
*** W*** Ave
***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May 5, 2015, we received your complaint, dated May 3, 2015, filed with the
Revdex.com
You indicated that when you called to disconnect your DISH Network service, a customer service agent told you that you did not have a contractTherefore, you disputed the $early termination fee that was applied to your account
When I spoke with you by telephone today, I explained that you entered an existing customer promotional agreement on September 15, 2013, which included a new 24-month term commitmentHowever, as we do not have your written agreement on file, I removed the $early termination fee and submitted a refund
Additionally, you expressed concern with the customer service you receivedI apologized on behalf of DISH Network and I regret that this initial experience was discouragingThank you for bringing this matter to our attention and it will be addressed internally
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me although I disagree with the statement from Dish
However, I do want to note that the charge WAS IN ERROR and that DISHNetwork's own records reflect that my service ended prematurely due to DISH's inability to continue service. I cannot and should not be held responsible for early term fees when they cannot provide the contracted service. IF the charge is eliminated in totality, I accept the resolution. I do not accept this resolution if Dish shows this charged paid late as that will continue to adversely and unfairly impact my credit report
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/10/05) */
September 28,
*** *** ***
*** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 25, 2015, we received your complaint, dated September 24, 2015, filed
with the Revdex.com
You expressed concern with the early termination fee that was applied to your accountYou maintain that the term commitment for an equipment upgrade was not disclosedYou also stated that you are moving out of the country
You were enrolled in a 24-month commitment on December 22, 2014, when your equipment was upgraded through our DISH'n It Up promotion
A review of the customer service call revealed that the 24-month commitment and associated early termination fee were disclosed when the equipment upgrade was scheduled
Your service was disconnected on September 14, Since your term commitment was not fulfilled, an early termination fee of $was applied to your account
When I spoke with your son on September 25, 2015, I advised him that I made an exception and reversed the early termination fee
Please note that a payment of $was deducted electronically on September 27, 2015, for the fee through AutoPayA refund for this amount was submittedPlease allow seven to ten business days for processing
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 Business Response /* (1000, 5, 2015/07/16) */
July 15,
Mr*** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 9, 2015, we received your complaint, dated July 8, 2015, filed with the
Revdex.comMy attempts to reach you by phone on July 9, and 15, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that your account was not closed when you requestedYou asked that the charges be removed and you would like to know why your account was not closed
Our records reflect that your account was closed on June 15, 2015, the day you requested it to be closedThe remaining programming balance has been waived
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
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this response but I'd like to know why each person I contacted with dish refused to close my account and send me boxes for the equipment and continued to charge meI also contacted dish network months ago and asked why I could not get local West Virginia stations and they said they weren't able to give them to me when a friend of mine up the road a few miles gets the local stations from dishThe day I cancelled my service the rep told me they would give me an antenna now and offered me multiple discounts to try and keep me as a customer, why now and not months ago? Also, I work long hours so Iwhen I received your voice messages I asked my wife to return your call and she did...she left two voice mails explaining why I could not return your call but you refused to call her back on the matter
Initial Business Response /* (1000, 5, 2015/09/25) */
September 17,
*** *** ***
*** *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 14, 2015, we received your complaint, dated September 10,
2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on September 15, and 17, 2015, and I left three messages
You expressed concern that you experienced signal issues with the internet service and that a technician visit will not be scheduled because the trial period is going to expire soonYou were supposed to receive TV, phone and internet but you never received the phone service and now have no internet service
The trial period for phone and internet service will expire on November 1, Unfortunately, because of this, our technicians are not being scheduledHowever, when you spoke with MrScott Kimble on September11, 2015, you informed him that you were able to correct the technical issues by adjusting the satellite dish yourselfI provided you with two months ($39.99x2) of time-without-service credits for the internet serviceIn addition, once you locate a different provider, we will reimburse you the cost of the installation in a form of a credit on your DISH Network account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2015/08/27) */
August 14,
*** *** ***
XXXX XXXth ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 13, 2015, we received your complaint, dated August 10, 2015, filed
with the Revdex.com
You maintain that when the DISH Network system was installed after you moved, damage was caused by the installationYou indicated that neither your internet service nor your TV service worked correctly so you placed your account on pause, but the service was restarted without authorizationYou disputed the early termination feeYou suggested that all charges be removed as compensation for the damage
DISH Network offers a pause option for TV service only as a temporary solution when the service cannot be used for a period of time up to nine monthsWhen the service is restarted, the commitment is extended for the time that it was on pause in order to fulfill the 24-month commitmentThe pause option is not available for the internet service and we continued to provide internet service
We do not show that your service was restartedThe service was disconnected on December 22, 2015, due to non-paymentThe last payments that we received were on August 12, 2014, in the amount of $and on August 26, 2015, for $Since there were no payments for the additional equipment or additional work performed, the balance was $when the account was disconnected
Although your 24-month commitment to the internet service was waived on November 10, 2014, because the commitment to TV service was not fulfilled, a $early termination fee and $in unreturned equipment charges were applied to your accountThe unreturned equipment fees have been removed, as the equipment has been received
With regard to the damage claim, our records reveal that we offered to send a technician to correct the installation but you declined the offerI forwarded the information to our Corporate Field Resolutions Department for further research regarding the damage
We are unable to honor your request to remove the balance or compensate you for time spent
Please note that I updated our records to reflect the corrected spelling of the name ***I apologize for this oversight
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WE DID RETURN ALL EQUIPMENT!!!!!!!!!!! I AM NOT EATING THE DAMAGE YOU GUYS ARE!!!!!! IT WAS DEAD OF WINTER AND WAS NOT GONNA LEAVE HOLES IN MY HOUSE SO I COULD HAVE -BELOW TEMPETURE AIR COME IN AND HURT MY FAMILY!!!!!!! I DID LET SOMEONE OUT THERE TIMES AND WAS NOT TAKING ANYMORE DAYS OFF WORK!!!! IF SOMTHING IS NOT DONE TO RESOLVE THIS ISSUE THERE WILL BE A VERY VERY BIG LAWSUIT ON YOUR HANDSBY THE TIME IM DONE I WILL PROMMIS YOU THERE WILL BE NO MORE DISH NETWORK!!!!!!!!!!!
Final Business Response /* (4000, 10, 2015/09/10) */
September 8,
*** *** ***
XXXX XXXth ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 31, 2015, we received your complaint, dated August 28, 2015, filed with the Revdex.com
You indicated that damage was caused during your installation when you moved, which consists of excessive cabling, a hole in a window and holes in the siding of your house
Our Corporate Field Resolutions Department has notified us that your claim was deniedThey determined that the damage was not the result of the work performed by a DISH Network technicianEnclosed is a copy of the denial letter that was sent to you in January
You also mentioned that you returned the equipmentOur records reveal that the equipment was received and the unreturned equipment fees were removed from your account
The remaining balance of $includes the $early termination fee for TV, custom installation charges and programming charges
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
January 6, 2016Ms*** *** *** **.***, TN ***Re: Revdex.com Complaint # *** ***Dear Ms***On
January 4, 2016, we received your complaint, dated December 31, 2015, filed with the Revdex.com.You said that you were offered a $gift card that you have not receivedYou requested that we honor the offer and provide you with the gift cardWhen we spoke, I informed you that we have escalated this issue and you will receive the $gift card within six to eight weeksI apologize for the delay you are experiencing in receiving your gift card, but assured you that we will honor the offerIf 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: Mon - Fri 6:a.mto 2:p.mMDT(*** ***cc: Denver / Boulder Revdex.com Cherokee St. Denver, CO 80204 *** ***
Initial Business Response /* (1000, 5, 2015/10/22) */
October 21,
*** *** ***
** L ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 20, 2015, we received your correspondence, dated October 19, 2015, filed with
the Revdex.com
You said you experienced technical issues with both the internet and satellite TV services and the issues were not resolvedYou disputed the early termination fees
We regret that the services were not to your satisfaction
When we spoke today, I advised you that I made an exception and reversed both the internet and satellite TV early termination feesAs of October 20, 2015, your DISH Network account is at a zero balanceYou accepted this resolution
I also submitted a check refund of $Please allow three weeks for processingThis refund is for the last payment made for service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have agreed to waive the termination fees due to their equipment not workingI am satisfied.Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
the bank said that it is dish networks to find where the money went they have searched and they do not have itI spoke with the Branch Manger in the *** *** *** Bank December and she is trying to get to the bottom of it., she also said that she would try and get in touch with you *** They said they have searched and can not find anything on there part that she is going to try and see where dish network sent the money toPlease call me
Complaint Response Date bumped because: Holiday
August 31, Dear Mr***: On August 26, 2016, we received your complaint, dated August 24, 2016, filed with the Revdex.com You indicated that when you called to request the relocation of one of your receivers, the agent offered to waive
$from the $technician fee, and the cost to you would only be $However, you subsequently received a call during which you were advised that the offer could not be honoredYou requested that the offer be honored When I spoke with you by telephone today, I apologized for the customer service you received and I agreed to waive the $technician feeIn addition, since there would also be a $custom technician fee involved, I agreed to waive this as wellI scheduled a free technician visit for September 1, 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
Dear MsLander: On February 15, 2016, we received your complaint, dated February 11, 2016, filed with the Revdex.comYou stated that you made an error in your January payment for your DISH Network serviceYou corrected the matter but you are receiving harassing phone calls about
service interruption and being asked to pay for two months of service in advanceYou requested that this matter be resolvedIn our February 16, 2016, email correspondence, we reviewed your billing and paymentsI explained the past-due situation and, as a courtesy, I offered to waive the late fees applied to your accountYou 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.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/05/20) */
May 18,
Mr*** ***
*** Cole ***
Fort Worth, TX XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the
Revdex.com
You indicated that your DISH Network account was restarted without your knowledge and automatic payments were drafted for six monthsYou requested a refund for the six months that you were charged
A review of this account reveals that on December 16, 2013, you placed your account on DISH Pause for nine months
DISH Network offers a pause option for temporary situations when the service cannot be usedIt is not a long-term solution and the service will automatically be restored when the pause expiresYour pause status expired in September 2014, and you began to be billed at the regular rate
Since you were enrolled in our Credit Card AutoPay option and did not remove it, the charges were automatically debited from your account
Per the DISH Network Residential Customer Agreement, if the customer believes they have been billed in error, they must contact our customer service center by telephone or in writing within days of the date they received the bill for which they are seeking correctionFailure to notify us of a dispute within this time frame will constitute acceptance of the corresponding billEnclosed is a copy of the agreement for your review
However, as an exception, a customer service agent submitted a refund for three of the six months for which you were chargedWe cannot honor your request for an additional refund
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
Gerri Santistevan
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
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Ms***: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.comYou expressed concern regarding your rate and our recent price increaseYou asked that we bill you the rate you started with, and that we not increase your monthly
rateWhen we spoke, I advised you that there are no promotions we can offer you at this timeI told you that our contract states that pricing is subject to change; therefore, I cannot guarantee that your rate will not increaseHowever, I agreed to provide you with the last seven months of promotional credits you lost when your account was closed for nonpaymentA $monthly credit will be applied for the next seven monthsIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
In Dish Networks response, i'm told that it's a preference issueI have just attach a picture of an ongoing informationa i'm told that it's a preference issueI have just attach a picture of an ongoing informational call dish explorer that states that this feature is available and yet it is notThis is not about preference, this issue is about being deceived by a company As a customer I have to standby my commitment and complete my two yearsAnd I have proven that by being your customer for these last two years Not once has Dish Network disconnected me and that's because I have been a good customer so I asked why am I the only one having to stand by my commitment to be a good customer and Dish Network be allowed to deceive its customers by stating informationDish Network airs commercials about its competitors and how they deceive customers and yet I'm experiencing that here.The fact that your commercials are stating you have this feature and you do not have it is the reason I am saying I need to be compensated because you took four hours of my time for nothingIn order to switch back Dish is going to take more of my time from me I am no minimum wage worker, I have to schedule my appointments weeks in advance since I am always busy I took time out of my busy schedule and set an appointment with Dish so that I can get this latest equipment that was claimed to be better Your time is valuable but so is minePS, I am not allowed to upload a video but I do have it recorded on my dish Hopper that I can play for both Dish Network and the Revdex.com that shows me that feature is available I can be e-mailed at ***. Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3,
Mr*** G*** II
*** *** Dr
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On June 1, 2015, we received your complaint, dated May 29, 2015, filed with the RevDex.com
My attempts to contact you by phone at (***) ***-*** on June 1, and 3, 2015, were unsuccessful; however, I left three messages
You expressed concern with the early termination fee to disconnect your TV serviceYou maintain you were told that DISH Network offered a grace periodYou also said that you were given different information regarding the availability of internet service through DISH Network
Your TV service was activated on May 8, 2015, with a 24-month commitment and your service was disconnected on May 19,
Our records reveal that the only internet service available to you through DISH Network is satellite broadband internet serviceAs this is not ideal for online gaming, which you indicated that you do during the call, the sales representative offered alternative internet providers
In addition, the sales call recording did not reveal that a grace period was offered; however, during the customer service call on May 9, 2015, the representative told you there was a grace periodAs a result, I made an exception and reversed the early termination fee of $480.00, leaving a zero balance
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***