Initial Business Response /* (1000, 5, 2015/09/04) */
September 2,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed with
the Revdex.comMy attempts to reach you by phone on August and September and 2, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that all of your local channels have been removed and you would like to be released from your contractual agreement
A review of your account reveals that we are currently carrying all of the *** local networksWe were able to reach an agreement with *** and the channels have been restoredYour request to close your account without penalty is denied
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 /* (2000, 7, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Now that the local channels have been restored, I will accept
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** **
January 12, *** *** ***
*** *** *** ***
*** *** ** *** Re: Revdex.com Complaint #
***
*** Dear Mr***: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com You expressed concern that the credits that are to be applied to your account are not reflected in the balance due for the following month When I spoke with you by telephone today, I informed you that your balance due reflected on your November 1, 2016, billing statement was $When you called on November 4, 2016, to request additional credits, you were provided the movie channels with discounted rates, and the credits were applied to your accountThese credits are reflected on your December 1, 2016, billing statementHowever, when the automatic payment was debited on November 17, 2016, it included the credits and your bank account was debited for $instead of the amount of $shown on the billThis resulted in the credits no longer being available for the December bill, since the credits were already used On the first call on December 2, 2016, the agent provided you with a $monthly credit for six months and a one-time courtesy credit of $The agent quoted your monthly rate as $ During the second call on December 2, 2016, you accepted the Renewal Offer, which was an online offer for a reduced rate of $for the America’s Top package (regularly $89.99)This includes a $discount on the programming price ($79.99) and a $monthly credit for e-AutoPayTo receive this offer, you were required to log on to your online account and accept a 24-month agreementThe agent advised you to review all the terms and conditions of the 2-Year Price GuaranteeYou logged on to the promotion site while the agent was on the phone with youWhen you accepted this offer, all other credits were forfeited The $e-Bill credit was also applied to your accountThese credits are reflected on the January 1, 2017, billing statementAlthough the balance due on your December 1, 2016, billing statement was $131.82, the payment that was automatically debited ($93.82) included the credits mentioned aboveAgain, this resulted in the credits no longer being available for the following bill, since the credits were already used Although you were already receiving a $monthly discount with the renewal offer and, as previously stated, by accepting the renewal offer all previous account credits were forfeited, Ivan (DISH Network representative) provided you with a $credit for six months on January 9, He informed you that he would apply a manual credit of $on that day, but going forward, the credit is scheduled to post to your account on the first of each month starting on your February 1, 2017, billing statement When you spoke with *** from the Office of the President on January 10, 2017, she explained that monthly credits are now applied on the billing date instead of in real-time, and that the $credit will be applied on the first of each monthShe told you that she would request a demand statement which would show the current credits so it looks correct now, but the bill will still cycle on February 1, She also explained the online renewal offer and that it states right on the front page that it is a 2-Year Price Guarantee with a 24-month commitmentShe also provided you with *** and *** free for six months Your regular monthly charges are $before taxYou are being billed correctlyI suggested that you allow time for all the credits to apply to your account before any further credits or debits are applied The demand statement that was sent to you reflects the current credits and/or debits that were posted to your account after the bill generatedThis does not change the amount due on the actual billing date, and the credits will be reflected on your next billing statement Your bill cycles on the first of each month and is due on the 16th of the same monthTechnically, when enrolled in autopay, the amount due on the actual billing statement should be debitedPlease expect that the amount to be debited will be for the amount that is reflected on the billing statement dated the 1st of the month Additionally, you had a technician visit on January 12, 2017, at a reduced cost of $because you enrolled in the Protection PlanAs an exception, I reversed the $fee and I will remove the Protection Plan once the work order is completed If there are further questions or concerns about this issue, please feel free to contact me directly 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 EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because:I am unhappy that after many years and adding/removing dish network they are unable to work with me on the remaining couple months, still charge 100, make me get on a ladder to remove a dish, return the receiver, the dish off the house, take it apart, put it in a box, find the remotes, and take it all to a UPS store and then charge me to ship it If I kept coming back as a customer, you'd think they'd be understanding and not rude on the phone
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/29) */
June 26,
Mr*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the RevDex.com
You said that when you moved you were told that your Hopper system would not work at your new locationHowever, you found that your Hopper system would work after you returned it and received different equipmentYou expressed concern regarding losing the recorded programs on your Hopper system and requested compensation
When we spoke by phone I advised you that because of the issue you experienced, I will waive your $early termination fee as you closed your account today
We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (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, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the following email from DISHThis is totally unacceptableI was promised no charges and now I get this emailThis company has no ethical standardsThis entire ordeal has been extremely stressful
From:"DISH"
Date:Sat, Jun 27, at 9:PM
Subject:Upcoming automatic charge to your credit or debit card
Account Number: XXXXXXXXXXXXXXXX
Dear ***,
You are receiving this notice because you have incurred early termination fees on your DISH Network(r) ("DISH") and/or dishNET accountsPursuant to your contracts, DISH will automatically debit your bank account or charge your debit/credit card for the DISH and/or dishNET cancellation fees on 07/17/if you do not restart your account
As a subscriber of DISH and/or dishNET, you signed contracts with promotional agreements and you chose term commitments for a certain number of monthsYou further agreed that if you terminated your accounts with DISH and/or dishNET before the term you chose ended, that you would pay early termination fees comprised of the prorated amount set forth in your contracts multiplied by the number of months remaining in your term commitmentsSince you terminated your contracts before the end of the terms, DISH is now assessing you cancellation fees in the amount of $for your DISH account and $for your dishNET accountIn your contracts, you authorized DISH to automatically charge the cancellation fees to the credit card or debit card that you initially gave to DISH when you qualified for OR opened your DISH and/or dishNET accounts
Please contact DISH at XXX-XXX-DISH (XXX-XXX-XXXX) if you have any questions regarding this notice or would like to inquire about restarting your account
Thank you
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 13, 2015/07/07) */
July 6,
Mr*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 3, 2015, we received your rebuttal, dated June 30, 2015, filed with the Revdex.com
You said that you received an email indicating that you should return a *** receiver; however, a technician has already removed it from your home
A review of your DISH Network account reveals that the *** receiver was removed from your account on July 2, We are only expecting a receiver to be returned
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 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
*** ***
December 23, 2015 Ms*** *** ** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You maintain you were advised that your November 26, 2015, payment would not be cashed until after December 3, 2015. It was processed on November 30, 2015, causing you to incur non-sufficient funds (NSF) fees. You also said that your $payment was debited on December and 7, You requested a refund of $for your payment and $for your NSF fees, and compensation for the customer service that you received. When we spoke, I advised you that a review of your November 26, 2015, call revealed that you did not request a post-dated payment, nor did the agent advise you that your payment would not be processed until after December 3, Additionally, I informed you that DISH Network does not accept post-dated paymentsHowever, you terminated our call before I could explain further. You made a payment via electronic funds transfer (EFT) on November 26, 2015, to restore your service, as it was suspended due to non-payment. You then contacted us on December 3, 2015, to advise us that you did not have the funds in your bank account to cover your previous payment and you wanted to cover that payment with another payment through your debit card. Your initial payment was processed and sent to your bank, as was your second payment. Please note that these two payments were all that DISH Network received. We have no record of a third payment that you said was processed on December 7, 2015. You contacted us concerning this issue several times and, under the impression that you were given misinformation, agents applied a $and a $courtesy credit to your account. As there was not a credit balance on the account, the $refund you requested was denied. After the courtesy credits applied by our agents, your account had a credit balance of $144.24, which was refunded to you on December 22, 2015. As you were not provided incorrect information concerning your payments and as you made the two payments of your own volition, and as you have already received two courtesy credits for this issue, we are unable to provide any further adjustments or compensation. 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.*** *** *** ** * *** ** *** ***
*** ***
Complaint: ***
I am rejecting this response because: Your company was obviously aware of this shady business practice as, the first representative I spoke with very quickly offered me a $credit, no questions askedYour company has repeatedly held the position that I was signed up for this serviceHowever, I was signed up for this service by someone at your companyI never requested this service Telling me that it's my responsibility to rebut a charge for a service I never wanted and didn't request is, at least, a poor business practiceThe line of thinking you are following is some what like me throwing a dead rat in your trash can, without your knowledge or interestThen charging you $a month for having the glory of housing said dead ratThen offering you a partial refund on the money I took from you and falling back on thought that I can blame you for not catching it earlier and that somehow relieves me of from being responsible for my original wrong doingThat is simply not acceptableI am sure that I am not the only person that has been stuck with this charge and not realized it for some timeThat fact does not make what was done to me any less upsetting or damagingAnd, Dishnetwork's refusal to do the right thing here is only causing further damage and resentmentI was with dish for more than five years this time and nearly ten years before I gave Mediacom a shot for a yearI was a willing and happy customer for the most partHad you have reversed the charges as I asked you would still have me as a customerInstead we are locked in a senseless battle of money wrongfully taken from meMoney that you would have gotten back as I paid for my monthly service anywayVery short sided on your partInstead of keeping a happy customer you have chosen to put a bad policy ahead of customer serviceAnd, as of now I would steer any of my friends and family away from your companyWhy would I feel secure in telling them that Dish is a great company when I have seen some of the most despicable practices on your part over this past weekI am hopeful that you can and will do betterSo far that is not the case thoughSowe remain un-resolvedAnd for what it is worth, I have things I would rather be doing with my timeI'm not the type of person to just lay down and take itI'm hoping that Dish will drop this policy so other people don't feel prayed uponAt very least they should make things right with meFor nothing else, to restore their integrity
Sincerely,
*** ***
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 ###-###-####
Initial Business Response /* (1000, 5, 2015/09/25) */
September 22,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 18, 2015, we received your complaint, dated September 17,
2015, filed with the Revdex.com
You expressed concern regarding being held to a two-year contract when you have to close your account due to circumstances beyond your controlYou said that your credit card account has been debited $twice and you have not received a refundYou want your contract cancelled as you say it states that if you move more than miles away, you can cancel the agreement and receive a refund of the early termination fee
When we spoke by phone I informed you that our contract doesn't state that if you move more than miles away you can cancel the agreementIn fact, it states that if you move you are still bound by the agreement
Our records reflect that we debited your credit card account $on September 8, 2015, and provided a refund for this amount on September 18, 2015; however, this was the only charge of $
Although we consider the contract to be valid, I am willing to reduce your early termination fee from $to $Please contact me directly if you would like to accept my offer
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
*** *** ***
Denver, CO XXXXX
*** ***
September 15, Dear Ms***: On September 12, 2016, we received your complaint, dated September 11, 2016, filed with the Revdex.com You said you were advised that you would have access to all NFL games if you switched to DISH
Network, but you found out some games were blacked out. You requested to have your early termination fee waived When we spoke, I advised you that a review of your sales chat revealed that the agent with whom you chatted indicated that you would receive all NFL games. As such, I waived your early termination fee We sincerely regret any inconvenience this issue may have caused and we appreciate your feedback If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
November 16, 2016 Dear Ms***: On November 16, 2016, we received your rebuttal, dated November 9, 2016, filed with the Revdex.com. You stated that as of November 9, 2016, you have not received your reissued refund check for $You requested that this matter be resolved When we spoke today, you confirmed that you have since received the refund check and you consider the matter closed. 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: 2:pm to11:pm MDT, MON-FRI###-###-####
(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
Dear Ms***: On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.comYou disputed DISH Network’s requirement for electronic billing in order to receive the monthly $E-bill creditWhen we spoke, I explained that DISH Network
offers the promotion to which you refer because accounts on paperless billing save us money and we pass those savings on to our customersPaperless billing also has the added benefit of saving paperAs I advised you, you may receive a paper bill but the promotion would be forfeited. You may also access your bill online or through our automated phone systemWhile we regret that you do not agree with our promotional rules, we are unable to provide the E-bill promotion if you request paper billing statementsIf 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 ###-###-####
March 23, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** Dear Mr***: On March
18, 2016, we received your correspondence, dated March 17, 2016, filed with the Revdex.comYou disputed the charge of $that was applied to your *** billing statement for the satellite TV serviceI attempted to reach you at *** *** on March 21, and 23, I left three voice messagesPlease note that DISH Network bills for service in advanceTherefore, the $is for the service period of January 29, 2016, through February 28, 2016, and it was applied to your bundled *** billWhen your satellite TV was disconnected, a prorated credit and two $equipment return fees were applied to your DISH Network accountAs a courtesy, the return fees were movedThis made the credit balance $Because your accounts are unbundled, the credit cannot be transferred to your *** accountTo resolve this matter, we submitted a refund in the amount of $Please allow seven days for mailing. For your records, I have enclosed a copy of your DISH Network monthly billing statement for February and March We regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at (*** ***Sincerely,
Initial Business Response /* (1000, 10, *015/05/*6) */
May *1, *
Mr*** ***
** *** *** Dr
***, ** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May *1, *015, we received your correspondence, dated May *0, *015, filed with
the Revdex.com
You maintain you did not order the $Pay-Per-View (PPV) boxing event and you requested that the fee be removed from your account
When we spoke today, I advised you that our records show that the PPV event was ordered by remote control through your receiver
I made an exception and reversed the $PPV fee from your account and I placed the PPV limit at a zero balanceThis will prevent PPVs from being ordered by remote control through the receiverHowever, PPVs may still be ordered by phone and online at www.mydish.comYou 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: Monday - Friday, 6:am to *:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
10*Cherokee St
Denver, CO *0*
*** ***
Initial Consumer Rebuttal /* (*000, 1*, *015/05/*7) */
(The consumer indicated he/she ACCEPTED the response from the business.)
August 26, Dear Mr***: On August 23, 2016, we received your complaint, dated August 18, 2016, filed with the Revdex.com You said that you were not advised you had to maintain our Credit Card AutoPay option in order to receive the
monthly rate you were quotedYou asked that we release you from your contract A review of your account reveals that we addressed your concerns through a complaint you filed with the Attorney General’s OfficeEnclosed is a copy of our response for your records If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-#### Enclosure August 31, Ms*** *** Consumer Complaint Specialist Consumer Protection Office of the Attorney General State of Ohio Ohio Attorney General Mike DeWine ** ** *** *** *** ***
*** ** *** Re: Mr*** *** File No*** Issue Number: *** Dear Ms***: On August 23, 2016, we received your correspondence, dated August 23, 2016, regarding Mr. *** *** Mr*** indicated that when he started services, he was informed he did not have to be enrolled in AutoPay to receive the promotional discountHe requested that his account be cancelled without an early termination fee I attempted to contact Mr*** on August 25, and 30, I left several voicemails at the number listed on his complaint A review of the sales call confirmed Mr***’s claimsTherefore, his early termination fee was waived and his account disconnected with 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.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
March 31, *** *** ***
** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** Dear Mr***: On March 31, 2017, we received your rebuttal, dated March 28, 2017, filed with the Revdex.com You continue to dispute providing authorization for the $payment received by DISH Network on February 25, 2017, for your outstanding account balance As we previously discussed, our records indicate that you made the payment using our automated phone systemDuring this process, you are prompted through the payment steps and you confirmed the payment, thus providing your authorization As I explained in our last correspondence, the $balance was owed on your accountThis did not create an overpayment; therefore, we were unable to provide the refund that you requested If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** *** *** ***
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
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed with
the Revdex.comMy attempts to reach you by phone on August and September and 2, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that all of your local channels have been removed and you would like to be released from your contractual agreement
A review of your account reveals that we are currently carrying all of the *** local networksWe were able to reach an agreement with *** and the channels have been restoredYour request to close your account without penalty is denied
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 /* (2000, 7, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Now that the local channels have been restored, I will accept
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** **
January 12, *** *** ***
*** *** *** ***
*** *** ** *** Re: Revdex.com Complaint #
***
*** Dear Mr***: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com You expressed concern that the credits that are to be applied to your account are not reflected in the balance due for the following month When I spoke with you by telephone today, I informed you that your balance due reflected on your November 1, 2016, billing statement was $When you called on November 4, 2016, to request additional credits, you were provided the movie channels with discounted rates, and the credits were applied to your accountThese credits are reflected on your December 1, 2016, billing statementHowever, when the automatic payment was debited on November 17, 2016, it included the credits and your bank account was debited for $instead of the amount of $shown on the billThis resulted in the credits no longer being available for the December bill, since the credits were already used On the first call on December 2, 2016, the agent provided you with a $monthly credit for six months and a one-time courtesy credit of $The agent quoted your monthly rate as $ During the second call on December 2, 2016, you accepted the Renewal Offer, which was an online offer for a reduced rate of $for the America’s Top package (regularly $89.99)This includes a $discount on the programming price ($79.99) and a $monthly credit for e-AutoPayTo receive this offer, you were required to log on to your online account and accept a 24-month agreementThe agent advised you to review all the terms and conditions of the 2-Year Price GuaranteeYou logged on to the promotion site while the agent was on the phone with youWhen you accepted this offer, all other credits were forfeited The $e-Bill credit was also applied to your accountThese credits are reflected on the January 1, 2017, billing statementAlthough the balance due on your December 1, 2016, billing statement was $131.82, the payment that was automatically debited ($93.82) included the credits mentioned aboveAgain, this resulted in the credits no longer being available for the following bill, since the credits were already used Although you were already receiving a $monthly discount with the renewal offer and, as previously stated, by accepting the renewal offer all previous account credits were forfeited, Ivan (DISH Network representative) provided you with a $credit for six months on January 9, He informed you that he would apply a manual credit of $on that day, but going forward, the credit is scheduled to post to your account on the first of each month starting on your February 1, 2017, billing statement When you spoke with *** from the Office of the President on January 10, 2017, she explained that monthly credits are now applied on the billing date instead of in real-time, and that the $credit will be applied on the first of each monthShe told you that she would request a demand statement which would show the current credits so it looks correct now, but the bill will still cycle on February 1, She also explained the online renewal offer and that it states right on the front page that it is a 2-Year Price Guarantee with a 24-month commitmentShe also provided you with *** and *** free for six months Your regular monthly charges are $before taxYou are being billed correctlyI suggested that you allow time for all the credits to apply to your account before any further credits or debits are applied The demand statement that was sent to you reflects the current credits and/or debits that were posted to your account after the bill generatedThis does not change the amount due on the actual billing date, and the credits will be reflected on your next billing statement Your bill cycles on the first of each month and is due on the 16th of the same monthTechnically, when enrolled in autopay, the amount due on the actual billing statement should be debitedPlease expect that the amount to be debited will be for the amount that is reflected on the billing statement dated the 1st of the month Additionally, you had a technician visit on January 12, 2017, at a reduced cost of $because you enrolled in the Protection PlanAs an exception, I reversed the $fee and I will remove the Protection Plan once the work order is completed If there are further questions or concerns about this issue, please feel free to contact me directly 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 EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because:I am unhappy that after many years and adding/removing dish network they are unable to work with me on the remaining couple months, still charge 100, make me get on a ladder to remove a dish, return the receiver, the dish off the house, take it apart, put it in a box, find the remotes, and take it all to a UPS store and then charge me to ship it If I kept coming back as a customer, you'd think they'd be understanding and not rude on the phone
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/29) */
June 26,
Mr*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the RevDex.com
You said that when you moved you were told that your Hopper system would not work at your new locationHowever, you found that your Hopper system would work after you returned it and received different equipmentYou expressed concern regarding losing the recorded programs on your Hopper system and requested compensation
When we spoke by phone I advised you that because of the issue you experienced, I will waive your $early termination fee as you closed your account today
We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (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, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the following email from DISHThis is totally unacceptableI was promised no charges and now I get this emailThis company has no ethical standardsThis entire ordeal has been extremely stressful
From:"DISH"
Date:Sat, Jun 27, at 9:PM
Subject:Upcoming automatic charge to your credit or debit card
Account Number: XXXXXXXXXXXXXXXX
Dear ***,
You are receiving this notice because you have incurred early termination fees on your DISH Network(r) ("DISH") and/or dishNET accountsPursuant to your contracts, DISH will automatically debit your bank account or charge your debit/credit card for the DISH and/or dishNET cancellation fees on 07/17/if you do not restart your account
As a subscriber of DISH and/or dishNET, you signed contracts with promotional agreements and you chose term commitments for a certain number of monthsYou further agreed that if you terminated your accounts with DISH and/or dishNET before the term you chose ended, that you would pay early termination fees comprised of the prorated amount set forth in your contracts multiplied by the number of months remaining in your term commitmentsSince you terminated your contracts before the end of the terms, DISH is now assessing you cancellation fees in the amount of $for your DISH account and $for your dishNET accountIn your contracts, you authorized DISH to automatically charge the cancellation fees to the credit card or debit card that you initially gave to DISH when you qualified for OR opened your DISH and/or dishNET accounts
Please contact DISH at XXX-XXX-DISH (XXX-XXX-XXXX) if you have any questions regarding this notice or would like to inquire about restarting your account
Thank you
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 13, 2015/07/07) */
July 6,
Mr*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 3, 2015, we received your rebuttal, dated June 30, 2015, filed with the Revdex.com
You said that you received an email indicating that you should return a *** receiver; however, a technician has already removed it from your home
A review of your DISH Network account reveals that the *** receiver was removed from your account on July 2, We are only expecting a receiver to be returned
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 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
*** ***
December 23, 2015 Ms*** *** ** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You maintain you were advised that your November 26, 2015, payment would not be cashed until after December 3, 2015. It was processed on November 30, 2015, causing you to incur non-sufficient funds (NSF) fees. You also said that your $payment was debited on December and 7, You requested a refund of $for your payment and $for your NSF fees, and compensation for the customer service that you received. When we spoke, I advised you that a review of your November 26, 2015, call revealed that you did not request a post-dated payment, nor did the agent advise you that your payment would not be processed until after December 3, Additionally, I informed you that DISH Network does not accept post-dated paymentsHowever, you terminated our call before I could explain further. You made a payment via electronic funds transfer (EFT) on November 26, 2015, to restore your service, as it was suspended due to non-payment. You then contacted us on December 3, 2015, to advise us that you did not have the funds in your bank account to cover your previous payment and you wanted to cover that payment with another payment through your debit card. Your initial payment was processed and sent to your bank, as was your second payment. Please note that these two payments were all that DISH Network received. We have no record of a third payment that you said was processed on December 7, 2015. You contacted us concerning this issue several times and, under the impression that you were given misinformation, agents applied a $and a $courtesy credit to your account. As there was not a credit balance on the account, the $refund you requested was denied. After the courtesy credits applied by our agents, your account had a credit balance of $144.24, which was refunded to you on December 22, 2015. As you were not provided incorrect information concerning your payments and as you made the two payments of your own volition, and as you have already received two courtesy credits for this issue, we are unable to provide any further adjustments or compensation. 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.*** *** *** ** * *** ** *** ***
*** ***
Complaint: ***
I am rejecting this response because: Your company was obviously aware of this shady business practice as, the first representative I spoke with very quickly offered me a $credit, no questions askedYour company has repeatedly held the position that I was signed up for this serviceHowever, I was signed up for this service by someone at your companyI never requested this service Telling me that it's my responsibility to rebut a charge for a service I never wanted and didn't request is, at least, a poor business practiceThe line of thinking you are following is some what like me throwing a dead rat in your trash can, without your knowledge or interestThen charging you $a month for having the glory of housing said dead ratThen offering you a partial refund on the money I took from you and falling back on thought that I can blame you for not catching it earlier and that somehow relieves me of from being responsible for my original wrong doingThat is simply not acceptableI am sure that I am not the only person that has been stuck with this charge and not realized it for some timeThat fact does not make what was done to me any less upsetting or damagingAnd, Dishnetwork's refusal to do the right thing here is only causing further damage and resentmentI was with dish for more than five years this time and nearly ten years before I gave Mediacom a shot for a yearI was a willing and happy customer for the most partHad you have reversed the charges as I asked you would still have me as a customerInstead we are locked in a senseless battle of money wrongfully taken from meMoney that you would have gotten back as I paid for my monthly service anywayVery short sided on your partInstead of keeping a happy customer you have chosen to put a bad policy ahead of customer serviceAnd, as of now I would steer any of my friends and family away from your companyWhy would I feel secure in telling them that Dish is a great company when I have seen some of the most despicable practices on your part over this past weekI am hopeful that you can and will do betterSo far that is not the case thoughSowe remain un-resolvedAnd for what it is worth, I have things I would rather be doing with my timeI'm not the type of person to just lay down and take itI'm hoping that Dish will drop this policy so other people don't feel prayed uponAt very least they should make things right with meFor nothing else, to restore their integrity
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: attached are the "written" prove that Dish forged my signatures
Sincerely,
*** ***
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 ###-###-####
Initial Business Response /* (1000, 5, 2015/09/25) */
September 22,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 18, 2015, we received your complaint, dated September 17,
2015, filed with the Revdex.com
You expressed concern regarding being held to a two-year contract when you have to close your account due to circumstances beyond your controlYou said that your credit card account has been debited $twice and you have not received a refundYou want your contract cancelled as you say it states that if you move more than miles away, you can cancel the agreement and receive a refund of the early termination fee
When we spoke by phone I informed you that our contract doesn't state that if you move more than miles away you can cancel the agreementIn fact, it states that if you move you are still bound by the agreement
Our records reflect that we debited your credit card account $on September 8, 2015, and provided a refund for this amount on September 18, 2015; however, this was the only charge of $
Although we consider the contract to be valid, I am willing to reduce your early termination fee from $to $Please contact me directly if you would like to accept my offer
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
*** *** ***
Denver, CO XXXXX
*** ***
September 15, Dear Ms***: On September 12, 2016, we received your complaint, dated September 11, 2016, filed with the Revdex.com You said you were advised that you would have access to all NFL games if you switched to DISH
Network, but you found out some games were blacked out. You requested to have your early termination fee waived When we spoke, I advised you that a review of your sales chat revealed that the agent with whom you chatted indicated that you would receive all NFL games. As such, I waived your early termination fee We sincerely regret any inconvenience this issue may have caused and we appreciate your feedback If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
November 16, 2016 Dear Ms***: On November 16, 2016, we received your rebuttal, dated November 9, 2016, filed with the Revdex.com. You stated that as of November 9, 2016, you have not received your reissued refund check for $You requested that this matter be resolved When we spoke today, you confirmed that you have since received the refund check and you consider the matter closed. 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: 2:pm to11:pm MDT, MON-FRI###-###-####
(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
Dear Ms***: On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.comYou disputed DISH Network’s requirement for electronic billing in order to receive the monthly $E-bill creditWhen we spoke, I explained that DISH Network
offers the promotion to which you refer because accounts on paperless billing save us money and we pass those savings on to our customersPaperless billing also has the added benefit of saving paperAs I advised you, you may receive a paper bill but the promotion would be forfeited. You may also access your bill online or through our automated phone systemWhile we regret that you do not agree with our promotional rules, we are unable to provide the E-bill promotion if you request paper billing statementsIf 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 ###-###-####
March 23, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** Dear Mr***: On March
18, 2016, we received your correspondence, dated March 17, 2016, filed with the Revdex.comYou disputed the charge of $that was applied to your *** billing statement for the satellite TV serviceI attempted to reach you at *** *** on March 21, and 23, I left three voice messagesPlease note that DISH Network bills for service in advanceTherefore, the $is for the service period of January 29, 2016, through February 28, 2016, and it was applied to your bundled *** billWhen your satellite TV was disconnected, a prorated credit and two $equipment return fees were applied to your DISH Network accountAs a courtesy, the return fees were movedThis made the credit balance $Because your accounts are unbundled, the credit cannot be transferred to your *** accountTo resolve this matter, we submitted a refund in the amount of $Please allow seven days for mailing. For your records, I have enclosed a copy of your DISH Network monthly billing statement for February and March We regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at (*** ***Sincerely,
Initial Business Response /* (1000, 10, *015/05/*6) */
May *1, *
Mr*** ***
** *** *** Dr
***, ** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May *1, *015, we received your correspondence, dated May *0, *015, filed with
the Revdex.com
You maintain you did not order the $Pay-Per-View (PPV) boxing event and you requested that the fee be removed from your account
When we spoke today, I advised you that our records show that the PPV event was ordered by remote control through your receiver
I made an exception and reversed the $PPV fee from your account and I placed the PPV limit at a zero balanceThis will prevent PPVs from being ordered by remote control through the receiverHowever, PPVs may still be ordered by phone and online at www.mydish.comYou 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: Monday - Friday, 6:am to *:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
10*Cherokee St
Denver, CO *0*
*** ***
Initial Consumer Rebuttal /* (*000, 1*, *015/05/*7) */
(The consumer indicated he/she ACCEPTED the response from the business.)
August 26, Dear Mr***: On August 23, 2016, we received your complaint, dated August 18, 2016, filed with the Revdex.com You said that you were not advised you had to maintain our Credit Card AutoPay option in order to receive the
monthly rate you were quotedYou asked that we release you from your contract A review of your account reveals that we addressed your concerns through a complaint you filed with the Attorney General’s OfficeEnclosed is a copy of our response for your records If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-#### Enclosure August 31, Ms*** *** Consumer Complaint Specialist Consumer Protection Office of the Attorney General State of Ohio Ohio Attorney General Mike DeWine ** ** *** *** *** ***
*** ** *** Re: Mr*** *** File No*** Issue Number: *** Dear Ms***: On August 23, 2016, we received your correspondence, dated August 23, 2016, regarding Mr. *** *** Mr*** indicated that when he started services, he was informed he did not have to be enrolled in AutoPay to receive the promotional discountHe requested that his account be cancelled without an early termination fee I attempted to contact Mr*** on August 25, and 30, I left several voicemails at the number listed on his complaint A review of the sales call confirmed Mr***’s claimsTherefore, his early termination fee was waived and his account disconnected with 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.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
March 31, *** *** ***
** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** Dear Mr***: On March 31, 2017, we received your rebuttal, dated March 28, 2017, filed with the Revdex.com You continue to dispute providing authorization for the $payment received by DISH Network on February 25, 2017, for your outstanding account balance As we previously discussed, our records indicate that you made the payment using our automated phone systemDuring this process, you are prompted through the payment steps and you confirmed the payment, thus providing your authorization As I explained in our last correspondence, the $balance was owed on your accountThis did not create an overpayment; therefore, we were unable to provide the refund that you requested If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** *** *** ***
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