Initial Business Response /* (1000, 7, 2015/10/06) */
October 2,
*** *** ***
*** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 28, 2015, we received your complaint, dated September 25, 2015, filed with
the Revdex.comMy attempts to reach you by phone on September and October and 2, 2015, have been unsuccessful; however, I was able to leave a voice message on one attempt
You said you were told that we offered a ten-day trial period during which you could cancel without penaltyYou ask that you not be charged an early termination fee
A review of your account reveals that it has been closed and the early termination fee was waived
I reviewed the call in which your order was placed and I didn't find that our agent told you that we offer a trial period
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
*** ***
Initial Consumer Rebuttal /* (2000, 9, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the dish agent did offered a ten-day trial period
I accept as long as the fees are truly waive as the letter says
Thank you Dish
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,
*** ***
*
*** ** ***
*
*
*
*** *** ***
*** *** ***
*** ** ***
*
*** *** *** * ***
*** Dear
Ms***: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.comYou expressed concern that you have to contact DISH Network to request billing adjustmentsI attempted to reach you at ###-###-#### on January 6, and 8, 2016, and I left three voicemailsOur records indicate that your account has received monthly adjustments every month for at least the last months. While we truly appreciate your business, DISH Network is not able to provide ongoing discounted programming indefinitelyPlease note that the majority of DISH Network customers receive a new customer promotion, as you did when you initiated your accountAs a courtesy, I applied a 24-month price lock which will keep your core programming price the same for months, but we are unable to apply further adjustments for this issueIf 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 ###-###-#### *** *** * *** *** *** ***
*** *** ***
*** ** ***
*** *** ** *** ***
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, 2015/09/03) */
August 25,
Mr*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 21, 2015, we received your complaint, dated August 20, 2015, filed with the
Revdex.com
You expressed concern with the interruption of your DISH Network serviceYou indicated that you were charged for two remote skins that were not requested, causing you to incur overdraft feesYou also stated that you did not receive the refund you were promised
Our records reveal that the charges for two remote skins were reversed on August 7, Additionally, a credit of $was applied for the overdraft fees that you incurredAlthough a refund of $was submitted on this date, it was disapprovedI apologize for this oversight
A refund of $was resubmitted on August 11, The refund was approved and was applied to your credit card account on August 13, On August 17, 2015, we received a dispute of $from your financial institution and the funds were returned to youBecause this amount had been previously refunded, it caused your service to be interrupted for non-payment
Your service was restarted on August 20, 2015, and our agent applied a credit of $She also reapplied the promotional discount of $for the next months
When I spoke with you by phone on August 21, 2015, you indicated that your concerns were previously addressed
You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel
We strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 9, 2015/10/02) */
September 17,
Ms*** ***
XXXXX S*** St., Apt***
Phoenix, AZ XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 16, 2015, we received your correspondence, dated September
15, 2015, filed with the Revdex.com
You expressed concern with the technical issues you experienced with the internet serviceYou requested this matter be resolved and you asked that compensation be provided
When you spoke with Ms*** *** a DISH Network Advanced Technical Representative, on September 16, 2015, you verified that your internet service is workingAs a courtesy, Ms*** applied a credit of $for two months to your account and you accepted this resolution
We apologize for any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 11, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 ###-###-####
I reject the business response from DISH Network to my Revdex.com
complaint. MrS*** writes that I
contacted them twice requesting information on how to order PPV movies using my
remote. I do not remember doing that,
but even if it is true it doesn’t change the fact that I was charged for numerous
movies we did not order or watch. My
wife and I may watch, at most, one or two paid-for movies in an entire
year! MrSi***’ assertion that PPVs
could not be ordered on my system without the use of my remote and without entering
my code may be DISH’s stock response to all such complaints, but he needs to
face the fact that people like me are telling the truth and that therefore
another explanation is in order. One that comes to my mind is someone is
hacking into DISH’s system and hijacking homeowners’ private information. I am
willing to bet money we are not the only DISH customers faced with bogus
charges for movies not ordered.As previously mentioned I spend most of my time caring for
my wife who suffers from Alzheimer’s.
Watching multiple movies does not fit into our daily regimen. In fact it makes no sense for us whatsoever. If we did watch multiple movies like DISH
charges, it certainly wouldn’t be the adult and children movies listed on my
accountI am taking valuable time away from my wife to fight these charges
because I take great umbrage at being charged for services I did not want or
order
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I did receive the $& it did post back in my acctI have not received the $back as of today still nothingI have tried several times to get ahold of Shelley & the contact information is "no longer available".
Sincerely,
*** ***
July 12, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On July 7, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com You said that you were given two different sets of information concerning your issue As I explained when we spoke, the agent with whom you spoke previously does not have access to the tools that would provide the level of detail that I provided you. As such, the agent provided information based on the tools they had The payment to which you refer was authorized through our chat team, and all pertinent account security measures were followedIf the person who chatted in was not you, then we recommend that you change your online password for myDISH.com and avoid providing account information to anyone but DISH Network agents 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 *** ***
January 14, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com You indicated that you were told that your early termination fee was $yet you were charged $You requested reimbursement of $for the insufficient funds (NSF) fees that you were charged I apologize for the information you receivedYou were quoted the price of the original commitment, which was not scheduled to expire until October 28, However, when you restarted your service on December 4, 2015, you were enrolled into a new 24-month commitment I was unable to locate your original 24-month agreement; therefore, I waived the commitmentWhen I spoke with you by telephone today, I informed you that I reversed the early termination fee and submitted a refund for $540.00, which was returned to credit card ending in This refund included a reimbursement of $for the NSF fees that you requested I apologize for the inconvenience 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, 2015/07/27) */
July 22,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the
Revdex.com
You said that you have been experiencing technical issues since your service was installedYou also expressed concern regarding having to pay $in less than a monthYou requested that you be released from your contract without penalty
When we spoke by phone, I explained that our records reflect you agreed to purchase a set of headphones and a remote skin, and you had our technician install a router and set up your wireless networkThese products and services are not included in our offer
I agreed to release you from both of your contracts due to the technical difficulties you have been experiencingYou may close your account without penalty at any time
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 /* (4200, 14, 2015/09/03) */
I called on 7/28/to have my service shut off on 8/3/so I could afford the switch back to directvAll seemed fine so hung up and noticed my tv was black and only had audio!! Called Dish back, they shut my service off that day instead of the next Tuesday as I requestedPLUS soon as my service went out SO did my $1,smart tvThey turned service back on and now I'm still being billed as a new customer but demanding their receivers back, of which I've never revived a box or labelSpoke w/*** XXXXXXXXXX ext XXXXX who informed me that they've never shut my service off & on one there ever spoke to the Revdex.com and that she'd be happy to shut my service as off 8/but I owe for everything!!! WoW I do not feel I owe them anything considering their service never worked to begin with!
Final Consumer Response /* (4200, 15, 2015/09/03) */
I called on 7/28/to have my service shut off on 8/3/so I could afford the switch back to directvAll seemed fine so hung up and noticed my tv was black and only had audio!! Called Dish back, they shut my service off that day instead of the next Tuesday as I requestedPLUS soon as my service went out SO did my $1,smart tvThey turned service back on and now I'm still being billed as a new customer but demanding their receivers back, of which I've never revived a box or labelSpoke w/*** XXXXXXXXXX ext XXXXX who informed me that they've never shut my service off & on one there ever spoke to the Revdex.com and that she'd be happy to shut my service as off 8/but I owe for everything!!! WoW I do not feel I owe them anything considering their service never worked to begin with!
Final Business Response /* (4000, 17, 2015/09/08) */
September 4,
MsCharlotte ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com
You said that you are being billed for service you didn't receiveAlso, you believe that our equipment damaged your television
When we spoke by phone, I agreed to provide you with a $credit to honor the disconnection date of August 3,
I told you I will request that our Corporate Field Resolutions Department contact you to set up a claim; please allow up to hours for a call
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
*** ***
January 2, Mr*** *** *** ** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com You indicated that your former apartment complex charged you $to remove the DISH Network satellite dish from the premisesYou expressed concern that DISH Network does not remove it, and you requested that we reimburse you for the cost Our records reveal that this issue was addressed on December 17, 2017, by MrRyan V***, a Case Manager from our Executive Escalations TeamHe advised you that you accepted the installation and that this is a tenant/landlord issue, and he referred you to your lease agreementNo reimbursement is due When I spoke with you by telephone today, I informed you that once the equipment is installed it becomes your property and we do not require that it be returned If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, Gerri S*** Case Manager 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 *** ***
March 9, Ms*** *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 8, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You said that you were not provided with the equipment that you ordered or the free Netflix promotional code When we spoke, you advised me that you received the Netflix code on March 4, You were also offered three months of service free by an agent with our Office Of the President. You indicated that this offer resolved your issue We sincerely regret any inconvenience that this issue may have caused 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 *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
January 26, Ms*** *** *** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 17, 2018, we received your complaint, dated January 12, 2018, filed with the Revdex.com You mentioned that when you upgraded your system, the $technician fee was not removed from your accountYou maintain that you were told there was no payment due, but your bill increased significantly and your service was interruptedYou indicated that you were told your service could be restored that day (January 12, 2018), if you made a payment of $by January 16, You expressed concern with the customer service you received Our records reveal that the $technician fee that was applied to your account on November 3, 2017, was removed on December 7, 2017, and you were advised of this on January 12, We have no record of you being told that there was no payment dueA review of the chat from November 1, 2017, reveals that you were advised that the amount due on your account was $with $being the past-due amount I enclosed a copy of your October 28, 2017, billing statement, which reveals the balance due of $ A review of the calls on January 12, 2018, reveals that the agent did not tell you your service would be restored that day if a payment of $was made by the 16thShe advised you that you had until the 16th to make a payment of $and you could make a payment today which would go towards the past-due amountYou stated that it would not work because you needed until the end of the monthShe advised you that you were not eligible for an extension, as only one extension per billing cycle is availableAlthough she suggested that you reduce your programming package, no changes were madePlease not that credits for any changes would only be applied once it occurred and all current charges were for service rendered Your service charges are currently $per month and we only receive partial paymentsBecause of this, your bill continues to increase causing service interruptionsPlease note that you may reduce your services at any time I apologize that you were dissatisfied with the customer service you received When I spoke with you by telephone today, you told me that you intend to close this complaint If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Tell us why here...August 18, 2016 Dear Mr***: On August 15, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com. You expressed concern regarding ongoing technical issues with your equipment that were not resolvedYou
also said that payments were not automatically collected and you were charged for a receiver you didn’t haveYou requested that we waive the early termination fee and remove the debt from your credit report When we spoke by phone, I informed you that our records don’t reflect that you contacted us regarding technical issues after we sent a technician to your homeYou said that you had called, but you didn’t want to troubleshoot the issue as this was unsuccessful in the past Please note that the only time we did not collect your payment was due to eAutoPay being removed from your account on May 10, I advised you that the additional Joey receiver was removed from your account, as it was activated in error. Although we consider your contract to be valid, I waived the early termination feeThe debt will be removed from our collection agency and it has not been reported on your credit report. 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: Mon - Fri 6:a.mto 2:p.mMDT###-###-####
Initial Business Response /* (1000, 4, 2015/05/11) */
May 8,
Ms*** ***
*** *** **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your correspondence, dated May 4, 2015, filed with the
Revdex.com
You expressed dissatisfaction with the satellite TV service and requested to cancel your accountYou disputed the signature on the agreement and the early termination fee
Today, during our email correspondence, I offered to waive the early termination fee of $if you agree to pay a $activation feeYou accepted this resolution and I disconnected your service
Please pay the balance of $48.06, which includes the activation fee
A return box with label will be delivered to your home address by UPSPlease return the leased receiver and remote control
We regret that the service was not to your satisfaction and for any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to waive the termination fee & pay the balance of $However, I just received an email that my balance to Dish is $I WILL NOT be paying that, I pray this is a mistake I your part or further action will have to be taken
Complaint: ***
I am rejecting this response because: In his original response, Mr*** indicated that he only had evidence of two contacts from us to the DISH about the poor service issues We took the time to go through all our logs and documented the dates we had contacted DISH which is a lot more than TWO times. Out of fairness to all concerned I think Mr*** should take into consideration the emotional torture we went through for almost a year with poor installation which added to poor service This fact was documented and explained to us by TWO different DISH service specialists who went through re-installation and replacement of the system!
Sincerely,
*** ***
Initial Business Response /* (1000, 7, 2015/10/06) */
October 2,
*** *** ***
*** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 28, 2015, we received your complaint, dated September 25, 2015, filed with
the Revdex.comMy attempts to reach you by phone on September and October and 2, 2015, have been unsuccessful; however, I was able to leave a voice message on one attempt
You said you were told that we offered a ten-day trial period during which you could cancel without penaltyYou ask that you not be charged an early termination fee
A review of your account reveals that it has been closed and the early termination fee was waived
I reviewed the call in which your order was placed and I didn't find that our agent told you that we offer a trial period
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
*** ***
Initial Consumer Rebuttal /* (2000, 9, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the dish agent did offered a ten-day trial period
I accept as long as the fees are truly waive as the letter says
Thank you Dish
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,
*** ***
*
*** ** ***
*
*
*
*** *** ***
*** *** ***
*** ** ***
*
*** *** *** * ***
*** Dear
Ms***: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.comYou expressed concern that you have to contact DISH Network to request billing adjustmentsI attempted to reach you at ###-###-#### on January 6, and 8, 2016, and I left three voicemailsOur records indicate that your account has received monthly adjustments every month for at least the last months. While we truly appreciate your business, DISH Network is not able to provide ongoing discounted programming indefinitelyPlease note that the majority of DISH Network customers receive a new customer promotion, as you did when you initiated your accountAs a courtesy, I applied a 24-month price lock which will keep your core programming price the same for months, but we are unable to apply further adjustments for this issueIf 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 ###-###-#### *** *** * *** *** *** ***
*** *** ***
*** ** ***
*** *** ** *** ***
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, 2015/09/03) */
August 25,
Mr*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 21, 2015, we received your complaint, dated August 20, 2015, filed with the
Revdex.com
You expressed concern with the interruption of your DISH Network serviceYou indicated that you were charged for two remote skins that were not requested, causing you to incur overdraft feesYou also stated that you did not receive the refund you were promised
Our records reveal that the charges for two remote skins were reversed on August 7, Additionally, a credit of $was applied for the overdraft fees that you incurredAlthough a refund of $was submitted on this date, it was disapprovedI apologize for this oversight
A refund of $was resubmitted on August 11, The refund was approved and was applied to your credit card account on August 13, On August 17, 2015, we received a dispute of $from your financial institution and the funds were returned to youBecause this amount had been previously refunded, it caused your service to be interrupted for non-payment
Your service was restarted on August 20, 2015, and our agent applied a credit of $She also reapplied the promotional discount of $for the next months
When I spoke with you by phone on August 21, 2015, you indicated that your concerns were previously addressed
You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel
We strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 9, 2015/10/02) */
September 17,
Ms*** ***
XXXXX S*** St., Apt***
Phoenix, AZ XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 16, 2015, we received your correspondence, dated September
15, 2015, filed with the Revdex.com
You expressed concern with the technical issues you experienced with the internet serviceYou requested this matter be resolved and you asked that compensation be provided
When you spoke with Ms*** *** a DISH Network Advanced Technical Representative, on September 16, 2015, you verified that your internet service is workingAs a courtesy, Ms*** applied a credit of $for two months to your account and you accepted this resolution
We apologize for any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 11, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 ###-###-####
I reject the business response from DISH Network to my Revdex.com
complaint. MrS*** writes that I
contacted them twice requesting information on how to order PPV movies using my
remote. I do not remember doing that,
but even if it is true it doesn’t change the fact that I was charged for numerous
movies we did not order or watch. My
wife and I may watch, at most, one or two paid-for movies in an entire
year! MrSi***’ assertion that PPVs
could not be ordered on my system without the use of my remote and without entering
my code may be DISH’s stock response to all such complaints, but he needs to
face the fact that people like me are telling the truth and that therefore
another explanation is in order. One that comes to my mind is someone is
hacking into DISH’s system and hijacking homeowners’ private information. I am
willing to bet money we are not the only DISH customers faced with bogus
charges for movies not ordered.As previously mentioned I spend most of my time caring for
my wife who suffers from Alzheimer’s.
Watching multiple movies does not fit into our daily regimen. In fact it makes no sense for us whatsoever. If we did watch multiple movies like DISH
charges, it certainly wouldn’t be the adult and children movies listed on my
accountI am taking valuable time away from my wife to fight these charges
because I take great umbrage at being charged for services I did not want or
order
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I did receive the $& it did post back in my acctI have not received the $back as of today still nothingI have tried several times to get ahold of Shelley & the contact information is "no longer available".
Sincerely,
*** ***
July 12, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On July 7, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com You said that you were given two different sets of information concerning your issue As I explained when we spoke, the agent with whom you spoke previously does not have access to the tools that would provide the level of detail that I provided you. As such, the agent provided information based on the tools they had The payment to which you refer was authorized through our chat team, and all pertinent account security measures were followedIf the person who chatted in was not you, then we recommend that you change your online password for myDISH.com and avoid providing account information to anyone but DISH Network agents 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 *** ***
January 14, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com You indicated that you were told that your early termination fee was $yet you were charged $You requested reimbursement of $for the insufficient funds (NSF) fees that you were charged I apologize for the information you receivedYou were quoted the price of the original commitment, which was not scheduled to expire until October 28, However, when you restarted your service on December 4, 2015, you were enrolled into a new 24-month commitment I was unable to locate your original 24-month agreement; therefore, I waived the commitmentWhen I spoke with you by telephone today, I informed you that I reversed the early termination fee and submitted a refund for $540.00, which was returned to credit card ending in This refund included a reimbursement of $for the NSF fees that you requested I apologize for the inconvenience 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, 2015/07/27) */
July 22,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the
Revdex.com
You said that you have been experiencing technical issues since your service was installedYou also expressed concern regarding having to pay $in less than a monthYou requested that you be released from your contract without penalty
When we spoke by phone, I explained that our records reflect you agreed to purchase a set of headphones and a remote skin, and you had our technician install a router and set up your wireless networkThese products and services are not included in our offer
I agreed to release you from both of your contracts due to the technical difficulties you have been experiencingYou may close your account without penalty at any time
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 /* (4200, 14, 2015/09/03) */
I called on 7/28/to have my service shut off on 8/3/so I could afford the switch back to directvAll seemed fine so hung up and noticed my tv was black and only had audio!! Called Dish back, they shut my service off that day instead of the next Tuesday as I requestedPLUS soon as my service went out SO did my $1,smart tvThey turned service back on and now I'm still being billed as a new customer but demanding their receivers back, of which I've never revived a box or labelSpoke w/*** XXXXXXXXXX ext XXXXX who informed me that they've never shut my service off & on one there ever spoke to the Revdex.com and that she'd be happy to shut my service as off 8/but I owe for everything!!! WoW I do not feel I owe them anything considering their service never worked to begin with!
Final Consumer Response /* (4200, 15, 2015/09/03) */
I called on 7/28/to have my service shut off on 8/3/so I could afford the switch back to directvAll seemed fine so hung up and noticed my tv was black and only had audio!! Called Dish back, they shut my service off that day instead of the next Tuesday as I requestedPLUS soon as my service went out SO did my $1,smart tvThey turned service back on and now I'm still being billed as a new customer but demanding their receivers back, of which I've never revived a box or labelSpoke w/*** XXXXXXXXXX ext XXXXX who informed me that they've never shut my service off & on one there ever spoke to the Revdex.com and that she'd be happy to shut my service as off 8/but I owe for everything!!! WoW I do not feel I owe them anything considering their service never worked to begin with!
Final Business Response /* (4000, 17, 2015/09/08) */
September 4,
MsCharlotte ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com
You said that you are being billed for service you didn't receiveAlso, you believe that our equipment damaged your television
When we spoke by phone, I agreed to provide you with a $credit to honor the disconnection date of August 3,
I told you I will request that our Corporate Field Resolutions Department contact you to set up a claim; please allow up to hours for a call
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: Poor customer service all around
Sincerely,
*** ***
January 2, Mr*** *** *** ** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com You indicated that your former apartment complex charged you $to remove the DISH Network satellite dish from the premisesYou expressed concern that DISH Network does not remove it, and you requested that we reimburse you for the cost Our records reveal that this issue was addressed on December 17, 2017, by MrRyan V***, a Case Manager from our Executive Escalations TeamHe advised you that you accepted the installation and that this is a tenant/landlord issue, and he referred you to your lease agreementNo reimbursement is due When I spoke with you by telephone today, I informed you that once the equipment is installed it becomes your property and we do not require that it be returned If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, Gerri S*** Case Manager 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 *** ***
March 9, Ms*** *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 8, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You said that you were not provided with the equipment that you ordered or the free Netflix promotional code When we spoke, you advised me that you received the Netflix code on March 4, You were also offered three months of service free by an agent with our Office Of the President. You indicated that this offer resolved your issue We sincerely regret any inconvenience that this issue may have caused 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 *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
January 26, Ms*** *** *** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 17, 2018, we received your complaint, dated January 12, 2018, filed with the Revdex.com You mentioned that when you upgraded your system, the $technician fee was not removed from your accountYou maintain that you were told there was no payment due, but your bill increased significantly and your service was interruptedYou indicated that you were told your service could be restored that day (January 12, 2018), if you made a payment of $by January 16, You expressed concern with the customer service you received Our records reveal that the $technician fee that was applied to your account on November 3, 2017, was removed on December 7, 2017, and you were advised of this on January 12, We have no record of you being told that there was no payment dueA review of the chat from November 1, 2017, reveals that you were advised that the amount due on your account was $with $being the past-due amount I enclosed a copy of your October 28, 2017, billing statement, which reveals the balance due of $ A review of the calls on January 12, 2018, reveals that the agent did not tell you your service would be restored that day if a payment of $was made by the 16thShe advised you that you had until the 16th to make a payment of $and you could make a payment today which would go towards the past-due amountYou stated that it would not work because you needed until the end of the monthShe advised you that you were not eligible for an extension, as only one extension per billing cycle is availableAlthough she suggested that you reduce your programming package, no changes were madePlease not that credits for any changes would only be applied once it occurred and all current charges were for service rendered Your service charges are currently $per month and we only receive partial paymentsBecause of this, your bill continues to increase causing service interruptionsPlease note that you may reduce your services at any time I apologize that you were dissatisfied with the customer service you received When I spoke with you by telephone today, you told me that you intend to close this complaint If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Tell us why here...August 18, 2016 Dear Mr***: On August 15, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com. You expressed concern regarding ongoing technical issues with your equipment that were not resolvedYou
also said that payments were not automatically collected and you were charged for a receiver you didn’t haveYou requested that we waive the early termination fee and remove the debt from your credit report When we spoke by phone, I informed you that our records don’t reflect that you contacted us regarding technical issues after we sent a technician to your homeYou said that you had called, but you didn’t want to troubleshoot the issue as this was unsuccessful in the past Please note that the only time we did not collect your payment was due to eAutoPay being removed from your account on May 10, I advised you that the additional Joey receiver was removed from your account, as it was activated in error. Although we consider your contract to be valid, I waived the early termination feeThe debt will be removed from our collection agency and it has not been reported on your credit report. 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: Mon - Fri 6:a.mto 2:p.mMDT###-###-####
Initial Business Response /* (1000, 4, 2015/05/11) */
May 8,
Ms*** ***
*** *** **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your correspondence, dated May 4, 2015, filed with the
Revdex.com
You expressed dissatisfaction with the satellite TV service and requested to cancel your accountYou disputed the signature on the agreement and the early termination fee
Today, during our email correspondence, I offered to waive the early termination fee of $if you agree to pay a $activation feeYou accepted this resolution and I disconnected your service
Please pay the balance of $48.06, which includes the activation fee
A return box with label will be delivered to your home address by UPSPlease return the leased receiver and remote control
We regret that the service was not to your satisfaction and for any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to waive the termination fee & pay the balance of $However, I just received an email that my balance to Dish is $I WILL NOT be paying that, I pray this is a mistake I your part or further action will have to be taken
Complaint: ***
I am rejecting this response because: In his original response, Mr*** indicated that he only had evidence of two contacts from us to the DISH about the poor service issues We took the time to go through all our logs and documented the dates we had contacted DISH which is a lot more than TWO times. Out of fairness to all concerned I think Mr*** should take into consideration the emotional torture we went through for almost a year with poor installation which added to poor service This fact was documented and explained to us by TWO different DISH service specialists who went through re-installation and replacement of the system!
Sincerely,
*** ***