Initial Business Response /* (1000, 10, 2015/09/08) */
August 26,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 24, 2015, we received your complaint, dated August 21, 2015, filed with the
Revdex.comI attempted to contact you by phone at (XXX) XXX-XXXX, but this number is not in service
You said that you were told you would receive the Bounce channel when you placed your order for serviceWhen you found out that this channel was not available, you were provided with an over the air antennaHowever, you said that it didn't workYou expressed concern regarding being charged an early termination fee and you asked for a $refund
A review of your account reveals that you placed your order for our service through Infinity Sales Group LLC (XXX-XXX-XXXX), a sales partner of oursWe have forwarded your complaint to them so your sales call can be reviewed
Our records reflect that you didn't contact us after receiving the over the air antenna to inform us it was not functioning correctlyHowever, on August 6, 2015, we agreed to waive the $early termination fee and to provide you with a refund once your leased equipment is returnedYour equipment has been received and you will receive a refund of $129.63, which is the difference between the fee and your balance owed for service from May 14, 2015, to June 13, Please allow up to three business days for processing
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 16, 2015/09/30) */
Please see attachment
Final Business Response /* (4000, 18, 2015/10/08) */
October 1,
Ms*** ***
PO Box ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 1, 2015, we received your rebuttal, dated September 30, 2015, filed with the Revdex.com
You said that you have not received the refund you were promised
A review of your account reveals that a refund of $was applied to your credit card account ending in Please contact your credit card provider for more information
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
*** ***
Dear Mr***: On March 4, 2016, we received your correspondence, dated March 3, 2016, filed with the Revdex.comYou maintain that you were not informed of the term commitments for the TV, internet and phone services, and you disputed the early termination feesYou also
expressed concern with the February bill for future service. When we spoke today, I informed you that you established your service through *** *** ***, an independent retailerYour *** service for internet and phone was transferred to dishNET Wireline for the bundle billing optionYou told me that you canceled your services because you could not chose a different long distance phone providerI made an exception and removed the $dishNET internet early termination fee from your accountI informed you that the TV service, under the Digital Home Advantage (DHA) promotion, is a separate agreementSince the TV service was disconnected prior to the promotional fulfillment date, a $early termination fee was appliedI advised you that, during the installation of service, the technician presents the customer with an electronic pad containing the DHA agreement to signI enclosed a copy of your signed DHA agreement for your recordsPlease note that when your services were canceled, a prorated credit was applied to your account which covered the amount due for the service period of February 22, 2016, though March 24, 2016. A payment of $was applied to your account today, reducing the balance to $I made an exception and removed the balance from your account. To avoid unreturned equipment fees from applying, please return the leased equipment to DISH NetworkA return box with label was delivered to your address by UPS on March 4, We appreciate your feedback and your concerns will be addressed internally with the appropriate personnelWe regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
Tell us why here...September 16, 2016 Dear Ms***: On September 8, 2016, we received your complaint, dated September 6, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network
account. You said that you were experiencing technical issues and, due to your location, you could not have a technician visit to resolve themWhen we spoke, I advised you that I waived the 24-month commitment associated with your account due to the additional complications your location presents. I disconnected your account, at your request, and you said that you would ship your leased receiver to DISH Network as soon as possible. We sincerely appreciate your business and we regret that our service did not meet your needs. 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: 6:am - 2:pm (MDT), Mon-Fri###-###-####
December 26, Mr*** *** *** *** *** ***, ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 19, 2016, we received your complaint, dated December 16, 2016, filed with the Revdex.com You stated that when you purchased your DISH Network service in 2011, you paid a $depositYour service was disconnected in November You requested a refund of this deposit When we spoke on December 19, 2016, I advised you that you paid a $activation fee and you purchased a mo*** ***I explained that you owned the receiver, so we did not required its return, and the activation fee was non-refundable You indicated that you had records supporting the additional expense and you asked that I call you back in a couple days to review itI agreed and I have made two attempts to reach you since we spoke, without success If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** *** Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
December 23,
Ms*** *** ***
*** *** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 23, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com
You indicated that you have not received a copy of your 24-month agreement
Our records reveal that a copy of your Digital Home Advantage 24-month agreement was emailed to you on August 18, 2015, at ***
Enclosed is an additional copy of the DHA agreement
If there are further questions or concerns about this issue, please feel free to contact me at *** ***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
*** ***
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/09/08) */
August 27,
*** *** ***
*** *** ***
*** PA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed
with the Revdex.com
You disputed the early termination fee associated with your DISH Network accountYou said that we were unable to provide you with service at your new address
When we spoke, I advised you that DISH Network is able to provide you with service but you advised us that your Home Owner's Association (HOA) does not allow dishesAs I explained, because your relocation and your HOA's rules are out of DISH Network's control, your early termination fee is validHowever, as a courtesy, I waived the fee
Please contact us at (XXX) XXX-XXXX to disconnect your account and to receive boxes to return your leased equipment
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Ms***:On April 5, 2016, we received your complaint, dated April 3, 2016, filed with the Revdex.com.You said that you received monthly billing adjustments due to errors made by DISH NetworkYou requested a monthly $adjustment for six months, free programming, and to
have your bill remain $per month.I attempted to reach you at *** *** on April 6, and 11, 2016, and I left three voicemails.In my last message, I advised you that our records indicate your credit card number was provided to qualify your daughter’s account, on which you were the authorized userYou contacted us concerning this issue on January 9, 2016. The monthly $credit was applied when you contacted our Loyalty Team on February 17, 2016, and said that you were going to disconnect your account.As I explained in my message, due to the number of monthly adjustments you have received, we are unable to continue providing you monthly creditsIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,*** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri###-###-####
February 15, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 7, 2018, we received your complaint, dated February 6, 2018, filed with the Revdex.com You indicated that you were unaware your credit/debit card account would be automatically debited for the $early termination fee A review of the sales call on September 1, 2018, reveals that you provided your personal information and the account was established in your nameThe sales agent advised you that your credit/debit card account would not be enrolled in AutoPay and no monthly payment would be debited from your bank accountHowever, he also advised you that the credit/debit card account used for qualification would be automatically debited for the early termination fee As there were no payments made on the account, there was a remaining balance for programming renderedYou advised me to keep the $payment to go towards the remaining balance, rather than submit a refund I requested that this account be removed from the credit reporting agenciesPlease allow six to eight weeks for processing 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- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
March 31, Ms*** *** ** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com You stated that you have experienced unresolved issues with your DISH Network serviceThis led you to disconnect your serviceYou were informed that you were under a 24-month contractual commitment and you would be charged an early termination feeYou did not sign a contract and you were under the impression that you had a 12-month promotionYou were provided a copy of the contract in question and you indicated that the signature on the document was not yoursYou requested that the early termination fee be waived When we spoke on March 30, 2016, I explained that our standard promotion was a 12-month discount with a 24-month contractAdditionally, our records do not indicate that your service issues were reportedHowever, since you indicated that the signature on the contract was not yours, I agreed to waive your early termination fee, as a courtesyYou 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 *** ***
May 5, Ms*** *** * *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On May 4, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com You said that you were told by two different people that your early termination fee would be waived because the service was not installed properlyYou indicated that you have recordings as evidence of this offer At this point, we consider the fee to be accurate as our records don’t reflect that we agreed to waive your early termination feeIf you would like to provide me with the recording you have, I would be happy to review them 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 (
Initial Business Response /* (1000, 4, 2015/12/01) */
November 19,
Ms*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 12, 2015, we received your complaint, dated November 11,
2015, filed with the Revdex.com
You said that your husband called DISH Network to cancel the bundled service; however, you continued to receive bills after cancellation and when you called to inquire about them, you were told that your account had a zero balanceYou indicated that after making several inquiries, you spoke with a DISH Network agent that told you that your internet service was still active on your bundled accountYou said you were told that the service was backdated to the original date of disconnection, but that you still owed $for services renderedYou requested that the balance be waived
A review of our records reveal that we received your request to cancel service on August 24, 2015; however, the internet service remained active due to a system errorUpon cancellation of the video service, the account was unbundledThis caused our agents to believe that all services were canceled and for you to have a zero balanceI verified that your internet service was backdated to August 24, 2015, leaving a balance of $for service provided up to the date of cancellation
When we spoke today, I advised you that, while the balance is valid, I am willing to make an exceptionI explained that I am unable to waive the balance of your bundled account due to a system limitation, so I issued a refund of $on your unbundled accountYou agreed to my resolution and said you would pay the balance when you received the refund
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agentsWe strive to provide excellent service and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 7:am-3:pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Mr***: On January 25, 2016, we received your complaint, dated January 22, 2016, filed with the Revdex.com. My attempts to reach you by phone on January 25, and 27, 2015, have been unsuccessful. I was not given the option to leave a voice message. You
said that when you closed your DISH Network account you requested a refund check, as you had closed your credit card accountYou said that you were told you would receive a check but you have notYou requested that we provide you with a check refundDISH Network’s refund policy dictates that we will refund the customer in the same way we were paidBecause your payments were made by credit card, we issued the refund to your credit card accountI have confirmed with our Refunds Department that your credit card provider accepted the refund of $on January 20, Please contact them regarding your fundsIf 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 ###-###-####
Complaint: ***
I am rejecting this response because: This is notmy name in this document! I had issues with your company for awhile! I don't care what type of tablet you used! It is notmy name.
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/12/28) */
December 21,
Ms*** ***
** *** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On December 18, 2015, we received your complaint, dated
December 17, 2015, filed with the Revdex.com
You said that you were not informed of the requirements needed in order to use Netflix and On-Demand moviesYou also expressed concern with the recording feature of the Hopper systemYou requested that we release you from your contract
When we spoke, I explained that your Hopper system has the ability to provide three televisions with independent programming and recordingWe discussed the options available when a tuner is being used for recording
I advised you that Netflix and On-Demand programming are additional features our equipment offers when a customer connects to the internet; however, they are not obligatory
I informed you that we consider your contractual agreement to be valid; however, I offered to reduce your early termination fee from $to $if you would like to cancel your accountYou agreed to my resolution and said that you will call me back when you're ready to disconnect your service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** was helpful and understandingHe gave me an option that worked well with my situationThank you
June 23, Ms*** *** *** *** *** *** * *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On June 17, 2016, we received your complaint, dated June 12, 2016, filed with the Revdex.com You requested to have your credit card account number deleted from your myDISH.com account When we spoke, I advised you that I deleted your myDISH.com account 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
Dear Mr*** On March 17, 2016, we received your complaint, dated March 16, 2016, filed with the Revdex.comYou maintain you were told that your bill would not go above $per month after the introductory offer expiredHowever, your bill has increased by $and you
requested a refund of all funds paid in excess of $a monthThis account was established through *** *** ***, an independent retailer, on September 13, 2014, under the Digital Home Advantage (DHA) 24-month agreementIt does not include a price guaranteeYou also enrolled in a promotion that provided a $monthly credit for months and reduced the price of the America’s Top from $to $for the first monthsThe price was for programming only and did not include additional programming or feesThis promotion expired on your July 28, 2015, billing statementSince then, you have been provided additional credits to equal up to $per monthYou have been billed correctly and no refund is dueWhen I spoke with you by telephone today, I informed you that we cannot honor your request for additional credits, and I released you from the 24-month commitmentIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
November 23,
*** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On November 21, 2016, we received your complaint, dated November 18, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on November 21, and 23, 2016, and I left three messages You maintain that you have experienced issues with your DISH Network service since the day it was installed, and that you were even provided three free months of movie channels as a resultYou expressed concern that your credit card account was automatically debited $420.00, and you requested a refundYou maintain that you did not receive any bills This account was activated under the Digital Home Advantage (DHA) 24-month promotion on March 12, This promotion entails an early termination fee if the term commitment is not fulfilledSince the system was installed, we only received one payment--on April 3, 2016, in the amount of $As a result, your service was disconnected for non-payment on June 29, Authorization to automatically debit the debit/credit card account used to establish the DISH Network service is provided in the DHA agreement (copy enclosed)The payment remains valid and no refund is due Our sales representatives are required to disclose the terms of the agreementAdditionally, a sales confirmation email was sent to you at *** on March 8, This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation After the installation, the technician provides the customer with an electronic tablet to signPlease note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted. We emailed you a copy of the signed DHA agreement to the same email address highlighted above on March 12, The copy that you received is a printout of the information from the electronic device used A review of this account reveals that there were no technical issues reportedThe only issues you experienced were because you were unable to have all the TVs available during the installation, and because you were not available for the entire installation and had to rescheduleYou also requested that we relocate a portion of the installation equipmentThese issues were not caused by DISH Network ***, ***, *** and *** were provided free for three months, as this is one of our new customer promotional offers We provided email notifications (on the 14th of each month) that your billing statement was available on your online accountThe last notification that was emailed was on July 5, 2016, as that was the last statement before your account was referred to collections Boxes for the return of the equipment were delivered on Wednesday, July 13, 2016, at 3:pm under *** tracking number *** Please note that since you have not returned the Hopper with Sling, a Super Joey receiver and two Joey receivers, you have been charged for unreturned equipmentPlease return the equipment to avoid any further automatic debits from your credit/debit card, and keep the return tracking numbers 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: Monday through Friday 7:am to 3:pm MDT *** *** Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Tell us why here...August 4, 2016 Dear Ms***: On July 28, 2016, we received your complaint, dated July 26, 2016, filed with the Revdex.com. You said that a payment was debited from your bank account after your DISH Network account was disconnected
You requested a refund, but had not received it yet. I attempted to reach you at *** *** on August 1, and 4, 2016, and I left three voicemails. As I explained in my message, you disconnected your account on July 8, 2016, but, as your due date was the 9th, your payment was already in processYou requested your refund on July 12, 2016, and it was sent to your bank on July 25, 2016. However, your payment was also returned by your bank on July 28, 2016, causing an outstanding balance on your DISH Network account of $149.13. Please note that check refunds take up to days due to the time involved for your bank to transfer funds to DISH Network. We are unable to process a refund until the funds are received. 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: 6:am - 2:pm (MDT), Mon-Fri
June 29, Ms*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 27, and 29, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You expressed concern regarding technical issues with your TV service and the amount of time it took to have a technician come to your homeYou also said that you lost phone service in May and neither DISH Network nor CenturyLink would take responsibility A review of your account reveals that I addressed your concerns through a complaint you filed with the Federal Communications CommissionEnclosed is a copy of my response 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 *** ***\
Initial Business Response /* (1000, 10, 2015/09/08) */
August 26,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 24, 2015, we received your complaint, dated August 21, 2015, filed with the
Revdex.comI attempted to contact you by phone at (XXX) XXX-XXXX, but this number is not in service
You said that you were told you would receive the Bounce channel when you placed your order for serviceWhen you found out that this channel was not available, you were provided with an over the air antennaHowever, you said that it didn't workYou expressed concern regarding being charged an early termination fee and you asked for a $refund
A review of your account reveals that you placed your order for our service through Infinity Sales Group LLC (XXX-XXX-XXXX), a sales partner of oursWe have forwarded your complaint to them so your sales call can be reviewed
Our records reflect that you didn't contact us after receiving the over the air antenna to inform us it was not functioning correctlyHowever, on August 6, 2015, we agreed to waive the $early termination fee and to provide you with a refund once your leased equipment is returnedYour equipment has been received and you will receive a refund of $129.63, which is the difference between the fee and your balance owed for service from May 14, 2015, to June 13, Please allow up to three business days for processing
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 16, 2015/09/30) */
Please see attachment
Final Business Response /* (4000, 18, 2015/10/08) */
October 1,
Ms*** ***
PO Box ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 1, 2015, we received your rebuttal, dated September 30, 2015, filed with the Revdex.com
You said that you have not received the refund you were promised
A review of your account reveals that a refund of $was applied to your credit card account ending in Please contact your credit card provider for more information
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
*** ***
Dear Mr***: On March 4, 2016, we received your correspondence, dated March 3, 2016, filed with the Revdex.comYou maintain that you were not informed of the term commitments for the TV, internet and phone services, and you disputed the early termination feesYou also
expressed concern with the February bill for future service. When we spoke today, I informed you that you established your service through *** *** ***, an independent retailerYour *** service for internet and phone was transferred to dishNET Wireline for the bundle billing optionYou told me that you canceled your services because you could not chose a different long distance phone providerI made an exception and removed the $dishNET internet early termination fee from your accountI informed you that the TV service, under the Digital Home Advantage (DHA) promotion, is a separate agreementSince the TV service was disconnected prior to the promotional fulfillment date, a $early termination fee was appliedI advised you that, during the installation of service, the technician presents the customer with an electronic pad containing the DHA agreement to signI enclosed a copy of your signed DHA agreement for your recordsPlease note that when your services were canceled, a prorated credit was applied to your account which covered the amount due for the service period of February 22, 2016, though March 24, 2016. A payment of $was applied to your account today, reducing the balance to $I made an exception and removed the balance from your account. To avoid unreturned equipment fees from applying, please return the leased equipment to DISH NetworkA return box with label was delivered to your address by UPS on March 4, We appreciate your feedback and your concerns will be addressed internally with the appropriate personnelWe regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
Tell us why here...September 16, 2016 Dear Ms***: On September 8, 2016, we received your complaint, dated September 6, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network
account. You said that you were experiencing technical issues and, due to your location, you could not have a technician visit to resolve themWhen we spoke, I advised you that I waived the 24-month commitment associated with your account due to the additional complications your location presents. I disconnected your account, at your request, and you said that you would ship your leased receiver to DISH Network as soon as possible. We sincerely appreciate your business and we regret that our service did not meet your needs. 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: 6:am - 2:pm (MDT), Mon-Fri###-###-####
December 26, Mr*** *** *** *** *** ***, ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 19, 2016, we received your complaint, dated December 16, 2016, filed with the Revdex.com You stated that when you purchased your DISH Network service in 2011, you paid a $depositYour service was disconnected in November You requested a refund of this deposit When we spoke on December 19, 2016, I advised you that you paid a $activation fee and you purchased a mo*** ***I explained that you owned the receiver, so we did not required its return, and the activation fee was non-refundable You indicated that you had records supporting the additional expense and you asked that I call you back in a couple days to review itI agreed and I have made two attempts to reach you since we spoke, without success If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** *** Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
December 23,
Ms*** *** ***
*** *** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 23, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com
You indicated that you have not received a copy of your 24-month agreement
Our records reveal that a copy of your Digital Home Advantage 24-month agreement was emailed to you on August 18, 2015, at ***
Enclosed is an additional copy of the DHA agreement
If there are further questions or concerns about this issue, please feel free to contact me at *** ***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
*** ***
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/09/08) */
August 27,
*** *** ***
*** *** ***
*** PA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed
with the Revdex.com
You disputed the early termination fee associated with your DISH Network accountYou said that we were unable to provide you with service at your new address
When we spoke, I advised you that DISH Network is able to provide you with service but you advised us that your Home Owner's Association (HOA) does not allow dishesAs I explained, because your relocation and your HOA's rules are out of DISH Network's control, your early termination fee is validHowever, as a courtesy, I waived the fee
Please contact us at (XXX) XXX-XXXX to disconnect your account and to receive boxes to return your leased equipment
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Ms***:On April 5, 2016, we received your complaint, dated April 3, 2016, filed with the Revdex.com.You said that you received monthly billing adjustments due to errors made by DISH NetworkYou requested a monthly $adjustment for six months, free programming, and to
have your bill remain $per month.I attempted to reach you at *** *** on April 6, and 11, 2016, and I left three voicemails.In my last message, I advised you that our records indicate your credit card number was provided to qualify your daughter’s account, on which you were the authorized userYou contacted us concerning this issue on January 9, 2016. The monthly $credit was applied when you contacted our Loyalty Team on February 17, 2016, and said that you were going to disconnect your account.As I explained in my message, due to the number of monthly adjustments you have received, we are unable to continue providing you monthly creditsIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,*** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri###-###-####
February 15, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 7, 2018, we received your complaint, dated February 6, 2018, filed with the Revdex.com You indicated that you were unaware your credit/debit card account would be automatically debited for the $early termination fee A review of the sales call on September 1, 2018, reveals that you provided your personal information and the account was established in your nameThe sales agent advised you that your credit/debit card account would not be enrolled in AutoPay and no monthly payment would be debited from your bank accountHowever, he also advised you that the credit/debit card account used for qualification would be automatically debited for the early termination fee As there were no payments made on the account, there was a remaining balance for programming renderedYou advised me to keep the $payment to go towards the remaining balance, rather than submit a refund I requested that this account be removed from the credit reporting agenciesPlease allow six to eight weeks for processing 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- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
March 31, Ms*** *** ** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com You stated that you have experienced unresolved issues with your DISH Network serviceThis led you to disconnect your serviceYou were informed that you were under a 24-month contractual commitment and you would be charged an early termination feeYou did not sign a contract and you were under the impression that you had a 12-month promotionYou were provided a copy of the contract in question and you indicated that the signature on the document was not yoursYou requested that the early termination fee be waived When we spoke on March 30, 2016, I explained that our standard promotion was a 12-month discount with a 24-month contractAdditionally, our records do not indicate that your service issues were reportedHowever, since you indicated that the signature on the contract was not yours, I agreed to waive your early termination fee, as a courtesyYou 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 *** ***
Final Consumer Response /* (2000, 10, 2015/05/14) */
Settlement has been reached with DISHI request that this case be closed
Thank you
May 5, Ms*** *** * *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On May 4, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com You said that you were told by two different people that your early termination fee would be waived because the service was not installed properlyYou indicated that you have recordings as evidence of this offer At this point, we consider the fee to be accurate as our records don’t reflect that we agreed to waive your early termination feeIf you would like to provide me with the recording you have, I would be happy to review them 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 (
Initial Business Response /* (1000, 4, 2015/12/01) */
November 19,
Ms*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 12, 2015, we received your complaint, dated November 11,
2015, filed with the Revdex.com
You said that your husband called DISH Network to cancel the bundled service; however, you continued to receive bills after cancellation and when you called to inquire about them, you were told that your account had a zero balanceYou indicated that after making several inquiries, you spoke with a DISH Network agent that told you that your internet service was still active on your bundled accountYou said you were told that the service was backdated to the original date of disconnection, but that you still owed $for services renderedYou requested that the balance be waived
A review of our records reveal that we received your request to cancel service on August 24, 2015; however, the internet service remained active due to a system errorUpon cancellation of the video service, the account was unbundledThis caused our agents to believe that all services were canceled and for you to have a zero balanceI verified that your internet service was backdated to August 24, 2015, leaving a balance of $for service provided up to the date of cancellation
When we spoke today, I advised you that, while the balance is valid, I am willing to make an exceptionI explained that I am unable to waive the balance of your bundled account due to a system limitation, so I issued a refund of $on your unbundled accountYou agreed to my resolution and said you would pay the balance when you received the refund
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agentsWe strive to provide excellent service and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 7:am-3:pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Mr***: On January 25, 2016, we received your complaint, dated January 22, 2016, filed with the Revdex.com. My attempts to reach you by phone on January 25, and 27, 2015, have been unsuccessful. I was not given the option to leave a voice message. You
said that when you closed your DISH Network account you requested a refund check, as you had closed your credit card accountYou said that you were told you would receive a check but you have notYou requested that we provide you with a check refundDISH Network’s refund policy dictates that we will refund the customer in the same way we were paidBecause your payments were made by credit card, we issued the refund to your credit card accountI have confirmed with our Refunds Department that your credit card provider accepted the refund of $on January 20, Please contact them regarding your fundsIf 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 ###-###-####
Complaint: ***
I am rejecting this response because: This is notmy name in this document! I had issues with your company for awhile! I don't care what type of tablet you used! It is notmy name.
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/12/28) */
December 21,
Ms*** ***
** *** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On December 18, 2015, we received your complaint, dated
December 17, 2015, filed with the Revdex.com
You said that you were not informed of the requirements needed in order to use Netflix and On-Demand moviesYou also expressed concern with the recording feature of the Hopper systemYou requested that we release you from your contract
When we spoke, I explained that your Hopper system has the ability to provide three televisions with independent programming and recordingWe discussed the options available when a tuner is being used for recording
I advised you that Netflix and On-Demand programming are additional features our equipment offers when a customer connects to the internet; however, they are not obligatory
I informed you that we consider your contractual agreement to be valid; however, I offered to reduce your early termination fee from $to $if you would like to cancel your accountYou agreed to my resolution and said that you will call me back when you're ready to disconnect your service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** was helpful and understandingHe gave me an option that worked well with my situationThank you
June 23, Ms*** *** *** *** *** *** * *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On June 17, 2016, we received your complaint, dated June 12, 2016, filed with the Revdex.com You requested to have your credit card account number deleted from your myDISH.com account When we spoke, I advised you that I deleted your myDISH.com account 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
Dear Mr*** On March 17, 2016, we received your complaint, dated March 16, 2016, filed with the Revdex.comYou maintain you were told that your bill would not go above $per month after the introductory offer expiredHowever, your bill has increased by $and you
requested a refund of all funds paid in excess of $a monthThis account was established through *** *** ***, an independent retailer, on September 13, 2014, under the Digital Home Advantage (DHA) 24-month agreementIt does not include a price guaranteeYou also enrolled in a promotion that provided a $monthly credit for months and reduced the price of the America’s Top from $to $for the first monthsThe price was for programming only and did not include additional programming or feesThis promotion expired on your July 28, 2015, billing statementSince then, you have been provided additional credits to equal up to $per monthYou have been billed correctly and no refund is dueWhen I spoke with you by telephone today, I informed you that we cannot honor your request for additional credits, and I released you from the 24-month commitmentIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
November 23,
*** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On November 21, 2016, we received your complaint, dated November 18, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on November 21, and 23, 2016, and I left three messages You maintain that you have experienced issues with your DISH Network service since the day it was installed, and that you were even provided three free months of movie channels as a resultYou expressed concern that your credit card account was automatically debited $420.00, and you requested a refundYou maintain that you did not receive any bills This account was activated under the Digital Home Advantage (DHA) 24-month promotion on March 12, This promotion entails an early termination fee if the term commitment is not fulfilledSince the system was installed, we only received one payment--on April 3, 2016, in the amount of $As a result, your service was disconnected for non-payment on June 29, Authorization to automatically debit the debit/credit card account used to establish the DISH Network service is provided in the DHA agreement (copy enclosed)The payment remains valid and no refund is due Our sales representatives are required to disclose the terms of the agreementAdditionally, a sales confirmation email was sent to you at *** on March 8, This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation After the installation, the technician provides the customer with an electronic tablet to signPlease note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted. We emailed you a copy of the signed DHA agreement to the same email address highlighted above on March 12, The copy that you received is a printout of the information from the electronic device used A review of this account reveals that there were no technical issues reportedThe only issues you experienced were because you were unable to have all the TVs available during the installation, and because you were not available for the entire installation and had to rescheduleYou also requested that we relocate a portion of the installation equipmentThese issues were not caused by DISH Network ***, ***, *** and *** were provided free for three months, as this is one of our new customer promotional offers We provided email notifications (on the 14th of each month) that your billing statement was available on your online accountThe last notification that was emailed was on July 5, 2016, as that was the last statement before your account was referred to collections Boxes for the return of the equipment were delivered on Wednesday, July 13, 2016, at 3:pm under *** tracking number *** Please note that since you have not returned the Hopper with Sling, a Super Joey receiver and two Joey receivers, you have been charged for unreturned equipmentPlease return the equipment to avoid any further automatic debits from your credit/debit card, and keep the return tracking numbers 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: Monday through Friday 7:am to 3:pm MDT *** *** Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Tell us why here...August 4, 2016 Dear Ms***: On July 28, 2016, we received your complaint, dated July 26, 2016, filed with the Revdex.com. You said that a payment was debited from your bank account after your DISH Network account was disconnected
You requested a refund, but had not received it yet. I attempted to reach you at *** *** on August 1, and 4, 2016, and I left three voicemails. As I explained in my message, you disconnected your account on July 8, 2016, but, as your due date was the 9th, your payment was already in processYou requested your refund on July 12, 2016, and it was sent to your bank on July 25, 2016. However, your payment was also returned by your bank on July 28, 2016, causing an outstanding balance on your DISH Network account of $149.13. Please note that check refunds take up to days due to the time involved for your bank to transfer funds to DISH Network. We are unable to process a refund until the funds are received. 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: 6:am - 2:pm (MDT), Mon-Fri
June 29, Ms*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 27, and 29, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You expressed concern regarding technical issues with your TV service and the amount of time it took to have a technician come to your homeYou also said that you lost phone service in May and neither DISH Network nor CenturyLink would take responsibility A review of your account reveals that I addressed your concerns through a complaint you filed with the Federal Communications CommissionEnclosed is a copy of my response 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 *** ***\