Initial Business Response /* (1000, 5, 2015/10/06) */
September 29,
*** *** ** ***
*** ** *** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 29, 2015, we received
your complaint, dated September 28, 2015, filed with the Revdex.com
You expressed concern with the balance of $on your accountYou indicated that your service was supposed to be disconnected on September 14, You also stated that you returned the equipment at your expense and you were dissatisfied with the customer service that you received while you were attempting to resolve your concerns
While your service was scheduled to be disconnected on September 14, 2015, the disconnection order was canceled when you contacted us to order a Pay-Per-View event on September 12, We apologize for the system error
Your service was canceled on September 21, At that time, your account was left with a service balance of $You were also charged a $box return fee
When I spoke with you by phone today, I advised you that I removed the charges from your account, leaving a zero balance
We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnel
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/11/16) */
November 13,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 12, 2015, we received your complaint, dated November 11, 2015, filed
with the Revdex.com
You expressed concern with the early termination feeYou maintain that you requested no term commitment when you established serviceYou also stated that you did not sign the agreement
Your service was activated on September 17, 2014, with a 24-month commitmentBy allowing your wife to be present during the installation, you authorized her to sign on your behalf
A review of the sales call recording found that the 24-month commitment was disclosed and you verbally accepted the terms and conditionsThere was no mention of a request for no contract or that you were unable to commit to our service for a length of timeWe also show that a confirmation email disclosing the term commitment was sent to ***@gmail.com on September 15,
When I spoke with you by phone on November 12, 2015, I advised you that we are unable to waive the 24-month commitmentAn early termination fee will apply if you choose to disconnect your service
I also explained that in order to receive the account records, we require a subpoena to be provided to DISH Network L.L.Cvia fax (XXX) XXX-XXXX) or mailed to:
DISH Network L.L.C
** *** ***
*** ** XXXXX
Attn: Subpoena Request
You also stated that you were initially provided with the incorrect receiver and you were unable to view your local stationsPlease be advised that all of our receivers have the capability to receive local stationsWhen you contacted us to report this technical issue, it was resolved with the shipment of a replacement receiver
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
January 23, Ms*** ** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 17, 2017, we received your complaint, dated January 16, 2017, filed with the Revdex.com You expressed concern that a Pay-Per-View (PPV) event posted to your current billing statement, dated January 9, You also mentioned your dissatisfaction with the customer service you received When I spoke with you by telephone today, I explained that you are billed for monthly service from the 24th of one month to the 23rd of the following monthPPV events and/or any other on demand purchases are not included in your monthly service chargesThey will be billed as orderedAdditionally, when programming is added to or removed from the account within the billing cycle, the charges are prorated to the cycle date A review of the calls regarding the PPV event reveals that the agents provided you with the correct informationThank you for bringing your concerns to our attention 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 (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
August 23, Dear Mrand Mrs***: On August 16, 2016, we received your complaint, dated August 13, 2016, filed with the Revdex.com You expressed concern that your DISH Network account was disconnected without your permissionYou also requested
information about blackouts for NFL gamesWhen we spoke, I advised you that I waived your $early termination due to the erroneous disconnection of your account I also advised you that, while we certainly understand your frustration, DISH Network has very little control over blackouts, as the retransmission of games is at the discretion of the rights owners of that game We appreciate you bringing this issue to our attention so that we may address it internally If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
Dear MrPaullin: On January 29, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.comYou expressed concern regarding: Local channels Technical issuesRental When we spoke I advised you that we provided you with all of your major networks (NBC, ABC,
CBS and Fox)You said there were other channels not provided that can be obtained through an off-air antennaYou expressed concern about losing service during inclement weatherI explained that because our service works through the satellite signal, it requires a clear line of sight and that once the weather cleared, your service would return.You said that you were not told you would have to pay a fee to rent the equipmentI informed you that the rental tax is collected on behalf of your state and that this fee doesn’t go to DISH Network.I advised you that we consider the early termination fee of $to be accurate; however, I offered to reduce it to $You agreed to my resolutionIf 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###-###-####
December 11,
Ms*** ***
*** ** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 11, 2015, we received your rebuttal, dated December 10, 2015, filed with the Revdex.com
You said that you were released from the DISH Network contract because you didn't sign it
I agreed to release you in the interest of customer service, even though we have a signed contract on file (copy enclosed)
You said that you didn't receive the $credit you were offered
Enclosed you will find a copy of your December 3, 2015, billing statement which reflects your first of ten $credits
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: Mon - Fri 6:a.mto 2:p.mMDT
*** ***
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/11/24) */
November 20,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 16, 2015, we received your correspondence, dated November 13, 2015, filed
with the Revdex.com
You stated that when you purchased your DISH Network service you were quoted your promotional discounted rate for the 24-month term of your contractual commitmentThe 12-month discount period has expired and you are currently being charged full price for your serviceAdditionally, you indicated that you were overcharged for your internet serviceYou requested that you receive the promotional rate for the remaining contract term, or you would like your early termination fee waived
When we spoke today, I advised you that I had reviewed your sales call and you were quoted the correct rate for the 12-month promotional term and the second months of your contractYou disagreed and asked to review the sales callI explained that a subpoena would be required to release those business recordsI offered to provide you a copy of your contract and your monthly statements (copies enclosed)
As a courtesy, I will provide two $credits for your internet 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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Complaint Response Date bumped because: Holiday
August 11, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On August 8, 2017, we received your complaint, dated August 7, 2017, filed with the Revdex.com You indicated that you have not received a credit for the three receivers you returned to DISH Network Our records do not show that the tailgater system was purchased through DISH NetworkHowever, two receivers (models 211) and a Wally receiver were purchased through us on June 12, When I spoke with you by phone on August 10, 2017, I advised you that since the *** tracking number (***) confirms that the equipment was returned, I made an exception and applied a credit of $to your account for three receivers If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
December 15,
*** *** ***
*** ** * *** ***
*** *** *** ** ***
Re: Revdex.com Complaint # ***
8***###-###-####
Dear Ms***:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com
You said
that your bank account was debited for unreturned equipment after you returned itYour request for a refund was met with conflicting informationYou requested to have your funds returned
When we spoke, I advised you that I am working with our Refunds Team to have your refund issued as soon as possible
Our records indicate that your account was disconnected due to non-payment on October 28, Per the terms of your customer agreement, unreturned equipment fees were applied to your account immediately and you were sent an email on November 5, 2015, informing you that DISH Network would begin attempting to debit those fees on November 22, 2015, from the credit or debit card account you used to qualify for your account
I advised you that, as your leased equipment was returned the Friday after Thanksgiving, our warehouse was not able to log and test your equipment immediatelyAs such, our system automatically debited the unreturned equipment fees
We sincerely regret any confusion this issue may have caused and, as I informed you, I have forwarded this issue to the appropriate department for internal review
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: 6:am - 2:pm (MDT), Mon-Fri
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Complaint: ***
I am rejecting this response because:Hello, I am a former customer of DISH and I have had nothing but constant ISSUES when dealing with this scamming companyI signed up for DISH through ***I was promised a certain amount monthly and I did not receive thatI also experienced issues with my cable which I called to complain about several timesI called both companies several times and each time both companies blamed each otherI was informed that since I was a new customer, I would be able to cancel without any issues*** canceled my service, but DISH is another storyThey're trying to charge me $for cancellation after I've explained my issue SEVERALLLLLL times to many different peopleThey claimed they listened to the original tape, which I find hard to believe if they couldn't even get into ***'s billing systemThe issue with that is they claimed they listened to my original recording and not all of my other recordings where I've called in to speak about my issuesOn top of everything, I called in to have the satellite dish removed off of the side of my house and every time, the representatives gave me numbers that didn't workThey directed me to *** ***, and a random number just to get me off of the phoneI've had itThis is NOT how you treat paying customers, which is why I terminated service in the first placeFor these reasons, I shouldn't have to pay a cancellation fee or to have the dish removed from my homeWhen I was a customer, I only paid for one month of service before terminating everything (not even months)EVERY tape should be reviewed, and not just the original, so I can be heard about what I went throughI hope to hear from someone soon, someone legit from the following list I've obtained because I need a clear and concise answer, not from someone who is partially trained and wants to give me the run around just to get me off of the phone. *** ** ***
*** *** *** ***
*** * ***
*** ** *** *** ***
*** *** *** * ***
*** *** *** ***
*** ** ***
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*** *** *** ***
** *** ***
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*** *** * *** ***
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*** Dear Mr***: On January 13, 2016, we received your rebuttal, dated January 12, 2016, filed with the Revdex.comYou maintain that the service was misrepresented to you and that you were told you would not be charged an early termination feeYou also said that you returned your equipment by leaving it on your porch to be picked upAs I stated in my previous correspondence, our records don’t reflect that we agreed to waive the early termination fee associated with your promotionsIn fact, we consider the charges to be accurateEnclosed are copies of your DISH Network contractsWe have not received your leased equipment, which is why you were charged for unreturned equipment feesWe provided you with shipping labels through UPS and if you believe they retrieved your equipment, we recommend that you contact them regarding the missing packagesIf 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 ###-###-#### ***
*** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
February 15, Mr*** *** *** ** *** *** *** *** *** ** ***
* Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com You maintain that your roof was damaged by a DISH Network technicianYou requested that DISH Network reimburse you $for the repairs Our records reveal that your damage claim was researched and deniedAs a result, we are unable to honor your request When I spoke with you by phone today, I advised you that you may contact DISH Network’s Corporate Field Resolutions Department at 1-866-946-to further pursue your claim If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely,
Initial Business Response /* (1000, 5, 2015/07/20) */
July 17,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 13, 2015, we received your complaint, dated July 9, 2015, filed with the
Revdex.comMy attempts to reach you by phone on July 15, and 17, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that when you signed up for our service you were offered a $prepaid Visa card, but you have not received itYou asked that we honor the offer for a $prepaid Visa card
A review of your account reveals that you initiated your service through Pacific Coast Connections LLC (XXX-XXX-XXXX)We request that you contact them directly, as they are responsible for the offer
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been getting sent back and forth from dish and pacific coast connectionsThey both point the blame at each otherAs the customer it shouldn't be my responsibility to get both the parent company and their authorized representative on the same page
Final Consumer Response /* (4200, 11, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once againI have contacted them numerous times only to be told that they were waiting on Dish to issue themAlso, once again as the parent company you should not leave it up to the customer to just be sent back and forth between them and their authorized representative
Final Business Response /* (4000, 13, 2015/08/27) */
August 21,
Mr*** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your rebuttal, dated August 18, 2015, filed with the Revdex.com
You said that Pacific Cost Connections told you that we have not issued the gift card to them
Pacific Cost Connections is an independent retailer and they have their own promotions and offers that are not provided by DISH NetworkI regret that we are unable to assist you
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
*** ***
July 8, Ms*** *** *** ** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 7, 2016, we received your complaint, dated July 4, 2016, filed with the Revdex.com You indicated that you should only have six months remaining in your commitment, but our records reveal that you have seven months remainingBecause of this, you indicated that your early termination fee should only be $120.00, and not $You requested that we adjusted the fee When I spoke with you by telephone today, I informed you that a $credit was applied to your 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: Monday through Friday 7:am to 3:pm MDT *** ***
May 31, *** *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on May 26, and 31, 2017, and I left three messagesI also sent an email to *** with a request to contact me You said that you were supposed to receive a $gift card, but you did not Our records reveal that you initiated your account through *** *** ***, an independent retailer, and the $gift card is not a DISH Network offer *** *** *** advised us that the gift card was shipped on March 1, Since you indicated that you have not received it, they have reissued the card and it was scheduled for delivery on May 26, Please contact me directly if you have not received it If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Dear Mr***: On February 22, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.comYou maintain that you never received a modem from DISH NetworkYou said that you purchased your modem from *** and that is what you have used with the
internet serviceYou requested that the leased modem be removed from your account, and a credit for the lease fees that you have been chargedA review of your account reveals that DISH Network shipped you a dishNET modem via UPS when you ordered the TV and internet serviceWhen we spoke, I advised you that I made an exception and removed the modem from your account and applied a credit to reverse the modem lease feesI submitted a request to refund you $Please allow five to seven days for processingWe 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 ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 7:am-3:pm MST, MON-FRI ###-###-####
Initial Business Response /* (1000, 5, 2015/11/03) */
October 20,
*** *** ***
XXXX XXth *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 15, 2015, we received your complaint, dated October 14, 2015,
filed with the Revdex.com
You maintain that when you cancelled your television service, you were advised that you would receive a $refund; however, you were billed $insteadWhen you asked that the amount be refunded and to be sent a bill for the prorated charges, your request was deniedYou requested a refund of at least $and copies of your last three billing statements
When I called you to discuss the issue today, you requested that I provide you with a written response
A review of your account reveals that we charged you $plus tax for an unreturned modem and you recently disputed a payment with your credit card company, leaving a balance of $on your DISH Network accountWe have no record of receiving the modem and as such, the balance is validHowever, in the interest of reaching a resolution, I removed the unreturned modem fee from your accountAdditionally, I waived the early termination and box return fees associated with your television service and I submitted a refund of $Please allow three to five days for processing
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 are we 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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke with John McPhaul and verified the modem was returnedAll proper credits have been issued
Thanks,
*** ***
Initial Business Response /* (1000, 5, 2015/07/20) */
July 16,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with
the Revdex.com
You said that our technician told you that you could purchase accessories and pay for them separately from your serviceHowever, you found this to be untrue and you requested that we honor what you were told or release you from your contract agreement
When we spoke by phone I apologized for any confusionI told you that if you return the accessories to us I will reverse the chargesYou agreed to my resolution and will be returning the equipment
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with the resolution that was offered to me by DISH NetworkI will return the equipment and am not expecting to be billed for any further charges for the equipment in questionThank you so much for handling the complaint professionally and coming to an amicable agreement with me
Initial Business Response /* (1000, 4, 2015/05/18) */
May 12,
Ms*** *** ***
*** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the
Revdex.com
When I spoke with you by phone on May 8, 2015, you requested that I call you backMy attempt to contact you by phone on May 11, 2015, was unsuccessful; however, I left a message
You expressed concern with the following:
Billing
Credit Card AutoPay (CCA)
24-month agreement
You indicated that you are not receiving the monthly rate of $or $that was promisedYour TV service was activated with our America's Top packageYour promotion included a $monthly discount for the first months, reducing the package price from $to $plus taxInternet service was added on April 14, The internet package price is $59.99, and there is a monthly TRIA fee of $With the bundle discount, your total monthly rate was $plus taxThe billing statement of $that generated on April 28, 2015, included the regular monthly charges, prorated charges of $for the internet service and two payments totaling $
Our records reveal your TV package was changed to the Smart Package ($34.99)Due to the level of the package, the monthly discount was reduced to $The $bundle discount was also removedThis makes your current monthly rate $plus tax
You also said that you did not agree to CCAA review of the sales call recording revealed that CCA was disclosed and you agreed to enroll in itCCA was removed on May 1, 2015, through your online DISH Network account
You maintain that you did not sign a 24-month agreement and you do not agree with the early termination fee to disconnect one of the servicesYou are currently enrolled in a 24-month commitment for each serviceThe term commitments were disclosed at the point of sale and via email at ***@***.COMHowever, I was unable to locate copies of the agreements; therefore, the term commitments for the TV and internet service have been removed
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/10/06) */
September 29,
*** *** ** ***
*** ** *** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 29, 2015, we received
your complaint, dated September 28, 2015, filed with the Revdex.com
You expressed concern with the balance of $on your accountYou indicated that your service was supposed to be disconnected on September 14, You also stated that you returned the equipment at your expense and you were dissatisfied with the customer service that you received while you were attempting to resolve your concerns
While your service was scheduled to be disconnected on September 14, 2015, the disconnection order was canceled when you contacted us to order a Pay-Per-View event on September 12, We apologize for the system error
Your service was canceled on September 21, At that time, your account was left with a service balance of $You were also charged a $box return fee
When I spoke with you by phone today, I advised you that I removed the charges from your account, leaving a zero balance
We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnel
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/11/16) */
November 13,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 12, 2015, we received your complaint, dated November 11, 2015, filed
with the Revdex.com
You expressed concern with the early termination feeYou maintain that you requested no term commitment when you established serviceYou also stated that you did not sign the agreement
Your service was activated on September 17, 2014, with a 24-month commitmentBy allowing your wife to be present during the installation, you authorized her to sign on your behalf
A review of the sales call recording found that the 24-month commitment was disclosed and you verbally accepted the terms and conditionsThere was no mention of a request for no contract or that you were unable to commit to our service for a length of timeWe also show that a confirmation email disclosing the term commitment was sent to ***@gmail.com on September 15,
When I spoke with you by phone on November 12, 2015, I advised you that we are unable to waive the 24-month commitmentAn early termination fee will apply if you choose to disconnect your service
I also explained that in order to receive the account records, we require a subpoena to be provided to DISH Network L.L.Cvia fax (XXX) XXX-XXXX) or mailed to:
DISH Network L.L.C
** *** ***
*** ** XXXXX
Attn: Subpoena Request
You also stated that you were initially provided with the incorrect receiver and you were unable to view your local stationsPlease be advised that all of our receivers have the capability to receive local stationsWhen you contacted us to report this technical issue, it was resolved with the shipment of a replacement receiver
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
January 23, Ms*** ** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 17, 2017, we received your complaint, dated January 16, 2017, filed with the Revdex.com You expressed concern that a Pay-Per-View (PPV) event posted to your current billing statement, dated January 9, You also mentioned your dissatisfaction with the customer service you received When I spoke with you by telephone today, I explained that you are billed for monthly service from the 24th of one month to the 23rd of the following monthPPV events and/or any other on demand purchases are not included in your monthly service chargesThey will be billed as orderedAdditionally, when programming is added to or removed from the account within the billing cycle, the charges are prorated to the cycle date A review of the calls regarding the PPV event reveals that the agents provided you with the correct informationThank you for bringing your concerns to our attention 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 (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because: website said no money collected upfront
Sincerely,
*** ***
August 23, Dear Mrand Mrs***: On August 16, 2016, we received your complaint, dated August 13, 2016, filed with the Revdex.com You expressed concern that your DISH Network account was disconnected without your permissionYou also requested
information about blackouts for NFL gamesWhen we spoke, I advised you that I waived your $early termination due to the erroneous disconnection of your account I also advised you that, while we certainly understand your frustration, DISH Network has very little control over blackouts, as the retransmission of games is at the discretion of the rights owners of that game We appreciate you bringing this issue to our attention so that we may address it internally If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
Dear MrPaullin: On January 29, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.comYou expressed concern regarding: Local channels Technical issuesRental When we spoke I advised you that we provided you with all of your major networks (NBC, ABC,
CBS and Fox)You said there were other channels not provided that can be obtained through an off-air antennaYou expressed concern about losing service during inclement weatherI explained that because our service works through the satellite signal, it requires a clear line of sight and that once the weather cleared, your service would return.You said that you were not told you would have to pay a fee to rent the equipmentI informed you that the rental tax is collected on behalf of your state and that this fee doesn’t go to DISH Network.I advised you that we consider the early termination fee of $to be accurate; however, I offered to reduce it to $You agreed to my resolutionIf 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###-###-####
December 11,
Ms*** ***
*** ** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 11, 2015, we received your rebuttal, dated December 10, 2015, filed with the Revdex.com
You said that you were released from the DISH Network contract because you didn't sign it
I agreed to release you in the interest of customer service, even though we have a signed contract on file (copy enclosed)
You said that you didn't receive the $credit you were offered
Enclosed you will find a copy of your December 3, 2015, billing statement which reflects your first of ten $credits
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: Mon - Fri 6:a.mto 2:p.mMDT
*** ***
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/11/24) */
November 20,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 16, 2015, we received your correspondence, dated November 13, 2015, filed
with the Revdex.com
You stated that when you purchased your DISH Network service you were quoted your promotional discounted rate for the 24-month term of your contractual commitmentThe 12-month discount period has expired and you are currently being charged full price for your serviceAdditionally, you indicated that you were overcharged for your internet serviceYou requested that you receive the promotional rate for the remaining contract term, or you would like your early termination fee waived
When we spoke today, I advised you that I had reviewed your sales call and you were quoted the correct rate for the 12-month promotional term and the second months of your contractYou disagreed and asked to review the sales callI explained that a subpoena would be required to release those business recordsI offered to provide you a copy of your contract and your monthly statements (copies enclosed)
As a courtesy, I will provide two $credits for your internet 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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Complaint Response Date bumped because: Holiday
August 11, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On August 8, 2017, we received your complaint, dated August 7, 2017, filed with the Revdex.com You indicated that you have not received a credit for the three receivers you returned to DISH Network Our records do not show that the tailgater system was purchased through DISH NetworkHowever, two receivers (models 211) and a Wally receiver were purchased through us on June 12, When I spoke with you by phone on August 10, 2017, I advised you that since the *** tracking number (***) confirms that the equipment was returned, I made an exception and applied a credit of $to your account for three receivers If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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December 15,
*** *** ***
*** ** * *** ***
*** *** *** ** ***
Re: Revdex.com Complaint # ***
8***###-###-####
Dear Ms***:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com
You said
that your bank account was debited for unreturned equipment after you returned itYour request for a refund was met with conflicting informationYou requested to have your funds returned
When we spoke, I advised you that I am working with our Refunds Team to have your refund issued as soon as possible
Our records indicate that your account was disconnected due to non-payment on October 28, Per the terms of your customer agreement, unreturned equipment fees were applied to your account immediately and you were sent an email on November 5, 2015, informing you that DISH Network would begin attempting to debit those fees on November 22, 2015, from the credit or debit card account you used to qualify for your account
I advised you that, as your leased equipment was returned the Friday after Thanksgiving, our warehouse was not able to log and test your equipment immediatelyAs such, our system automatically debited the unreturned equipment fees
We sincerely regret any confusion this issue may have caused and, as I informed you, I have forwarded this issue to the appropriate department for internal review
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: 6:am - 2:pm (MDT), Mon-Fri
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Complaint: ***
I am rejecting this response because:Hello, I am a former customer of DISH and I have had nothing but constant ISSUES when dealing with this scamming companyI signed up for DISH through ***I was promised a certain amount monthly and I did not receive thatI also experienced issues with my cable which I called to complain about several timesI called both companies several times and each time both companies blamed each otherI was informed that since I was a new customer, I would be able to cancel without any issues*** canceled my service, but DISH is another storyThey're trying to charge me $for cancellation after I've explained my issue SEVERALLLLLL times to many different peopleThey claimed they listened to the original tape, which I find hard to believe if they couldn't even get into ***'s billing systemThe issue with that is they claimed they listened to my original recording and not all of my other recordings where I've called in to speak about my issuesOn top of everything, I called in to have the satellite dish removed off of the side of my house and every time, the representatives gave me numbers that didn't workThey directed me to *** ***, and a random number just to get me off of the phoneI've had itThis is NOT how you treat paying customers, which is why I terminated service in the first placeFor these reasons, I shouldn't have to pay a cancellation fee or to have the dish removed from my homeWhen I was a customer, I only paid for one month of service before terminating everything (not even months)EVERY tape should be reviewed, and not just the original, so I can be heard about what I went throughI hope to hear from someone soon, someone legit from the following list I've obtained because I need a clear and concise answer, not from someone who is partially trained and wants to give me the run around just to get me off of the phone. *** ** ***
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*** Dear Mr***: On January 13, 2016, we received your rebuttal, dated January 12, 2016, filed with the Revdex.comYou maintain that the service was misrepresented to you and that you were told you would not be charged an early termination feeYou also said that you returned your equipment by leaving it on your porch to be picked upAs I stated in my previous correspondence, our records don’t reflect that we agreed to waive the early termination fee associated with your promotionsIn fact, we consider the charges to be accurateEnclosed are copies of your DISH Network contractsWe have not received your leased equipment, which is why you were charged for unreturned equipment feesWe provided you with shipping labels through UPS and if you believe they retrieved your equipment, we recommend that you contact them regarding the missing packagesIf 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 ###-###-#### ***
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February 15, Mr*** *** *** ** *** *** *** *** *** ** ***
* Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com You maintain that your roof was damaged by a DISH Network technicianYou requested that DISH Network reimburse you $for the repairs Our records reveal that your damage claim was researched and deniedAs a result, we are unable to honor your request When I spoke with you by phone today, I advised you that you may contact DISH Network’s Corporate Field Resolutions Department at 1-866-946-to further pursue your claim If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely,
Initial Business Response /* (1000, 5, 2015/07/20) */
July 17,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 13, 2015, we received your complaint, dated July 9, 2015, filed with the
Revdex.comMy attempts to reach you by phone on July 15, and 17, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that when you signed up for our service you were offered a $prepaid Visa card, but you have not received itYou asked that we honor the offer for a $prepaid Visa card
A review of your account reveals that you initiated your service through Pacific Coast Connections LLC (XXX-XXX-XXXX)We request that you contact them directly, as they are responsible for the offer
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been getting sent back and forth from dish and pacific coast connectionsThey both point the blame at each otherAs the customer it shouldn't be my responsibility to get both the parent company and their authorized representative on the same page
Final Consumer Response /* (4200, 11, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once againI have contacted them numerous times only to be told that they were waiting on Dish to issue themAlso, once again as the parent company you should not leave it up to the customer to just be sent back and forth between them and their authorized representative
Final Business Response /* (4000, 13, 2015/08/27) */
August 21,
Mr*** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your rebuttal, dated August 18, 2015, filed with the Revdex.com
You said that Pacific Cost Connections told you that we have not issued the gift card to them
Pacific Cost Connections is an independent retailer and they have their own promotions and offers that are not provided by DISH NetworkI regret that we are unable to assist you
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
*** ***
July 8, Ms*** *** *** ** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 7, 2016, we received your complaint, dated July 4, 2016, filed with the Revdex.com You indicated that you should only have six months remaining in your commitment, but our records reveal that you have seven months remainingBecause of this, you indicated that your early termination fee should only be $120.00, and not $You requested that we adjusted the fee When I spoke with you by telephone today, I informed you that a $credit was applied to your 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: Monday through Friday 7:am to 3:pm MDT *** ***
May 31, *** *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on May 26, and 31, 2017, and I left three messagesI also sent an email to *** with a request to contact me You said that you were supposed to receive a $gift card, but you did not Our records reveal that you initiated your account through *** *** ***, an independent retailer, and the $gift card is not a DISH Network offer *** *** *** advised us that the gift card was shipped on March 1, Since you indicated that you have not received it, they have reissued the card and it was scheduled for delivery on May 26, Please contact me directly if you have not received it If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
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Dear Mr***: On February 22, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.comYou maintain that you never received a modem from DISH NetworkYou said that you purchased your modem from *** and that is what you have used with the
internet serviceYou requested that the leased modem be removed from your account, and a credit for the lease fees that you have been chargedA review of your account reveals that DISH Network shipped you a dishNET modem via UPS when you ordered the TV and internet serviceWhen we spoke, I advised you that I made an exception and removed the modem from your account and applied a credit to reverse the modem lease feesI submitted a request to refund you $Please allow five to seven days for processingWe 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 ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 7:am-3:pm MST, MON-FRI ###-###-####
Initial Business Response /* (1000, 5, 2015/11/03) */
October 20,
*** *** ***
XXXX XXth *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 15, 2015, we received your complaint, dated October 14, 2015,
filed with the Revdex.com
You maintain that when you cancelled your television service, you were advised that you would receive a $refund; however, you were billed $insteadWhen you asked that the amount be refunded and to be sent a bill for the prorated charges, your request was deniedYou requested a refund of at least $and copies of your last three billing statements
When I called you to discuss the issue today, you requested that I provide you with a written response
A review of your account reveals that we charged you $plus tax for an unreturned modem and you recently disputed a payment with your credit card company, leaving a balance of $on your DISH Network accountWe have no record of receiving the modem and as such, the balance is validHowever, in the interest of reaching a resolution, I removed the unreturned modem fee from your accountAdditionally, I waived the early termination and box return fees associated with your television service and I submitted a refund of $Please allow three to five days for processing
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 are we 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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke with John McPhaul and verified the modem was returnedAll proper credits have been issued
Thanks,
*** ***
Initial Business Response /* (1000, 5, 2015/07/20) */
July 16,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with
the Revdex.com
You said that our technician told you that you could purchase accessories and pay for them separately from your serviceHowever, you found this to be untrue and you requested that we honor what you were told or release you from your contract agreement
When we spoke by phone I apologized for any confusionI told you that if you return the accessories to us I will reverse the chargesYou agreed to my resolution and will be returning the equipment
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with the resolution that was offered to me by DISH NetworkI will return the equipment and am not expecting to be billed for any further charges for the equipment in questionThank you so much for handling the complaint professionally and coming to an amicable agreement with me
Initial Business Response /* (1000, 4, 2015/05/18) */
May 12,
Ms*** *** ***
*** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the
Revdex.com
When I spoke with you by phone on May 8, 2015, you requested that I call you backMy attempt to contact you by phone on May 11, 2015, was unsuccessful; however, I left a message
You expressed concern with the following:
Billing
Credit Card AutoPay (CCA)
24-month agreement
You indicated that you are not receiving the monthly rate of $or $that was promisedYour TV service was activated with our America's Top packageYour promotion included a $monthly discount for the first months, reducing the package price from $to $plus taxInternet service was added on April 14, The internet package price is $59.99, and there is a monthly TRIA fee of $With the bundle discount, your total monthly rate was $plus taxThe billing statement of $that generated on April 28, 2015, included the regular monthly charges, prorated charges of $for the internet service and two payments totaling $
Our records reveal your TV package was changed to the Smart Package ($34.99)Due to the level of the package, the monthly discount was reduced to $The $bundle discount was also removedThis makes your current monthly rate $plus tax
You also said that you did not agree to CCAA review of the sales call recording revealed that CCA was disclosed and you agreed to enroll in itCCA was removed on May 1, 2015, through your online DISH Network account
You maintain that you did not sign a 24-month agreement and you do not agree with the early termination fee to disconnect one of the servicesYou are currently enrolled in a 24-month commitment for each serviceThe term commitments were disclosed at the point of sale and via email at ***@***.COMHowever, I was unable to locate copies of the agreements; therefore, the term commitments for the TV and internet service have been removed
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***