December 23,
Mr*** *** and Ms*** ***
* *** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Mr*** and Ms***
On December 21, 2015, we received your complaint, dated December 16, 2015, filed
with the Revdex.com
You disputed the remaining balance on your DISH Network account, stating that it included unreturned equipment and that you were never informed that the equipment needed to be returnedYou also maintain that we charged you for time that you did not have service
When I spoke with you by telephone today, I informed you that this account was established under the Digital Home Advantage (DHA) leased equipment promotion, which included a 24-month agreement
The equipment is leased and is the sole property of DISH NetworkIt is required to be returned to us once the service is disconnectedEnclosed is a copy of DISH Network's Residential Customer Agreement (RCA) which provides our policy and proceduresAlthough we are unable to locate a copy of your DHA agreement, the equipment is leasedThere is no record of this being purchased equipment
I have also enclosed copies of your service agreements, and your signature indicates that you have accepted our policy
Our records reveal that full disclosures were provided at the time of the sale on July 20, 2012, and again on July 31, 2012, when the receiver was exchanged for a receiver
Additionally, we have no record of a request from you to disconnect in September The only request to disconnect was on November 14, There is activity on the account until that date
Although the balance of $is valid, I removed it as an exception
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
*** ***
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Initial Business Response /* *** ** *** */
May 14,
*** *** ***
*** ** *** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On *** 11, 2015, we received your correspondence, dated *** 8, 2015,
filed with the Revdex.com
You expressed concern regarding the disconnection of your DISH Network account that occurred on March 23, You requested a resolution to this matter
My three attempts to contact you at (XXX) XXX-XXXX on *** 12, and 14, 2015, were unsuccessfulHowever, I was able to leave a message and my contact information
Please contact me at (XXX) XXX-XXXX so I may address your concerns
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 6, 2015/08/07) */
August 6,
Mr*** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 27, 2015, we received your complaint, dated July 22, 2015, filed with the RevDex.com
You mentioned the following concerns:
Early termination fee
Auto-collection
Unreturned equipment fees
Compensation
You said that we automatically debited your credit card account for a $internet early termination feePlease note authorization to automatically debit your credit card account for early termination or unreturned equipment fees was provided in the original agreementEnclosed is a copy for your review
Our records reveal that this issue was addressed and resolved on April 23, 2015, when the fee was removed and refunded
You disputed the charge for a receiver that was applied to your account when you disconnected your serviceYou indicated that you purchased the equipmentAlthough we have no record of a payment for the purchase of the receiver, I made an exception and removed your account balance of $There is no longer a balance due to DISH Network
We cannot honor your request for $1,compensation
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
October 4, Dear Mr***: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com You said that you were told that you didn’t have to return your leased equipment, but you were charged for it
You requested that the unreturned equipment fees be waived When we spoke by phone I advised you that I will meet your request and waive the unreturned equipment feesYour DISH Network account now has a zero balance If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely,
*** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response /* (1000, 5, 2015/08/13) */
July 29,
Ms*** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 24, 2015, we received your correspondence, dated July 23, 2015,
filed with the Revdex.com
You maintain that you established your service with a programming package of $per month and said that you were unaware of the two-year agreementYou disputed the early termination fee and the payments collected by DISH Network for this fee
I attempted to reach you at (XXX) XXX-XXXX on July 27, and 29, I left three voice messagesAlthough you returned my call, we were unable to speak directly
A review of your account reveals that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentThe terms of the promotion were provided at the time of sale and a sales confirmation email was sent to ***@hotmail.com on June 2, (the date of sale)This email disclosed the terms of the promotion and billing
Our records show that the equipment was installed on June 3, 2015, and a copy of your signed DHA agreement was also emailed to ***@hotmail.com on this dateI have enclosed a second copy of your signed DHA agreement for your records
Because you agreed to the 24-month commitment, we provided you with a monthly programming discount of for twelve months and HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for four months
Per your request, the premium channels were removed and a prorated credit of $was applied to your account for the channels on October 10,
In January 2015, DISH Network experienced a $monthly increase for the America's Top packageTo offset this increase, we applied a $price protection credit to your account for four months to honor the quoted first year pricing
These discounts made the America's Top package $before tax for monthsHowever, you also subscribed to the DVR service and the Protection Plan, and you had two Joey receiver feesYour monthly billing rate before tax and discounts is $When the free and discounted service ended, the regular price applied
Please note that DISH Network bills receiver fees based on the number of receivers active and the functionality of the receiversThese fees cannot be waivedThe billing is accurate
Since your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was appliedWhen you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and shipping return feesYou were also billed $for the box return fee for the return of the leased equipment
Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customerIn your case, you received a free installation, free equipment, free activation, and free and discounted programmingWe are unable to reverse the early termination fee
In addition, our records indicate that you established Credit Card AutoPay (CCA) and you authorized DISH Network to collect a payment for the amount due every monthOn June 23, 2015, the system collected a payment of $This payment covers service rendered, a box return fee and early termination feesI submitted a refund of $Please allow five business days for processing
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not make up for the fact that the contract was misrepresented by the installer who went over the contract with me & pointed to the box that said it was for a month contract vs the month contractI realize that I gave them permission to direct withdraw monthly payments from my account, however, the $that they mention, that they removed from my account states that it was a credit card debit & not an auto withdraw as the $payment posted asThey had no permission to remove those funds from my account on June 26th, which I have had to call numerous times & was given the run around to receive my funds back which were essentially stolen from my account nearly months ago!!! I will eat the $for their $early termination fee + $return box fee + $in taxes!?! = $(which the taxes assessed were for a month of service, which I did not receive)I will never deal with this company & will make sure that I spread the word to all of my personal & social media family & friends as to the manipulative business antics that this company portraysI would like to make it a point that my initials & signature on the contract are digitalYou are only shown the parts that they want you to see when you sign up
Final Business Response /* (4000, 9, 2015/08/27) */
August 20,
Ms*** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 20, 2015, we received your rebuttal, dated August 19, 2015, filed with the Revdex.com
You said that a technician advised you that your term commitment was for one yearYou indicated that you authorized Credit Card AutoPay (CCA) on your accountHowever, you disputed the $payment that was collectedYou also provided feedback regarding your experience
As previously explained, you participated in the Digital Home Advantage (DHA) promotion with a 24-month commitmentAt the time of sale, the terms and conditions along with the billing was disclosedIn addition, a sales confirmation email was sent to ***@hotmail.com on June 2, 2014, which disclosed the DHA terms and billingFurthermore, a copy of your signed DHA agreement was also emailed to the same address on June 3, (the date of installation)
Since your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was applied to your accountWhen you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and box return feesOn June 3, 2015, we sent a ten-day notice to ***@hotmail.com advising you of the $collection
The CCA payment of $was collected for the early termination fee, box return fees and for service rendered through June 2, (the date of disconnection)Therefore, a refund of $was applied to your credit card account ending in on July 30, I regret any confusion
We appreciate your feedback and your concerns will be shared 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 to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
January 18, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On January 13, 2016, we received your complaint, dated January 8, 2016, filed with the Revdex.com You expressed concern regarding a technical issue you had with your DVR receiver, and the takedown of WLEXYou asked that we release you from your contract When we spoke by phone, I explained that the issue you experienced with your DVR was an isolated issue as we don’t use towersOur service is delivered through satellite Furthermore, I explained that our contract states that programming is subject to change at any time, as we do have to renegotiate our contract with the providersI told you that WLEX was restored as of January 10, Your request to be released from your contract is denied 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, 5, 2015/06/08) */
June 5,
*** *** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 3, 2015, we received your complaint, dated June 2, 2015, filed with the RevDex.com
You expressed concern with the processing time to receive a refund for an overpayment
Our records reveal that we received two credit card payments of $on May 29, The processing time for a credit card refund is seven daysThis includes two days for DISH Network to process the refund and five days for your bank to process the refund
A refund of $was submitted to your credit card account on June 3,
When I spoke with you by phone today, I advised you that the refund was approved and applied to your credit card account todayPlease allow two to three business days for your bank to process
We strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish Networks expedited the refund and I have since received it, much faster than their original timeline they had given me
Initial Business Response /* (1000, 5, 2015/10/20) */
October 14,
*** *** ***
*** *** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 8, 2015, we received your correspondence, dated October 7,
2015, filed with the Revdex.com
You indicated that on September 22, 2015, two payments were applied to your DISH Network account in errorYou contacted DISH Network to resolve the matter and you were informed that you would receive a refund for the overpayment within hoursThis was not the caseYou made several unsuccessful attempts to resolve the matterAdditionally, the customer service that you encountered did not meet your expectationsYou were finally required to dispute the payment with your bank to resolve the matterYou requested that your concerns be addressed
When we spoke today, I verified that the payment reversal was received and I confirmed the current account balanceI informed you that I had reviewed your calls regarding the refund and your concerns would be addressed internallyI also offered to provide you a monthly $credit for six months for your inconvenienceYou accepted this resolution
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
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
March 3, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com You expressed concern that your local channel’s recordings are pixelatedYou would like this resolved A review of your account reveals that we have done everything in our power to try and resolve this issue, to no availWe replaced your equipment and cables, but it did not fix the problemWe sent a Field Service Manager to your home and he determined that the issue is from the channel providerAt this point we have exhausted all of our optionsYou are not under a contract with DISH Network; therefore, you may disconnect your account to find a provider that better fits your needs 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 (720) 514- cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
December 8, Ms*** *** *** ** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 4, 2017, we received your complaint, dated December 1, 2017, filed with the Revdex.com You maintain that DISH Network sent you to collections for internet service that you never receivedYou requested that the collection item be closed permanently A review of our records reveals that the balance is for an unreturned modem When we spoke, you said that you have never received a modem from DISH NetworkI advised you that I waived the charge and asked that the collection item be closedFurthermore, I requested that any related information be removed from your credit filePlease allow six to eight weeks for processing If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, John M*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 8:am-4:pm MST, MON-FRI (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
December 9,
Ms*** ***
*** *** ***
***, TX
Re: Revdex.com Complaint # ***
Dear Ms***
On December 9, 2015, we received your complaint, dated December 8, 2015, filed with the Revdex.com
You expressed further concern with the service charges of $that were applied to your account
As previously advised, the charges of $are for services from November 20, 2015, through November 30, When your due date was changed via chat, our agent disclosed that the change would cause your next bill to be higher or lowerAs a result, the charges are valid
Although you stated that you disconnected your DISH Network service, our records do not show that we received a disconnection requestHowever, your service was disconnected for non-payment on December 1, The disconnection order will be completed on December 31, Please be advised that your account will be left with a programming balance of $for service from November 20, 2015, through December 1,
Additionally, because your service is being disconnected prior to the fulfillment of your 24-month commitment, an early termination fee of $will applyEnclosed is a copy of the agreement for your reviewThis agreement also confirms that the equipment is leased and needs to be returnedIf the equipment is not received within the required timeframe, unreturned equipment fees will be 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.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
*** ***
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/08/31) */
August 21,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 21, 2015, we received your correspondence, dated August 20,
2015, filed with the Revdex.com
You maintain you were unaware of the term commitment when you participated in an equipment upgradeYou disputed the early termination fee
Our records show that you participated in the DISH'n It Up equipment upgrade promotion with a 24-month commitmentBecause the service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination fee
When we spoke today, I advised you that I reversed the $early termination fee
As a courtesy, I also reversed the balance of $for the programming and return box fee for the return of the leased equipment
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
October 27, Dear Mrand Mrs***: On October 27, 2016, we received your rebuttal, dated October 25, 2016, filed with the Revdex.com You disputed the balance associated with your DISH Network account. You also said that you did not open the DISH Network account in question I reviewed the sales call for the account and I found that MsAngela Dorsey contacted us to initiate service. However, as a credit check revealed that MsDorsey did not qualify for service, you provided our salesperson with your information to qualify for the account and you were then provided with our disclosures As I advised you previously, your balance is for service rendered and, as such, we are unable to waive it 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/11/12) */
November 4,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 4, 2015, we received your correspondence, dated November 3,
2015, filed with the Revdex.com
You stated that you contacted DISH Network and you requested a payment arrangement to resolve your past due account balanceAdditionally, you have been required to move twice recently; therefore, you requested assistance with the moving feesYou are seeking a resolution that will allow you to resolve your account balance and prevent your account from being disconnected and charged an early termination fee
When we spoke today, I agreed to waive your moving fees as a courtesyAdditionally, I provided you a discount for the monthly additional receiver feeWe also agreed that placing your account on DISH Pause while you resolve your account balance would be the best solution
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
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolution suits me and helps the situation alotThank you for the quick response and taking the time to help me out!
December 15,
Denver / Boulder Revdex.com
*** *** ***
*** ** ***
Re: Ms*** ***
File No***
Issue Number: ***
To Whom It May Concern:
On December 15, 2015, we received your correspondence, dated December 14, 2015, regarding Ms*** ***
MsHaubert maintains she returned the leased equipment in October and she referenced our phone conversation
Per Ms*** request, I will address this matter through your office onlyI have added Ms*** contact information to the DISH Network internal Do Not Contact list
As previously explained, on October 16, 2014, MsHaubert put her account on DISH Pause for nine months and then her service was disconnected due to nonpayment on October 7, We have no record of a disconnection request prior to this dateA return box with label was delivered to Ms*** address on November 5, We have no record that return boxes were sent prior to this date
When I spoke with Ms*** on November 30, 2015, I advised her that we have no record that the leased equipment was returned to DISH NetworkI asked her to provide me with a tracking number and proof of delivery, and she told me that she does not have that informationI informed her that, as a result, unreturned equipment fees will apply to her accountThese fees are valid and will not be reversed until the leased equipment is returned
I enclosed a copy of Ms*** signed Digital Home Advantage (DHA) agreement 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.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
*** ***
Enclosure
cc: *** ***
October 26, Dear Mr***: On October 26, 2016, we received your complaint, dated October 24, 2016, filed with the Revdex.com You stated that you recently purchased DISH Network service and it was unable to be installedYou paid $
at the timeYou were informed that you would receive your refund within hoursYou did not receive the refund as you were instructedWhen you inquired about the status of your refund, you were provided a different timelineYou have not yet received the refund and you requested that this be resolved and the misinformation that you were provided be addressed When we spoke today, I confirmed that your refund was released yesterdayI apologized for the information that you were provided and I agreed to address it internallyYou 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***
Initial Business Response /* (1000, 9, 2015/10/05) */
September 30,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 25, 2015, we received your complaint, dated September 24, 2015, filed with the
Revdex.com
You said that you disconnected your dishNET internet account two years ago and you requested a refund of $1,
I attempted to reach you at (XXX) XXX-XXXX on September 28, and, 30, 2015, and I left three voicemails
In my last message, I advised you that our records indicate that your internet service was moved along with your TV service on September 22, Additionally, we have no record of any requests to disconnect the service and the internet service appeared as a line item on each of your billsAs such, we are unable to provide a refund as you requested
As a courtesy, I applied a credit for three months of internet service totaling $
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
*** *** ***
Denver, CO XXXXX
*** ***
November 10, 2016Dear Ms***:On November 9, 2016, we received your complaint, dated November 4, 2016, filed with the Revdex.com.You disputed the automatic debiting of your unreturned equipment fees You also said that you received incorrect information regarding the return of
your leased equipment, and you expressed concern about the level of customer service you received.When we spoke, I attempted to advise you that DISH Network sent a total of four sets of boxes; three sets were sent on August 11, 2016, and one was sent on November 4, All were sent at your request, and UPS reported that all were delivered.I reviewed your calls from August 11, 2016, and November 4, 2016, and found no misinformation You requested to have your satellite dish removed and the agents with whom your spoke provided you with a total of four phone numbers for your local retailers All agents provided the correct information concerning the return process for your leased equipmentAdditionally, I found no instance where you were placed on hold for more than a couple minutes.The charge to which you refer was for unreturned equipment fees Per the terms of your service, early termination and unreturned equipment fees may be debited from the credit or debit card you provided to qualify for service Our records show that the debit card used for your unreturned equipment fees was provided to qualify for an equipment upgrade in September Enclosed are copies of your original customer agreement and your upgrade agreement.Once we receive your leased equipment, the unreturned equipment fees will be reversed Please note, however, that a balance of $remains on your account for service rendered and an early termination fee.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###-###-####
Initial Business Response /* (1000, 5, 2015/09/23) */
September 15,
Mr*** ***
*** *** *** DrSW
Concord, NC XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 11, 2015, we received your complaint, dated September 10,
2015, filed with the Revdex.com
You expressed concern over being double billed and not receiving a refund
A review of your DISH Network account reveals that your monies were refunded on September 11,
We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
December 23,
Mr*** *** and Ms*** ***
* *** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Mr*** and Ms***
On December 21, 2015, we received your complaint, dated December 16, 2015, filed
with the Revdex.com
You disputed the remaining balance on your DISH Network account, stating that it included unreturned equipment and that you were never informed that the equipment needed to be returnedYou also maintain that we charged you for time that you did not have service
When I spoke with you by telephone today, I informed you that this account was established under the Digital Home Advantage (DHA) leased equipment promotion, which included a 24-month agreement
The equipment is leased and is the sole property of DISH NetworkIt is required to be returned to us once the service is disconnectedEnclosed is a copy of DISH Network's Residential Customer Agreement (RCA) which provides our policy and proceduresAlthough we are unable to locate a copy of your DHA agreement, the equipment is leasedThere is no record of this being purchased equipment
I have also enclosed copies of your service agreements, and your signature indicates that you have accepted our policy
Our records reveal that full disclosures were provided at the time of the sale on July 20, 2012, and again on July 31, 2012, when the receiver was exchanged for a receiver
Additionally, we have no record of a request from you to disconnect in September The only request to disconnect was on November 14, There is activity on the account until that date
Although the balance of $is valid, I removed it as an exception
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
*** ***
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Initial Business Response /* *** ** *** */
May 14,
*** *** ***
*** ** *** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On *** 11, 2015, we received your correspondence, dated *** 8, 2015,
filed with the Revdex.com
You expressed concern regarding the disconnection of your DISH Network account that occurred on March 23, You requested a resolution to this matter
My three attempts to contact you at (XXX) XXX-XXXX on *** 12, and 14, 2015, were unsuccessfulHowever, I was able to leave a message and my contact information
Please contact me at (XXX) XXX-XXXX so I may address your concerns
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 6, 2015/08/07) */
August 6,
Mr*** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 27, 2015, we received your complaint, dated July 22, 2015, filed with the RevDex.com
You mentioned the following concerns:
Early termination fee
Auto-collection
Unreturned equipment fees
Compensation
You said that we automatically debited your credit card account for a $internet early termination feePlease note authorization to automatically debit your credit card account for early termination or unreturned equipment fees was provided in the original agreementEnclosed is a copy for your review
Our records reveal that this issue was addressed and resolved on April 23, 2015, when the fee was removed and refunded
You disputed the charge for a receiver that was applied to your account when you disconnected your serviceYou indicated that you purchased the equipmentAlthough we have no record of a payment for the purchase of the receiver, I made an exception and removed your account balance of $There is no longer a balance due to DISH Network
We cannot honor your request for $1,compensation
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
October 4, Dear Mr***: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com You said that you were told that you didn’t have to return your leased equipment, but you were charged for it
You requested that the unreturned equipment fees be waived When we spoke by phone I advised you that I will meet your request and waive the unreturned equipment feesYour DISH Network account now has a zero balance If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely,
*** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response /* (1000, 5, 2015/08/13) */
July 29,
Ms*** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 24, 2015, we received your correspondence, dated July 23, 2015,
filed with the Revdex.com
You maintain that you established your service with a programming package of $per month and said that you were unaware of the two-year agreementYou disputed the early termination fee and the payments collected by DISH Network for this fee
I attempted to reach you at (XXX) XXX-XXXX on July 27, and 29, I left three voice messagesAlthough you returned my call, we were unable to speak directly
A review of your account reveals that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentThe terms of the promotion were provided at the time of sale and a sales confirmation email was sent to ***@hotmail.com on June 2, (the date of sale)This email disclosed the terms of the promotion and billing
Our records show that the equipment was installed on June 3, 2015, and a copy of your signed DHA agreement was also emailed to ***@hotmail.com on this dateI have enclosed a second copy of your signed DHA agreement for your records
Because you agreed to the 24-month commitment, we provided you with a monthly programming discount of for twelve months and HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for four months
Per your request, the premium channels were removed and a prorated credit of $was applied to your account for the channels on October 10,
In January 2015, DISH Network experienced a $monthly increase for the America's Top packageTo offset this increase, we applied a $price protection credit to your account for four months to honor the quoted first year pricing
These discounts made the America's Top package $before tax for monthsHowever, you also subscribed to the DVR service and the Protection Plan, and you had two Joey receiver feesYour monthly billing rate before tax and discounts is $When the free and discounted service ended, the regular price applied
Please note that DISH Network bills receiver fees based on the number of receivers active and the functionality of the receiversThese fees cannot be waivedThe billing is accurate
Since your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was appliedWhen you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and shipping return feesYou were also billed $for the box return fee for the return of the leased equipment
Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customerIn your case, you received a free installation, free equipment, free activation, and free and discounted programmingWe are unable to reverse the early termination fee
In addition, our records indicate that you established Credit Card AutoPay (CCA) and you authorized DISH Network to collect a payment for the amount due every monthOn June 23, 2015, the system collected a payment of $This payment covers service rendered, a box return fee and early termination feesI submitted a refund of $Please allow five business days for processing
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not make up for the fact that the contract was misrepresented by the installer who went over the contract with me & pointed to the box that said it was for a month contract vs the month contractI realize that I gave them permission to direct withdraw monthly payments from my account, however, the $that they mention, that they removed from my account states that it was a credit card debit & not an auto withdraw as the $payment posted asThey had no permission to remove those funds from my account on June 26th, which I have had to call numerous times & was given the run around to receive my funds back which were essentially stolen from my account nearly months ago!!! I will eat the $for their $early termination fee + $return box fee + $in taxes!?! = $(which the taxes assessed were for a month of service, which I did not receive)I will never deal with this company & will make sure that I spread the word to all of my personal & social media family & friends as to the manipulative business antics that this company portraysI would like to make it a point that my initials & signature on the contract are digitalYou are only shown the parts that they want you to see when you sign up
Final Business Response /* (4000, 9, 2015/08/27) */
August 20,
Ms*** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 20, 2015, we received your rebuttal, dated August 19, 2015, filed with the Revdex.com
You said that a technician advised you that your term commitment was for one yearYou indicated that you authorized Credit Card AutoPay (CCA) on your accountHowever, you disputed the $payment that was collectedYou also provided feedback regarding your experience
As previously explained, you participated in the Digital Home Advantage (DHA) promotion with a 24-month commitmentAt the time of sale, the terms and conditions along with the billing was disclosedIn addition, a sales confirmation email was sent to ***@hotmail.com on June 2, 2014, which disclosed the DHA terms and billingFurthermore, a copy of your signed DHA agreement was also emailed to the same address on June 3, (the date of installation)
Since your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was applied to your accountWhen you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and box return feesOn June 3, 2015, we sent a ten-day notice to ***@hotmail.com advising you of the $collection
The CCA payment of $was collected for the early termination fee, box return fees and for service rendered through June 2, (the date of disconnection)Therefore, a refund of $was applied to your credit card account ending in on July 30, I regret any confusion
We appreciate your feedback and your concerns will be shared 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 to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
January 18, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On January 13, 2016, we received your complaint, dated January 8, 2016, filed with the Revdex.com You expressed concern regarding a technical issue you had with your DVR receiver, and the takedown of WLEXYou asked that we release you from your contract When we spoke by phone, I explained that the issue you experienced with your DVR was an isolated issue as we don’t use towersOur service is delivered through satellite Furthermore, I explained that our contract states that programming is subject to change at any time, as we do have to renegotiate our contract with the providersI told you that WLEX was restored as of January 10, Your request to be released from your contract is denied 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, 5, 2015/06/08) */
June 5,
*** *** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 3, 2015, we received your complaint, dated June 2, 2015, filed with the RevDex.com
You expressed concern with the processing time to receive a refund for an overpayment
Our records reveal that we received two credit card payments of $on May 29, The processing time for a credit card refund is seven daysThis includes two days for DISH Network to process the refund and five days for your bank to process the refund
A refund of $was submitted to your credit card account on June 3,
When I spoke with you by phone today, I advised you that the refund was approved and applied to your credit card account todayPlease allow two to three business days for your bank to process
We strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish Networks expedited the refund and I have since received it, much faster than their original timeline they had given me
Initial Business Response /* (1000, 5, 2015/10/20) */
October 14,
*** *** ***
*** *** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 8, 2015, we received your correspondence, dated October 7,
2015, filed with the Revdex.com
You indicated that on September 22, 2015, two payments were applied to your DISH Network account in errorYou contacted DISH Network to resolve the matter and you were informed that you would receive a refund for the overpayment within hoursThis was not the caseYou made several unsuccessful attempts to resolve the matterAdditionally, the customer service that you encountered did not meet your expectationsYou were finally required to dispute the payment with your bank to resolve the matterYou requested that your concerns be addressed
When we spoke today, I verified that the payment reversal was received and I confirmed the current account balanceI informed you that I had reviewed your calls regarding the refund and your concerns would be addressed internallyI also offered to provide you a monthly $credit for six months for your inconvenienceYou accepted this resolution
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
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
March 3, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com You expressed concern that your local channel’s recordings are pixelatedYou would like this resolved A review of your account reveals that we have done everything in our power to try and resolve this issue, to no availWe replaced your equipment and cables, but it did not fix the problemWe sent a Field Service Manager to your home and he determined that the issue is from the channel providerAt this point we have exhausted all of our optionsYou are not under a contract with DISH Network; therefore, you may disconnect your account to find a provider that better fits your needs 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 (720) 514- cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
December 8, Ms*** *** *** ** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 4, 2017, we received your complaint, dated December 1, 2017, filed with the Revdex.com You maintain that DISH Network sent you to collections for internet service that you never receivedYou requested that the collection item be closed permanently A review of our records reveals that the balance is for an unreturned modem When we spoke, you said that you have never received a modem from DISH NetworkI advised you that I waived the charge and asked that the collection item be closedFurthermore, I requested that any related information be removed from your credit filePlease allow six to eight weeks for processing If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, John M*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 8:am-4:pm MST, MON-FRI (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
December 9,
Ms*** ***
*** *** ***
***, TX
Re: Revdex.com Complaint # ***
Dear Ms***
On December 9, 2015, we received your complaint, dated December 8, 2015, filed with the Revdex.com
You expressed further concern with the service charges of $that were applied to your account
As previously advised, the charges of $are for services from November 20, 2015, through November 30, When your due date was changed via chat, our agent disclosed that the change would cause your next bill to be higher or lowerAs a result, the charges are valid
Although you stated that you disconnected your DISH Network service, our records do not show that we received a disconnection requestHowever, your service was disconnected for non-payment on December 1, The disconnection order will be completed on December 31, Please be advised that your account will be left with a programming balance of $for service from November 20, 2015, through December 1,
Additionally, because your service is being disconnected prior to the fulfillment of your 24-month commitment, an early termination fee of $will applyEnclosed is a copy of the agreement for your reviewThis agreement also confirms that the equipment is leased and needs to be returnedIf the equipment is not received within the required timeframe, unreturned equipment fees will be 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.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
*** ***
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/08/31) */
August 21,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 21, 2015, we received your correspondence, dated August 20,
2015, filed with the Revdex.com
You maintain you were unaware of the term commitment when you participated in an equipment upgradeYou disputed the early termination fee
Our records show that you participated in the DISH'n It Up equipment upgrade promotion with a 24-month commitmentBecause the service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination fee
When we spoke today, I advised you that I reversed the $early termination fee
As a courtesy, I also reversed the balance of $for the programming and return box fee for the return of the leased equipment
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
October 27, Dear Mrand Mrs***: On October 27, 2016, we received your rebuttal, dated October 25, 2016, filed with the Revdex.com You disputed the balance associated with your DISH Network account. You also said that you did not open the DISH Network account in question I reviewed the sales call for the account and I found that MsAngela Dorsey contacted us to initiate service. However, as a credit check revealed that MsDorsey did not qualify for service, you provided our salesperson with your information to qualify for the account and you were then provided with our disclosures As I advised you previously, your balance is for service rendered and, as such, we are unable to waive it 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/11/12) */
November 4,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 4, 2015, we received your correspondence, dated November 3,
2015, filed with the Revdex.com
You stated that you contacted DISH Network and you requested a payment arrangement to resolve your past due account balanceAdditionally, you have been required to move twice recently; therefore, you requested assistance with the moving feesYou are seeking a resolution that will allow you to resolve your account balance and prevent your account from being disconnected and charged an early termination fee
When we spoke today, I agreed to waive your moving fees as a courtesyAdditionally, I provided you a discount for the monthly additional receiver feeWe also agreed that placing your account on DISH Pause while you resolve your account balance would be the best solution
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
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolution suits me and helps the situation alotThank you for the quick response and taking the time to help me out!
December 15,
Denver / Boulder Revdex.com
*** *** ***
*** ** ***
Re: Ms*** ***
File No***
Issue Number: ***
To Whom It May Concern:
On December 15, 2015, we received your correspondence, dated December 14, 2015, regarding Ms*** ***
MsHaubert maintains she returned the leased equipment in October and she referenced our phone conversation
Per Ms*** request, I will address this matter through your office onlyI have added Ms*** contact information to the DISH Network internal Do Not Contact list
As previously explained, on October 16, 2014, MsHaubert put her account on DISH Pause for nine months and then her service was disconnected due to nonpayment on October 7, We have no record of a disconnection request prior to this dateA return box with label was delivered to Ms*** address on November 5, We have no record that return boxes were sent prior to this date
When I spoke with Ms*** on November 30, 2015, I advised her that we have no record that the leased equipment was returned to DISH NetworkI asked her to provide me with a tracking number and proof of delivery, and she told me that she does not have that informationI informed her that, as a result, unreturned equipment fees will apply to her accountThese fees are valid and will not be reversed until the leased equipment is returned
I enclosed a copy of Ms*** signed Digital Home Advantage (DHA) agreement 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.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
*** ***
Enclosure
cc: *** ***
October 26, Dear Mr***: On October 26, 2016, we received your complaint, dated October 24, 2016, filed with the Revdex.com You stated that you recently purchased DISH Network service and it was unable to be installedYou paid $
at the timeYou were informed that you would receive your refund within hoursYou did not receive the refund as you were instructedWhen you inquired about the status of your refund, you were provided a different timelineYou have not yet received the refund and you requested that this be resolved and the misinformation that you were provided be addressed When we spoke today, I confirmed that your refund was released yesterdayI apologized for the information that you were provided and I agreed to address it internallyYou 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***
Initial Business Response /* (1000, 9, 2015/10/05) */
September 30,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 25, 2015, we received your complaint, dated September 24, 2015, filed with the
Revdex.com
You said that you disconnected your dishNET internet account two years ago and you requested a refund of $1,
I attempted to reach you at (XXX) XXX-XXXX on September 28, and, 30, 2015, and I left three voicemails
In my last message, I advised you that our records indicate that your internet service was moved along with your TV service on September 22, Additionally, we have no record of any requests to disconnect the service and the internet service appeared as a line item on each of your billsAs such, we are unable to provide a refund as you requested
As a courtesy, I applied a credit for three months of internet service totaling $
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
*** *** ***
Denver, CO XXXXX
*** ***
November 10, 2016Dear Ms***:On November 9, 2016, we received your complaint, dated November 4, 2016, filed with the Revdex.com.You disputed the automatic debiting of your unreturned equipment fees You also said that you received incorrect information regarding the return of
your leased equipment, and you expressed concern about the level of customer service you received.When we spoke, I attempted to advise you that DISH Network sent a total of four sets of boxes; three sets were sent on August 11, 2016, and one was sent on November 4, All were sent at your request, and UPS reported that all were delivered.I reviewed your calls from August 11, 2016, and November 4, 2016, and found no misinformation You requested to have your satellite dish removed and the agents with whom your spoke provided you with a total of four phone numbers for your local retailers All agents provided the correct information concerning the return process for your leased equipmentAdditionally, I found no instance where you were placed on hold for more than a couple minutes.The charge to which you refer was for unreturned equipment fees Per the terms of your service, early termination and unreturned equipment fees may be debited from the credit or debit card you provided to qualify for service Our records show that the debit card used for your unreturned equipment fees was provided to qualify for an equipment upgrade in September Enclosed are copies of your original customer agreement and your upgrade agreement.Once we receive your leased equipment, the unreturned equipment fees will be reversed Please note, however, that a balance of $remains on your account for service rendered and an early termination fee.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###-###-####
Initial Business Response /* (1000, 5, 2015/09/23) */
September 15,
Mr*** ***
*** *** *** DrSW
Concord, NC XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 11, 2015, we received your complaint, dated September 10,
2015, filed with the Revdex.com
You expressed concern over being double billed and not receiving a refund
A review of your DISH Network account reveals that your monies were refunded on September 11,
We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***