Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ September 10, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 4, 2015, we received your correspondence, dated September 3, 2015, filed with the Revdex.com You indicated that you experienced issues with your dishNET internet service for the past yearThe situation has not improved, so you requested a full refund In our September 4, 2015, email correspondence, I advised you that DISH Network requires that all billing issues be addressed within days of their occurrenceOur records do not indicate that any problems with the internet service were previously reported As a courtesy, I waived your internet early termination fee allowing you to disconnect the service at any time without penaltyAdditionally, I applied a $credit to your account to resolve the past-due balance on your accountYou accepted this resolution, but indicated that you intend to pursue a full refund If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) MrsShelley did all that she could doShe sent me her supervisor's name and he did an excellent job as wellVery happy with the service from the both of them
June 10, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com You disputed the collection attempts When we spoke today, I informed you that an exception was made and the balance of $was removed from your accountThis information will also be removed from your credit reportPlease allow eight weeks for processing with the credit bureausYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
July 15, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com You expressed concern that your DISH Network account was restarted and that your name was supposed to be removed from the account and placed in your husband’s (Mr [redacted] ) nameYou requested that your name be removed from the account When Mr [redacted] called on September 28, 2015, he agreed to have his name placed in the billing information only When I spoke with you by telephone today, I informed you that this account was established on December 7, 2012, using your informationOnce an account is established with your information, the account belongs to you and is your responsibilityThe name cannot be removedAlthough the equipment can be transferred to someone else, that person must establish a new account with their information Your husband may contact our sales department to establish his own account using his information During our conversation, you requested boxes to return the equipmentOur records reveal that labels were shipped on July 13, 2016, under UPS tracking number [redacted] Further review of your account reveals that Mr [redacted] called in yesterday and restarted the serviceHowever, when I spoke with you yesterday, you requested that the service remain disconnected; therefore, I once again cancelled the service Although return labels have been shipped, I removed the equipment from the account to ensure that it is not restartedPlease note that the receivers are obsolete and are not required to be returned If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted]
February 9, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 8, 2016, we received your correspondence, dated February 5, 2016, filed with the Revdex.com You said you canceled your service as your local CBS station out of FtMyers, FL, was removed from the DISH Network channel lineupYou disputed the early termination and return shipping fees Our records show that this matter was previously addressed by letter correspondence, dated February 8, 2016, through the Florida Attorney General’s OfficeI have enclosed a copy for your records If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** February 8, Mr [redacted] Office of Citizen ServicesConsumer Affairs and ProtectionOffice of the Attorney GeneralState of Florida [redacted] ** [redacted] *Re: Mr [redacted] Issue Number: [redacted] Dear Mr [redacted] : On February 8, 2016, we received your correspondence, dated February 5, 2016, regarding Mr [redacted] Mr [redacted] said he canceled his service as the Fort Myers, FL, CBS channel was removed from the channel lineupHe disputed the early termination fee and return shipping fee When I spoke with Mr [redacted] today, I informed him that because DISH Network and the owner of CBS Fort Myers, FL had not reached a contractual agreement, the channel was removed from the channel lineupHowever, an agreement was subsequently reached and the channel was restored on February 5, I advised Mr [redacted] that he established his service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentWe reveal in all our agreements that DISH Network has the right to change, add, delete or rearrange programming at any timeThe DHA agreement also states that the customer agrees to bear all costs and expenses of the equipment returnI have enclosed a copy of Mr [redacted] signed DHA agreement for your review Since Mr [redacted] service was disconnected prior to the promotional fulfillment date, he was billed $for an early termination fee and a $return box fee for the equipment returnWe ask that the balance of $(plus tax) be paid for these fees and service rendered We regret any inconvenience Mr [redacted] may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] Enclosure cc: Mr [redacted] [redacted] *** [redacted] ** *** [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ October 12, Mr [redacted] Barker Hollow Pass Austin, TX XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 6, 2015, we received your complaint, dated October 5, 2015, filed with the Revdex.com You indicated that you had service for many years under account number XXXXXXXXXXXXXXXX at your summer cabinIn June you contacted DISH Network and the sales representative provided you with new equipment and a new account numberYou maintain that the DISH Pause guidelines were not disclosedYou requested that we review the callYou disputed that you are in a 24-month commitment and the $pause fee and that the commitment is extended each time you place your account on DISH Pause I was unable to locate account number XXXXXXXXXXXXXXXX When I spoke with you by telephone today, I informed you that there is no sale call available, as it has been over a year and calls are not kept longer than that This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which included free installation of leased equipment, free activation, free programming and monthly discountsOnce the service is disconnected, the leased equipment is required to be returned directly to DISH Network The DHA agreement is a commitment for consecutive months of programming and it requires a minimum programming packageWhen an account is placed on DISH Pause, the minimum required package is not metTherefore, when the service is reactivated, the commitment is extended by the number of months that the account was pausedThis includes a monthly $fee Because the equipment is leased, the service cannot be disconnected each time you leave as the system will expect the equipment to be returnedThe only way to accomplish that would be to purchase the equipment During our conversation, you informed me that on a previous occasion, you were provided a credit to cover the $fee for the nine months that your service was in DISH PauseI agreed to apply a $credit to your accountAs an exception, I also waived the 24-month commitment Regarding the signed agreement: after the installation, the technician provides the customer with an electronic device to signPlease note that the signature that is gathered is not on a paper documentit is on an electronic tabletThe electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the settlement as they have agreed to the fact that there is no contract, there will be no contract, and have agreed to give me the Hopper, ***, and installation for free, as was guaranteed during the sales call when the equipment was ordered
Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: They continue to remove the channels I was watching because of my complaintThey still lieThey purposely turned off channels that I frequented then told me that they were sorry and that my monthly bill would be $for six monthsthen I get my bill and it is over $And they wonder why I'm disgusted to talk to themThey aren't worth the effort Sincerely, [redacted]
October 10, Dear Ms [redacted] : On October 6, 2016, we received your complaint, dated October 5, 2016, filed with the Revdex.com You stated that due to a financial hardship your DISH Network account was recently disconnectedYou were informed that you would be charged an early termination feeYour attempts to make payment arrangements have been unsuccessful and you continue to be contacted regarding the account balanceYou would like this matter resolved In our email correspondence today, I offered to place your account on DISH Pause for nine monthsAdditionally, we arranged payment of the past-due account balance for the end of the monthYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] 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 [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] I am NOT satisfied but have spoken with them and explainedI will NEVER acquire their services ever again as I have advised others to do the sameI have friends who have had similar problems and are just as upset but I guess they can just pocket [redacted] us!! Their service is so bad as well as the customer service They keep BEGGING me to come back!! I guess that is the only way they make money....by making it so noone can get a break for crappy serviceThey basically say...."Sorry Sucker!!! We got you!!!"
Dear Ms [redacted] : On February 11, 2016, we received your rebuttal, dated February 11, 2016, filed with the Revdex.comYou stated that DISH Network owes you a $refund on your disconnected accountYou indicated that you were provided incorrect programming information when you purchased your service from I Dish, an independent retail service providerYou said that you disconnected your service on November 22, 2015, and DISH Network applied a $and a $debit to your bank accountThis was done without your authorization and you incurred $in non-sufficient funds (NSF) feesYou requested that these charges be refundedMy three attempts to contact you at ###-###-#### on February 12, and 16, 2016, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at [redacted] (copy enclosed), but I have not received a responseThe $collected on November 18, 2015, was your activation fee and additional receiver feeThis payment was authorized when service was established, and was not a payment for monthly serviceYour account was not disconnected when you called on November 22, 2015, because you ended the call without completing the disconnection processAs a result, the account remained active and you were charged $on December 12, 2015, through the auto-payment process you authorized when your service was establishedThese two payments were reversed and the funds were returnedAs a courtesy, I have waived your early termination fee and issued refunds for the $and $chargesThe refunds were credited to the credit card accounts that they were debited fromYour account balance is resolved and I confirmed that DISH Network refunded your $processing fee in JanuaryYou will need to provide me with a copy of your bank statement supporting the NSF fees you incurred in order to receive a refund for those chargesIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
Tell us why here...September 23, Dear Ms***: On September 12, 2016, we received your complaint, dated September 11, 2016, filed with the Revdex.comYou said that you had requested your mother’s account be disconnected in January You indicated that you received a bill on September 3, You asked that her account be disconnected and the balance clearedYou spoke with a DISH Network representative on September 9, 2016, who disconnected your mother’s service and zeroed out the balanceWhen I spoke with you, I confirmed this issue is resolvedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:am - 2:pm MDT###-###-####
Tell us why here...July 8, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On July 1, 2016, we received your complaint, dated June 29, 2016, filed with the Revdex.comYou disputed the commitment and early termination fee because you only had an additional receiver installedYou also disputed the shipping feesWhen I spoke with you by telephone today, I agreed to waive the $early termination feeAlthough the shipping fees remain valid, I removed the balance of $13.30, as an exceptionIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:am to 3:pm MDT
Initial Business Response / [redacted] (1000, 9, 2015/05/27) */ May 26, Ms[redacted] Porter, OK XXXXX Re: [redacted] Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] : On [redacted] 22, 2015, we received your complaint, dated [redacted] 21, 2015, filed with the [redacted] You said that you have been charged monthly for an extra receiver that you don't haveYou requested that we provide you a credit for the receiver charge When we spoke, I advised you that our billing policy states that you must contact us within days of receiving your bill to dispute any charges or we assume they are validHowever, as a courtesy, I agreed to apply a $account credit to be used toward your service chargesYou agreed to my resolution If there are further questions or concerns about this issue, please feel free to contact me at (***) [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team [redacted] , L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (***) [redacted] cc: Denver / Boulder [redacted] Denver, CO XXXXX [redacted]
December 22, Ms [redacted] Re: Revdex.com Complaint # [redacted] Dear Ms***: On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Revdex.com You said that an unauthorized payment was debited from your bank account and that you were given conflicting information concerning your refund When I attempted to reach you at [redacted] on December 21, 2015, a woman answered and advised me that I had the wrong number Our records indicate that the second payment to which you referred was an electronic funds transfer (EFT) or electronic check paymentAs such, DISH Network must hold the payment for days before refunding it to ensure that the funds are actually transferred to our accountAfter the 14-day hold, we will attempt to deposit the refund electronically; however, if the electronic refund is unsuccessful, we will send a paper check As we sincerely regret any inconvenience this issue may have caused, I applied a credit to your account for $We appreciate your feedback concerning your experience and it will be used to improve our agents' interactions with our customers If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have voice recording that states separate employees told me early termination fee would be waivedAs I have already stated the conversations where between customer service as well as tech supportAnd the internet, according to tech support was improperly installed and that was the reasoning behind my internet only working intermittentlyI REFUSE TO PAY THE EARLY TERMINATION FEES AND I WILL TAKE THIS TO COURT BECAUSE I AM RIGHT AND I HAVE PROOF Sincerely, [redacted] ***
April 15, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On April 14, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com You requested to have the satellite dish removed and your roof repaired free of charge When we spoke, I advised you that DISH Network does not provide the service you requested Once a DISH Network account is disconnected, the dish is considered a permanent fixture and it becomes the property of the homeowner While we sincerely regret any inconvenience, we are unable to honor your request If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
February 9, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 2, 2018, we received your complaint, dated February 1, 2018, filed with the Revdex.com My attempts to contact you by phone at ( [redacted] on February 6, and 8, 2018, were unsuccessful; however, I left three messagesI also sent an email to [redacted] You expressed concern with the early termination fee to disconnect your internet serviceYou maintain that the service has not worked properly and you did not receive any assistance when you contacted usYou also do not agree with our request for you to return the TRIA and you expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns Your internet service was established on March 17, 2017, with a 24-month commitmentEnclosed is a copy of your 24-month agreement for your review A review of the customer service calls on your account shows that we only received one call about service issuesA review of this call from June 27, 2017, found that your wife called in and our representative checked the modem and confirmed that it was receiving a good signalHe advised her that the data for the month had been exceeded, which caused the speed to slow downHe attempted to troubleshoot further, but your wife indicated that she did not have a computer or laptop to connect directly to the modem I made an exception and waived your term commitmentYou will not be charged an early termination fee if you choose to disconnect your service We appreciate your feedback regarding our equipment return policyWhen you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationshipAs we do not require the return of the satellite dish, we will not schedule a technicianAdditionally, we only ask that the TRIA be return if it is accessiblePlease contact me directly once your service is disconnected so I may waive the requirement to return the TRIA We appreciate that you brought your customer service concerns to our attention so 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 (720) 514- Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because:As I had explained the first check had finally arrived and I had cashed itIt cleared and has not been since rejectedI was confused about which check it might have been and had been waiting for my money since October so I cashed the checkSince then the new check arrivedI have it and can send it backJust awaiting word as to what I need to do Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ October 6, [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 30, 2015, we received your complaint, dated September 29, 2015, filed with the Revdex.com You indicated that you called around September 3, 2015, to request a deferred payment to September 21, However, your payment was automatically debited on September 7, You requested a refund and reimbursement for overdraft fees When I spoke with you by telephone today, I explained that since you are enrolled in Credit Card AutoPay (CCA), the payment is automatically collected from your debit/credit card account on the due dateIt cannot be suppressed unless it is removed from CCATo change information, we require at least seven to ten days advance notificationI apologize for the information you received Our records reveal that we reimbursed $for the overdraft feesA refund cannot be submitted if the balance is dueHowever, I applied a $credit to your account and you may disregard the September 22, 2015, billing statement If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
May 30, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On May 25, 2017, we received your complaint, dated May 24, 2017, filed with the Revdex.com You said that when you agreed to a new contract, you were told your monthly rate would be $You would like to have the monthly rate you were quoted, compensation, and to be released from your contract When we spoke by phone, I told you that I reviewed the call during which you agreed to our Renewal OfferI found that our agent quoted you $for your America’s Top programming package, and you were advised of the $DVR fee and the $Protection Plan feeThere is no indication you were given inaccurate informationAlthough I am unable to release you from your contract, I will provide a $monthly credit for the next months, as a courtesy to you If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Dear Mr***: On January 13, 2016, we received your correspondence, dated January 12, 2016, filed with the Revdex.comYou maintain that you have three televisions and you disputed the additional receiver feesYou also disputed the early termination fee and expressed concern with the customer service you receivedWhen we spoke today, I attempted to explain that you participated in the DISH’n It Up promotion with a 24-month commitment on June 15, Therefore, an early termination fee is associated with this promotion if the service is disconnected prior to the promotional fulfillment dateYou currently have a Hopper w/Sling and three wireless Joey receivers active that supports four television connectionsOur receiver fees are based on the number of receivers active and the receiver functionalityThese fees cannot be waivedOur records show that you previously received a $monthly credit for ten months and the last credit was applied on December 3, As a result, you were billed the regular programming priceWhen you called on January 11, 2016, an exception was made and an additional $monthly credit was applied to your account for monthsWhen this credit ends the regular price will apply Although the early termination fee is valid, I made an exception and waived your term commitmentYou may cancel the service at any time without penaltyI also reviewed your recorded calls and found that our agents addressed your concerns in a professional mannerI regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ September 10, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 4, 2015, we received your correspondence, dated September 3, 2015, filed with the Revdex.com You indicated that you experienced issues with your dishNET internet service for the past yearThe situation has not improved, so you requested a full refund In our September 4, 2015, email correspondence, I advised you that DISH Network requires that all billing issues be addressed within days of their occurrenceOur records do not indicate that any problems with the internet service were previously reported As a courtesy, I waived your internet early termination fee allowing you to disconnect the service at any time without penaltyAdditionally, I applied a $credit to your account to resolve the past-due balance on your accountYou accepted this resolution, but indicated that you intend to pursue a full refund If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) MrsShelley did all that she could doShe sent me her supervisor's name and he did an excellent job as wellVery happy with the service from the both of them
June 10, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com You disputed the collection attempts When we spoke today, I informed you that an exception was made and the balance of $was removed from your accountThis information will also be removed from your credit reportPlease allow eight weeks for processing with the credit bureausYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
July 15, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com You expressed concern that your DISH Network account was restarted and that your name was supposed to be removed from the account and placed in your husband’s (Mr [redacted] ) nameYou requested that your name be removed from the account When Mr [redacted] called on September 28, 2015, he agreed to have his name placed in the billing information only When I spoke with you by telephone today, I informed you that this account was established on December 7, 2012, using your informationOnce an account is established with your information, the account belongs to you and is your responsibilityThe name cannot be removedAlthough the equipment can be transferred to someone else, that person must establish a new account with their information Your husband may contact our sales department to establish his own account using his information During our conversation, you requested boxes to return the equipmentOur records reveal that labels were shipped on July 13, 2016, under UPS tracking number [redacted] Further review of your account reveals that Mr [redacted] called in yesterday and restarted the serviceHowever, when I spoke with you yesterday, you requested that the service remain disconnected; therefore, I once again cancelled the service Although return labels have been shipped, I removed the equipment from the account to ensure that it is not restartedPlease note that the receivers are obsolete and are not required to be returned If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted]
February 9, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 8, 2016, we received your correspondence, dated February 5, 2016, filed with the Revdex.com You said you canceled your service as your local CBS station out of FtMyers, FL, was removed from the DISH Network channel lineupYou disputed the early termination and return shipping fees Our records show that this matter was previously addressed by letter correspondence, dated February 8, 2016, through the Florida Attorney General’s OfficeI have enclosed a copy for your records If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** February 8, Mr [redacted] Office of Citizen ServicesConsumer Affairs and ProtectionOffice of the Attorney GeneralState of Florida [redacted] ** [redacted] *Re: Mr [redacted] Issue Number: [redacted] Dear Mr [redacted] : On February 8, 2016, we received your correspondence, dated February 5, 2016, regarding Mr [redacted] Mr [redacted] said he canceled his service as the Fort Myers, FL, CBS channel was removed from the channel lineupHe disputed the early termination fee and return shipping fee When I spoke with Mr [redacted] today, I informed him that because DISH Network and the owner of CBS Fort Myers, FL had not reached a contractual agreement, the channel was removed from the channel lineupHowever, an agreement was subsequently reached and the channel was restored on February 5, I advised Mr [redacted] that he established his service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentWe reveal in all our agreements that DISH Network has the right to change, add, delete or rearrange programming at any timeThe DHA agreement also states that the customer agrees to bear all costs and expenses of the equipment returnI have enclosed a copy of Mr [redacted] signed DHA agreement for your review Since Mr [redacted] service was disconnected prior to the promotional fulfillment date, he was billed $for an early termination fee and a $return box fee for the equipment returnWe ask that the balance of $(plus tax) be paid for these fees and service rendered We regret any inconvenience Mr [redacted] may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] Enclosure cc: Mr [redacted] [redacted] *** [redacted] ** *** [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ October 12, Mr [redacted] Barker Hollow Pass Austin, TX XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 6, 2015, we received your complaint, dated October 5, 2015, filed with the Revdex.com You indicated that you had service for many years under account number XXXXXXXXXXXXXXXX at your summer cabinIn June you contacted DISH Network and the sales representative provided you with new equipment and a new account numberYou maintain that the DISH Pause guidelines were not disclosedYou requested that we review the callYou disputed that you are in a 24-month commitment and the $pause fee and that the commitment is extended each time you place your account on DISH Pause I was unable to locate account number XXXXXXXXXXXXXXXX When I spoke with you by telephone today, I informed you that there is no sale call available, as it has been over a year and calls are not kept longer than that This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which included free installation of leased equipment, free activation, free programming and monthly discountsOnce the service is disconnected, the leased equipment is required to be returned directly to DISH Network The DHA agreement is a commitment for consecutive months of programming and it requires a minimum programming packageWhen an account is placed on DISH Pause, the minimum required package is not metTherefore, when the service is reactivated, the commitment is extended by the number of months that the account was pausedThis includes a monthly $fee Because the equipment is leased, the service cannot be disconnected each time you leave as the system will expect the equipment to be returnedThe only way to accomplish that would be to purchase the equipment During our conversation, you informed me that on a previous occasion, you were provided a credit to cover the $fee for the nine months that your service was in DISH PauseI agreed to apply a $credit to your accountAs an exception, I also waived the 24-month commitment Regarding the signed agreement: after the installation, the technician provides the customer with an electronic device to signPlease note that the signature that is gathered is not on a paper documentit is on an electronic tabletThe electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the settlement as they have agreed to the fact that there is no contract, there will be no contract, and have agreed to give me the Hopper, ***, and installation for free, as was guaranteed during the sales call when the equipment was ordered
Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: They continue to remove the channels I was watching because of my complaintThey still lieThey purposely turned off channels that I frequented then told me that they were sorry and that my monthly bill would be $for six monthsthen I get my bill and it is over $And they wonder why I'm disgusted to talk to themThey aren't worth the effort Sincerely, [redacted]
October 10, Dear Ms [redacted] : On October 6, 2016, we received your complaint, dated October 5, 2016, filed with the Revdex.com You stated that due to a financial hardship your DISH Network account was recently disconnectedYou were informed that you would be charged an early termination feeYour attempts to make payment arrangements have been unsuccessful and you continue to be contacted regarding the account balanceYou would like this matter resolved In our email correspondence today, I offered to place your account on DISH Pause for nine monthsAdditionally, we arranged payment of the past-due account balance for the end of the monthYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] 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 [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] I am NOT satisfied but have spoken with them and explainedI will NEVER acquire their services ever again as I have advised others to do the sameI have friends who have had similar problems and are just as upset but I guess they can just pocket [redacted] us!! Their service is so bad as well as the customer service They keep BEGGING me to come back!! I guess that is the only way they make money....by making it so noone can get a break for crappy serviceThey basically say...."Sorry Sucker!!! We got you!!!"
Dear Ms [redacted] : On February 11, 2016, we received your rebuttal, dated February 11, 2016, filed with the Revdex.comYou stated that DISH Network owes you a $refund on your disconnected accountYou indicated that you were provided incorrect programming information when you purchased your service from I Dish, an independent retail service providerYou said that you disconnected your service on November 22, 2015, and DISH Network applied a $and a $debit to your bank accountThis was done without your authorization and you incurred $in non-sufficient funds (NSF) feesYou requested that these charges be refundedMy three attempts to contact you at ###-###-#### on February 12, and 16, 2016, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at [redacted] (copy enclosed), but I have not received a responseThe $collected on November 18, 2015, was your activation fee and additional receiver feeThis payment was authorized when service was established, and was not a payment for monthly serviceYour account was not disconnected when you called on November 22, 2015, because you ended the call without completing the disconnection processAs a result, the account remained active and you were charged $on December 12, 2015, through the auto-payment process you authorized when your service was establishedThese two payments were reversed and the funds were returnedAs a courtesy, I have waived your early termination fee and issued refunds for the $and $chargesThe refunds were credited to the credit card accounts that they were debited fromYour account balance is resolved and I confirmed that DISH Network refunded your $processing fee in JanuaryYou will need to provide me with a copy of your bank statement supporting the NSF fees you incurred in order to receive a refund for those chargesIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
Tell us why here...September 23, Dear Ms***: On September 12, 2016, we received your complaint, dated September 11, 2016, filed with the Revdex.comYou said that you had requested your mother’s account be disconnected in January You indicated that you received a bill on September 3, You asked that her account be disconnected and the balance clearedYou spoke with a DISH Network representative on September 9, 2016, who disconnected your mother’s service and zeroed out the balanceWhen I spoke with you, I confirmed this issue is resolvedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:am - 2:pm MDT###-###-####
Tell us why here...July 8, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On July 1, 2016, we received your complaint, dated June 29, 2016, filed with the Revdex.comYou disputed the commitment and early termination fee because you only had an additional receiver installedYou also disputed the shipping feesWhen I spoke with you by telephone today, I agreed to waive the $early termination feeAlthough the shipping fees remain valid, I removed the balance of $13.30, as an exceptionIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:am to 3:pm MDT
Initial Business Response / [redacted] (1000, 9, 2015/05/27) */ May 26, Ms[redacted] Porter, OK XXXXX Re: [redacted] Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] : On [redacted] 22, 2015, we received your complaint, dated [redacted] 21, 2015, filed with the [redacted] You said that you have been charged monthly for an extra receiver that you don't haveYou requested that we provide you a credit for the receiver charge When we spoke, I advised you that our billing policy states that you must contact us within days of receiving your bill to dispute any charges or we assume they are validHowever, as a courtesy, I agreed to apply a $account credit to be used toward your service chargesYou agreed to my resolution If there are further questions or concerns about this issue, please feel free to contact me at (***) [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team [redacted] , L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (***) [redacted] cc: Denver / Boulder [redacted] Denver, CO XXXXX [redacted]
December 22, Ms [redacted] Re: Revdex.com Complaint # [redacted] Dear Ms***: On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Revdex.com You said that an unauthorized payment was debited from your bank account and that you were given conflicting information concerning your refund When I attempted to reach you at [redacted] on December 21, 2015, a woman answered and advised me that I had the wrong number Our records indicate that the second payment to which you referred was an electronic funds transfer (EFT) or electronic check paymentAs such, DISH Network must hold the payment for days before refunding it to ensure that the funds are actually transferred to our accountAfter the 14-day hold, we will attempt to deposit the refund electronically; however, if the electronic refund is unsuccessful, we will send a paper check As we sincerely regret any inconvenience this issue may have caused, I applied a credit to your account for $We appreciate your feedback concerning your experience and it will be used to improve our agents' interactions with our customers If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have voice recording that states separate employees told me early termination fee would be waivedAs I have already stated the conversations where between customer service as well as tech supportAnd the internet, according to tech support was improperly installed and that was the reasoning behind my internet only working intermittentlyI REFUSE TO PAY THE EARLY TERMINATION FEES AND I WILL TAKE THIS TO COURT BECAUSE I AM RIGHT AND I HAVE PROOF Sincerely, [redacted] ***
April 15, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On April 14, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com You requested to have the satellite dish removed and your roof repaired free of charge When we spoke, I advised you that DISH Network does not provide the service you requested Once a DISH Network account is disconnected, the dish is considered a permanent fixture and it becomes the property of the homeowner While we sincerely regret any inconvenience, we are unable to honor your request If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
February 9, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 2, 2018, we received your complaint, dated February 1, 2018, filed with the Revdex.com My attempts to contact you by phone at ( [redacted] on February 6, and 8, 2018, were unsuccessful; however, I left three messagesI also sent an email to [redacted] You expressed concern with the early termination fee to disconnect your internet serviceYou maintain that the service has not worked properly and you did not receive any assistance when you contacted usYou also do not agree with our request for you to return the TRIA and you expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns Your internet service was established on March 17, 2017, with a 24-month commitmentEnclosed is a copy of your 24-month agreement for your review A review of the customer service calls on your account shows that we only received one call about service issuesA review of this call from June 27, 2017, found that your wife called in and our representative checked the modem and confirmed that it was receiving a good signalHe advised her that the data for the month had been exceeded, which caused the speed to slow downHe attempted to troubleshoot further, but your wife indicated that she did not have a computer or laptop to connect directly to the modem I made an exception and waived your term commitmentYou will not be charged an early termination fee if you choose to disconnect your service We appreciate your feedback regarding our equipment return policyWhen you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationshipAs we do not require the return of the satellite dish, we will not schedule a technicianAdditionally, we only ask that the TRIA be return if it is accessiblePlease contact me directly once your service is disconnected so I may waive the requirement to return the TRIA We appreciate that you brought your customer service concerns to our attention so 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 (720) 514- Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because:As I had explained the first check had finally arrived and I had cashed itIt cleared and has not been since rejectedI was confused about which check it might have been and had been waiting for my money since October so I cashed the checkSince then the new check arrivedI have it and can send it backJust awaiting word as to what I need to do Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ October 6, [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 30, 2015, we received your complaint, dated September 29, 2015, filed with the Revdex.com You indicated that you called around September 3, 2015, to request a deferred payment to September 21, However, your payment was automatically debited on September 7, You requested a refund and reimbursement for overdraft fees When I spoke with you by telephone today, I explained that since you are enrolled in Credit Card AutoPay (CCA), the payment is automatically collected from your debit/credit card account on the due dateIt cannot be suppressed unless it is removed from CCATo change information, we require at least seven to ten days advance notificationI apologize for the information you received Our records reveal that we reimbursed $for the overdraft feesA refund cannot be submitted if the balance is dueHowever, I applied a $credit to your account and you may disregard the September 22, 2015, billing statement If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
May 30, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On May 25, 2017, we received your complaint, dated May 24, 2017, filed with the Revdex.com You said that when you agreed to a new contract, you were told your monthly rate would be $You would like to have the monthly rate you were quoted, compensation, and to be released from your contract When we spoke by phone, I told you that I reviewed the call during which you agreed to our Renewal OfferI found that our agent quoted you $for your America’s Top programming package, and you were advised of the $DVR fee and the $Protection Plan feeThere is no indication you were given inaccurate informationAlthough I am unable to release you from your contract, I will provide a $monthly credit for the next months, as a courtesy to you If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Dear Mr***: On January 13, 2016, we received your correspondence, dated January 12, 2016, filed with the Revdex.comYou maintain that you have three televisions and you disputed the additional receiver feesYou also disputed the early termination fee and expressed concern with the customer service you receivedWhen we spoke today, I attempted to explain that you participated in the DISH’n It Up promotion with a 24-month commitment on June 15, Therefore, an early termination fee is associated with this promotion if the service is disconnected prior to the promotional fulfillment dateYou currently have a Hopper w/Sling and three wireless Joey receivers active that supports four television connectionsOur receiver fees are based on the number of receivers active and the receiver functionalityThese fees cannot be waivedOur records show that you previously received a $monthly credit for ten months and the last credit was applied on December 3, As a result, you were billed the regular programming priceWhen you called on January 11, 2016, an exception was made and an additional $monthly credit was applied to your account for monthsWhen this credit ends the regular price will apply Although the early termination fee is valid, I made an exception and waived your term commitmentYou may cancel the service at any time without penaltyI also reviewed your recorded calls and found that our agents addressed your concerns in a professional mannerI regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####