Initial Business Response /* (1000, 11, 2015/09/03) */
August 25,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 21, 2015, we received your complaint, dated August 20, 2015,
filed with the Revdex.comMy attempts to reach you by phone on August 21, and 25, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said we failed to provide you with access to our DISH Anywhere service and you were not told that using the internet for this purpose would consume the majority of your allotted gigabytesYou requested that the early termination fees be waived, a write off for all charges, your equipment be picked up, that no negative information be reported on your credit file and to receive a refund for the service that didn't work
We reviewed the recording of your sales call and found out that our agent informed you that we do not recommend that you use the service for streaming, due to the data caps with the serviceDISH Anywhere only works with internet access
I am unable to meet any of your requestsWe consider your balance of $to be accurateIf you restart your service, I will waive the early termination fees and reinstate the promotional credits you lost when your account was closedI enclosed a copy of your contract for your records
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
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/04/29) */
April 28,
Ms*** *** and Ms*** *** ***
*** ** *** ***., Apt***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms*** and Ms*** ***:
On April 21, 2015, we
received your complaint, dated April 20, 2015, filed with the Revdex.com
You said that you disconnected your account but continued to be billedYou disputed the $balance associated with the account and requested a refund
I attempted to reach you at the number associated with your account, (***) ***-***, on April 23, 27, and 28, 2015, but each call failed and I was unable to leave a message
Our records do not reflect any requests to disconnect the service until March 10, I made an exception and waived the $balance as a courtesy; however, without any record of a request to disconnect the account, I am unable to provide further adjustments or refunds
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Complaint: ***
I am rejecting this response because: that plan was just changed and updated after playing phone tag with the representative....I wanted a representative to calculate my payment s for the last months and my bill was supposed to be no more than a month or lower due to the promise of giving me the introductory rate for new customers because of my loyalty...The new reduce plan they just changed my plan to has half the programming I used to haveI tried to change to *** and my wiring that was built into my home has been crossed or piggybacked to the extent I would need to pay for service call for them to rewire my home as it was before they came to install services They should have been able to install Thier equipment without messing up my cable hardwired home...I need them to call me anytime before 9:so the van address my concerns..And I would like this complaint changed to public from Private
Sincerely,
*** ***
November 4, Dear Ms***: On November 3, 2016, we received your complaint, dated October 31, 2016, filed with the Revdex.com You subscribed to TV and internet service and you indicated that the price increased after the first year, even
though it should have been set for two yearsYou disconnected your account and disputed the early termination fee This account was activated under the Digital Home (DHA) 24-month agreement, which includes an early termination fee if the commitment is not fulfilled You enrolled in a 12-month promotion that provided you with a $monthly credit for TV service for the first yearThis is not the same thing as the 24-month agreement When I spoke with you by telephone today, I agreed to waive the early termination fee for internet serviceHowever, the TV early termination fee remains validI also offered to reduce your programming to a lesser-priced packageYou declined this offer and you chose to pay the TV early termination fee The remaining balance is $ If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
January 5,
Ms*** ***
*** ** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On January 4, 2016, we received your rebuttal, dated December 23, 2015, filed with the Revdex.com
You said you have not received notification that you are not under contract for DISH Network service and you did not receive a credit I offered you
You are currently not under a contractual agreement with DISH Network
I apologize for stating that I applied a $monthly credit for ten months to your account, as I was referring to the $monthly credit for ten months we agreed to provide you on December 3,
If there are further questions or concerns about this issue, please feel free to contact me at *** ***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Complaint Response Date bumped because: Data Base Migration
Dear Ms***: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.comYou stated that in October and November you made payments to your disconnected DISH Network account in errorYou contacted DISH Network to obtain a
refundYou were assured that a refund would be provided; however, you have not received itYou requested that this matter be resolvedWhen we spoke today, I advised you that a refund check for $was mailed to you on November 24, You confirmed the mailing address but indicated that you did not receive the paymentI requested that our refunds department reissue the paymentYou accepted this resolutionIf 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3,
Ms*** ***
*** *** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with
the Revdex.com
You said that you received misinformation from our representatives; however, you did not specifyYou also expressed dissatisfaction with the customer service you received
When we spoke today, you advised me that you were concerned with your account billing
You currently subscribe to the America's Top package, Super Station WWOR, Multi-Sport Pack with DVR service and a HD receiver fee
The monthly billing rate before tax is $To assist with the monthly billing, I applied a $monthly credit for ten months to your account
We apologize for any inconvenience you may have experiencedYour feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
April 29, Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on April 26, and 29, 2016, and I left three messages You expressed concern that you were sold new equipment and enrolled in a new 24-month agreement when you movedYou indicated that your equipment did not need to be replaced as you received programming prior to the move A review of your account reveals that when you moved, a sightline for you to receive your previous service could not be obtainedTherefore, new equipment needed to be installed in order for you to continue to receive programming, but through a different sightlineAlthough you were able to receive programming prior to your move, your equipment is obsoletePlease note you were not charged for the new equipmentAdditionally, this upgrade did not require a new 24-month agreement and you will not be charged an early termination feeI apologize for the information you received previously to the contrary If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
* cc:
Initial Business Response /* (1000, 5, 2015/08/31) */
August 28,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with the
Revdex.com
You said that your receiver went out due to a power outage eight days after the installationYou disputed the early termination and surge protector fees
Our records reveal that you reported technical issues on August 24, On this date we offered to schedule a free technician visit to resolve this matterYou declined and the service was disconnected per your request
When we spoke today, I advised you that because your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was appliedAlthough DISH Network was not provided an opportunity to resolve the technical issues, I made an exception and reversed the early termination fee from your account
I also informed you that your signed service agreement shows that you accepted the surge protector and agreed to the costI have enclosed your signed agreement for your records
Our records indicate that the $surge protector fee was previously reversed from your accountThere is no balance due for programming
We ask that the leased equipment be returned to DISH Network to prevent unreturned equipment fees from applyingA return box with label will be delivered to your physical address (*** XXXXX) by UPS
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
*** ***
August 30, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mrs***: On August 14, 2017, we received your complaint, dated August 13, 2017, filed with the Revdex.com You indicated that DISH Network is falsely advertising TV and internet service for $a monthYou said the internet technician told you that your services would be bundled, and you asked that we bundle the services When we spoke, I advised you that I am unable to validate what the *** technician told youHowever, I was able to review a recording of the call during which you placed your order for the servicesWe found that you were quoted $for TV and $for internet serviceThere was no mention of bundling services I asked that you provide us with a copy of the advertisement that you feel is falseYou agreed to send it to me and I told you that I will follow up with you I informed you that we consider your contract to be valid but that if you wanted to disconnect your account, I would be willing to reduce your early termination fee from $to $You declined this offerI also offered to provide you with a $monthly credit for the duration of your commitmentYou also declined this offer If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because:The response still doesn't fully account for the full statement I made and is misleading in that it looks like the correction was made upon my phone call which is not the case. After making at least two phone calls to rectify the issue it wasn't until I cancelled the service and submitted a Revdex.com complaint that the issue was correctedNot to mention the double payment that was made in early NovemberAs I stated before, I had a long running relationship with Dish Network and was surprised at how easy this situation was to correct by simply reading back through their own notes as to what was promised and what was actually happeningAfter receiving the attitude that I was mistaken or lying from the last supervisor I had enough and had him cancel my service. It bothers me that somehow if one person investigates and finds what I've said to be true, then why would that not have been the case the first time aroundI'm satisfied with the response they will address this with their personnel, it's just too bad they couldn't have done a better job up front to avoid the issue in the first placeI did not seek any of the promised services but was appreciative of the generous offer which at the time I thought showed loyalty to me as a customer, only to see that wasn't the case with the avoidance of the promises over and over againI am satisfied and consider my dealings with this company now closedIn the future if ever offer anything like this again I will insist on the terms being put on paper or in an official email to ensure there's no misleading or changing of promisesLesson learned
Sincerely,
*** ***
April 6, Mr*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com You indicated that the sales representative told you that you could record up to six shows at the same time, but you were not informed that it was only during prime timeYou disconnected the service within a few days as it was not what was expected, and you disputed the early termination feeYou also mentioned some technical issues When I spoke with you by telephone today, I apologized for the confusion and I reversed the $balance from your accountBoxes for the return of the Hopper, Joey receivers and remotes will ship to the address on your accountPlease keep the return tracking numbers for your records We have no record of any technical issues reported If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
May 16, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On May 5, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com You disputed the automatic debit applied to your credit or debit card account, and you requested a refund I attempted to reach you at *** *** on May 12, and 16, 2016, and I left two voicemails In my second message, I informed you that a review of your sales call revealed that you were advised that early termination and unreturned equipment fees would be applied automatically to the credit or debit card used to qualify for the account. The funds to which you refer were for unreturned equipment, which has since been received. As such, I submitted a refund of $to be applied to your bank account Please note that a review of our records indicates that you also have an account at this same address with an outstanding balance of $1,032.15. Your account balance is the result of a $early termination fee, $for unreturned equipment, and $for service rendered, plus tax Per your request, a copy of the Digital Home Agreement is enclosed for your records If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
Initial Business Response /* (1000, 6, 2015/08/25) */
August 21,
***
Re: Revdex.com Complaint # ***
***
Dear ***:
On August 17, 2015, we received your complaint, dated August 14, 2015,
filed with the Revdex.com
You maintain that you have not received the gift cards totaling $that you were promised for the initiation of DISH Network and *** services
Your DISH Network service was activated on May 4, 2015, with a 24-month commitment through I Dish Com LLC (801-424-0018), an independent companyA review of the sales call did not find that you were told that your DISH Network and *** services would be bundledThe agent indicated that he is going to set up the TV and then set up phone and internet through a different company
During the call you mentioned that a previous agent offered you a $gift cardAt that time, the agent advised you that there are only options for $and $gift cardsThe agent offered to reduce their processing fee from $to $The call determined that the gift cards that were offered were $for DISH Network service and $for *** serviceI Dish Com LLC confirmed that both gift cards have been mailedYou may contact them directly for further information regarding the gift cards
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
***
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received gift cardsWhen I called DISH states we are not bundled with *** but we are, they did use a third party vendor to complete the package but I still never received any gift cards or was told they would lower the bill due to the confusionI was told they would take off a month for the inconvenience
Final Business Response /* (4000, 10, 2015/09/08) */
September 1,
***
Re: Revdex.com Complaint # ***
***
Dear ***:
On August 31, 2015, we received your complaint, dated August 28, 2015, filed with the Revdex.com
You maintain that your TV service is bundled with ***You also indicated that you have not received the gift cards or the $monthly credit
Please be advised that while you may also subscribe to ***, this service is not bundled with your DISH Network TV service--the services are billed separately
As previously advised, the gift cards were offered by I Dish Com LLC (801-424-0018)You may contact them regarding the status of the gift cards
A review of your account shows that while our representative offered a monthly $credit for six months, the offer was declinedAs a courtesy, I applied the offerThe first monthly credit will show up on your September 19, 2015, billing statement
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
***
October 31, Dear Mr***: On October 25, 2016, we received your complaint, dated October 20, 2016, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account A review of your account
reveals that the early termination fee in question was waived on October 20, If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO
August 4, Dear Ms***: On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com You said that you disconnected your account because we took a number of your channels awayYou also expressed concern
regarding the fee for moving your serviceYou ask that we waive your early termination fee When we spoke by phone, I informed you that we have not removed any channels from your programming packageI told you that there was a possible takedown with Viacom, but we were able to reach an agreement and the channels were never taken awayIn addition, I told you that we advertise a free move after you have been a customer for monthsThe $fee to move the service is an accurate chargeWe are unable to meet your request If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
Initial Business Response /* (1000, 4, 2015/12/17) */
December 10,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 7, 2015, we received your complaint, dated December 4, 2015,
filed with the Revdex.com
You said that you agreed to a bundled account with television, internet and phone serviceHowever, after the installation took place you found that internet is not available in your areaYou expressed concern regarding our advertisement stating that we can provide internet everywhere
When we spoke I informed you that Windstream does have internet in your areaHowever, due to Windstream not providing you with accurate information, I am willing to release you from your television contractI also advised you that DISH Network offers a satellite-based internet service that can be obtained everywhere as long as you have a clear line of sight to our satelliteYou agreed to discuss your options with your wife and call me back with a decision
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
MrDiaz from Dish was very helpful in resolving my issue, however I do believe there remains a big problem with their customer service personnel as they told us several times we could not get internetThis needs to be fixed as I'm sure others have had the same problem and just did not pursue things as I didAgain, I appreciate the assistance MrDiaz provided, he was very helpful, professional and courteous, though I did have to call back a second time when he didn't return my phone call the day after I spoke with him about the issueOver all, I'm satisfied with how things were resolved
Complaint Response Date bumped because: Holiday
Initial Business Response /* (1000, 5, 2015/06/01) */
May 28,
Ms*** ***
*** *** *** Rd
***, ** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 20, 2015, we received your correspondence, dated May 19, 2015, filed with the
Revdex.com
You said you contacted DISH Network regarding a promotion for a free Pay-Per-View (PPV) eventHowever, when you attempted to redeem the offer it was not honoredYou expressed dissatisfaction with the customer service you received
We strive to provide excellent service and apologize for any inconvenience you may have experienced
When we spoke today, I advised you that a $credit was applied to your account for the PPV event
Your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because: You made a clear offer that I exceptedYour agent said you ALWAYS save phone recordings that would and most likely DID prove my claim and this is why yoou mysteriously can't find itNow that you are restructuring, you are booting all of us from your agreements
Sincerely,
*** ***
Initial Business Response /* (1000, 11, 2015/09/03) */
August 25,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 21, 2015, we received your complaint, dated August 20, 2015,
filed with the Revdex.comMy attempts to reach you by phone on August 21, and 25, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said we failed to provide you with access to our DISH Anywhere service and you were not told that using the internet for this purpose would consume the majority of your allotted gigabytesYou requested that the early termination fees be waived, a write off for all charges, your equipment be picked up, that no negative information be reported on your credit file and to receive a refund for the service that didn't work
We reviewed the recording of your sales call and found out that our agent informed you that we do not recommend that you use the service for streaming, due to the data caps with the serviceDISH Anywhere only works with internet access
I am unable to meet any of your requestsWe consider your balance of $to be accurateIf you restart your service, I will waive the early termination fees and reinstate the promotional credits you lost when your account was closedI enclosed a copy of your contract for your records
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
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/04/29) */
April 28,
Ms*** *** and Ms*** *** ***
*** ** *** ***., Apt***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms*** and Ms*** ***:
On April 21, 2015, we
received your complaint, dated April 20, 2015, filed with the Revdex.com
You said that you disconnected your account but continued to be billedYou disputed the $balance associated with the account and requested a refund
I attempted to reach you at the number associated with your account, (***) ***-***, on April 23, 27, and 28, 2015, but each call failed and I was unable to leave a message
Our records do not reflect any requests to disconnect the service until March 10, I made an exception and waived the $balance as a courtesy; however, without any record of a request to disconnect the account, I am unable to provide further adjustments or refunds
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Complaint: ***
I am rejecting this response because: that plan was just changed and updated after playing phone tag with the representative....I wanted a representative to calculate my payment s for the last months and my bill was supposed to be no more than a month or lower due to the promise of giving me the introductory rate for new customers because of my loyalty...The new reduce plan they just changed my plan to has half the programming I used to haveI tried to change to *** and my wiring that was built into my home has been crossed or piggybacked to the extent I would need to pay for service call for them to rewire my home as it was before they came to install services They should have been able to install Thier equipment without messing up my cable hardwired home...I need them to call me anytime before 9:so the van address my concerns..And I would like this complaint changed to public from Private
Sincerely,
*** ***
November 4, Dear Ms***: On November 3, 2016, we received your complaint, dated October 31, 2016, filed with the Revdex.com You subscribed to TV and internet service and you indicated that the price increased after the first year, even
though it should have been set for two yearsYou disconnected your account and disputed the early termination fee This account was activated under the Digital Home (DHA) 24-month agreement, which includes an early termination fee if the commitment is not fulfilled You enrolled in a 12-month promotion that provided you with a $monthly credit for TV service for the first yearThis is not the same thing as the 24-month agreement When I spoke with you by telephone today, I agreed to waive the early termination fee for internet serviceHowever, the TV early termination fee remains validI also offered to reduce your programming to a lesser-priced packageYou declined this offer and you chose to pay the TV early termination fee The remaining balance is $ If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
January 5,
Ms*** ***
*** ** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On January 4, 2016, we received your rebuttal, dated December 23, 2015, filed with the Revdex.com
You said you have not received notification that you are not under contract for DISH Network service and you did not receive a credit I offered you
You are currently not under a contractual agreement with DISH Network
I apologize for stating that I applied a $monthly credit for ten months to your account, as I was referring to the $monthly credit for ten months we agreed to provide you on December 3,
If there are further questions or concerns about this issue, please feel free to contact me at *** ***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Complaint Response Date bumped because: Data Base Migration
Dear Ms***: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.comYou stated that in October and November you made payments to your disconnected DISH Network account in errorYou contacted DISH Network to obtain a
refundYou were assured that a refund would be provided; however, you have not received itYou requested that this matter be resolvedWhen we spoke today, I advised you that a refund check for $was mailed to you on November 24, You confirmed the mailing address but indicated that you did not receive the paymentI requested that our refunds department reissue the paymentYou accepted this resolutionIf 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3,
Ms*** ***
*** *** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with
the Revdex.com
You said that you received misinformation from our representatives; however, you did not specifyYou also expressed dissatisfaction with the customer service you received
When we spoke today, you advised me that you were concerned with your account billing
You currently subscribe to the America's Top package, Super Station WWOR, Multi-Sport Pack with DVR service and a HD receiver fee
The monthly billing rate before tax is $To assist with the monthly billing, I applied a $monthly credit for ten months to your account
We apologize for any inconvenience you may have experiencedYour feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
April 29, Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on April 26, and 29, 2016, and I left three messages You expressed concern that you were sold new equipment and enrolled in a new 24-month agreement when you movedYou indicated that your equipment did not need to be replaced as you received programming prior to the move A review of your account reveals that when you moved, a sightline for you to receive your previous service could not be obtainedTherefore, new equipment needed to be installed in order for you to continue to receive programming, but through a different sightlineAlthough you were able to receive programming prior to your move, your equipment is obsoletePlease note you were not charged for the new equipmentAdditionally, this upgrade did not require a new 24-month agreement and you will not be charged an early termination feeI apologize for the information you received previously to the contrary If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
* cc:
Initial Business Response /* (1000, 5, 2015/08/31) */
August 28,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with the
Revdex.com
You said that your receiver went out due to a power outage eight days after the installationYou disputed the early termination and surge protector fees
Our records reveal that you reported technical issues on August 24, On this date we offered to schedule a free technician visit to resolve this matterYou declined and the service was disconnected per your request
When we spoke today, I advised you that because your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was appliedAlthough DISH Network was not provided an opportunity to resolve the technical issues, I made an exception and reversed the early termination fee from your account
I also informed you that your signed service agreement shows that you accepted the surge protector and agreed to the costI have enclosed your signed agreement for your records
Our records indicate that the $surge protector fee was previously reversed from your accountThere is no balance due for programming
We ask that the leased equipment be returned to DISH Network to prevent unreturned equipment fees from applyingA return box with label will be delivered to your physical address (*** XXXXX) by UPS
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
*** ***
August 30, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mrs***: On August 14, 2017, we received your complaint, dated August 13, 2017, filed with the Revdex.com You indicated that DISH Network is falsely advertising TV and internet service for $a monthYou said the internet technician told you that your services would be bundled, and you asked that we bundle the services When we spoke, I advised you that I am unable to validate what the *** technician told youHowever, I was able to review a recording of the call during which you placed your order for the servicesWe found that you were quoted $for TV and $for internet serviceThere was no mention of bundling services I asked that you provide us with a copy of the advertisement that you feel is falseYou agreed to send it to me and I told you that I will follow up with you I informed you that we consider your contract to be valid but that if you wanted to disconnect your account, I would be willing to reduce your early termination fee from $to $You declined this offerI also offered to provide you with a $monthly credit for the duration of your commitmentYou also declined this offer If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because:The response still doesn't fully account for the full statement I made and is misleading in that it looks like the correction was made upon my phone call which is not the case. After making at least two phone calls to rectify the issue it wasn't until I cancelled the service and submitted a Revdex.com complaint that the issue was correctedNot to mention the double payment that was made in early NovemberAs I stated before, I had a long running relationship with Dish Network and was surprised at how easy this situation was to correct by simply reading back through their own notes as to what was promised and what was actually happeningAfter receiving the attitude that I was mistaken or lying from the last supervisor I had enough and had him cancel my service. It bothers me that somehow if one person investigates and finds what I've said to be true, then why would that not have been the case the first time aroundI'm satisfied with the response they will address this with their personnel, it's just too bad they couldn't have done a better job up front to avoid the issue in the first placeI did not seek any of the promised services but was appreciative of the generous offer which at the time I thought showed loyalty to me as a customer, only to see that wasn't the case with the avoidance of the promises over and over againI am satisfied and consider my dealings with this company now closedIn the future if ever offer anything like this again I will insist on the terms being put on paper or in an official email to ensure there's no misleading or changing of promisesLesson learned
Sincerely,
*** ***
April 6, Mr*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com You indicated that the sales representative told you that you could record up to six shows at the same time, but you were not informed that it was only during prime timeYou disconnected the service within a few days as it was not what was expected, and you disputed the early termination feeYou also mentioned some technical issues When I spoke with you by telephone today, I apologized for the confusion and I reversed the $balance from your accountBoxes for the return of the Hopper, Joey receivers and remotes will ship to the address on your accountPlease keep the return tracking numbers for your records We have no record of any technical issues reported If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
May 16, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On May 5, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com You disputed the automatic debit applied to your credit or debit card account, and you requested a refund I attempted to reach you at *** *** on May 12, and 16, 2016, and I left two voicemails In my second message, I informed you that a review of your sales call revealed that you were advised that early termination and unreturned equipment fees would be applied automatically to the credit or debit card used to qualify for the account. The funds to which you refer were for unreturned equipment, which has since been received. As such, I submitted a refund of $to be applied to your bank account Please note that a review of our records indicates that you also have an account at this same address with an outstanding balance of $1,032.15. Your account balance is the result of a $early termination fee, $for unreturned equipment, and $for service rendered, plus tax Per your request, a copy of the Digital Home Agreement is enclosed for your records If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
Initial Business Response /* (1000, 6, 2015/08/25) */
August 21,
***
Re: Revdex.com Complaint # ***
***
Dear ***:
On August 17, 2015, we received your complaint, dated August 14, 2015,
filed with the Revdex.com
You maintain that you have not received the gift cards totaling $that you were promised for the initiation of DISH Network and *** services
Your DISH Network service was activated on May 4, 2015, with a 24-month commitment through I Dish Com LLC (801-424-0018), an independent companyA review of the sales call did not find that you were told that your DISH Network and *** services would be bundledThe agent indicated that he is going to set up the TV and then set up phone and internet through a different company
During the call you mentioned that a previous agent offered you a $gift cardAt that time, the agent advised you that there are only options for $and $gift cardsThe agent offered to reduce their processing fee from $to $The call determined that the gift cards that were offered were $for DISH Network service and $for *** serviceI Dish Com LLC confirmed that both gift cards have been mailedYou may contact them directly for further information regarding the gift cards
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
***
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received gift cardsWhen I called DISH states we are not bundled with *** but we are, they did use a third party vendor to complete the package but I still never received any gift cards or was told they would lower the bill due to the confusionI was told they would take off a month for the inconvenience
Final Business Response /* (4000, 10, 2015/09/08) */
September 1,
***
Re: Revdex.com Complaint # ***
***
Dear ***:
On August 31, 2015, we received your complaint, dated August 28, 2015, filed with the Revdex.com
You maintain that your TV service is bundled with ***You also indicated that you have not received the gift cards or the $monthly credit
Please be advised that while you may also subscribe to ***, this service is not bundled with your DISH Network TV service--the services are billed separately
As previously advised, the gift cards were offered by I Dish Com LLC (801-424-0018)You may contact them regarding the status of the gift cards
A review of your account shows that while our representative offered a monthly $credit for six months, the offer was declinedAs a courtesy, I applied the offerThe first monthly credit will show up on your September 19, 2015, billing statement
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
***
October 31, Dear Mr***: On October 25, 2016, we received your complaint, dated October 20, 2016, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account A review of your account
reveals that the early termination fee in question was waived on October 20, If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO
August 4, Dear Ms***: On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com You said that you disconnected your account because we took a number of your channels awayYou also expressed concern
regarding the fee for moving your serviceYou ask that we waive your early termination fee When we spoke by phone, I informed you that we have not removed any channels from your programming packageI told you that there was a possible takedown with Viacom, but we were able to reach an agreement and the channels were never taken awayIn addition, I told you that we advertise a free move after you have been a customer for monthsThe $fee to move the service is an accurate chargeWe are unable to meet your request If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
Initial Business Response /* (1000, 4, 2015/12/17) */
December 10,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 7, 2015, we received your complaint, dated December 4, 2015,
filed with the Revdex.com
You said that you agreed to a bundled account with television, internet and phone serviceHowever, after the installation took place you found that internet is not available in your areaYou expressed concern regarding our advertisement stating that we can provide internet everywhere
When we spoke I informed you that Windstream does have internet in your areaHowever, due to Windstream not providing you with accurate information, I am willing to release you from your television contractI also advised you that DISH Network offers a satellite-based internet service that can be obtained everywhere as long as you have a clear line of sight to our satelliteYou agreed to discuss your options with your wife and call me back with a decision
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
MrDiaz from Dish was very helpful in resolving my issue, however I do believe there remains a big problem with their customer service personnel as they told us several times we could not get internetThis needs to be fixed as I'm sure others have had the same problem and just did not pursue things as I didAgain, I appreciate the assistance MrDiaz provided, he was very helpful, professional and courteous, though I did have to call back a second time when he didn't return my phone call the day after I spoke with him about the issueOver all, I'm satisfied with how things were resolved
Complaint Response Date bumped because: Holiday
Complaint: ***
I am rejecting this response because: This was filed day one when I found out about the account!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/01) */
May 28,
Ms*** ***
*** *** *** Rd
***, ** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 20, 2015, we received your correspondence, dated May 19, 2015, filed with the
Revdex.com
You said you contacted DISH Network regarding a promotion for a free Pay-Per-View (PPV) eventHowever, when you attempted to redeem the offer it was not honoredYou expressed dissatisfaction with the customer service you received
We strive to provide excellent service and apologize for any inconvenience you may have experienced
When we spoke today, I advised you that a $credit was applied to your account for the PPV event
Your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because: You made a clear offer that I exceptedYour agent said you ALWAYS save phone recordings that would and most likely DID prove my claim and this is why yoou mysteriously can't find itNow that you are restructuring, you are booting all of us from your agreements
Sincerely,
*** ***