Initial Business Response /* (1000, 10, 2015/07/08) */
July 2,
Ms*** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with the
Revdex.com
You maintain you made arrangements with a collection agency to settle your DISH Network accountYou disputed the balance due and the collection attempts
I attempted to reach you at (XXX) XXX-XXXX on June 30, 2015, and July and 2, I left three voice messages
We have no record of the agreement you describedNevertheless, I reversed the balance of $from your account
As of June 30, 2015, your account is at a zero balanceThe negative mark will be removed from your credit reportPlease allow eight weeks for processing with the credit bureaus
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
January 5, 2017 Dear Ms***: On December 15, 2016, we received your complaint, dated December 14, 2016, filed with the Revdex.com. You indicated that you have been without phone service since December 1, You requested that your service be
restored. When we spoke on December 15, 2016, I advised you that we are working with CenturyLink to repair the service, and I scheduled a CenturyLink technician to come to your home. You confirmed that your phone service was restored on December 24, 2016; however, the line was noisy with staticI advised you that I would communicate with CenturyLink to correct that situation. We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and we appreciate your patience while we work with CenturyLink to resolve the issues you are experiencing with your phone service. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 8:am-4:pm MST, MON-FRI###-###-####
December 17,
*** *** ***
*** *** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
8***###-###-####
Dear Ms***
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com
You
stated that you have recently experienced billing issues with your DISH Network accountYou have not received credit for the return of a sound bar, two of your monthly payments were duplicated, and your billing due date changedYou requested that these matters be resolved
When we spoke today, I confirmed that credit for your sound bar return was applied to your account on
December 7, 2015, resolving the outstanding balance on your accountWe reviewed your payment concerns and I advised you that your billing due date did change effective August You accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Complaint: ***
I am rejecting this response because: He was specifically told Do not attach to the roof! I guess it is my fault in thinking that the tech would do as toldThe dish was already in place when presented with a form to signWhat could have been done then it was too late he had already attached the dish when to not to attach to the roofWhat would have dish done if I refused to sign because your tech didn't honor my requestThe tech also told me that when I got a call on rating his service that I was to give him all (excellent) because if I gave him anything less then he would be penalizedWow a tech telling me how to rate his service!! Way to go dish for hiring first class techs
Sincerely,
*** ***
March 9, Mr*** *** *** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On February 26, 2018, we received your complaint, dated February 25, 2018, filed with the Revdex.com You said that you placed your DISH Network account on DISH Pause but then noticed that you were being charged for service. You requested a refund of all charges since your account was removed from pause When we spoke, I informed you that I reviewed the call you made to pause your serviceIt revealed that the agent advised you that after nine months, your programming and rate would resume automatically unless you contacted us to disconnect or resume your service prior to that. As I explained, DISH Network has no way of knowing if you moved or if you are not receiving service unless we are notified. As a courtesy, I offered to refund three months of charges, but you declined As we received no contact concerning your account, and as our records show that you were provided with our DISH Pause disclosures, we are unable to provide you with the refund you requested If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
January 14, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 13, 2016, we received your complaint, dated January 7, 2016, filed with the Revdex.com You expressed concern about your recent experience with technical issues and the level of customer service you received When we spoke, you advised me that your technical issue has been resolved We sincerely regret the inconvenience this issue caused. In appreciation of your patience, I applied a one-time credit of $and I waived the cost of the surge protector installed in your home I’ve forwarded your concern to the appropriate department for internal review. We sincerely appreciate your feedback concerning your experience 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 *** ***
September 14, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On September 11, 2017, we received your complaint, dated August 1, 2017, filed with the Revdex.com You expressed concern with your experience cancelling your DISH Network installation I attempted to reach you at *** *** on September 12, 13, and 14, 2017, and I left three voicemails. I also emailed you at *** In my last message, I confirmed that your account is cancelled with a zero balance We sincerely regret any inconvenience this issue may have caused, and we appreciate you bringing your experience to our attention so we may address it internally 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: Both *** and Dish are completely inflexible on this issue Dish claims that they can't undo the charge once unbundled, and *** link refuses to supply a credit as it is a Dish charge The initial error was with *** misrepresenting how to close the account, and the second error was with Dish crediting only month's charges when they should have credited back in September before the accounts were unbundled Despite my following the instructions I was given to wait several billing cycles the $balance remains.
Sincerely,
*** *** ***
Complaint: ***
I am rejecting this response because: I have never been made aware of a $charge, and was never charged $aside from the $that was stolen from me by DISH networkMs Ana V*** is now creating new rules and charges to back up her claim that I am the one responsible for not returning the equipment in a timely mannerI still have the second tracking number that was issued to me by DISH, after the first box that was supposedly shipped to me, never reached the intended destinationThe second tracking number showed that the box never left the DISH facility, and still hadn't when I was wrongfully charged $162.00, therefore it never was in my possession to return the equipmentMs V*** needs to acknowledge her and her staff's error, and do what is necessary to reinstate good character and good business practices on their partI was out the $for two weeks -- that was rightfully MY money, and not Dish's for them to hold as hostage for two weeksI am owed $to compensate for the hassle I have been put through for their errorMs V*** and her staff need to be held accountable for their errors in order to prevent something like this happening again to me or someone else
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***They can call me to schedule a nother visit as long as it does not conflict with my schedule my daughter is severely ill and in the hospital however someone can call today or tomorrow to schedule another managers visit
Initial Business Response /* (1000, 5, 2015/08/24) */
August 14,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 10, 2015, we received your complaint, dated August 7, 2015, filed with
the Revdex.comMy attempts to reach you by phone on August 12, and 14, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that you didn't agree to extend your contract when you added an additional receiverYou expressed concern regarding being charged an early termination fee and you requested a refund
A review of your account reveals that you agreed to an equipment upgrade with a 24-month commitmentAlthough we consider the charge to be accurate, I waived the $early termination feeA refund will be provided within the next three business days
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Ms***: On April 13, 2016, we received your complaint, dated April 10, 2016, filed with the Revdex.comYou said that your monthly rate increased and you disputed the late feeI attempted to reach you at ###-###-#### on April 14, and 18, 2016, but I was only able to leave
one voicemailIn my message, I advised you that your monthly rate did not increase but the monthly credits you were receiving endedOur records indicate that we did not receive a payment for the bill that generated on January 1, 2016. Your balance for January carried over to your February bill, causing it to be higher. We have not received a full payment for your balance since, which causes $late fees to be applied to your account. To avoid late fees in the future, please pay your full bill balance by the due dateWhile we sincerely regret any confusion this issue may have caused, we are unable to honor your request to waive your 24-month commitmentIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Dear Mr***: On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.comYou disputed the early termination fee associated with your DISH Network account. You moved to a residence where foliage blocks the signal to the dish, and you
requested to have the fee and your balance waivedWhen we spoke, I advised you that I made an exception and waived your $early termination fee and your remaining $balanceWe sincerely regret any inconvenience this issue may have causedIf 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, 10, 2015/10/16) */
October 13,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
`XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 6, 2015, we received your correspondence, dated October 5, 2015,
filed with the Revdex.com
You stated that when you purchased your DISH Network service from Dish One Satellite, an independent retail service provider, you were promised programming that was not offered by DISH NetworkThis led you to disconnect the service days after installationYou requested that the $balance on your account be resolvedAdditionally, you requested no further contact from DISH Network
To address your concerns, I have resolved the $balance and confirmed that your account has been placed on our internal Do Not Contact list
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/09/04) */
September 3,
*** *** ***
*** *** St
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 23, 2015, filed
with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 5, and 8, 2015, and I left three messages
In addition, I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 27, 2015, and on September and 2, I left three messages
You indicated that you experienced technical issues for a week and expressed concern that when you contacted us, you were unable to schedule a technician visit for the same day
Unfortunately, our technician visits cannot usually be scheduled for the same dayThis is because our technician routes and schedules have already been plotted for the dayAs each technician visit deserves the utmost attention, we are rarely able to specifically predict how long each one may takeI sincerely apologize on behalf of DISH Network
During the technician visit that was completed on August 30, 2015, it was determined that the pole was not secure and we relocated the satellite dish to a temporary mount
Although you stated that you experienced technical issues for a week, a review of this account does not reveal any technical issues reported prior to August 23, 2015, at 3:pm MSTA $credit was applied to your account for the inconvenience
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 1, Dear Ms***: On July 28, 2016, we received your complaint, dated July 26, 2016, filed with the Revdex.com You said that you were experiencing technical issues, but you did not wish to have a technician visit When we
spoke, I advised you that the troubleshooting you did when you contacted us by phone pinpointed an issue that must be resolved through a technician visitI offered to schedule an appointment, but you declined and then advised me to take no action Please contact us at *** *** to schedule a technician so we might resolve your technical issues 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, 15, 2015/10/22) */
October 14,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed
with the Revdex.com
You said that you were overcharged $and you requested a refund
When we spoke, I advised you that you were given a monthly $credit for six monthsDue to unfortunate timing, your first credit hit the day after your due date, causing your whole balance to be debitedAs such, your July payment was $less than your regular rate
I offered to apply a $refund, but I also explained that it would increase your balance by $20.00, as the original $credit had already been usedYou advised me to forget it and terminated our call
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 23, 2015/11/09) */
Please see attachment
Final Business Response /* (4000, 25, 2015/11/11) */
November 10,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 10, 2015, we received your rebuttal, dated November 4, 2015, filed with the Revdex.com
You said that you do not understand how a $refund would result in a $charge being applied to your account
As I explained in my previous response, the $credit to which you refer was already used when your July payment was $less than your monthly rateAs you are receiving the monthly adjustment that you were offered, we are unable to provide further adjustments for this issue
We sincerely regret any confusion this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2016/01/05) */
December 31,
Mr*** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 30, 2015, we received your complaint, dated December 29, 2015,
filed with the Revdex.com
You said that you agreed to an equipment upgrade without a commitmentHowever, you found that you were put under a two-year agreementYou requested that we provide you with written confirmation that you are not under a contract
When we spoke, I informed you that the commitment had been removed from your accountYou may disconnect your account without penalty at any time
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They accepted that I am NOT under contractThat's all I was asking:)
Complaint: ***
I am rejecting this response because: I have had to continue to pay for the service while waiting for a response for going on monthsThe Customer Service Rep stated regardless of I paid for the account or not they would still charge whatever bank account was listed on the account and they did not have to have my on to do so.
Sincerely,
*** ***
August 30, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On August 28, 2017, we received your complaint, dated August 27, 2017, filed with the Revdex.com You expressed concern regarding the new user interface on your receiverYou said that you plan on disconnecting your service because your request for an equipment upgrade with no contract and no additional monthly charges was denied When we spoke, I informed you that we are working on a software update to resolve the issues you are experiencingI offered you a free Hopper upgrade with no contract and I agreed to waive the $additional monthly charge for monthsYou said that you will consider my offer and call me back If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 10, 2015/07/08) */
July 2,
Ms*** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with the
Revdex.com
You maintain you made arrangements with a collection agency to settle your DISH Network accountYou disputed the balance due and the collection attempts
I attempted to reach you at (XXX) XXX-XXXX on June 30, 2015, and July and 2, I left three voice messages
We have no record of the agreement you describedNevertheless, I reversed the balance of $from your account
As of June 30, 2015, your account is at a zero balanceThe negative mark will be removed from your credit reportPlease allow eight weeks for processing with the credit bureaus
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
January 5, 2017 Dear Ms***: On December 15, 2016, we received your complaint, dated December 14, 2016, filed with the Revdex.com. You indicated that you have been without phone service since December 1, You requested that your service be
restored. When we spoke on December 15, 2016, I advised you that we are working with CenturyLink to repair the service, and I scheduled a CenturyLink technician to come to your home. You confirmed that your phone service was restored on December 24, 2016; however, the line was noisy with staticI advised you that I would communicate with CenturyLink to correct that situation. We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and we appreciate your patience while we work with CenturyLink to resolve the issues you are experiencing with your phone service. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 8:am-4:pm MST, MON-FRI###-###-####
December 17,
*** *** ***
*** *** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
8***###-###-####
Dear Ms***
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com
You
stated that you have recently experienced billing issues with your DISH Network accountYou have not received credit for the return of a sound bar, two of your monthly payments were duplicated, and your billing due date changedYou requested that these matters be resolved
When we spoke today, I confirmed that credit for your sound bar return was applied to your account on
December 7, 2015, resolving the outstanding balance on your accountWe reviewed your payment concerns and I advised you that your billing due date did change effective August You accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Complaint: ***
I am rejecting this response because: He was specifically told Do not attach to the roof! I guess it is my fault in thinking that the tech would do as toldThe dish was already in place when presented with a form to signWhat could have been done then it was too late he had already attached the dish when to not to attach to the roofWhat would have dish done if I refused to sign because your tech didn't honor my requestThe tech also told me that when I got a call on rating his service that I was to give him all (excellent) because if I gave him anything less then he would be penalizedWow a tech telling me how to rate his service!! Way to go dish for hiring first class techs
Sincerely,
*** ***
March 9, Mr*** *** *** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On February 26, 2018, we received your complaint, dated February 25, 2018, filed with the Revdex.com You said that you placed your DISH Network account on DISH Pause but then noticed that you were being charged for service. You requested a refund of all charges since your account was removed from pause When we spoke, I informed you that I reviewed the call you made to pause your serviceIt revealed that the agent advised you that after nine months, your programming and rate would resume automatically unless you contacted us to disconnect or resume your service prior to that. As I explained, DISH Network has no way of knowing if you moved or if you are not receiving service unless we are notified. As a courtesy, I offered to refund three months of charges, but you declined As we received no contact concerning your account, and as our records show that you were provided with our DISH Pause disclosures, we are unable to provide you with the refund you requested If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
January 14, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 13, 2016, we received your complaint, dated January 7, 2016, filed with the Revdex.com You expressed concern about your recent experience with technical issues and the level of customer service you received When we spoke, you advised me that your technical issue has been resolved We sincerely regret the inconvenience this issue caused. In appreciation of your patience, I applied a one-time credit of $and I waived the cost of the surge protector installed in your home I’ve forwarded your concern to the appropriate department for internal review. We sincerely appreciate your feedback concerning your experience 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 *** ***
September 14, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On September 11, 2017, we received your complaint, dated August 1, 2017, filed with the Revdex.com You expressed concern with your experience cancelling your DISH Network installation I attempted to reach you at *** *** on September 12, 13, and 14, 2017, and I left three voicemails. I also emailed you at *** In my last message, I confirmed that your account is cancelled with a zero balance We sincerely regret any inconvenience this issue may have caused, and we appreciate you bringing your experience to our attention so we may address it internally 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: Both *** and Dish are completely inflexible on this issue Dish claims that they can't undo the charge once unbundled, and *** link refuses to supply a credit as it is a Dish charge The initial error was with *** misrepresenting how to close the account, and the second error was with Dish crediting only month's charges when they should have credited back in September before the accounts were unbundled Despite my following the instructions I was given to wait several billing cycles the $balance remains.
Sincerely,
*** *** ***
Complaint: ***
I am rejecting this response because: I have never been made aware of a $charge, and was never charged $aside from the $that was stolen from me by DISH networkMs Ana V*** is now creating new rules and charges to back up her claim that I am the one responsible for not returning the equipment in a timely mannerI still have the second tracking number that was issued to me by DISH, after the first box that was supposedly shipped to me, never reached the intended destinationThe second tracking number showed that the box never left the DISH facility, and still hadn't when I was wrongfully charged $162.00, therefore it never was in my possession to return the equipmentMs V*** needs to acknowledge her and her staff's error, and do what is necessary to reinstate good character and good business practices on their partI was out the $for two weeks -- that was rightfully MY money, and not Dish's for them to hold as hostage for two weeksI am owed $to compensate for the hassle I have been put through for their errorMs V*** and her staff need to be held accountable for their errors in order to prevent something like this happening again to me or someone else
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***They can call me to schedule a nother visit as long as it does not conflict with my schedule my daughter is severely ill and in the hospital however someone can call today or tomorrow to schedule another managers visit
Initial Business Response /* (1000, 5, 2015/08/24) */
August 14,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 10, 2015, we received your complaint, dated August 7, 2015, filed with
the Revdex.comMy attempts to reach you by phone on August 12, and 14, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that you didn't agree to extend your contract when you added an additional receiverYou expressed concern regarding being charged an early termination fee and you requested a refund
A review of your account reveals that you agreed to an equipment upgrade with a 24-month commitmentAlthough we consider the charge to be accurate, I waived the $early termination feeA refund will be provided within the next three business days
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Ms***: On April 13, 2016, we received your complaint, dated April 10, 2016, filed with the Revdex.comYou said that your monthly rate increased and you disputed the late feeI attempted to reach you at ###-###-#### on April 14, and 18, 2016, but I was only able to leave
one voicemailIn my message, I advised you that your monthly rate did not increase but the monthly credits you were receiving endedOur records indicate that we did not receive a payment for the bill that generated on January 1, 2016. Your balance for January carried over to your February bill, causing it to be higher. We have not received a full payment for your balance since, which causes $late fees to be applied to your account. To avoid late fees in the future, please pay your full bill balance by the due dateWhile we sincerely regret any confusion this issue may have caused, we are unable to honor your request to waive your 24-month commitmentIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Dear Mr***: On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.comYou disputed the early termination fee associated with your DISH Network account. You moved to a residence where foliage blocks the signal to the dish, and you
requested to have the fee and your balance waivedWhen we spoke, I advised you that I made an exception and waived your $early termination fee and your remaining $balanceWe sincerely regret any inconvenience this issue may have causedIf 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, 10, 2015/10/16) */
October 13,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
`XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 6, 2015, we received your correspondence, dated October 5, 2015,
filed with the Revdex.com
You stated that when you purchased your DISH Network service from Dish One Satellite, an independent retail service provider, you were promised programming that was not offered by DISH NetworkThis led you to disconnect the service days after installationYou requested that the $balance on your account be resolvedAdditionally, you requested no further contact from DISH Network
To address your concerns, I have resolved the $balance and confirmed that your account has been placed on our internal Do Not Contact list
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/09/04) */
September 3,
*** *** ***
*** *** St
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 23, 2015, filed
with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 5, and 8, 2015, and I left three messages
In addition, I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 27, 2015, and on September and 2, I left three messages
You indicated that you experienced technical issues for a week and expressed concern that when you contacted us, you were unable to schedule a technician visit for the same day
Unfortunately, our technician visits cannot usually be scheduled for the same dayThis is because our technician routes and schedules have already been plotted for the dayAs each technician visit deserves the utmost attention, we are rarely able to specifically predict how long each one may takeI sincerely apologize on behalf of DISH Network
During the technician visit that was completed on August 30, 2015, it was determined that the pole was not secure and we relocated the satellite dish to a temporary mount
Although you stated that you experienced technical issues for a week, a review of this account does not reveal any technical issues reported prior to August 23, 2015, at 3:pm MSTA $credit was applied to your account for the inconvenience
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 1, Dear Ms***: On July 28, 2016, we received your complaint, dated July 26, 2016, filed with the Revdex.com You said that you were experiencing technical issues, but you did not wish to have a technician visit When we
spoke, I advised you that the troubleshooting you did when you contacted us by phone pinpointed an issue that must be resolved through a technician visitI offered to schedule an appointment, but you declined and then advised me to take no action Please contact us at *** *** to schedule a technician so we might resolve your technical issues 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, 15, 2015/10/22) */
October 14,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed
with the Revdex.com
You said that you were overcharged $and you requested a refund
When we spoke, I advised you that you were given a monthly $credit for six monthsDue to unfortunate timing, your first credit hit the day after your due date, causing your whole balance to be debitedAs such, your July payment was $less than your regular rate
I offered to apply a $refund, but I also explained that it would increase your balance by $20.00, as the original $credit had already been usedYou advised me to forget it and terminated our call
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 23, 2015/11/09) */
Please see attachment
Final Business Response /* (4000, 25, 2015/11/11) */
November 10,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 10, 2015, we received your rebuttal, dated November 4, 2015, filed with the Revdex.com
You said that you do not understand how a $refund would result in a $charge being applied to your account
As I explained in my previous response, the $credit to which you refer was already used when your July payment was $less than your monthly rateAs you are receiving the monthly adjustment that you were offered, we are unable to provide further adjustments for this issue
We sincerely regret any confusion this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2016/01/05) */
December 31,
Mr*** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 30, 2015, we received your complaint, dated December 29, 2015,
filed with the Revdex.com
You said that you agreed to an equipment upgrade without a commitmentHowever, you found that you were put under a two-year agreementYou requested that we provide you with written confirmation that you are not under a contract
When we spoke, I informed you that the commitment had been removed from your accountYou may disconnect your account without penalty at any time
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They accepted that I am NOT under contractThat's all I was asking:)
Complaint: ***
I am rejecting this response because: I have had to continue to pay for the service while waiting for a response for going on monthsThe Customer Service Rep stated regardless of I paid for the account or not they would still charge whatever bank account was listed on the account and they did not have to have my on to do so.
Sincerely,
*** ***
August 30, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On August 28, 2017, we received your complaint, dated August 27, 2017, filed with the Revdex.com You expressed concern regarding the new user interface on your receiverYou said that you plan on disconnecting your service because your request for an equipment upgrade with no contract and no additional monthly charges was denied When we spoke, I informed you that we are working on a software update to resolve the issues you are experiencingI offered you a free Hopper upgrade with no contract and I agreed to waive the $additional monthly charge for monthsYou said that you will consider my offer and call me back If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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