August 5, Dear Mr***: On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com You said that you were going to move and you have seen the advertisement for free movers from DISH Network, but
when you called to set up an appointment, you were told you did not qualify for this promotionYou also disputed the $fee to put your account on DISH Pause When we spoke, I informed you that the free movers option is for customers that have been with DISH Network for more than monthsI also explained the $pause feeAs an exception, I offered to restart your service with the same promotion you were receiving and waive the movers fee ($100.00)You agreed and you said you would call me to restart your service after you are done moving 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 - Friday, 6:am - 2:pm MDT
January 12, Ms*** *** *** ** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com You expressed concern with technical issues you experiencedYou said that when you called for assistance, you were told you would not be transferred to technical support unless you purchased a protection plan for $ My attempts to contact you by phone at *** *** and *** *** on January 10, and 12, 2017, were unsuccessful, but I was able to leave you two messages I was unable to verify your claim; however, I will be happy to assist you with any issues you may be experiencingIf a technician is required, I will waive the cost for the visit as a one-time courtesy Please note that our standard process for assisting with technical issues is to attempt to troubleshoot the problem firstIf we are unsuccessful in resolving the issue, we can schedule a technician to assist youThe cost for a technician visit is $unless you have DISH Protect Silver, and then the fee would only be $DISH Protect Silver is $per month and it provides many additional benefits, such as free shipping and identity theft protection If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, Gabriel R*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***
Initial Business Response /* (1000, 5, 2015/10/02) */
October 1,
*** *** ***
** *** ***
*** ** ***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 23, 2015, we received your complaint, dated September 22, 2015,
filed with the Revdex.com
You said that a satellite dish was installed on your property without your authorizationYou requested to have your roof repaired
When we spoke, I advised you that our records indicate you have a damage claim open with our Corporate Field Resolutions (CFR) TeamYou indicated that the subcontractor who installed the dish had removed the foot plate and caulked the holes but you wanted the shingles replacedI advised you to work with your claim manager and your local subcontractor to bring about a resolution, as the claim is already in process
Please note that DISH Network requires the customer to either have permission or the authority to install our serviceIt is the customer's responsibility to get permission if they do not have the authority to make this decision
At your request, I emailed your claim manager to request that she call you again
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
*** ***
August 9, *** *** *** ***
*** ** *** ***
*** ** *** Re: Revdex.com
Complaint # ***
*** Dear Mrs***: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com I attempted to reach you at *** *** on August 7, and 9, 2017, and I left three voice messagesI also sent an email to you at ***Although you returned my call, we were unable to speak directly You expressed concern with the security process when calling our customer service line, and with the customer service you receivedYou maintain that you are the account holder and your mother-in-law, Ms*** ***, only provided her credit card account information when the account was establishedYou requested that her name be removed from the account A review of the account reveals that Ms*** *** is the account holder, as her Social Security Number was provided at the time of sale to establish the serviceMr*** *** is listed as the “Bill To” person If you would like to transfer ownership of the account, please call customer service at *** *** with *** *** so that she may authorize the transfer of ownershipIn order to complete this transfer, you or your husband must credit-qualify for the account We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agentsWe regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 17, 2017 Dear Ms***: On January 13, 2017, we received your complaint, dated January 12, 2017, filed with the Revdex.com. You stated that you recently received a $collection notice from DISH NetworkThis notification is related to a
QuickTel account you disconnected in You understood the balance was paid in full and you requested that this issue be resolved. When we spoke today, I agreed to resolve the $account balance as a courtesyI also requested that the charge be removed from the collections process and the debt be deleted from your credit reportYou accepted this resolution 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: 2:pm to11:pm MDT, MON-FRI###-###-####
Initial Business Response /* (1000, 7, 2015/09/01) */
August 26,
***
Re: ***
Dear ***:
On August 25, 2015, we received your correspondence, dated August 24, 2015,
filed with the Revdex.com
You maintain you canceled your service in December 2014, as the *** channels were removed from the channel lineupYou disputed the early termination fee
When we spoke today, I advised you that I reviewed your recorded call that took place on November 20, The call reveals that our representative advised you of the $early termination feeDuring the same call we offered to place your account on a pause status for nine months and you acceptedWe have no record that you contacted DISH Network until we received this correspondence
Please note that DISH Network and ***s reached an agreement and the channels were restored on November 21, We disclose in all our agreements that DISH Network reserves the right to change programming, packages and pricing at any timeYou may view our agreements online at www.dish.com/legal
Because I was unable to locate your signed Digital Home Advantage agreement, I reversed the $early termination fee from your account
To avoid being charged for unreturned leased equipment fees, we ask that the leased equipment be returned to DISH NetworkA return box with label will be delivered to your address by UPS
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
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 9, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
June 20, Ms*** ** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On June 7, 2016, we received your complaint, dated June 4, 2016, filed with the Revdex.com You maintain that you did not authorize a payment of $for DISH Network service for a relative, and you did not authorize a $fee from DISH NetworkYou requested a refund When I spoke with you, I informed you that DISH Network did not auto-collect this paymentSomeone who has access to this DISH Network account manually processed a $payment through our automated telephone system on May 14, As an exception, I submitted a refund for $Please allow three to five business days for the process to be completed 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
December 21,
Mr*** ***
*** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Mr***:
On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Revdex.com
You said that you were
told your monthly rate would be $for months and that we are not honoring this offer
When we spoke, I informed you that our records reflect that on July 27, 2014, we offered you a $monthly credit for months with HBO for half price ($9.50) for six monthsI advised you that HBO was not removed after the six months; therefore, your monthly rate increased by $a monthWe also experienced a $increase for your programming package in February
We consider the charges on your account to be accurate, but we will continue to apply the $credit until February
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
*** ***
Initial Business Response /* (1000, 5, 2015/08/07) */
July 31,
Mr*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with
the Revdex.com
You maintain that you were offered a $refund which you did not receiveYou requested this refund and to have your early termination fee waived
When we spoke, I advised you that a review of the notes on your account and of your calls, I was unable to locate an offer for a refundPlease note that the $balance to which you referred was correct; as such, no adjustment was warranted
As our records indicate that you already received adjustments to your bill, we are unable to apply more credits to your account or waive your early termination fee
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
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer for a refund and adjustment to the monthly bill going forward was in a second conversation with an account managerThis part of the conversation was not reviewed by Dish and was disregardedI am owed the $and have discontinued my service with Dish due to their failure to acknowledge what actually happened
Final Business Response /* (4000, 9, 2015/08/25) */
August 24,
Mr*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your complaint, dated August 15, 2015, filed with the Revdex.com
You maintain that you were offered a $refund
I attempted to reach you at (XXX) XXX-XXXX on August 20, and 24, 2015, and I left three voicemails
In my last message I advised you that I reviewed all your calls from July on and found that you requested a refund but one was never offered, as your bill was correct for the service you receivedAs such, we are unable to apply any further adjustments to your account
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
Cherokee St
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
April 18, *** *** ***
*** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On April 6, 2017, we received your complaint, dated April 5, 2017, filed with the Revdex.com You stated that when you purchased your DISH Network service through ***, you were supposed to receive internet service and a $promotional gift card*** never completed the internet installation and you never received the $gift card offer When we spoke on April 12, 2017, I advised you that the internet installation was not completed because *** did not have service available in your areaTheir gift card offer was contingent on the installation of the internet service You indicated that a DISH Network representative offered to apply credit to your account to offset the gift card offerI agreed to review your recorded call records After reviewing your recorded calls, I was unable to confirm your claimAlthough this was a *** promotional offer, as a courtesy, I was able to get you a DISH Network $*** gift cardWhen we spoke today, you accepted this resolutionPlease allow six to eight weeks for delivery. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because:I attempted to contact the representative on multiple occasions and was sent to voicemail every time and did not receive a response within the days so I moved on to another company
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** For further clarification. *** with Dish did call and leave voice mail messages. I was on Spring break at that time and called *** twice when I returned home and left voicemails. On my third day back, Apr 8th, I called the Customer Escalation # as referenced by Revdex.com. I spoke to a lady who informed me that a note was placed in my record from *** saying that the termination fee would be waived. That is all that I was seeking, to be able to make a clean break after being a customer for 4+ years. I was completely caught off guard when told there was an early termination fee when I called in to disconnect service. At that time the only solution offered was to have a document request for the signed forms that were on file. I received a page PDF the following day and reviewed and did not see any mention in the document or fine print that stated a new year contract was in place. At that time, I called Dish and spoke with *** about the fee and the only solution offered was for me to mail a letter (snail mail) to an account dispute center in Colorado with a copy of my document and letter stating my dispute. I asked *** if there was any other # or email that could expedite this issue and was told that there was nothing more he could do for me. That is what prompted the Revdex.com complaint. I am satisfied that the fee will be waived but am still waiting to see confirmation of this. I recently received a bill created on Apr 8th that still has the fee so I am currently waiting for a letter or revised bill that shows this fee removed. At that point I will be completely satisfied
Complaint: ***
I am rejecting this response because: I know for a fact that you have lied about this. I have tape recorded the "techs" last visits and even have an email with a description of the visit. None of which say there is no problem. I will now contact the FCC and the Attorney Generals office
Sincerely,
*** ***
March 16, *** *** *** *** ** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com You maintain that when you moved you requested to add internet service from DISH Network; however, you were advised that the previous tenant did not cancel their internet service and, as a result, DISH Network was unable to provide internet to you at the new locationYou requested that DISH Network cancel your television service without penalty since you were unable to have bundled service at your new residence A review of our records reveals that the prior resident at your address had internet service with CenturyLink but they did not disconnect it prior to moving When we spoke today, I advised you that I contacted CenturyLink and they agreed to cancel the active account at that address in order to allow DISH Network to install new internet service within seven business daysYou declined the offer due to the length of time it would takeYou opted to cancel your DISH Network account insteadI advised you that while DISH Network considers the early termination fee to be valid, I would reduce the fee to $in the interest of customer serviceYou accepted my offer We strive to provide excellent service and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 7:am-3:pm MST, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meCan you please tell me how long it will take for the refund to be sent to me?
Sincerely,
*** ***
February 27, 2017 *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On February 22, 2017, we received your complaint, dated February 21, 2017, filed with the Revdex.com. You stated that you contacted DISH Network to obtain serviceYou were quoted a programming package price of $62.87, including taxYour service was installed, but you said you are unhappy with the Latino Plus package you were providedWhen you contacted DISH Network to change your programming, you were informed that your monthly cost would increaseYou requested that you be provided the price you were originally quoted When we spoke today, I advised you that your sales call was reviewed and, based upon your programming requests, the Latino Plus package met these requirementsHowever, as a courtesy, I agreed to change your package to the America’s Top and provide you with a $monthly credit for monthsYour monthly bill will be $(including tax) for the next yearYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***
*** *** ***Executive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:pm to11:pm MDT, MON-FRI*** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/08/26) */
August 10,
*** ***
*** 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.com
You disputed the early termination fee applied to your DISH Network account
When we spoke, I advised you that while our records indicate you were informed that our DISH'n It Up promotion requires a new 24-month commitment, as your agreement was signed "NA", I waived the early termination fee applied to your account
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
Cherokee St
Denver, CO XXXXX
*** ***
October 31, 2016 Dear Mrand Mrs***: On October 28, 2016, we received your complaint, dated October 27, 2016, filed with the Revdex.com. You said that the technician scheduled for October 17, 2016, missed the appointment. You also expressed
concern about the level of customer service you received. I attempted to reach you at ###-###-#### on October and 31, 2016. My call on October 31, 2016, was answered but then terminated after I identified myself. We sincerely regret any inconvenience this issue may have caused. Because we appreciate your business, I applied a one-time, time-without-service credit, totaling $47.79, and a monthly $credit for months. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri###-###-####
August 5, Dear Mr***: On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com You said that you were going to move and you have seen the advertisement for free movers from DISH Network, but
when you called to set up an appointment, you were told you did not qualify for this promotionYou also disputed the $fee to put your account on DISH Pause When we spoke, I informed you that the free movers option is for customers that have been with DISH Network for more than monthsI also explained the $pause feeAs an exception, I offered to restart your service with the same promotion you were receiving and waive the movers fee ($100.00)You agreed and you said you would call me to restart your service after you are done moving 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 - Friday, 6:am - 2:pm MDT
January 12, Ms*** *** *** ** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com You expressed concern with technical issues you experiencedYou said that when you called for assistance, you were told you would not be transferred to technical support unless you purchased a protection plan for $ My attempts to contact you by phone at *** *** and *** *** on January 10, and 12, 2017, were unsuccessful, but I was able to leave you two messages I was unable to verify your claim; however, I will be happy to assist you with any issues you may be experiencingIf a technician is required, I will waive the cost for the visit as a one-time courtesy Please note that our standard process for assisting with technical issues is to attempt to troubleshoot the problem firstIf we are unsuccessful in resolving the issue, we can schedule a technician to assist youThe cost for a technician visit is $unless you have DISH Protect Silver, and then the fee would only be $DISH Protect Silver is $per month and it provides many additional benefits, such as free shipping and identity theft protection If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, Gabriel R*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***
Initial Business Response /* (1000, 5, 2015/10/02) */
October 1,
*** *** ***
** *** ***
*** ** ***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 23, 2015, we received your complaint, dated September 22, 2015,
filed with the Revdex.com
You said that a satellite dish was installed on your property without your authorizationYou requested to have your roof repaired
When we spoke, I advised you that our records indicate you have a damage claim open with our Corporate Field Resolutions (CFR) TeamYou indicated that the subcontractor who installed the dish had removed the foot plate and caulked the holes but you wanted the shingles replacedI advised you to work with your claim manager and your local subcontractor to bring about a resolution, as the claim is already in process
Please note that DISH Network requires the customer to either have permission or the authority to install our serviceIt is the customer's responsibility to get permission if they do not have the authority to make this decision
At your request, I emailed your claim manager to request that she call you again
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
*** ***
August 9, *** *** *** ***
*** ** *** ***
*** ** *** Re: Revdex.com
Complaint # ***
*** Dear Mrs***: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com I attempted to reach you at *** *** on August 7, and 9, 2017, and I left three voice messagesI also sent an email to you at ***Although you returned my call, we were unable to speak directly You expressed concern with the security process when calling our customer service line, and with the customer service you receivedYou maintain that you are the account holder and your mother-in-law, Ms*** ***, only provided her credit card account information when the account was establishedYou requested that her name be removed from the account A review of the account reveals that Ms*** *** is the account holder, as her Social Security Number was provided at the time of sale to establish the serviceMr*** *** is listed as the “Bill To” person If you would like to transfer ownership of the account, please call customer service at *** *** with *** *** so that she may authorize the transfer of ownershipIn order to complete this transfer, you or your husband must credit-qualify for the account We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agentsWe regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 17, 2017 Dear Ms***: On January 13, 2017, we received your complaint, dated January 12, 2017, filed with the Revdex.com. You stated that you recently received a $collection notice from DISH NetworkThis notification is related to a
QuickTel account you disconnected in You understood the balance was paid in full and you requested that this issue be resolved. When we spoke today, I agreed to resolve the $account balance as a courtesyI also requested that the charge be removed from the collections process and the debt be deleted from your credit reportYou accepted this resolution 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: 2:pm to11:pm MDT, MON-FRI###-###-####
Initial Business Response /* (1000, 7, 2015/09/01) */
August 26,
***
Re: ***
Dear ***:
On August 25, 2015, we received your correspondence, dated August 24, 2015,
filed with the Revdex.com
You maintain you canceled your service in December 2014, as the *** channels were removed from the channel lineupYou disputed the early termination fee
When we spoke today, I advised you that I reviewed your recorded call that took place on November 20, The call reveals that our representative advised you of the $early termination feeDuring the same call we offered to place your account on a pause status for nine months and you acceptedWe have no record that you contacted DISH Network until we received this correspondence
Please note that DISH Network and ***s reached an agreement and the channels were restored on November 21, We disclose in all our agreements that DISH Network reserves the right to change programming, packages and pricing at any timeYou may view our agreements online at www.dish.com/legal
Because I was unable to locate your signed Digital Home Advantage agreement, I reversed the $early termination fee from your account
To avoid being charged for unreturned leased equipment fees, we ask that the leased equipment be returned to DISH NetworkA return box with label will be delivered to your address by UPS
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
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 9, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
June 20, Ms*** ** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On June 7, 2016, we received your complaint, dated June 4, 2016, filed with the Revdex.com You maintain that you did not authorize a payment of $for DISH Network service for a relative, and you did not authorize a $fee from DISH NetworkYou requested a refund When I spoke with you, I informed you that DISH Network did not auto-collect this paymentSomeone who has access to this DISH Network account manually processed a $payment through our automated telephone system on May 14, As an exception, I submitted a refund for $Please allow three to five business days for the process to be completed 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
December 21,
Mr*** ***
*** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Mr***:
On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Revdex.com
You said that you were
told your monthly rate would be $for months and that we are not honoring this offer
When we spoke, I informed you that our records reflect that on July 27, 2014, we offered you a $monthly credit for months with HBO for half price ($9.50) for six monthsI advised you that HBO was not removed after the six months; therefore, your monthly rate increased by $a monthWe also experienced a $increase for your programming package in February
We consider the charges on your account to be accurate, but we will continue to apply the $credit until February
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
*** ***
Initial Business Response /* (1000, 5, 2015/08/07) */
July 31,
Mr*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with
the Revdex.com
You maintain that you were offered a $refund which you did not receiveYou requested this refund and to have your early termination fee waived
When we spoke, I advised you that a review of the notes on your account and of your calls, I was unable to locate an offer for a refundPlease note that the $balance to which you referred was correct; as such, no adjustment was warranted
As our records indicate that you already received adjustments to your bill, we are unable to apply more credits to your account or waive your early termination fee
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
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer for a refund and adjustment to the monthly bill going forward was in a second conversation with an account managerThis part of the conversation was not reviewed by Dish and was disregardedI am owed the $and have discontinued my service with Dish due to their failure to acknowledge what actually happened
Final Business Response /* (4000, 9, 2015/08/25) */
August 24,
Mr*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your complaint, dated August 15, 2015, filed with the Revdex.com
You maintain that you were offered a $refund
I attempted to reach you at (XXX) XXX-XXXX on August 20, and 24, 2015, and I left three voicemails
In my last message I advised you that I reviewed all your calls from July on and found that you requested a refund but one was never offered, as your bill was correct for the service you receivedAs such, we are unable to apply any further adjustments to your account
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
Cherokee St
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
April 18, *** *** ***
*** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On April 6, 2017, we received your complaint, dated April 5, 2017, filed with the Revdex.com You stated that when you purchased your DISH Network service through ***, you were supposed to receive internet service and a $promotional gift card*** never completed the internet installation and you never received the $gift card offer When we spoke on April 12, 2017, I advised you that the internet installation was not completed because *** did not have service available in your areaTheir gift card offer was contingent on the installation of the internet service You indicated that a DISH Network representative offered to apply credit to your account to offset the gift card offerI agreed to review your recorded call records After reviewing your recorded calls, I was unable to confirm your claimAlthough this was a *** promotional offer, as a courtesy, I was able to get you a DISH Network $*** gift cardWhen we spoke today, you accepted this resolutionPlease allow six to eight weeks for delivery. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because:I attempted to contact the representative on multiple occasions and was sent to voicemail every time and did not receive a response within the days so I moved on to another company
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** For further clarification. *** with Dish did call and leave voice mail messages. I was on Spring break at that time and called *** twice when I returned home and left voicemails. On my third day back, Apr 8th, I called the Customer Escalation # as referenced by Revdex.com. I spoke to a lady who informed me that a note was placed in my record from *** saying that the termination fee would be waived. That is all that I was seeking, to be able to make a clean break after being a customer for 4+ years. I was completely caught off guard when told there was an early termination fee when I called in to disconnect service. At that time the only solution offered was to have a document request for the signed forms that were on file. I received a page PDF the following day and reviewed and did not see any mention in the document or fine print that stated a new year contract was in place. At that time, I called Dish and spoke with *** about the fee and the only solution offered was for me to mail a letter (snail mail) to an account dispute center in Colorado with a copy of my document and letter stating my dispute. I asked *** if there was any other # or email that could expedite this issue and was told that there was nothing more he could do for me. That is what prompted the Revdex.com complaint. I am satisfied that the fee will be waived but am still waiting to see confirmation of this. I recently received a bill created on Apr 8th that still has the fee so I am currently waiting for a letter or revised bill that shows this fee removed. At that point I will be completely satisfied
Complaint: ***
I am rejecting this response because: I know for a fact that you have lied about this. I have tape recorded the "techs" last visits and even have an email with a description of the visit. None of which say there is no problem. I will now contact the FCC and the Attorney Generals office
Sincerely,
*** ***
March 16, *** *** *** *** ** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com You maintain that when you moved you requested to add internet service from DISH Network; however, you were advised that the previous tenant did not cancel their internet service and, as a result, DISH Network was unable to provide internet to you at the new locationYou requested that DISH Network cancel your television service without penalty since you were unable to have bundled service at your new residence A review of our records reveals that the prior resident at your address had internet service with CenturyLink but they did not disconnect it prior to moving When we spoke today, I advised you that I contacted CenturyLink and they agreed to cancel the active account at that address in order to allow DISH Network to install new internet service within seven business daysYou declined the offer due to the length of time it would takeYou opted to cancel your DISH Network account insteadI advised you that while DISH Network considers the early termination fee to be valid, I would reduce the fee to $in the interest of customer serviceYou accepted my offer We strive to provide excellent service and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 7:am-3:pm MST, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meCan you please tell me how long it will take for the refund to be sent to me?
Sincerely,
*** ***
February 27, 2017 *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On February 22, 2017, we received your complaint, dated February 21, 2017, filed with the Revdex.com. You stated that you contacted DISH Network to obtain serviceYou were quoted a programming package price of $62.87, including taxYour service was installed, but you said you are unhappy with the Latino Plus package you were providedWhen you contacted DISH Network to change your programming, you were informed that your monthly cost would increaseYou requested that you be provided the price you were originally quoted When we spoke today, I advised you that your sales call was reviewed and, based upon your programming requests, the Latino Plus package met these requirementsHowever, as a courtesy, I agreed to change your package to the America’s Top and provide you with a $monthly credit for monthsYour monthly bill will be $(including tax) for the next yearYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***
*** *** ***Executive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:pm to11:pm MDT, MON-FRI*** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/08/26) */
August 10,
*** ***
*** 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.com
You disputed the early termination fee applied to your DISH Network account
When we spoke, I advised you that while our records indicate you were informed that our DISH'n It Up promotion requires a new 24-month commitment, as your agreement was signed "NA", I waived the early termination fee applied to your account
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
Cherokee St
Denver, CO XXXXX
*** ***
October 31, 2016 Dear Mrand Mrs***: On October 28, 2016, we received your complaint, dated October 27, 2016, filed with the Revdex.com. You said that the technician scheduled for October 17, 2016, missed the appointment. You also expressed
concern about the level of customer service you received. I attempted to reach you at ###-###-#### on October and 31, 2016. My call on October 31, 2016, was answered but then terminated after I identified myself. We sincerely regret any inconvenience this issue may have caused. Because we appreciate your business, I applied a one-time, time-without-service credit, totaling $47.79, and a monthly $credit for months. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri###-###-####