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: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
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, 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:)
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.)
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: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
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, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** * *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/07/27) */
July 22,
Ms*** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 20, 2015, we received your complaint, dated July 17, 2015,
filed with the Revdex.com
You said that your service does not always work and that your favorite show skipped a seasonYou requested to have your early termination fee waived
I attempted to reach you at (XXX) XXX-XXXX on July 20, and 22, 2015, and I left three voicemails
In my last message, I advised you that our records indicate our technicians were unable to find anything wrong with your systemI also explained that programming is not under DISH Network's control
Although your system was found to be working and although DISH Network has no control over the airing of your favorite show, I made an exception and waived 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 /* (2000, 7, 2015/08/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 4, 2015/12/11) */
December 7,
Mrs*** ***
*** *** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs***:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with
the Revdex.com
You expressed concern with the debit that was applied to your credit card account for an early termination feeYou maintain that the debit was unauthorized because you only provided permission to charge your credit card account for unreturned equipmentYou also stated that you did not cancel your serviceYou requested a refund
Your internet service was activated on September 19, 2015, with a 24-month commitmentAlthough you indicated that you were not provided with TV service as promised, we do not show that TV service was requested or that you contacted us regarding this concern
Your service was disconnected for non-payment on October 30, 2015, and your service charges were backdated to the interruption date of September 30, Your account was left with an unpaid service balance of $Since your term commitment was not fulfilled, you were charged an early termination fee of $You were also charged a $box return feeEnclosed is a copy of your 24-month agreement wherein it is disclosed that your credit card account will be automatically debited for the early termination feeAs a result, a debit for the early termination fee was applied on November 24,
When I spoke with your husband by phone on December 4, 2015, I advised him that I made an exception and waived the early termination feeI submitted a refund of $to your credit card accountPlease allow three to five business days for processing
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
March 2, Ms*** *** *** * *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On
March 2, 2016, we received your correspondence, dated February 29, 2016, filed with the Revdex.comYou stated that a recent review of your DISH Network bill revealed that programming was added to your account without your approval and you were billed $a month for the Heartland programming packageYou contacted DISH Network to resolve the matterYour billing was corrected and you were offered credit for three months of the Heartland package; however, an $credit was providedYou requested that this matter be correctedWhen we spoke today, we review the promotional programming offers and their removal requirementsI advised you that the Heartland package was $a month, so the $credit for three months was correctAdditionally, we reviewed your current billing and confirmed everything else was correctAs a courtesy, I offered you a monthly $credit for six months and added the HD Free for Life promotion to your accountThis provides you high-definition programming for free (a $monthly savings)You accepted this resolutionI am happy we were able to resolve this issue to your satisfactionDISH Network values you as a customer and we appreciate your continued loyalty. If there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
October 9, *** *** ***
*** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On October 3, 2017, we received your complaint, dated September 30, 2017, filed with the Revdex.com You disputed the Pay-Per-View (PPV) charge applied to your DISH Network bill When we spoke, I explained that, usually, PPV charges are non-refundable; however, as we appreciate your business, I applied a $credit to your account on top of the $credit you already received If there are further questions or concerns about this issue, please feel free to contact me at *** *** 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,
*** *** When I spoke with *** *** from DISH , my understanding was that the year price guarantee will continue until the year commitment is fulfilledNo change in monthly rate It will be extended by the amount of time that the account is paused
Dear Ms***:On March 9, 2016, we received your rebuttal, dated March 9, 2016, filed with the Revdex.com.In your rebuttal, you continue to dispute DISH Network’s policy regarding equipment removal, and you seek reimbursement from DISH Network for the removal of the equipment left by the previous property ownerWhile we regret that you do not agree with the policy as explained in our previous correspondence, we are unable to meet your reimbursement requestAt this point, we respectfully consider the issue closedIf 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###-###-####
April 13, *** *** ***
*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint #
***
*** Dear Ms***: On April 7, 2017, we received your complaint, dated April 6, 2017, filed with the Revdex.com You maintain that your account was sent to collections for a disputed balanceYou requested that the collection item be removed from your husband’s credit file A review of your account reveals that the balance was paid on March 2, When we spoke, I advised you that while DISH Network considers the previous balance and the collection item to be valid, I made an exception and I requested that the collection agency close their file and remove any related information from the credit bureausPlease allow six to eight weeks for processing We strive to provide excellent service and we regret that your experience was unfavorableWe appreciate 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, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
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,
*** ***
January 31, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 30, 2017, we received your complaint, dated January 27, 2017, filed with the Revdex.com You said that you requested to add the Regional Action Pack to your account but when you did, the National Action Pack and the Locals Pack were removed I reviewed your calls and chats with DISH Network and found that the National Action Pack and Locals Pack were removed in errorDuring your chat you declined to verify the changes to your account as your mother was on the phone with DISH Network, and you ended the chat Please note that both packs were restored to your account within ten minutes of removal. Your current monthly rate is $101.97, which is the correct price for the service to which you subscribe. Please note that this price is not higher than if the Regional Action Pack was added during your initial callWe sincerely regret any inconvenience this issue may have caused, and we appreciate you bringing this issue 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, *** *** 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 *** ***
Initial Business Response /* (1000, 5, 2015/08/10) */
July 27,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 17, 2015, we received your correspondence, dated July 16,
2015, filed with the Revdex.com
You maintain that a technician did not complete the removal of the satellite dish from your home
I attempted to reach you at (XXX) XXX-XXXX on July 23, and 26, I left three voice messages
Your concerns were reported to our local installation officeI was advised that a member of the Dish America Corporation installation team will contact you directly to schedule a technician visit
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 15, Ms*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On January 15, 2016, we received your rebuttal, dated January 14, 2016, filed with the Revdex.com You said that you covered your November 30, 2015, payment with a debit card payment on December 3, 2015. You also maintain that an additional payment was debited from your bank account on December 7, 2015. You requested compensation and said that you believed that DISH Network held back your refund until after your new bill had generated Please refer to my previous response wherein I explained that the November 26, 2015, and December 3, 2015, payments were the only ones that we received. Your bank may have logged one of the payments on December 7, 2015, but no other payments were debited by DISH Network at that time A refund was submitted on December 3, 2015, but was declined because you did not have a $credit balance The agent with whom you spoke on December 17, 2015, made an exception and applied a $and a $credit to your account in order to provide you with the $refund that you received. Had no credit been applied, your December 13, 2015, balance would have been $ As you have already received $in credits and as this issue was not caused by DISH Network, we are unable to provide additional compensation or adjustments 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 *** *** *** *** ** *** *** *** Tell us why here
August 21, Dear Mr***: On August 16, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com You maintain that you have experienced several issues with your DISH Network bills over the past six monthsYou added
that you receive disconnection notifications even when the balance of your account is not past dueYou said that when you asked to cancel your service without penalty because of the experience you had, DISH Network refused your requestYou reiterated your request to cancel your service without penalty When we spoke, I advised you that while DISH Network considers the commitment to be valid, I will make an exception and allow you to cancel without penalty 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/08/19) */
August 11,
*** *** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 5, 2015, we received your complaint, dated August 4, 2015, filed with the
Revdex.com
You maintain that DISH Network is responsible for damage to your property caused by a lightning strike
I attempted to reach you at (XXX) XXX-XXXX on August 7, and 11, No voicemail was available, so I was unable to leave a message
I contacted our Corporate Field Resolutions (CFR) Team concerning your damage claimI was advised that your claim had been closed because their attempts to contact you went unanswered
Your claim has been sent for further reviewOnce the review is finished, your claim will either be reopened or fully closed as denied
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, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network claims to have attempted to contact me by phone but were unsuccessful, my house phone and router were two of the items killed when the satellite was struck by lightningI informed Dish of this when I first talked to Dish customer service, again when the original techs came out to survey the damage, again when I talked to *** in the office of the President, again when I spoke to *** Jones, the claim manager, the customer service employee who sent out the new boxes, and the tech they sent out to install the new boxesThey have an email address for me and they have my daughter's cell phone number, none of which they usedWhy in the world would anyone attempt to call someone by phone when you've been told several times the phone in the house was out of order? I have since replaced the router and the house phoneI would like to get this matter resolved as soon as possible, it's been almost months now, I've never dealt with a company so unwilling to do right by their customers or so "the right hand doesn't know what the left hand is doing" and I am retired from a government jobThe only people willing to do "the job right" were the first two techs that come out to the house and the customer service employee that sent out the new boxes
Final Business Response /* (4000, 9, 2015/08/28) */
August 27,
*** *** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 24, 2015, we received your rebuttal, dated August 20, 2015, filed with the Revdex.com
You expressed concern about the status of your damage claim and my attempts to reach you
I contacted our Corporate Field Resolutions (CFR) Team and they advised me that your damage claim has been deniedOur Engineering Team could find no evidence that DISH Network equipment was responsible for any damage to your TVs or other equipment
While we regret any inconvenience, we are unable to provide any compensation for this issue
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 Business Response /* (4000, 13, 2015/07/10) */
July 8,
Ms*** ***
*** *** *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 6, 2015, we received your complaint, dated June 30, 2015, filed with the RevDex.com
You mentioned the following concerns:
Unreturned equipment
Early termination fee
Customer service
You stated that although you returned the internet modem, you are being charged an unreturned equipment feeDISH Network requires that the leased modem and TRIA (eye piece on satellite dish) be returned upon disconnection of your internet serviceWhile the modem was received on May 13, 2015, we do not show that the TRIA was returnedAs a result, an unreturned equipment fee of $was applied to your account on June 5,
You expressed concern with the debit of $that was applied to your credit card account for an early termination feeYou indicated that the fee was supposed to be waived and the debit caused you to incur an overdraft feeOur records reveal that the 24-month commitment and associated early termination fee for your internet service were waived on April 27, However, due to a system error, the early termination fee of $was applied to your DISH Network account on June 4, The early termination fee was reversed on June 24, 2015, and a refund of $was applied to your credit card account on June 29,
You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnelWe value your feedback and suggestions regarding our policies
I reversed the unreturned equipment fee and applied a credit of $to your account for the overdraft feeAn additional refund of $was applied to your credit card account on July 7, This is a total refund of $for the early termination fee and overdraft feeWhile we are unable to honor your request to provide six months of free TV service, I waived the balance of $currently due on your accountThis will cover your service through July 28,
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 15, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish personall tols us to return the internet modem, which we didThey never told us to remove and return tha eyeWill be more than happy to return any parts of the sattelite that Dish wants providing they supply proper return addressIt is of no use to meIf they have a local installer that can pick it up that is acceptable as well, as long as I receive a receipt for the parts
I have no real interest in getting anything free, I just want this case to be permanently closed with no further grief, no further charges on credit cards or futher charges being added back onto my account in the future for the same issue
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: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
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, 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:)
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.)
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: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
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, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** * *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
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Initial Business Response /* (1000, 5, 2015/07/27) */
July 22,
Ms*** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 20, 2015, we received your complaint, dated July 17, 2015,
filed with the Revdex.com
You said that your service does not always work and that your favorite show skipped a seasonYou requested to have your early termination fee waived
I attempted to reach you at (XXX) XXX-XXXX on July 20, and 22, 2015, and I left three voicemails
In my last message, I advised you that our records indicate our technicians were unable to find anything wrong with your systemI also explained that programming is not under DISH Network's control
Although your system was found to be working and although DISH Network has no control over the airing of your favorite show, I made an exception and waived 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 /* (2000, 7, 2015/08/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 4, 2015/12/11) */
December 7,
Mrs*** ***
*** *** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs***:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with
the Revdex.com
You expressed concern with the debit that was applied to your credit card account for an early termination feeYou maintain that the debit was unauthorized because you only provided permission to charge your credit card account for unreturned equipmentYou also stated that you did not cancel your serviceYou requested a refund
Your internet service was activated on September 19, 2015, with a 24-month commitmentAlthough you indicated that you were not provided with TV service as promised, we do not show that TV service was requested or that you contacted us regarding this concern
Your service was disconnected for non-payment on October 30, 2015, and your service charges were backdated to the interruption date of September 30, Your account was left with an unpaid service balance of $Since your term commitment was not fulfilled, you were charged an early termination fee of $You were also charged a $box return feeEnclosed is a copy of your 24-month agreement wherein it is disclosed that your credit card account will be automatically debited for the early termination feeAs a result, a debit for the early termination fee was applied on November 24,
When I spoke with your husband by phone on December 4, 2015, I advised him that I made an exception and waived the early termination feeI submitted a refund of $to your credit card accountPlease allow three to five business days for processing
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
March 2, Ms*** *** *** * *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On
March 2, 2016, we received your correspondence, dated February 29, 2016, filed with the Revdex.comYou stated that a recent review of your DISH Network bill revealed that programming was added to your account without your approval and you were billed $a month for the Heartland programming packageYou contacted DISH Network to resolve the matterYour billing was corrected and you were offered credit for three months of the Heartland package; however, an $credit was providedYou requested that this matter be correctedWhen we spoke today, we review the promotional programming offers and their removal requirementsI advised you that the Heartland package was $a month, so the $credit for three months was correctAdditionally, we reviewed your current billing and confirmed everything else was correctAs a courtesy, I offered you a monthly $credit for six months and added the HD Free for Life promotion to your accountThis provides you high-definition programming for free (a $monthly savings)You accepted this resolutionI am happy we were able to resolve this issue to your satisfactionDISH Network values you as a customer and we appreciate your continued loyalty. If there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
October 9, *** *** ***
*** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On October 3, 2017, we received your complaint, dated September 30, 2017, filed with the Revdex.com You disputed the Pay-Per-View (PPV) charge applied to your DISH Network bill When we spoke, I explained that, usually, PPV charges are non-refundable; however, as we appreciate your business, I applied a $credit to your account on top of the $credit you already received If there are further questions or concerns about this issue, please feel free to contact me at *** *** 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,
*** *** When I spoke with *** *** from DISH , my understanding was that the year price guarantee will continue until the year commitment is fulfilledNo change in monthly rate It will be extended by the amount of time that the account is paused
Dear Ms***:On March 9, 2016, we received your rebuttal, dated March 9, 2016, filed with the Revdex.com.In your rebuttal, you continue to dispute DISH Network’s policy regarding equipment removal, and you seek reimbursement from DISH Network for the removal of the equipment left by the previous property ownerWhile we regret that you do not agree with the policy as explained in our previous correspondence, we are unable to meet your reimbursement requestAt this point, we respectfully consider the issue closedIf 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###-###-####
April 13, *** *** ***
*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint #
***
*** Dear Ms***: On April 7, 2017, we received your complaint, dated April 6, 2017, filed with the Revdex.com You maintain that your account was sent to collections for a disputed balanceYou requested that the collection item be removed from your husband’s credit file A review of your account reveals that the balance was paid on March 2, When we spoke, I advised you that while DISH Network considers the previous balance and the collection item to be valid, I made an exception and I requested that the collection agency close their file and remove any related information from the credit bureausPlease allow six to eight weeks for processing We strive to provide excellent service and we regret that your experience was unfavorableWe appreciate 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, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
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,
*** ***
January 31, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 30, 2017, we received your complaint, dated January 27, 2017, filed with the Revdex.com You said that you requested to add the Regional Action Pack to your account but when you did, the National Action Pack and the Locals Pack were removed I reviewed your calls and chats with DISH Network and found that the National Action Pack and Locals Pack were removed in errorDuring your chat you declined to verify the changes to your account as your mother was on the phone with DISH Network, and you ended the chat Please note that both packs were restored to your account within ten minutes of removal. Your current monthly rate is $101.97, which is the correct price for the service to which you subscribe. Please note that this price is not higher than if the Regional Action Pack was added during your initial callWe sincerely regret any inconvenience this issue may have caused, and we appreciate you bringing this issue 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, *** *** 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 *** ***
Initial Business Response /* (1000, 5, 2015/08/10) */
July 27,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 17, 2015, we received your correspondence, dated July 16,
2015, filed with the Revdex.com
You maintain that a technician did not complete the removal of the satellite dish from your home
I attempted to reach you at (XXX) XXX-XXXX on July 23, and 26, I left three voice messages
Your concerns were reported to our local installation officeI was advised that a member of the Dish America Corporation installation team will contact you directly to schedule a technician visit
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 15, Ms*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On January 15, 2016, we received your rebuttal, dated January 14, 2016, filed with the Revdex.com You said that you covered your November 30, 2015, payment with a debit card payment on December 3, 2015. You also maintain that an additional payment was debited from your bank account on December 7, 2015. You requested compensation and said that you believed that DISH Network held back your refund until after your new bill had generated Please refer to my previous response wherein I explained that the November 26, 2015, and December 3, 2015, payments were the only ones that we received. Your bank may have logged one of the payments on December 7, 2015, but no other payments were debited by DISH Network at that time A refund was submitted on December 3, 2015, but was declined because you did not have a $credit balance The agent with whom you spoke on December 17, 2015, made an exception and applied a $and a $credit to your account in order to provide you with the $refund that you received. Had no credit been applied, your December 13, 2015, balance would have been $ As you have already received $in credits and as this issue was not caused by DISH Network, we are unable to provide additional compensation or adjustments 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 *** *** *** *** ** *** *** *** Tell us why here
August 21, Dear Mr***: On August 16, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com You maintain that you have experienced several issues with your DISH Network bills over the past six monthsYou added
that you receive disconnection notifications even when the balance of your account is not past dueYou said that when you asked to cancel your service without penalty because of the experience you had, DISH Network refused your requestYou reiterated your request to cancel your service without penalty When we spoke, I advised you that while DISH Network considers the commitment to be valid, I will make an exception and allow you to cancel without penalty 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/08/19) */
August 11,
*** *** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 5, 2015, we received your complaint, dated August 4, 2015, filed with the
Revdex.com
You maintain that DISH Network is responsible for damage to your property caused by a lightning strike
I attempted to reach you at (XXX) XXX-XXXX on August 7, and 11, No voicemail was available, so I was unable to leave a message
I contacted our Corporate Field Resolutions (CFR) Team concerning your damage claimI was advised that your claim had been closed because their attempts to contact you went unanswered
Your claim has been sent for further reviewOnce the review is finished, your claim will either be reopened or fully closed as denied
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, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network claims to have attempted to contact me by phone but were unsuccessful, my house phone and router were two of the items killed when the satellite was struck by lightningI informed Dish of this when I first talked to Dish customer service, again when the original techs came out to survey the damage, again when I talked to *** in the office of the President, again when I spoke to *** Jones, the claim manager, the customer service employee who sent out the new boxes, and the tech they sent out to install the new boxesThey have an email address for me and they have my daughter's cell phone number, none of which they usedWhy in the world would anyone attempt to call someone by phone when you've been told several times the phone in the house was out of order? I have since replaced the router and the house phoneI would like to get this matter resolved as soon as possible, it's been almost months now, I've never dealt with a company so unwilling to do right by their customers or so "the right hand doesn't know what the left hand is doing" and I am retired from a government jobThe only people willing to do "the job right" were the first two techs that come out to the house and the customer service employee that sent out the new boxes
Final Business Response /* (4000, 9, 2015/08/28) */
August 27,
*** *** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 24, 2015, we received your rebuttal, dated August 20, 2015, filed with the Revdex.com
You expressed concern about the status of your damage claim and my attempts to reach you
I contacted our Corporate Field Resolutions (CFR) Team and they advised me that your damage claim has been deniedOur Engineering Team could find no evidence that DISH Network equipment was responsible for any damage to your TVs or other equipment
While we regret any inconvenience, we are unable to provide any compensation for this issue
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 Business Response /* (4000, 13, 2015/07/10) */
July 8,
Ms*** ***
*** *** *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 6, 2015, we received your complaint, dated June 30, 2015, filed with the RevDex.com
You mentioned the following concerns:
Unreturned equipment
Early termination fee
Customer service
You stated that although you returned the internet modem, you are being charged an unreturned equipment feeDISH Network requires that the leased modem and TRIA (eye piece on satellite dish) be returned upon disconnection of your internet serviceWhile the modem was received on May 13, 2015, we do not show that the TRIA was returnedAs a result, an unreturned equipment fee of $was applied to your account on June 5,
You expressed concern with the debit of $that was applied to your credit card account for an early termination feeYou indicated that the fee was supposed to be waived and the debit caused you to incur an overdraft feeOur records reveal that the 24-month commitment and associated early termination fee for your internet service were waived on April 27, However, due to a system error, the early termination fee of $was applied to your DISH Network account on June 4, The early termination fee was reversed on June 24, 2015, and a refund of $was applied to your credit card account on June 29,
You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnelWe value your feedback and suggestions regarding our policies
I reversed the unreturned equipment fee and applied a credit of $to your account for the overdraft feeAn additional refund of $was applied to your credit card account on July 7, This is a total refund of $for the early termination fee and overdraft feeWhile we are unable to honor your request to provide six months of free TV service, I waived the balance of $currently due on your accountThis will cover your service through July 28,
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 15, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish personall tols us to return the internet modem, which we didThey never told us to remove and return tha eyeWill be more than happy to return any parts of the sattelite that Dish wants providing they supply proper return addressIt is of no use to meIf they have a local installer that can pick it up that is acceptable as well, as long as I receive a receipt for the parts
I have no real interest in getting anything free, I just want this case to be permanently closed with no further grief, no further charges on credit cards or futher charges being added back onto my account in the future for the same issue