Complaint: ***
I am rejecting this response because: I do not accept this that's why I disconnected from youI hope that you do not treat other customers like this and also I am seeking a third party this will not happens again
Sincerely,
*** ***
January 5, Ms*** *** *** *** *** ***, ** *** Re: Revdex.com Complaint # *** *** Dear Ms***:
On January 5, 2016, we received your complaint, dated January 2, 2016, filed with the Revdex.comYou expressed concern that DISH Network charged you for unreturned equipmentYou requested that the charges be removed from your account and your credit reportWhen I spoke with you by telephone today, I apologized for this oversight and I removed all charges from your accountThere is no balance due on this DISH Network accountI also notified collections to remove this account from your credit reportPlease allow six to eight week for the bureaus to reflect any updatesIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com Cherokee St Denver, CO *** ***Tell us why here
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, 2015/11/10) */
November 9,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 3, 2015, we received your complaint, dated November 2, 2015, filed with the
Revdex.com
You indicated that your rate increased four times, and you disputed the early termination fee applied to your DISH Network accountYou requested a refund and for DISH Network to pay to get your leased equipment out of storage
When we spoke I advised you that you experienced one $price increase in February 2015, for which you received a monthly $credit through your first yearYour monthly rate changed when the monthly adjustments ended, or because you upgraded your programming package
I also advised you that DISH Network sent boxes for the return of your leased equipment on August 3, 2015, and November 3, You indicated that you placed your leased equipment in storage and that it would cost over $to retrieve itAs I advised you, DISH Network had no control over your decision to place your equipment in storage and we are unable to provide compensation for this issue
While we regret any confusion concerning your billing, we are unable to waive your early termination fee or provide you with a refund or compensation
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have called in several different times and tried to explain the pricing issue with Operators (IDs: TNB, L2C, 6TR, TNE, ...), on 4/18/I agreed to Dish services %A few months later the bill indicate other wiseI had to call in and they change the package with $discount to accommodate their reasoningOn May 2015, due to another increase that we agreed to a $monthly chargeOn July price jumped to $which I had to cancel the account after I found out the lack on reasoning with this provider
I cannot find a word to describe such practices and I don't know how they can prove their highest in overall customer satisfactory! It's lie and they are crookI hope I get my day in court to prove their lies and dissipations
Dissaving costumers is a basic practice with Dish and they hope to take advantage of people being be and not complain and not get cut
God blesses all
*** ***
Final Business Response /* (4000, 9, 2015/12/01) */
November 19,
Mr*** ***
*** *** Dr
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 19, 2015, we received your complaint, dated November 18, 2015, filed with the Revdex.com
You maintain that your monthly rate was changed several times
A review of your DISH Network billing reveals that the following events caused the changes to which you referredYour initial monthly rate was $when your account was activated on April 18, You contacted us on June 8, 2014, about your monthly rate and you were given a monthly $courtesy credit for six monthsYour new customer promotional credits, totaling $per month, ended with your March billYou contacted us concerning the end of your credits on March 31, 2015, and requested more credits; therefore, an additional three monthly credits of $were applied to your account as a courtesyYour July bill was the first one that carried no adjustments and we received no further payments for service rendered until after you disconnected your account on August 8,
You received $in additional courtesy credits on top of your new customer promotional creditsAs such, we are not able to provide any more adjustments 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
*** ***
November 18,
*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms*** On November 17, 2016, we received your complaint, dated November 15, 2016, filed with the Revdex.com You stated that you have experienced technical problems with your DISH Network receiver since you began serviceThe receiver was replaced and you are having problems with the replacementYou are unable to record and your screen goes blankTroubleshooting has not resolved the matter and you were told you would be charged $for a technician visitYou requested that these issues be resolved and you would like credit for the loss of the DVR service When we spoke today, I offered to provide you a free technician visit and a $credit for three monthsYou accepted this resolution and an appointment was scheduled for November 21, 2016. 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 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,
*** * ***
November 9, *** *** ***
*** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr*** On November 9, 2016, we received your complaint, dated November 7, 2016, filed with the Revdex.com You said that you called in to inquire about adding internet service, but you were told that you couldn’t receive any information because you had a bill pendingYou would like to speak with someone regarding adding internet service whether or not you have a bill pending When we spoke by phone, I advised you that our records reflect that you were informed that the service couldn’t be added until the billing was currentI reviewed a call recording that took place on November 7, at 5:pm (MDT), the agent told you and your daughter that we offer satellite internet starting at $to $The agent also told you that downloads speeds start at 5mbps with a two-year contract If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Revdex.com:Dish responded:"When I spoke with you by telephone today, I informed you that it is our company policy and procedure that a customer talk to an agent to request disconnection of serviceThere are disclosures and information that we need to provide during the callWe regret that you do not agree.The only reason Dish insists on a phone call is to talk you out of disconnectingIf there really were "disclosures and information that we need to provide" they would be better served in written form, not on the telephone.*** ***
Dear Ms***: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.comYou said that you do not agree with the information provided in my previous response and that you did not mention any technical issuesPlease note, the information that was provided to you was gathered after reviewing the calls placed to us and the activity on this accountAs previously advised, this account was activated under the Digital Home Advantage (DHA) 24-month agreement, which is only for TV service and does not include internet serviceYou disputed this agreement on December 13, 2014, and the agent with whom you spoke provided you with the choice to be released from the 24-month commitment or to receive a $monthly credit for monthsThe agent also disclosed that the price would increase after the first months and they quoted the price for both yearsYou accepted the monthly creditsThe agent disclosed that the commitment would not be waived and you stated that you understoodYour $introductory credits expired on your November 24, 2015, billing statement and you are being billed at the regular rateHowever, you will continue to receive the $credit that you accepted on December 13, Your monthly service charges are $121.99; however, with the $credit it is reduced to $plus taxYou also have the option to reduce your programming packageThe agreement is signed by Mr*** ***, who is an authorized user on the accountI apologize that your name is misspelledAlthough you now indicate you did not mention technical issues, per your previous correspondence, you stated that you had constant signal lossOur response was that we have no record of any ongoing technical issues reportedWe regret that you do not agree with our findingsIf 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 ###-###-####
Dear Ms***: On April 6, 2016, we received your complaint, dated April 5, 2016, filed with the Revdex.comYou indicated that your bill is not what you were quoted on the phone or in your confirmation emailYou requested to be released from the 24-month agreementOur records
reveal that you established your account through the DISH Network website and it was not a telephone saleYou signed up under the Digital Home Advantage 24-month agreement and enrolled in the two-year price lock promotionThis offer provided you a $monthly credit for months and a $monthly E-bill credit because you enrolled in one of our auto pay optionsYou provided me with the confirmation email you receivedThe offer that was included in this email was a system error, as it is not the offer that you signed up for service withIt reveals the 12-month introductory credit promotionThis promotion provides a monthly credit of $and the $monthly E-Bill creditAn adjustment was already applied for your first month billWhen I spoke with you by telephone today, I apologized for the system error and I agreed to provide you with the promotion of your choiceYou chose the 12-month offerThis offer would have included a total of $in credits for the past five months of serviceSince you already received $in credits, I applied an additional $credit to your accountAs you removed AutoPay from your account, you no longer receive the $E-bill creditI restarted your account and I applied an additional $credit to assist in bringing your account current, leaving you with a balance due of $I applied the $monthly credit for the remaining seven months of your first year of serviceThe first $credit will appear on your May 7, 2016, billing statementYou will also receive the $E-bill credit if you re-enroll in AutoPayAs you’re now receiving the price quoted in your confirmation email and chose the 12-month promotion, your 24-month contractual agreement remains validIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
August 22, *** *** ***
*** *** *** *** *
*** *** *** ** *** Re: Revdex.com Complaint #
***
*** Dear MrWilliams: On August 15, 2017, we received your complaint, dated August 12, 2017, filed with the Revdex.com You said you didn’t receive the channels you were told that you wouldYou requested that we release you from your contract When we spoke, I informed you that I will meet your request and release you from your contractAt your request, I set up your account to be disconnected on September 23, I also provided you with the equipment return disclosures If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because: we were never told there was a contract not the first time and not the second timeI clarified there was no contract repeatedly when I signed up, and when I asked to see something signed I was never sent anything because I never signed anythingI also deleted my card off your site and was told times that you had it removed from your system, surely you can verify that in your recordsI was told they would absolutely not debit my card because it was no longer in the system and the card you debited was only a card I used to make a monthly payment onYou were not authorized to debit me againAlso, you billed me on the 17th, we cancelled one week later that is not a months worth of serviceI paid on the 17th, used the service for a week so where is the rest of the month? You trick people into contracts then scramble and back talk yourselves to justify adding a bunch of fees in. I want the entire balance waived and a refund of the unused premium
Sincerely,
*** ***
Dear Ms***: On April 28, 2016, we received your rebuttal, dated April 27, 2016, filed with the Revdex.comYou maintain that your monthly billing was incorrect and that the adjustments you received were compensation for DISH Network errors. You also said that $was debited from your bank account in errorI reviewed your calls and found that you insisted that our agents “fix” your billing due to alleged errors or misinformation. A review of your billing revealed no such errors. Your balance fluctuated due to late, missed, or partial payments and changes in programmingOur records show that a $programming fee was applied to your account when you downgraded your programming to the DISH AmericaAs you requested to view SEC basketball but disputed having to increase your programming package and threatened to disconnect your account, the agent with whom you spoke upgraded your programming and applied a monthly credit to cover the difference between your package, DISH America, and the package you needed, America’s Top Plus, for three months. Please note that this was not due to any error on DISH Network’s part, but because you did not wish to pay more for the higher packageYour monthly rate is $79.64, however; your last balance was not $as you stated, but $59.64. It was lower due to you changing your programming. Enclosed are your bills from January to present for your recordsAs I explained previously, as you provided your credit card account for the qualification for your daughter’s DISH Network account, and as you are listed as the joint account holder/ authorized user on this account, her early termination fee of $was applied to your credit card accountIf 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is fine
Sincerely,
*** ***
Dear Mr***: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.comYou disputed the early termination fees for internet and TV service as you stated that the sales representative told you there was no commitmentA review of your
account reveals that this issue was addressed on January 29, 2016, when an agent removed the $early termination fee for TV and the $early termination fee for internet serviceWhen I spoke with you by telephone today, you confirmed that this issue has been addressedI submitted a refund for $and I informed you that boxes will ship for the return of the receivers, remotes, modem and TRIAPlease return the equipment in a timely manner to avoid unreturned equipment fees and keep the return tracking numbers for your recordsIf 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/07/24) */
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 TV quality is poor and you requested to have your 24-month commitment 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 that you wanted to disconnect your service as you do not like the service or the channels that you're receiving and because you do not use itYou left me a voicemail stating that your main reason for disconnecting your account was the lettering on the screen
While we regret any inconvenience, we are unable to waive your 24-month commitment for these issues
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 /* (4200, 13, 2015/08/24) */
Received duplicated complaint 08/23/2015, merged information from CID#XXXXXXXX and closed as duplicate
The screen on the guide is white background with small blue writing, There is noting I want to watch on my package and I cannot afford to go up packag
I want out of my contract, I have trouble seeing and have to get right in front of the tv and squint to read the guideThe line up on the guide is crazyI have talked to Mr*** Simons he was rude and ugly to meI keep calling him and he does not return my calls8/23/I called to talk to the president which I was told he does not talk to customersI ask Chrystal in the presidents office to ask himShe refused she said she could not help meI want the service to go away and I can not afford to pay $as an early disconnect feeChrystal ask me if I could give my service to someoneI told her why would I when I'm not happy with itI have nothing to say good about dishI want this resolved as soon as possible please
I do not want DISH tv they are rudeThey will not let me talk to the presidentDavis Simons lied he has not called me back
I'm very unhappy and would discourage from getting dish
$
Final Business Response /* (4000, 15, 2015/09/02) */
August 28,
***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 27, 2015, we received your rebuttal, dated August 24, 2015, filed with the Revdex.com
You said that I was rude when we spoke and I said that you could not read the on-screen guideYou requested to have your early termination fee waived
Please note that we have never spoken and that I have returned every call I have received from you
If you are experiencing issues with the whole-screen guide, you can press the right arrow on your remote to bring up a different guide that you may be better able to view
While we regret any inconvenience, we are unable to waive your 24-month commitment 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
*** ***
December 30, *** *** ***
*** *** *** *** *** *** **
*** *** ** *** Re: Revdex.com Complaint # ***
8*** Dear Mr***: On December 29, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.comYou said that you experienced technical issues and that DISH Network was not able to schedule a technician visit for you for two weeks. You requested to have your balance removed from your credit fileWhen we spoke, I advised you that our records indicate you had three technician visits between March and August 2014. One visit was for your internet service and was resolved by reconfiguring your router. The next visit was for your TV service and was resolved with the replacement of a solo node. During the last visit the technician found nothing wrong with your systemThe first and third visits were completed within two days of your call for troubleshooting, and the second was within five daysA review of your troubleshooting calls revealed that the majority were for weather-related outages, which are provided for in our customer agreementAs your technical issues were resolved in a timely manner, we are unable to waive your $balance for this issue. However, as a courtesy, I waived your $internet early termination fee. The reversal of his fee along with the associated tax, brings your balance to $335.98. As I offered when we spoke, once this balance is paid, I will request that this item be removed from your credit fileIf 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 Cherokee St Denver, CO *** ***
March 21, Ms*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On March 15, 2016, we received your complaint, dated March 13, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 16, and 21, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern that you were not offered a payment extensionYou also stated that your bill has doubledYou asked that we provide you with a payment extension and for your rate to stay the same Our records reflect that you have a pay-in-advance account, which doesn’t qualify for payment extensionsA review of your account doesn’t reflect that your rate has doubled; however, we did provide you with a $monthly credit for five months, which has expired and you’re now being charged the price for the service that you receive Please note that prices and programming are subject to change at any time If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 4, 2015/05/21) */
May 12,
Ms*** ***
*** *** ***., Apt*
***, *** ***
Re: Revdex.com Complaint # ***
***-***
*ear Ms***:
On May 11, 2015, we received your complaint, dated May 8, 2015, filed with
the Revdex.com
You expressed concern with the debit of $that was applied to your credit card account for an early termination feeYou indicated that you paid the fee when you disconnected your service
Your service was bundled with *indstream when it was disconnectedAs a result, the payment of $that was made on April 7, 2015, was transferred to them and was not applied towards *ISH Network's early termination feeOn April 13, 2015, a *ISH Network-only account was established to bill you for the early termination feePer your promotion terms, *ISH Network may debit your credit card account automatically for any early termination, unreturned equipment and/or shipping feesTherefore, a debit of $was applied to your credit card account
*hen I spoke with you by phone today, I advised you that I reversed the early termination fee, leaving a zero balanceI also submitted a refund of $to your credit card account and waived the $box return feePlease allow three to five business days for the refund to process
You expressed dissatisfaction with our Customer Service *epartment while you were attempting to resolve your concerns*e appreciate that you brought this issue to our attention so that we may address it with the appropriate personnel
*e strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
*ispute Resolution Specialist
Executive Escalations Team
*ISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm M*T
(***) ***-***
cc: *enver / Boulder Revdex.com
Cherokee St
*enver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/27) */
(The consumer indicated he/she ACCEPTE* the response from the business.)
All issues have been resolved, Thank you to *ish Network for your rapid response in this matter
Initial Business Response /* (1000, 5, 2015/09/22) */
September 10,
Ms*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 10, 2015, we received your complaint, dated September 9, 2015, filed
with the Revdex.com
You expressed concern with the removal of channels due to contract negotiations
DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programmingIn order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing
When I spoke with you by phone today, I advised you that the channels were restored on August 26,
We apologize for any inconvenience that this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: I do not accept this that's why I disconnected from youI hope that you do not treat other customers like this and also I am seeking a third party this will not happens again
Sincerely,
*** ***
January 5, Ms*** *** *** *** *** ***, ** *** Re: Revdex.com Complaint # *** *** Dear Ms***:
On January 5, 2016, we received your complaint, dated January 2, 2016, filed with the Revdex.comYou expressed concern that DISH Network charged you for unreturned equipmentYou requested that the charges be removed from your account and your credit reportWhen I spoke with you by telephone today, I apologized for this oversight and I removed all charges from your accountThere is no balance due on this DISH Network accountI also notified collections to remove this account from your credit reportPlease allow six to eight week for the bureaus to reflect any updatesIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com Cherokee St Denver, CO *** ***Tell us why here
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, 2015/11/10) */
November 9,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 3, 2015, we received your complaint, dated November 2, 2015, filed with the
Revdex.com
You indicated that your rate increased four times, and you disputed the early termination fee applied to your DISH Network accountYou requested a refund and for DISH Network to pay to get your leased equipment out of storage
When we spoke I advised you that you experienced one $price increase in February 2015, for which you received a monthly $credit through your first yearYour monthly rate changed when the monthly adjustments ended, or because you upgraded your programming package
I also advised you that DISH Network sent boxes for the return of your leased equipment on August 3, 2015, and November 3, You indicated that you placed your leased equipment in storage and that it would cost over $to retrieve itAs I advised you, DISH Network had no control over your decision to place your equipment in storage and we are unable to provide compensation for this issue
While we regret any confusion concerning your billing, we are unable to waive your early termination fee or provide you with a refund or compensation
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have called in several different times and tried to explain the pricing issue with Operators (IDs: TNB, L2C, 6TR, TNE, ...), on 4/18/I agreed to Dish services %A few months later the bill indicate other wiseI had to call in and they change the package with $discount to accommodate their reasoningOn May 2015, due to another increase that we agreed to a $monthly chargeOn July price jumped to $which I had to cancel the account after I found out the lack on reasoning with this provider
I cannot find a word to describe such practices and I don't know how they can prove their highest in overall customer satisfactory! It's lie and they are crookI hope I get my day in court to prove their lies and dissipations
Dissaving costumers is a basic practice with Dish and they hope to take advantage of people being be and not complain and not get cut
God blesses all
*** ***
Final Business Response /* (4000, 9, 2015/12/01) */
November 19,
Mr*** ***
*** *** Dr
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 19, 2015, we received your complaint, dated November 18, 2015, filed with the Revdex.com
You maintain that your monthly rate was changed several times
A review of your DISH Network billing reveals that the following events caused the changes to which you referredYour initial monthly rate was $when your account was activated on April 18, You contacted us on June 8, 2014, about your monthly rate and you were given a monthly $courtesy credit for six monthsYour new customer promotional credits, totaling $per month, ended with your March billYou contacted us concerning the end of your credits on March 31, 2015, and requested more credits; therefore, an additional three monthly credits of $were applied to your account as a courtesyYour July bill was the first one that carried no adjustments and we received no further payments for service rendered until after you disconnected your account on August 8,
You received $in additional courtesy credits on top of your new customer promotional creditsAs such, we are not able to provide any more adjustments 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
*** ***
November 18,
*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms*** On November 17, 2016, we received your complaint, dated November 15, 2016, filed with the Revdex.com You stated that you have experienced technical problems with your DISH Network receiver since you began serviceThe receiver was replaced and you are having problems with the replacementYou are unable to record and your screen goes blankTroubleshooting has not resolved the matter and you were told you would be charged $for a technician visitYou requested that these issues be resolved and you would like credit for the loss of the DVR service When we spoke today, I offered to provide you a free technician visit and a $credit for three monthsYou accepted this resolution and an appointment was scheduled for November 21, 2016. 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 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,
*** * ***
November 9, *** *** ***
*** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr*** On November 9, 2016, we received your complaint, dated November 7, 2016, filed with the Revdex.com You said that you called in to inquire about adding internet service, but you were told that you couldn’t receive any information because you had a bill pendingYou would like to speak with someone regarding adding internet service whether or not you have a bill pending When we spoke by phone, I advised you that our records reflect that you were informed that the service couldn’t be added until the billing was currentI reviewed a call recording that took place on November 7, at 5:pm (MDT), the agent told you and your daughter that we offer satellite internet starting at $to $The agent also told you that downloads speeds start at 5mbps with a two-year contract If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Revdex.com:Dish responded:"When I spoke with you by telephone today, I informed you that it is our company policy and procedure that a customer talk to an agent to request disconnection of serviceThere are disclosures and information that we need to provide during the callWe regret that you do not agree.The only reason Dish insists on a phone call is to talk you out of disconnectingIf there really were "disclosures and information that we need to provide" they would be better served in written form, not on the telephone.*** ***
Dear Ms***: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.comYou said that you do not agree with the information provided in my previous response and that you did not mention any technical issuesPlease note, the information that was provided to you was gathered after reviewing the calls placed to us and the activity on this accountAs previously advised, this account was activated under the Digital Home Advantage (DHA) 24-month agreement, which is only for TV service and does not include internet serviceYou disputed this agreement on December 13, 2014, and the agent with whom you spoke provided you with the choice to be released from the 24-month commitment or to receive a $monthly credit for monthsThe agent also disclosed that the price would increase after the first months and they quoted the price for both yearsYou accepted the monthly creditsThe agent disclosed that the commitment would not be waived and you stated that you understoodYour $introductory credits expired on your November 24, 2015, billing statement and you are being billed at the regular rateHowever, you will continue to receive the $credit that you accepted on December 13, Your monthly service charges are $121.99; however, with the $credit it is reduced to $plus taxYou also have the option to reduce your programming packageThe agreement is signed by Mr*** ***, who is an authorized user on the accountI apologize that your name is misspelledAlthough you now indicate you did not mention technical issues, per your previous correspondence, you stated that you had constant signal lossOur response was that we have no record of any ongoing technical issues reportedWe regret that you do not agree with our findingsIf 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 ###-###-####
Dear Ms***: On April 6, 2016, we received your complaint, dated April 5, 2016, filed with the Revdex.comYou indicated that your bill is not what you were quoted on the phone or in your confirmation emailYou requested to be released from the 24-month agreementOur records
reveal that you established your account through the DISH Network website and it was not a telephone saleYou signed up under the Digital Home Advantage 24-month agreement and enrolled in the two-year price lock promotionThis offer provided you a $monthly credit for months and a $monthly E-bill credit because you enrolled in one of our auto pay optionsYou provided me with the confirmation email you receivedThe offer that was included in this email was a system error, as it is not the offer that you signed up for service withIt reveals the 12-month introductory credit promotionThis promotion provides a monthly credit of $and the $monthly E-Bill creditAn adjustment was already applied for your first month billWhen I spoke with you by telephone today, I apologized for the system error and I agreed to provide you with the promotion of your choiceYou chose the 12-month offerThis offer would have included a total of $in credits for the past five months of serviceSince you already received $in credits, I applied an additional $credit to your accountAs you removed AutoPay from your account, you no longer receive the $E-bill creditI restarted your account and I applied an additional $credit to assist in bringing your account current, leaving you with a balance due of $I applied the $monthly credit for the remaining seven months of your first year of serviceThe first $credit will appear on your May 7, 2016, billing statementYou will also receive the $E-bill credit if you re-enroll in AutoPayAs you’re now receiving the price quoted in your confirmation email and chose the 12-month promotion, your 24-month contractual agreement remains validIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
August 22, *** *** ***
*** *** *** *** *
*** *** *** ** *** Re: Revdex.com Complaint #
***
*** Dear MrWilliams: On August 15, 2017, we received your complaint, dated August 12, 2017, filed with the Revdex.com You said you didn’t receive the channels you were told that you wouldYou requested that we release you from your contract When we spoke, I informed you that I will meet your request and release you from your contractAt your request, I set up your account to be disconnected on September 23, I also provided you with the equipment return disclosures If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because: we were never told there was a contract not the first time and not the second timeI clarified there was no contract repeatedly when I signed up, and when I asked to see something signed I was never sent anything because I never signed anythingI also deleted my card off your site and was told times that you had it removed from your system, surely you can verify that in your recordsI was told they would absolutely not debit my card because it was no longer in the system and the card you debited was only a card I used to make a monthly payment onYou were not authorized to debit me againAlso, you billed me on the 17th, we cancelled one week later that is not a months worth of serviceI paid on the 17th, used the service for a week so where is the rest of the month? You trick people into contracts then scramble and back talk yourselves to justify adding a bunch of fees in. I want the entire balance waived and a refund of the unused premium
Sincerely,
*** ***
Dear Ms***: On April 28, 2016, we received your rebuttal, dated April 27, 2016, filed with the Revdex.comYou maintain that your monthly billing was incorrect and that the adjustments you received were compensation for DISH Network errors. You also said that $was debited from your bank account in errorI reviewed your calls and found that you insisted that our agents “fix” your billing due to alleged errors or misinformation. A review of your billing revealed no such errors. Your balance fluctuated due to late, missed, or partial payments and changes in programmingOur records show that a $programming fee was applied to your account when you downgraded your programming to the DISH AmericaAs you requested to view SEC basketball but disputed having to increase your programming package and threatened to disconnect your account, the agent with whom you spoke upgraded your programming and applied a monthly credit to cover the difference between your package, DISH America, and the package you needed, America’s Top Plus, for three months. Please note that this was not due to any error on DISH Network’s part, but because you did not wish to pay more for the higher packageYour monthly rate is $79.64, however; your last balance was not $as you stated, but $59.64. It was lower due to you changing your programming. Enclosed are your bills from January to present for your recordsAs I explained previously, as you provided your credit card account for the qualification for your daughter’s DISH Network account, and as you are listed as the joint account holder/ authorized user on this account, her early termination fee of $was applied to your credit card accountIf 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is fine
Sincerely,
*** ***
Dear Mr***: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.comYou disputed the early termination fees for internet and TV service as you stated that the sales representative told you there was no commitmentA review of your
account reveals that this issue was addressed on January 29, 2016, when an agent removed the $early termination fee for TV and the $early termination fee for internet serviceWhen I spoke with you by telephone today, you confirmed that this issue has been addressedI submitted a refund for $and I informed you that boxes will ship for the return of the receivers, remotes, modem and TRIAPlease return the equipment in a timely manner to avoid unreturned equipment fees and keep the return tracking numbers for your recordsIf 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/07/24) */
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 TV quality is poor and you requested to have your 24-month commitment 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 that you wanted to disconnect your service as you do not like the service or the channels that you're receiving and because you do not use itYou left me a voicemail stating that your main reason for disconnecting your account was the lettering on the screen
While we regret any inconvenience, we are unable to waive your 24-month commitment for these issues
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 /* (4200, 13, 2015/08/24) */
Received duplicated complaint 08/23/2015, merged information from CID#XXXXXXXX and closed as duplicate
The screen on the guide is white background with small blue writing, There is noting I want to watch on my package and I cannot afford to go up packag
I want out of my contract, I have trouble seeing and have to get right in front of the tv and squint to read the guideThe line up on the guide is crazyI have talked to Mr*** Simons he was rude and ugly to meI keep calling him and he does not return my calls8/23/I called to talk to the president which I was told he does not talk to customersI ask Chrystal in the presidents office to ask himShe refused she said she could not help meI want the service to go away and I can not afford to pay $as an early disconnect feeChrystal ask me if I could give my service to someoneI told her why would I when I'm not happy with itI have nothing to say good about dishI want this resolved as soon as possible please
I do not want DISH tv they are rudeThey will not let me talk to the presidentDavis Simons lied he has not called me back
I'm very unhappy and would discourage from getting dish
$
Final Business Response /* (4000, 15, 2015/09/02) */
August 28,
***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 27, 2015, we received your rebuttal, dated August 24, 2015, filed with the Revdex.com
You said that I was rude when we spoke and I said that you could not read the on-screen guideYou requested to have your early termination fee waived
Please note that we have never spoken and that I have returned every call I have received from you
If you are experiencing issues with the whole-screen guide, you can press the right arrow on your remote to bring up a different guide that you may be better able to view
While we regret any inconvenience, we are unable to waive your 24-month commitment 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
*** ***
December 30, *** *** ***
*** *** *** *** *** *** **
*** *** ** *** Re: Revdex.com Complaint # ***
8*** Dear Mr***: On December 29, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.comYou said that you experienced technical issues and that DISH Network was not able to schedule a technician visit for you for two weeks. You requested to have your balance removed from your credit fileWhen we spoke, I advised you that our records indicate you had three technician visits between March and August 2014. One visit was for your internet service and was resolved by reconfiguring your router. The next visit was for your TV service and was resolved with the replacement of a solo node. During the last visit the technician found nothing wrong with your systemThe first and third visits were completed within two days of your call for troubleshooting, and the second was within five daysA review of your troubleshooting calls revealed that the majority were for weather-related outages, which are provided for in our customer agreementAs your technical issues were resolved in a timely manner, we are unable to waive your $balance for this issue. However, as a courtesy, I waived your $internet early termination fee. The reversal of his fee along with the associated tax, brings your balance to $335.98. As I offered when we spoke, once this balance is paid, I will request that this item be removed from your credit fileIf 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 Cherokee St Denver, CO *** ***
March 21, Ms*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On March 15, 2016, we received your complaint, dated March 13, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 16, and 21, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern that you were not offered a payment extensionYou also stated that your bill has doubledYou asked that we provide you with a payment extension and for your rate to stay the same Our records reflect that you have a pay-in-advance account, which doesn’t qualify for payment extensionsA review of your account doesn’t reflect that your rate has doubled; however, we did provide you with a $monthly credit for five months, which has expired and you’re now being charged the price for the service that you receive Please note that prices and programming are subject to change at any time If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 4, 2015/05/21) */
May 12,
Ms*** ***
*** *** ***., Apt*
***, *** ***
Re: Revdex.com Complaint # ***
***-***
*ear Ms***:
On May 11, 2015, we received your complaint, dated May 8, 2015, filed with
the Revdex.com
You expressed concern with the debit of $that was applied to your credit card account for an early termination feeYou indicated that you paid the fee when you disconnected your service
Your service was bundled with *indstream when it was disconnectedAs a result, the payment of $that was made on April 7, 2015, was transferred to them and was not applied towards *ISH Network's early termination feeOn April 13, 2015, a *ISH Network-only account was established to bill you for the early termination feePer your promotion terms, *ISH Network may debit your credit card account automatically for any early termination, unreturned equipment and/or shipping feesTherefore, a debit of $was applied to your credit card account
*hen I spoke with you by phone today, I advised you that I reversed the early termination fee, leaving a zero balanceI also submitted a refund of $to your credit card account and waived the $box return feePlease allow three to five business days for the refund to process
You expressed dissatisfaction with our Customer Service *epartment while you were attempting to resolve your concerns*e appreciate that you brought this issue to our attention so that we may address it with the appropriate personnel
*e strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
*ispute Resolution Specialist
Executive Escalations Team
*ISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm M*T
(***) ***-***
cc: *enver / Boulder Revdex.com
Cherokee St
*enver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/27) */
(The consumer indicated he/she ACCEPTE* the response from the business.)
All issues have been resolved, Thank you to *ish Network for your rapid response in this matter
Initial Business Response /* (1000, 5, 2015/09/22) */
September 10,
Ms*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 10, 2015, we received your complaint, dated September 9, 2015, filed
with the Revdex.com
You expressed concern with the removal of channels due to contract negotiations
DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programmingIn order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing
When I spoke with you by phone today, I advised you that the channels were restored on August 26,
We apologize for any inconvenience that this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***