March 30, Mr*** *** ** ** *** *** *** * *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On March 22, 2016, we received your complaint, dated March 19, 2016, filed with the Revdex.com You stated that a neighbor in your apartment building recently purchased DISH Network serviceYou are displeased that the technician added the service to your existing satellite dishYou are concerned that this will have a negative impact on your service and you requested that a separate dish be installed When we spoke today, I confirmed that this was a standard installation procedure for an apartment buildingI assured you that your service would not be impacted, but I offered to have a second dish installed if necessaryYou indicated that you intended to move soon, and you agreed to leave the installation as isWe discussed the DISH MoDeal process and the matter was resolved 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 *** ***
July 15, Mr*** *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On July 8, 2016, we received your complaint, dated July 7, 2016, filed with the Revdex.com You indicated you were quoted a price of $for internet, phone and TV service and that you have been overbilled by $You requested that we refund the $and remove the current charges of $from your billYou also requested to be released from the 24-month commitment When I spoke with you by telephone today, I informed you that a review of the sales call on May 16, 2016, reveals that the agent told you that your monthly bill would be $extra to add internet serviceThe agent also informed you that your next bill would include prorated charges of $ Since the prorated charges are actually $75.16, I applied an adjustment of $Additionally, the bill dated June 19, 2016, did not include the $monthly credit for telephone serviceTherefore, I applied it to your accountI also applied an additional $credit to your account because you did not get a credit for the prorated chargesThere is currently a credit balance of $on your account Your monthly bill is regularly priced at $for internet, TV and telephone service and once the $credit is applied, it is reduced to $plus tax If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
December 8, 2017 Ms*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On November 30, 2017, we received your complaint, dated November 29, 2017, filed with the Revdex.com. You expressed concern that your DISH Network balance was sent to collections. You said that you have been making payments. You requested to pay the remaining balance and have this item removed from your credit file. I attempted to reach you at *** *** on December 5, 6, and 7, 2017, and I left three voicemails. I also emailed you at ***. In my last message, I informed you that DISH Network does not offer payment plans. As I explained, our system automatically sends unpaid balances for collection. Our records indicate that you disconnected your account on June 26, 2017. At that time you were advised of the $early termination fee. As your account was enrolled in AutoPay, your balance of $was collected on your July 1, 2017, due date. That payment was declined by your bank and returned to DISH Network on July 17, 2017. A $returned check fee (plus tax) was applied at that time as well, leaving a balance of $333.50. Your balance was sent to collections on August 7, You made one $payment towards your balance--on August 27, 2017. While we sincerely regret any inconvenience this issue may have caused, as your balance is correct and as it was correctly reported for collection, we are unable to remove this item from your credit file. Once the balance is paid, your credit file will be updated to reflect that information. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S*Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri(720) 514-7312 cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite 350 Denver, CO 80210 *** ***
August 19, Ms*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On August 15, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com You said that you signed an agreement for a $gift card from DISH Network When we spoke today, our call was terminated after I identified myself and my reason for calling I reviewed the calls on your account and found that you contacted us on June 29, 2016, concerning the $gift card offer. Please note that your account was already initiated at that point and promotional codes are required during your initial sales call. However, as the agent with whom you spoke advised you that you would receive the gift card, I submitted a request to have the $gift card manually processed If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
Initial Business Response /* (1000, 6, 2015/09/01) */
August 26,
Ms*** ***
*** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 29, 2015, we received your complaint, dated August 19, 2015, filed with the
Revdex.com
You disputed some Pay-Per-View (PPV) purchases and indicate that you are now in collections because of this
When I spoke with you by telephone today, I informed you that the PPV purchases were ordered with the remoteSince we had credited your account on June 21, 2013, for some PPVs and assisted you in locking your system, these purchases in March and April of are validThe total charges for the PPV are $As an exception, I applied a credit for that amountThe $boxing event on April 13, 2014, is non-refundableHowever, I reversed this fee, as well
The last payment of $was posted to your account on April 14, 2014, and was for your February 27, 2014, billing statementSince another bill was generated on March 27, 2014, this left a past-due balance of $to be included on the new billThis brought the total amount due to $
No further payments were made and your service was disconnected due to non-payment on May 18, All charges from that date forward were removed, leaving a programming balance due of $
The account was referred to collections on July 8, 2014.The amount due of $1,included the $early termination fee and $plus tax, as well as the programming balance of $
Although you maintain that a technician retrieved the equipment, we have no record of a technician visit scheduledOnce the Hopper, Joeys and remotes are returned, the equipment fees will be removedI removed the $LNBF feeThe current balance due is $
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How can I return boxes that a dish technician already picked up? also, seeing I was told that the boxing fight or whatever was removed, and the early termination fee was waiveddifferent information is given every time
Final Business Response /* (4000, 10, 2015/09/14) */
September 8,
Ms*** ***
*** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your complaint, dated September 1, 2015, filed with the Revdex.com
You maintain that you do not have the equipment because the technician retrieved it when he went to your home for a technician visit
Your account was activated under the Digital Home Advantage (DHA) leased equipment agreementBoxes were shipped to you on June 12, 2014, for the return of the equipmentSince you did not return the leased equipment, you were charged $plus tax for unreturnedOnce the Hopper, Joeys and remotes are returned, the equipment charges will be removedAs stated in the agreement, it is the customer's responsibility to return the equipment
If you contacted a local retailer, please contact them directly for questions regarding the equipment
When I spoke with you by telephone today, I once again informed you that we have no record of a technician visit being scheduledI contacted the installation office in your area and they informed me that the only time they were at your residence was when they installed the system
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 10, 2015/07/27) */
July 24,
*** *** ***
*** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***
On July 22, 2015, we received your complaint, dated July 21, 2015, filed with the
Revdex.com
You said you mailed a check payment in the amount of $and DISH Network collected $over the check amountYou requested a refund and asked that the overdraft fees be paidYou also expressed dissatisfaction with the customer service you receivedYou included a copy of a handwritten bank ledger and a statement showing one $bank fee
When we spoke today, I advised you that I requested a copy of your check payment for June 30, I will follow up with you when I have received an update from the DISH Network Payment Processing TeamDuring our conversation, you confirmed that you received a refund of $on July 14,
I informed you that your call recordings were reviewed and we found that your concerns were addressed in a professional mannerYou terminated the call before I could advise you that the documents you provided are insufficient
So that I may assist you further with this matter, please provide me with a copy of your bank statement showing a rolling balance and the overdraft feesYou may scan and email these documents to me at ***@dish.com or mail copies to DISH Network, Attn: *** *** at ** *** *** *** CO XXXXX
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
Cherokee St
Denver, CO XXXXX
*** ***
August 12, Dear Mr***: On August 10, 2016, we received your complaint, dated August 9, 2016, filed with the Revdex.com You said that you purchased a sound bar from DISH Network, but you have been unable to link the remoteYou asked that we
link the remote and provide a credit for the inconvenience When we spoke by phone, you told me that our technician was able to resolve the issue with your remoteI thanked you for taking the time to allow our technician come to your home, and I agreed to provide a $credit to your account 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 ###-###-####
December 1, Dear Mr***: On November 30, 2016, we received your complaint, dated November 28, 2016, filed with the Revdex.com You stated that you recently contacted DISH Network to disconnect your accountYou were advised that you
were under a 24-month contract initiated with an equipment upgrade that occurred in August You indicated that the contractual commitment was not disclosed to you, and you requested that the early termination fee be waived The recorded call during which the equipment upgrade took place was unavailable, so I was unable to confirm the contractual term disclosuresWhen we spoke today I advised you that, although there was a signed agreement on file, I would waive the early termination fee, as a courtesyYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 6, 2015/11/04) */
November 2,
*** *** ***
*** ** ** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 28, 2015, we received your complaint, dated October 27, 2015, filed with
the Revdex.com
You disputed the early termination fee applied to your DISH Network accountYou said that you were not provided with the promotional gift card you were offered and you expressed concern about the takedown of your local channel
I attempted to reach you at (XXX) XXX-XXXX, ext123, on October and 30, 2015, and November 2, 2015, and I left three messages
In my last message, I advised you that our records indicate that the gift card to which you referred was offered by the independent retailer through whom you initiated serviceOur records indicate that you contacted us on September 29, 2015, and were advised to speak with Infinity Sales Group concerning this issue, as it was not a DISH Network promotion
Periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer you high-quality content at a fair valueTEGNA (the owner of your local affiliate) was making unreasonable demands from DISH Network in order for us to continue to carry their channelsWe were able to reach an agreement on October 11, 2015, and your local channel was restored after less than hours
As we do not have full control of the channels that we provide, we must provide for changes in programming in our customer agreementAs such, we are unable to waive your early termination feeEnclosed are copies of your Digital Home Advantage Agreement and Service Agreement for your records
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
November 14, *** *** ***
*** ** *** *** *** *
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On November 9, 2017, we received your correspondence, dated November 8, 2017, filed with the Revdex.com You said you not yet received your credit of $for the Refer-A-Friend promotionYou also expressed dissatisfaction with your customer service experience When we spoke today, you confirmed that you received the $referral credit on November 13, I also applied a one-month service credit of $to your account We thank you for bringing this matter to our attention, so that we can investigate it internallyI apologize for any inconvenience this may have caused If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
April 10, *** *** ***
*** *** *** *** *
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On April 7, 2017, we received your complaint, dated April 6, 2017, filed with the Revdex.com You stated that you contacted DISH Network and scheduled a technician visitThe technician’s arrival was delayed and as a result, you took time off work that was not needed and you missed a scheduled classThe customer service that you encountered while addressing this matter did not meet your expectationsYou requested compensation for your time When we spoke today, I advised you that we were unable to provide you with monetary compensationHowever, I offered to provide you with free ***, ***, *** and the DISH Movie Pack for three monthsYou declined my offer and you indicated that you intend to pursue the matter 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: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Tell us why here...July 15, 2016 Ms*** ** *** ** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms** ***: On July 8, 2016, we received your complaint, dated July 6, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at *** *** on July 11, and 15, 2016, and I left three messages You expressed concern that we automatically debited $from your debit/credit card accountYou indicated that you did not give permission for this action and we did not provide you with notificationYou requested a refund and to set up payment arrangements. This account was established under the Digital Home Advantage 24-month agreement (enclosed) on October 3, Since you disconnected your service on May 14, 2016, you did not fulfill the commitment and you were charged a $early termination feeIncluded in the agreement is authorization to automatically debit the debit/credit card account used to establish the DISH Network account The early termination fee is valid and we are unable to honor your request for a refundIn addition, we do not offer payment arrangements. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:am to 3:pm MDT
January 7, Mr*** *** *** ** *** ** *** ** *** Re: Revdex.com Complaint # *** *** Dear Mr***: On January 6, 2016, we received your rebuttal, dated January 3, 2016, filed with the Revdex.com You said that you want an apology for our billing practices in regards to you being charged for unreturned equipment We strive to provide excellent service, and 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: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
September 8, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On August 28, 2017, we received your complaint, dated August 26, 2017, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account, and you requested a refund When we spoke, I advised you that a review of your calls to us revealed that you were unable to get Frontier internet service and you wanted DISH Network to send you a modem so that you could continue to use your Sudden Link internet service. As was explained over the phone, we are unable to provide a modem for another company’s internet service As I advised you, your DISH Network TV service was installed and activated as agreed upon. DISH Network has no control over whether Frontier is able to provide service. As you agreed to our terms of service, including the 24-month commitment and associated early termination fee, I am unable to waive your early termination fee or provide a refund If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** * *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/10/28) */
October 26,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 23, 2015, we received your complaint, dated October 21,
2015, filed with the Revdex.com
You expressed concern with the following issues:
Account disconnection
Service charges
Collections
Overpayment
Shipment of boxes
When I spoke with you by telephone today, I informed you that your service was not disconnected as requestedI apologized for the oversight and I removed the balance of $Additionally, I notified collections to remove this account information from the credit bureausThere is no balance due to DISH Network
Our records reveal that the overpayment of $was refunded on July 1,
Boxes will normally ship to the address on the accountWe received the equipment and removed it from your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Problem resolvedThank you very much
December 23,
Mr*** ***
*** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Mr***:
On December 21, 2015, we received your correspondence, dated December 18, 2015, filed with the Revdex.com
You said you did
not agree to Credit Card AutoPay (CCA) and you requested a refund of $
When we spoke today, I advised you that the CCA was previously removed from your accountA refund of $was applied to your credit card account ending in *** on December 21,
We apologize for any inconvenience you may have experiencedYour feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at *** ***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
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,
*** ***
dish was able to find every phone call I made but the one I ask about.after dish was installed I received a call to verify the technician did a good job, and to know if I needed anything elsethat'swhen we had the discussion about all the issuses and that's the one they say can't be found, so I told dish I was tired of dealing with it, so I was done with itI will probably keep it for a while and then get rid of itthanks for all of your help. hl barnette h l barnette
*** *** ***
*** *** ***
*** ** *** *** *** *** ***
*** ** ***
*** *** *** * ***
***
Dear Mr***: On January 15, 2016, we received your correspondence, dated January 13, 2016, filed with the Revdex.comYou stated that your DISH Network account was not disconnected when you originally requestedAdditionally, you returned a receiver that you later realized you had purchasedYou requested a refund for the $credit balance on your account when you originally desired disconnection, a $refund for the receiver and that the current account balance be resolved. When we spoke today, I offered to issue you a refund of $for the credit balance, $for the receiver and to remove the current account balanceYou accepted this resolutionIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-#### *** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
*** ** *** ***
Dear Ms***: On April 14, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.comYou indicated that you submitted a new estimate for the repair of your roofYou also stated that you did not decline replacement of your roofIn my previous response, I informed you that our Corporate Field Resolutions (CFR) Department denied your request to replace the entire roof-not that you declined itI apologize for the confusionOur CFR Department informed me that the field office assessed the damage on March 2, 2016, and found that the roof was previously repaired and the source of the leak is from the repaired areaWe are accepting liability only for the portion of the roof where the satellite dish fell overOn April 13, 2016, Ms*** *** (CFR Claims Manager) attempted to contact you and left you a message to contact herShe is currently waiting for a return callIf 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, 2015/06/19) */
June 16,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms***:
On June 10, 2015, we received your complaint, dated June 9, 2015, filed with the RevDex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on June 11, and 16, 2015, and I left three messages
You indicated that the home you recently purchased had a DISH Network satellite dish installed on the roofYou requested that we remove it
When a satellite dish is installed, it becomes the property of the customerPlease contact the previous home owners directly or refer to your purchase agreement
You may schedule a dish removal for a fee of $or contact a local retailer for its removal
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
March 30, Mr*** *** ** ** *** *** *** * *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On March 22, 2016, we received your complaint, dated March 19, 2016, filed with the Revdex.com You stated that a neighbor in your apartment building recently purchased DISH Network serviceYou are displeased that the technician added the service to your existing satellite dishYou are concerned that this will have a negative impact on your service and you requested that a separate dish be installed When we spoke today, I confirmed that this was a standard installation procedure for an apartment buildingI assured you that your service would not be impacted, but I offered to have a second dish installed if necessaryYou indicated that you intended to move soon, and you agreed to leave the installation as isWe discussed the DISH MoDeal process and the matter was resolved 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 *** ***
July 15, Mr*** *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On July 8, 2016, we received your complaint, dated July 7, 2016, filed with the Revdex.com You indicated you were quoted a price of $for internet, phone and TV service and that you have been overbilled by $You requested that we refund the $and remove the current charges of $from your billYou also requested to be released from the 24-month commitment When I spoke with you by telephone today, I informed you that a review of the sales call on May 16, 2016, reveals that the agent told you that your monthly bill would be $extra to add internet serviceThe agent also informed you that your next bill would include prorated charges of $ Since the prorated charges are actually $75.16, I applied an adjustment of $Additionally, the bill dated June 19, 2016, did not include the $monthly credit for telephone serviceTherefore, I applied it to your accountI also applied an additional $credit to your account because you did not get a credit for the prorated chargesThere is currently a credit balance of $on your account Your monthly bill is regularly priced at $for internet, TV and telephone service and once the $credit is applied, it is reduced to $plus tax If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
December 8, 2017 Ms*** *** *** ***
*Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri(720) 514-7312 cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite 350 Denver, CO 80210 *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On November 30, 2017, we received your complaint, dated November 29, 2017, filed with the Revdex.com. You expressed concern that your DISH Network balance was sent to collections. You said that you have been making payments. You requested to pay the remaining balance and have this item removed from your credit file. I attempted to reach you at *** *** on December 5, 6, and 7, 2017, and I left three voicemails. I also emailed you at ***. In my last message, I informed you that DISH Network does not offer payment plans. As I explained, our system automatically sends unpaid balances for collection. Our records indicate that you disconnected your account on June 26, 2017. At that time you were advised of the $early termination fee. As your account was enrolled in AutoPay, your balance of $was collected on your July 1, 2017, due date. That payment was declined by your bank and returned to DISH Network on July 17, 2017. A $returned check fee (plus tax) was applied at that time as well, leaving a balance of $333.50. Your balance was sent to collections on August 7, You made one $payment towards your balance--on August 27, 2017. While we sincerely regret any inconvenience this issue may have caused, as your balance is correct and as it was correctly reported for collection, we are unable to remove this item from your credit file. Once the balance is paid, your credit file will be updated to reflect that information. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S
August 19, Ms*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On August 15, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com You said that you signed an agreement for a $gift card from DISH Network When we spoke today, our call was terminated after I identified myself and my reason for calling I reviewed the calls on your account and found that you contacted us on June 29, 2016, concerning the $gift card offer. Please note that your account was already initiated at that point and promotional codes are required during your initial sales call. However, as the agent with whom you spoke advised you that you would receive the gift card, I submitted a request to have the $gift card manually processed If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
Initial Business Response /* (1000, 6, 2015/09/01) */
August 26,
Ms*** ***
*** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 29, 2015, we received your complaint, dated August 19, 2015, filed with the
Revdex.com
You disputed some Pay-Per-View (PPV) purchases and indicate that you are now in collections because of this
When I spoke with you by telephone today, I informed you that the PPV purchases were ordered with the remoteSince we had credited your account on June 21, 2013, for some PPVs and assisted you in locking your system, these purchases in March and April of are validThe total charges for the PPV are $As an exception, I applied a credit for that amountThe $boxing event on April 13, 2014, is non-refundableHowever, I reversed this fee, as well
The last payment of $was posted to your account on April 14, 2014, and was for your February 27, 2014, billing statementSince another bill was generated on March 27, 2014, this left a past-due balance of $to be included on the new billThis brought the total amount due to $
No further payments were made and your service was disconnected due to non-payment on May 18, All charges from that date forward were removed, leaving a programming balance due of $
The account was referred to collections on July 8, 2014.The amount due of $1,included the $early termination fee and $plus tax, as well as the programming balance of $
Although you maintain that a technician retrieved the equipment, we have no record of a technician visit scheduledOnce the Hopper, Joeys and remotes are returned, the equipment fees will be removedI removed the $LNBF feeThe current balance due is $
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How can I return boxes that a dish technician already picked up? also, seeing I was told that the boxing fight or whatever was removed, and the early termination fee was waiveddifferent information is given every time
Final Business Response /* (4000, 10, 2015/09/14) */
September 8,
Ms*** ***
*** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your complaint, dated September 1, 2015, filed with the Revdex.com
You maintain that you do not have the equipment because the technician retrieved it when he went to your home for a technician visit
Your account was activated under the Digital Home Advantage (DHA) leased equipment agreementBoxes were shipped to you on June 12, 2014, for the return of the equipmentSince you did not return the leased equipment, you were charged $plus tax for unreturnedOnce the Hopper, Joeys and remotes are returned, the equipment charges will be removedAs stated in the agreement, it is the customer's responsibility to return the equipment
If you contacted a local retailer, please contact them directly for questions regarding the equipment
When I spoke with you by telephone today, I once again informed you that we have no record of a technician visit being scheduledI contacted the installation office in your area and they informed me that the only time they were at your residence was when they installed the system
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 10, 2015/07/27) */
July 24,
*** *** ***
*** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***
On July 22, 2015, we received your complaint, dated July 21, 2015, filed with the
Revdex.com
You said you mailed a check payment in the amount of $and DISH Network collected $over the check amountYou requested a refund and asked that the overdraft fees be paidYou also expressed dissatisfaction with the customer service you receivedYou included a copy of a handwritten bank ledger and a statement showing one $bank fee
When we spoke today, I advised you that I requested a copy of your check payment for June 30, I will follow up with you when I have received an update from the DISH Network Payment Processing TeamDuring our conversation, you confirmed that you received a refund of $on July 14,
I informed you that your call recordings were reviewed and we found that your concerns were addressed in a professional mannerYou terminated the call before I could advise you that the documents you provided are insufficient
So that I may assist you further with this matter, please provide me with a copy of your bank statement showing a rolling balance and the overdraft feesYou may scan and email these documents to me at ***@dish.com or mail copies to DISH Network, Attn: *** *** at ** *** *** *** CO XXXXX
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
Cherokee St
Denver, CO XXXXX
*** ***
August 12, Dear Mr***: On August 10, 2016, we received your complaint, dated August 9, 2016, filed with the Revdex.com You said that you purchased a sound bar from DISH Network, but you have been unable to link the remoteYou asked that we
link the remote and provide a credit for the inconvenience When we spoke by phone, you told me that our technician was able to resolve the issue with your remoteI thanked you for taking the time to allow our technician come to your home, and I agreed to provide a $credit to your account 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 ###-###-####
December 1, Dear Mr***: On November 30, 2016, we received your complaint, dated November 28, 2016, filed with the Revdex.com You stated that you recently contacted DISH Network to disconnect your accountYou were advised that you
were under a 24-month contract initiated with an equipment upgrade that occurred in August You indicated that the contractual commitment was not disclosed to you, and you requested that the early termination fee be waived The recorded call during which the equipment upgrade took place was unavailable, so I was unable to confirm the contractual term disclosuresWhen we spoke today I advised you that, although there was a signed agreement on file, I would waive the early termination fee, as a courtesyYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 6, 2015/11/04) */
November 2,
*** *** ***
*** ** ** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 28, 2015, we received your complaint, dated October 27, 2015, filed with
the Revdex.com
You disputed the early termination fee applied to your DISH Network accountYou said that you were not provided with the promotional gift card you were offered and you expressed concern about the takedown of your local channel
I attempted to reach you at (XXX) XXX-XXXX, ext123, on October and 30, 2015, and November 2, 2015, and I left three messages
In my last message, I advised you that our records indicate that the gift card to which you referred was offered by the independent retailer through whom you initiated serviceOur records indicate that you contacted us on September 29, 2015, and were advised to speak with Infinity Sales Group concerning this issue, as it was not a DISH Network promotion
Periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer you high-quality content at a fair valueTEGNA (the owner of your local affiliate) was making unreasonable demands from DISH Network in order for us to continue to carry their channelsWe were able to reach an agreement on October 11, 2015, and your local channel was restored after less than hours
As we do not have full control of the channels that we provide, we must provide for changes in programming in our customer agreementAs such, we are unable to waive your early termination feeEnclosed are copies of your Digital Home Advantage Agreement and Service Agreement for your records
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
November 14, *** *** ***
*** ** *** *** *** *
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On November 9, 2017, we received your correspondence, dated November 8, 2017, filed with the Revdex.com You said you not yet received your credit of $for the Refer-A-Friend promotionYou also expressed dissatisfaction with your customer service experience When we spoke today, you confirmed that you received the $referral credit on November 13, I also applied a one-month service credit of $to your account We thank you for bringing this matter to our attention, so that we can investigate it internallyI apologize for any inconvenience this may have caused If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
April 10, *** *** ***
*** *** *** *** *
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On April 7, 2017, we received your complaint, dated April 6, 2017, filed with the Revdex.com You stated that you contacted DISH Network and scheduled a technician visitThe technician’s arrival was delayed and as a result, you took time off work that was not needed and you missed a scheduled classThe customer service that you encountered while addressing this matter did not meet your expectationsYou requested compensation for your time When we spoke today, I advised you that we were unable to provide you with monetary compensationHowever, I offered to provide you with free ***, ***, *** and the DISH Movie Pack for three monthsYou declined my offer and you indicated that you intend to pursue the matter 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: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Tell us why here...July 15, 2016 Ms*** ** *** ** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms** ***: On July 8, 2016, we received your complaint, dated July 6, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at *** *** on July 11, and 15, 2016, and I left three messages You expressed concern that we automatically debited $from your debit/credit card accountYou indicated that you did not give permission for this action and we did not provide you with notificationYou requested a refund and to set up payment arrangements. This account was established under the Digital Home Advantage 24-month agreement (enclosed) on October 3, Since you disconnected your service on May 14, 2016, you did not fulfill the commitment and you were charged a $early termination feeIncluded in the agreement is authorization to automatically debit the debit/credit card account used to establish the DISH Network account The early termination fee is valid and we are unable to honor your request for a refundIn addition, we do not offer payment arrangements. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:am to 3:pm MDT
January 7, Mr*** *** *** ** *** ** *** ** *** Re: Revdex.com Complaint # *** *** Dear Mr***: On January 6, 2016, we received your rebuttal, dated January 3, 2016, filed with the Revdex.com You said that you want an apology for our billing practices in regards to you being charged for unreturned equipment We strive to provide excellent service, and 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: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
September 8, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On August 28, 2017, we received your complaint, dated August 26, 2017, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account, and you requested a refund When we spoke, I advised you that a review of your calls to us revealed that you were unable to get Frontier internet service and you wanted DISH Network to send you a modem so that you could continue to use your Sudden Link internet service. As was explained over the phone, we are unable to provide a modem for another company’s internet service As I advised you, your DISH Network TV service was installed and activated as agreed upon. DISH Network has no control over whether Frontier is able to provide service. As you agreed to our terms of service, including the 24-month commitment and associated early termination fee, I am unable to waive your early termination fee or provide a refund If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** * *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/10/28) */
October 26,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 23, 2015, we received your complaint, dated October 21,
2015, filed with the Revdex.com
You expressed concern with the following issues:
Account disconnection
Service charges
Collections
Overpayment
Shipment of boxes
When I spoke with you by telephone today, I informed you that your service was not disconnected as requestedI apologized for the oversight and I removed the balance of $Additionally, I notified collections to remove this account information from the credit bureausThere is no balance due to DISH Network
Our records reveal that the overpayment of $was refunded on July 1,
Boxes will normally ship to the address on the accountWe received the equipment and removed it from your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Problem resolvedThank you very much
December 23,
Mr*** ***
*** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Mr***:
On December 21, 2015, we received your correspondence, dated December 18, 2015, filed with the Revdex.com
You said you did
not agree to Credit Card AutoPay (CCA) and you requested a refund of $
When we spoke today, I advised you that the CCA was previously removed from your accountA refund of $was applied to your credit card account ending in *** on December 21,
We apologize for any inconvenience you may have experiencedYour feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at *** ***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
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,
*** ***
dish was able to find every phone call I made but the one I ask about.after dish was installed I received a call to verify the technician did a good job, and to know if I needed anything elsethat'swhen we had the discussion about all the issuses and that's the one they say can't be found, so I told dish I was tired of dealing with it, so I was done with itI will probably keep it for a while and then get rid of itthanks for all of your help. hl barnette h l barnette
*** *** ***
*** *** ***
*** ** *** *** *** *** ***
*** ** ***
*** *** *** * ***
***
Dear Mr***: On January 15, 2016, we received your correspondence, dated January 13, 2016, filed with the Revdex.comYou stated that your DISH Network account was not disconnected when you originally requestedAdditionally, you returned a receiver that you later realized you had purchasedYou requested a refund for the $credit balance on your account when you originally desired disconnection, a $refund for the receiver and that the current account balance be resolved. When we spoke today, I offered to issue you a refund of $for the credit balance, $for the receiver and to remove the current account balanceYou accepted this resolutionIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-#### *** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
*** ** *** ***
Dear Ms***: On April 14, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.comYou indicated that you submitted a new estimate for the repair of your roofYou also stated that you did not decline replacement of your roofIn my previous response, I informed you that our Corporate Field Resolutions (CFR) Department denied your request to replace the entire roof-not that you declined itI apologize for the confusionOur CFR Department informed me that the field office assessed the damage on March 2, 2016, and found that the roof was previously repaired and the source of the leak is from the repaired areaWe are accepting liability only for the portion of the roof where the satellite dish fell overOn April 13, 2016, Ms*** *** (CFR Claims Manager) attempted to contact you and left you a message to contact herShe is currently waiting for a return callIf 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, 2015/06/19) */
June 16,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms***:
On June 10, 2015, we received your complaint, dated June 9, 2015, filed with the RevDex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on June 11, and 16, 2015, and I left three messages
You indicated that the home you recently purchased had a DISH Network satellite dish installed on the roofYou requested that we remove it
When a satellite dish is installed, it becomes the property of the customerPlease contact the previous home owners directly or refer to your purchase agreement
You may schedule a dish removal for a fee of $or contact a local retailer for its removal
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***