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
*** ***
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
*** ***
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 *** ***
Dear Ms***: On January 25, 2016, we received your complaint, dated January 21, 2016, filed with the Revdex.comYou said that the Credit Card AutoPay option was added to your account without your authorizationYou state that your account was debited a number of times, causing you
to incur $in bank feesYou also said that a payment of $was collected without your authorizationYou requested a refund, and to be reimbursed for the bank fees you incurredWhen we spoke, I informed you that our records reflect that we attempted to debit your credit card account one time--on December 29, Therefore, I told you that I will apply a $credit towards your DISH Network account, but no further credit will be offeredFurthermore, I advised you that our records don’t reflect unauthorized payments, as your payments have been made manually through our website or the receiver’s payment optionIf 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 ###-###-####
Complaint:
I am rejecting this response because:On 2/2/@ 11:pm I received an email from Dish stating that they had not received the following equipment: *** *** and that $was charged to my account and that my services where suspended until payment has been madeI called Dish at 10:am on 2/3/just for them to tell me they have the equipment and that they are sorryThis is the second complaint I have made to the Revdex.com in days regarding Dish and the questionable work ethicsI was also due a $credit to February's bill but that has not happened eitherIf your company will not do what it says it will been please do not promise or state otherwiseOnce my contract is over I will take my business to *** TVIT'S TRUE, YOU DO PAY MORE AT *** TV BUT YOU GET BETTER SERVICE!!!!!!!!!!!! YOU PEOPLE ARE A HEADACHE AND FRUSTRATING TO WORK WITH. Desired Outcome:Credit $for my bill
Sincerely,
*** ***
December 8, Ms*** *** *** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 6, 2016, we received your complaint, dated December 5, 2016, filed with the Revdex.com You said that you did not know you were being charged for the Protection Plan and you asked to receive an adjustment for the fees you have been charged When we spoke, I advised you that the Protection Plan has been listed as a line item on your monthly bill since at least December 2014. As I explained, DISH Network doesn’t know that you do not wish to keep a service if you do not advise us of such. You were provided with a courtesy credit for three months of charges ($24.00). Our records indicate that you were shipped equipment times and, due to having the Protection Plan, you were not charged for any shipping feesAs you never requested the removal of the plan and as you enjoyed the benefits of it, we are unable to apply an adjustment for the fees you were charged previously If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
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
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/11/11) */
November 9,
*** *** ***
*** ** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 6, 2015, we received your correspondence, dated November 5, 2015, filed
with the Revdex.com
You stated that DISH Network damaged your siding when your service was installedYour request to have the damage repaired was not resolved to your satisfactionYou asked that your early termination fee be waived so you can disconnect your service without penalty
When we spoke today, I agreed to waive your early termination fee, as a courtesyYou accepted this resolution and disconnected your service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Dear Ms***: On March 3, 2016, we received your complaint, dated March 3, 2016, filed with the Revdex.comYou stated that DISH Network applied a $charge to your bank accountAs a result, your payment of $was returnedYou also indicated that this return was
presented for payment several timesEach time you incurred a non-sufficient funds (NSF) feeYou requested that this matter be resolved and you would like to receive a refund for the NSF feesWhen we spoke on March 4, 2016, I advised you to provide me a copy of your bank statement to investigate this matterI agreed to refund any NSF fees you incur that were caused by DISH NetworkAs of today, I have not received a copy of the statement I requestedIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
September 27, *** *** ***
** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On September 25, 2017, we received your complaint, dated September 23, 2017, filed with the Revdex.com You expressed concern regarding being charged for a Pay-Per-View (PPV) boxing match that you state you didn’t orderYou ask that we remove the charge When we spoke by phone, I told you that our records reflect that it was ordered through your remote controlWhen a PPV is ordered through the remote, you are required to confirm the purchase three times in order to avoid it being ordered by mistakeIn addition, we were able to confirm that your system was not lockedI informed you that we consider the charge to be valid, but I agreed to provide you with a $account credit as a courtesy If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** *** *** *** *** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/10/12) */
October 8,
*** *** ***
*** *** *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed with
the Revdex.com
You said that you were advised that your early termination fee was waived, but you were billed for it
When we spoke, I advised you that a system issue caused your early termination fee to re-apply when your account was unbundledThe fee was waived again on October 5, 2015, and your balance is zero
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 10, 2015/09/25) */
September 21,
Ms*** ***
*** *** ***
Columbia, MD XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 17, 2015, we received your complaint, dated September 15, 2015,
filed with the Revdex.com
You maintain that you called in July to inform us that you were moving and your new landlord would not allow the installation of the satellite dishYou later called back to disconnect and you were informed that there would be no further charges
A review of the call on July 22, 2015, indicates that you were informed of the early termination feeThe call on August 31, 2015, does not reveal that you were told there would be no further chargesThe address was changed and boxes were shipped
This account was activated under the Digital Home Advantage (DHA) 24-month agreementIt is stated in the DHA agreement that you are still bound by the terms of the commitment if you change your residenceIt is through no fault of DISH Network that you changed your residence while in a term commitment
However, I was unable to locate a copy of your DHA agreement; as a result, I waived the commitmentThe receiver does not need to be returned
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, 5, 2015/07/21) */
July 16,
Ms*** ***
*** *** *** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 13, 2015, we received your correspondence, dated July
10, 2015, filed with the Revdex.com
Our records show that this matter has been previously addressed by letter correspondence, dated July 16, 2015, through the Arkansas Attorney General's OfficeI enclosed a copy of this letter for your review
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
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
July 16,
Ms*** ***
Investigator
Consumer Protection Division
Office of the Attorney General
State of Arkansas
Center St., Ste
Little Rock, AR XXXXX
Re: Ms*** ***
File NoXX-XXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***
On July 13, 2015, we received your correspondence, dated July 10, 2015, regarding Ms*** ***
Ms*** said she canceled her service as her father moved due to health reasons and indicated that she did not sign an agreementShe disputed the early termination fees for the satellite TV and internet services
I attempted to reach Ms*** at (XXX) XXX-XXXX on July 14, and 16, I left three voice messagesAlthough she returned my call we were unable to speak directly
A review of Ms*** account reveals that she established the Digital Home Advantage and dishNET Internet services with separate 24-monht commitments on March 12, Under these promotions the customer agrees to be bound to the agreements if the residence changesHowever, because we are unable to locate Ms*** signed DHA and dishNET agreements, I reversed the $and $early termination fees from her account
We ask that the leased equipment be returned to DISH NetworkOur records indicate that two rerun boxes with labels were delivered to Ms*** address by UPS on July 14, As a courtesy, I reversed the two $return shipping fees from her 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 - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Ms*** ***
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They reversed all charges including return labelsIf they try to not hold up to this reversal, I will reopenThank you, *** ***
*** *** *** *** *** *** *** ** XXXXX
December 22,
Ms*** ***
*** *** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 22, 2015, we received your rebuttal, dated December 21, 2015, filed with the Revdex.com
You maintain that you were offered free long distance and that I advised you that your phone could not be installed because DISH Network does not own the lines in your homeYou also said that you were experiencing technical issues
A review of our records does not reflect any offers for free long distance, nor do we offer a promotion such as you describe
Please note that I advised you that phone lines are a shared infrastructure and, therefore, DISH Network could not just "flip a switch" to enable your long distance service as you suggested that we couldBecause our agents are aware of how phone lines work, you were advised of the time line to enable long distance
Our records indicate that we received one technical assistance call on December 14, 2015, the issue of which was resolved by setting your on-screen guide to "all channels" and resetting your Super Joey
As you have expressed dissatisfaction with our service, I made an exception and waived your 24-month commitments
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: 6:am - 2:pm (MDT), Mon-Fri
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
***Tell us why here...March 22, 2016 Mr*** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On March 21, 2016, we received your rebuttal, dated March 17, 2016, filed with the Revdex.com. You expressed concern about the level of customer service that you received when you disconnected your account. You also continued to dispute the early termination and shipping fees applied to your account. When we spoke, I advised you that I made an exception and waived the $shipping fee applied to your accountHowever, as the changing of your address is out of DISH Network’s control, and as you received the benefits of the 24-month commitment, we are unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Tell us why here...August 31, 2016 Dear Mr***: On August 26, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com. You stated that you were not able to record the UFC PPV event you ordered on August 20, 2016, and you
want to have your early termination fee waived When I spoke with you, I advised you that you can record any PPV eventA review of your account reveals that you were not charged for the event You said that you consider this issue resolved 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 - Friday, 6:am - 2:pm MDT###-###-####
I have called times and left messages each timeAgain this is yet another lost information on Dish's part.Dish made a promise to me around ChristmasThis was after at least the 4th time that I spent on the phone being transferred around so why you have zero call logs is not my issueAgain it is another issue with Dish.I have asked to either have my bill lowered to what was promised or to be let out of my contract with zero repercussions especially knowing their are multiple web sites with the same complaints and others that have been allowed out of their contracts or had their bills lowered. So Again it is now March and I have spent the past months arguing with Dish over their lack of customer service and fulfilling promises they madeAnd my bill is about to become over $because Dish refuses to do anything.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/07/30) */
July 27,
Mr.***
***
Shallowater, TX XXXXX
Re: *** Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***
On July 23, 2015, we received your complaint, dated July 22, 2015, filed
with the ***
You mentioned the following issues:
Billing
Programming
Billing statements
Credit Card AutoPay (***)
Service disconnection
You expressed concern with the charges that were applied to your account after your 24-month commitmentPlease be advised that *** reserves the right to change prices at any timeSince the activation of your service on November 9, 2011, we have experienced several price increases to our programming packagesThis along with the programming changes and short-term account credits applied by our representatives has caused your monthly rate to changePrior to the disconnection, you subscribed to the America's Top package for $a monthBecause you were receiving two monthly account credits for a total of $17.00, your monthly rate was reduced to $plus tax
Although you maintain that unauthorized programming was added to your account, you did not provide additional informationOur records reveal that the programming changes made on your account were done in an attempt to reduce your monthly rate
You said that you did not receive your billing statement and you were billed automatically on your credit card account each monthYour account was enrolled in paperless billing and ***Paperless billing was removed on November 28, 2014, and copies of your past billing statements were mailed to your home*** was removed on April 15,
You stated that you opted to leave your service disconnected after it was interrupted by ***Your service was disconnected on June 4, 2015, for non-payment because the last payment that we received ($on *** 7, 2015) was not for the full balance due ($102.38)
When I spoke with you by phone on July 24, 2015, I advised you that as a courtesy, I removed your final programming charges of $30.14, leaving a zero balanceWe are unable to honor your compensation request
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
***, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(***) ***
cc: Denver / Boulder***
***
Denver, CO XXXXX
***
December 16,
Dear Mr***:
On December 14, 2015, we received your correspondence, dated December 11, 2015, filed with the Revdex.com
You expressed concern as a payment was collected after your service was disconnected and you requested a refund
Your account was
disconnected on November 25, Since you were enrolled in AutoPay, a payment was collected on November 27,
When we spoke on December 15, 2015, I advised you that AutoPay must be removed from an account at least five business days before a scheduled payment in order to stop the system from collecting a payment on the payment due dateI regret any confusion
A refund of $was applied to your bank account electronically on December 11,
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 (720) 514-
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
Cherokee St
Denver, CO
*** ***
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
*** ***
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
*** ***
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
Dear Ms***: On January 25, 2016, we received your complaint, dated January 21, 2016, filed with the Revdex.comYou said that the Credit Card AutoPay option was added to your account without your authorizationYou state that your account was debited a number of times, causing you
to incur $in bank feesYou also said that a payment of $was collected without your authorizationYou requested a refund, and to be reimbursed for the bank fees you incurredWhen we spoke, I informed you that our records reflect that we attempted to debit your credit card account one time--on December 29, Therefore, I told you that I will apply a $credit towards your DISH Network account, but no further credit will be offeredFurthermore, I advised you that our records don’t reflect unauthorized payments, as your payments have been made manually through our website or the receiver’s payment optionIf 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 ###-###-####
Complaint:
I am rejecting this response because:On 2/2/@ 11:pm I received an email from Dish stating that they had not received the following equipment: *** *** and that $was charged to my account and that my services where suspended until payment has been madeI called Dish at 10:am on 2/3/just for them to tell me they have the equipment and that they are sorryThis is the second complaint I have made to the Revdex.com in days regarding Dish and the questionable work ethicsI was also due a $credit to February's bill but that has not happened eitherIf your company will not do what it says it will been please do not promise or state otherwiseOnce my contract is over I will take my business to *** TVIT'S TRUE, YOU DO PAY MORE AT *** TV BUT YOU GET BETTER SERVICE!!!!!!!!!!!! YOU PEOPLE ARE A HEADACHE AND FRUSTRATING TO WORK WITH. Desired Outcome:Credit $for my bill
Sincerely,
*** ***
December 8, Ms*** *** *** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 6, 2016, we received your complaint, dated December 5, 2016, filed with the Revdex.com You said that you did not know you were being charged for the Protection Plan and you asked to receive an adjustment for the fees you have been charged When we spoke, I advised you that the Protection Plan has been listed as a line item on your monthly bill since at least December 2014. As I explained, DISH Network doesn’t know that you do not wish to keep a service if you do not advise us of such. You were provided with a courtesy credit for three months of charges ($24.00). Our records indicate that you were shipped equipment times and, due to having the Protection Plan, you were not charged for any shipping feesAs you never requested the removal of the plan and as you enjoyed the benefits of it, we are unable to apply an adjustment for the fees you were charged previously If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
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
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/11/11) */
November 9,
*** *** ***
*** ** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 6, 2015, we received your correspondence, dated November 5, 2015, filed
with the Revdex.com
You stated that DISH Network damaged your siding when your service was installedYour request to have the damage repaired was not resolved to your satisfactionYou asked that your early termination fee be waived so you can disconnect your service without penalty
When we spoke today, I agreed to waive your early termination fee, as a courtesyYou accepted this resolution and disconnected your service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Dear Ms***: On March 3, 2016, we received your complaint, dated March 3, 2016, filed with the Revdex.comYou stated that DISH Network applied a $charge to your bank accountAs a result, your payment of $was returnedYou also indicated that this return was
presented for payment several timesEach time you incurred a non-sufficient funds (NSF) feeYou requested that this matter be resolved and you would like to receive a refund for the NSF feesWhen we spoke on March 4, 2016, I advised you to provide me a copy of your bank statement to investigate this matterI agreed to refund any NSF fees you incur that were caused by DISH NetworkAs of today, I have not received a copy of the statement I requestedIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
September 27, *** *** ***
** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On September 25, 2017, we received your complaint, dated September 23, 2017, filed with the Revdex.com You expressed concern regarding being charged for a Pay-Per-View (PPV) boxing match that you state you didn’t orderYou ask that we remove the charge When we spoke by phone, I told you that our records reflect that it was ordered through your remote controlWhen a PPV is ordered through the remote, you are required to confirm the purchase three times in order to avoid it being ordered by mistakeIn addition, we were able to confirm that your system was not lockedI informed you that we consider the charge to be valid, but I agreed to provide you with a $account credit as a courtesy If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** *** *** *** *** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/10/12) */
October 8,
*** *** ***
*** *** *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed with
the Revdex.com
You said that you were advised that your early termination fee was waived, but you were billed for it
When we spoke, I advised you that a system issue caused your early termination fee to re-apply when your account was unbundledThe fee was waived again on October 5, 2015, and your balance is zero
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 10, 2015/09/25) */
September 21,
Ms*** ***
*** *** ***
Columbia, MD XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 17, 2015, we received your complaint, dated September 15, 2015,
filed with the Revdex.com
You maintain that you called in July to inform us that you were moving and your new landlord would not allow the installation of the satellite dishYou later called back to disconnect and you were informed that there would be no further charges
A review of the call on July 22, 2015, indicates that you were informed of the early termination feeThe call on August 31, 2015, does not reveal that you were told there would be no further chargesThe address was changed and boxes were shipped
This account was activated under the Digital Home Advantage (DHA) 24-month agreementIt is stated in the DHA agreement that you are still bound by the terms of the commitment if you change your residenceIt is through no fault of DISH Network that you changed your residence while in a term commitment
However, I was unable to locate a copy of your DHA agreement; as a result, I waived the commitmentThe receiver does not need to be returned
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
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/21) */
July 16,
Ms*** ***
*** *** *** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 13, 2015, we received your correspondence, dated July
10, 2015, filed with the Revdex.com
Our records show that this matter has been previously addressed by letter correspondence, dated July 16, 2015, through the Arkansas Attorney General's OfficeI enclosed a copy of this letter for your review
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
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
July 16,
Ms*** ***
Investigator
Consumer Protection Division
Office of the Attorney General
State of Arkansas
Center St., Ste
Little Rock, AR XXXXX
Re: Ms*** ***
File NoXX-XXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***
On July 13, 2015, we received your correspondence, dated July 10, 2015, regarding Ms*** ***
Ms*** said she canceled her service as her father moved due to health reasons and indicated that she did not sign an agreementShe disputed the early termination fees for the satellite TV and internet services
I attempted to reach Ms*** at (XXX) XXX-XXXX on July 14, and 16, I left three voice messagesAlthough she returned my call we were unable to speak directly
A review of Ms*** account reveals that she established the Digital Home Advantage and dishNET Internet services with separate 24-monht commitments on March 12, Under these promotions the customer agrees to be bound to the agreements if the residence changesHowever, because we are unable to locate Ms*** signed DHA and dishNET agreements, I reversed the $and $early termination fees from her account
We ask that the leased equipment be returned to DISH NetworkOur records indicate that two rerun boxes with labels were delivered to Ms*** address by UPS on July 14, As a courtesy, I reversed the two $return shipping fees from her 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 - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Ms*** ***
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They reversed all charges including return labelsIf they try to not hold up to this reversal, I will reopenThank you, *** ***
*** *** *** *** *** *** *** ** XXXXX
December 22,
Ms*** ***
*** *** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 22, 2015, we received your rebuttal, dated December 21, 2015, filed with the Revdex.com
You maintain that you were offered free long distance and that I advised you that your phone could not be installed because DISH Network does not own the lines in your homeYou also said that you were experiencing technical issues
A review of our records does not reflect any offers for free long distance, nor do we offer a promotion such as you describe
Please note that I advised you that phone lines are a shared infrastructure and, therefore, DISH Network could not just "flip a switch" to enable your long distance service as you suggested that we couldBecause our agents are aware of how phone lines work, you were advised of the time line to enable long distance
Our records indicate that we received one technical assistance call on December 14, 2015, the issue of which was resolved by setting your on-screen guide to "all channels" and resetting your Super Joey
As you have expressed dissatisfaction with our service, I made an exception and waived your 24-month commitments
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: 6:am - 2:pm (MDT), Mon-Fri
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
***Tell us why here...March 22, 2016 Mr*** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On March 21, 2016, we received your rebuttal, dated March 17, 2016, filed with the Revdex.com. You expressed concern about the level of customer service that you received when you disconnected your account. You also continued to dispute the early termination and shipping fees applied to your account. When we spoke, I advised you that I made an exception and waived the $shipping fee applied to your accountHowever, as the changing of your address is out of DISH Network’s control, and as you received the benefits of the 24-month commitment, we are unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Tell us why here...August 31, 2016 Dear Mr***: On August 26, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com. You stated that you were not able to record the UFC PPV event you ordered on August 20, 2016, and you
want to have your early termination fee waived When I spoke with you, I advised you that you can record any PPV eventA review of your account reveals that you were not charged for the event You said that you consider this issue resolved 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 - Friday, 6:am - 2:pm MDT###-###-####
I have called times and left messages each timeAgain this is yet another lost information on Dish's part.Dish made a promise to me around ChristmasThis was after at least the 4th time that I spent on the phone being transferred around so why you have zero call logs is not my issueAgain it is another issue with Dish.I have asked to either have my bill lowered to what was promised or to be let out of my contract with zero repercussions especially knowing their are multiple web sites with the same complaints and others that have been allowed out of their contracts or had their bills lowered. So Again it is now March and I have spent the past months arguing with Dish over their lack of customer service and fulfilling promises they madeAnd my bill is about to become over $because Dish refuses to do anything.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/07/30) */
July 27,
Mr.***
***
Shallowater, TX XXXXX
Re: *** Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***
On July 23, 2015, we received your complaint, dated July 22, 2015, filed
with the ***
You mentioned the following issues:
Billing
Programming
Billing statements
Credit Card AutoPay (***)
Service disconnection
You expressed concern with the charges that were applied to your account after your 24-month commitmentPlease be advised that *** reserves the right to change prices at any timeSince the activation of your service on November 9, 2011, we have experienced several price increases to our programming packagesThis along with the programming changes and short-term account credits applied by our representatives has caused your monthly rate to changePrior to the disconnection, you subscribed to the America's Top package for $a monthBecause you were receiving two monthly account credits for a total of $17.00, your monthly rate was reduced to $plus tax
Although you maintain that unauthorized programming was added to your account, you did not provide additional informationOur records reveal that the programming changes made on your account were done in an attempt to reduce your monthly rate
You said that you did not receive your billing statement and you were billed automatically on your credit card account each monthYour account was enrolled in paperless billing and ***Paperless billing was removed on November 28, 2014, and copies of your past billing statements were mailed to your home*** was removed on April 15,
You stated that you opted to leave your service disconnected after it was interrupted by ***Your service was disconnected on June 4, 2015, for non-payment because the last payment that we received ($on *** 7, 2015) was not for the full balance due ($102.38)
When I spoke with you by phone on July 24, 2015, I advised you that as a courtesy, I removed your final programming charges of $30.14, leaving a zero balanceWe are unable to honor your compensation request
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
***, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(***) ***
cc: Denver / Boulder***
***
Denver, CO XXXXX
***
December 16,
Dear Mr***:
On December 14, 2015, we received your correspondence, dated December 11, 2015, filed with the Revdex.com
You expressed concern as a payment was collected after your service was disconnected and you requested a refund
Your account was
disconnected on November 25, Since you were enrolled in AutoPay, a payment was collected on November 27,
When we spoke on December 15, 2015, I advised you that AutoPay must be removed from an account at least five business days before a scheduled payment in order to stop the system from collecting a payment on the payment due dateI regret any confusion
A refund of $was applied to your bank account electronically on December 11,
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 (720) 514-
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
Cherokee St
Denver, CO
*** ***