Complaint: ***
I am rejecting this response because:Mr*** does not not agree with the expertise of his own Dish agents, technicians, and *** ***, however, Mr*** has shown no evidence that my claim is invalidI have provided valid evidence that in fact, the claim is vallid
Sincerely,
*** ***
Complaint:
I am rejecting this response because: The response from DISH was not an apology for their behavior.Please see my previous explanation
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/28) */
September 22,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 21, 2015, we received your complaint, dated September
18, 2015, filed with the Revdex.com
You said that DISH Network has charged your credit card three different times in errorYou said that the two previous charges have been resolved; however, you were charged a $fee for unreturned equipmentYou stated that you were told this charge would not happen and after it was done, you were denied a refund due to having a balance on your accountYou request a refunded of the $and to be released from your contract
When we spoke, I advised you that I will ensure that you receive a refund of the $I also agreed to provide your DISH Network account with a credit of $You accepted my resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 26, Dear Mr***: On August 23, 2016, we received your complaint, dated August 22, 2016, filed with the Revdex.com You indicated that your local Fox channel was removed from your lineup due to a dispute between DISH Network and
Tribune BroadcastingYou would like the channel restored or your commitment waived, so you can cancel without penalty I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored We appreciate your patience and we thank you for your loyalty This account was activated under the Digital Home Advantage (DHA) 24-month agreementIt is disclosed wherein that we reserve the right to change programming, packages and pricesYour commitment will not be waived If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
Dear Ms***: On January 26, 2016, we received your complaint, dated January 25, 2016, filed with the Revdex.comYou said that your credit card account was debited without your knowledge or approval, resulting in your bank account being over-draftedYou requested a refund
and to be reimbursed for the bank feesWhen we spoke you told me that the refund we provided you posted to your bank account and that you didn’t incur any feesI apologized for what took place and I agreed to provide you with a $account creditYou accepted my 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
August 5, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On August 2, 2016, we received your complaint, dated July 28, 2016, filed with the Revdex.com You said that you have experienced ongoing technical issues with your DISH Network service and because they were unresolved, you disconnected your accountYou expressed concern regarding being charged an early termination fee and you asked that we waive it When we spoke by phone, I advised you that I will meet your request and waive the balance of $Your account now has a zero balance We strive to provide excellent service, and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
Initial Business Response /* (1000, 5, 2015/10/21) */
October 12,
*** *** ***
*** *** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs***:
On October 8, 2015, we received your complaint, dated October 7, 2015,
filed with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on October 8, and 12, 2015, were unsuccessful; however, I left three messages
You mentioned the following concerns:
Account credits
Early termination fee
Customer service
You maintain that your monthly rate was not reduced to $as you were promisedA review of your account shows that a monthly credit of $was applied to your account on June 25, 2015, for six monthsThis reduced your monthly rate from $plus tax to $plus taxAn additional $monthly credit was applied to your account on July 17, 2015, making your monthly rate $plus tax
You stated that you were told that your term commitment ended in October You disputed the early termination fee of $applied to your accountOn October 3, 2014, your equipment was upgraded through our DISH'n It Up promotionAs a result, you were enrolled in a 24-month commitment through October 2, Enclosed is a copy of your 24-month agreement for your review
Your service was disconnected on October 5, Since you had months left in your term commitment, an early termination fee of $was appliedYou were also charged a $box return feeI made an exception and reversed these fees from your accountThis will leave your account with a balance of $for services rendered
You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concernsWe appreciate that you have brought this matter to our attention so that we may address it with the appropriate personnel
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
June 29, Mr*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On June 29, 2016, we received your complaint, dated June 25, 2016, filed with the Revdex.com You indicated that you were told that if you purchased the equipment, there would be no monthly feeYou also mentioned a $security deposit Since you only have one receiver active on your account, you are not charged any additional receiver fees When I spoke with you by telephone today, I explained that the additional charge of $that appears on your billing statement is for the DVR service feeThis fee is charged when any type of DVR receiver is activeI apologize for the confusionThe $charge that you were billed to purchase the receiver was reversed on June 25, 2016, and a $credit will appear on your next billing statement from FrontierSince you are billed from Frontier, please contact them to process a refund Because we removed the purchase price for the receiver, the status of the receiver (***-***) has been changed from purchased to leased equipment The $security deposit that you refer to is a monthly $fee for the Protection Plan, which is our service warrantyThis was removed from your account on May 5, 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 *** *** cc:
February 19, Mr*** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On February 12, 2018, we received your complaint, dated February 11, 2018, filed with the Revdex.com You expressed concern with the upgrade cost for a Hopper receiverYou maintain DISH Network advertises for 4K capabilities and recording for up to tuners; therefore, you assumed that this is the equipment which would be provided after you set up your order onlineHowever, you found that you were provided the Hopper with Sling receiverYou requested that the costs for the upgrade to a Hopper receiver be waived or that you be released from your term commitment and a full refund be provided Your DISH Network service was activated on February 10, 2018, with a 24-month commitment Please be advised that our website identifies the difference between our Hopper receivers (e.g., Hopper 1, Hopper 2, Hopper and Hopper Duo) and gives you the option to compare them Additionally, our advertisements disclose that upfront fees for the equipment may apply based on credit qualificationOnce credit qualification is completed, our system will recommend a receiver to avoid any upfront costsIf a different receiver is selected, all equipment upgrade fees will be disclosed at that time Our records show that an appointment was completed on February 17, 2018, to upgrade your receiver to a Hopper As I indicated in my email on February 15, 2018, I waived the fees for the equipment upgrade If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana V*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: MN (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
December 11,
Mr*** ***
*** *** *** *** **
Bronx, NY ***
Re: Revdex.com Complaint # ***
8***
Dear Mr***:
On December 10, 2015, we received your complaint, dated December 9, 2015, filed with the RevDex.com
You expressed concern with your monthly chargesYou maintain that when you changed your package in July 2015, you were told that the monthly rate would apply for your term commitmentYou would like your service canceled without a fee and the credit inquiry removed from your credit report
Your service was established on December 21, 2014, with a 24-month commitment through our Flex promotionYour promotion included a discount for the first months of service
Our records show that you contacted us on July 23, 2015, to change your packageAt that time, your package was changed from the Latino Dos package ($59.99) to the Latino Plus package ($44.99)A review of the call found that when the agent told you that your monthly rate would be $plus tax, he did not give a time frame for the rateWe did not find any mention of your term commitment or the new monthly rate
The monthly rate of $plus tax included a $discountThe billing statement that generated on December 6, (for service from December 21, 2015, through January 20, 2016), reflected the regular monthly rate of $plus tax because the $discount is set to expire on December 20,
When I spoke with you by phone on December 10, 2015, I advised you that we are unable to honor your request to waive the term commitmentYou will be charged an early termination fee if you choose to disconnect your service
By providing your personal information to establish service, you authorized DISH Network to do a credit checkTherefore, the credit inquiry cannot be removed
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 - 3:pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/07/13) */
July 10,
Ms*** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 3, 2015, we received your complaint, dated July 2, 2015, filed with
the Revdex.com
You expressed concern with the early termination fees to disconnect your mother's TV and internet servicesYou indicated that she requires phone service and the cost is too high for her to obtain it through a different provider
Your mother's TV and internet services were activated on June 18, 2015, with a 24-month commitment for each servicePlease be advised that DISH Network does not offer phone service in your mother's area
When I spoke with you by phone on July 9, 2015, I advised you that I waived the term commitments and associated early termination fees for your mother's TV and internet servicesAs requested in your voicemail, I disconnected the services today
We will provide boxes for the return of the leased equipmentPlease allow up to ten business days for delivery
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
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,
** ***
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
I had received the package on 01/04/after I filed my complaint on 12/25/2015.Also, I had returned your call and left VM as wellAnyway, thanks for resolving the issueI had already returned all the Dish equipment but yet to receive the check etc
Sincerely,
*** ***
*** *** ***
*** *** ***
*** *** *** ***
*** ** ***
*** *** *** * ***
***
Dear Mr***:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com
I
unsuccessfully attempted to contact you at ###-###-#### on December 15, and 18, 2015, and I left three messages
You indicate that you were charged for the NBA League Pass for the following two years when you did not enroll in it and you requested a refund
When you sign up for the NBA League Pass, the system will automatically re-enroll you the following year if it is not removedOnce it is removed, you are also required to opt-out of renewing it againFurthermore, enrollment in AutoPay authorizes us to debit your debit/credit card account for the total amount dueBecause you were enrolled in our autopay feature, when the charges were applied to the account, a payment was automatically debitedThe bank information was not removed from your account until after the payment was due
On November 20, 2015, the payment of $was returned to your bank through a dispute that was filedI submitted an additional refund of $for the NBA League Pass fee that appeared on your October 1, 2015, billing statement
I apologize on behalf of DISH Network for the inconvenience
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 through Friday 7:am to 3:pm MDT
###-###-####
*** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
July 7, Mr*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On June 21, 2016, we received your complaint, dated June 18, 2016, filed with the Revdex.com You requested to have your DISH Network account cancelled without an early termination fee (ETF), stating that you never signed a contract and when the technician was at your home, he never asked you to sign anything I attempted to contact you on June and and July 7, I also left you several voicemails Per your request, I disconnected your DISH Network account and waived the ETFAt this time, the balance on your account is $for service rendered up to the day you contacted us with your concernsAdditionally, I have requested that packing materials be sent to you so you can return the DISH Network leased equipment If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *
*** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT *** ***
October 11, Dear Ms***: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com You indicated that you signed up for a bundled account that was to include TV with phone and internet
serviceHowever, your phone and internet service were not installed until a month and a half after your TV service wasTherefore, you disconnected the services and disputed the early termination fees that were automatically debited from your bank accountYou requested a refund of $ Our records reveal that you initiated this account on July 27, The TV service was installed and activated on July 28, The installation of the phone and internet service was rescheduled each time by you because when the technician arrived to complete the installation, you were not home (August 10, 2016, and August 18, 2016)On August 19, 2016, the soonest date available was August 30, However, after the internet and phone were installed, you experienced technical issues with the phone service Although you agreed to a 24-month commitment for internet and TV service, I made an exception and reversed both the early termination fees ($for TV and $for internet service)I submitted a refund for $ Because you were enrolled in Credit Card AutoPay (CCA), the amount due on September 22, 2016, was $and it included both early termination fees as well as $for service rendered When I spoke with you by telephone today, I informed you that the $refund was processed on October 6, 2016, but then we received a dispute for the $on October 10, 2016, and the funds were retrieved by your financial institutionThis caused you to now have a balance due of $because the funds were returned twice You requested that I speak with your daughter, MsSheryl JacksonI left her a message at ###-###-#### Additionally, boxes for the return of the Hopper, Joey receivers, and a modem were delivered on Thursday, September 15, 2016, at 1:pm under UPS tracking number ***Since we have not received the equipment, charges of $for unreturned equipment were applied to your accountOnce the equipment is received, the charges will be reversed Please note that, per our Digital Home Advantage (DHA) 24-month lease agreement, authorization is provide to automatically debit the qualifying credit/debit card 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 ###-###-####
March 13, Mr*** ***
*** ** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 12, 2018, we received your complaint, dated March 9, 2018, filed with the Revdex.com You maintain that you experienced technical issues, which led you to disconnect your DISH Network account As I informed you previously, our records do not indicate that DISH Network was given any notice of any technical issues prior to your disconnection. As we were given no opportunity to investigate or resolve any issues you may have had, 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 Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/08/21) */
August 6,
*** *** ** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 5, 2015, we received your complaint, dated August 4, 2015, filed with the
Revdex.com
You indicated that you paid for service you did not receiveYou want a credit for the time you didn't have service, and to review your past billing
When we spoke I explained that an agent provided you with a $credit on August 3, 2015, the day your service was restoredWe went over your payments and service interruptions since your account was activatedYou said that you will review your documents and call me back if there are any discrepancies
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Tell us why here...August 19, 2016 Dear Ms***: On August 17, 2016, we received your complaint, dated August 16, 2016, filed with the Revdex.com. Since our records reveal that you requested written correspondence, I did not attempt to call
you. You claim that the signature on the 24-month commitments was forged and that we photocopied it and artificially placed it on your contractsYou expressed concern that your account was referred to collections. As previously advised, the sales call recording from June 9, 2015, revealed that all disclosures were provided, including the 24-month term commitments, and that you agreed to themYou chose the 12-month introductory offer which provided a $monthly credit for the first year of serviceThese credits expired on your October 1, 2015, billing statement. Our early termination fees and 24-month commitments are necessary to recoup some of our cost and losses we incur when acquiring a new customerIn your case, you received a free installation, free activation, free programming and a $monthly credit for months. Since you disconnected your service when the promotion expired and did not fulfill the 24-month commitment to TV service, you were charged a $early termination fee. Also previously advised was that after the installation, the technician provides the customer with an electronic tablet to signPlease note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted. When the agreement is signed, there is an available option to capture your signatureThis allows the signee to agree to the terms and conditions without signing the agreement multiple timesA box then appears to ask the signee for authorization to use the previous signature in all necessary places in the document, or to negate the message and sign it againIt is not a photocopy and is not artificially placed on any signature line. You also agreed to a 24-month commitment for internet service and when you did not fulfill the commitment, you were charged a $early termination feeHowever, the early termination fee for the internet service was reversed on January 19, 2016. Although the charges are valid, as an exception, I removed the $balanceI also notified collections to remove this account from the credit reporting agenciesPlease allow six to eight weeks for any updates. 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###-###-####
Initial Business Response /* (1000, 5, 2015/08/25) */
August 24,
*** *** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear *** ***:
On August 14, 2015, we received your complaint, dated August 11, 2015, filed with the RevDex.com
You expressed concern that your phone number is attached to a DISH Network account and you have received collections calls
When I spoke with you by telephone today, I informed you that I researched the phone number, XXX-XXX-XXXX, and I was unable to locate an account with that phone numberI added the phone number to our internal Do Not Call list and notified collections to cease further calls
You informed me that you have not received any calls lately
The information that is listed on a customer's account is the information that is provided to usI apologize for the inconvenience
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:Mr*** does not not agree with the expertise of his own Dish agents, technicians, and *** ***, however, Mr*** has shown no evidence that my claim is invalidI have provided valid evidence that in fact, the claim is vallid
Sincerely,
*** ***
Complaint:
I am rejecting this response because: The response from DISH was not an apology for their behavior.Please see my previous explanation
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/28) */
September 22,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 21, 2015, we received your complaint, dated September
18, 2015, filed with the Revdex.com
You said that DISH Network has charged your credit card three different times in errorYou said that the two previous charges have been resolved; however, you were charged a $fee for unreturned equipmentYou stated that you were told this charge would not happen and after it was done, you were denied a refund due to having a balance on your accountYou request a refunded of the $and to be released from your contract
When we spoke, I advised you that I will ensure that you receive a refund of the $I also agreed to provide your DISH Network account with a credit of $You accepted my resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 26, Dear Mr***: On August 23, 2016, we received your complaint, dated August 22, 2016, filed with the Revdex.com You indicated that your local Fox channel was removed from your lineup due to a dispute between DISH Network and
Tribune BroadcastingYou would like the channel restored or your commitment waived, so you can cancel without penalty I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored We appreciate your patience and we thank you for your loyalty This account was activated under the Digital Home Advantage (DHA) 24-month agreementIt is disclosed wherein that we reserve the right to change programming, packages and pricesYour commitment will not be waived If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
Dear Ms***: On January 26, 2016, we received your complaint, dated January 25, 2016, filed with the Revdex.comYou said that your credit card account was debited without your knowledge or approval, resulting in your bank account being over-draftedYou requested a refund
and to be reimbursed for the bank feesWhen we spoke you told me that the refund we provided you posted to your bank account and that you didn’t incur any feesI apologized for what took place and I agreed to provide you with a $account creditYou accepted my 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
August 5, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On August 2, 2016, we received your complaint, dated July 28, 2016, filed with the Revdex.com You said that you have experienced ongoing technical issues with your DISH Network service and because they were unresolved, you disconnected your accountYou expressed concern regarding being charged an early termination fee and you asked that we waive it When we spoke by phone, I advised you that I will meet your request and waive the balance of $Your account now has a zero balance We strive to provide excellent service, and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
Initial Business Response /* (1000, 5, 2015/10/21) */
October 12,
*** *** ***
*** *** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs***:
On October 8, 2015, we received your complaint, dated October 7, 2015,
filed with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on October 8, and 12, 2015, were unsuccessful; however, I left three messages
You mentioned the following concerns:
Account credits
Early termination fee
Customer service
You maintain that your monthly rate was not reduced to $as you were promisedA review of your account shows that a monthly credit of $was applied to your account on June 25, 2015, for six monthsThis reduced your monthly rate from $plus tax to $plus taxAn additional $monthly credit was applied to your account on July 17, 2015, making your monthly rate $plus tax
You stated that you were told that your term commitment ended in October You disputed the early termination fee of $applied to your accountOn October 3, 2014, your equipment was upgraded through our DISH'n It Up promotionAs a result, you were enrolled in a 24-month commitment through October 2, Enclosed is a copy of your 24-month agreement for your review
Your service was disconnected on October 5, Since you had months left in your term commitment, an early termination fee of $was appliedYou were also charged a $box return feeI made an exception and reversed these fees from your accountThis will leave your account with a balance of $for services rendered
You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concernsWe appreciate that you have brought this matter to our attention so that we may address it with the appropriate personnel
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
June 29, Mr*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On June 29, 2016, we received your complaint, dated June 25, 2016, filed with the Revdex.com You indicated that you were told that if you purchased the equipment, there would be no monthly feeYou also mentioned a $security deposit Since you only have one receiver active on your account, you are not charged any additional receiver fees When I spoke with you by telephone today, I explained that the additional charge of $that appears on your billing statement is for the DVR service feeThis fee is charged when any type of DVR receiver is activeI apologize for the confusionThe $charge that you were billed to purchase the receiver was reversed on June 25, 2016, and a $credit will appear on your next billing statement from FrontierSince you are billed from Frontier, please contact them to process a refund Because we removed the purchase price for the receiver, the status of the receiver (***-***) has been changed from purchased to leased equipment The $security deposit that you refer to is a monthly $fee for the Protection Plan, which is our service warrantyThis was removed from your account on May 5, 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 *** *** cc:
February 19, Mr*** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On February 12, 2018, we received your complaint, dated February 11, 2018, filed with the Revdex.com You expressed concern with the upgrade cost for a Hopper receiverYou maintain DISH Network advertises for 4K capabilities and recording for up to tuners; therefore, you assumed that this is the equipment which would be provided after you set up your order onlineHowever, you found that you were provided the Hopper with Sling receiverYou requested that the costs for the upgrade to a Hopper receiver be waived or that you be released from your term commitment and a full refund be provided Your DISH Network service was activated on February 10, 2018, with a 24-month commitment Please be advised that our website identifies the difference between our Hopper receivers (e.g., Hopper 1, Hopper 2, Hopper and Hopper Duo) and gives you the option to compare them Additionally, our advertisements disclose that upfront fees for the equipment may apply based on credit qualificationOnce credit qualification is completed, our system will recommend a receiver to avoid any upfront costsIf a different receiver is selected, all equipment upgrade fees will be disclosed at that time Our records show that an appointment was completed on February 17, 2018, to upgrade your receiver to a Hopper As I indicated in my email on February 15, 2018, I waived the fees for the equipment upgrade If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana V*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: MN (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
December 11,
Mr*** ***
*** *** *** *** **
Bronx, NY ***
Re: Revdex.com Complaint # ***
8***
Dear Mr***:
On December 10, 2015, we received your complaint, dated December 9, 2015, filed with the RevDex.com
You expressed concern with your monthly chargesYou maintain that when you changed your package in July 2015, you were told that the monthly rate would apply for your term commitmentYou would like your service canceled without a fee and the credit inquiry removed from your credit report
Your service was established on December 21, 2014, with a 24-month commitment through our Flex promotionYour promotion included a discount for the first months of service
Our records show that you contacted us on July 23, 2015, to change your packageAt that time, your package was changed from the Latino Dos package ($59.99) to the Latino Plus package ($44.99)A review of the call found that when the agent told you that your monthly rate would be $plus tax, he did not give a time frame for the rateWe did not find any mention of your term commitment or the new monthly rate
The monthly rate of $plus tax included a $discountThe billing statement that generated on December 6, (for service from December 21, 2015, through January 20, 2016), reflected the regular monthly rate of $plus tax because the $discount is set to expire on December 20,
When I spoke with you by phone on December 10, 2015, I advised you that we are unable to honor your request to waive the term commitmentYou will be charged an early termination fee if you choose to disconnect your service
By providing your personal information to establish service, you authorized DISH Network to do a credit checkTherefore, the credit inquiry cannot be removed
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 - 3:pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/07/13) */
July 10,
Ms*** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 3, 2015, we received your complaint, dated July 2, 2015, filed with
the Revdex.com
You expressed concern with the early termination fees to disconnect your mother's TV and internet servicesYou indicated that she requires phone service and the cost is too high for her to obtain it through a different provider
Your mother's TV and internet services were activated on June 18, 2015, with a 24-month commitment for each servicePlease be advised that DISH Network does not offer phone service in your mother's area
When I spoke with you by phone on July 9, 2015, I advised you that I waived the term commitments and associated early termination fees for your mother's TV and internet servicesAs requested in your voicemail, I disconnected the services today
We will provide boxes for the return of the leased equipmentPlease allow up to ten business days for delivery
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
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,
** ***
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
I had received the package on 01/04/after I filed my complaint on 12/25/2015.Also, I had returned your call and left VM as wellAnyway, thanks for resolving the issueI had already returned all the Dish equipment but yet to receive the check etc
Sincerely,
*** ***
*** *** ***
*** *** ***
*** *** *** ***
*** ** ***
*** *** *** * ***
***
Dear Mr***:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com
I
unsuccessfully attempted to contact you at ###-###-#### on December 15, and 18, 2015, and I left three messages
You indicate that you were charged for the NBA League Pass for the following two years when you did not enroll in it and you requested a refund
When you sign up for the NBA League Pass, the system will automatically re-enroll you the following year if it is not removedOnce it is removed, you are also required to opt-out of renewing it againFurthermore, enrollment in AutoPay authorizes us to debit your debit/credit card account for the total amount dueBecause you were enrolled in our autopay feature, when the charges were applied to the account, a payment was automatically debitedThe bank information was not removed from your account until after the payment was due
On November 20, 2015, the payment of $was returned to your bank through a dispute that was filedI submitted an additional refund of $for the NBA League Pass fee that appeared on your October 1, 2015, billing statement
I apologize on behalf of DISH Network for the inconvenience
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 through Friday 7:am to 3:pm MDT
###-###-####
*** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
July 7, Mr*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On June 21, 2016, we received your complaint, dated June 18, 2016, filed with the Revdex.com You requested to have your DISH Network account cancelled without an early termination fee (ETF), stating that you never signed a contract and when the technician was at your home, he never asked you to sign anything I attempted to contact you on June and and July 7, I also left you several voicemails Per your request, I disconnected your DISH Network account and waived the ETFAt this time, the balance on your account is $for service rendered up to the day you contacted us with your concernsAdditionally, I have requested that packing materials be sent to you so you can return the DISH Network leased equipment If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *
*** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT *** ***
October 11, Dear Ms***: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com You indicated that you signed up for a bundled account that was to include TV with phone and internet
serviceHowever, your phone and internet service were not installed until a month and a half after your TV service wasTherefore, you disconnected the services and disputed the early termination fees that were automatically debited from your bank accountYou requested a refund of $ Our records reveal that you initiated this account on July 27, The TV service was installed and activated on July 28, The installation of the phone and internet service was rescheduled each time by you because when the technician arrived to complete the installation, you were not home (August 10, 2016, and August 18, 2016)On August 19, 2016, the soonest date available was August 30, However, after the internet and phone were installed, you experienced technical issues with the phone service Although you agreed to a 24-month commitment for internet and TV service, I made an exception and reversed both the early termination fees ($for TV and $for internet service)I submitted a refund for $ Because you were enrolled in Credit Card AutoPay (CCA), the amount due on September 22, 2016, was $and it included both early termination fees as well as $for service rendered When I spoke with you by telephone today, I informed you that the $refund was processed on October 6, 2016, but then we received a dispute for the $on October 10, 2016, and the funds were retrieved by your financial institutionThis caused you to now have a balance due of $because the funds were returned twice You requested that I speak with your daughter, MsSheryl JacksonI left her a message at ###-###-#### Additionally, boxes for the return of the Hopper, Joey receivers, and a modem were delivered on Thursday, September 15, 2016, at 1:pm under UPS tracking number ***Since we have not received the equipment, charges of $for unreturned equipment were applied to your accountOnce the equipment is received, the charges will be reversed Please note that, per our Digital Home Advantage (DHA) 24-month lease agreement, authorization is provide to automatically debit the qualifying credit/debit card 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 ###-###-####
March 13, Mr*** ***
*** ** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 12, 2018, we received your complaint, dated March 9, 2018, filed with the Revdex.com You maintain that you experienced technical issues, which led you to disconnect your DISH Network account As I informed you previously, our records do not indicate that DISH Network was given any notice of any technical issues prior to your disconnection. As we were given no opportunity to investigate or resolve any issues you may have had, 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 Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/08/21) */
August 6,
*** *** ** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 5, 2015, we received your complaint, dated August 4, 2015, filed with the
Revdex.com
You indicated that you paid for service you did not receiveYou want a credit for the time you didn't have service, and to review your past billing
When we spoke I explained that an agent provided you with a $credit on August 3, 2015, the day your service was restoredWe went over your payments and service interruptions since your account was activatedYou said that you will review your documents and call me back if there are any discrepancies
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Tell us why here...August 19, 2016 Dear Ms***: On August 17, 2016, we received your complaint, dated August 16, 2016, filed with the Revdex.com. Since our records reveal that you requested written correspondence, I did not attempt to call
you. You claim that the signature on the 24-month commitments was forged and that we photocopied it and artificially placed it on your contractsYou expressed concern that your account was referred to collections. As previously advised, the sales call recording from June 9, 2015, revealed that all disclosures were provided, including the 24-month term commitments, and that you agreed to themYou chose the 12-month introductory offer which provided a $monthly credit for the first year of serviceThese credits expired on your October 1, 2015, billing statement. Our early termination fees and 24-month commitments are necessary to recoup some of our cost and losses we incur when acquiring a new customerIn your case, you received a free installation, free activation, free programming and a $monthly credit for months. Since you disconnected your service when the promotion expired and did not fulfill the 24-month commitment to TV service, you were charged a $early termination fee. Also previously advised was that after the installation, the technician provides the customer with an electronic tablet to signPlease note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted. When the agreement is signed, there is an available option to capture your signatureThis allows the signee to agree to the terms and conditions without signing the agreement multiple timesA box then appears to ask the signee for authorization to use the previous signature in all necessary places in the document, or to negate the message and sign it againIt is not a photocopy and is not artificially placed on any signature line. You also agreed to a 24-month commitment for internet service and when you did not fulfill the commitment, you were charged a $early termination feeHowever, the early termination fee for the internet service was reversed on January 19, 2016. Although the charges are valid, as an exception, I removed the $balanceI also notified collections to remove this account from the credit reporting agenciesPlease allow six to eight weeks for any updates. 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###-###-####
Initial Business Response /* (1000, 5, 2015/08/25) */
August 24,
*** *** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear *** ***:
On August 14, 2015, we received your complaint, dated August 11, 2015, filed with the RevDex.com
You expressed concern that your phone number is attached to a DISH Network account and you have received collections calls
When I spoke with you by telephone today, I informed you that I researched the phone number, XXX-XXX-XXXX, and I was unable to locate an account with that phone numberI added the phone number to our internal Do Not Call list and notified collections to cease further calls
You informed me that you have not received any calls lately
The information that is listed on a customer's account is the information that is provided to usI apologize for the inconvenience
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
*** ***