Initial Business Response /* (1000, 4, 2015/05/08) */
May 6,
Ms*** ***
*** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the RevDex.com
You said that your wall mount fell and caused damageYou also expressed concern about the level of customer service that you received
When we spoke, I advised you to continue working with our Corporate Field Resolutions (CFR) TeamAs they are a specialized team, they are wholly responsible for damage claim resolutionI forwarded your Revdex.com complaint to CFR for their records
We strive to provide excellent service and regret that your experience was unfavorableWe appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
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
Cherokee St
Denver, CO
*** ***
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 ###-###-####
November 2, Dear Ms***: On October 25, 2016, we received your complaint, dated October 20, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at ###-###-#### on October and 31, 2016, and on November 2,
I left three messages You indicate that you returned your equipment, but you continue to receive calls requesting a paymentYou also received an email indicating that your credit card account would automatically be debited for unreturned equipment fees if the leased equipment was not returnedYou requested that we remove all charges on your account As the equipment was not received in the allotted amount of time, unreturned equipment fees were applied to your accountOnce we received the leased equipment on October 12, 2016, the unreturned equipment fees were removed from your account As a courtesy, we provided you with reminder calls to return the equipment; however, the remaining balance of $is for service rendered, and it remains valid 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 ###-###-####
Complaint: ***
I am rejecting this response because:*** *** paid on October again on October she paid and they withdrew on October which the bank rejected and then *** paid to get it turned back on there are payments that were made to Dish that cleared her bank
Sincerely,
*** ***
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
*** ***
Initial Business Response /* (1000, 4, 2015/05/11) */
May 1,
Ms*** ***
*** *** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the
Revdex.com
You said that you have been charged an early termination fee for an upgrade, and you indicated that you were required to upgrade your equipment
When we spoke I advised you that I was unable to locate a record of the call in which the upgrade was orderedTherefore, I have waived the early termination fee on your account, resulting in a zero balance
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: Mon - Fri 6:a.mto 2:p.mMDT
(***) ***-***
cc: Denver / Boulder Revdex.com
*** *** St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/11/04) */
November 3,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 3, 2015, we received your complaint, dated November 2,
2015, filed with the Revdex.com
You maintain that our DISH Anywhere application has not worked properly since October You would like to be released from your term commitment and you requested reimbursement for the time you spent
Your service was activated on August 18, 2015, with a 24-month commitment
While we regret the issues that you are experiencing with the DISH Anywhere application, our records do not show that there is a known technical issue
When I spoke with you by phone today, I advised you that I made an exception and waived your term commitmentYou will not be charged an early termination fee if you choose to disconnect your serviceWe are unable to honor your reimbursement request
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2016/01/05) */
December 30,
Mr*** ***
*** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 29, 2015, we received your complaint, dated December 28, 2015, filed with
the Revdex.com
You said that you are receiving bills with chargesYou also indicated that you were told the charges were not valid and you requested that we stop sending you bills
A review of your account reveals that you were sent a bill for your return shipping feesI reviewed the call recording from October 19, 2015, during which you said that you received a bill for the shipping fees and wanted to pay it using your online account, but you were unable to access itOur agent advised you that because your account was disconnected you wouldn't be able to access your online accountHe advised you that a credit was transferred from Windstream which covered the feesHowever, the next day Windstream removed the credit, which resulted in another bill being sentWe have since removed the return shipping fees and your account now has a zero balance
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was sent yet another mailing from a bill collection agency hired by DISH yesterday on January I phoned the agency and they said to disregard the charge (once again) that DISH had updated them and the charges are no longer are owed
Complaint Response Date bumped because: Data Base Migration
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,
*** ***
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###-###-####
January 27, Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com You indicated you were offered a specific price for months and that your bill has increasedWhen you contacted us to reinstate that price, it will not be honored When I spoke with you by telephone today, I informed you that I removed the remaining account balance of $and I applied a $credit for two months You have received of the $monthly credits that you were offered on March 4, Your bill will be $before tax for one more month Your current monthly charges are $plus taxSince I provided you with two $credits, your monthly charges will be reduced by only the $for your March 17, 2016, billing statementsAfter that, you will be billed at the regular monthly rate I apologize 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.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: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** *** *** ***
Complaint: ***
I am rejecting this response because:I returned your calls and we played phone tagI left you a message with my email address to expedite the processI DID NOT select a restart optionI received a bill for approximately $I paid via your MyDish appWhen I spoke with the rep they told me using the app likely restarted the account.yes the rep also asked me why I was never informed of a credit.you offered to waive the fee which I accepted but please present the facts of what happened accurately
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2015/05/15) */
May 5,
Ms*** ***
*** *** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your correspondence, dated May 4, 2015, filed
with the Revdex.com
You expressed the following concerns:
Custom installation cost
Damaged television
Customer service
Please note that our installation fees start at $If the customer subscribes to the Protection Plan at $per month, the installation cost is discounted to $However, the plan does not cover custom work such as a TV wall mountI regret any confusion
When we spoke today, you advised me that the TV wall mount was completedI informed you that as of today, no installation fees have been applied to your account and we have no record that a payment was collected for an installationYou said you will verify this with your bank and you will contact me directly if a payment was collected
During our conversation you also said that your television manufacturer fixed your TV
We strive to provide excellent service and apologize for any inconvenience you may have experiencedYour 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
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 12, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am fine with this, no charge at the moment, but this could have been avoided from the customer svc rep lying to unqualified technicians unaware how to set smart tvs
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
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
** ***
Initial Business Response /* (1000, 10, 2015/06/04) */
June 2,
*** *** ***
*** *** *** *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 1, 2015, we received your complaint, dated May 29, 2015, filed with the
Revdex.com
You expressed concern with the early termination fee that was applied to your account and the reporting of the balance to collectionsYou maintain that the 24-month commitment was not disclosed
Our records reveal that you were enrolled in a term commitment on January 30, 2014, when your equipment was upgraded through our DISH'n It Up promotionDetails regarding the upgrade and required 24-month commitment were sent via email to ***@CENTURYLINK.NET on January 28,
Your service was disconnected on February 6, Since the term commitment was not fulfilled, an early termination fee of $was applied to your accountA copy of the signed agreement was sent via email to ***@COMCAST.NET on April 3,
When I spoke with you by phone today, I advised you that I made an exception and reversed the feeAs of today, your account has a zero balanceYour account will be updated with the collection agency within 24-hours
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
*** *** ***
Denver, CO XXXXX
*** ***
November 7, Dear Mr***: On November 3, 2016, we received your complaint, dated November 2, 2016, filed with the Revdex.com You stated that you recently purchased DISH Network serviceYou were quoted a monthly rate of $73.10; however, you
paid $when you started serviceYour account was disconnected when a payment was not received on October 20, 2016. When you contacted DISH Network to restart the service, you were quoted different payment amountsYou would like these matters resolved My three attempts to contact you at ###-###-####, ###-###-#### and ###-###-#### on November 3, and 7, 2016, were unsuccessfulHowever, I was able to leave a message and my contact information at ###-###-#### and ###-###-####I also sent an email to you at ***@gmail.com (copy enclosed), but I have not received a response Your first payment of $included a $non-refundable activation fee and a $receiver fee in addition to the monthly service feesI can assist you in restarting your service if you are interested If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/12/04) */
November 30,
Mrs*** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs***:
On November 24, 2015, we received your correspondence, dated November 23,
2015, filed with the Revdex.com (Revdex.com)
You expressed dissatisfaction with the internet service and with the $unreturned equipment feeYou disputed the early termination feeYou also mentioned a previous correspondence that was filed through the Revdex.com regarding your husband (Mr*** ***) and you said this issue was resolved
We regret that you were dissatisfied with the internet service
You were billed $for an unreturned leased TRIA (eyepiece of the dish)As a courtesy, the fee was reversed from your account on November 18,
Because your service was disconnected prior to the promotional fulfillment date, you were billed $for the early termination fee
When we spoke on November 25, 2015, I advised you that I reversed the early termination fee from your accountYou accepted this resolution
For your records, I enclosed a copy of Mr*** *** (DISH Network Dispute Resolution Specialist) letter response regarding Mr***'s concerns, dated September 24,
We appreciate your feedback and it 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 (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
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/05/08) */
May 6,
Ms*** ***
*** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the RevDex.com
You said that your wall mount fell and caused damageYou also expressed concern about the level of customer service that you received
When we spoke, I advised you to continue working with our Corporate Field Resolutions (CFR) TeamAs they are a specialized team, they are wholly responsible for damage claim resolutionI forwarded your Revdex.com complaint to CFR for their records
We strive to provide excellent service and regret that your experience was unfavorableWe appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
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
Cherokee St
Denver, CO
*** ***
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 ###-###-####
November 2, Dear Ms***: On October 25, 2016, we received your complaint, dated October 20, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at ###-###-#### on October and 31, 2016, and on November 2,
I left three messages You indicate that you returned your equipment, but you continue to receive calls requesting a paymentYou also received an email indicating that your credit card account would automatically be debited for unreturned equipment fees if the leased equipment was not returnedYou requested that we remove all charges on your account As the equipment was not received in the allotted amount of time, unreturned equipment fees were applied to your accountOnce we received the leased equipment on October 12, 2016, the unreturned equipment fees were removed from your account As a courtesy, we provided you with reminder calls to return the equipment; however, the remaining balance of $is for service rendered, and it remains valid 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 ###-###-####
Complaint: ***
I am rejecting this response because:*** *** paid on October again on October she paid and they withdrew on October which the bank rejected and then *** paid to get it turned back on there are payments that were made to Dish that cleared her bank
Sincerely,
*** ***
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
*** ***
Initial Business Response /* (1000, 4, 2015/05/11) */
May 1,
Ms*** ***
*** *** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the
Revdex.com
You said that you have been charged an early termination fee for an upgrade, and you indicated that you were required to upgrade your equipment
When we spoke I advised you that I was unable to locate a record of the call in which the upgrade was orderedTherefore, I have waived the early termination fee on your account, resulting in a zero balance
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: Mon - Fri 6:a.mto 2:p.mMDT
(***) ***-***
cc: Denver / Boulder Revdex.com
*** *** St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/11/04) */
November 3,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 3, 2015, we received your complaint, dated November 2,
2015, filed with the Revdex.com
You maintain that our DISH Anywhere application has not worked properly since October You would like to be released from your term commitment and you requested reimbursement for the time you spent
Your service was activated on August 18, 2015, with a 24-month commitment
While we regret the issues that you are experiencing with the DISH Anywhere application, our records do not show that there is a known technical issue
When I spoke with you by phone today, I advised you that I made an exception and waived your term commitmentYou will not be charged an early termination fee if you choose to disconnect your serviceWe are unable to honor your reimbursement request
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2016/01/05) */
December 30,
Mr*** ***
*** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 29, 2015, we received your complaint, dated December 28, 2015, filed with
the Revdex.com
You said that you are receiving bills with chargesYou also indicated that you were told the charges were not valid and you requested that we stop sending you bills
A review of your account reveals that you were sent a bill for your return shipping feesI reviewed the call recording from October 19, 2015, during which you said that you received a bill for the shipping fees and wanted to pay it using your online account, but you were unable to access itOur agent advised you that because your account was disconnected you wouldn't be able to access your online accountHe advised you that a credit was transferred from Windstream which covered the feesHowever, the next day Windstream removed the credit, which resulted in another bill being sentWe have since removed the return shipping fees and your account now has a zero balance
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was sent yet another mailing from a bill collection agency hired by DISH yesterday on January I phoned the agency and they said to disregard the charge (once again) that DISH had updated them and the charges are no longer are owed
Complaint Response Date bumped because: Data Base Migration
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,
*** ***
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###-###-####
January 27, Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com You indicated you were offered a specific price for months and that your bill has increasedWhen you contacted us to reinstate that price, it will not be honored When I spoke with you by telephone today, I informed you that I removed the remaining account balance of $and I applied a $credit for two months You have received of the $monthly credits that you were offered on March 4, Your bill will be $before tax for one more month Your current monthly charges are $plus taxSince I provided you with two $credits, your monthly charges will be reduced by only the $for your March 17, 2016, billing statementsAfter that, you will be billed at the regular monthly rate I apologize 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.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: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** *** *** ***
Complaint: ***
I am rejecting this response because:I returned your calls and we played phone tagI left you a message with my email address to expedite the processI DID NOT select a restart optionI received a bill for approximately $I paid via your MyDish appWhen I spoke with the rep they told me using the app likely restarted the account.yes the rep also asked me why I was never informed of a credit.you offered to waive the fee which I accepted but please present the facts of what happened accurately
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2015/05/15) */
May 5,
Ms*** ***
*** *** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your correspondence, dated May 4, 2015, filed
with the Revdex.com
You expressed the following concerns:
Custom installation cost
Damaged television
Customer service
Please note that our installation fees start at $If the customer subscribes to the Protection Plan at $per month, the installation cost is discounted to $However, the plan does not cover custom work such as a TV wall mountI regret any confusion
When we spoke today, you advised me that the TV wall mount was completedI informed you that as of today, no installation fees have been applied to your account and we have no record that a payment was collected for an installationYou said you will verify this with your bank and you will contact me directly if a payment was collected
During our conversation you also said that your television manufacturer fixed your TV
We strive to provide excellent service and apologize for any inconvenience you may have experiencedYour 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
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 12, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am fine with this, no charge at the moment, but this could have been avoided from the customer svc rep lying to unqualified technicians unaware how to set smart tvs
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
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
** ***
Initial Business Response /* (1000, 10, 2015/06/04) */
June 2,
*** *** ***
*** *** *** *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 1, 2015, we received your complaint, dated May 29, 2015, filed with the
Revdex.com
You expressed concern with the early termination fee that was applied to your account and the reporting of the balance to collectionsYou maintain that the 24-month commitment was not disclosed
Our records reveal that you were enrolled in a term commitment on January 30, 2014, when your equipment was upgraded through our DISH'n It Up promotionDetails regarding the upgrade and required 24-month commitment were sent via email to ***@CENTURYLINK.NET on January 28,
Your service was disconnected on February 6, Since the term commitment was not fulfilled, an early termination fee of $was applied to your accountA copy of the signed agreement was sent via email to ***@COMCAST.NET on April 3,
When I spoke with you by phone today, I advised you that I made an exception and reversed the feeAs of today, your account has a zero balanceYour account will be updated with the collection agency within 24-hours
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
*** *** ***
Denver, CO XXXXX
*** ***
November 7, Dear Mr***: On November 3, 2016, we received your complaint, dated November 2, 2016, filed with the Revdex.com You stated that you recently purchased DISH Network serviceYou were quoted a monthly rate of $73.10; however, you
paid $when you started serviceYour account was disconnected when a payment was not received on October 20, 2016. When you contacted DISH Network to restart the service, you were quoted different payment amountsYou would like these matters resolved My three attempts to contact you at ###-###-####, ###-###-#### and ###-###-#### on November 3, and 7, 2016, were unsuccessfulHowever, I was able to leave a message and my contact information at ###-###-#### and ###-###-####I also sent an email to you at ***@gmail.com (copy enclosed), but I have not received a response Your first payment of $included a $non-refundable activation fee and a $receiver fee in addition to the monthly service feesI can assist you in restarting your service if you are interested If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/12/04) */
November 30,
Mrs*** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs***:
On November 24, 2015, we received your correspondence, dated November 23,
2015, filed with the Revdex.com (Revdex.com)
You expressed dissatisfaction with the internet service and with the $unreturned equipment feeYou disputed the early termination feeYou also mentioned a previous correspondence that was filed through the Revdex.com regarding your husband (Mr*** ***) and you said this issue was resolved
We regret that you were dissatisfied with the internet service
You were billed $for an unreturned leased TRIA (eyepiece of the dish)As a courtesy, the fee was reversed from your account on November 18,
Because your service was disconnected prior to the promotional fulfillment date, you were billed $for the early termination fee
When we spoke on November 25, 2015, I advised you that I reversed the early termination fee from your accountYou accepted this resolution
For your records, I enclosed a copy of Mr*** *** (DISH Network Dispute Resolution Specialist) letter response regarding Mr***'s concerns, dated September 24,
We appreciate your feedback and it 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 (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
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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,
*** ***