March 1, Ms*** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. My attempts to reach you by phone on February and 29, 2016, and March 1, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that your DISH Network account was disconnected by a Cox Cable representativeYou requested that we provide you with a credit for the time you were without service Our records reflect that your account has not been disconnected or interruptedDISH Network would not allow anyone except the account holder to disconnect an account; therefore, no credit is due You also expressed concern that an agent in a store told you a technician would be sent to your home to address your technical concerns, but it never happenedYou requested to be released from your contract I am unable to address your concerns with the store agent and I recommend that you contact them directlyOur records show that your service was moved on February 25, 2016, and that the installation was successful and no technical issues were reported with it Your request to be released from your contract is denied If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/11/12) */
November 6,
*** *** ***
XXXXX XXXth ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr***:
On November 4, 2015, we received your correspondence, dated November 3, 2015, filed with the
Revdex.com regarding telephone calls placed to the telephone number (XXX) XXX-XXXX
Based on our investigation, DISH Network has determined that the telephone number, (XXX) XXX-XXXX, was provided as the contact number for an account for DISH Network(r) serviceThe telephone number has been removed from that account and placed on our internal Do Not Call list
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
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,
*** ***
February 19, Mr*** *** * *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On February 15, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com You expressed concern with the sale of your internet and TV servicesYou said you were told you would receive internet from Cox Cable and TV from DISH Network, which did not happenYou disconnected your account and you requested that we waive your early termination fee When we spoke, I said that I reviewed your sales call recording and I found that when you asked the agent if we offered internet service, he advised you it is unavailable in your areaHe then offered you service with companies that do offer internet in your areaYou were advised that Cox Cable offers internet at a speed of 15Mbps for $(I have enclosed a screenshot of Cox Cable’s website which shows that they offer the Essential package with 15Mbps for $a month)However, you told our agent that you are already with Cox Cable and that you are not interested in continuing their serviceThe agent then proceeded to offer you television service from DISH Network, which you agreed to. I informed you that we consider the balance of $to be accurateHowever, I’m willing to reduce it to $in the interest of customer serviceYou declined my offer 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 *** *** Enclosure cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Because the excuse provided for the rejection is invalid due to the improper and unauthorized location that the technician installed the Dish the first timeVery dissatisfied custometCan't wait for the year agreement to end so that I can disconnect services with DishVery unprofessional company
Sincerely,
*** ***
February 29, Ms*** *** *** *** *** ** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On February 29, 2016, we received your rebuttal, dated February 26, 2016, filed with the Revdex.com You maintain that notes indicating you were offered promotional pricing and new equipment were lost. You also said that you emailed me three times and that you read postings online that said others had had their early termination fees waived Please refer to my previous response wherein I advised you that I reviewed your calls and chats to DISH Network--not just the notes on your account. I was able to find no evidence that you were advised you qualify for new customer promotions or new equipment I received one voicemail from you, but I have no record of any emails received Please note that we respond to, and provide resolutions for, agency complaints on an individual basis. What may have been true for another’s issue may not be so for your own As we have no evidence that you were made the offers to which you refer, and as your account does not qualify for the promotions you requested, we are unable to provide them. Additionally, as you agreed to the terms and have received the benefits of the 24-month commitments, we are unable to waive your early termination fees If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 10, 2015/09/01) */
August 24,
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 24, 2015, we received your complaint, dated August 21, 2015, filed
with the Revdex.com
You said that you were told you would receive *** with the package you agreed toYou said that the channel was not included with your package and for that reason you want to close your account without penalty and to receive a refund
When we spoke by phone, I advised you that I will meet your request to close your account without penaltyHowever, no refund can be provided as no payment has been madeI told you that I will waive your programming charges, return shipping fees and early termination feeI scheduled your account to be disconnected as of August 28, 2015, and I provided you with the equipment return disclosures
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
*** ***
April 1, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com You said that your account was not disconnected when you requested it to be and you were billed for programming you didn’t useYou stated that you didn’t agree to DISH Pause to keep your service on hold for three monthsYou would like the balance waived and your credit report not to be affected by this issue When we spoke, I advised you that I reviewed a call recording from September 4, 2015, and I found that you were offered DISH Pause for three months, which you accepted, and you agreed to call us back after the three monthsBecause we didn’t receive a call from you, your services were restored automatically I agreed to waive the balance in the interest of customer serviceI advised you that your account will be removed from the collection agency’s files within hours, and your credit report will be updated if it was affected by this issue If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Dear Ms***-***: On February 17, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.comYou said that DISH Network is charging you for unreturned equipment that you were told you didn’t need to returnYou requested that the balance be waived
and the debt be removed from collectionsWhen we spoke I advised you that I will meet your requestI waived the balance and within hours, your account will be removed from collectionsPlease allow up to eight weeks for your credit report to be amendedIf 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, 2015/10/20) */
October 19,
*** *** ***
** ** *** XXXXXX
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed with
the Revdex.com
You said that you were told you would be able to drop channels from your package in order to reduce your monthly rate, but you found this to be untrueYou requested that we release you from your contract or provide you with another 12-month discount
When we spoke I explained that I sent your complaint to the company responsible for placing your orderToday's Television in Puerto Rico (XXX-XXX-XXXX)They provided us with a response indicating that their agent is a very experienced agentThey said there must have been some confusion, as they deny you were told you would be able to drop channels from your package
I offered you a $monthly credit for six months, as I am unable to meet your requestsYou accepted my offer
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
*** ***
March 2, Mr*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on February and March and 2, 2016, and I left three messagesI also received a message from you You expressed concern with your billing, indicating that you pay your monthly bill in a timely manner and no late payments should be reflected A review of this account reveals that our billing system changed and we do not have records prior to the change because you were billed through a third partyWhen the system changed, a balance of $was transferred from the third-party billing to this direct billing accountFor this reason, your records reflect a past-due balance I apologize for the confusion and I applied a credit of $to bring your account currentI also applied a $credit for the five $late fees that you were charged We strive to provide excellent service and we regret that this experience was unfavorable 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: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Tell us why here...August 19, 2016 Dear Ms***: On August 12, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.comMrCarlos *** attempted to reach you by phone on August 16, and 18, 2016, but he was unsuccessful;
however, he was able to leave a voice message on each attempt You said that after you had a new receiver installed, your other two televisions stopped workingWhen you contacted our customer service you were told that the transmitter you use was not compatible with the new receiverYou requested that we return your old receiver or install two receivers at no cost In order to resolve this issue, we will need to set up a technician visitI will waive the costPlease contact me directly to schedule an appointment. 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: Mon - Fri 6:a.mto 2:p.mMDT###-###-####
Initial Business Response /* (1000, 5, 2015/10/05) */
September 29,
*** *** ***
XXXX Xrd *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 25, 2015, we received your complaint, dated September 24,
2015, filed with the Revdex.com
You said that you were provided incorrect information during your sales call
When we spoke, I advised you that I reviewed your sales call and found there was some confusion concerning the gift card promotionWhen you contacted us the salesperson advised you that he needed the promotional code for the gift card offer, but you did not have itHe advised you that he could save your information and if you received a code you could contact him to add the codeHowever, there was some confusion concerning this issue as the salesperson meant he could put your sale on hold until you found the code, but as the sale proceeded and was finalized in our system, no code could be added after
I found that your initial order was for two TVs but that it was modified for three after your sales callYou indicated that you called your salesperson back and added a receiver, but your technician did not have the equipment for three TVs
While we sincerely regret any inconvenience, I was unable to locate any instances of misinformationWe appreciate your feedback and it will be used to improve our agents' interactions with our customers
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Dear Ms***: On April 6, 2016, we received your complaint, dated April 5, 2016, filed with the Revdex.comYou requested to be released from the 24-month agreement, as your apartment management will not allow a satellite dish to be installed at your new residenceWhen I spoke
with you by telephone today, I informed you that I made an exception and I removed the $balance from your accountBoxes for the return of the Hopper and Joey receivers and remotes will ship to the address abovePlease keep the return tracking numbers for your recordsIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
Initial Business Response /* (1000, 4, 2015/12/17) */
December 15,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 11, 2015, we received your complaint, dated December 10, 2015,
filed with the Revdex.com
You said that your information was used without your authorization to initiate two DISH Network accountsYou expressed concern about DISH Network's credit qualification procedures and you requested to have your credit file cleared
I contacted our ID Theft Team concerning this issue and was advised that you are in contact with Mr*** RikkersPlease continue to work with MrRikkers in order to resolve this issue
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
October 24, 2016 Dear Ms***: On October 21, 2016, we received your complaint, dated October 19, 2016, filed with the Revdex.com. You stated that, due to your husband’s health issues, you recently sold your second residence where you had DISH Network
serviceYou contacted DISH Network and you requested that the early termination fee be waived under the circumstancesYou were told that we could not waive the fee because the account was established in your nameYou requested that an exception be made and the fee be waivedWhen we spoke today, I agreed to make the exception and waive the early termination fee as a courtesyThis resolved the balance on the accountYou accepted this resolution. 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: 2:pm to11:pm MDT, MON-FRI###-###-####
January 22, Mrand Mrs*** and *** *** *** ** *** *** *** *** ** ***
Re: Revdex.com Complaint # ***
***-*** Dear Mrand Mrs***: On January 20, 2016, we received your complaint, dated January 17, 2016, filed with the Revdex.com You said that you experienced technical issues and you expressed concern about the credit amount that you were offered as compensation for the inconvenience When we spoke, I advised you that the error message to which you referred is displayed when you lose signal for your local channels, but the national channels’ signal is still received. As you lost your locals channels, this error message was correct for your situation. Our records indicate that your dish had gone out of alignment due to being mounted on a wooden poleAs we discussed, DISH Network does not recommend mounting a dish on a wooden pole; especially when the distance from the ground is greater than a couple feet, as wood is not as rigid as metal and your signal may be lost frequently I explained to you that you were offered a $monthly credit as the local stations account for $of your programming package price. As such, you were offered six months of free locals for the two weeks loss that you reported As we appreciate your patience and your patronage, I applied a monthly $credit for months to your account. Additionally, as you said that you only watch your local channels and the Food Network, I downgraded your package to the Welcome Pack at your request to reduce your monthly rate If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** ***
Initial Business Response /* (1000, 5, 2015/09/21) */
September 10,
Mr*** **
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear ***:
On September 4, 2015, we received your complaint, dated September 3, 2015, filed with
the Revdex.comMy attempts to reach you by phone on September 8, and 10, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that you have been without service for days
Our records reflect that you reported this issue to us on September 1, 2015, and by September 4, 2015, you received the replacement HDMI cable to resolve the problem
You stated that we charged you $to ship the HDMI cableOur records show the shipping fee was waived in addition to the $HDMI cable charge
You requested we refund you a whole month of service and that you receive $compensation and three months free of the Showtime packageYour requests have been deniedWe provided you with a free HDMI cable with free shipping and a $credit for the time without service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
March 1, Ms*** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. My attempts to reach you by phone on February and 29, 2016, and March 1, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that your DISH Network account was disconnected by a Cox Cable representativeYou requested that we provide you with a credit for the time you were without service Our records reflect that your account has not been disconnected or interruptedDISH Network would not allow anyone except the account holder to disconnect an account; therefore, no credit is due You also expressed concern that an agent in a store told you a technician would be sent to your home to address your technical concerns, but it never happenedYou requested to be released from your contract I am unable to address your concerns with the store agent and I recommend that you contact them directlyOur records show that your service was moved on February 25, 2016, and that the installation was successful and no technical issues were reported with it Your request to be released from your contract is denied If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/11/12) */
November 6,
*** *** ***
XXXXX XXXth ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr***:
On November 4, 2015, we received your correspondence, dated November 3, 2015, filed with the
Revdex.com regarding telephone calls placed to the telephone number (XXX) XXX-XXXX
Based on our investigation, DISH Network has determined that the telephone number, (XXX) XXX-XXXX, was provided as the contact number for an account for DISH Network(r) serviceThe telephone number has been removed from that account and placed on our internal Do Not Call list
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
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,
*** ***
February 19, Mr*** *** * *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On February 15, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com You expressed concern with the sale of your internet and TV servicesYou said you were told you would receive internet from Cox Cable and TV from DISH Network, which did not happenYou disconnected your account and you requested that we waive your early termination fee When we spoke, I said that I reviewed your sales call recording and I found that when you asked the agent if we offered internet service, he advised you it is unavailable in your areaHe then offered you service with companies that do offer internet in your areaYou were advised that Cox Cable offers internet at a speed of 15Mbps for $(I have enclosed a screenshot of Cox Cable’s website which shows that they offer the Essential package with 15Mbps for $a month)However, you told our agent that you are already with Cox Cable and that you are not interested in continuing their serviceThe agent then proceeded to offer you television service from DISH Network, which you agreed to. I informed you that we consider the balance of $to be accurateHowever, I’m willing to reduce it to $in the interest of customer serviceYou declined my offer 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 *** *** Enclosure cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Because the excuse provided for the rejection is invalid due to the improper and unauthorized location that the technician installed the Dish the first timeVery dissatisfied custometCan't wait for the year agreement to end so that I can disconnect services with DishVery unprofessional company
Sincerely,
*** ***
February 29, Ms*** *** *** *** *** ** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On February 29, 2016, we received your rebuttal, dated February 26, 2016, filed with the Revdex.com You maintain that notes indicating you were offered promotional pricing and new equipment were lost. You also said that you emailed me three times and that you read postings online that said others had had their early termination fees waived Please refer to my previous response wherein I advised you that I reviewed your calls and chats to DISH Network--not just the notes on your account. I was able to find no evidence that you were advised you qualify for new customer promotions or new equipment I received one voicemail from you, but I have no record of any emails received Please note that we respond to, and provide resolutions for, agency complaints on an individual basis. What may have been true for another’s issue may not be so for your own As we have no evidence that you were made the offers to which you refer, and as your account does not qualify for the promotions you requested, we are unable to provide them. Additionally, as you agreed to the terms and have received the benefits of the 24-month commitments, we are unable to waive your early termination fees If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 10, 2015/09/01) */
August 24,
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 24, 2015, we received your complaint, dated August 21, 2015, filed
with the Revdex.com
You said that you were told you would receive *** with the package you agreed toYou said that the channel was not included with your package and for that reason you want to close your account without penalty and to receive a refund
When we spoke by phone, I advised you that I will meet your request to close your account without penaltyHowever, no refund can be provided as no payment has been madeI told you that I will waive your programming charges, return shipping fees and early termination feeI scheduled your account to be disconnected as of August 28, 2015, and I provided you with the equipment return disclosures
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
*** ***
April 1, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com You said that your account was not disconnected when you requested it to be and you were billed for programming you didn’t useYou stated that you didn’t agree to DISH Pause to keep your service on hold for three monthsYou would like the balance waived and your credit report not to be affected by this issue When we spoke, I advised you that I reviewed a call recording from September 4, 2015, and I found that you were offered DISH Pause for three months, which you accepted, and you agreed to call us back after the three monthsBecause we didn’t receive a call from you, your services were restored automatically I agreed to waive the balance in the interest of customer serviceI advised you that your account will be removed from the collection agency’s files within hours, and your credit report will be updated if it was affected by this issue If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Dear Ms***-***: On February 17, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.comYou said that DISH Network is charging you for unreturned equipment that you were told you didn’t need to returnYou requested that the balance be waived
and the debt be removed from collectionsWhen we spoke I advised you that I will meet your requestI waived the balance and within hours, your account will be removed from collectionsPlease allow up to eight weeks for your credit report to be amendedIf 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, 2015/10/20) */
October 19,
*** *** ***
** ** *** XXXXXX
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed with
the Revdex.com
You said that you were told you would be able to drop channels from your package in order to reduce your monthly rate, but you found this to be untrueYou requested that we release you from your contract or provide you with another 12-month discount
When we spoke I explained that I sent your complaint to the company responsible for placing your orderToday's Television in Puerto Rico (XXX-XXX-XXXX)They provided us with a response indicating that their agent is a very experienced agentThey said there must have been some confusion, as they deny you were told you would be able to drop channels from your package
I offered you a $monthly credit for six months, as I am unable to meet your requestsYou accepted my offer
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
*** ***
March 2, Mr*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on February and March and 2, 2016, and I left three messagesI also received a message from you You expressed concern with your billing, indicating that you pay your monthly bill in a timely manner and no late payments should be reflected A review of this account reveals that our billing system changed and we do not have records prior to the change because you were billed through a third partyWhen the system changed, a balance of $was transferred from the third-party billing to this direct billing accountFor this reason, your records reflect a past-due balance I apologize for the confusion and I applied a credit of $to bring your account currentI also applied a $credit for the five $late fees that you were charged We strive to provide excellent service and we regret that this experience was unfavorable 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: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Tell us why here...August 19, 2016 Dear Ms***: On August 12, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.comMrCarlos *** attempted to reach you by phone on August 16, and 18, 2016, but he was unsuccessful;
however, he was able to leave a voice message on each attempt You said that after you had a new receiver installed, your other two televisions stopped workingWhen you contacted our customer service you were told that the transmitter you use was not compatible with the new receiverYou requested that we return your old receiver or install two receivers at no cost In order to resolve this issue, we will need to set up a technician visitI will waive the costPlease contact me directly to schedule an appointment. 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: Mon - Fri 6:a.mto 2:p.mMDT###-###-####
Initial Business Response /* (1000, 5, 2015/10/05) */
September 29,
*** *** ***
XXXX Xrd *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 25, 2015, we received your complaint, dated September 24,
2015, filed with the Revdex.com
You said that you were provided incorrect information during your sales call
When we spoke, I advised you that I reviewed your sales call and found there was some confusion concerning the gift card promotionWhen you contacted us the salesperson advised you that he needed the promotional code for the gift card offer, but you did not have itHe advised you that he could save your information and if you received a code you could contact him to add the codeHowever, there was some confusion concerning this issue as the salesperson meant he could put your sale on hold until you found the code, but as the sale proceeded and was finalized in our system, no code could be added after
I found that your initial order was for two TVs but that it was modified for three after your sales callYou indicated that you called your salesperson back and added a receiver, but your technician did not have the equipment for three TVs
While we sincerely regret any inconvenience, I was unable to locate any instances of misinformationWe appreciate your feedback and it will be used to improve our agents' interactions with our customers
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Dear Ms***: On April 6, 2016, we received your complaint, dated April 5, 2016, filed with the Revdex.comYou requested to be released from the 24-month agreement, as your apartment management will not allow a satellite dish to be installed at your new residenceWhen I spoke
with you by telephone today, I informed you that I made an exception and I removed the $balance from your accountBoxes for the return of the Hopper and Joey receivers and remotes will ship to the address abovePlease keep the return tracking numbers for your recordsIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
Initial Business Response /* (1000, 4, 2015/12/17) */
December 15,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 11, 2015, we received your complaint, dated December 10, 2015,
filed with the Revdex.com
You said that your information was used without your authorization to initiate two DISH Network accountsYou expressed concern about DISH Network's credit qualification procedures and you requested to have your credit file cleared
I contacted our ID Theft Team concerning this issue and was advised that you are in contact with Mr*** RikkersPlease continue to work with MrRikkers in order to resolve this issue
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
October 24, 2016 Dear Ms***: On October 21, 2016, we received your complaint, dated October 19, 2016, filed with the Revdex.com. You stated that, due to your husband’s health issues, you recently sold your second residence where you had DISH Network
serviceYou contacted DISH Network and you requested that the early termination fee be waived under the circumstancesYou were told that we could not waive the fee because the account was established in your nameYou requested that an exception be made and the fee be waivedWhen we spoke today, I agreed to make the exception and waive the early termination fee as a courtesyThis resolved the balance on the accountYou accepted this resolution. 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: 2:pm to11:pm MDT, MON-FRI###-###-####
January 22, Mrand Mrs*** and *** *** *** ** *** *** *** *** ** ***
Re: Revdex.com Complaint # ***
***-*** Dear Mrand Mrs***: On January 20, 2016, we received your complaint, dated January 17, 2016, filed with the Revdex.com You said that you experienced technical issues and you expressed concern about the credit amount that you were offered as compensation for the inconvenience When we spoke, I advised you that the error message to which you referred is displayed when you lose signal for your local channels, but the national channels’ signal is still received. As you lost your locals channels, this error message was correct for your situation. Our records indicate that your dish had gone out of alignment due to being mounted on a wooden poleAs we discussed, DISH Network does not recommend mounting a dish on a wooden pole; especially when the distance from the ground is greater than a couple feet, as wood is not as rigid as metal and your signal may be lost frequently I explained to you that you were offered a $monthly credit as the local stations account for $of your programming package price. As such, you were offered six months of free locals for the two weeks loss that you reported As we appreciate your patience and your patronage, I applied a monthly $credit for months to your account. Additionally, as you said that you only watch your local channels and the Food Network, I downgraded your package to the Welcome Pack at your request to reduce your monthly rate If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** ***
Initial Business Response /* (1000, 5, 2015/09/21) */
September 10,
Mr*** **
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear ***:
On September 4, 2015, we received your complaint, dated September 3, 2015, filed with
the Revdex.comMy attempts to reach you by phone on September 8, and 10, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that you have been without service for days
Our records reflect that you reported this issue to us on September 1, 2015, and by September 4, 2015, you received the replacement HDMI cable to resolve the problem
You stated that we charged you $to ship the HDMI cableOur records show the shipping fee was waived in addition to the $HDMI cable charge
You requested we refund you a whole month of service and that you receive $compensation and three months free of the Showtime packageYour requests have been deniedWe provided you with a free HDMI cable with free shipping and a $credit for the time without service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***