Dear Ms***: On January 28, 2016, we received your complaint, dated January 27, 2016, filed with the Revdex.comYou indicated that your service was interrupted because we changed your billing due date and you did not receive notification of the changeYou mentioned that
there is a $fee for an extension of your payment dateYou requested a credit for all these feesYou also mentioned the customer service you receivedOur records reveal that this is a duplicate issue that was previously addressed on January 12, 2016, under Revdex.com Case Numbe* ***Enclosed is a copy of that responseIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
Initial Business Response /* (1000, 10, 2015/08/26) */
August 18,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 17, 2015, we received your complaint, dated August 14, 2015, filed
with the Revdex.com
Our records reveal that this matter has been previously addressed by DISH Network Dispute Resolution Specialist Ms*** *** by letter correspondence, dated August 13, I have enclosed a copy of the letter for your records
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 13,
Ms*** ***
*** XXXXX
Re: XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 10, 2015, we received your correspondence, dated August 5,
I attempted to contact you at (XXX) XXX-XXXX on August 11, and 13, 2015, and I left three voicemails
You indicated that you initially contacted DISH Network for internet service onlyHowever, you were set up with bundled TV and internet service through CenturyLink
In the interest of customer service, I waived the early termination fee, the return box charges, the unreturned LNBF (eyepiece of the dish) fee, and the past-due programming chargesWe received the receivers and remote controls on August 11, Your account is now at a zero balance
We 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 (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday 8:am-4:pm MT
(XXX) XXX-XXXX
cc: *** ***
Initial Business Response /* (1000, 5, 2015/11/04) */
October 29,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 28, 2015, we received your complaint, dated October 27, 2015, filed with
the Revdex.com
You said that you experienced technical issues and when you scheduled technician visits the technicians missed the appointmentsYou also expressed concern about the level of customer service you received
As you indicated that you did not wish to be contacted, I did not attempt to reach you by phone
Our records indicate that you contacted us on August 30, 2015, concerning signal lossThe agent offered to schedule a technician visit but you said that you could not take a day off from workThe agent offered to schedule a work order for the coming weekend but you said that you did not wish to wait for a later dateA work order was scheduled for August 31, 2015, but you advised the technician that you were not available, so it was cancelled
We received another call from you on September 29, 2015, concerning signal issues and your billYou requested additional monthly adjustments after your new customer promotional credits endedThe agent applied a one-time $credit to your account and scheduled a technician visit for October 4, Please note that no mention was made of having the technician finish by 5:pm; however, you advised the agent that you would be at church until 1:pm so you could not have the technician out prior to thatYou cancelled that work order as well
To avoid further issues and because you expressed dissatisfaction with the resolutions offered to you (and although DISH Network has yet to be given the opportunity to resolve your signal issues), I made an exception and waived your 24-month commitmentPlease contact us at (XXX) XXX-XXXX to disconnect your service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Tell us why here...March 14, 2016 Mr*** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On March 14, 2016, we received your rebuttal, dated March 11, 2016, filed with the Revdex.com. You continue to express concern regarding the delay that you experienced with courtesy credits provided by DISH Network posting to your Frontier bill As previously explained, DISH Network transfers the charges and credits for your TV service to Frontier on the first of each monthThe exact date can vary by a day or two depending on the calendarFrontier then posts this information on your Frontier account and they then bill you based on their billing cycleWe have no way to expedite this process Please also understand, that you are receiving these credits as a courtesyIf you are offered a $credit for six months, you will receive one credit per monthHowever, the credits may not be applied to your Frontier account as soon as any prior credits endDuring this time, you are being billing at your regular rate for service--not an inflated rate. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:pm to11:pm MDT, MON-FRI*** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
August 16, Dear Mr***: On August 12, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.com You stated that someone contacted you regarding a DISH Network upgradeWhen you called DISH Network to confirm
the offer, you were advised that we do not have such an offer This issue has already been addressed and resolved through the complaint you filed with the Office of the Attorney General, State of New YorkI included a copy of that letter If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
Complaint: ***
I am rejecting this response because: I am not sure why a bank statement is not sufficient enough when it clearly shows that amount has cleared my account If I need to get a letter from the bank and submit that I can I want this cleared up...$is not just pocket change
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
Sincerely,
*** ***
January 13, *** *** ***
*** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 12, 2017, we received your complaint, dated January 11, 2017, filed with the Revdex.com You said that DISH Network debited a payment from your bank account without your authorization. You also expressed concern about the level of customer service you receivedWhen we spoke, I advised you that a review of your sales call revealed that you agreed to enroll your account in automatic payments and e-billing Our records show that we attempted to refund the payment directly to your bank account, but it was rejected. As such, a check refund was mailed to you on January 11, 2017. Please note, a total of $in adjustments have been applied to your account for this issue as well We appreciate your feedback concerning your experience. As I informed you, your calls will be reviewed for internal resolutionWhile we sincerely regret any inconvenience this issue may have caused, as you agreed to automatic payments, we are unable to provide any further refunds or waive your 24-month commitment If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 4, 2015/05/14) */
May 12,
Mr*** ***
*** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May 7, 2015, we received your complaint, dated May 4, 2015, filed with the RevDex.com
You indicated that when you placed your DISH Network service on DISH Pause, you were unaware that it would extend your commitmentfor the time that it was on pause in order to fulfill the 24-month commitmentYou requested that we charge you $for the past six months that your account was paused to avoid the extension of your commitment
When your account was activated on June 21, 2014, you enrolled in a 12-month promotional offer to receive a $credit for monthsSince you subscribed to the Smart Pack, which is priced at $(formerly $32.99), your monthly service charges were $before taxSince you paid the $DISH Pause fee for six months, the remaining cost would be $
When I spoke with you by telephone today, I agreed to honor your requestI applied an $charge to cover the past six months and your commitment will not be extended
Additionally, you requested that your bill remain $for the remaining months of your commitmentSince the programming that you subscribe to is $plus tax per month, I applied a $credit for the next monthsYou accepted this offer
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
*xecutive *scalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/25) */
(The consumer indicated he/she ACC*PT*D the response from the business.)
The business adjusted my account to reflect the original agreement as I requestedThank you to everyone involved
February 13, Ms*** *** *** ** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 5, 2018, we received your complaint, dated February 4, 2018, filed with the Revdex.com You said that a third-party service and associated payments were initiated using your information without your authorization When we spoke, I advised you that I forwarded your issue to the appropriate department and I requested that your sales call be reviewed for misinformation. It was found that the sales agent did advise you of the third party service, Bill Advisor, and when you were asked if you wanted that service added you responded in the affirmative. They informed you that you would receive the service free for days and for $per month thereafter If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 6, 2015/06/09) */
June 8,
Ms*** ***
*** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On June 8, 2015, we received your correspondence, dated June 5, 2015, filed with the
Revdex.com
You stated that you experienced unresolved signal loss with your DISH Network serviceThis led you to disconnect the service prior to completing your contractYou have been charged an early termination fee of $You requested that the early termination fee be refunded and you would also like your last payment of $refunded
My attempts to contact you today at (***) ***-*** were unsuccessfulWhen I identified myself, you terminated the call
To address your complaint, I have waived your early termination feeI issued a refund for the $payment and your last payment of $Please allow five to seven business days to receive the refund
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: 2:pm to11:pm MDT, MON-FRI
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My reason for not accepting DISH response is because they are holding my $until I pay them $On 6/8/my bank issued me credit for the $which DISH was not authorized to go into my accountOn 6/12/15, DISH credited me $(which the Bank kept for the credit they issued me on 6/8/DISH is harassing me and I want them to stopI hope this is not confusing to you as it is to meI'm at my wits end with DISH
Those silent calls that DISH made were deliberate because they called me on my home phone three times, first time they did not leave a message, the second time they did, the third time I answered the phone and got a recording stating to allow my refund of $and $five business daysI did get the $and still waiting on $I will let you know if I receive the $
THANKING YOU SO MY FOR YOUR HELP
Final Consumer Response /* (2000, 11, 2015/06/20) */
Have received payment of $on 6/18/Thanking you for your help
Initial Business Response /* (1000, 10, 2015/07/24) */
July 22,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On July 13, 2015, we received your complaint, dated July 10, 2015, filed with the
Revdex.com
You indicated that you experienced recurring unresolved signal loss with your DISH Network serviceThis led you to disconnect your accountYou have been billed $for an early termination fee and additional service feesYou indicated that you were not informed of a 24-month contractual commitment and you do not recall signing a contractYou asked that this balance be resolved
When we spoke today, I explained that disclosures regarding the contractual commitment are given at the time of purchaseAdditionally, our records indicate that an email was sent to you at ***@gmail.com on October 17, 2014, providing additional disclosures regarding your term commitmentHowever, your contract could not be located so I agreed to waive your early termination fee and resolve the $account balanceAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this 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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/05/20) */
May 15,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On May 8, 2015, we received your correspondence, dated May 5, 2015,
filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXXon May 12, and 15, 2015, and I left three messages
You maintain that you were not informed of the 24-month agreement and you disputed the $early termination fee that was applied to your accountYou mentioned that we have not provided you a copy of the sales call
Your account was activated under the Digital Home Advantage (DHA) agreement which includes a 24-month commitmentEnclosed is a copy of your DHA agreement for review
Although your sales call was not recorded, our sales representatives are required to disclose the terms of the agreementAdditionally, a sales confirmation email was sent to ***@hotmail.com on May 22, This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation
After the installation, the technician provides the customer with an electronic device to signPlease note that as the signature is gathered on an electronic device, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distortedWe emailed you a copy of the signed DHA agreement to the same email address highlighted above on May 23, The copy that you received is a printout of the information from the electronic device used
Your early termination fee remains valid
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
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that it is a huge omission and deceiving to not verbally disclose how long the contract is forIt is a deceiving sales tactic to over the phone when the customer is being "sold" to not go over the contract lengthInstead, dish waited until I verbally agreed to service, and an installer was at my home to have me sign something and STILL didn't go over the contract lengthDish re-sent me the contract just now, and the part in the contract about the months is very small and hard to see, so if not verbally made aware would be easy for anyone to missAlso, I was told they record every sales call when in fact they do notSo DISH has no evidence that they mentioned a month contractI definitley was NOT told about it, and as I mentioned before it is a decieving and should be unlawful sales tactic to mislead a customer so muchWe will NOT pay this bill and Dish needs to take it off our account
Final Consumer Response /* (4200, 10, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DISH claims "As previously advised, our sales representatives are required to disclose the terms of the agreementOur records indicate that all disclosures were provided"
However, they are unable to provide proof of this legally required verbal disclosureAs I did not receive this disclosure either over the phone or in person, and they cannot provide proof, I am not responsible for this early termination feeIf DISH's sales tactics include misleading and coercing the customer, as I was mislead and coerced, this is an unfair and unjust business practiceThe customer should not have to be responsible for ridiculous fees when they were not made aware of the initial agreement at the time of saleThe early termination fee is NOT valid and we will not pay itDISH is a large company and can afford to right this injustice by waiving the early termination feeI will continue to fight this as long as DISH refuses to budge as we are in the right
Final Business Response /* (4000, 12, 2015/06/16) */
June 15,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 15, 2015, we received your additional correspondence, dated June 8, 2015, filed with the Revdex.com
You continue to maintain that you did not receive verbal information regarding the 24-month commitmentYou also indicated that we will not provide you proof
This issue has previously been addressedPlease refer to my previous correspondence
Our records reveal all disclosures were read
We provided you with a sales confirmation email that included a copy of the agreement
By signing the Digital Home Advantage (DHA) 24-month agreement, you agreed to all terms of the contractIf you wish us to provide you with our records, you must obtain a subpoena
Pursuant to EchoStar Satellite LLC privacy requirements, our corporate business rules necessitate that we obtain a subpoena, court order or search warrant executed by an attorney or judge in order to provide any former or current customer information
Further, in order to research a request with regard to a current or former customer, we need any one or a combination of the following pieces of information: complete address with zip code, telephone number, Social Security Number, or the account number beginning with "8255" (for a total of digits)If this matter is an identity theft or credit card fraud matter, we will need the full credit card or bank account number and the name of the banking institution in order to initiate our investigation
You may forward a subpoena, court order or search warrant via mail to the following address:
EchoStar Satellite LLC
** *** ***
*** ** XXXXX
Attn: Subpoena Request
You may also simply fax the subpoena request directly to (XXX) XXX-XXXX
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 10, 2015/10/16) */
October 8,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 7, 2015, we received your complaint, dated October 6, 2015, filed with the
Revdex.com
You said that specific applications on your devices will not work with our internet service as you were told they wouldYou asked that this problem be resolved, or to be released from your contract
When we spoke by phone, I advised you that I will release you from your internet agreement since I am unable to resolve your concernsYou agreed to call me back when you're ready to disconnect your internet 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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 12, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they have released me from my contract with no financial penalties or fines
Initial Business Response /* (1000, 5, 2015/09/01) */
August 21,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 14, 2015, we received your complaint, dated August 13, 2015,
filed with the Revdex.com
You stated that you called DISH Network in to advise us that you were movingYou transferred your account to Mr*** *** and you were under the impression that he would be responsible person for the accountYou indicated that your account has been sent to collections under your name and this has affected your credit rating
When I spoke with you on August 21, 2015, I informed you that you are the responsible person for this account since you used your personal information to apply for itI also explained that the balance due is for unreturned equipment and programming
After you return the equipment and pay the past-due balance to close this account, DISH Network will report to the collection agency that this account has been paid in full
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 - 2:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was able to obtain the equipment from *** *** after a representative from Dish called me who said he was going to send me postage paid boxes to return itI gave this representative my address, and he said that the boxes would arrive September So far I have not received anythingI would like to keep this complaint open until the equipment is returned, the fees are paid, and there is proof that this collection has been removed from my creditThank you
Final Consumer Response /* (3000, 15, 2015/09/28) */
Final Business Response /* (4000, 17, 2015/10/08) */
October 5,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 29, 2015, we received your complaint, dated September 28, 2015, filed with the Revdex.com
You stated that the boxes to return the DISH Network leased equipment had not arrived and that UPS told you they did not have any packages for you
When I spoke with you today, you confirmed that you had everything ready to be shipped, and you just wanted your DISH Network account number to include with the equipment
You also indicated that you would make a payment for the balance due
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 - 2:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
February 27, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 26, 2018, we received your complaint, dated February 26, 2018, filed with the Revdex.com You disputed the Pay-Per-View (PPV) charges that were billed to your DISH Network accountYou maintain that a DISH Network technician helped you block the PPV channels, yet the charges continuedYou indicated that the service was for your mother who would have never ordered the PPV events that were chargedYou requested that the PPV charges be removed, that any penalty for cancellation be waived and for any installation damage to be repaired A review of our records reveals that a DISH Network technician was dispatched to your mother's home on November 11, The technician's notes verify that locks were set up to restrict access to PPV events with use of a password Further review shows that PPV events were ordered January and 30, When we spoke, I advised you that while DISH Network considers the early termination fee to be valid, I waived the fee in the interest of customer serviceI also removed the PPV charges from your accountYou informed me that there was no damage that needed to be repaired We strive to provide excellent service and we 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 (720) 514- Sincerely, John M*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 8:am-4:pm MST, MON-FRI (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 9, 2015/05/15) */
May 14,
Mrand Mrs*** and *** ***
*** *** St
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mrand Mrs***:
On May 8, 2015, we received your correspondence, dated
May 7, 2015, filed with the Revdex.com
You expressed the following concerns:
Disconnection of service
Return shipping cost
Customer service
When we spoke today, I explained that your service was interrupted due to nonpayment on April 27, We have no record of a disconnection request prior to this date
I advised you that the service was restored on May 2, 2015, and disconnected on this date, per your requestThe payment in the amount of $collected on May 2, 2015, was not enough to cover the balance due for service rendered, a late fee and taxI regret any confusion
I reversed the balance of $from your accountAs of May 8, 2015, your DISH Network account is at a zero balanceWe are unable to honor your refund request
I informed you that the equipment was removed from your account as it is obsolete, and no return shipping fees were applied
We strive to provide excellent service and I apologize for any inconvenience you may have experiencedWe 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: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
December 28, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com You said that you were experiencing ongoing technical issues and you requested your DISH Network account be disconnected without an early termination fee At the time we spoke, you had an equipment upgrade scheduled for December 29, 2017. We agreed to complete the upgradeI agreed that, if you’re still experiencing issues afterwards, I would waive your 24-month commitmentWe 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 (*** *** Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 5, 2015/11/04) */
November 3,
Mr*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 26, 2015, we received your correspondence, dated October 23, 2015,
filed with the Revdex.com
You said that a technician installed a black gadget on the back of your receiver which caused files from your personal computer to be erasedYou requested a technician visit for the removal of the gadget
I attempted to reach you at (XXX) XXX-XXXX on October 28, 2015, and November and 3, I left three voice messages
Our records show that a HD DVR receiver was installed with a surge protector on October 14,
If a sling adaptor, HDMI cable or Ethernet was connected to the DISH Network receiver the connection will not affect files on a personal computerI regret any confusion
A technician is not required to remove the connection from the receiver
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
Please see attachment
Final Business Response /* (4000, 9, 2015/11/13) */
November 10,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 10, 2015, we received your rebuttal, dated November 9, 2015, filed with the Revdex.com
You said your issue was resolved when you hired someone to retrieve files from your personal computerYou requested compensation for the cost
Please note that any cable or surge protector connected to the back of the receiver will not affect files on a personal computerTherefore, we are unable to provide you with the compensation you requested
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Final Consumer Response /* (2000, 11, 2015/11/25) */
From: Selena LeDoux
Sent: Wednesday, November 25, XXXX XX:XX AM
To: Sonia Casillas
Subject: FW: Revdex.com Complaint Case# (Ref#XX-XXXX-XXXXXXXX-XX-XXXX)
From: ***@comcast.net (mailto:***@comcast.net)
Sent: Monday, November 16, XXXX X:XX PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# (Ref#XX-XXXX-XXXXXXXX-XX-XXXX)
This is to inform you that this case has been corrected when we hired a specialist to take a look of the problemWe will send the bill of the technician who solved the computer problem
Thank you,
C***
________________________________________
Complaint ID#: XXXXXXXX
Business Name: DISH Network, LLC
Your Revdex.com has received a response to your recent rebuttal regarding the above-mentioned case
Please review their response and advise us of your position on the matter by (November 26, )Please be sure to indicate whether or not all of your issues have been addressed and/or if there are any NEW issues that have not yet been addressed by the companyIf we do not hear back from you, we will assume you are satisfied and will close your complaint
We encourage you to use our ONLINE COMPLAINT system to respondThe following URL (website address) will take you directly to this complaintYou will be able to enter your response directly on our website:
https://denver.app.Revdex.com.org/complaintreply/c
Use the following to login:
Case ID: XXXXXXXX
Password: ***
Sincerely,
Trade Practices Specialist
Trade Practice Specialist
***@denver.Revdex.com.org
-
XXX XXX-XXXXFax
Always use a Revdex.com Accredited Business first...visit findacompany.org for the Trust and Integrity you deserve in a business!
Dear Ms***: On January 28, 2016, we received your complaint, dated January 27, 2016, filed with the Revdex.comYou indicated that your service was interrupted because we changed your billing due date and you did not receive notification of the changeYou mentioned that
there is a $fee for an extension of your payment dateYou requested a credit for all these feesYou also mentioned the customer service you receivedOur records reveal that this is a duplicate issue that was previously addressed on January 12, 2016, under Revdex.com Case Numbe* ***Enclosed is a copy of that responseIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
Initial Business Response /* (1000, 10, 2015/08/26) */
August 18,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 17, 2015, we received your complaint, dated August 14, 2015, filed
with the Revdex.com
Our records reveal that this matter has been previously addressed by DISH Network Dispute Resolution Specialist Ms*** *** by letter correspondence, dated August 13, I have enclosed a copy of the letter for your records
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 13,
Ms*** ***
*** XXXXX
Re: XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 10, 2015, we received your correspondence, dated August 5,
I attempted to contact you at (XXX) XXX-XXXX on August 11, and 13, 2015, and I left three voicemails
You indicated that you initially contacted DISH Network for internet service onlyHowever, you were set up with bundled TV and internet service through CenturyLink
In the interest of customer service, I waived the early termination fee, the return box charges, the unreturned LNBF (eyepiece of the dish) fee, and the past-due programming chargesWe received the receivers and remote controls on August 11, Your account is now at a zero balance
We 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 (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday 8:am-4:pm MT
(XXX) XXX-XXXX
cc: *** ***
Initial Business Response /* (1000, 5, 2015/11/04) */
October 29,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 28, 2015, we received your complaint, dated October 27, 2015, filed with
the Revdex.com
You said that you experienced technical issues and when you scheduled technician visits the technicians missed the appointmentsYou also expressed concern about the level of customer service you received
As you indicated that you did not wish to be contacted, I did not attempt to reach you by phone
Our records indicate that you contacted us on August 30, 2015, concerning signal lossThe agent offered to schedule a technician visit but you said that you could not take a day off from workThe agent offered to schedule a work order for the coming weekend but you said that you did not wish to wait for a later dateA work order was scheduled for August 31, 2015, but you advised the technician that you were not available, so it was cancelled
We received another call from you on September 29, 2015, concerning signal issues and your billYou requested additional monthly adjustments after your new customer promotional credits endedThe agent applied a one-time $credit to your account and scheduled a technician visit for October 4, Please note that no mention was made of having the technician finish by 5:pm; however, you advised the agent that you would be at church until 1:pm so you could not have the technician out prior to thatYou cancelled that work order as well
To avoid further issues and because you expressed dissatisfaction with the resolutions offered to you (and although DISH Network has yet to be given the opportunity to resolve your signal issues), I made an exception and waived your 24-month commitmentPlease contact us at (XXX) XXX-XXXX to disconnect your service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Tell us why here...March 14, 2016 Mr*** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On March 14, 2016, we received your rebuttal, dated March 11, 2016, filed with the Revdex.com. You continue to express concern regarding the delay that you experienced with courtesy credits provided by DISH Network posting to your Frontier bill As previously explained, DISH Network transfers the charges and credits for your TV service to Frontier on the first of each monthThe exact date can vary by a day or two depending on the calendarFrontier then posts this information on your Frontier account and they then bill you based on their billing cycleWe have no way to expedite this process Please also understand, that you are receiving these credits as a courtesyIf you are offered a $credit for six months, you will receive one credit per monthHowever, the credits may not be applied to your Frontier account as soon as any prior credits endDuring this time, you are being billing at your regular rate for service--not an inflated rate. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:pm to11:pm MDT, MON-FRI*** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
August 16, Dear Mr***: On August 12, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.com You stated that someone contacted you regarding a DISH Network upgradeWhen you called DISH Network to confirm
the offer, you were advised that we do not have such an offer This issue has already been addressed and resolved through the complaint you filed with the Office of the Attorney General, State of New YorkI included a copy of that letter If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
Complaint: ***
I am rejecting this response because: I am not sure why a bank statement is not sufficient enough when it clearly shows that amount has cleared my account If I need to get a letter from the bank and submit that I can I want this cleared up...$is not just pocket change
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
Sincerely,
*** ***
January 13, *** *** ***
*** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 12, 2017, we received your complaint, dated January 11, 2017, filed with the Revdex.com You said that DISH Network debited a payment from your bank account without your authorization. You also expressed concern about the level of customer service you receivedWhen we spoke, I advised you that a review of your sales call revealed that you agreed to enroll your account in automatic payments and e-billing Our records show that we attempted to refund the payment directly to your bank account, but it was rejected. As such, a check refund was mailed to you on January 11, 2017. Please note, a total of $in adjustments have been applied to your account for this issue as well We appreciate your feedback concerning your experience. As I informed you, your calls will be reviewed for internal resolutionWhile we sincerely regret any inconvenience this issue may have caused, as you agreed to automatic payments, we are unable to provide any further refunds or waive your 24-month commitment If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 4, 2015/05/14) */
May 12,
Mr*** ***
*** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May 7, 2015, we received your complaint, dated May 4, 2015, filed with the RevDex.com
You indicated that when you placed your DISH Network service on DISH Pause, you were unaware that it would extend your commitmentfor the time that it was on pause in order to fulfill the 24-month commitmentYou requested that we charge you $for the past six months that your account was paused to avoid the extension of your commitment
When your account was activated on June 21, 2014, you enrolled in a 12-month promotional offer to receive a $credit for monthsSince you subscribed to the Smart Pack, which is priced at $(formerly $32.99), your monthly service charges were $before taxSince you paid the $DISH Pause fee for six months, the remaining cost would be $
When I spoke with you by telephone today, I agreed to honor your requestI applied an $charge to cover the past six months and your commitment will not be extended
Additionally, you requested that your bill remain $for the remaining months of your commitmentSince the programming that you subscribe to is $plus tax per month, I applied a $credit for the next monthsYou accepted this offer
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
*xecutive *scalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/25) */
(The consumer indicated he/she ACC*PT*D the response from the business.)
The business adjusted my account to reflect the original agreement as I requestedThank you to everyone involved
February 13, Ms*** *** *** ** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 5, 2018, we received your complaint, dated February 4, 2018, filed with the Revdex.com You said that a third-party service and associated payments were initiated using your information without your authorization When we spoke, I advised you that I forwarded your issue to the appropriate department and I requested that your sales call be reviewed for misinformation. It was found that the sales agent did advise you of the third party service, Bill Advisor, and when you were asked if you wanted that service added you responded in the affirmative. They informed you that you would receive the service free for days and for $per month thereafter If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 6, 2015/06/09) */
June 8,
Ms*** ***
*** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On June 8, 2015, we received your correspondence, dated June 5, 2015, filed with the
Revdex.com
You stated that you experienced unresolved signal loss with your DISH Network serviceThis led you to disconnect the service prior to completing your contractYou have been charged an early termination fee of $You requested that the early termination fee be refunded and you would also like your last payment of $refunded
My attempts to contact you today at (***) ***-*** were unsuccessfulWhen I identified myself, you terminated the call
To address your complaint, I have waived your early termination feeI issued a refund for the $payment and your last payment of $Please allow five to seven business days to receive the refund
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: 2:pm to11:pm MDT, MON-FRI
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My reason for not accepting DISH response is because they are holding my $until I pay them $On 6/8/my bank issued me credit for the $which DISH was not authorized to go into my accountOn 6/12/15, DISH credited me $(which the Bank kept for the credit they issued me on 6/8/DISH is harassing me and I want them to stopI hope this is not confusing to you as it is to meI'm at my wits end with DISH
Those silent calls that DISH made were deliberate because they called me on my home phone three times, first time they did not leave a message, the second time they did, the third time I answered the phone and got a recording stating to allow my refund of $and $five business daysI did get the $and still waiting on $I will let you know if I receive the $
THANKING YOU SO MY FOR YOUR HELP
Final Consumer Response /* (2000, 11, 2015/06/20) */
Have received payment of $on 6/18/Thanking you for your help
Initial Business Response /* (1000, 10, 2015/07/24) */
July 22,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On July 13, 2015, we received your complaint, dated July 10, 2015, filed with the
Revdex.com
You indicated that you experienced recurring unresolved signal loss with your DISH Network serviceThis led you to disconnect your accountYou have been billed $for an early termination fee and additional service feesYou indicated that you were not informed of a 24-month contractual commitment and you do not recall signing a contractYou asked that this balance be resolved
When we spoke today, I explained that disclosures regarding the contractual commitment are given at the time of purchaseAdditionally, our records indicate that an email was sent to you at ***@gmail.com on October 17, 2014, providing additional disclosures regarding your term commitmentHowever, your contract could not be located so I agreed to waive your early termination fee and resolve the $account balanceAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this 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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/05/20) */
May 15,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On May 8, 2015, we received your correspondence, dated May 5, 2015,
filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXXon May 12, and 15, 2015, and I left three messages
You maintain that you were not informed of the 24-month agreement and you disputed the $early termination fee that was applied to your accountYou mentioned that we have not provided you a copy of the sales call
Your account was activated under the Digital Home Advantage (DHA) agreement which includes a 24-month commitmentEnclosed is a copy of your DHA agreement for review
Although your sales call was not recorded, our sales representatives are required to disclose the terms of the agreementAdditionally, a sales confirmation email was sent to ***@hotmail.com on May 22, This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation
After the installation, the technician provides the customer with an electronic device to signPlease note that as the signature is gathered on an electronic device, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distortedWe emailed you a copy of the signed DHA agreement to the same email address highlighted above on May 23, The copy that you received is a printout of the information from the electronic device used
Your early termination fee remains valid
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
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that it is a huge omission and deceiving to not verbally disclose how long the contract is forIt is a deceiving sales tactic to over the phone when the customer is being "sold" to not go over the contract lengthInstead, dish waited until I verbally agreed to service, and an installer was at my home to have me sign something and STILL didn't go over the contract lengthDish re-sent me the contract just now, and the part in the contract about the months is very small and hard to see, so if not verbally made aware would be easy for anyone to missAlso, I was told they record every sales call when in fact they do notSo DISH has no evidence that they mentioned a month contractI definitley was NOT told about it, and as I mentioned before it is a decieving and should be unlawful sales tactic to mislead a customer so muchWe will NOT pay this bill and Dish needs to take it off our account
Final Consumer Response /* (4200, 10, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DISH claims "As previously advised, our sales representatives are required to disclose the terms of the agreementOur records indicate that all disclosures were provided"
However, they are unable to provide proof of this legally required verbal disclosureAs I did not receive this disclosure either over the phone or in person, and they cannot provide proof, I am not responsible for this early termination feeIf DISH's sales tactics include misleading and coercing the customer, as I was mislead and coerced, this is an unfair and unjust business practiceThe customer should not have to be responsible for ridiculous fees when they were not made aware of the initial agreement at the time of saleThe early termination fee is NOT valid and we will not pay itDISH is a large company and can afford to right this injustice by waiving the early termination feeI will continue to fight this as long as DISH refuses to budge as we are in the right
Final Business Response /* (4000, 12, 2015/06/16) */
June 15,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 15, 2015, we received your additional correspondence, dated June 8, 2015, filed with the Revdex.com
You continue to maintain that you did not receive verbal information regarding the 24-month commitmentYou also indicated that we will not provide you proof
This issue has previously been addressedPlease refer to my previous correspondence
Our records reveal all disclosures were read
We provided you with a sales confirmation email that included a copy of the agreement
By signing the Digital Home Advantage (DHA) 24-month agreement, you agreed to all terms of the contractIf you wish us to provide you with our records, you must obtain a subpoena
Pursuant to EchoStar Satellite LLC privacy requirements, our corporate business rules necessitate that we obtain a subpoena, court order or search warrant executed by an attorney or judge in order to provide any former or current customer information
Further, in order to research a request with regard to a current or former customer, we need any one or a combination of the following pieces of information: complete address with zip code, telephone number, Social Security Number, or the account number beginning with "8255" (for a total of digits)If this matter is an identity theft or credit card fraud matter, we will need the full credit card or bank account number and the name of the banking institution in order to initiate our investigation
You may forward a subpoena, court order or search warrant via mail to the following address:
EchoStar Satellite LLC
** *** ***
*** ** XXXXX
Attn: Subpoena Request
You may also simply fax the subpoena request directly to (XXX) XXX-XXXX
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 10, 2015/10/16) */
October 8,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 7, 2015, we received your complaint, dated October 6, 2015, filed with the
Revdex.com
You said that specific applications on your devices will not work with our internet service as you were told they wouldYou asked that this problem be resolved, or to be released from your contract
When we spoke by phone, I advised you that I will release you from your internet agreement since I am unable to resolve your concernsYou agreed to call me back when you're ready to disconnect your internet 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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 12, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they have released me from my contract with no financial penalties or fines
Initial Business Response /* (1000, 5, 2015/09/01) */
August 21,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 14, 2015, we received your complaint, dated August 13, 2015,
filed with the Revdex.com
You stated that you called DISH Network in to advise us that you were movingYou transferred your account to Mr*** *** and you were under the impression that he would be responsible person for the accountYou indicated that your account has been sent to collections under your name and this has affected your credit rating
When I spoke with you on August 21, 2015, I informed you that you are the responsible person for this account since you used your personal information to apply for itI also explained that the balance due is for unreturned equipment and programming
After you return the equipment and pay the past-due balance to close this account, DISH Network will report to the collection agency that this account has been paid in full
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 - 2:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was able to obtain the equipment from *** *** after a representative from Dish called me who said he was going to send me postage paid boxes to return itI gave this representative my address, and he said that the boxes would arrive September So far I have not received anythingI would like to keep this complaint open until the equipment is returned, the fees are paid, and there is proof that this collection has been removed from my creditThank you
Final Consumer Response /* (3000, 15, 2015/09/28) */
Final Business Response /* (4000, 17, 2015/10/08) */
October 5,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 29, 2015, we received your complaint, dated September 28, 2015, filed with the Revdex.com
You stated that the boxes to return the DISH Network leased equipment had not arrived and that UPS told you they did not have any packages for you
When I spoke with you today, you confirmed that you had everything ready to be shipped, and you just wanted your DISH Network account number to include with the equipment
You also indicated that you would make a payment for the balance due
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 - 2:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
February 27, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 26, 2018, we received your complaint, dated February 26, 2018, filed with the Revdex.com You disputed the Pay-Per-View (PPV) charges that were billed to your DISH Network accountYou maintain that a DISH Network technician helped you block the PPV channels, yet the charges continuedYou indicated that the service was for your mother who would have never ordered the PPV events that were chargedYou requested that the PPV charges be removed, that any penalty for cancellation be waived and for any installation damage to be repaired A review of our records reveals that a DISH Network technician was dispatched to your mother's home on November 11, The technician's notes verify that locks were set up to restrict access to PPV events with use of a password Further review shows that PPV events were ordered January and 30, When we spoke, I advised you that while DISH Network considers the early termination fee to be valid, I waived the fee in the interest of customer serviceI also removed the PPV charges from your accountYou informed me that there was no damage that needed to be repaired We strive to provide excellent service and we 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 (720) 514- Sincerely, John M*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 8:am-4:pm MST, MON-FRI (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 9, 2015/05/15) */
May 14,
Mrand Mrs*** and *** ***
*** *** St
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mrand Mrs***:
On May 8, 2015, we received your correspondence, dated
May 7, 2015, filed with the Revdex.com
You expressed the following concerns:
Disconnection of service
Return shipping cost
Customer service
When we spoke today, I explained that your service was interrupted due to nonpayment on April 27, We have no record of a disconnection request prior to this date
I advised you that the service was restored on May 2, 2015, and disconnected on this date, per your requestThe payment in the amount of $collected on May 2, 2015, was not enough to cover the balance due for service rendered, a late fee and taxI regret any confusion
I reversed the balance of $from your accountAs of May 8, 2015, your DISH Network account is at a zero balanceWe are unable to honor your refund request
I informed you that the equipment was removed from your account as it is obsolete, and no return shipping fees were applied
We strive to provide excellent service and I apologize for any inconvenience you may have experiencedWe 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: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
December 28, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com You said that you were experiencing ongoing technical issues and you requested your DISH Network account be disconnected without an early termination fee At the time we spoke, you had an equipment upgrade scheduled for December 29, 2017. We agreed to complete the upgradeI agreed that, if you’re still experiencing issues afterwards, I would waive your 24-month commitmentWe 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 (*** *** Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 5, 2015/11/04) */
November 3,
Mr*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 26, 2015, we received your correspondence, dated October 23, 2015,
filed with the Revdex.com
You said that a technician installed a black gadget on the back of your receiver which caused files from your personal computer to be erasedYou requested a technician visit for the removal of the gadget
I attempted to reach you at (XXX) XXX-XXXX on October 28, 2015, and November and 3, I left three voice messages
Our records show that a HD DVR receiver was installed with a surge protector on October 14,
If a sling adaptor, HDMI cable or Ethernet was connected to the DISH Network receiver the connection will not affect files on a personal computerI regret any confusion
A technician is not required to remove the connection from the receiver
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
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Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
Please see attachment
Final Business Response /* (4000, 9, 2015/11/13) */
November 10,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 10, 2015, we received your rebuttal, dated November 9, 2015, filed with the Revdex.com
You said your issue was resolved when you hired someone to retrieve files from your personal computerYou requested compensation for the cost
Please note that any cable or surge protector connected to the back of the receiver will not affect files on a personal computerTherefore, we are unable to provide you with the compensation you requested
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Final Consumer Response /* (2000, 11, 2015/11/25) */
From: Selena LeDoux
Sent: Wednesday, November 25, XXXX XX:XX AM
To: Sonia Casillas
Subject: FW: Revdex.com Complaint Case# (Ref#XX-XXXX-XXXXXXXX-XX-XXXX)
From: ***@comcast.net (mailto:***@comcast.net)
Sent: Monday, November 16, XXXX X:XX PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# (Ref#XX-XXXX-XXXXXXXX-XX-XXXX)
This is to inform you that this case has been corrected when we hired a specialist to take a look of the problemWe will send the bill of the technician who solved the computer problem
Thank you,
C***
________________________________________
Complaint ID#: XXXXXXXX
Business Name: DISH Network, LLC
Your Revdex.com has received a response to your recent rebuttal regarding the above-mentioned case
Please review their response and advise us of your position on the matter by (November 26, )Please be sure to indicate whether or not all of your issues have been addressed and/or if there are any NEW issues that have not yet been addressed by the companyIf we do not hear back from you, we will assume you are satisfied and will close your complaint
We encourage you to use our ONLINE COMPLAINT system to respondThe following URL (website address) will take you directly to this complaintYou will be able to enter your response directly on our website:
https://denver.app.Revdex.com.org/complaintreply/c
Use the following to login:
Case ID: XXXXXXXX
Password: ***
Sincerely,
Trade Practices Specialist
Trade Practice Specialist
***@denver.Revdex.com.org
-
XXX XXX-XXXXFax
Always use a Revdex.com Accredited Business first...visit findacompany.org for the Trust and Integrity you deserve in a business!
Complaint: ***
I am rejecting this response because: My message do not show any attachments so I cannot view the agreement
Sincerely,
*** ***