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
also with the attached picture it quotes ***(Id:***) no there will be no cost to this*** "so I wouldn't have to pay anything just sign a 24monthThis is what I was talking about
Sincerely,
*** ***
Tell us why here...July 14, 2016 Ms*** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 12, 2016, we received your complaint, dated July 12, 2016, filed with the Revdex.com. You disputed the automatic debiting of your early termination fee. When we spoke, I explained that your Digital Home Advantage customer agreement provides that early termination and unreturned equipment fees will be automatically debited from the credit or debit card account used to qualify your account. Enclosed is a copy of your agreement for your records. While we sincerely regret any inconvenience this issue may have caused, as your balance for service rendered went unpaid causing your account to be disconnected, we are unable to refund the fee to which you refer. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** ***
January 20, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On January 13, 2016, we received your correspondence, dated January 10, 2016, filed with the Revdex.com You stated that you established a DISH Network account in your name to provided service for your mother in her residenceShe later was moved to a nursing homeShe was unable to retain the service and the account was disconnectedYou were charged an early termination fee and the $account balance was sent to collectionsYou requested that the matter be resolved In our January 14, 2016, email correspondence, I offered to waive your early termination fee as a courtesyYou accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** ***
Tell us why here...October 12, 2016 Dear Ms***: On October 7, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.comMy attempts to reach you by phone on October 10, and 12, 2016, have been unsuccessful; however, I was
able to leave a voice message on each attempt You said that although you agreed to purchase equipment with no commitment, you were charged an early termination feeYou asked that the early termination fee be waived I waived the early termination fee of $350.00; however, our records don’t reflect that you purchased this equipmentTherefore, it will need to be returned to avoid unreturned equipment fees 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###-###-####
Tell us why here...July 26, 2016 Mr*** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On July 22, 2016, we received your complaint, dated July 19, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. Our records show that Mr*** *** in our Executive Escalations Team made an exception and he waived your early termination fee on July 20, 2016. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** ***
Complaint* ***
I am rejecting this response and will be filing a complaint with the CFPB as well as any other relevant organizationsAs aforementioned, I provided you with a number where I can be reached and this is the number that I have called and complained using in excess of times prior to my complaint with the Revdex.comI have obtained a print out of my call logs to validate this which of course will be included in my complaint I have since received replacement equipment, however have paid for a service that I have not received for numerous monthsSince the company insists on operating using unscrupulous tactics and charging clients for services not received, I will be also consulting with an attorneyA further response is neither necessary nor wanted.
Sincerely,
*** ***
July 13, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On July 6, 2017, we received your complaint, dated July 5, 2017, filed with the Revdex.com You said that you received incorrect information during the initiation of your DISH Network account. You also indicated that you experienced technical difficulties with your leased receiver. You requested to have your balance waived and to receive compensation for your installation I attempted to reach you at *** *** on July 10, 2017, and I left a voicemail. I also emailed you at *** You replied to my email that you were not interested in negotiating and you requested a reply. As such, I emailed you my response to your complaint A review of your account shows that your early termination fee was waived on June 19, 2017. As your sale was completed in person and by an independent retailer, we were unable to verify what information you were provided, so an exception was made I reviewed your June 19, 2017, call and found that you agreed to pay the $equipment return fee and charges for service rendered. As such, I am unable to waive your balance In my email, I advised you that I could open a damage claim to investigate the alleged damage done during your installation and I requested that you contact me if you wish to do so If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** * *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
June 2, Mr*** *** *** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On June 17, 2016, we received your complaint, dated June 15, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on June 20, and 22, 2016, and I left three messages You indicated that you have received an error message for a week now and that the programs that you recorded while you were out of town were ruinedYou maintain that you have called four times but the issue is not resolvedYou requested a refund A review of this account does not reveal any ongoing technical issues reportedThe only technical call that we received was on June 15, 2016, and you were provided a time-without-service credit of $ If you are experiencing ongoing technical issues, please contact us to troubleshoot as you may need to exchange your receiver 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
Initial Business Response /* (1000, 5, 2015/10/15) */
October 8,
*** *** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms***
On October 8, 2015, we received your correspondence dated October 7, 2015, filed
with the Revdex.com
You said you did not authorize DISH Network to run a credit check and you requested that the inquiry be removed from your credit report
When we spoke today, I advised you to fill out and return the enclosed ID Theft Affidavit forms so that we may investigate this matterWhen the forms are reviewed, a member of the DISH Network ID Theft Team will contact you directly
You may scan and email the documents to ***@dish.com or mail the forms to DISH Network, PO Box 9040, Littleton, CO XXXXXPlease send it ATTN: ID Theft
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/04/23) */
April 21,
Mr*** ***
*** *** *** **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On April 20, 2015, we received your correspondence, dated April 17, 2015,
filed with the Revdex.com
You said that you were told you had a 30-day guarantee allowing you to cancel service with no penalty, and you disputed the early termination feeYou also expressed concern with the customer service you received
Our records show that you established your service under the Flexpromotion with a 24-month commitmentPlease note that DISH Network does not offer a grace period to cancel service without an early termination feeWe were unable to retrieve your sales call for review
When we spoke today, I advised you that I waived the early termination fee and a refund of $was submittedPlease allow five business days for processingThis refund is for the payment collected for the early termination fee
We regret any inconvenience you may have experiencedYour feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the back but dish still owes my girlfriend that we paid when we signed up also they owe me My girlfriend called them on 4/asking for her money back and the associate *** that she spoke with was very rude and unhelpful and also tried to say we had the service for a month which is ridiculous on his part not to mention how very rude he wasAlm we want is for Dish to honor there day guarantee and give us our money back like they did when they took the away but returned it to meSo I would appreciate that Dish go over some better training methods for their associates cause the way *** handled the situation was very unprofessional and for gim to sit there and lie about us having the service for daydls is absurdSo all we want is the and dollars back that they guaranteed if we were not happy
Final Business Response /* (4000, 8, 2015/05/04) */
April 30,
Mr*** ***
*** *** *** **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On April 30, 2015, we received your rebuttal, dated April 29, 2015, filed with the Revdex.com
You requested a refund for the two payments collected to initiate your service in the amounts of $and $for a total of $You also expressed concern with the customer service your girlfriend received
When we spoke today, I explained that DISH Network does not offer a grace period to cancel service without a penalty and we do not provided a money-back guarantee
Under the Flex PAdvance promotion, the customer agrees to pay the activation, equipment upgrade, and return shipping feesThe fees on your account total $and service rendered for days is $for a total of $
While we previously agreed to waive your early termination fee, we did not agree to refund the payments that were collected to initiate your account
I have reviewed the call that took place on April 27, 2015, between your girlfriend (Ms*** ***) and our customer service representativeThe representative explained to Ms*** that DISH Network does not offer a money-back guarantee and he offered to provide a refund for unused serviceA review of the call also reveals that the representative addressed Ms***'s concerns in a professional matter
Since the equipment was returned to DISH Network, I made an exception and reversed the $equipment upgrade fee from your accountI submitted a refund of $Please allow five business days for processingThis refund is for unused programming and the equipment upgrade fee
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/07/10) */
July 1,
*** *** ***
*** *** ***
*** *** ** ***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 25, 2015, we received your correspondence, dated June 24, 2015,
filed with the Revdex.com
You maintain you were told you had a 30-day satisfaction guarantee and you disputed the early termination fee
I attempted to reach you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on June and 26, 2015, and July 1, I left one voice messageOn two occasions there was no option to leave a messageThese contact numbers are listed on your account and your correspondence
Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Dish One LLC, an independent retailerPlease note that DISH Network does not offer a grace period to cancel service without a penaltyThe DHA agreement discloses that if the service is disconnected for any reason prior to the promotional fulfillment date, an early termination fee will applyA copy of your signed DHA agreement was sent to you at ***@yahoo.com on May 29, (the date of installation)I have enclosed a second copy for your records
On June 3, 2015, you reported that your children were unhappy with the service and that the remote control was complicatedOn this date we offered to exchange the Hopper and *** equipment with another modelWe also offered to change your program packageYou declined these offersDuring the call you were informed of the term commitment and your service remained activeWe have no record that you reported concerns with the picture quality
Per your request, the service was disconnected on June 21, Because your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was appliedOur early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customerIn your case, you received a free installation, free equipment, free activation, and free and discounted programmingNevertheless, I made an exception and reversed the early termination fee from your account
Your concern regarding the sale of your service will be shared with the appropriate personnel for internal reviewWe 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
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi Christina,
Feel free to reach out againI did receive your message and thank you for following upI apologize for mis-representation of the service contract at the time of sale by your contractorNone the less, I feel that the right decision was taken by you and your company upon your reviewPlease mail me a copy of the negated charges at your convenience
Sincerely,
*** ***
August 3, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On July 26, 2017, we received your complaint, dated July 24, 2017, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account. You also expressed concern about the level of customer service you received When we spoke, I informed you that DISH Network incurs certain costs when installing and initiating new accounts. The 24-month commitment and early termination fee are our way to recover some of that cost. While we regret that you do not agree, we are unable to waive your early termination fee You also disputed DISH Network’s equipment return policies. As I explained, you leased the equipment associated with your account and agreed to return all leased equipment upon the disconnection of your service. Because the equipment is linked to your information and you will be charged unreturned equipment fees if we do not receive your leased equipment, I recommended that you return your equipment rather than leave it for the next tenant We sincerely regret that your experience did not meet your expectations. Your feedback 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 *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** * *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12,
*** *** ***
XXX XX X/***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 10, 2015, we received your complaint, dated June 9, 2015, filed with the
Revdex.com
You indicated that DISH Network was unwilling to resolve your technical issues and requested to have your 24-month commitment waived
I attempted to reach you at (XXX) XXX-XXXX on June 10, 11, and 12, 2015, and I left three voicemails
In my last message I advised you that our records indicate that we were contacted concerning technical issues on June 4, 2015, and a technician was scheduled for June 5, We received another call on June 6, 2015, and another technician was scheduled for June 7, We have received no further calls for troubleshooting since
Because your account has been active for so long, I made an exception and waived your 24-month commitment; however, our records indicate that your technical issues have most likely been resolved
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough I do not agree with her version, I accept the resolution put forth Ihave tried to contact her regarding this but, per usual, all I get is voicemail I do not know what the next step is and have questions to ask her I do not know what happens next.Can someone from Revdex.com, preferably *** *** my specialist please contact me?
Sincerely,
Initial Business Response /* (1000, 9, 2015/05/05) */
May 1,
Ms*** ***
*** *** StE
***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 21, 2015, we received your complaint, dated April 16, 2015, filed with the
Revdex.com
I unsuccessfully attempted to contact you at (***) ***-*** on April and 28, 2015, and on May 1, I left three messages
You indicated that you were supposed to have a bundled account for DISH Network and Windstream service, but when the bill increased you discovered that the services were unbundledAlthough your service was supposed to be rebundled, it wasn't and you disconnected itYou disputed DISH Network's enforcement of the early termination fee
Our records reveal Windstream declined the bundled account and you were no longer eligible for bundled billingTherefore, a new direct billing DISH Network account was established
Since I was unable to locate your Digital Home Advantage agreement, I removed the $early termination feeI also submitted a refund for $for service charges that were reversed
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 9, 2015/11/23) */
November 19,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 13, 2015, we received your correspondence, dated
November 12, 2015, filed with the Revdex.com
You disputed the balance of $205.08, as you said you paid a total of $when you canceled the service
Our records show that your account was disconnected on October 2, The balance due for service rendered was $Because your account was canceled prior to the Digital Home Advantage (DHA) promotional fulfillment date, you were billed $and a $return box fee for the return of the equipment, plus taxThe total amount due was $On the date of disconnection two payments totaling $were made, leaving a balance of $
When we spoke today, I advised you that I reversed the balance from your accountAs of November 13, 2015, your DISH Network account is at a zero balanceYou accepted this resolution
We 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 (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
*** ***
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
*** ***
Complaint: ***
I am rejecting this response because: Dish had no right to charge for a FREE promotion I never requested, didn't want, and cancelled 01/and was told it was still free until 02/18/and I would not be charged because I cancelled well before 02/18/I was charged for these channels on my Feb1st billI called and talked to a person named ***I was told to deduct it from my bill and Dish would credit it on my March billDish did not credit me on my March bill; instead they charged me $for the same Premium channels I cancelled 01/04/The Account Specialist named *** I talked to about this fraudulant charges told me Dish assumed I wanted these channels????? They try to keep repeating how they bill a month in advance and do not make mistakes, that this is my faultDish lies to customers, nothing is really free, they do not give you anything in writing until you report them to the Revdex.comThe credits they are giving me is for fraudulant charges charged on my billI would never recommend Dish to anyone and I intend to tell everyone how I was treated by Dish and all the stress
Sincerely,
*** ***
December 15,
*** *** ***
** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
8***4***
Dear Ms***:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com
You maintain that you
were not told that the advertisement to record up to six shows included our PrimeTime Anytime option
Your service was activated on December 7, 2015, with a 24-month commitment
The Hopper is a three-tuner HD DVR, which can record up to three channels and/or play them back from any room in the homeHowever, you are only able to access two of the Hopper tuners while the Prime Time Anytime function is enabled, as this function records all four networks (ABC, CBS, Fox, and NBC) in HD (if available) during Prime Time hours
Our records show that you declined our offer to provide a Super *** to include two additional tunersYou also declined a one-time credit of $
When I spoke with you by phone on December 14, 2015, I advised you that I waived your 24-month commitmentYou will not be charged an early termination fee if you choose to disconnect your service
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
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
also with the attached picture it quotes ***(Id:***) no there will be no cost to this*** "so I wouldn't have to pay anything just sign a 24monthThis is what I was talking about
Sincerely,
*** ***
Tell us why here...July 14, 2016 Ms*** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 12, 2016, we received your complaint, dated July 12, 2016, filed with the Revdex.com. You disputed the automatic debiting of your early termination fee. When we spoke, I explained that your Digital Home Advantage customer agreement provides that early termination and unreturned equipment fees will be automatically debited from the credit or debit card account used to qualify your account. Enclosed is a copy of your agreement for your records. While we sincerely regret any inconvenience this issue may have caused, as your balance for service rendered went unpaid causing your account to be disconnected, we are unable to refund the fee to which you refer. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** ***
January 20, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On January 13, 2016, we received your correspondence, dated January 10, 2016, filed with the Revdex.com You stated that you established a DISH Network account in your name to provided service for your mother in her residenceShe later was moved to a nursing homeShe was unable to retain the service and the account was disconnectedYou were charged an early termination fee and the $account balance was sent to collectionsYou requested that the matter be resolved In our January 14, 2016, email correspondence, I offered to waive your early termination fee as a courtesyYou accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** ***
Tell us why here...October 12, 2016 Dear Ms***: On October 7, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.comMy attempts to reach you by phone on October 10, and 12, 2016, have been unsuccessful; however, I was
able to leave a voice message on each attempt You said that although you agreed to purchase equipment with no commitment, you were charged an early termination feeYou asked that the early termination fee be waived I waived the early termination fee of $350.00; however, our records don’t reflect that you purchased this equipmentTherefore, it will need to be returned to avoid unreturned equipment fees 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###-###-####
Tell us why here...July 26, 2016 Mr*** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On July 22, 2016, we received your complaint, dated July 19, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. Our records show that Mr*** *** in our Executive Escalations Team made an exception and he waived your early termination fee on July 20, 2016. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** ***
Complaint* ***
I am rejecting this response and will be filing a complaint with the CFPB as well as any other relevant organizationsAs aforementioned, I provided you with a number where I can be reached and this is the number that I have called and complained using in excess of times prior to my complaint with the Revdex.comI have obtained a print out of my call logs to validate this which of course will be included in my complaint I have since received replacement equipment, however have paid for a service that I have not received for numerous monthsSince the company insists on operating using unscrupulous tactics and charging clients for services not received, I will be also consulting with an attorneyA further response is neither necessary nor wanted.
Sincerely,
*** ***
July 13, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On July 6, 2017, we received your complaint, dated July 5, 2017, filed with the Revdex.com You said that you received incorrect information during the initiation of your DISH Network account. You also indicated that you experienced technical difficulties with your leased receiver. You requested to have your balance waived and to receive compensation for your installation I attempted to reach you at *** *** on July 10, 2017, and I left a voicemail. I also emailed you at *** You replied to my email that you were not interested in negotiating and you requested a reply. As such, I emailed you my response to your complaint A review of your account shows that your early termination fee was waived on June 19, 2017. As your sale was completed in person and by an independent retailer, we were unable to verify what information you were provided, so an exception was made I reviewed your June 19, 2017, call and found that you agreed to pay the $equipment return fee and charges for service rendered. As such, I am unable to waive your balance In my email, I advised you that I could open a damage claim to investigate the alleged damage done during your installation and I requested that you contact me if you wish to do so If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** * *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
June 2, Mr*** *** *** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On June 17, 2016, we received your complaint, dated June 15, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on June 20, and 22, 2016, and I left three messages You indicated that you have received an error message for a week now and that the programs that you recorded while you were out of town were ruinedYou maintain that you have called four times but the issue is not resolvedYou requested a refund A review of this account does not reveal any ongoing technical issues reportedThe only technical call that we received was on June 15, 2016, and you were provided a time-without-service credit of $ If you are experiencing ongoing technical issues, please contact us to troubleshoot as you may need to exchange your receiver 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
Initial Business Response /* (1000, 5, 2015/10/15) */
October 8,
*** *** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms***
On October 8, 2015, we received your correspondence dated October 7, 2015, filed
with the Revdex.com
You said you did not authorize DISH Network to run a credit check and you requested that the inquiry be removed from your credit report
When we spoke today, I advised you to fill out and return the enclosed ID Theft Affidavit forms so that we may investigate this matterWhen the forms are reviewed, a member of the DISH Network ID Theft Team will contact you directly
You may scan and email the documents to ***@dish.com or mail the forms to DISH Network, PO Box 9040, Littleton, CO XXXXXPlease send it ATTN: ID Theft
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/04/23) */
April 21,
Mr*** ***
*** *** *** **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On April 20, 2015, we received your correspondence, dated April 17, 2015,
filed with the Revdex.com
You said that you were told you had a 30-day guarantee allowing you to cancel service with no penalty, and you disputed the early termination feeYou also expressed concern with the customer service you received
Our records show that you established your service under the Flexpromotion with a 24-month commitmentPlease note that DISH Network does not offer a grace period to cancel service without an early termination feeWe were unable to retrieve your sales call for review
When we spoke today, I advised you that I waived the early termination fee and a refund of $was submittedPlease allow five business days for processingThis refund is for the payment collected for the early termination fee
We regret any inconvenience you may have experiencedYour feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the back but dish still owes my girlfriend that we paid when we signed up also they owe me My girlfriend called them on 4/asking for her money back and the associate *** that she spoke with was very rude and unhelpful and also tried to say we had the service for a month which is ridiculous on his part not to mention how very rude he wasAlm we want is for Dish to honor there day guarantee and give us our money back like they did when they took the away but returned it to meSo I would appreciate that Dish go over some better training methods for their associates cause the way *** handled the situation was very unprofessional and for gim to sit there and lie about us having the service for daydls is absurdSo all we want is the and dollars back that they guaranteed if we were not happy
Final Business Response /* (4000, 8, 2015/05/04) */
April 30,
Mr*** ***
*** *** *** **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On April 30, 2015, we received your rebuttal, dated April 29, 2015, filed with the Revdex.com
You requested a refund for the two payments collected to initiate your service in the amounts of $and $for a total of $You also expressed concern with the customer service your girlfriend received
When we spoke today, I explained that DISH Network does not offer a grace period to cancel service without a penalty and we do not provided a money-back guarantee
Under the Flex PAdvance promotion, the customer agrees to pay the activation, equipment upgrade, and return shipping feesThe fees on your account total $and service rendered for days is $for a total of $
While we previously agreed to waive your early termination fee, we did not agree to refund the payments that were collected to initiate your account
I have reviewed the call that took place on April 27, 2015, between your girlfriend (Ms*** ***) and our customer service representativeThe representative explained to Ms*** that DISH Network does not offer a money-back guarantee and he offered to provide a refund for unused serviceA review of the call also reveals that the representative addressed Ms***'s concerns in a professional matter
Since the equipment was returned to DISH Network, I made an exception and reversed the $equipment upgrade fee from your accountI submitted a refund of $Please allow five business days for processingThis refund is for unused programming and the equipment upgrade fee
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/07/10) */
July 1,
*** *** ***
*** *** ***
*** *** ** ***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 25, 2015, we received your correspondence, dated June 24, 2015,
filed with the Revdex.com
You maintain you were told you had a 30-day satisfaction guarantee and you disputed the early termination fee
I attempted to reach you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on June and 26, 2015, and July 1, I left one voice messageOn two occasions there was no option to leave a messageThese contact numbers are listed on your account and your correspondence
Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Dish One LLC, an independent retailerPlease note that DISH Network does not offer a grace period to cancel service without a penaltyThe DHA agreement discloses that if the service is disconnected for any reason prior to the promotional fulfillment date, an early termination fee will applyA copy of your signed DHA agreement was sent to you at ***@yahoo.com on May 29, (the date of installation)I have enclosed a second copy for your records
On June 3, 2015, you reported that your children were unhappy with the service and that the remote control was complicatedOn this date we offered to exchange the Hopper and *** equipment with another modelWe also offered to change your program packageYou declined these offersDuring the call you were informed of the term commitment and your service remained activeWe have no record that you reported concerns with the picture quality
Per your request, the service was disconnected on June 21, Because your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was appliedOur early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customerIn your case, you received a free installation, free equipment, free activation, and free and discounted programmingNevertheless, I made an exception and reversed the early termination fee from your account
Your concern regarding the sale of your service will be shared with the appropriate personnel for internal reviewWe 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
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi Christina,
Feel free to reach out againI did receive your message and thank you for following upI apologize for mis-representation of the service contract at the time of sale by your contractorNone the less, I feel that the right decision was taken by you and your company upon your reviewPlease mail me a copy of the negated charges at your convenience
Sincerely,
*** ***
August 3, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On July 26, 2017, we received your complaint, dated July 24, 2017, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account. You also expressed concern about the level of customer service you received When we spoke, I informed you that DISH Network incurs certain costs when installing and initiating new accounts. The 24-month commitment and early termination fee are our way to recover some of that cost. While we regret that you do not agree, we are unable to waive your early termination fee You also disputed DISH Network’s equipment return policies. As I explained, you leased the equipment associated with your account and agreed to return all leased equipment upon the disconnection of your service. Because the equipment is linked to your information and you will be charged unreturned equipment fees if we do not receive your leased equipment, I recommended that you return your equipment rather than leave it for the next tenant We sincerely regret that your experience did not meet your expectations. Your feedback 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 *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** * *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12,
*** *** ***
XXX XX X/***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 10, 2015, we received your complaint, dated June 9, 2015, filed with the
Revdex.com
You indicated that DISH Network was unwilling to resolve your technical issues and requested to have your 24-month commitment waived
I attempted to reach you at (XXX) XXX-XXXX on June 10, 11, and 12, 2015, and I left three voicemails
In my last message I advised you that our records indicate that we were contacted concerning technical issues on June 4, 2015, and a technician was scheduled for June 5, We received another call on June 6, 2015, and another technician was scheduled for June 7, We have received no further calls for troubleshooting since
Because your account has been active for so long, I made an exception and waived your 24-month commitment; however, our records indicate that your technical issues have most likely been resolved
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough I do not agree with her version, I accept the resolution put forth Ihave tried to contact her regarding this but, per usual, all I get is voicemail I do not know what the next step is and have questions to ask her I do not know what happens next.Can someone from Revdex.com, preferably *** *** my specialist please contact me?
Sincerely,
Initial Business Response /* (1000, 9, 2015/05/05) */
May 1,
Ms*** ***
*** *** StE
***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 21, 2015, we received your complaint, dated April 16, 2015, filed with the
Revdex.com
I unsuccessfully attempted to contact you at (***) ***-*** on April and 28, 2015, and on May 1, I left three messages
You indicated that you were supposed to have a bundled account for DISH Network and Windstream service, but when the bill increased you discovered that the services were unbundledAlthough your service was supposed to be rebundled, it wasn't and you disconnected itYou disputed DISH Network's enforcement of the early termination fee
Our records reveal Windstream declined the bundled account and you were no longer eligible for bundled billingTherefore, a new direct billing DISH Network account was established
Since I was unable to locate your Digital Home Advantage agreement, I removed the $early termination feeI also submitted a refund for $for service charges that were reversed
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 9, 2015/11/23) */
November 19,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 13, 2015, we received your correspondence, dated
November 12, 2015, filed with the Revdex.com
You disputed the balance of $205.08, as you said you paid a total of $when you canceled the service
Our records show that your account was disconnected on October 2, The balance due for service rendered was $Because your account was canceled prior to the Digital Home Advantage (DHA) promotional fulfillment date, you were billed $and a $return box fee for the return of the equipment, plus taxThe total amount due was $On the date of disconnection two payments totaling $were made, leaving a balance of $
When we spoke today, I advised you that I reversed the balance from your accountAs of November 13, 2015, your DISH Network account is at a zero balanceYou accepted this resolution
We 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 (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
*** ***
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
*** ***
Complaint: ***
I am rejecting this response because: Dish had no right to charge for a FREE promotion I never requested, didn't want, and cancelled 01/and was told it was still free until 02/18/and I would not be charged because I cancelled well before 02/18/I was charged for these channels on my Feb1st billI called and talked to a person named ***I was told to deduct it from my bill and Dish would credit it on my March billDish did not credit me on my March bill; instead they charged me $for the same Premium channels I cancelled 01/04/The Account Specialist named *** I talked to about this fraudulant charges told me Dish assumed I wanted these channels????? They try to keep repeating how they bill a month in advance and do not make mistakes, that this is my faultDish lies to customers, nothing is really free, they do not give you anything in writing until you report them to the Revdex.comThe credits they are giving me is for fraudulant charges charged on my billI would never recommend Dish to anyone and I intend to tell everyone how I was treated by Dish and all the stress
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: as previously stated, the contract was cancelled at the end of June 2015.
Sincerely,
*** ***
December 15,
*** *** ***
** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
8***4***
Dear Ms***:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com
You maintain that you
were not told that the advertisement to record up to six shows included our PrimeTime Anytime option
Your service was activated on December 7, 2015, with a 24-month commitment
The Hopper is a three-tuner HD DVR, which can record up to three channels and/or play them back from any room in the homeHowever, you are only able to access two of the Hopper tuners while the Prime Time Anytime function is enabled, as this function records all four networks (ABC, CBS, Fox, and NBC) in HD (if available) during Prime Time hours
Our records show that you declined our offer to provide a Super *** to include two additional tunersYou also declined a one-time credit of $
When I spoke with you by phone on December 14, 2015, I advised you that I waived your 24-month commitmentYou will not be charged an early termination fee if you choose to disconnect your service
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***