April 6, 2016 Ms*** *** *** ** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On April 5, 2016, we received your complaint, dated April 2, 2016, filed with the Revdex.comYou said that DISH Network advertised that ESPN was included in your package, but you were not receiving it. When we spoke, I explained that you were subscribed to the Smart Pack, which does not include ESPN and we do not advertise that it does. On April 2, 2016, you upgraded your package to the America’s Top 120, which includes ESPN. As the America’s Top package has more channels included, the monthly rate is higher ($64.99), but you are still receiving your new customer promotional credits, thereby reducing the monthly rate to $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
October 25, Dear Ms***: On October 21, 2016, we received your complaint, dated October 18, 2016, filed with the Revdex.com You indicated that you were not informed that there would be a new commitment when you movedYou also
disputed the signature on the DISH’n It Up agreement Our records reveal that this issue was addressed on October 18, 2016, when a customer service agent waived the early termination feeYou confirmed that the issue is resolved 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 ###-###-####
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*** ***
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*** ***
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, 4, 2015/05/22) */
May 8,
Mr*** ***
*** *** Dr
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May 6, 2015, we received your complaint, dated May 5, 2015, filed with the RevDex.com
You maintain that your DISH Network service was bundled with *** without your permissionYou indicated that you were only inquiring about a bundle and you never gave authorization for itYou requested that the balance owed on your DISH Network account be reversed, and a refund for half of the monies paid to DISH Network
Your DISH Network service was initially activated on December 12, 2008, through account number ***
Please be advised that in order for a service to be bundled, the request must be made to the partner (***)They will then make the bundle request to DISH Network and all of our service charges are sent to them for billing purposes
As *** and DISH Network are separate companies, we are unable to access their billing records to verify their chargesAs a result, you will have to contact them directly regarding your billing concerns
A review of your account found that your service was only bundled with *** for the month of November Our records confirm that the service was unbundled on November 23,
Once your DISH Network service was unbundled (November 23, 2009) with ***, a new DISH Network-only account (***) was established and we began to bill you directly for our servicesYour service was disconnected on March 6, 2011, for non-paymentYour account was left with an unpaid balance of $
When I spoke with you by phone on May 7, 2015, I advised you that I reversed the balance, leaving your account at zeroThe zero balance will be updated with the collection agency
We are unable to honor your refund request as the monies that you paid were for services provided
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: *** / Boulder Revdex.com
*** *** St
***, *** ***
*** ***
Initial Business Response /* (1000, 4, 2015/04/23) */
April 21,
Ms*** ***
*** S*** Ave
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 20, 2015, we received your correspondence, dated April 17, 2015, filed
with the Revdex.com
You stated that you have experienced ongoing signal loss with your DISH Network serviceThe technician visits previously provided have not resolved the matterYou would like the problem fixed and you requested credit for the time that you have been without service
When we spoke today, you declined to schedule another technician visitI confirmed that you were provided a $credit on April 16, 2015, for the time that you were without serviceAdditionally, I waived your current contract commitmentI will be happy to schedule a technician visit should you change your mind
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
*** ***
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,
*** ***
Initial Business Response /* (1000, 10, 2015/06/03) */
June 2,
Mr*** ***
*** *** ***
Little Rock, AR XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 1, 2015, we received your complaint, dated May 29, 2015, filed with
the Revdex.com
You disputed the early termination fee applied to your DISH Network accountYou said you were to receive an iPhone but did not and that you experienced issues with your installation
When we spoke, I advised you that DISH Network does not recognize handwritten promotions or amendments to our existing promotionsAdditionally, we have no record of the offers to which you refer, nor do we have any promotions such as you describeEnclosed is a copy of your customer agreement wherein you waived the iPad promotion in lieu of monthly credits
In light of the issues you experienced getting service installed, I made an exception and waived your early termination fee as a courtesyA balance of $remains for service renderedAs I advised you, a new bill will generate on June 19,
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
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
June 13, Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Ms
***: On June 9, 2016, we received your complaint, dated June 8, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 9, and 13, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that a tenant installed a satellite dish on your property and you would like to have it removed First, we need to establish who completed the installationIf we did the installation directly, I can send a technician to your home for $to have the satellite dish removed; however, they would leave the foot plate attached to the roofIf the installation was not completed by DISH Network directly, we ask that you contact the company responsible for the installation If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
Initial Business Response /* (1000, 5, 2015/08/10) */
August 5,
*** *** ** ***
*** *** *** *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 30, 2015, we received your complaint, dated July 29,
2015, filed with the Revdex.com
You indicated that you have not received boxes to return the leased equipment after you made several requests
When I spoke with you by phone on August 4, 2015, I advised you that the leased receivers (models 322) on your account are obsolete; therefore, they do not need to be returnedI apologize that this information was not previously provided
Please be assured that you will not incur any unreturned equipment fees
We strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However the DISH TV response is not accurate.I am pleased that Dish TV has given me a refund for the $fee but it never should have been charged in the first place and was obtained dishonestly.The website www.dishpromotions.com (Sterling Commerce Group) indicated that both the $fee paid to DISH TV and the $fee (paid to Sterling) were being applied because of my alleged deficient credit score. I subsequently checked my credit score which is 728. There was deception on the part of www.dishpromotions.com to obtain both of a fee for themselves and a fee for DISH TV and that these two companies are working 'hand in glove' to obtain extra money.Finally the DISH TV representative has no idea what the agent at dishpromotions told me on the phone These are different companies. However I only came to understand this after I lodged a complaint. On the phone dishpromotions told me that all of the money being charged was going to DISH TV
Sincerely,
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,
*** ***
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
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,
*** ***
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
*** ***
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...September 22, 2016 Dear Mr***: On September 12, 2016, we received your complaint, dated September 10, 2016, filed with the Revdex.com. You requested to have your early termination fee waived because you are moving out of the
countryYou also stated that you were informed you could have a Spanish and English package combined, but subsequently you were told that DISH Network did not offer that. When I spoke with you, I informed you that you could have an English package with a Spanish add-on, but your monthly cost would increase You stated that you will be sending me documents regarding your move to have your account canceled without an early termination feeI advised you that once I receive them, I will contact you for possible resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, *** ***
Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:am - 2:pm MDT###-###-####
April 6, 2016 Ms*** *** *** ** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On April 5, 2016, we received your complaint, dated April 2, 2016, filed with the Revdex.comYou said that DISH Network advertised that ESPN was included in your package, but you were not receiving it. When we spoke, I explained that you were subscribed to the Smart Pack, which does not include ESPN and we do not advertise that it does. On April 2, 2016, you upgraded your package to the America’s Top 120, which includes ESPN. As the America’s Top package has more channels included, the monthly rate is higher ($64.99), but you are still receiving your new customer promotional credits, thereby reducing the monthly rate to $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
October 25, Dear Ms***: On October 21, 2016, we received your complaint, dated October 18, 2016, filed with the Revdex.com You indicated that you were not informed that there would be a new commitment when you movedYou also
disputed the signature on the DISH’n It Up agreement Our records reveal that this issue was addressed on October 18, 2016, when a customer service agent waived the early termination feeYou confirmed that the issue is resolved 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 ###-###-####
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*** ***
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*** ***
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, 4, 2015/05/22) */
May 8,
Mr*** ***
*** *** Dr
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May 6, 2015, we received your complaint, dated May 5, 2015, filed with the RevDex.com
You maintain that your DISH Network service was bundled with *** without your permissionYou indicated that you were only inquiring about a bundle and you never gave authorization for itYou requested that the balance owed on your DISH Network account be reversed, and a refund for half of the monies paid to DISH Network
Your DISH Network service was initially activated on December 12, 2008, through account number ***
Please be advised that in order for a service to be bundled, the request must be made to the partner (***)They will then make the bundle request to DISH Network and all of our service charges are sent to them for billing purposes
As *** and DISH Network are separate companies, we are unable to access their billing records to verify their chargesAs a result, you will have to contact them directly regarding your billing concerns
A review of your account found that your service was only bundled with *** for the month of November Our records confirm that the service was unbundled on November 23,
Once your DISH Network service was unbundled (November 23, 2009) with ***, a new DISH Network-only account (***) was established and we began to bill you directly for our servicesYour service was disconnected on March 6, 2011, for non-paymentYour account was left with an unpaid balance of $
When I spoke with you by phone on May 7, 2015, I advised you that I reversed the balance, leaving your account at zeroThe zero balance will be updated with the collection agency
We are unable to honor your refund request as the monies that you paid were for services provided
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: *** / Boulder Revdex.com
*** *** St
***, *** ***
*** ***
Initial Business Response /* (1000, 4, 2015/04/23) */
April 21,
Ms*** ***
*** S*** Ave
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 20, 2015, we received your correspondence, dated April 17, 2015, filed
with the Revdex.com
You stated that you have experienced ongoing signal loss with your DISH Network serviceThe technician visits previously provided have not resolved the matterYou would like the problem fixed and you requested credit for the time that you have been without service
When we spoke today, you declined to schedule another technician visitI confirmed that you were provided a $credit on April 16, 2015, for the time that you were without serviceAdditionally, I waived your current contract commitmentI will be happy to schedule a technician visit should you change your mind
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
*** ***
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,
*** ***
Initial Business Response /* (1000, 10, 2015/06/03) */
June 2,
Mr*** ***
*** *** ***
Little Rock, AR XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 1, 2015, we received your complaint, dated May 29, 2015, filed with
the Revdex.com
You disputed the early termination fee applied to your DISH Network accountYou said you were to receive an iPhone but did not and that you experienced issues with your installation
When we spoke, I advised you that DISH Network does not recognize handwritten promotions or amendments to our existing promotionsAdditionally, we have no record of the offers to which you refer, nor do we have any promotions such as you describeEnclosed is a copy of your customer agreement wherein you waived the iPad promotion in lieu of monthly credits
In light of the issues you experienced getting service installed, I made an exception and waived your early termination fee as a courtesyA balance of $remains for service renderedAs I advised you, a new bill will generate on June 19,
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
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
June 13, Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Ms
***: On June 9, 2016, we received your complaint, dated June 8, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 9, and 13, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that a tenant installed a satellite dish on your property and you would like to have it removed First, we need to establish who completed the installationIf we did the installation directly, I can send a technician to your home for $to have the satellite dish removed; however, they would leave the foot plate attached to the roofIf the installation was not completed by DISH Network directly, we ask that you contact the company responsible for the installation If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
Initial Business Response /* (1000, 5, 2015/08/10) */
August 5,
*** *** ** ***
*** *** *** *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 30, 2015, we received your complaint, dated July 29,
2015, filed with the Revdex.com
You indicated that you have not received boxes to return the leased equipment after you made several requests
When I spoke with you by phone on August 4, 2015, I advised you that the leased receivers (models 322) on your account are obsolete; therefore, they do not need to be returnedI apologize that this information was not previously provided
Please be assured that you will not incur any unreturned equipment fees
We strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However the DISH TV response is not accurate.I am pleased that Dish TV has given me a refund for the $fee but it never should have been charged in the first place and was obtained dishonestly.The website www.dishpromotions.com (Sterling Commerce Group) indicated that both the $fee paid to DISH TV and the $fee (paid to Sterling) were being applied because of my alleged deficient credit score. I subsequently checked my credit score which is 728. There was deception on the part of www.dishpromotions.com to obtain both of a fee for themselves and a fee for DISH TV and that these two companies are working 'hand in glove' to obtain extra money.Finally the DISH TV representative has no idea what the agent at dishpromotions told me on the phone These are different companies. However I only came to understand this after I lodged a complaint. On the phone dishpromotions told me that all of the money being charged was going to DISH TV
Sincerely,
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,
*** ***
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
Complaint: ***
I am rejecting this response because: as previously stated, the contract was cancelled at the end of June 2015.
Sincerely,
*** ***
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,
*** ***
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
*** ***
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...September 22, 2016 Dear Mr***: On September 12, 2016, we received your complaint, dated September 10, 2016, filed with the Revdex.com. You requested to have your early termination fee waived because you are moving out of the
countryYou also stated that you were informed you could have a Spanish and English package combined, but subsequently you were told that DISH Network did not offer that. When I spoke with you, I informed you that you could have an English package with a Spanish add-on, but your monthly cost would increase You stated that you will be sending me documents regarding your move to have your account canceled without an early termination feeI advised you that once I receive them, I will contact you for possible resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, *** ***
Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:am - 2:pm MDT###-###-####