Initial Business Response /* (1000, 10, 2015/06/25) */
June 24,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the
Revdex.com
You expressed concern with the debit of $that was applied to your credit card accountYou maintain you were told that you would not be charged until the service was activated (on June 22, 2015)You also said that the debit caused you to incur overdraft fees totaling $You requested reimbursement of the overdraft fees and account credits for the misinformation provided
DISH Network requires an upfront payment for the first month of service when an account is being establishedA review of the June 17, 2015, sales call found that when the sales agent provided the disclosures, he stated "you authorize DISH Network to charge your credit card account $today"You agreed with all disclosures provided
Our records reveal that a credit of $was applied to your account on June 21, 2015, for the overdraft feesThis amount was refunded to your credit card account on June 23,
When I spoke with you by phone today, you indicated that your concerns were resolved
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
March 19, Ms*** ***-*** *** *** *** ** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***-***: On March 6, 2018, we received your complaint, dated March 5, 2018, filed with the Revdex.com You indicated that you have not had service since Hurricane Maria, and that a technician visit on December 16, 2017, did not correct the issueAs a result, you disputed the balance on your account Our records reveal that this issue was addressed on March 6, You spoke with MrRyan V*** from our Corporate Escalations Department and he advised you that there was no balance on the account, and that your service has been disconnected When I spoke with Mr*** *** *** by telephone today, I advised him to return the equipment in the boxes that will be shipped to himHe said to have the boxes shipped to the billing address listed abovePlease keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite 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
Sincerely,
*** ***
September 19, Dear Mr***: On September 7, 2016, we received your complaint, dated September 5, 2016, filed with the Revdex.com You indicated that your rate is higher than what was advertised in the flyers you receivedYou want the
two-year price of $that includes locals, DVR and News Pack When I spoke with you, I advised you that the price and promotion you referenced were not available on our websiteHowever, I requested that you send me a copy of the flyers to review I will contact you once I receive the flyers If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-#### *** ***
February 28, Mr*** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com You said you disconnected your account because the picture quality was poorYou disputed the early termination fee, and you were told it can be debited from the qualifying credit card accountIn addition, you indicated that your signature was copy and pasted on your contract When I spoke with you on February 22, 2018, I informed you that the technicians who checked your equipment confirmed that it is not causing the poor picture qualityNevertheless, I offered to reduce the early termination fee from $to $as an exceptionYou seemed displeased and you terminated the callI will honor this offer for the next daysPlease contact me directly by phone to accept this offer I enclosed a copy of your signed contract wherein it states that DISH Network has the authorization to collect the early termination fee from the credit card account used to qualify for service When the agreement is presented to be signed, the tablet allows the customer the option to scroll up or down to view the full documentOnce it is signed, a box appears asking the signee for authorization to use the signature in all necessary places in the agreement or to negate this message and sign it againYou opted to have the signature copied and pasted into all pertinent areas on the document If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Jessica V*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 8:am - 4:pm MST (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
February 23, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com You stated that you received collection calls regarding an outstanding $balance from the early termination fee on your dishNET wireline accountThis account was disconnected in You were assured several times that this fee would be waivedYou requested that this balance be resolved as promised and removed from collections When we spoke on February 19, I agreed to waive the fee as a courtesyAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
Initial Business Response /* (1000, 4, 2015/05/15) */
May 13,
Mr*** ***
***
Las Vegas, NV
Re: Revdex.com Complaint #
8255909291250857-
Dear Mr***:
On May 12, 2015, we received your complaint, dated May 11, 2015, filed with the
Revdex.com
You said that you requested a ViP receiver but received a insteadYou requested either a Hopper or ViP or to be let out of your 24-month commitment
When we spoke, I advised you that I requested to have a ViP shipped to you if one is availableIf one is not, I will contact you so we may work out another resolution
We sincerely regret any confusion this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
Dave Simons
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
David Laslo
Initial Consumer Rebuttal /* (3000, 6, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted regarding my dish receiver on one occasion by telephone, and was told someone would get back to meIt has been exactly one week now and nobody from Dish Network has called me back nor have they resolved my issue / complaintPlease inform Dish network that I have been forgotten about again
Final Consumer Response /* (4200, 10, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did finally receive a ViPreceiver and was not able to connect it to both TelevisionsI called technical support and they could not figure out why it wont work for two TV'sSo in addition to the receiver, I would like my Old receiver (receiver or comparable unit if the is discontinued) for the second TV, like outlined in the original DISH contract that I signedI essentially only have one working TV and I am paying for Two TV'sPlease let me know if this is agreeable
Final Business Response /* (4000, 12, 2015/06/03) */
May 29,
Mr*** ***
***
Las Vegas, NV
Re: Revdex.com Complaint #
8255909291250857-
Dear Mr***:
On May 29, 2015, we received your rebuttal, dated May 28, 2015, filed with the Revdex.com
You said that your second TV would not connect to the ViP receiver and you requested a model receiver
When we spoke, you advised me that the ViP was not hooked up to your second TV and you were unsure how to set it upI offered to schedule a technician to hook up your second TV and you accepted my offer
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
Dave Simons
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
David Laslo
December 30, Ms*** *** *** ** *** *** *** *** ***, CO *** Re: Revdex.com Complaint # *** *** Dear
Ms***: On December 24, 2015, we received your correspondence, dated December 23, 2015, filed with the Revdex.comYou stated that you recently moved to a new residence and you were unable to retain your DISH Network serviceThis led you to disconnect your account prior to completing the 24-month contractual commitmentYou have been charged a $early termination feeYou requested that this be waived and removed from collectionsIn our December 29, 2015, email correspondence, I agreed to waive your early termination fee as a courtesyOnce the leased equipment is returned, the $collection balance will be resolved. I will request that the charge be removed from the collections process and that the debt be deleted from the credit bureaus at that timeYou accepted this resolutionIf 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 *** *** cc: Denver / Boulder Revdex.com Cherokee St Denver, CO *** *** Tell us why here
Initial Business Response /* (1000, 5, 2015/10/19) */
October 9,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 7, 2015, we received your complaint, dated October 5, 2015, filed
with the Revdex.com
You maintain that when you purchased your DISH Network service, you were told that the Sprout channel was includedHowever, after the service was installed, you discovered that it was notYou disconnected your account and you were charged a $early termination fee
This account was established through JL Yost Experience DBA Rush Electronics, an independent retailerSince we are unable to verify the information that was provided to you, I reversed the early termination fee
When I spoke with you by telephone today, you mentioned that the retailer has not retrieved the equipmentI requested that boxes ship to you for the return of the Hopper and Joey receiversPlease keep the return tracking numbers for your records
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you to the Revdex.com and to MsSantisteven at Dish TVI understand my fees are entirely revoked and that,having now shipped their equipment back in the prepaid boxes provided, I no longer have any obligations to them, or them to meIt is unfortunate that resolution required this complaint to Revdex.com, but I am grateful that Revdex.com was there for me
Tell us why here...March 16, 2016Ms*** *** *** *** *** *** *** ** ***Re: Revdex.com Complaint # *** ***-***Dear Ms*** :On March 15, 2016, we received your rebuttal, dated March 14, 2016, filed with the Revdex.com.You maintain you were advised that your DISH Network account was transferred to your sister-in-law, Ms*** ***.I have reviewed all the calls on record for your account and could not find any instance where Ms*** was advised that the account could be, or was, transferred to her name. It was explained to her that the account is linked to your Social Security Number and, as such, cannot be transferred. In the interest of coming to a resolution, I will request that this item be removed from your credit file once it is paid in full.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*** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
September 9, Dear Ms***: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com You said that you agreed to TV and internet service with Frontier for $a month; however, you are not
receiving bundle billing and the rate is not what you were quotedYou asked that we honor the rate you were quoted When I spoke with Mr***, he said that your bill is $a month for internet, and $for TVI agreed to provide you with a $monthly credit until your contract expiresI also put in a request to bundle your account with Frontier Mr*** agreed to my resolution If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely,
Initial Business Response /* (1000, 9, 2015/10/23) */
October 14,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 14, 2015, we received your complaint, dated October 13, 2015, filed with
the Revdex.com
You said that you were told our technology was just as good or better then DIRECTVHowever, you didn't agree with what you were told after having the serviceYou closed your account and asked that the early termination fee be waived
When we spoke, I explained that we don't offer a grace period in which a customer can cancel because they are not satisfiedHowever, I advised you that although we consider the $to be accurate, I will reduce the account balance to $as a settlement offerYou agreed to my resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 11, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I, VERY reluctantly, accepted DISH's offerI'm still of the opinion that the sales reps used by DISH were deceptive in their representation of DISH's capabilities and technologies when compared to DirecTV (I was a DirecTV customer and the rep convinced me to switch with claims I believe to be not altogether true)I accepted the settlement because I, and my family, simplay wanted to be free of DISH as fast as possible, even though I really felt I shouldn't have to pay any fees for their under-performing service
Revdex.com:I wish all the best to dish I had phone calls From him and I left him a messagepeople workDont lie you did not answer the phone at all when I tried times to call you back and its called mail takes to day to receive a letter
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/09/03) */
August 27,
Ms*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 21, 2015, we received your complaint, dated August 20,
2015, filed with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on August 21, and 26, 2015, were unsuccessful; however, I left three messages
You expressed concern with the balance that was referred to collections for DISH Network serviceYou maintain that you had two previous accounts and when you attempted to transfer one to your residence, you were told those accounts had to be closed and a new one establishedYou also said that your service was canceled because you owed $on a previous account
Your previous account (XXXXXXXXXXXXXXXX) was established with TV and internet services on February 9, 2013, with a 24-month commitment for each serviceThe term commitments were fulfilled on February 8, We show that this account was established at a different address and moved to the address listed above on November 15, This account was disconnected on April 8, 2015, and was left with an unpaid service balance of $78.57, which was paid on June 17,
A second account (XXXXXXXXXXXXXXXX) was activated on January 24, This account included internet and TV services with a 24-month commitment for each serviceThis account was disconnected for non-payment on June 19, 2015, and had an unpaid service balance of $Since you did not fulfill your term commitment, early termination fees of $and $were applied for the internet and TV services, respectivelyYou were also charged two $box return fees
On June 24, 2015, you were charged a total of $for unreturned equipmentCredits totaling $were applied to your account on July 16, 2015, when the TV equipment was returnedA credit of $was applied on July 27, 2015, when the internet modem was received; however, we do not show that the TRIA (the eyepiece on the internet satellite dish) was returned; therefore, a $unreturned equipment fee remained on your account, leaving a total balance of $1,
I made an exception and removed the charges from your account, leaving a zero balanceI also requested that any negative information reported to the credit bureaus be removedPlease allow six to eight weeks for processing
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
*** ***
Initial Consumer Rebuttal /* (2000, 8, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as there are no more billing requests turning up here after this case has been closedI did call last Friday then left a message responseI did not see a request for that piece on the list of items to be returnedIf needed it can be found and/or returned to youThank you very much for settling this matter for me
Sincerely,
*** ***
October 3, *** *** ***
*** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On September 28, 2017, we received your complaint, dated September 27, 2017, filed with the Revdex.com You disputed the early termination fee for the DISH’n It Up (DIU) equipment upgrade promotionYou also expressed dissatisfaction with your experience I attempted to reach you at *** *** *** *** *** on September 29, 2017, and October 2, and 3, 2017. I left three voice messagesI also sent an email to ***Although you returned my call and responded to my email, we were unable to speak directly. I regret that the service was not to your satisfaction I reviewed your call from September 15, I found that Mrs*** requested an equipment upgradeDuring the call, our agent provided her with full disclosure for the DIU promotion, which she agreed toNevertheless, I made an exception and waived the early termination feeYou may cancel your service at any time without penalty To avoid unreturned equipment fees, please return the leased equipment to DISH Network. Return boxes and labels will be delivered to your address by UPS after your service is disconnected. We appreciate your feedback and regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Dear Ms***: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.comYou disputed the early termination fee applied to your DISH Network account. You said that software was installed on your computer without your authorization,
that you did not order the four surge protectors installed in your home, that you experienced technical issues, and that our remote was too complicated. You also expressed concern about the level of customer service that you receivedWhen we spoke, I advised you that DISH Network does not install software on your computer during technician visits, nor would a technician have any software to upload. As you declined to provide any further details on this issue, I am unable to address it furtherOur records indicate that the four $charges for the surge protectors were reversed on January 7, 2016. Please note that no charges for $were applied to your account, nor do we have any services or products that cost that amountAs I advised you, the issue that you experienced can be resolved through simple over-the-phone troubleshooting, as there may have been a remote address issue. Our agent offered to replace your remotes with a less complicated one but you declined and disconnected your accountAs DISH Network was not provided any opportunity to resolve any of your issues, we are unable to waive your $balanceWe appreciate your feedback concerning your experience; it will be used to improve our agents’ interactions with our customersIf 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 ###-###-####
November 14, Dear Mr***: On November 9, 2016, we received your complaint, dated November 6, 2016, filed with the Revdex.com You maintain that you were supposed to receive gigs of internet data and that you were never told it was
daytime and off-peak hours of usageYou requested a monthly $credit A review of the calls from October 27, 2016, revealed that two different representatives told you that the plan is 15/gigabyte for $per monthThis means that you have gigabytes of anytime all day allowances and an additional off-peak allowance of gigabytes to equal a total of gigabytesIt was also disclosed that streaming uses at least three gigabytes for a two-hour movie When I spoke with you by telephone today, I agreed to provide you with a monthly $credit for months, as an exceptionYou accepted this offer If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/07/27) */
July 24,
Mr*** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 22, 2015, we received your complaint, dated July 21, 2015, filed with the
Revdex.com
You expressed the following concerns:
Credit Card AutoPay (CCA)
Disconnection of service
Early termination fee
Customer service
When we spoke today, I explained that on June 18, 2015, your CCA information was updated through your online account and two payment of $were collected by the systemWhen a change is made, the system requires that a payment be collected with the new credit card account to ensure the CCA will process the following month
Our records indicate that on July 1, 2015, we received two credit card disputes from your financial institution for the two $paymentsAs a result, your service was disconnected due to nonpayment and an early termination fee of $was applied
Please note that DISH Network requires that the past-due amount and one-month in advance be paid when an account is restoredOn July 2, 2015, you paid $and the service was restored and the early termination fee was reversed
I informed you that I reapplied the $monthly credits for seven months to fulfill your first-year pricingYou subscribe to the America's Top package with the Protection Plan at $per month before tax and creditsI also applied a credit of $to your current bill making the balance due $You accepted this resolution
As a courtesy, I applied an $monthly credit to your account for months for the Protection PlanI also sent four free Pay-Per-View coupons to you at ***@comcast.netThe coupons expire on October 22,
We apologize for any inconvenience you may have experiencedYour feedback 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
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
From what I understood on the phone, my bill will be lowered back to $44.58/month for the duration of my months left with DishIf this is indeed the resolution then I am satisfiedIf it goes back up for no reason, however, I will have to reopen this caseThanks Revdex.com for helping me resolve this issue
June 27, Mr*** *** *** ** *** *** *** ** ***
Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com You expressed concern about the takedown of the NFL Network and NFL RedZone We certainly understand your frustration at not having the NFL channel and NFL RedZone, and we are working to restore them. DISH Network strives to keep our everyday prices as low as possibleIn order to do so, we must resist pressure from channel owners when they make unreasonable demands as other providers do. We encourage you to visit AmericanTelevisionAlliance.org and tell Congress to revisit outdated laws that allow channel owners like Tribune to use blackouts to extract excessive rate hikesIf there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
Initial Business Response /* (1000, 10, 2015/06/25) */
June 24,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the
Revdex.com
You expressed concern with the debit of $that was applied to your credit card accountYou maintain you were told that you would not be charged until the service was activated (on June 22, 2015)You also said that the debit caused you to incur overdraft fees totaling $You requested reimbursement of the overdraft fees and account credits for the misinformation provided
DISH Network requires an upfront payment for the first month of service when an account is being establishedA review of the June 17, 2015, sales call found that when the sales agent provided the disclosures, he stated "you authorize DISH Network to charge your credit card account $today"You agreed with all disclosures provided
Our records reveal that a credit of $was applied to your account on June 21, 2015, for the overdraft feesThis amount was refunded to your credit card account on June 23,
When I spoke with you by phone today, you indicated that your concerns were resolved
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
March 19, Ms*** ***-*** *** *** *** ** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***-***: On March 6, 2018, we received your complaint, dated March 5, 2018, filed with the Revdex.com You indicated that you have not had service since Hurricane Maria, and that a technician visit on December 16, 2017, did not correct the issueAs a result, you disputed the balance on your account Our records reveal that this issue was addressed on March 6, You spoke with MrRyan V*** from our Corporate Escalations Department and he advised you that there was no balance on the account, and that your service has been disconnected When I spoke with Mr*** *** *** by telephone today, I advised him to return the equipment in the boxes that will be shipped to himHe said to have the boxes shipped to the billing address listed abovePlease keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite 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
Sincerely,
*** ***
September 19, Dear Mr***: On September 7, 2016, we received your complaint, dated September 5, 2016, filed with the Revdex.com You indicated that your rate is higher than what was advertised in the flyers you receivedYou want the
two-year price of $that includes locals, DVR and News Pack When I spoke with you, I advised you that the price and promotion you referenced were not available on our websiteHowever, I requested that you send me a copy of the flyers to review I will contact you once I receive the flyers If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-#### *** ***
February 28, Mr*** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com You said you disconnected your account because the picture quality was poorYou disputed the early termination fee, and you were told it can be debited from the qualifying credit card accountIn addition, you indicated that your signature was copy and pasted on your contract When I spoke with you on February 22, 2018, I informed you that the technicians who checked your equipment confirmed that it is not causing the poor picture qualityNevertheless, I offered to reduce the early termination fee from $to $as an exceptionYou seemed displeased and you terminated the callI will honor this offer for the next daysPlease contact me directly by phone to accept this offer I enclosed a copy of your signed contract wherein it states that DISH Network has the authorization to collect the early termination fee from the credit card account used to qualify for service When the agreement is presented to be signed, the tablet allows the customer the option to scroll up or down to view the full documentOnce it is signed, a box appears asking the signee for authorization to use the signature in all necessary places in the agreement or to negate this message and sign it againYou opted to have the signature copied and pasted into all pertinent areas on the document If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Jessica V*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 8:am - 4:pm MST (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
February 23, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com You stated that you received collection calls regarding an outstanding $balance from the early termination fee on your dishNET wireline accountThis account was disconnected in You were assured several times that this fee would be waivedYou requested that this balance be resolved as promised and removed from collections When we spoke on February 19, I agreed to waive the fee as a courtesyAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
Initial Business Response /* (1000, 4, 2015/05/15) */
May 13,
Mr*** ***
***
Las Vegas, NV
Re: Revdex.com Complaint #
8255909291250857-
Dear Mr***:
On May 12, 2015, we received your complaint, dated May 11, 2015, filed with the
Revdex.com
You said that you requested a ViP receiver but received a insteadYou requested either a Hopper or ViP or to be let out of your 24-month commitment
When we spoke, I advised you that I requested to have a ViP shipped to you if one is availableIf one is not, I will contact you so we may work out another resolution
We sincerely regret any confusion this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
Dave Simons
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
David Laslo
Initial Consumer Rebuttal /* (3000, 6, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted regarding my dish receiver on one occasion by telephone, and was told someone would get back to meIt has been exactly one week now and nobody from Dish Network has called me back nor have they resolved my issue / complaintPlease inform Dish network that I have been forgotten about again
Final Consumer Response /* (4200, 10, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did finally receive a ViPreceiver and was not able to connect it to both TelevisionsI called technical support and they could not figure out why it wont work for two TV'sSo in addition to the receiver, I would like my Old receiver (receiver or comparable unit if the is discontinued) for the second TV, like outlined in the original DISH contract that I signedI essentially only have one working TV and I am paying for Two TV'sPlease let me know if this is agreeable
Final Business Response /* (4000, 12, 2015/06/03) */
May 29,
Mr*** ***
***
Las Vegas, NV
Re: Revdex.com Complaint #
8255909291250857-
Dear Mr***:
On May 29, 2015, we received your rebuttal, dated May 28, 2015, filed with the Revdex.com
You said that your second TV would not connect to the ViP receiver and you requested a model receiver
When we spoke, you advised me that the ViP was not hooked up to your second TV and you were unsure how to set it upI offered to schedule a technician to hook up your second TV and you accepted my offer
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
Dave Simons
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
David Laslo
December 30, Ms*** *** *** ** *** *** *** *** ***, CO *** Re: Revdex.com Complaint # *** *** Dear
Ms***: On December 24, 2015, we received your correspondence, dated December 23, 2015, filed with the Revdex.comYou stated that you recently moved to a new residence and you were unable to retain your DISH Network serviceThis led you to disconnect your account prior to completing the 24-month contractual commitmentYou have been charged a $early termination feeYou requested that this be waived and removed from collectionsIn our December 29, 2015, email correspondence, I agreed to waive your early termination fee as a courtesyOnce the leased equipment is returned, the $collection balance will be resolved. I will request that the charge be removed from the collections process and that the debt be deleted from the credit bureaus at that timeYou accepted this resolutionIf 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 *** *** cc: Denver / Boulder Revdex.com Cherokee St Denver, CO *** *** Tell us why here
Initial Business Response /* (1000, 5, 2015/10/19) */
October 9,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 7, 2015, we received your complaint, dated October 5, 2015, filed
with the Revdex.com
You maintain that when you purchased your DISH Network service, you were told that the Sprout channel was includedHowever, after the service was installed, you discovered that it was notYou disconnected your account and you were charged a $early termination fee
This account was established through JL Yost Experience DBA Rush Electronics, an independent retailerSince we are unable to verify the information that was provided to you, I reversed the early termination fee
When I spoke with you by telephone today, you mentioned that the retailer has not retrieved the equipmentI requested that boxes ship to you for the return of the Hopper and Joey receiversPlease keep the return tracking numbers for your records
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you to the Revdex.com and to MsSantisteven at Dish TVI understand my fees are entirely revoked and that,having now shipped their equipment back in the prepaid boxes provided, I no longer have any obligations to them, or them to meIt is unfortunate that resolution required this complaint to Revdex.com, but I am grateful that Revdex.com was there for me
Tell us why here...March 16, 2016Ms*** *** *** *** *** *** *** ** ***Re: Revdex.com Complaint # *** ***-***Dear Ms*** :On March 15, 2016, we received your rebuttal, dated March 14, 2016, filed with the Revdex.com.You maintain you were advised that your DISH Network account was transferred to your sister-in-law, Ms*** ***.I have reviewed all the calls on record for your account and could not find any instance where Ms*** was advised that the account could be, or was, transferred to her name. It was explained to her that the account is linked to your Social Security Number and, as such, cannot be transferred. In the interest of coming to a resolution, I will request that this item be removed from your credit file once it is paid in full.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*** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
September 9, Dear Ms***: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com You said that you agreed to TV and internet service with Frontier for $a month; however, you are not
receiving bundle billing and the rate is not what you were quotedYou asked that we honor the rate you were quoted When I spoke with Mr***, he said that your bill is $a month for internet, and $for TVI agreed to provide you with a $monthly credit until your contract expiresI also put in a request to bundle your account with Frontier Mr*** agreed to my resolution If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely,
Initial Business Response /* (1000, 9, 2015/10/23) */
October 14,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 14, 2015, we received your complaint, dated October 13, 2015, filed with
the Revdex.com
You said that you were told our technology was just as good or better then DIRECTVHowever, you didn't agree with what you were told after having the serviceYou closed your account and asked that the early termination fee be waived
When we spoke, I explained that we don't offer a grace period in which a customer can cancel because they are not satisfiedHowever, I advised you that although we consider the $to be accurate, I will reduce the account balance to $as a settlement offerYou agreed to my resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 11, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I, VERY reluctantly, accepted DISH's offerI'm still of the opinion that the sales reps used by DISH were deceptive in their representation of DISH's capabilities and technologies when compared to DirecTV (I was a DirecTV customer and the rep convinced me to switch with claims I believe to be not altogether true)I accepted the settlement because I, and my family, simplay wanted to be free of DISH as fast as possible, even though I really felt I shouldn't have to pay any fees for their under-performing service
Revdex.com:I wish all the best to dish I had phone calls From him and I left him a messagepeople workDont lie you did not answer the phone at all when I tried times to call you back and its called mail takes to day to receive a letter
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/09/03) */
August 27,
Ms*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 21, 2015, we received your complaint, dated August 20,
2015, filed with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on August 21, and 26, 2015, were unsuccessful; however, I left three messages
You expressed concern with the balance that was referred to collections for DISH Network serviceYou maintain that you had two previous accounts and when you attempted to transfer one to your residence, you were told those accounts had to be closed and a new one establishedYou also said that your service was canceled because you owed $on a previous account
Your previous account (XXXXXXXXXXXXXXXX) was established with TV and internet services on February 9, 2013, with a 24-month commitment for each serviceThe term commitments were fulfilled on February 8, We show that this account was established at a different address and moved to the address listed above on November 15, This account was disconnected on April 8, 2015, and was left with an unpaid service balance of $78.57, which was paid on June 17,
A second account (XXXXXXXXXXXXXXXX) was activated on January 24, This account included internet and TV services with a 24-month commitment for each serviceThis account was disconnected for non-payment on June 19, 2015, and had an unpaid service balance of $Since you did not fulfill your term commitment, early termination fees of $and $were applied for the internet and TV services, respectivelyYou were also charged two $box return fees
On June 24, 2015, you were charged a total of $for unreturned equipmentCredits totaling $were applied to your account on July 16, 2015, when the TV equipment was returnedA credit of $was applied on July 27, 2015, when the internet modem was received; however, we do not show that the TRIA (the eyepiece on the internet satellite dish) was returned; therefore, a $unreturned equipment fee remained on your account, leaving a total balance of $1,
I made an exception and removed the charges from your account, leaving a zero balanceI also requested that any negative information reported to the credit bureaus be removedPlease allow six to eight weeks for processing
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
*** ***
Initial Consumer Rebuttal /* (2000, 8, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as there are no more billing requests turning up here after this case has been closedI did call last Friday then left a message responseI did not see a request for that piece on the list of items to be returnedIf needed it can be found and/or returned to youThank you very much for settling this matter for me
Sincerely,
*** ***
October 3, *** *** ***
*** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On September 28, 2017, we received your complaint, dated September 27, 2017, filed with the Revdex.com You disputed the early termination fee for the DISH’n It Up (DIU) equipment upgrade promotionYou also expressed dissatisfaction with your experience I attempted to reach you at *** *** *** *** *** on September 29, 2017, and October 2, and 3, 2017. I left three voice messagesI also sent an email to ***Although you returned my call and responded to my email, we were unable to speak directly. I regret that the service was not to your satisfaction I reviewed your call from September 15, I found that Mrs*** requested an equipment upgradeDuring the call, our agent provided her with full disclosure for the DIU promotion, which she agreed toNevertheless, I made an exception and waived the early termination feeYou may cancel your service at any time without penalty To avoid unreturned equipment fees, please return the leased equipment to DISH Network. Return boxes and labels will be delivered to your address by UPS after your service is disconnected. We appreciate your feedback and regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Dear Ms***: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.comYou disputed the early termination fee applied to your DISH Network account. You said that software was installed on your computer without your authorization,
that you did not order the four surge protectors installed in your home, that you experienced technical issues, and that our remote was too complicated. You also expressed concern about the level of customer service that you receivedWhen we spoke, I advised you that DISH Network does not install software on your computer during technician visits, nor would a technician have any software to upload. As you declined to provide any further details on this issue, I am unable to address it furtherOur records indicate that the four $charges for the surge protectors were reversed on January 7, 2016. Please note that no charges for $were applied to your account, nor do we have any services or products that cost that amountAs I advised you, the issue that you experienced can be resolved through simple over-the-phone troubleshooting, as there may have been a remote address issue. Our agent offered to replace your remotes with a less complicated one but you declined and disconnected your accountAs DISH Network was not provided any opportunity to resolve any of your issues, we are unable to waive your $balanceWe appreciate your feedback concerning your experience; it will be used to improve our agents’ interactions with our customersIf 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 ###-###-####
November 14, Dear Mr***: On November 9, 2016, we received your complaint, dated November 6, 2016, filed with the Revdex.com You maintain that you were supposed to receive gigs of internet data and that you were never told it was
daytime and off-peak hours of usageYou requested a monthly $credit A review of the calls from October 27, 2016, revealed that two different representatives told you that the plan is 15/gigabyte for $per monthThis means that you have gigabytes of anytime all day allowances and an additional off-peak allowance of gigabytes to equal a total of gigabytesIt was also disclosed that streaming uses at least three gigabytes for a two-hour movie When I spoke with you by telephone today, I agreed to provide you with a monthly $credit for months, as an exceptionYou accepted this offer If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/07/27) */
July 24,
Mr*** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 22, 2015, we received your complaint, dated July 21, 2015, filed with the
Revdex.com
You expressed the following concerns:
Credit Card AutoPay (CCA)
Disconnection of service
Early termination fee
Customer service
When we spoke today, I explained that on June 18, 2015, your CCA information was updated through your online account and two payment of $were collected by the systemWhen a change is made, the system requires that a payment be collected with the new credit card account to ensure the CCA will process the following month
Our records indicate that on July 1, 2015, we received two credit card disputes from your financial institution for the two $paymentsAs a result, your service was disconnected due to nonpayment and an early termination fee of $was applied
Please note that DISH Network requires that the past-due amount and one-month in advance be paid when an account is restoredOn July 2, 2015, you paid $and the service was restored and the early termination fee was reversed
I informed you that I reapplied the $monthly credits for seven months to fulfill your first-year pricingYou subscribe to the America's Top package with the Protection Plan at $per month before tax and creditsI also applied a credit of $to your current bill making the balance due $You accepted this resolution
As a courtesy, I applied an $monthly credit to your account for months for the Protection PlanI also sent four free Pay-Per-View coupons to you at ***@comcast.netThe coupons expire on October 22,
We apologize for any inconvenience you may have experiencedYour feedback 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
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
From what I understood on the phone, my bill will be lowered back to $44.58/month for the duration of my months left with DishIf this is indeed the resolution then I am satisfiedIf it goes back up for no reason, however, I will have to reopen this caseThanks Revdex.com for helping me resolve this issue
June 27, Mr*** *** *** ** *** *** *** ** ***
Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com You expressed concern about the takedown of the NFL Network and NFL RedZone We certainly understand your frustration at not having the NFL channel and NFL RedZone, and we are working to restore them. DISH Network strives to keep our everyday prices as low as possibleIn order to do so, we must resist pressure from channel owners when they make unreasonable demands as other providers do. We encourage you to visit AmericanTelevisionAlliance.org and tell Congress to revisit outdated laws that allow channel owners like Tribune to use blackouts to extract excessive rate hikesIf 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