Initial Business Response /* (1000, 5, 2015/08/31) */
August 28,
Ms*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 28, 2015, we received your correspondence, dated August
27, 2015, filed with the Revdex.com
You said you were told by the salesperson that the satellite internet is high speedYou expressed dissatisfaction with the internet service and disputed the early termination fee
Our records reveal that you initiated your service through Go Dish Com LTD, an independent companyYour concerns regarding the sale of the service will be reported to the appropriate personnel for internal review
We regret that the internet service was not to your satisfaction
Please note that all DISH Network advertisements disclose that restrictions apply for the internet serviceYou may view the Fair Access Policy online at www.dish.com, which details the internet limitation and restrictions
When I spoke with you today, I advised you that I made an exception and reversed the early termination feeYou accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/08/07) */
August 3,
Ms*** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 29, 2015, we received your complaint, dated July 28, 2015, filed
with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on July 29, and 31, 2015, were unsuccessful; however, I left three messages
You expressed concern with the early termination fee to disconnect your serviceYou indicated that you are not receiving the price promised for DISH Network TV service or Comcast internet and phone servicesYou requested a refund and that your service be disconnected without penalty
Your service was activated on July 13, 2015, with a 24-month commitment through Dish One Satellite LLCDISH Network does not offer bundled service with Comcast and we are unaware of their service pricing
The monthly rate for your TV service is $plus taxThis includes a $promotional discount for the first months of serviceYour initial billing statement of $included the purchase of Bluetooth headphones for $plus tax
I made an exception and waived the 24-month commitment on your accountYou may disconnect your service at any time without penaltyOnce the service is disconnected, we can determine if a refund if due
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
*** *** ***
*** CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
August 14,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***
On August 14, 2015, we received your correspondence, dated August 13,
2015, filed with the Revdex.com
You expressed concern with the sale of your service and the monthly programming price
A review of your account shows that you established it under the Digital Home Advantage promotion with a 24-month commitment on August 5, Because you agreed to the term commitment, we provided a monthly discount of $for twelve months, and the HBO, Cinemax, Showtime and DISH Movie Pack free for three monthsWhen the credits end, the regular price is appliedOn the date of sale, a sales confirmation email was sent to you at ***@yahoo.com, detailing the terms of the DHA promotion and billing
You subscribed to the America's Top package at $per month before tax and discountsThe $credit makes the package $before tax for months
Please note that your bill was created on the 8th of the month, making your bill due date on the 28th of the monthOur records reveal that the due date was changed to the 23rd of the month per your previous requestI regret any confusion
On August 11, 2015, you spoke with Mr*** *** a DISH Network Dispute Resolution SpecialistMr*** waived your early termination fee and scheduled the disconnection of service for August 15, He also agreed to remove the balance for programming and the return shipping fees
We ask that the leased equipment be returned to DISH NetworkA return box with label will be delivered to your address by UPS
We appreciate your feedback and your concerns will be addressed internally with the appropriate personnelWe regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
wish DISH ALL THE BEST!!!
October 21, Dear Mr***: On October 13, 2016, we received your complaint, dated October 11, 2016, filed with the Revdex.com You disputed the early termination fee associated with your internet service. You said that you
experienced technical issues and poor customer service When we spoke, I advised you that because one agent erroneously advised you that your early termination fee was waived, I made an exception and reversed the fee We appreciate your feedback concerning your experience, and it will be used to improve our agents’ interactions with our customers If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
August 9, Dear Mr***: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 5, and 9, 2016, have been unsuccessful; however, I left a voice message
on each attempt You expressed concern that you were asked for your date of birth, Social Security Number and credit card information in order to receive a rate quoteYou feel that we should be able to give you a quote without your personal informationYou requested an apology or a gift card In order to give a potential customer a quote for our service, we do need to credit-qualify themThis requires that a customer provide their date of birth and Social Security Number for a credit checkA credit card needs to be validated if a customer wants to proceed under a commitment, or if they are trying to obtain leased equipment Our records don’t reflect that you contacted our sales departmentYou may have spoken with a retailer or a third partyI would like to address your concerns with the company you contactedPlease provide me with the phone number that you called to initiate your service so that I can further investigate this issue If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response /* (1000, 4, 2015/05/08) */
May 6,
Ms*** ***
*** W*** Ave., Lot **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 28, 2015, we received your correspondence, dated April 27, 2015,
filed with the Revdex.com
You disputed the $in return shipping fees DISH Network applied to your disconnected accountYou indicated that these fees were not part of your contractTherefore, you would like them refunded and your account balance removed from collections
When we spoke on April 30, 2015, I explained that the return shipping fee is disclosed in our contract; however, as a courtesy I waived the fees and issued a refund for $Additionally, I requested that your account balance be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution
A copy of your original contract was not availableI enclosed a sample of our contract for your reviewYour account has a zero balance
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
(***) ***-***
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/08/13) */
August 10,
***
***
Re: Revdex.com Complaint # ***
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On July 29, 2015, we received your complaint,
dated July 23, 2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 4, and 10, 2015, and I left three messages
You indicated that you attempted to pay a debt to DISH Network that is in collections for $However, you were unsure of the account and disappointed in the customer service you received
Our records reveal that this account was activated on January 30, 2006, and was disconnected due to non-payment on June 1, It was not referred to collection until July 17, The remaining balance included $for unreturned equipment fees and a programming balanceOnce the equipment was returned on August 1, 2012, the equipment fees (plus tax) were removed, leaving only the programming balance due
We received the payment of $on July 24, 2015, which brings the account to a zero balance
I apologize for the information that you received from customer serviceHowever, the account they were referring to is another account under the name of *** *** (account XXXXXXXXXXXXXXXX), which is active and current
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
Cherokee St
Denver, CO XXXXX
*** Laslo
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did nothing! I spent hours researching finguring out who owned the account so that I could pay who owned the accountI then paid the account and it was closed and has been closedThe company has done nothing but give me a run around as they could not provide me with any information about who owned the accountThe information in the letter is all wrongThey pulled in my husbands fathers account also which was bullThe time of the account is wrong and everything because he was living in another state in a DORM when they said the account was opened in his name alsoThey have no idea about anything on the account in reference
Final Business Response /* (4000, 10, 2015/08/31) */
August 25,
Ms*** ***
***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 24, 2015, we received your complaint, dated August 20, 2015, filed with the Revdex.com
You expressed concern with the customer service you received when you attempted to identify a collection agency for your husband's DISH Network accountYou also mentioned that the account number listed in my previous response was incorrect
I apologize for the customer service you receivedDue to the age of this account, the last collection agency that we show listed on this account is Afni, on July 16, Please note that the credit report should list an account number
The information provided in my previous response is the information documented for the account number XXXXXXXXXXXXXXXXI requested that you contact me directly if this was not the account you were referring toAdditionally, if you are disputing that this account belongs to Mr*** ***, you may file an ID Theft Affidavit, which can be obtained at www.consumer.gov/idtheft
I apologize that the incorrect account number was listed in my previous correspondence
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
Cherokee St
Denver, CO
*** ***
Final Consumer Response /* (2000, 12, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please have the business close the complaint as I have personally handled the complaint myself without any help of the business themselvesThey keep mentioning another account at the same address which is my husband's fathers account and I don't want them to mess with their accountThank you Revdex.com, but this time the business did not help at all to get the issue resolved and all they keep doing is causing more problems
Initial Business Response /* (1000, 5, 2015/09/09) */
August 31,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with
the Revdex.com
You expressed concern with the additional monies requested to complete your installationYou indicated that you paid the required amount upfront
Your service order was initiated with our Flex promotion through ENB Financial dba Dish Systems (XXX-XXX-XXXX), an independent companyThe upfront payment of $included a $activation fee and the first month of servicePlease be advised that we are unable to determine if a line of sight is available for service until a technician is sent to your home
The equipment that was requested in your installation order was standard definitionOur records reveal that our technician was unable to obtain a signal with this equipmentAs a result, high-definition (HD) equipment was required to obtain a signal from an alternative satelliteAs the Flex promotion only includes standard-definition equipment, there is an upgrade fee for any additional features (for example, HD and/or DVR equipment)
Your installation order was canceled on August 20, 2015, and a refund of $was applied to your credit card account on August 21,
You also expressed dissatisfaction with the customer service that you received from our technicianI would like to apologize on behalf of DISH Network for the way that your issue was handled by our technicianWe appreciate that you brought this matter to our attention so that we may address it with the appropriate personnel
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
*** ***
Initial Business Response /* (1000, 7, 2015/10/07) */
September 29,
Mr*** ***
Greathouse Rd
Waxahachie, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 28, 2015, we received your correspondence, dated September 25,
2015, filed with the Revdex.com
You said that you requested an offer that did not expire to avoid a programming price increaseYou also requested that your bill be $per month and you asked for additional compensation
You established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentBecause you agreed to the term commitment, we provided you with a monthly discount of $for months, HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for four months
When we spoke today, I informed you that I reviewed your sales call that took place on October 6, I found that the salesperson advised you that the discounted pricing was for one year onlyIn addition, a sales confirmation email was sent to ***@gmail.com, which also detailed the terms of the DHA promotion and billingYour request for additional programming credits and compensation cannot be honoredYou disagreed with our findings and requested a copy of the recorded sales callYou may mail a subpoena request to Attn: Subpoena Request, PO Box 6655, Englewood, CO XXXXX
During our conversation you said you will cancel your service at a later dateI advised you of the early termination fee and you terminated the call
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
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 9, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After speaking with ***, he approach was more antagonistic and argumentative than attempting to resolve any issueWhen I initially spoke with Jay Tracey an Acct Specialist for Dish, he offered me a $- HBO Promo and $off the total billWhen I stated my frustration in having to call in, Michelle #4GS a manager for retention suggested I speak to Executive Escalations TeamObviously, this did not help the issueI will except the terms Jay offered initially and would like to convert this complaint to a customer service complaint as opposed to billing or, I would be willing to talk to anyone else from the Executive Escalations Team but Christina
Final Business Response /* (4000, 11, 2015/10/21) */
October 15,
Mr*** ***
Greathouse Rd
Waxahachie, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 15, 2015, we received your correspondence, dated October 14, 2015, filed with the Revdex.com
You disagreed with our response and asked that the previous offer be honored
Per your request, I will address your concerns in writing
I reviewed your recorded call that took place on September 24, 2015, and our representative advised you that the 12-month programming discount ended and they offered to lower your programming package to assist with the cost of serviceYou refused to reduce the programming packageTo assist further, our representative offered to apply a monthly credit of $for ten months and the HBO channels at $for six months to your accountYou also declined this offerAs a result, the credits were not applied to your account
Although your sales call reveals that no misinformation was provided, I made an exception and honored the September 24, 2015, offerWhen the credits end you will be billed the regular programming price
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
Cherokee St
Denver, CO XXXXX
*** ***
Final Consumer Response /* (2000, 13, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is fine
October 28, 2016 Dear Ms***: On October 26, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com. You said that you were not told that we would remove your satellite dish until after your account had been closedYou
requested that we remove your satellite dish. When we spoke, I informed you that we can remove your satellite dish for you with a fee of $You said that you were not interested in having us remove the satellite dish from your roof 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###-###-####
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,
*** *** as of now I'm satisfied with response and did receive call from the account repI'm fully satisfied with the response and will contintue to tract account to not receive any more charges.this whole thing started with not providing shipping labels or shipping information with could have been avoided by better training of their employees.thank you very much for the help provided by the Revdex.com*** ***
Tell us why here...July 15, 2016 Mr*** *** *** *** *** **.*** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On July 12, 2016, we received your rebuttal, dated July 12, 2016, filed with the Revdex.com. You disagreed with my previous resolution, indicating that you wanted your equipment exchanged without any additional troubleshooting. When I spoke with you on July 14, 2016, I explained to you that DISH Network has steps that we follow regarding problems with signal or receivers, and you said you understood that this process must be followed. When I spoke with you today, we reviewed the information sent from your receiver, and I offered to send a technician to your house to address your concernsYou stated that you will call DISH Network at your convenience to schedule the visitYou also indicated that at this time, you consider this issue resolved. 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*** ***
Initial Business Response /* (1000, 5, 2015/11/03) */
November 2,
MrLuis Zimmerle
Heritage Way
San Antonio, TX 78245-
Re: Revdex.com Complaint #
8255909859796309-
Dear MrZimmerle:
On October 23, 2015, we received your complaint, dated October 21, 2015,
filed with the Revdex.com
I unsuccessfully attempted to contact you at (210) 474-on October 26, and 30, 2015, and there was no option to leave a messageI left two messages at (210) 763-
You maintain that you were told that DISH Network offers the WWE channel or as a Pay-Per-View (PPV) optionAfter the installation, you discovered that WWE was not included in our channel lineupBecause of this, you requested to be released from our 24-month agreement and to receive a refund of your initial payment for serviceYou also requested that your DIRECTV service be reinstalled
This account was established through Elite Wireless, an independent retailerI apologize if you were misinformedI released you from DISH Network's 24-month agreement and early termination feeHowever, the payment was for service rendered and the charges are valid
Please contact DIRECTV regarding your service with them and Elite Wireless at (512) 906-with your concerns regarding the installation
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
Gerri Santistevan
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
David Laslo
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even though DISH has already agreed to release us from their year agreement and early termination fee, the installation provider, Elite Wireless, said that unfortunately, if we decide to carry through the reversion to DirectTV and cancel Dish, they said that we would owe $to Elite WirelessElite Wireless maintains that we are customers of them since the day we decided to go with Dish,(that we also have an agreement with them) and that we would have to wait one year in order to avoid early termination fees with EliteDish says they have nothing to do with Elite WirelessI would like to you to call the Elite Wireless and see if something can be done about thisWe were not aware that we also are customers of Elite WirelessTheir correct number is X-XXX-XXX-XXXXPlease let me know if something can be done about them because we want to switch back to DirectTV with nothing else standing in our waythank you for your time
Final Business Response /* (4000, 9, 2015/11/20) */
November 16,
*** *** ***
*** *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 12, 2015, we received your complaint, dated November 10, 2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on November and 16, 2015, and I left two messages
You indicated that the retailer (Elite Wireless) informed you that if you disconnected your service, they would charge you their own termination fee because you have a commitment with them as well as DISH Network
We contacted Ajay, the owner of Elite Wireless, and he informed us that he does not have a third-party contract with youThe early termination fee that his office referred to was DISH Network's 24-month commitment and early termination fee
I apologize for the miscommunication
As previously advised, I waived DISH Network's 24-month commitmentHowever, you may continue to receive service without a commitment
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
*** ***
December 29, Mr*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 26, 2017, we received your complaint, dated December 22, 2017, filed with the Revdex.com You alleged that a technician caused damage to your home and you indicated that you had not heard back about your damage claimYou requested two free months of service, your drywall and internet cable to be fixed, and your initial cabling re-run When we spoke, you confirmed that our local office had left you voicemails, but you were unable to call them back. As I informed you, our Corporate Field Resolutions (CFR) Team handles all damage claims, including determining liability and compensation if warranted. As such, I urged you to continue working with CFR and your local office to bring your claim to a resolution. I forwarded a copy to your case manager for their records If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 5, 2015/08/13) */
August 7,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 29, 2015, we received your correspondence, dated July 28, 2015, filed
with the Revdex.com
You stated that when you purchased your DISH Network service from Sterling Commerce Group, an independent retail service provider, you were promised the Multimedios channel which is not currently offeredYou also experienced technical difficulties with your secondary TVsYou were under the impression that you could cancel your service within days of purchase without penaltyWhen you contacted customer service to disconnect your account, you were informed that you would be charged an early termination feeAdditionally, the customer service you encountered did not meet your expectationsYou requested that your early termination fee be waived and you would like a refund for the payment you made for service
When we spoke on July 29, 2015, I agreed to review your recorded calls
My have made several unsuccessful attempts to speak with you since our July 29, 2015, conversation
Your claims regarding the Multimedios channel and a 30-day trial period without penalty were unsupportedNevertheless, as a courtesy, I have waived your early termination fee and issued a refund of $for the payment DISH Network collected for your first month of service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because:I returned a voicemailHowever, I was told there would be no fee for the tech visit. It was clearly stated in the conversation when they set up the appointment, as I attempted to cancel DISH and the customer service rep talked me into the tech visit and she stated it was complimentary since I had so many attempted fixes over the phone. There was to be NO fee
Sincerely,
*** ***
March 1, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Ms***:
On February 26, 2016, we received your complaint, dated February 26, 2016, filed with the Revdex.comYou informed us that an individual contacted you purporting to represent DISH NetworkYou indicated that this person offered you an equipment upgrade for $150.00; however, your bank did not process your paymentPlease note that the individual that contacted you was not a DISH Network representative and is in no way affiliated with DISH NetworkWe take your concerns seriously and we are actively pursuing the individual(s) responsibleIf you have not done so already, we recommend that you take the following steps to protect yourself from further fraudulent activity by the perpetrator: Contact your local law enforcement and file a police reportIf you provided any credit card or banking information to the perpetrator, contact your bank and notify them that your information has been compromisedIf you provided your Social Security Number to the perpetrator, contact the three major credit bureaus (Equifax, Experian, and Trans Union) to place a fraud alert on your credit fileThe credit bureaus may be contacted at the following phone numbers: Equifax - (888) 309-Experian - (888) 397-Trans Union - (800) 916-If there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** *** ***
*** ** ***
*** ***
October 10, Dear Ms***: On October 6, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.com You said that a payment was debited from your bank account after you disconnected your DISH Network
account. You also indicated that you were advised that the payment would not be processed When we spoke, I advised you that our policies state to make changes to automatic payments on a DISH Network account at least seven days prior to the due date because our system begins processing payments a few days before the due date to ensure the account is not past due I waived your shipping fees and I submitted a refund for $ As I advised you, we appreciate you bringing this issue to our attention so we may address it with the agents you spoke with. We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/11/02) */
October 22,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 22, 2015, we received your correspondence, dated October 21, 2015, filed
with the Revdex.com
You expressed concern with the time of day that the Hopper receiver updates, which causes you to lose the ability to use the service temporarilyYou requested to cancel your service without penalty
Today, I attempted to reach you at (XXX) XXX-XXXXYour voice message said that you do not check your voicemail and you will not respond to messagesTherefore, I will address your concerns in writing
We regret that you are dissatisfied with the serviceI made an exception and waived your early termination feeYou may cancel your service at any time without penalty
Please return the leased equipment to DISH NetworkA return box with label will be delivered to your home by UPS after the service is disconnectedIf the equipment is not returned within days of disconnection, unreturned equipment fees may apply
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Dish Network, Thank YouThe service can be disconnected immediatelyPlease send me the boxes to return the equipmentSincerely, *** ***
October 11, Dear Mr***: On October 10, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.com You requested that we stop sending advertisements to your home I added you and your wife’s information to
our Do Not Contact list, which can take eight weeks to be completed 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, 2015/08/31) */
August 28,
Ms*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 28, 2015, we received your correspondence, dated August
27, 2015, filed with the Revdex.com
You said you were told by the salesperson that the satellite internet is high speedYou expressed dissatisfaction with the internet service and disputed the early termination fee
Our records reveal that you initiated your service through Go Dish Com LTD, an independent companyYour concerns regarding the sale of the service will be reported to the appropriate personnel for internal review
We regret that the internet service was not to your satisfaction
Please note that all DISH Network advertisements disclose that restrictions apply for the internet serviceYou may view the Fair Access Policy online at www.dish.com, which details the internet limitation and restrictions
When I spoke with you today, I advised you that I made an exception and reversed the early termination feeYou accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/08/07) */
August 3,
Ms*** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 29, 2015, we received your complaint, dated July 28, 2015, filed
with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on July 29, and 31, 2015, were unsuccessful; however, I left three messages
You expressed concern with the early termination fee to disconnect your serviceYou indicated that you are not receiving the price promised for DISH Network TV service or Comcast internet and phone servicesYou requested a refund and that your service be disconnected without penalty
Your service was activated on July 13, 2015, with a 24-month commitment through Dish One Satellite LLCDISH Network does not offer bundled service with Comcast and we are unaware of their service pricing
The monthly rate for your TV service is $plus taxThis includes a $promotional discount for the first months of serviceYour initial billing statement of $included the purchase of Bluetooth headphones for $plus tax
I made an exception and waived the 24-month commitment on your accountYou may disconnect your service at any time without penaltyOnce the service is disconnected, we can determine if a refund if due
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
*** *** ***
*** CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
August 14,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***
On August 14, 2015, we received your correspondence, dated August 13,
2015, filed with the Revdex.com
You expressed concern with the sale of your service and the monthly programming price
A review of your account shows that you established it under the Digital Home Advantage promotion with a 24-month commitment on August 5, Because you agreed to the term commitment, we provided a monthly discount of $for twelve months, and the HBO, Cinemax, Showtime and DISH Movie Pack free for three monthsWhen the credits end, the regular price is appliedOn the date of sale, a sales confirmation email was sent to you at ***@yahoo.com, detailing the terms of the DHA promotion and billing
You subscribed to the America's Top package at $per month before tax and discountsThe $credit makes the package $before tax for months
Please note that your bill was created on the 8th of the month, making your bill due date on the 28th of the monthOur records reveal that the due date was changed to the 23rd of the month per your previous requestI regret any confusion
On August 11, 2015, you spoke with Mr*** *** a DISH Network Dispute Resolution SpecialistMr*** waived your early termination fee and scheduled the disconnection of service for August 15, He also agreed to remove the balance for programming and the return shipping fees
We ask that the leased equipment be returned to DISH NetworkA return box with label will be delivered to your address by UPS
We appreciate your feedback and your concerns will be addressed internally with the appropriate personnelWe regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
wish DISH ALL THE BEST!!!
October 21, Dear Mr***: On October 13, 2016, we received your complaint, dated October 11, 2016, filed with the Revdex.com You disputed the early termination fee associated with your internet service. You said that you
experienced technical issues and poor customer service When we spoke, I advised you that because one agent erroneously advised you that your early termination fee was waived, I made an exception and reversed the fee We appreciate your feedback concerning your experience, and it will be used to improve our agents’ interactions with our customers If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
August 9, Dear Mr***: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 5, and 9, 2016, have been unsuccessful; however, I left a voice message
on each attempt You expressed concern that you were asked for your date of birth, Social Security Number and credit card information in order to receive a rate quoteYou feel that we should be able to give you a quote without your personal informationYou requested an apology or a gift card In order to give a potential customer a quote for our service, we do need to credit-qualify themThis requires that a customer provide their date of birth and Social Security Number for a credit checkA credit card needs to be validated if a customer wants to proceed under a commitment, or if they are trying to obtain leased equipment Our records don’t reflect that you contacted our sales departmentYou may have spoken with a retailer or a third partyI would like to address your concerns with the company you contactedPlease provide me with the phone number that you called to initiate your service so that I can further investigate this issue If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response /* (1000, 4, 2015/05/08) */
May 6,
Ms*** ***
*** W*** Ave., Lot **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 28, 2015, we received your correspondence, dated April 27, 2015,
filed with the Revdex.com
You disputed the $in return shipping fees DISH Network applied to your disconnected accountYou indicated that these fees were not part of your contractTherefore, you would like them refunded and your account balance removed from collections
When we spoke on April 30, 2015, I explained that the return shipping fee is disclosed in our contract; however, as a courtesy I waived the fees and issued a refund for $Additionally, I requested that your account balance be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution
A copy of your original contract was not availableI enclosed a sample of our contract for your reviewYour account has a zero balance
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
(***) ***-***
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 5, 2015/08/13) */
August 10,
***
***
Re: Revdex.com Complaint # ***
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On July 29, 2015, we received your complaint,
dated July 23, 2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 4, and 10, 2015, and I left three messages
You indicated that you attempted to pay a debt to DISH Network that is in collections for $However, you were unsure of the account and disappointed in the customer service you received
Our records reveal that this account was activated on January 30, 2006, and was disconnected due to non-payment on June 1, It was not referred to collection until July 17, The remaining balance included $for unreturned equipment fees and a programming balanceOnce the equipment was returned on August 1, 2012, the equipment fees (plus tax) were removed, leaving only the programming balance due
We received the payment of $on July 24, 2015, which brings the account to a zero balance
I apologize for the information that you received from customer serviceHowever, the account they were referring to is another account under the name of *** *** (account XXXXXXXXXXXXXXXX), which is active and current
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
Cherokee St
Denver, CO XXXXX
*** Laslo
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did nothing! I spent hours researching finguring out who owned the account so that I could pay who owned the accountI then paid the account and it was closed and has been closedThe company has done nothing but give me a run around as they could not provide me with any information about who owned the accountThe information in the letter is all wrongThey pulled in my husbands fathers account also which was bullThe time of the account is wrong and everything because he was living in another state in a DORM when they said the account was opened in his name alsoThey have no idea about anything on the account in reference
Final Business Response /* (4000, 10, 2015/08/31) */
August 25,
Ms*** ***
***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 24, 2015, we received your complaint, dated August 20, 2015, filed with the Revdex.com
You expressed concern with the customer service you received when you attempted to identify a collection agency for your husband's DISH Network accountYou also mentioned that the account number listed in my previous response was incorrect
I apologize for the customer service you receivedDue to the age of this account, the last collection agency that we show listed on this account is Afni, on July 16, Please note that the credit report should list an account number
The information provided in my previous response is the information documented for the account number XXXXXXXXXXXXXXXXI requested that you contact me directly if this was not the account you were referring toAdditionally, if you are disputing that this account belongs to Mr*** ***, you may file an ID Theft Affidavit, which can be obtained at www.consumer.gov/idtheft
I apologize that the incorrect account number was listed in my previous correspondence
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
Cherokee St
Denver, CO
*** ***
Final Consumer Response /* (2000, 12, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please have the business close the complaint as I have personally handled the complaint myself without any help of the business themselvesThey keep mentioning another account at the same address which is my husband's fathers account and I don't want them to mess with their accountThank you Revdex.com, but this time the business did not help at all to get the issue resolved and all they keep doing is causing more problems
Initial Business Response /* (1000, 5, 2015/09/09) */
August 31,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with
the Revdex.com
You expressed concern with the additional monies requested to complete your installationYou indicated that you paid the required amount upfront
Your service order was initiated with our Flex promotion through ENB Financial dba Dish Systems (XXX-XXX-XXXX), an independent companyThe upfront payment of $included a $activation fee and the first month of servicePlease be advised that we are unable to determine if a line of sight is available for service until a technician is sent to your home
The equipment that was requested in your installation order was standard definitionOur records reveal that our technician was unable to obtain a signal with this equipmentAs a result, high-definition (HD) equipment was required to obtain a signal from an alternative satelliteAs the Flex promotion only includes standard-definition equipment, there is an upgrade fee for any additional features (for example, HD and/or DVR equipment)
Your installation order was canceled on August 20, 2015, and a refund of $was applied to your credit card account on August 21,
You also expressed dissatisfaction with the customer service that you received from our technicianI would like to apologize on behalf of DISH Network for the way that your issue was handled by our technicianWe appreciate that you brought this matter to our attention so that we may address it with the appropriate personnel
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
*** ***
Initial Business Response /* (1000, 7, 2015/10/07) */
September 29,
Mr*** ***
Greathouse Rd
Waxahachie, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 28, 2015, we received your correspondence, dated September 25,
2015, filed with the Revdex.com
You said that you requested an offer that did not expire to avoid a programming price increaseYou also requested that your bill be $per month and you asked for additional compensation
You established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentBecause you agreed to the term commitment, we provided you with a monthly discount of $for months, HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for four months
When we spoke today, I informed you that I reviewed your sales call that took place on October 6, I found that the salesperson advised you that the discounted pricing was for one year onlyIn addition, a sales confirmation email was sent to ***@gmail.com, which also detailed the terms of the DHA promotion and billingYour request for additional programming credits and compensation cannot be honoredYou disagreed with our findings and requested a copy of the recorded sales callYou may mail a subpoena request to Attn: Subpoena Request, PO Box 6655, Englewood, CO XXXXX
During our conversation you said you will cancel your service at a later dateI advised you of the early termination fee and you terminated the call
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
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 9, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After speaking with ***, he approach was more antagonistic and argumentative than attempting to resolve any issueWhen I initially spoke with Jay Tracey an Acct Specialist for Dish, he offered me a $- HBO Promo and $off the total billWhen I stated my frustration in having to call in, Michelle #4GS a manager for retention suggested I speak to Executive Escalations TeamObviously, this did not help the issueI will except the terms Jay offered initially and would like to convert this complaint to a customer service complaint as opposed to billing or, I would be willing to talk to anyone else from the Executive Escalations Team but Christina
Final Business Response /* (4000, 11, 2015/10/21) */
October 15,
Mr*** ***
Greathouse Rd
Waxahachie, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 15, 2015, we received your correspondence, dated October 14, 2015, filed with the Revdex.com
You disagreed with our response and asked that the previous offer be honored
Per your request, I will address your concerns in writing
I reviewed your recorded call that took place on September 24, 2015, and our representative advised you that the 12-month programming discount ended and they offered to lower your programming package to assist with the cost of serviceYou refused to reduce the programming packageTo assist further, our representative offered to apply a monthly credit of $for ten months and the HBO channels at $for six months to your accountYou also declined this offerAs a result, the credits were not applied to your account
Although your sales call reveals that no misinformation was provided, I made an exception and honored the September 24, 2015, offerWhen the credits end you will be billed the regular programming price
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
Cherokee St
Denver, CO XXXXX
*** ***
Final Consumer Response /* (2000, 13, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is fine
October 28, 2016 Dear Ms***: On October 26, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com. You said that you were not told that we would remove your satellite dish until after your account had been closedYou
requested that we remove your satellite dish. When we spoke, I informed you that we can remove your satellite dish for you with a fee of $You said that you were not interested in having us remove the satellite dish from your roof 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###-###-####
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,
*** *** as of now I'm satisfied with response and did receive call from the account repI'm fully satisfied with the response and will contintue to tract account to not receive any more charges.this whole thing started with not providing shipping labels or shipping information with could have been avoided by better training of their employees.thank you very much for the help provided by the Revdex.com*** ***
Tell us why here...July 15, 2016 Mr*** *** *** *** *** **.*** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On July 12, 2016, we received your rebuttal, dated July 12, 2016, filed with the Revdex.com. You disagreed with my previous resolution, indicating that you wanted your equipment exchanged without any additional troubleshooting. When I spoke with you on July 14, 2016, I explained to you that DISH Network has steps that we follow regarding problems with signal or receivers, and you said you understood that this process must be followed. When I spoke with you today, we reviewed the information sent from your receiver, and I offered to send a technician to your house to address your concernsYou stated that you will call DISH Network at your convenience to schedule the visitYou also indicated that at this time, you consider this issue resolved. 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*** ***
Initial Business Response /* (1000, 5, 2015/11/03) */
November 2,
MrLuis Zimmerle
Heritage Way
San Antonio, TX 78245-
Re: Revdex.com Complaint #
8255909859796309-
Dear MrZimmerle:
On October 23, 2015, we received your complaint, dated October 21, 2015,
filed with the Revdex.com
I unsuccessfully attempted to contact you at (210) 474-on October 26, and 30, 2015, and there was no option to leave a messageI left two messages at (210) 763-
You maintain that you were told that DISH Network offers the WWE channel or as a Pay-Per-View (PPV) optionAfter the installation, you discovered that WWE was not included in our channel lineupBecause of this, you requested to be released from our 24-month agreement and to receive a refund of your initial payment for serviceYou also requested that your DIRECTV service be reinstalled
This account was established through Elite Wireless, an independent retailerI apologize if you were misinformedI released you from DISH Network's 24-month agreement and early termination feeHowever, the payment was for service rendered and the charges are valid
Please contact DIRECTV regarding your service with them and Elite Wireless at (512) 906-with your concerns regarding the installation
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
Gerri Santistevan
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
David Laslo
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even though DISH has already agreed to release us from their year agreement and early termination fee, the installation provider, Elite Wireless, said that unfortunately, if we decide to carry through the reversion to DirectTV and cancel Dish, they said that we would owe $to Elite WirelessElite Wireless maintains that we are customers of them since the day we decided to go with Dish,(that we also have an agreement with them) and that we would have to wait one year in order to avoid early termination fees with EliteDish says they have nothing to do with Elite WirelessI would like to you to call the Elite Wireless and see if something can be done about thisWe were not aware that we also are customers of Elite WirelessTheir correct number is X-XXX-XXX-XXXXPlease let me know if something can be done about them because we want to switch back to DirectTV with nothing else standing in our waythank you for your time
Final Business Response /* (4000, 9, 2015/11/20) */
November 16,
*** *** ***
*** *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 12, 2015, we received your complaint, dated November 10, 2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on November and 16, 2015, and I left two messages
You indicated that the retailer (Elite Wireless) informed you that if you disconnected your service, they would charge you their own termination fee because you have a commitment with them as well as DISH Network
We contacted Ajay, the owner of Elite Wireless, and he informed us that he does not have a third-party contract with youThe early termination fee that his office referred to was DISH Network's 24-month commitment and early termination fee
I apologize for the miscommunication
As previously advised, I waived DISH Network's 24-month commitmentHowever, you may continue to receive service without a commitment
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
*** ***
December 29, Mr*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 26, 2017, we received your complaint, dated December 22, 2017, filed with the Revdex.com You alleged that a technician caused damage to your home and you indicated that you had not heard back about your damage claimYou requested two free months of service, your drywall and internet cable to be fixed, and your initial cabling re-run When we spoke, you confirmed that our local office had left you voicemails, but you were unable to call them back. As I informed you, our Corporate Field Resolutions (CFR) Team handles all damage claims, including determining liability and compensation if warranted. As such, I urged you to continue working with CFR and your local office to bring your claim to a resolution. I forwarded a copy to your case manager for their records If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 5, 2015/08/13) */
August 7,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 29, 2015, we received your correspondence, dated July 28, 2015, filed
with the Revdex.com
You stated that when you purchased your DISH Network service from Sterling Commerce Group, an independent retail service provider, you were promised the Multimedios channel which is not currently offeredYou also experienced technical difficulties with your secondary TVsYou were under the impression that you could cancel your service within days of purchase without penaltyWhen you contacted customer service to disconnect your account, you were informed that you would be charged an early termination feeAdditionally, the customer service you encountered did not meet your expectationsYou requested that your early termination fee be waived and you would like a refund for the payment you made for service
When we spoke on July 29, 2015, I agreed to review your recorded calls
My have made several unsuccessful attempts to speak with you since our July 29, 2015, conversation
Your claims regarding the Multimedios channel and a 30-day trial period without penalty were unsupportedNevertheless, as a courtesy, I have waived your early termination fee and issued a refund of $for the payment DISH Network collected for your first month of service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because:I returned a voicemailHowever, I was told there would be no fee for the tech visit. It was clearly stated in the conversation when they set up the appointment, as I attempted to cancel DISH and the customer service rep talked me into the tech visit and she stated it was complimentary since I had so many attempted fixes over the phone. There was to be NO fee
Sincerely,
*** ***
March 1, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Ms***:
On February 26, 2016, we received your complaint, dated February 26, 2016, filed with the Revdex.comYou informed us that an individual contacted you purporting to represent DISH NetworkYou indicated that this person offered you an equipment upgrade for $150.00; however, your bank did not process your paymentPlease note that the individual that contacted you was not a DISH Network representative and is in no way affiliated with DISH NetworkWe take your concerns seriously and we are actively pursuing the individual(s) responsibleIf you have not done so already, we recommend that you take the following steps to protect yourself from further fraudulent activity by the perpetrator: Contact your local law enforcement and file a police reportIf you provided any credit card or banking information to the perpetrator, contact your bank and notify them that your information has been compromisedIf you provided your Social Security Number to the perpetrator, contact the three major credit bureaus (Equifax, Experian, and Trans Union) to place a fraud alert on your credit fileThe credit bureaus may be contacted at the following phone numbers: Equifax - (888) 309-Experian - (888) 397-Trans Union - (800) 916-If there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** *** ***
*** ** ***
*** ***
October 10, Dear Ms***: On October 6, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.com You said that a payment was debited from your bank account after you disconnected your DISH Network
account. You also indicated that you were advised that the payment would not be processed When we spoke, I advised you that our policies state to make changes to automatic payments on a DISH Network account at least seven days prior to the due date because our system begins processing payments a few days before the due date to ensure the account is not past due I waived your shipping fees and I submitted a refund for $ As I advised you, we appreciate you bringing this issue to our attention so we may address it with the agents you spoke with. We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/11/02) */
October 22,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 22, 2015, we received your correspondence, dated October 21, 2015, filed
with the Revdex.com
You expressed concern with the time of day that the Hopper receiver updates, which causes you to lose the ability to use the service temporarilyYou requested to cancel your service without penalty
Today, I attempted to reach you at (XXX) XXX-XXXXYour voice message said that you do not check your voicemail and you will not respond to messagesTherefore, I will address your concerns in writing
We regret that you are dissatisfied with the serviceI made an exception and waived your early termination feeYou may cancel your service at any time without penalty
Please return the leased equipment to DISH NetworkA return box with label will be delivered to your home by UPS after the service is disconnectedIf the equipment is not returned within days of disconnection, unreturned equipment fees may apply
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Dish Network, Thank YouThe service can be disconnected immediatelyPlease send me the boxes to return the equipmentSincerely, *** ***
October 11, Dear Mr***: On October 10, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.com You requested that we stop sending advertisements to your home I added you and your wife’s information to
our Do Not Contact list, which can take eight weeks to be completed 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 ###-###-####