(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is not my TVThe Technician that came to my house reset my TV to display mode, causing my TV to reset to display mode every secondsThis freezes the TV so you cannot do anything but turn it of then turn it back on which switches the inputs, only to freeze up in seconds againBy the way, the Technician left my TV in this condition, saying he doesn't know why it's doing thatI had to look it up on the Internet and correct the mistake your Technician made! I set the input to the saved changes that were made by your TechnicianMy picture was twice as bad, I adjusted the picture backMy picture quality is maybe 720i! I have all 1080p TV's and I am not receiving the HD quality picture that I was receiving with Direct TV as your sales repInsured I wouldDish network blatantly lied to my face and locked me into a two year contractThis is not only morally wrong but is advertisementWhy would I want to cancel my contract if I was receiving what I was promised? I want out of my contract with no penaltiesYou are a multi million dollar company that should deliver what you promise or give your customers there money back$is not going to bankrupt youIf you want an unhappy customer, you've got one and I will continue to post on social media and speed word of mouth you companies practices and tactics as long as I am locked into your scandalous contract
Dear Mr***: On January 25, 2016, we received your complaint, dated January 22, 2016, filed with the Revdex.comYou said that our technician didn’t install the proper connectors and you were charged $to correct the issueYou indicated that you paid for the non-working
receiver for three monthsYou also expressed concern regarding your local CBS station being taken downYou requested that we waive the $50.00, three months of the additional receiver and the early termination feesWhen we spoke by phone I offered to waive your outstanding balance of $and you agreed to my 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response /* (1000, 4, 2015/05/11) */
May 4,
Ms*** ***
*** *** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 29, 2015, we received your correspondence, dated April 28, 2015, filed
with the Revdex.com
You said that you were told the first payment due for service would be due on May 27,
When we spoke today, I attempted to explain that your billing due date is the 27th of every monthHowever, DISH Network bills for service one month in advanceThe $referral credit that was applied to your account covered the service period of March 22, 2015, through April 21,
The payment you made in the amount of $on April 11, 2015, is for the service period of April 22, 2015, through May 21, I regret any confusion
As a courtesy, I applied a one-month credit of $for the America's Top package
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
*** *** St
Denver, CO
*** ***
Initial Business Response /* (1000, 11, 2015/07/31) */
July 30,
Mr*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the RevDex.com
You stated that when you purchased your DISH Network service from Infinity Sales Group, an independent retail service provider, you were offered our new customer promotional discount for the 24-month term of your contractYou recently received a bill for full priceYou requested that the discount that you were offered for the term of your contract be honored
When we spoke today, I explained that the standard new customer promotional discount is offered for months with a 24-month contractYour recorded sales call was unavailable for review, so as a courtesy, I agreed to extend your promotional discount for the term of your current contractYou accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 13, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
as mentioned dish-network agreed to extend my promotion for the remaining of my contract term
May 12, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On May 11, 2016, we received your complaint, dated May 10, 2016, filed with the Revdex.com You said that you were offered a one-time $credit but you did not receive it When I spoke with Mrs***, she advised me of the hours you would be available and, unfortunately, they do not coincide with my office hours, so she accepted a written response I reviewed your April 3, 2016, call and found the agent did offer a one-time $credit; however, it was never discussed how this amount was calculated or why it would be applied. As you were advised that you would receive the credit, I applied it. Please note that the five monthly $credits were already applied 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 *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc:
March 8, *** *** ***
*** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 6, 2017, we received your complaint, dated March 5, 2017, filed with the Revdex.com You said that DISH Network debited a payment from your bank account after you disconnected your account You indicated in your email to me that your complaint contained all the information you wished to discussAs such, I did not attempt to reach you by phone again As the agent with whom you spoke on March 5, 2017, explained, your account was enrolled in autopay. As automatic payments begin processing prior to the due date, this payment was processed even though your account was disconnected on March 2, A review of your account reveals that your refund is being processed; however, as it was an electronic check payment, DISH Network must hold your payment until the actual funds are in our bank in order to complete your refund. While we sincerely regret any inconvenience this issue may have caused, we are unable to expedite your refund If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** ***
*** *** *** DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/11/03) */
November 2,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 28, 2015, we received your complaint, dated October 27, 2015, filed with
the Revdex.com
You expressed concern with the local stations that are being providedYou would like for DISH Network to provide local stations from Tyler/Longview, TX or to waive your term commitment
Your service was activated on August 20, 2015, with a 24-month commitment
We understand that the reception of local programming services is important to our customers, as these stations provide vital services and information to their local viewershipIt is our sincere desire to provide you with the most relevant and desirable programming availableHowever, DISH Network is required by federal law to provide local programming services according to the Designated Market Area (DMA) in which a customer residesDMA boundaries are established by Nielsen Media Research, and DISH Network is obligated to provide local channels in accordance with these boundaries
When I spoke with you by phone on October 30, 2015, I advised you that we are unable to provide the requested stations because your DMA is Shreveport, LAAs a result, I waived your term commitmentYou will not be charged an early termination fee if you choose to disconnect your service
If there are further questions or concerns about this issue, please feel free to contact me at (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
*** ***
December 14,
Mr*** *** ***
*** ** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear MrDecker:
On December 10, 2015, we received your complaint, dated December 9, 2015, filed with the Revdex.com
My attempts
to contact you by phone at *** *** on December 10, and 14, 2015, were unsuccessful; however, I left three messages
You expressed concern with the unreturned receiver fee that was applied to your accountYou maintain that you returned all four receivers in the same return box
Our records show that only three (a Hopper and two Joeys) of the four receivers on your account were returnedAs a result, you were charged $for an unreturned JoeyThe unreturned LNBF (eye piece on the satellite dish) fee of $was reversed on December 8,
I made an exception and reversed the fee, leaving your account with a zero balance
You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel
If there are further questions or concerns about this issue, please feel free to contact me at *** ***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI accepted the heir resolution,but here is how it truly went the of January dish sent an installer to my house and he could not get service he told me I needed to drill for new wiring with this being said I told him I rent and needed landlord approval The 23rd an inspector came out to quality check the installers workHe was mad that the first guy didn't dnt get me serviceHe proceeded to connect service only to my living room He made an appointment with yet another installer who then got me service to my room and ran wiring all over my house to get service to my son's room.All without drilling for new wiring.Now finally on the 27th I got service to my rooms I was billed on the 2nd of February in the amount of February 17th I was billed at this time I cancelled it because I was told would be a locked in fee for two yearsI cancelled again on the 19th and finally again on the 27th, because I was told I could not cancell in the middle of a billing cycle then the 11th of March they got the new credit card number (fraudulently) and billed me again for Then the 17th of March they billed again for All of the his was resolved only because I filed with you their accounts resolution department people are rude and don't listen at allI have every reason to believe they would never resolved this if they wouldn't have gotten the complaint
Sincerely,
*** ***
Initial Business Response /* (1000, 9, 2015/05/07) */
April 30,
Mrand Mrs*** ***
*** W*** ***
***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Mrand Mrs***:
On April 24, 2015, we received your complaint, dated April
21, 2015, filed with the Revdex.com
You maintain that after the DISH Network installation technician left, one of your Time Warner Cable boxes was missingYou filed a claim with us but the claim was closed and no one has contacted youYou requested to be released from the 24-month commitment
When I spoke with you by telephone today, I explained that your claim cannot be addressed as a damage claim, and it was forwarded to the correct department for further review
I apologized for the customer service you receivedAlthough I am unable to assist you with the claim regarding the Time Warner equipment, in the interest of customer satisfaction, I released you from the 24-month agreementIf you choose to disconnect your service, there will be no early termination fee
However, if you decide to continue with your current service, I have provided HBO, Cinemax, Showtime, Starz and Blockbuster @Home free for monthsThis is a value of $per month
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
August 26, Dear Mrand Mrs***: On August 18, 2016, we received your complaint, dated August 17, 2016, filed with the Revdex.com You indicated that your DISH Network service was cancelled on July 11, 2016, with a balance of $
You received a bill with a past-due balance of $You then received a bill for $1,You expressed concern with this balance and the customer service you received while attempting to resolve it I attempted to contact you on August 22, and 26, 2016, and I left you several voicemails On August 24, 2016, you spoke with one of our representatives who explained the balance on your accountThe balance for service rendered up to the date of your disconnection was $You were then charged an early termination fee and unreturned equipment fees, which left you with an outstanding balance of $1, As you were advised, the unreturned equipment fees will be reversed once the leased equipment is returned If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
Complaint: ***
I am rejecting this response because:For starters, you talked to my wife, not meWhen she answered the phone you met your match with herShe is the holder of master's degree'sYou couldn't ruffle her feathers, you probably found out quickly how sharp she is and you got frustrated and hung upI checked the call log on our iphone You didn't call back, call logs don't lieI get itYou have to make sure you appear to be a caring represetative of Dish NetworkI get itBut you didn't call back. When our contract is up we'll contact Dish and get everything shipped back to your companyAnd the satellite industry continues to wonder why customers are leaving in drovesBeing lied to, receiving bad customer service, and ever increasing hostility towards your customers aren't a good thing for your companyHave a good day!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
August 17,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 13, 2015, we received your complaint, dated August 12, 2015, filed with the
Revdex.com
You stated that you received a $1,bill from DISH NetworkYou indicated that this balance is incorrectYou were charged a higher rate for your service than you were originally quotedAdditionally, you requested a refund for a $payment
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on August 13, and 15, 2015, were unsuccessfulHowever, I left a message and my contact information at (XXX) XXX-XXXXI also sent an email to ***@mail.com (copy enclosed), but I have not received a response
Our records indicate that your account was placed on pause on April 7, 2014, and then restored the same dayAs a result, your promotional credits were removed from your account and you were billed full price for your servicesI have made the necessary adjustment to your account balance
When your service was disconnected on August 16, 2014, you were charged an early termination fee for the TV and internet servicesHowever, your signature was not captured electronically on your contracts so, as a courtesy, I waived your early termination fees
As a result of the adjustment I have provided, your account balance has been reduced from $1,to $The remaining balance is for services provided and the leased equipment that you were required to return
We will require additional information regarding the $refund that you requested in your complaint
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
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Ms***: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.comYou said that when you closed your account with DISH Network, you paid the final balanceHowever, you recently received a bill which you would like to dispute
You requested that the balance be waived from your accountWhen we spoke I told you that I have waived the charges on your DISH Network account, which now 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
July 17, *** *** ***
** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On July 5, 2017, we received your complaint, dated June 28, 2017, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your accountYou maintain that you did not receive the bundled monthly rate you were promised Your DISH Network service was activated on May 5, 2017, with a 24-month commitment through ***Please be advised that the term commitment applies to our service only and does not include internet and/or phone services as a bundle The monthly rate for your DISH Network service was $Since your account was bundled with ***, our service charges were sent to them for billing purposesHowever, as *** is a separate company, we are unable to verify what the monthly rate for their services was, or your overall bundled rate A review of the sales call found that you were provided with the correct monthly rate for your DISH Network service Your service was disconnected on June 27, Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged a $equipment return fee When I spoke with you by phone today, I advised you that the early termination fee is valid If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 8, Mr*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com You indicated that when you disconnected your service, the agent told you over the phone that he was removing the $balanceHowever, he did not, and now you can’t establish a new account and it has been sent to collections When I spoke with you by telephone today, I advised you that I removed the balance and notified collections to remove the account from your credit report If there are further questions or concerns about this issue, please feel free to contact me at (*** *** Sincerely, Gerri S*** 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 EFlorida Avenue, Suite Denver, CO *** ***
Tell us why here...October 6, 2016 Dear Ms***: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com. You said that when you added a receiver to your account, you didn’t agree to a new contract
However, when you called to cancel your account you were told you were still under a contractYou also said that your service was cancelled without your permissionYou requested that we waive the early termination fee and you would like to receive a refund for all charges, starting on November 15, When we spoke, I advised you that I waived the early termination and equipment return fees, which leaves you with a zero balanceHowever, I have not found any justification for a refundFurthermore, your account was disconnected, at your request, on September 26, 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,
*** ***
*
July 1, Mr*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On July 1, 2016, we received your complaint, dated June 29, 2016, filed with the Revdex.com You expressed concern with the takedown of the Tribune Broadcasting Company channelsYou said that this takedown violates the contractual agreementYou also indicated that the contract you received doesn’t contain your signatureYou requested that we release you from your contract When we spoke, I informed you that we are still working on reaching an agreement with Tribune Broadcasting Company so that we can return their channelsBecause we don’t own the channels we provide, we have to stipulate in our contractual agreement that programming is subject to changeI offered you a free over-the-air antenna, but you declined Please note, the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. We are unable to meet your request to release you from your contract 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
Dear Ms***: On January 29, 2016, we received your rebuttal, dated January 28, 2016, filed with the Revdex.comYou expressed concern about the level of customer service that you receivedWhile we sincerely regret that your experience did not meet your standards, as DISH Network offered resolutions for each of your issues and as you declined all our offers to help, we are unable to waive your early termination feeIf 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 ###-###-####
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is not my TVThe Technician that came to my house reset my TV to display mode, causing my TV to reset to display mode every secondsThis freezes the TV so you cannot do anything but turn it of then turn it back on which switches the inputs, only to freeze up in seconds againBy the way, the Technician left my TV in this condition, saying he doesn't know why it's doing thatI had to look it up on the Internet and correct the mistake your Technician made! I set the input to the saved changes that were made by your TechnicianMy picture was twice as bad, I adjusted the picture backMy picture quality is maybe 720i! I have all 1080p TV's and I am not receiving the HD quality picture that I was receiving with Direct TV as your sales repInsured I wouldDish network blatantly lied to my face and locked me into a two year contractThis is not only morally wrong but is advertisementWhy would I want to cancel my contract if I was receiving what I was promised? I want out of my contract with no penaltiesYou are a multi million dollar company that should deliver what you promise or give your customers there money back$is not going to bankrupt youIf you want an unhappy customer, you've got one and I will continue to post on social media and speed word of mouth you companies practices and tactics as long as I am locked into your scandalous contract
Dear Mr***: On January 25, 2016, we received your complaint, dated January 22, 2016, filed with the Revdex.comYou said that our technician didn’t install the proper connectors and you were charged $to correct the issueYou indicated that you paid for the non-working
receiver for three monthsYou also expressed concern regarding your local CBS station being taken downYou requested that we waive the $50.00, three months of the additional receiver and the early termination feesWhen we spoke by phone I offered to waive your outstanding balance of $and you agreed to my 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response /* (1000, 4, 2015/05/11) */
May 4,
Ms*** ***
*** *** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 29, 2015, we received your correspondence, dated April 28, 2015, filed
with the Revdex.com
You said that you were told the first payment due for service would be due on May 27,
When we spoke today, I attempted to explain that your billing due date is the 27th of every monthHowever, DISH Network bills for service one month in advanceThe $referral credit that was applied to your account covered the service period of March 22, 2015, through April 21,
The payment you made in the amount of $on April 11, 2015, is for the service period of April 22, 2015, through May 21, I regret any confusion
As a courtesy, I applied a one-month credit of $for the America's Top package
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
*** *** St
Denver, CO
*** ***
Initial Business Response /* (1000, 11, 2015/07/31) */
July 30,
Mr*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the RevDex.com
You stated that when you purchased your DISH Network service from Infinity Sales Group, an independent retail service provider, you were offered our new customer promotional discount for the 24-month term of your contractYou recently received a bill for full priceYou requested that the discount that you were offered for the term of your contract be honored
When we spoke today, I explained that the standard new customer promotional discount is offered for months with a 24-month contractYour recorded sales call was unavailable for review, so as a courtesy, I agreed to extend your promotional discount for the term of your current contractYou accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 13, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
as mentioned dish-network agreed to extend my promotion for the remaining of my contract term
May 12, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On May 11, 2016, we received your complaint, dated May 10, 2016, filed with the Revdex.com You said that you were offered a one-time $credit but you did not receive it When I spoke with Mrs***, she advised me of the hours you would be available and, unfortunately, they do not coincide with my office hours, so she accepted a written response I reviewed your April 3, 2016, call and found the agent did offer a one-time $credit; however, it was never discussed how this amount was calculated or why it would be applied. As you were advised that you would receive the credit, I applied it. Please note that the five monthly $credits were already applied 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 *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc:
March 8, *** *** ***
*** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 6, 2017, we received your complaint, dated March 5, 2017, filed with the Revdex.com You said that DISH Network debited a payment from your bank account after you disconnected your account You indicated in your email to me that your complaint contained all the information you wished to discussAs such, I did not attempt to reach you by phone again As the agent with whom you spoke on March 5, 2017, explained, your account was enrolled in autopay. As automatic payments begin processing prior to the due date, this payment was processed even though your account was disconnected on March 2, A review of your account reveals that your refund is being processed; however, as it was an electronic check payment, DISH Network must hold your payment until the actual funds are in our bank in order to complete your refund. While we sincerely regret any inconvenience this issue may have caused, we are unable to expedite your refund If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** ***
*** *** *** DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/11/03) */
November 2,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 28, 2015, we received your complaint, dated October 27, 2015, filed with
the Revdex.com
You expressed concern with the local stations that are being providedYou would like for DISH Network to provide local stations from Tyler/Longview, TX or to waive your term commitment
Your service was activated on August 20, 2015, with a 24-month commitment
We understand that the reception of local programming services is important to our customers, as these stations provide vital services and information to their local viewershipIt is our sincere desire to provide you with the most relevant and desirable programming availableHowever, DISH Network is required by federal law to provide local programming services according to the Designated Market Area (DMA) in which a customer residesDMA boundaries are established by Nielsen Media Research, and DISH Network is obligated to provide local channels in accordance with these boundaries
When I spoke with you by phone on October 30, 2015, I advised you that we are unable to provide the requested stations because your DMA is Shreveport, LAAs a result, I waived your term commitmentYou will not be charged an early termination fee if you choose to disconnect your service
If there are further questions or concerns about this issue, please feel free to contact me at (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
*** ***
December 14,
Mr*** *** ***
*** ** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear MrDecker:
On December 10, 2015, we received your complaint, dated December 9, 2015, filed with the Revdex.com
My attempts
to contact you by phone at *** *** on December 10, and 14, 2015, were unsuccessful; however, I left three messages
You expressed concern with the unreturned receiver fee that was applied to your accountYou maintain that you returned all four receivers in the same return box
Our records show that only three (a Hopper and two Joeys) of the four receivers on your account were returnedAs a result, you were charged $for an unreturned JoeyThe unreturned LNBF (eye piece on the satellite dish) fee of $was reversed on December 8,
I made an exception and reversed the fee, leaving your account with a zero balance
You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel
If there are further questions or concerns about this issue, please feel free to contact me at *** ***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI accepted the heir resolution,but here is how it truly went the of January dish sent an installer to my house and he could not get service he told me I needed to drill for new wiring with this being said I told him I rent and needed landlord approval The 23rd an inspector came out to quality check the installers workHe was mad that the first guy didn't dnt get me serviceHe proceeded to connect service only to my living room He made an appointment with yet another installer who then got me service to my room and ran wiring all over my house to get service to my son's room.All without drilling for new wiring.Now finally on the 27th I got service to my rooms I was billed on the 2nd of February in the amount of February 17th I was billed at this time I cancelled it because I was told would be a locked in fee for two yearsI cancelled again on the 19th and finally again on the 27th, because I was told I could not cancell in the middle of a billing cycle then the 11th of March they got the new credit card number (fraudulently) and billed me again for Then the 17th of March they billed again for All of the his was resolved only because I filed with you their accounts resolution department people are rude and don't listen at allI have every reason to believe they would never resolved this if they wouldn't have gotten the complaint
Sincerely,
*** ***
Initial Business Response /* (1000, 9, 2015/05/07) */
April 30,
Mrand Mrs*** ***
*** W*** ***
***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Mrand Mrs***:
On April 24, 2015, we received your complaint, dated April
21, 2015, filed with the Revdex.com
You maintain that after the DISH Network installation technician left, one of your Time Warner Cable boxes was missingYou filed a claim with us but the claim was closed and no one has contacted youYou requested to be released from the 24-month commitment
When I spoke with you by telephone today, I explained that your claim cannot be addressed as a damage claim, and it was forwarded to the correct department for further review
I apologized for the customer service you receivedAlthough I am unable to assist you with the claim regarding the Time Warner equipment, in the interest of customer satisfaction, I released you from the 24-month agreementIf you choose to disconnect your service, there will be no early termination fee
However, if you decide to continue with your current service, I have provided HBO, Cinemax, Showtime, Starz and Blockbuster @Home free for monthsThis is a value of $per month
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
August 26, Dear Mrand Mrs***: On August 18, 2016, we received your complaint, dated August 17, 2016, filed with the Revdex.com You indicated that your DISH Network service was cancelled on July 11, 2016, with a balance of $
You received a bill with a past-due balance of $You then received a bill for $1,You expressed concern with this balance and the customer service you received while attempting to resolve it I attempted to contact you on August 22, and 26, 2016, and I left you several voicemails On August 24, 2016, you spoke with one of our representatives who explained the balance on your accountThe balance for service rendered up to the date of your disconnection was $You were then charged an early termination fee and unreturned equipment fees, which left you with an outstanding balance of $1, As you were advised, the unreturned equipment fees will be reversed once the leased equipment is returned If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
Complaint: ***
I am rejecting this response because:For starters, you talked to my wife, not meWhen she answered the phone you met your match with herShe is the holder of master's degree'sYou couldn't ruffle her feathers, you probably found out quickly how sharp she is and you got frustrated and hung upI checked the call log on our iphone You didn't call back, call logs don't lieI get itYou have to make sure you appear to be a caring represetative of Dish NetworkI get itBut you didn't call back. When our contract is up we'll contact Dish and get everything shipped back to your companyAnd the satellite industry continues to wonder why customers are leaving in drovesBeing lied to, receiving bad customer service, and ever increasing hostility towards your customers aren't a good thing for your companyHave a good day!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
August 17,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 13, 2015, we received your complaint, dated August 12, 2015, filed with the
Revdex.com
You stated that you received a $1,bill from DISH NetworkYou indicated that this balance is incorrectYou were charged a higher rate for your service than you were originally quotedAdditionally, you requested a refund for a $payment
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on August 13, and 15, 2015, were unsuccessfulHowever, I left a message and my contact information at (XXX) XXX-XXXXI also sent an email to ***@mail.com (copy enclosed), but I have not received a response
Our records indicate that your account was placed on pause on April 7, 2014, and then restored the same dayAs a result, your promotional credits were removed from your account and you were billed full price for your servicesI have made the necessary adjustment to your account balance
When your service was disconnected on August 16, 2014, you were charged an early termination fee for the TV and internet servicesHowever, your signature was not captured electronically on your contracts so, as a courtesy, I waived your early termination fees
As a result of the adjustment I have provided, your account balance has been reduced from $1,to $The remaining balance is for services provided and the leased equipment that you were required to return
We will require additional information regarding the $refund that you requested in your complaint
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
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Ms***: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.comYou said that when you closed your account with DISH Network, you paid the final balanceHowever, you recently received a bill which you would like to dispute
You requested that the balance be waived from your accountWhen we spoke I told you that I have waived the charges on your DISH Network account, which now 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
July 17, *** *** ***
** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On July 5, 2017, we received your complaint, dated June 28, 2017, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your accountYou maintain that you did not receive the bundled monthly rate you were promised Your DISH Network service was activated on May 5, 2017, with a 24-month commitment through ***Please be advised that the term commitment applies to our service only and does not include internet and/or phone services as a bundle The monthly rate for your DISH Network service was $Since your account was bundled with ***, our service charges were sent to them for billing purposesHowever, as *** is a separate company, we are unable to verify what the monthly rate for their services was, or your overall bundled rate A review of the sales call found that you were provided with the correct monthly rate for your DISH Network service Your service was disconnected on June 27, Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged a $equipment return fee When I spoke with you by phone today, I advised you that the early termination fee is valid If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 8, Mr*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com You indicated that when you disconnected your service, the agent told you over the phone that he was removing the $balanceHowever, he did not, and now you can’t establish a new account and it has been sent to collections When I spoke with you by telephone today, I advised you that I removed the balance and notified collections to remove the account from your credit report If there are further questions or concerns about this issue, please feel free to contact me at (*** *** Sincerely, Gerri S*** 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 EFlorida Avenue, Suite Denver, CO *** ***
Tell us why here...October 6, 2016 Dear Ms***: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com. You said that when you added a receiver to your account, you didn’t agree to a new contract
However, when you called to cancel your account you were told you were still under a contractYou also said that your service was cancelled without your permissionYou requested that we waive the early termination fee and you would like to receive a refund for all charges, starting on November 15, When we spoke, I advised you that I waived the early termination and equipment return fees, which leaves you with a zero balanceHowever, I have not found any justification for a refundFurthermore, your account was disconnected, at your request, on September 26, 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,
*** ***
*
July 1, Mr*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On July 1, 2016, we received your complaint, dated June 29, 2016, filed with the Revdex.com You expressed concern with the takedown of the Tribune Broadcasting Company channelsYou said that this takedown violates the contractual agreementYou also indicated that the contract you received doesn’t contain your signatureYou requested that we release you from your contract When we spoke, I informed you that we are still working on reaching an agreement with Tribune Broadcasting Company so that we can return their channelsBecause we don’t own the channels we provide, we have to stipulate in our contractual agreement that programming is subject to changeI offered you a free over-the-air antenna, but you declined Please note, the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. We are unable to meet your request to release you from your contract 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
Dear Ms***: On January 29, 2016, we received your rebuttal, dated January 28, 2016, filed with the Revdex.comYou expressed concern about the level of customer service that you receivedWhile we sincerely regret that your experience did not meet your standards, as DISH Network offered resolutions for each of your issues and as you declined all our offers to help, we are unable to waive your early termination feeIf 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 ###-###-####