Initial Business Response /* (1000, 5, 2015/08/10) */
August 5,
Mr*** ***
XXXXX EHunter Ct
Laotto, IN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the
Revdex.com
You disputed the early termination fee associated with your dishNET account
I attempted to reach you at (XXX) XXX-XXXX on July 31, 2015, and August and 4, 2015, and I left three voicemails
In my last message, I advised you that our sales disclosures and customer agreement provide for the data caps to which you referEnclosed is a copy of your dishNET agreement for your records
Please note that the early termination fee is DISH Network's attempt to recoup losses incurred initiating and installing your serviceAs much of our cost for the service is up front, we are unable to provide a trial period
As you agreed to the terms of the dishNET customer agreement and 24-month commitment, and as you received the benefits of both, we are unable to waive your early termination fee
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite the contract, the services provided by Dish were less than adequateI have not seen such poor service since dial-upI returned the voicemails I received from *** and the calls have stopped from ***
I am not asking for a full refund on my service time with DishThe monthly amount I paid was absurd for the service received and I made attempts to complain about the service I receivedI still have Dish television services as they are currently on hold as I have recently moved from my prior residenceHowever, that can be cancelled as well and I will no longer be a Dish customer
I believe in the philosophy that the customer is always right, with or without a contractAs I said, I'm not asking for a full refund of my serviceI am merely requesting a refund for the early termination fee
Please reconsider the decision to deny a refund and please do what's in the best interest of the customerThank you
Final Business Response /* (4000, 9, 2015/08/31) */
August 24,
***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your rebuttal, dated August 14, 2015, filed with the Revdex.com
You maintain that you experienced poor internet service and you requested a refund of your internet early termination fee
I attempted to reach you on August 20, and 24, 2015, and I left two voicemailsMy calls on August 21, 2015, failed to connect so I was unable to leave a message
In my last message, I advised you that our records do not indicate that ongoing technical issues were reported to DISH NetworkAs I explained, your internet service was often throttled due to using more than the allotted amount of data provided by your internet planDISH Network must provide for throttling through our Fair Access Policy
As a courtesy, I waived half ($96.25) of your internet early termination fee
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
December 9, 2016*** *** *** *** *** ** ***Re: Revdex.com Complaint # 8255909085628250-3565937Dear *** ***:On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com.You said that you experienced billing and service
issues You also disputed the payment debited on December 3, 2016, and said that it was to be refunded to you.As you indicated in your voicemail to me that you were unavailable to speak during the day, I advised you in my voicemail that I would respond in writing.Our records show that your DISH Network account has carried a past-due balance since the installation in September When you changed your programming package to the Flex Pack on October 14, 2016, your current balance was $ As I advised you in my message, changing your package does not affect your balance for past service rendered.As your account was disconnected prior to the end of your 24-month commitment, a $early termination fee was applied to your DISH Network account Per the terms of your customer agreement, the early termination fee was debited from the credit or debit card account you provided to qualify for your service While we sincerely regret any inconvenience, as the fee is valid and the credit or debit card debited was the one provided for qualification, we are unable to provide a refund.If there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,*** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** ***Enclosurecc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***If I cancelled the installation, my card should have never been chargedI'm not the first person that this has happened toYou can't charge someone for a service that was cancelledThen when I called I was told the refund would take business days but when I contacted the Revdex.com, my money was credited back to my account immediately
April 15, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On April 13, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You said that your account was restored without your permission and payments were collected from your credit card account. You asked that we waive the balance and remove the debt from our collections agency and your credit report. In addition, you are seeking a refund. When we spoke by phone, I advised you that I will waive the balance and have it removed from our collections agency and your credit report. Please allow up to eight weeks to have your credit report amended. However, I am unable to offer you a refund. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
January 6, 2016 Mr. [redacted] Miami, FL [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: ...
On December 29, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.com. You indicated that you established a bundled account for TV and high speed internet, but the internet service is too slow and it was not suitable for your needs. Therefore, you disconnected the services and disputed the early termination and box return fees. When I spoke with you by telephone today, I apologized for the information you received. I removed both the $280.00 TV early termination fee and the $245.00 internet early termination fee. I submitted a refund of $574.19. DISH Network charges a $10.00 box return shipping fee for the return the leased equipment. These fees are valid. Boxes were delivered on Wednesday, January 6, 2016, at 4:50 pm under UPS tracking number [redacted] Please return the equipment to avoid unreturned equipment fees. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted] Tell us why here...
Initial *usiness Response /* (1000, 4, 2015/05/22) */
May 19, 2015
Mr. [redacted]., Apt. *
[redacted]
Re: [redacted] Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 19, 2015, we received your correspondence, dated May 18, 2015, filed...
with the *etter *usiness *ureau.
You indicated that you were recently required to remove your DISH Network TV service and dishNET internet service, which forced you to disconnect your account prior to completing your contractual commitment. You were billed an early termination fee for each service. You requested that these fees be waived.
In our email correspondence today, I agreed to waive your early termination fees, resolving your account balance. You accepted this resolution.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]
cc: Denver / *oulder *etter *usiness *ureau
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolved satisfactorily as per my request.
Dear Mr. [redacted]: On January 26, 2016, we received your correspondence, dated January 25, 2016, filed with the Revdex.com. You said you cancelled your service due to health issues, and you moved. You disputed the early termination and unreturned equipment fees, and you requested a...
refund. I attempted to reach you at ###-###-#### on January 26, 27 and 28, 2016. I left one voice message. On two occasions there was no option to leave a message. You established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion you authorized DISH Network to access your qualifying credit card account to collect a payment for the early termination and unreturned equipment fees. We sent a ten-day email notification regarding our intent to collect payment for the early termination and unreturned equipment fees on December 31, 2015, to you at [redacted]. This is the email address listed on your account. I made an exception and reversed the $400.00 early termination fee from your account and submitted a refund for the same amount. Please allow five business days for processing. As of today, we have not received the leased equipment. When the equipment is returned the equipment fees of $347.00 will be reversed and a refund will be submitted. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
March 29, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On March 25, 2016, we received your correspondence, dated March 24, 2016, filed with the Revdex.com. You said that you are moving and you requested your service be relocated at no cost. You also provided feedback regarding your customer service experience. When we spoke today, I offered to place your account on DISH Pause at $5.00 per month. I will schedule a free Move-In Deal installation when you are ready to have the service restored. In addition, I will also reinstate your promotional credits. You accepted this resolution and you said you’ll contact me when you’re ready to place the account on hold. During our conversation, you also expressed concern with the $30.00 cancellation fee for the removal of the Protection Plan. Because the plan was active for more than 120 days, no cancellation fee will apply. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 15, 2015
[redacted] 2
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 14, 2015, we received your complaint, dated September 11, 2015,...
filed with the Revdex.com.
You said that you were called and told that a credit of $194.33 would be provided due to the problems you experienced. You asked that we honor what you were told.
When we spoke, I informed you that I reviewed the notes and call recordings for your account and was unable to find this offer. Therefore, I am unable to meet your request for a $194.33 credit.
You said that your account was not closed on June 23, 2015, as requested. I informed you that your account was closed on June 24, 2015, and that I will apply a credit of $7.81 for the extra day of service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per my phone call and confirmation email from [redacted] on 9/17/15 please see below:
Hello [redacted],
As requested, this e-mail is to confirm that you currently have a $0.00 balance on DISH Network account # XXXXXXXXXXXXXXXX.
Your account has also been deleted from the collections agency and a request made to remove any negative credit score impact. This process can take up to 8 weeks to be performed by the credit bureaus.
Thank you.
[redacted]
Corporate Escalations
Direct Phone: XXX-XXX-XXXX
Final Business Response /* (4000, 9, 2015/10/07) */
October 1, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 30, 2015, we received your rebuttal, dated September 29, 2015, filed with the Revdex.com.
You provided an email from Dispute Resolution Specialist Mr. [redacted] that you received regarding your balance.
Mr. Chang applied the credit he agreed to and your DISH Network account now has a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
December 30, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com.
You said that your damage...
claim has not been resolved and you expressed concern about the level of customer service that you received.
When we spoke, I advised you that I contacted our Corporate Field Resolutions (CFR) Team to request that your case manager contact you as soon as possible.
We sincerely regret any inconvenience this issue may have caused and we appreciate your patience.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
[redacted]
April 1, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 30, 2016, we received your complaint, dated April 29, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied for the disconnection of service. You maintain that the technician who installed the service at your new residence advised your wife that your contract would not be extended. Please be advised that the technicians are unaware of any promotional terms that are discussed by the customer and our representatives by phone. Our records show that you were enrolled in a 24-month commitment on December 2, 2015, when your equipment was upgraded through our DISH’n It Up promotion. A review of the customer service call recording on November 24, 2015, revealed that the term commitment was disclosed and your wife agreed to it. Your service was canceled on March 28, 2016. Since your term commitment was not fulfilled, an early termination fee of $420.00 was applied to your account. When I spoke with you by phone on March 30, 2016, I advised you that I made an exception and waived the early termination fee. I also submitted a refund of $425.15 to your credit card account. Please allow three to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
*
December 5, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On November 28, 2017, we received your complaint, dated November 27, 2017, filed with the Revdex.com. You expressed concern with blackouts on sporting events and you requested to be released from your commitment. When I spoke with you by telephone today, I advised you that DISH Network does not determine these stipulations. Blackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-75 mile radius) is likely to be blacked out for that event. · National vs. Local Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights. If you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on [redacted]. · Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games. I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue. As an exception, I released you from your commitment and the associated early termination fee. Please note that although you do not have a commitment to DISH Network, you may continue to receive our service. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/07/08) */
July 1, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 26, 2015, we received your complaint, dated June 3, 2015, filed with the...
Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on June 29 and 30, 2015, and on July 1, 2015. I left three messages.
You expressed concern that you were required to upgrade your DISH Network equipment when yours became obsolete. You were enrolled in a 24-month commitment and when you disconnected the service, a $220.00 early termination fee was applied to your account. You indicated that this account has been sent to collections.
I removed the $220.00 early termination fee. However, there was a $146.84 balance for service rendered which was past due. Once an account is past due more than 87 days, it is referred to collections. The account has been brought current and there is now a zero balance. Additionally, I submitted a refund for the payment you made on June 29, 2015.
Your credit report will be updated.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
September 14, 2016 Dear Ms. [redacted]: On September 6, 2016, we received your correspondence, dated September 2, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting (owner of KCPQ) takedown. You maintain you were...
unaware of the 24-month term commitment when you initiated the DISH’n It Up (DIU) promotion. You mentioned that you have yet to receive a copy of your agreement for review. We are pleased to announce that DISH Network and Tribune Broadcasting have reached a long-term agreement and KCPQ was restored on September 3, 2016. When we spoke on September 13, 2016, I advised you that I made an exception and waived your early termination fee. I enclosed a copy of your signed DIU agreement for your records. You informed me that you will keep the service active, and you provided feedback regarding the customer service you experienced. 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, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Tell us why here...February 8, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 8, 2018, we received your complaint, dated January 28, 2018, filed with the Revdex.com. You expressed concern with DISH Network’s request to return the LNBF (eye piece on the satellite dish). You indicated that it is located on your roof and you are unable to access it. Our records confirm that your service was disconnected on January 14, 2018, as you requested. At that time, you were left with a balance of $72.24 for services and two equipment return fees ($12.00 each). Enclosed is a copy of your agreement wherein it details our Equipment Return policy and discloses the equipment return fees. As a courtesy, I reversed the equipment return fees from your account. This will leave you with a balance of $46.80. As the LNBF is not accessible, you do not need to return it and you will not be charged for it. Please return the receivers (Hopper, Super Joey and Joey) and remotes to avoid unreturned equipment fees. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT(720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 15, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On November 27, 2017, we received your complaint, dated November 23, 2017, filed with the Revdex.com. I attempted to contact you at [redacted] on December 6, and 13, 2017, and I left two messages. I also sent an email to [redacted] with a request to contact me. You left me a message that this is resolved and that I do not need to call back. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest-priced all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, may experience an interruption of service during negotiations. Since we were in negotiations with [redacted], their channels were removed on November 20, 2017. However, an agreement was reached on November 23, 2017, and the channels were restored. Please note that DISH Network reserves the right to change programming, prices and packages. Enclosed is a copy of the Digital Home Advantage agreement. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/07/23) */
July 22, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 17, 2015, we received your correspondence, dated July 16, 2015, filed with the Better...
Business Bureau.
You maintain DISH Network provided you with a $525.00 refund because you were unable to receive a signal. You said you returned the leased equipment to DISH Network, and you expressed concern with the collection attempts.
When we spoke on July 21, 2015, I advised you that we have no record of the refund you described. However, our records indicate that the internet and DISH'n It Up early termination fees were waived. I regret any confusion.
I explained that your service was disconnected on June 20, 2014, and on this date the balance due for service rendered was $93.13. On July 4, 2014, the leased equipment was returned to DISH Network and two $17.00 box return fees and tax were applied, making the balance due $129.17. This balance was sent to collections on July 29, 2014.
Our records show that we have sent a monthly billing statement to your address and partial payments of $10.00 were made. I have enclosed copies of your bills from July 2014 through July 2015 for your review. The balance now due is $29.17. I made an exception and reversed the balance from your account.
As of July 21, 2015, your DISH Network account is at a zero balance. I have requested that the information be removed from your credit report. Please allow eight weeks for processing with the credit bureaus.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:[redacted], You are correct you reached out to me on 4/21. I was tied up as indicated. I did return your calls and left a message on your voice mail on both 4/24 and 5/1 per my documentation and phone records. I have never received a call from you in March as indicated by your letter? Let's get past the 95.00 fee for a technician. In my mind it is water under the bridge. I want focus on the poor reception I have gotten from your service from August 2014 on. I apologize, your technical support shows zero records of me calling in. I do view this though as not my fault. I had called in on 8-10 occasions prior with the same complaint since August of 2014. I was always told this was an obstruction of my satellite or weather. Please note also called in the day prior to our April 2nd conversation, so yes on 4/1 and again not documented by Dish technical support? This still shows up on my recent calls on my cell phone? So I am not here to solve why Dish support team is not documenting calls. I think that is something for them to solve. I do want you to understand the reception was awful. I did call in many times always to be told there must be an obstruction or weather. Upon Dish's repair tech, the satellite was not initially installed correctly and this was the root cause for the lack of reception. He stated specifically the base was never anchored properly to the house cause the satellite to flex or move in the wind or other weather related issues. Since the visit there has been zero issues with reception. So the issue was very clear, and the root caused as communicated by your agent was faulty installation. Quite clearly this was not my fault. I expect reimbursement for this error made by your initial tech. I think I am being more than fair with my request. I did occasionally get to watch programming, but there were often times I did not due to the faulty install. I find the $20 insulting, as well as your customer service who also stated that if I would of just gotten the 8.95 per month support plan I would not have this problem. My response is no, if you would have installed this correctly in the firs place I would of never had this issue.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On July 1, 2016, we received your complaint, dated June 28, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on July 1, 5 and 6, 2016, were unsuccessful; however, I left three messages. You expressed concern with the box return fee that was applied to your account. Per our Residential Customer Agreement, DISH Network will send you a return label and empty box to return the leased equipment. A $10.00 box return fee applies for each return label and box sent. As a result, you were charged $10.00 on June 28, 2016. As a courtesy, I removed the fee from your account, leaving a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C.
Complaint: [redacted]
I am rejecting this response because: I have provided information to Dish way more than just one time. This has been dragging on for what seems forever and quite frankly I am fed up. Looking into another provider as we speak.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/10) */
August 5,
Mr*** ***
XXXXX EHunter Ct
Laotto, IN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the
Revdex.com
You disputed the early termination fee associated with your dishNET account
I attempted to reach you at (XXX) XXX-XXXX on July 31, 2015, and August and 4, 2015, and I left three voicemails
In my last message, I advised you that our sales disclosures and customer agreement provide for the data caps to which you referEnclosed is a copy of your dishNET agreement for your records
Please note that the early termination fee is DISH Network's attempt to recoup losses incurred initiating and installing your serviceAs much of our cost for the service is up front, we are unable to provide a trial period
As you agreed to the terms of the dishNET customer agreement and 24-month commitment, and as you received the benefits of both, we are unable to waive your early termination fee
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite the contract, the services provided by Dish were less than adequateI have not seen such poor service since dial-upI returned the voicemails I received from *** and the calls have stopped from ***
I am not asking for a full refund on my service time with DishThe monthly amount I paid was absurd for the service received and I made attempts to complain about the service I receivedI still have Dish television services as they are currently on hold as I have recently moved from my prior residenceHowever, that can be cancelled as well and I will no longer be a Dish customer
I believe in the philosophy that the customer is always right, with or without a contractAs I said, I'm not asking for a full refund of my serviceI am merely requesting a refund for the early termination fee
Please reconsider the decision to deny a refund and please do what's in the best interest of the customerThank you
Final Business Response /* (4000, 9, 2015/08/31) */
August 24,
***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your rebuttal, dated August 14, 2015, filed with the Revdex.com
You maintain that you experienced poor internet service and you requested a refund of your internet early termination fee
I attempted to reach you on August 20, and 24, 2015, and I left two voicemailsMy calls on August 21, 2015, failed to connect so I was unable to leave a message
In my last message, I advised you that our records do not indicate that ongoing technical issues were reported to DISH NetworkAs I explained, your internet service was often throttled due to using more than the allotted amount of data provided by your internet planDISH Network must provide for throttling through our Fair Access Policy
As a courtesy, I waived half ($96.25) of your internet early termination fee
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
December 9, 2016*** *** *** *** *** ** ***Re: Revdex.com Complaint # 8255909085628250-3565937Dear *** ***:On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com.You said that you experienced billing and service
issues You also disputed the payment debited on December 3, 2016, and said that it was to be refunded to you.As you indicated in your voicemail to me that you were unavailable to speak during the day, I advised you in my voicemail that I would respond in writing.Our records show that your DISH Network account has carried a past-due balance since the installation in September When you changed your programming package to the Flex Pack on October 14, 2016, your current balance was $ As I advised you in my message, changing your package does not affect your balance for past service rendered.As your account was disconnected prior to the end of your 24-month commitment, a $early termination fee was applied to your DISH Network account Per the terms of your customer agreement, the early termination fee was debited from the credit or debit card account you provided to qualify for your service While we sincerely regret any inconvenience, as the fee is valid and the credit or debit card debited was the one provided for qualification, we are unable to provide a refund.If there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,*** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** ***Enclosurecc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***If I cancelled the installation, my card should have never been chargedI'm not the first person that this has happened toYou can't charge someone for a service that was cancelledThen when I called I was told the refund would take business days but when I contacted the Revdex.com, my money was credited back to my account immediately
April 15, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On April 13, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You said that your account was restored without your permission and payments were collected from your credit card account. You asked that we waive the balance and remove the debt from our collections agency and your credit report. In addition, you are seeking a refund. When we spoke by phone, I advised you that I will waive the balance and have it removed from our collections agency and your credit report. Please allow up to eight weeks to have your credit report amended. However, I am unable to offer you a refund. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
January 6, 2016 Mr. [redacted] Miami, FL [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: ...
On December 29, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.com. You indicated that you established a bundled account for TV and high speed internet, but the internet service is too slow and it was not suitable for your needs. Therefore, you disconnected the services and disputed the early termination and box return fees. When I spoke with you by telephone today, I apologized for the information you received. I removed both the $280.00 TV early termination fee and the $245.00 internet early termination fee. I submitted a refund of $574.19. DISH Network charges a $10.00 box return shipping fee for the return the leased equipment. These fees are valid. Boxes were delivered on Wednesday, January 6, 2016, at 4:50 pm under UPS tracking number [redacted] Please return the equipment to avoid unreturned equipment fees. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted] Tell us why here...
Initial *usiness Response /* (1000, 4, 2015/05/22) */
May 19, 2015
Mr. [redacted]., Apt. *
[redacted]
Re: [redacted] Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 19, 2015, we received your correspondence, dated May 18, 2015, filed...
with the *etter *usiness *ureau.
You indicated that you were recently required to remove your DISH Network TV service and dishNET internet service, which forced you to disconnect your account prior to completing your contractual commitment. You were billed an early termination fee for each service. You requested that these fees be waived.
In our email correspondence today, I agreed to waive your early termination fees, resolving your account balance. You accepted this resolution.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]
cc: Denver / *oulder *etter *usiness *ureau
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolved satisfactorily as per my request.
Dear Mr. [redacted]: On January 26, 2016, we received your correspondence, dated January 25, 2016, filed with the Revdex.com. You said you cancelled your service due to health issues, and you moved. You disputed the early termination and unreturned equipment fees, and you requested a...
refund. I attempted to reach you at ###-###-#### on January 26, 27 and 28, 2016. I left one voice message. On two occasions there was no option to leave a message. You established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion you authorized DISH Network to access your qualifying credit card account to collect a payment for the early termination and unreturned equipment fees. We sent a ten-day email notification regarding our intent to collect payment for the early termination and unreturned equipment fees on December 31, 2015, to you at [redacted]. This is the email address listed on your account. I made an exception and reversed the $400.00 early termination fee from your account and submitted a refund for the same amount. Please allow five business days for processing. As of today, we have not received the leased equipment. When the equipment is returned the equipment fees of $347.00 will be reversed and a refund will be submitted. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
March 29, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On March 25, 2016, we received your correspondence, dated March 24, 2016, filed with the Revdex.com. You said that you are moving and you requested your service be relocated at no cost. You also provided feedback regarding your customer service experience. When we spoke today, I offered to place your account on DISH Pause at $5.00 per month. I will schedule a free Move-In Deal installation when you are ready to have the service restored. In addition, I will also reinstate your promotional credits. You accepted this resolution and you said you’ll contact me when you’re ready to place the account on hold. During our conversation, you also expressed concern with the $30.00 cancellation fee for the removal of the Protection Plan. Because the plan was active for more than 120 days, no cancellation fee will apply. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 15, 2015
[redacted] 2
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 14, 2015, we received your complaint, dated September 11, 2015,...
filed with the Revdex.com.
You said that you were called and told that a credit of $194.33 would be provided due to the problems you experienced. You asked that we honor what you were told.
When we spoke, I informed you that I reviewed the notes and call recordings for your account and was unable to find this offer. Therefore, I am unable to meet your request for a $194.33 credit.
You said that your account was not closed on June 23, 2015, as requested. I informed you that your account was closed on June 24, 2015, and that I will apply a credit of $7.81 for the extra day of service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per my phone call and confirmation email from [redacted] on 9/17/15 please see below:
Hello [redacted],
As requested, this e-mail is to confirm that you currently have a $0.00 balance on DISH Network account # XXXXXXXXXXXXXXXX.
Your account has also been deleted from the collections agency and a request made to remove any negative credit score impact. This process can take up to 8 weeks to be performed by the credit bureaus.
Thank you.
[redacted]
Corporate Escalations
Direct Phone: XXX-XXX-XXXX
Final Business Response /* (4000, 9, 2015/10/07) */
October 1, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 30, 2015, we received your rebuttal, dated September 29, 2015, filed with the Revdex.com.
You provided an email from Dispute Resolution Specialist Mr. [redacted] that you received regarding your balance.
Mr. Chang applied the credit he agreed to and your DISH Network account now has a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
December 30, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com.
You said that your damage...
claim has not been resolved and you expressed concern about the level of customer service that you received.
When we spoke, I advised you that I contacted our Corporate Field Resolutions (CFR) Team to request that your case manager contact you as soon as possible.
We sincerely regret any inconvenience this issue may have caused and we appreciate your patience.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
[redacted]
April 1, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 30, 2016, we received your complaint, dated April 29, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied for the disconnection of service. You maintain that the technician who installed the service at your new residence advised your wife that your contract would not be extended. Please be advised that the technicians are unaware of any promotional terms that are discussed by the customer and our representatives by phone. Our records show that you were enrolled in a 24-month commitment on December 2, 2015, when your equipment was upgraded through our DISH’n It Up promotion. A review of the customer service call recording on November 24, 2015, revealed that the term commitment was disclosed and your wife agreed to it. Your service was canceled on March 28, 2016. Since your term commitment was not fulfilled, an early termination fee of $420.00 was applied to your account. When I spoke with you by phone on March 30, 2016, I advised you that I made an exception and waived the early termination fee. I also submitted a refund of $425.15 to your credit card account. Please allow three to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
*
December 5, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On November 28, 2017, we received your complaint, dated November 27, 2017, filed with the Revdex.com. You expressed concern with blackouts on sporting events and you requested to be released from your commitment. When I spoke with you by telephone today, I advised you that DISH Network does not determine these stipulations. Blackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-75 mile radius) is likely to be blacked out for that event. · National vs. Local Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights. If you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on [redacted]. · Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games. I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue. As an exception, I released you from your commitment and the associated early termination fee. Please note that although you do not have a commitment to DISH Network, you may continue to receive our service. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/07/08) */
July 1, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 26, 2015, we received your complaint, dated June 3, 2015, filed with the...
Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on June 29 and 30, 2015, and on July 1, 2015. I left three messages.
You expressed concern that you were required to upgrade your DISH Network equipment when yours became obsolete. You were enrolled in a 24-month commitment and when you disconnected the service, a $220.00 early termination fee was applied to your account. You indicated that this account has been sent to collections.
I removed the $220.00 early termination fee. However, there was a $146.84 balance for service rendered which was past due. Once an account is past due more than 87 days, it is referred to collections. The account has been brought current and there is now a zero balance. Additionally, I submitted a refund for the payment you made on June 29, 2015.
Your credit report will be updated.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
September 14, 2016 Dear Ms. [redacted]: On September 6, 2016, we received your correspondence, dated September 2, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting (owner of KCPQ) takedown. You maintain you were...
unaware of the 24-month term commitment when you initiated the DISH’n It Up (DIU) promotion. You mentioned that you have yet to receive a copy of your agreement for review. We are pleased to announce that DISH Network and Tribune Broadcasting have reached a long-term agreement and KCPQ was restored on September 3, 2016. When we spoke on September 13, 2016, I advised you that I made an exception and waived your early termination fee. I enclosed a copy of your signed DIU agreement for your records. You informed me that you will keep the service active, and you provided feedback regarding the customer service you experienced. 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, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Tell us why here...February 8, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 8, 2018, we received your complaint, dated January 28, 2018, filed with the Revdex.com. You expressed concern with DISH Network’s request to return the LNBF (eye piece on the satellite dish). You indicated that it is located on your roof and you are unable to access it. Our records confirm that your service was disconnected on January 14, 2018, as you requested. At that time, you were left with a balance of $72.24 for services and two equipment return fees ($12.00 each). Enclosed is a copy of your agreement wherein it details our Equipment Return policy and discloses the equipment return fees. As a courtesy, I reversed the equipment return fees from your account. This will leave you with a balance of $46.80. As the LNBF is not accessible, you do not need to return it and you will not be charged for it. Please return the receivers (Hopper, Super Joey and Joey) and remotes to avoid unreturned equipment fees. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT(720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 15, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On November 27, 2017, we received your complaint, dated November 23, 2017, filed with the Revdex.com. I attempted to contact you at [redacted] on December 6, and 13, 2017, and I left two messages. I also sent an email to [redacted] with a request to contact me. You left me a message that this is resolved and that I do not need to call back. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest-priced all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, may experience an interruption of service during negotiations. Since we were in negotiations with [redacted], their channels were removed on November 20, 2017. However, an agreement was reached on November 23, 2017, and the channels were restored. Please note that DISH Network reserves the right to change programming, prices and packages. Enclosed is a copy of the Digital Home Advantage agreement. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/07/23) */
July 22, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 17, 2015, we received your correspondence, dated July 16, 2015, filed with the Better...
Business Bureau.
You maintain DISH Network provided you with a $525.00 refund because you were unable to receive a signal. You said you returned the leased equipment to DISH Network, and you expressed concern with the collection attempts.
When we spoke on July 21, 2015, I advised you that we have no record of the refund you described. However, our records indicate that the internet and DISH'n It Up early termination fees were waived. I regret any confusion.
I explained that your service was disconnected on June 20, 2014, and on this date the balance due for service rendered was $93.13. On July 4, 2014, the leased equipment was returned to DISH Network and two $17.00 box return fees and tax were applied, making the balance due $129.17. This balance was sent to collections on July 29, 2014.
Our records show that we have sent a monthly billing statement to your address and partial payments of $10.00 were made. I have enclosed copies of your bills from July 2014 through July 2015 for your review. The balance now due is $29.17. I made an exception and reversed the balance from your account.
As of July 21, 2015, your DISH Network account is at a zero balance. I have requested that the information be removed from your credit report. Please allow eight weeks for processing with the credit bureaus.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:[redacted], You are correct you reached out to me on 4/21. I was tied up as indicated. I did return your calls and left a message on your voice mail on both 4/24 and 5/1 per my documentation and phone records. I have never received a call from you in March as indicated by your letter? Let's get past the 95.00 fee for a technician. In my mind it is water under the bridge. I want focus on the poor reception I have gotten from your service from August 2014 on. I apologize, your technical support shows zero records of me calling in. I do view this though as not my fault. I had called in on 8-10 occasions prior with the same complaint since August of 2014. I was always told this was an obstruction of my satellite or weather. Please note also called in the day prior to our April 2nd conversation, so yes on 4/1 and again not documented by Dish technical support? This still shows up on my recent calls on my cell phone? So I am not here to solve why Dish support team is not documenting calls. I think that is something for them to solve. I do want you to understand the reception was awful. I did call in many times always to be told there must be an obstruction or weather. Upon Dish's repair tech, the satellite was not initially installed correctly and this was the root cause for the lack of reception. He stated specifically the base was never anchored properly to the house cause the satellite to flex or move in the wind or other weather related issues. Since the visit there has been zero issues with reception. So the issue was very clear, and the root caused as communicated by your agent was faulty installation. Quite clearly this was not my fault. I expect reimbursement for this error made by your initial tech. I think I am being more than fair with my request. I did occasionally get to watch programming, but there were often times I did not due to the faulty install. I find the $20 insulting, as well as your customer service who also stated that if I would of just gotten the 8.95 per month support plan I would not have this problem. My response is no, if you would have installed this correctly in the firs place I would of never had this issue.
Sincerely,
[redacted]
July 7, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 1, 2016, we received your complaint, dated June 28, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on July 1, 5 and 6, 2016, were unsuccessful; however, I left three messages. You expressed concern with the box return fee that was applied to your account. Per our Residential Customer Agreement, DISH Network will send you a return label and empty box to return the leased equipment. A $10.00 box return fee applies for each return label and box sent. As a result, you were charged $10.00 on June 28, 2016. As a courtesy, I removed the fee from your account, leaving a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C.
Complaint: [redacted]
I am rejecting this response because: I have provided information to Dish way more than just one time. This has been dragging on for what seems forever and quite frankly I am fed up. Looking into another provider as we speak.
Sincerely,
[redacted]