[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You said that you were told your account had been flagged due to the amount of calls you make for customer service, and because of your past-due billing. You expressed concern with an offer made to you by DISH Network and our requests that you refrain from making excessive contacts or demands to our Customer Service Department. Over the past 12 months (beginning in January 2015), DISH Network has provided you with account credits totaling $493.79. As a result, your account has been identified due to the repeated and excessive requests for service credits or discounts. During this same period you have been delinquent on your payments, and your account was interrupted for non-payment six times. DISH strives to provide the best value and service, but your repeated contacts to our Customer Service Department impact our ability to provide best in class customer service to all of our customers. As a result DISH Network was willing to offer you 30% off your core programming costs for the next five years. This is a significant discount which we would only offer in order to prevent further unnecessary customer service requests or non-payments. As a condition of this offer, we asked that you limit all unnecessary contact with our Customer Service Department. While live agents are always here for you if you experience technical issues, we asked that you not call DISH Network more than one time per month for non-technical reasons. DISH Network strives every day to provide our customers with the best pay television experience at a reasonable rate. While we are proud of our overall customer satisfaction, in rare instances we are, regrettably, unable to accommodate the needs of all of our customers. Our records reflect that you declined our offer; therefore, no additional discount will be extended to you. 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. [redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 David Laslo
Complaint: [redacted]
I am rejecting this response because:Although you have left messages I left specific instructions that I work 3rd shift and need a call before 9am. all messages have been left after 1pm.The issue just isn't with my laptop. It is with my desktop and my phone. It cannot contact my DVR. I have said this to all the support personnel and they can't seem to help. I think it is the DVR itself because I am not having any issues with my internet and my works internet is stable as well. Plus I never had an issue with viewing it remotely until the last few months. But all I get from the support staff is a run around and never any real trouble shooting. I pay for service every month on a dvr (which I don't own) which I think is a scam. Why should I be paying service for your equipment. But yet nothing is fixed. My email address is [email protected] it is easier to contact me because of working hours.
Sincerely,
[redacted]
September 22, 2016 Dear Ms. [redacted]: On September 20, 2016, we received your correspondence, dated September 19, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on September 20, 21 and 22, 2016. I left three voice messages. You disagreed with my letter response. You disputed the monthly billing and maintain you were not informed that the promotional credits were forfeited when you restarted your service. In addition, you provided feedback regarding the customer service you received from the technician. You established your service with the following: · America’s Top 200 package $74.99 · DVR service $12.00 · Two Joey receivers $14.00 ($7.00 per Joey) The total monthly billing rate before tax and discounts is $110.99. We provided you with a $12.00 discount for 24 months. In addition, because you enrolled in eAutoPay a $10.00 monthly credit was applied. These credits made the monthly rate $88.99 plus tax. Please note that we offer free premium channels for three months to all customers who agree to the 24-month term commitment. Your bill fluctuated as partial payments were made, causing a balance to carry over and payments were reversed. When the payment was reversed in October 2015, the eAutoPay and the $10.00 monthly credit were removed from your account. Although eAutoPay was not reapplied, as a courtesy, a $10.00 monthly credit was added to your account for four months starting January 2016. Your account was disconnected due to nonpayment prior to the promotional fulfillment date, causing an early termination fee and equipment return fees to apply. The promotional credits were forfeited due to the disconnection of service. I reviewed your recorded call from May 22, 2016 (the date your service was restarted). Per your request, our agent restarted your service and they advised you that the monthly billing rate was $126.99, as you added the $8.00 Protection Plan. You agreed to this monthly rate. The agent also scheduled a free technician visit to reconnect your equipment. On this same call, the early termination and unreturned equipment fees were reversed. Your account was once more disconnected for nonpayment on August 12, 2016, causing the early termination fee of $240.00 and two $10.00 equipment return fees to apply. The billing is accurate and we ask that the balance of $893.99 be paid for service rendered, and the early termination and equipment return fees. Please know that your concerns regarding the technician were reported to the appropriate personnel for internal review on July 25, 2015. 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, 6:00 am to 2:30 pm MST ###-###-####
[redacted] Dear Ms. [redacted]: On September 29, 2017, we received your complaint, dated September 28, 2017, filed with the Revdex.com. You expressed concern with the $10.00 cost for a technician visit to resolve your technical issues. You indicated that you are unable to pay the fee until October 1, 2017. When I contacted you by phone on October 3, 2017, you were unable to discuss your concerns. Our records show that you contacted us on September 29, 2017, and paid the $10.00 fee to schedule a technician visit. The technician visit was completed on September 30, 2017. I applied a credit of $67.03 to your account for the time you were without service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Dear [redacted]: On August 18, 2017, we received your complaint, dated August 17, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you were promised the [redacted] for free when you contacted us to disconnect your service. You stated that based on that promise, you agreed to an additional term commitment. Please be advised that DISH Network does not carry the [redacted]. Your DISH Network service was activated on March 14, 2017, with a 24-month commitment. On June 4, 2017, you were enrolled in a new 24-month commitment when your equipment was upgraded through our DISH’n It Up promotion. Although you stated that you contacted us in May 2017 to cancel your service, our records do not show this. We show that you contacted us on April 4, 2017. A review of this call found that you contacted us to inquire on how much it would cost to disconnect your service because you had received an offer for [redacted] that included the [redacted] for free. You also mentioned that although our Multi-Sport package had been added to your account for you to receive sports, it was only provided for three months free. Our agent then offered you the Multi-Sport package free for a year. You accepted and chose to keep your DISH Network service. The call review did not find that our agent offered or promised to provide you with the [redacted]. The calls that I reviewed from May and June 2017 also did not find that the [redacted] was promised. You contacted us to inquire about the addition of internet service, programming changes and the equipment upgrade. When I spoke with you by phone on August 22, 2017, I advised you that we are unable to honor your request to waive or reduce the early termination fee. You also expressed dissatisfaction with the customer service you received. We appreciate that you brought this matter to our attention so 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: In the last email communication we had, on February 5, I told you I've already sent the equipment via USPS Priority Mail to an address given by an AFNI customer service representative I spoke with on February 1, 2016 and also gave you both the address that was given to me and the Tracking Number: Dish NetworkRe: Equipment ReturnsDish Network Account Number: 8[redacted]774347[redacted]
The tracking number is 9534[redacted], on USPS. The ETA is Tuesday, February 16. The last time you messaged me you said you had the tracking information and that, as soon as the items arrived to Texas, I would get my money back. The full balance of $106.57, as shown in my bank statement (I'm also sending them to the Revdex.com as evidence).I also asked about how much time I should wait until a full refund is issued. Nowhere in our email communications I accepted I would wait for the third (or fourth, I don't know) attempt to get equipment return materials from you. I just want the items sent back to you and to get my money back. I followed the instructions given to me and proceeded as instructed to. I'm also monitoring the shipment of the equipment and would like to have my money back as soon as possible.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/13) */
October 6, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 5, 2015, we received your complaint, dated October 2, 2015,...
filed with the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You maintain that you experienced unresolved technical issues and you were told there was a 30-day free trial period.
Your service was activated on September 16, 2015, with a 24-month commitment. Please be advised that DISH Network does not offer a free trial period.
Our records reveal that we offered to schedule a technician visit to address your technical issues; however, you declined.
When I spoke with you by phone on October 5, 2015, I advised you that I made an exception and waived your term commitment and the associated early termination fee. As you requested, I scheduled your service to be disconnected on October 9, 2015.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 9, 2015/05/15) */
May 14, 2015
Mr. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 12, 2015, we received your complaint, dated May 11, 2015, filed with the...
Revdex.com. My attempts to reach you by phone on May 12, 13 and 14, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that your request to change the name on your account has not been met. You were under the impression that the change took place when you upgraded your equipment.
I have updated your account to reflect the name change. You are now responsible for the service.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[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]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
all I was looking for was to change the account to my name since I was divorced and my wife deported they gave me such a hard time to a customer over 5 yrs of service. they need to work on there customer service better since I talked to three supervisors with no help
if its in my name I am good now [redacted]
Complaint: [redacted]
I am rejecting this response because: At this time I don't see a resolution. I'm currently looking into other cable tv providers. I'll also be reaching out to other agency's with my concerns with Dish networks Advertising practices. I appreciate the attempts of the Revdex.com to resolve this issue it's just not resolvable. This case can be marked as rejected and closed as this back and forth will get nowhere. Dish will continue their advertising practices, as well as releasing software "upgrades" that all but force users to renew contracts to get upgraded workable hardware. It's just the way of the world. Customer loyalty is dead. Thank you to everyone involved. Just going to have to agree to disagree.
Sincerely,
[redacted]
August 16, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your correspondence filed with the Revdex.com. You indicated you were to receive a monthly rate of $65.00, a $100.00 gift card, and a next-day installation. You requested additional...
credits and compensation for your time. I reviewed your sales call from August 4, 2016, and found that you spoke with a sales agent and a supervisor. These representatives provided full disclosure for the Digital Home Advantage (DHA) promotion with a two-year price guarantee and a 24-month commitment, along with the monthly billing. They also advised you that the monthly receiver fees cannot be waived. You agreed to these terms. During the call the supervisor asked that you provide the promotional codes for the $100.00 gift card and the next-day installation offers. You declined. Our agent made an exception and submitted a $25.00 gift card, as a courtesy. Please allow eight weeks for processing. You established your service with the America’s Top 200 programming package with the DVR service and two Joey receivers. The monthly billing rate is $88.99 before tax. In addition, as a courtesy, we provided you with a $10.00 monthly credit for 12 months, and a $10.00 referral credit for ten months. When these credits end, the regular price will apply. Please note that credits that were provided on your previous account ([redacted]) cannot be transferred to your new account. The installation was completed on August 6, 2016, and the DHA agreement was signed on this date. I enclosed a copy of your signed agreement for your records. When we spoke on August 15, 2016, I informed you that I reviewed your recorded sales calls and our agents provided accurate information. You mentioned online offers; however, you could not provide me with specific details such as the website address. Your request for additional credits and compensation cannot be honored. 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 ###-###-####
Dear [redacted]: On June 17, 2016, we received your complaint, dated June 13, 2016, filed with the Revdex.com. You indicated that your service is interrupted whenever it rains. You also said that your monthly rate has changed. You asked that we release you from your...
contract. When we spoke, I asked that you allow us to send a technician to your home at no cost to try and improve your signal strength. You agreed to our technician visit, but when you called me you said that your problems continue. I agreed to release you from your contract without penalty. I closed your account and provided you with the equipment return disclosures. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Dear Mr. [redacted]: On February 10, 2016, we received your rebuttal, dated February 9, 2016, filed with the Revdex.com. You requested a reimbursement check for your damage claim. Mr. [redacted], a member of the DISH Network Corporate Field Resolutions Team, confirmed that a check in the amount of $525.00 was mailed to your address on February 10, 2016. We apologize for 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 ###-###-####
Dear Ms. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You maintain that a damage assessment was scheduled twice but the technician missed the appointment both times, and you were not advised of the appointment cancellation. I contacted the Corporate Field Resolutions (CFR) Department and they informed me that they have attempted to contact you several times, without success, to schedule an assessment. They have sent you a letter requesting that you contact them. To properly assist you in resolving this issue, please contact the CFR manager, Mr. [redacted], directly at ###-###-####, extension 47365. Also, please provide us with a valid daytime contact phone number. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
December 9, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with the Revdex.com.
You indicated that...
you had installation issues and you requested a technician by November 27, 2015.
I attempted to reach you at [redacted] on December 7, 8 and 9, 2015, and I left three voicemails.
In my last message, I advised you that our records indicate your technical issues were resolved with the technician visit on November 28, 2015. We regret that we were not able to provide a technician visit earlier; however, our local office was closed due to the holiday. Please note that two credits totaling $102.08 were applied to your account for this issue.
Our records also show that you reported being offered free long-distance calls with dishNET phone service. I reviewed your calls and could not find any offer such as you describe. The agent with whom you spoke on December 3, 2015, applied a monthly $10.00 credit for 12 months as a courtesy, effectively providing you with free long distance for one year. I also applied an additional monthly $10.00 credit for ten months in appreciation of your patience.
We sincerely regret that your initial experience was unsatisfactory and we hope to provide you with excellent service in the future.
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]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on September 1, 2 and 3, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that your contract was extended without your knowledge or approval. You requested that we reduce your early termination fee to $100.00. Furthermore, you expressed concern regarding your fiancée signing your contract.
We record all calls and I had the opportunity to listen to the call in which your order was placed for the [redacted] receiver. You expressed concern regarding the contract requirement. Our agent made you two offers; to provide you with the receiver for free or to provide you with a $25.00 monthly credit for ten months if you agreed to the two year commitment. You chose the commitment with the monthly credit.
Our recording provides proof that you agreed to the new contract and that we explained the terms and conditions. It was your decision to not be home during the installation and to allow your fiancée to sign the contract on your behalf.
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]
Dear Ms. [redacted]: On January 29, 2016, we received your correspondence, dated January 26, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to disconnect your service. You were quoted a final balance of $268.00. However, the bill you received was much higher...
and you have not received return shipping materials. You would like the price you were quoted to be honored and return materials to be provided. When we spoke on January 29, 2016, I agreed to honor the $268.00 and made the necessary corrections to your bill. You confirmed that you received the return materials and you accepted my resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Dear Ms. [redacted]: On January 26, 2016, we received your complaint, dated January 25, 2016, filed with the Revdex.com. You expressed concern regarding the takedown of your local CBS station. When we spoke, I explained that we are still negotiating our contract with the provider....
I advised you that although we consider the contract to be valid, I’m willing to reduce your early termination fee from $240.00 to $120.00. You said that you will consider my offer and call me back should you decide to cancel. DISH Network understands your frustrations regarding the Fort Myers Broadcasting takedown; however, they continue to make unreasonable demands for us to carry these channels. We thank you for your patience while we actively work towards reaching a fair and reasonable agreement. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (4000, 11, 2015/07/01) */
June 29, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 8, 2015,...
filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on June 23, 24 and 29, 2015, and I left three messages.
You requested to be released from DISH Network's 24-month agreement because your landlord did not allow the service and the satellite dish had to be removed.
A review of this account reveals that you disconnected your service because your landlord did not allow it. However, the notes from November 15, 2014, reveal that you agreed to place the service on pause because you were moving in six months and intended to take DISH Network service with you.
You also disputed a balance of $169.32. DISH Network offers a pause option for up to nine months. It is a temporary solution when the service cannot be used. It is not a long-term solution and once the service is restarted, the commitment is extended for the amount of time that it was on pause in order to fulfill the 24-month commitment. Once the nine-month period expires, the service will start automatically. Your pause expired on May 19, 2015.
As an exception, I removed six $5.00 programming change fees and the $30.00 cancellation fee for the removal of the Protection Plan, as well as the remaining balance of $105.84 for the service charges, since pause was removed.
I attempted to contact you to offer a free Move-In Deal at your new address. However, the activity on your account reveals that you chose to transfer the service to a friend instead.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 13, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I decided to transfer the account because someone was interested in it, so it helped both of us out. I appreciate your time and help with this issue.
September 7, 2016 Dear Mr. [redacted]: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You expressed concern regarding the takedown of your local channel 13 and you asked that we release you from...
your term commitment. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/18) */
June 17, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your correspondence, dated June 16, 2015, filed with...
the Revdex.com.
You indicated that you recently disconnected your DISH Network service. You were billed $50.00 for unreturned equipment. As a result, you had a balance on your account of $68.43. You experienced problems receiving the return shipping materials. You were assured that when the equipment was returned the full balance of $68.43 would be resolved for your inconvenience. However, you were only provided a $50.00 credit and you have now received a collection notice for the remaining $17.58. You requested that this matter be resolved.
When I spoke with Mrs. [redacted] today, I apologized for your inconvenience and I agreed to resolve the $17.58 balance. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. She accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, Dish has taken me out of collection and has corrected my bill. I appreciate that. However, I feel the need to correct some inaccurate information.
In the letter provided by Dish, they say that I was "billed $50.00 for unreturned equipment". To correct this statement, I returned the equipment, they had it in their possession & still had the outstanding bill for $50.00.
They also say that I was only "provided a $50.00 credit and received a collection notice for the remaining $17.58". To correct this statement, again, they didn't credit the $50.00 for the equipment that I returned & sent me to collections for the entire $68.43, not the $17.58 that they indicate.
I have attached the collection letter that I received from RPM Collection Agency for the $68.43 as proof of their inaccurate information.
Even though Dish ultimately corrected the issue, I wanted to point out the difference just out of principal. The picture that they paint makes it seem that they properly credited me for equipment & that they are doing me a favor by the $17.58 credit for my "inconvenience". The true picture is that I was put out to collections for returned equipment. HUGE DIFFERENCE!
I hope that I was able to correct the inaccurate information provided by Dish Network.
I would like to thank the Revdex.com for their help in this resolution.
[redacted]
Complaint Response Date bumped because: Holiday
February 24, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You said that you were told your account had been flagged due to the amount of calls you make for customer service, and because of your past-due billing. You expressed concern with an offer made to you by DISH Network and our requests that you refrain from making excessive contacts or demands to our Customer Service Department. Over the past 12 months (beginning in January 2015), DISH Network has provided you with account credits totaling $493.79. As a result, your account has been identified due to the repeated and excessive requests for service credits or discounts. During this same period you have been delinquent on your payments, and your account was interrupted for non-payment six times. DISH strives to provide the best value and service, but your repeated contacts to our Customer Service Department impact our ability to provide best in class customer service to all of our customers. As a result DISH Network was willing to offer you 30% off your core programming costs for the next five years. This is a significant discount which we would only offer in order to prevent further unnecessary customer service requests or non-payments. As a condition of this offer, we asked that you limit all unnecessary contact with our Customer Service Department. While live agents are always here for you if you experience technical issues, we asked that you not call DISH Network more than one time per month for non-technical reasons. DISH Network strives every day to provide our customers with the best pay television experience at a reasonable rate. While we are proud of our overall customer satisfaction, in rare instances we are, regrettably, unable to accommodate the needs of all of our customers. Our records reflect that you declined our offer; therefore, no additional discount will be extended to you. 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. [redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 David Laslo
Complaint: [redacted]
I am rejecting this response because:Although you have left messages I left specific instructions that I work 3rd shift and need a call before 9am. all messages have been left after 1pm.The issue just isn't with my laptop. It is with my desktop and my phone. It cannot contact my DVR. I have said this to all the support personnel and they can't seem to help. I think it is the DVR itself because I am not having any issues with my internet and my works internet is stable as well. Plus I never had an issue with viewing it remotely until the last few months. But all I get from the support staff is a run around and never any real trouble shooting. I pay for service every month on a dvr (which I don't own) which I think is a scam. Why should I be paying service for your equipment. But yet nothing is fixed. My email address is [email protected] it is easier to contact me because of working hours.
Sincerely,
[redacted]
September 22, 2016 Dear Ms. [redacted]: On September 20, 2016, we received your correspondence, dated September 19, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on September 20, 21 and 22, 2016. I left three voice messages. You disagreed with my letter response. You disputed the monthly billing and maintain you were not informed that the promotional credits were forfeited when you restarted your service. In addition, you provided feedback regarding the customer service you received from the technician. You established your service with the following: · America’s Top 200 package $74.99 · DVR service $12.00 · Two Joey receivers $14.00 ($7.00 per Joey) The total monthly billing rate before tax and discounts is $110.99. We provided you with a $12.00 discount for 24 months. In addition, because you enrolled in eAutoPay a $10.00 monthly credit was applied. These credits made the monthly rate $88.99 plus tax. Please note that we offer free premium channels for three months to all customers who agree to the 24-month term commitment. Your bill fluctuated as partial payments were made, causing a balance to carry over and payments were reversed. When the payment was reversed in October 2015, the eAutoPay and the $10.00 monthly credit were removed from your account. Although eAutoPay was not reapplied, as a courtesy, a $10.00 monthly credit was added to your account for four months starting January 2016. Your account was disconnected due to nonpayment prior to the promotional fulfillment date, causing an early termination fee and equipment return fees to apply. The promotional credits were forfeited due to the disconnection of service. I reviewed your recorded call from May 22, 2016 (the date your service was restarted). Per your request, our agent restarted your service and they advised you that the monthly billing rate was $126.99, as you added the $8.00 Protection Plan. You agreed to this monthly rate. The agent also scheduled a free technician visit to reconnect your equipment. On this same call, the early termination and unreturned equipment fees were reversed. Your account was once more disconnected for nonpayment on August 12, 2016, causing the early termination fee of $240.00 and two $10.00 equipment return fees to apply. The billing is accurate and we ask that the balance of $893.99 be paid for service rendered, and the early termination and equipment return fees. Please know that your concerns regarding the technician were reported to the appropriate personnel for internal review on July 25, 2015. 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, 6:00 am to 2:30 pm MST ###-###-####
October 4, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 29, 2017, we received your complaint, dated September 28, 2017, filed with the Revdex.com. You expressed concern with the $10.00 cost for a technician visit to resolve your technical issues. You indicated that you are unable to pay the fee until October 1, 2017. When I contacted you by phone on October 3, 2017, you were unable to discuss your concerns. Our records show that you contacted us on September 29, 2017, and paid the $10.00 fee to schedule a technician visit. The technician visit was completed on September 30, 2017. I applied a credit of $67.03 to your account for the time you were without service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
August 25, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 18, 2017, we received your complaint, dated August 17, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you were promised the [redacted] for free when you contacted us to disconnect your service. You stated that based on that promise, you agreed to an additional term commitment. Please be advised that DISH Network does not carry the [redacted]. Your DISH Network service was activated on March 14, 2017, with a 24-month commitment. On June 4, 2017, you were enrolled in a new 24-month commitment when your equipment was upgraded through our DISH’n It Up promotion. Although you stated that you contacted us in May 2017 to cancel your service, our records do not show this. We show that you contacted us on April 4, 2017. A review of this call found that you contacted us to inquire on how much it would cost to disconnect your service because you had received an offer for [redacted] that included the [redacted] for free. You also mentioned that although our Multi-Sport package had been added to your account for you to receive sports, it was only provided for three months free. Our agent then offered you the Multi-Sport package free for a year. You accepted and chose to keep your DISH Network service. The call review did not find that our agent offered or promised to provide you with the [redacted]. The calls that I reviewed from May and June 2017 also did not find that the [redacted] was promised. You contacted us to inquire about the addition of internet service, programming changes and the equipment upgrade. When I spoke with you by phone on August 22, 2017, I advised you that we are unable to honor your request to waive or reduce the early termination fee. You also expressed dissatisfaction with the customer service you received. We appreciate that you brought this matter to our attention so 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: In the last email communication we had, on February 5, I told you I've already sent the equipment via USPS Priority Mail to an address given by an AFNI customer service representative I spoke with on February 1, 2016 and also gave you both the address that was given to me and the Tracking Number: Dish NetworkRe: Equipment ReturnsDish Network Account Number: 8[redacted]774347[redacted]
The tracking number is 9534[redacted], on USPS. The ETA is Tuesday, February 16. The last time you messaged me you said you had the tracking information and that, as soon as the items arrived to Texas, I would get my money back. The full balance of $106.57, as shown in my bank statement (I'm also sending them to the Revdex.com as evidence).I also asked about how much time I should wait until a full refund is issued. Nowhere in our email communications I accepted I would wait for the third (or fourth, I don't know) attempt to get equipment return materials from you. I just want the items sent back to you and to get my money back. I followed the instructions given to me and proceeded as instructed to. I'm also monitoring the shipment of the equipment and would like to have my money back as soon as possible.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/13) */
October 6, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 5, 2015, we received your complaint, dated October 2, 2015,...
filed with the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You maintain that you experienced unresolved technical issues and you were told there was a 30-day free trial period.
Your service was activated on September 16, 2015, with a 24-month commitment. Please be advised that DISH Network does not offer a free trial period.
Our records reveal that we offered to schedule a technician visit to address your technical issues; however, you declined.
When I spoke with you by phone on October 5, 2015, I advised you that I made an exception and waived your term commitment and the associated early termination fee. As you requested, I scheduled your service to be disconnected on October 9, 2015.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 9, 2015/05/15) */
May 14, 2015
Mr. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 12, 2015, we received your complaint, dated May 11, 2015, filed with the...
Revdex.com. My attempts to reach you by phone on May 12, 13 and 14, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that your request to change the name on your account has not been met. You were under the impression that the change took place when you upgraded your equipment.
I have updated your account to reflect the name change. You are now responsible for the service.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[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]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
all I was looking for was to change the account to my name since I was divorced and my wife deported they gave me such a hard time to a customer over 5 yrs of service. they need to work on there customer service better since I talked to three supervisors with no help
if its in my name I am good now [redacted]
Complaint: [redacted]
I am rejecting this response because: At this time I don't see a resolution. I'm currently looking into other cable tv providers. I'll also be reaching out to other agency's with my concerns with Dish networks Advertising practices. I appreciate the attempts of the Revdex.com to resolve this issue it's just not resolvable. This case can be marked as rejected and closed as this back and forth will get nowhere. Dish will continue their advertising practices, as well as releasing software "upgrades" that all but force users to renew contracts to get upgraded workable hardware. It's just the way of the world. Customer loyalty is dead. Thank you to everyone involved. Just going to have to agree to disagree.
Sincerely,
[redacted]
August 16, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your correspondence filed with the Revdex.com. You indicated you were to receive a monthly rate of $65.00, a $100.00 gift card, and a next-day installation. You requested additional...
credits and compensation for your time. I reviewed your sales call from August 4, 2016, and found that you spoke with a sales agent and a supervisor. These representatives provided full disclosure for the Digital Home Advantage (DHA) promotion with a two-year price guarantee and a 24-month commitment, along with the monthly billing. They also advised you that the monthly receiver fees cannot be waived. You agreed to these terms. During the call the supervisor asked that you provide the promotional codes for the $100.00 gift card and the next-day installation offers. You declined. Our agent made an exception and submitted a $25.00 gift card, as a courtesy. Please allow eight weeks for processing. You established your service with the America’s Top 200 programming package with the DVR service and two Joey receivers. The monthly billing rate is $88.99 before tax. In addition, as a courtesy, we provided you with a $10.00 monthly credit for 12 months, and a $10.00 referral credit for ten months. When these credits end, the regular price will apply. Please note that credits that were provided on your previous account ([redacted]) cannot be transferred to your new account. The installation was completed on August 6, 2016, and the DHA agreement was signed on this date. I enclosed a copy of your signed agreement for your records. When we spoke on August 15, 2016, I informed you that I reviewed your recorded sales calls and our agents provided accurate information. You mentioned online offers; however, you could not provide me with specific details such as the website address. Your request for additional credits and compensation cannot be honored. 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 ###-###-####
Dear [redacted]: On June 17, 2016, we received your complaint, dated June 13, 2016, filed with the Revdex.com. You indicated that your service is interrupted whenever it rains. You also said that your monthly rate has changed. You asked that we release you from your...
contract. When we spoke, I asked that you allow us to send a technician to your home at no cost to try and improve your signal strength. You agreed to our technician visit, but when you called me you said that your problems continue. I agreed to release you from your contract without penalty. I closed your account and provided you with the equipment return disclosures. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Dear Mr. [redacted]: On February 10, 2016, we received your rebuttal, dated February 9, 2016, filed with the Revdex.com. You requested a reimbursement check for your damage claim. Mr. [redacted], a member of the DISH Network Corporate Field Resolutions Team, confirmed that a check in the amount of $525.00 was mailed to your address on February 10, 2016. We apologize for 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 ###-###-####
Dear Ms. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You maintain that a damage assessment was scheduled twice but the technician missed the appointment both times, and you were not advised of the appointment cancellation. I contacted the Corporate Field Resolutions (CFR) Department and they informed me that they have attempted to contact you several times, without success, to schedule an assessment. They have sent you a letter requesting that you contact them. To properly assist you in resolving this issue, please contact the CFR manager, Mr. [redacted], directly at ###-###-####, extension 47365. Also, please provide us with a valid daytime contact phone number. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
December 9, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with the Revdex.com.
You indicated that...
you had installation issues and you requested a technician by November 27, 2015.
I attempted to reach you at [redacted] on December 7, 8 and 9, 2015, and I left three voicemails.
In my last message, I advised you that our records indicate your technical issues were resolved with the technician visit on November 28, 2015. We regret that we were not able to provide a technician visit earlier; however, our local office was closed due to the holiday. Please note that two credits totaling $102.08 were applied to your account for this issue.
Our records also show that you reported being offered free long-distance calls with dishNET phone service. I reviewed your calls and could not find any offer such as you describe. The agent with whom you spoke on December 3, 2015, applied a monthly $10.00 credit for 12 months as a courtesy, effectively providing you with free long distance for one year. I also applied an additional monthly $10.00 credit for ten months in appreciation of your patience.
We sincerely regret that your initial experience was unsatisfactory and we hope to provide you with excellent service in the future.
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]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on September 1, 2 and 3, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that your contract was extended without your knowledge or approval. You requested that we reduce your early termination fee to $100.00. Furthermore, you expressed concern regarding your fiancée signing your contract.
We record all calls and I had the opportunity to listen to the call in which your order was placed for the [redacted] receiver. You expressed concern regarding the contract requirement. Our agent made you two offers; to provide you with the receiver for free or to provide you with a $25.00 monthly credit for ten months if you agreed to the two year commitment. You chose the commitment with the monthly credit.
Our recording provides proof that you agreed to the new contract and that we explained the terms and conditions. It was your decision to not be home during the installation and to allow your fiancée to sign the contract on your behalf.
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]
Dear Ms. [redacted]: On January 29, 2016, we received your correspondence, dated January 26, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to disconnect your service. You were quoted a final balance of $268.00. However, the bill you received was much higher...
and you have not received return shipping materials. You would like the price you were quoted to be honored and return materials to be provided. When we spoke on January 29, 2016, I agreed to honor the $268.00 and made the necessary corrections to your bill. You confirmed that you received the return materials and you accepted my resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Dear Ms. [redacted]: On January 26, 2016, we received your complaint, dated January 25, 2016, filed with the Revdex.com. You expressed concern regarding the takedown of your local CBS station. When we spoke, I explained that we are still negotiating our contract with the provider....
I advised you that although we consider the contract to be valid, I’m willing to reduce your early termination fee from $240.00 to $120.00. You said that you will consider my offer and call me back should you decide to cancel. DISH Network understands your frustrations regarding the Fort Myers Broadcasting takedown; however, they continue to make unreasonable demands for us to carry these channels. We thank you for your patience while we actively work towards reaching a fair and reasonable agreement. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (4000, 11, 2015/07/01) */
June 29, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 8, 2015,...
filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on June 23, 24 and 29, 2015, and I left three messages.
You requested to be released from DISH Network's 24-month agreement because your landlord did not allow the service and the satellite dish had to be removed.
A review of this account reveals that you disconnected your service because your landlord did not allow it. However, the notes from November 15, 2014, reveal that you agreed to place the service on pause because you were moving in six months and intended to take DISH Network service with you.
You also disputed a balance of $169.32. DISH Network offers a pause option for up to nine months. It is a temporary solution when the service cannot be used. It is not a long-term solution and once the service is restarted, the commitment is extended for the amount of time that it was on pause in order to fulfill the 24-month commitment. Once the nine-month period expires, the service will start automatically. Your pause expired on May 19, 2015.
As an exception, I removed six $5.00 programming change fees and the $30.00 cancellation fee for the removal of the Protection Plan, as well as the remaining balance of $105.84 for the service charges, since pause was removed.
I attempted to contact you to offer a free Move-In Deal at your new address. However, the activity on your account reveals that you chose to transfer the service to a friend instead.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 13, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I decided to transfer the account because someone was interested in it, so it helped both of us out. I appreciate your time and help with this issue.
September 7, 2016 Dear Mr. [redacted]: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You expressed concern regarding the takedown of your local channel 13 and you asked that we release you from...
your term commitment. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/18) */
June 17, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your correspondence, dated June 16, 2015, filed with...
the Revdex.com.
You indicated that you recently disconnected your DISH Network service. You were billed $50.00 for unreturned equipment. As a result, you had a balance on your account of $68.43. You experienced problems receiving the return shipping materials. You were assured that when the equipment was returned the full balance of $68.43 would be resolved for your inconvenience. However, you were only provided a $50.00 credit and you have now received a collection notice for the remaining $17.58. You requested that this matter be resolved.
When I spoke with Mrs. [redacted] today, I apologized for your inconvenience and I agreed to resolve the $17.58 balance. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. She accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, Dish has taken me out of collection and has corrected my bill. I appreciate that. However, I feel the need to correct some inaccurate information.
In the letter provided by Dish, they say that I was "billed $50.00 for unreturned equipment". To correct this statement, I returned the equipment, they had it in their possession & still had the outstanding bill for $50.00.
They also say that I was only "provided a $50.00 credit and received a collection notice for the remaining $17.58". To correct this statement, again, they didn't credit the $50.00 for the equipment that I returned & sent me to collections for the entire $68.43, not the $17.58 that they indicate.
I have attached the collection letter that I received from RPM Collection Agency for the $68.43 as proof of their inaccurate information.
Even though Dish ultimately corrected the issue, I wanted to point out the difference just out of principal. The picture that they paint makes it seem that they properly credited me for equipment & that they are doing me a favor by the $17.58 credit for my "inconvenience". The true picture is that I was put out to collections for returned equipment. HUGE DIFFERENCE!
I hope that I was able to correct the inaccurate information provided by Dish Network.
I would like to thank the Revdex.com for their help in this resolution.
[redacted]
Complaint Response Date bumped because: Holiday