[redacted]: On March 22, 2016, we received your correspondence, dated March 19, 2016, filed with the Revdex.com. You stated that you experienced service problems with the DISH Network Joey on your second TV. You returned the equipment because you were not provided a replacement as you requested. You recently contacted DISH Network and requested that your service on the second TV be restored. You were informed that new equipment would require a new contract. You asked that this matter be resolved without a new contract or you would like to disconnect your service without an early termination fee. When we spoke on March 22, 2016, I offered to provide service to your second TV without a contract. I also agreed to honor a previous offer of a $10.00 monthly credit for ten months and Showtime at half price for six months. As a courtesy, for the technical issues you experienced, I provided you a $7.00 monthly credit for 12 months and HBO free for six months. You accepted this resolution. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and continued loyalty. 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 / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
July 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 1, 2016, we received your correspondence, dated June 29, 2016, filed with the Revdex.com. You requested to return the Tailgater 2 for a refund of the purchase price. I attempted to reach you at [redacted] on July 5, 6 and 7, 2016. I left three voice messages. DISH Network offers a 30-day buyer’s remorse policy to return the purchased equipment for a refund. The Tailgater 2 was purchased on February 17, 2016. Although the return period has ended, I will make an exception and refund you the $349.00 once the equipment is returned to DISH Network. You will be responsible for the return shipping fees. Please keep your return tracking information to ensure that the package was delivered. The return address is: DISH Network [redacted] Please contact me directly to provide me with the return tracking information. I will monitor your account and contact you when the equipment is received. 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
December 30, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####164
Dear Ms. [redacted]:
On December 29, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.com.
You said that you...
received a bill after you requested your account be disconnected. You requested a refund of your last payment and for the remaining charges to be reversed. You would also like to receive a letter from the collection agency.
When we spoke, I advised you that the charges were removed from your account. I told you that your account was removed from collections, as of December 27, 2015. I am unable to request that our collection agency send you a letter, but let this letter serve as proof that your account was removed from collections.
I also informed you that the payment you made was a valid charge. We sent an email to you at [redacted]@msn.com when you added DISH Pause and when the time frame for DISH Pause had been exceeded. Therefore, we are unable to provide you with a refund.
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
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 6, 2015/05/26) */
May 19, 2015
Mr. [redacted]
[redacted]. [redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 15, 2015, we received your correspondence, dated May 14, 2015, filed with the...
Revdex.com.
You expressed concern with the DISH Pause terms.
A review of your account reveals that you established it under the Digial Home Advantage promotion with a 24-month commitment. Under this promotion, we provided a monthly credit of $30.00 for 12 months.
When we spoke on May 18, 2015, I advised you that we offer DISH Pause for a maximum of nine months at $5.00 per month. However, when an account is placed on hold, the customer forfeits the promotional credits.
Per your request, the service was placed on pause on August 29, 2013, and it was restored on October 20, 2013. On this date you were billed the regular price for the America's Top 200 package. We have no record that we agreed to restore the original credits when the service was restored. I regret any confusion.
As a courtesy, we applied a $10.00 monthly credit to your account for ten months and the package was downgraded to the Welcome Pack to assist with the cost. In addition, we provided you with the Cinemax, Showtime and Starz channels free for three months. When the free service and monthly credit ended, the regular price was applied. We have no record that you reported dissatisfaction with the Welcome Pack until we received this correspondence. Please note that you may change the programming package at any time.
During our conversation, I explained that your term commitment was fulfilled on April 13, 2015, and the account is currently active. You disagreed with my response to your concerns and you terminated the call.
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]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
*xecutive *scalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DISH continues to claim I violated their verbal contract. I talked with a Dish representative before and when I requested a vacation stop. I was assured twice that my contract would not be affected. They will not admit their own people screwed up, causing me problems.
People need to be informed of their business practices.
January 12, 2016Mr. [redacted], WV [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Mr. [redacted]:On...
January 4, 2016, we received your complaint, dated December 30, 2015, filed with the Revdex.com.You said that you were provided incorrect information concerning your monthly billing during your sales call. I attempted to reach you at ([redacted] on January 8, 11 and 12, 2016. I was unable to leave a message as each call was terminated before being answered.Your account was initiated through an independent retailer, [redacted]. As such, we reviewed your sales call and found that no special offers for [redacted] billing were made. If your [redacted] billing is incorrect or you have any questions concerning your [redacted] billing, we recommend that you contact them as DISH Network has no control over their billing.Please note that DISH Network, [redacted], and [redacted] are separate, independent businesses. DISH Network has no control over [redacted] billing and [redacted] has no control over DISH Network billing.While we sincerely regret any confusion, we are unable to impel [redacted] to provide specific services or pricing.If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Complaint: [redacted]
I am rejecting this response because: The information sent in response by Mr. [redacted] is incorrect, and as usual, the information is always wrong and as you can see from the initial complaint I never said $20 credit as he just stated on his response.1. I did NOT ask for a credit from the Loyalty department.2. When I explained to her why I wanted to cancel my dish account, then and only then did she offer me $25.00 a month for 3 months and ending in April' For the inconvenience she PAID THE BILL FOR THAT MONTH AS WELL.3. I called in March 8th to pay the bill and it was over 140 some dollars. I was told to pay that AMOUNT OR GET DISCONNECTED. Which was a month in advance and I told her NO so she took off the amount that brought it to $92.00 and the explanation she gave me was no more credits. I was charged $ 8.00for changing programs which I did not and received a $25,00 this month of April but was told I would not get it for March and that there would be NO MORE CREDITS. The calls are supposedly be recorded, why not request the recordings. They go by emp. numbers why not pull the recordings for Jan. when the $160 came out on Jan, 10th, 2016 and showed up in my Jan 11th. When [redacted]o filed the fraudulent withdrawal, on Jan 12 [redacted]o put the money back into the account of $160 #[redacted]. ...⇄ I was charged $8.00 for supposedly cancelling a change in my account before 30 days, which I PAID,. Did not change program when you are offered to try SCC for free and your account would not change and then $20 added for trying it out. The $25.00 was given this month which I paid on My account is $49.00 plus 12.00 for DVR and 7.00 for Joey wireless which is less than 70.00 plus tax which is abut 6.51 totaling 76.51 but this month it was $84.61. They make so many mistakes and when you question their mistakes they offer credits and we end up here. Please request all recordings from Jan to present and you will here what Mr. [redacted] doesn't want to admit that the Loyalty department gave credit and I DO NOT WORK OR HAVE THE AUTHORIZATION TO GIVE MYSELF CREDITS IN DISH COMPANIES. There is so many complaints against dish and because unless their Corporate office see and correct their employees rudeness, incompetence and offering credits they should not do but when this happen, instead of trying to retrain they try and accuse and outright call customers liars due to the fact they are wrong and instead of correcting the problem, you uphold their wrong. I have contacted [redacted]o and I will send you their response, I'm copying all bills and bank payments and of course emails received in reference to credits as well.
Sincerely,
Patsee [redacted]
November 1, 2016 Dear Mr. [redacted]: On October 26, 2016, we received your complaint, dated October 24, 2016, filed with the Revdex.com. You expressed concern with the balance on your account. You maintain that your service was restarted without your...
authorization. Our records show that your service was placed on DISH Pause on August 3, 2016. A review of the customer service call from this date found that your daughter contacted us and stated that she wished to suspend the service. As a result, our representative offered to place your service on DISH Pause. The representative disclosed that your service would automatically be restarted after nine months. We also show that an email was sent to [redacted]@AOL.COM confirming the placement of your account on DISH Pause. DISH Pause was automatically removed from your account on May 4, 2016. Notification of the removal was also sent via email. Your service was disconnected on June 27, 2016. Your account was left with a balance of $330.36 for services through this date. When I spoke with you by phone on October 26, 2016, I advised you that I made an exception and reversed the charges from your account, leaving a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
January 14, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 13, 2016, we received your rebuttal, dated January 12, 2016, filed with the Revdex.com. You disagreed with my previous response and you maintain that you are owed additional funds. We sincerely regret that you do not agree with our response; however, our records do not indicate that any additional funds are owed to you. As such, we are unable to provide any further refunds. 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] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/07/10) */
July 3, 2015
Mr. [redacted]
[redacted] 1
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 29, 2015, we received your complaint, dated June 26, 2015, filed...
with the Revdex.com.
You expressed concern with the debit of $1,235.64 that was applied to your wife's credit card account. You maintain that you were told that the funds would not be collected because your service was restarted and placed on DISH Pause. You also expressed dissatisfaction with the refund processing time as you were advised that it could take up to 23 days.
Your TV service was activated on February 9, 2014, with a 24-month commitment and disconnected on October 29, 2014. Since your term commitment was not fulfilled, an early termination fee of $320.00 was applied to your account. Although internet service was added on February 12, 2014, with a 24-month commitment, we do not show that an early termination fee was applied for this service.
Additionally, you were charged $843.00 for unreturned equipment on December 7, 2014. Per the terms of your promotions, DISH Network may debit your credit card account for any early termination, unreturned equipment and/or shipping fees. You were also enrolled in Credit Card AutoPay (CCA) when your service was disconnected, which authorizes DISH Network to automatically debit any balance due on your account.
Because a balance remained due on your account and you never removed CCA, we continued to attempt to collect the balance of $1,235.64 due; however, we received declined responses until the payment was successful on June 22, 2015. Please be advised that notification of the attempts were provided via email to you at [redacted]@AOL.COM.
When your wife contacted us on June 22, 2015, your service was restarted and placed on DISH Pause. This was to reverse the promotional fees and provide a refund. A review of the customer service call found that the representative told your wife to contact us the next day to request a refund; however, we did not receive a call until June 25, 2015. At that time, a refund of $1,015.20 was submitted to your wife's credit card account. Our records show that the refund was completed on June 29, 2015.
I submitted an additional refund of $220.44 to your wife's credit card account to total the $1,235.64 debit. This refund was completed on July 1, 2015.
When I spoke with your wife by phone on July 2, 2015, she confirmed that the refund of $1,015.20 was received. I advised her that I waived the 24-month commitment and associated early termination fee. I also disconnected your service. We will provide boxes for the return of the equipment within ten days.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:The interpretation of the electronic conversation that I had with the representative has been distorted. I was very clear with what I was looking for in my subscription. To the point that I repeatedly asked "are you sure?" I even brought up the additional package they now say I have to purchase. I was assured and reassured that I subscribed to everything I needed. I am not at all satisfied with this kind of business practice I've been forced to go through. At this time, I am more inclined to cancel my service. However, I do not wish to be penalized for my displeasure I had nothing to do with in the first place. At this time, I am requesting that I be allowed to cancel my service with Dish Network without an early cancellation penalty. I anxiously await Dish Network's response.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Due to an incorrect statement the person made no attempt to call me when I was able to speak with him another lie and also the appointment was not July 13 as stated above but instead July 21,2016 .Please see below...Begin forwarded message:From: "DISH" <dishnetwork@[redacted]>Subject: You have scheduled a DISH appointmentDate: July 11, 2016 at 9:50:26 AM EDTTo: [redacted]Reply-To: "DISH" <feedback@[redacted]>Account Number: [redacted]5599Dear Steve,Your appointment has been scheduled.Your technician will arrive at the service address below between 12:00 PM and 5:00 PM on Wednesday, July 20, 2016.*Service Address[redacted]The appointment will take approximately two to four hours to complete depending on the services being performed. Please ensure that someone 18 years of age or older will be present for the entire appointment and secure any pets to avoid contact with the technician.We will contact you via phone, email and/or text message the day before your appointment to remind you. We will also contact you the day of your appointment to provide a narrower arrival window.To view information regarding your appointment, visitmydish.com/myappointments. Additional information such as technician name and photo will be available one hour prior to your technician's estimated arrival window. Your technician's location will be available when they are en route.Thank you for being a valued DISH customer.*California residents with an afternoon appointment: Your technician will arrive between 1:00 PM and 5:00 PM.
30, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.com.
You stated that you spoke with a DISH Network representative in October 2015 and they offered to extend your current $45.00 discount for an additional 12 months. However, you declined the offer at that time. The representatives that you recently contacted refuse to honor the offer. You requested that the offer be honored and you indicated that if you had to pay more than your current price of $51.59, you would disconnect your service.
When we spoke today, I agreed to honor the $45.00 discount for 12 months, beginning in February 2016, after your current credits end. I also informed you that the price for your programming package would increase in January 2016. With the discount, your monthly price would be $56.59. When the credits end, you would be billed the regular monthly price of $96.99 plus tax. At the conclusion of the most recent discount offer, you will have received credits for the full 45 months that you have been a customer and you would no longer be eligible for any further discounts on your programming.
You indicated that you wished to pay $51.59 indefinitely for your current America's Top 250 package. I reviewed our new customer promotional offers and explained to you that those discounts were only provided for 12 months with a 24-month contract. We cannot provide you with the unlimited discount that you requested. You have the option to reduce your programming package to meet the price point you are seeking.
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 / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
January 19, 2017 Dear Ms. [redacted]: On January 16, 2017, we received your complaint, dated January 15, 2017, filed with the Revdex.com. You stated that DISH Network owed you a refund of $73.84. You have not received the refund and your attempts to resolve the...
matter have been unsuccessful. You requested that you be provided the refund you were promised. When we spoke today, I advised you that DISH Network issued you a $73.84 ACH Credit on November 4, 2016. This refund was issued to your credit card account ending in 2616. The credit has not been returned to us. I provided you the refund reference number so your bank can trace the miss-posted refund. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was a bit concerned about DISH's apparent lack of concern (or acknowledgment) about scams being perpetrated by one of their representatives who's address and phone number is easily found online http://www.dishupgrades.com/contact.php (This is the same phone number used to contact me and the same address I was to send my check.)
Sincerely,
April 26, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted]: On April 18, 2017, we received your complaint, dated April 17, 2017, filed with the Revdex.com. You stated that you contacted DISH Network to discuss reducing your monthly rate. You were offered a free month of service so you would not have a balance due on your March 23, 2017, bill. An agreement was also made to review your account again when your current discounts ended, in an attempt to meet the price point you were seeking. You received your March 23, 2017, bill and a balance of $44.72 was owed. You scheduled service disconnection for April 28, 2017, and you were advised that you would be charged equipment return fees. You requested that these fees be waived. In our April 24, 2017, email correspondence, I advised you that a credit was applied to resolve the $44.72 balance. Additionally, your equipment return fees were waived. We regret that we were unable to meet your pricing needs at this time. 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 [redacted]. Sincerely, [redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
November 10, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted]: On November 9, 2016, we received your complaint, dated November 3, 2016, filed with the Revdex.com. You said that you were not told that your contract would be extended when you agreed to add a receiver. You would like us to remove the contract extension and allow you to fulfill your original agreement. When we spoke by phone, I informed you that I reviewed the call recording that took place on March 20, 2016. I found that the agent did disclose the new 24-month contract. You told the agent that you didn’t want to add another 24 months to your agreement. Our agent advised you that you have 13 months left on your original agreement and that adding the new 24-month agreement would run concurrent with the original agreement, meaning that you were only adding 11 months to your commitment. Therefore, we consider the contract to be valid. However, I informed you that I will waive half of your early termination fee when you decide to disconnect your account. You agreed to my resolution and you said that you will call me when you are ready to disconnect your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On April 21, 2017, we received your correspondence, dated April 20, 2017, filed with the Revdex.com. You requested that your monthly billing rate be reduced. When we spoke on April 24, 2017, I informed you that you currently subscribe to the following service: · America’s Top 250 package $84.99 · Local Channels $10.00 · DVR service $10.00 The monthly billing rate is $104.99 before tax. Our records reveal that you previously received a monthly courtesy credit of $45.00 for 12 months. When this credit ended on January 28, 2017, the regular price was applied. You have received several programming discounts each month since April 2015. Starting January 17, 2017, we separated the local channels from the core programming package and it will display as a $10.00 charge. However, your bill only increased by $5.00 per month. Prior to this change, your monthly billing rate was $99.99 before tax. To assist with the cost of service, I offered to lower your programming package and you declined. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 10, 2015/08/31) */
August 19, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015, filed...
with the Revdex.com.
You said you established a bundle service with DISH Network [redacted] for satellite TV and internet. You indicated that a second technician was scheduled to correct the initial satellite TV installation. You also said that you are unable to have the internet installed without paying additional funds. You disputed the early termination fee.
Our records show that your account was established through Planet Dish, an independent retailer. While Planet Dish may be an authorized retailer for [redacted], we do not have a business relationship with that company. Please contact that company directly regarding concerns with their service.
When we spoke today, I advised you that I waived your early termination fee. Per your request, the service was disconnected today. I also submitted a refund of $21.34. Please allow five business days for processing.
After further review, I found that the 301 and 625 model receivers listed on your account have become obsolete and we do not require they be returned. I removed the equipment from your account.
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 (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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received service on August 5th and you are telling me by August 18th the boxes that were installed in my home are obsolete. Considering the fact that the boxes had not even been in my home for 2 weeks, I am requesting that Dish give me a FULL refund. This is poor customer service. Installing components that are not reliable and outdated is not what I signed up for.
Final Business Response /* (4000, 14, 2015/09/10) */
September 8, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 4, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com.
You expressed displeasure that you were told the leased equipment is not required to return and you requested a full refund.
When we spoke today, I advised you that while the equipment is not required to be returned it is fully functional.
Please note that the initial payment in the amount of $92.29 covered the $50.00 activation fee and one month of service. We applied a refund of $21.13 on August 24, 2015, to your credit card ending in 4224. This refund represents the remaining credit balance for programming. As such, no additional refund is warranted.
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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/09/01) */
August 20, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your correspondence, dated August...
18, 2015, filed with the Revdex.com.
You stated that when you purchased your DISH Network service you expected to have full access to the Atlanta Braves baseball games. After installation, you found that this was not the case. You were required to purchase the MLB programming package, thereby increasing your monthly cost. Additionally, you experienced service problems and required a second technician visit. These issues led you to disconnect your service. You requested that your early termination fee be waived.
When we spoke today, I advised you that Infinity Sales Group reviewed your sales call and they indicated that the information you were provided was correct. However, due to the service issues that you have experienced, I agreed to waive your early termination fee as a courtesy. I have resolved the balance on your disconnected account. You accepted this resolution.
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]
March 24, 2016 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On March 22, 2016, we received your correspondence, dated March 19, 2016, filed with the Revdex.com. You stated that you experienced service problems with the DISH Network Joey on your second TV. You returned the equipment because you were not provided a replacement as you requested. You recently contacted DISH Network and requested that your service on the second TV be restored. You were informed that new equipment would require a new contract. You asked that this matter be resolved without a new contract or you would like to disconnect your service without an early termination fee. When we spoke on March 22, 2016, I offered to provide service to your second TV without a contract. I also agreed to honor a previous offer of a $10.00 monthly credit for ten months and Showtime at half price for six months. As a courtesy, for the technical issues you experienced, I provided you a $7.00 monthly credit for 12 months and HBO free for six months. You accepted this resolution. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and continued loyalty. 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 / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
July 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 1, 2016, we received your correspondence, dated June 29, 2016, filed with the Revdex.com. You requested to return the Tailgater 2 for a refund of the purchase price. I attempted to reach you at [redacted] on July 5, 6 and 7, 2016. I left three voice messages. DISH Network offers a 30-day buyer’s remorse policy to return the purchased equipment for a refund. The Tailgater 2 was purchased on February 17, 2016. Although the return period has ended, I will make an exception and refund you the $349.00 once the equipment is returned to DISH Network. You will be responsible for the return shipping fees. Please keep your return tracking information to ensure that the package was delivered. The return address is: DISH Network [redacted] Please contact me directly to provide me with the return tracking information. I will monitor your account and contact you when the equipment is received. 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
December 30, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####164
Dear Ms. [redacted]:
On December 29, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.com.
You said that you...
received a bill after you requested your account be disconnected. You requested a refund of your last payment and for the remaining charges to be reversed. You would also like to receive a letter from the collection agency.
When we spoke, I advised you that the charges were removed from your account. I told you that your account was removed from collections, as of December 27, 2015. I am unable to request that our collection agency send you a letter, but let this letter serve as proof that your account was removed from collections.
I also informed you that the payment you made was a valid charge. We sent an email to you at [redacted]@msn.com when you added DISH Pause and when the time frame for DISH Pause had been exceeded. Therefore, we are unable to provide you with a refund.
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
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 6, 2015/05/26) */
May 19, 2015
Mr. [redacted]
[redacted]. [redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 15, 2015, we received your correspondence, dated May 14, 2015, filed with the...
Revdex.com.
You expressed concern with the DISH Pause terms.
A review of your account reveals that you established it under the Digial Home Advantage promotion with a 24-month commitment. Under this promotion, we provided a monthly credit of $30.00 for 12 months.
When we spoke on May 18, 2015, I advised you that we offer DISH Pause for a maximum of nine months at $5.00 per month. However, when an account is placed on hold, the customer forfeits the promotional credits.
Per your request, the service was placed on pause on August 29, 2013, and it was restored on October 20, 2013. On this date you were billed the regular price for the America's Top 200 package. We have no record that we agreed to restore the original credits when the service was restored. I regret any confusion.
As a courtesy, we applied a $10.00 monthly credit to your account for ten months and the package was downgraded to the Welcome Pack to assist with the cost. In addition, we provided you with the Cinemax, Showtime and Starz channels free for three months. When the free service and monthly credit ended, the regular price was applied. We have no record that you reported dissatisfaction with the Welcome Pack until we received this correspondence. Please note that you may change the programming package at any time.
During our conversation, I explained that your term commitment was fulfilled on April 13, 2015, and the account is currently active. You disagreed with my response to your concerns and you terminated the call.
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]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
*xecutive *scalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DISH continues to claim I violated their verbal contract. I talked with a Dish representative before and when I requested a vacation stop. I was assured twice that my contract would not be affected. They will not admit their own people screwed up, causing me problems.
People need to be informed of their business practices.
January 12, 2016Mr. [redacted], WV [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Mr. [redacted]:On...
January 4, 2016, we received your complaint, dated December 30, 2015, filed with the Revdex.com.You said that you were provided incorrect information concerning your monthly billing during your sales call. I attempted to reach you at ([redacted] on January 8, 11 and 12, 2016. I was unable to leave a message as each call was terminated before being answered.Your account was initiated through an independent retailer, [redacted]. As such, we reviewed your sales call and found that no special offers for [redacted] billing were made. If your [redacted] billing is incorrect or you have any questions concerning your [redacted] billing, we recommend that you contact them as DISH Network has no control over their billing.Please note that DISH Network, [redacted], and [redacted] are separate, independent businesses. DISH Network has no control over [redacted] billing and [redacted] has no control over DISH Network billing.While we sincerely regret any confusion, we are unable to impel [redacted] to provide specific services or pricing.If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Complaint: [redacted]
I am rejecting this response.
Sincerely,
Allison Francis
Complaint: [redacted]
I am rejecting this response because: The information sent in response by Mr. [redacted] is incorrect, and as usual, the information is always wrong and as you can see from the initial complaint I never said $20 credit as he just stated on his response.1. I did NOT ask for a credit from the Loyalty department.2. When I explained to her why I wanted to cancel my dish account, then and only then did she offer me $25.00 a month for 3 months and ending in April' For the inconvenience she PAID THE BILL FOR THAT MONTH AS WELL.3. I called in March 8th to pay the bill and it was over 140 some dollars. I was told to pay that AMOUNT OR GET DISCONNECTED. Which was a month in advance and I told her NO so she took off the amount that brought it to $92.00 and the explanation she gave me was no more credits. I was charged $ 8.00for changing programs which I did not and received a $25,00 this month of April but was told I would not get it for March and that there would be NO MORE CREDITS. The calls are supposedly be recorded, why not request the recordings. They go by emp. numbers why not pull the recordings for Jan. when the $160 came out on Jan, 10th, 2016 and showed up in my Jan 11th. When [redacted]o filed the fraudulent withdrawal, on Jan 12 [redacted]o put the money back into the account of $160 #[redacted]. ...⇄ I was charged $8.00 for supposedly cancelling a change in my account before 30 days, which I PAID,. Did not change program when you are offered to try SCC for free and your account would not change and then $20 added for trying it out. The $25.00 was given this month which I paid on My account is $49.00 plus 12.00 for DVR and 7.00 for Joey wireless which is less than 70.00 plus tax which is abut 6.51 totaling 76.51 but this month it was $84.61. They make so many mistakes and when you question their mistakes they offer credits and we end up here. Please request all recordings from Jan to present and you will here what Mr. [redacted] doesn't want to admit that the Loyalty department gave credit and I DO NOT WORK OR HAVE THE AUTHORIZATION TO GIVE MYSELF CREDITS IN DISH COMPANIES. There is so many complaints against dish and because unless their Corporate office see and correct their employees rudeness, incompetence and offering credits they should not do but when this happen, instead of trying to retrain they try and accuse and outright call customers liars due to the fact they are wrong and instead of correcting the problem, you uphold their wrong. I have contacted [redacted]o and I will send you their response, I'm copying all bills and bank payments and of course emails received in reference to credits as well.
Sincerely,
Patsee [redacted]
November 1, 2016 Dear Mr. [redacted]: On October 26, 2016, we received your complaint, dated October 24, 2016, filed with the Revdex.com. You expressed concern with the balance on your account. You maintain that your service was restarted without your...
authorization. Our records show that your service was placed on DISH Pause on August 3, 2016. A review of the customer service call from this date found that your daughter contacted us and stated that she wished to suspend the service. As a result, our representative offered to place your service on DISH Pause. The representative disclosed that your service would automatically be restarted after nine months. We also show that an email was sent to [redacted]@AOL.COM confirming the placement of your account on DISH Pause. DISH Pause was automatically removed from your account on May 4, 2016. Notification of the removal was also sent via email. Your service was disconnected on June 27, 2016. Your account was left with a balance of $330.36 for services through this date. When I spoke with you by phone on October 26, 2016, I advised you that I made an exception and reversed the charges from your account, leaving a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
January 14, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 13, 2016, we received your rebuttal, dated January 12, 2016, filed with the Revdex.com. You disagreed with my previous response and you maintain that you are owed additional funds. We sincerely regret that you do not agree with our response; however, our records do not indicate that any additional funds are owed to you. As such, we are unable to provide any further refunds. 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] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/07/10) */
July 3, 2015
Mr. [redacted]
[redacted] 1
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 29, 2015, we received your complaint, dated June 26, 2015, filed...
with the Revdex.com.
You expressed concern with the debit of $1,235.64 that was applied to your wife's credit card account. You maintain that you were told that the funds would not be collected because your service was restarted and placed on DISH Pause. You also expressed dissatisfaction with the refund processing time as you were advised that it could take up to 23 days.
Your TV service was activated on February 9, 2014, with a 24-month commitment and disconnected on October 29, 2014. Since your term commitment was not fulfilled, an early termination fee of $320.00 was applied to your account. Although internet service was added on February 12, 2014, with a 24-month commitment, we do not show that an early termination fee was applied for this service.
Additionally, you were charged $843.00 for unreturned equipment on December 7, 2014. Per the terms of your promotions, DISH Network may debit your credit card account for any early termination, unreturned equipment and/or shipping fees. You were also enrolled in Credit Card AutoPay (CCA) when your service was disconnected, which authorizes DISH Network to automatically debit any balance due on your account.
Because a balance remained due on your account and you never removed CCA, we continued to attempt to collect the balance of $1,235.64 due; however, we received declined responses until the payment was successful on June 22, 2015. Please be advised that notification of the attempts were provided via email to you at [redacted]@AOL.COM.
When your wife contacted us on June 22, 2015, your service was restarted and placed on DISH Pause. This was to reverse the promotional fees and provide a refund. A review of the customer service call found that the representative told your wife to contact us the next day to request a refund; however, we did not receive a call until June 25, 2015. At that time, a refund of $1,015.20 was submitted to your wife's credit card account. Our records show that the refund was completed on June 29, 2015.
I submitted an additional refund of $220.44 to your wife's credit card account to total the $1,235.64 debit. This refund was completed on July 1, 2015.
When I spoke with your wife by phone on July 2, 2015, she confirmed that the refund of $1,015.20 was received. I advised her that I waived the 24-month commitment and associated early termination fee. I also disconnected your service. We will provide boxes for the return of the equipment within ten days.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:The interpretation of the electronic conversation that I had with the representative has been distorted. I was very clear with what I was looking for in my subscription. To the point that I repeatedly asked "are you sure?" I even brought up the additional package they now say I have to purchase. I was assured and reassured that I subscribed to everything I needed. I am not at all satisfied with this kind of business practice I've been forced to go through. At this time, I am more inclined to cancel my service. However, I do not wish to be penalized for my displeasure I had nothing to do with in the first place. At this time, I am requesting that I be allowed to cancel my service with Dish Network without an early cancellation penalty. I anxiously await Dish Network's response.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Due to an incorrect statement the person made no attempt to call me when I was able to speak with him another lie and also the appointment was not July 13 as stated above but instead July 21,2016 .Please see below...Begin forwarded message:From: "DISH" <dishnetwork@[redacted]>Subject: You have scheduled a DISH appointmentDate: July 11, 2016 at 9:50:26 AM EDTTo: [redacted]Reply-To: "DISH" <feedback@[redacted]>Account Number: [redacted]5599Dear Steve,Your appointment has been scheduled.Your technician will arrive at the service address below between 12:00 PM and 5:00 PM on Wednesday, July 20, 2016.*Service Address[redacted]The appointment will take approximately two to four hours to complete depending on the services being performed. Please ensure that someone 18 years of age or older will be present for the entire appointment and secure any pets to avoid contact with the technician.We will contact you via phone, email and/or text message the day before your appointment to remind you. We will also contact you the day of your appointment to provide a narrower arrival window.To view information regarding your appointment, visitmydish.com/myappointments. Additional information such as technician name and photo will be available one hour prior to your technician's estimated arrival window. Your technician's location will be available when they are en route.Thank you for being a valued DISH customer.*California residents with an afternoon appointment: Your technician will arrive between 1:00 PM and 5:00 PM.
December...
30, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.com.
You stated that you spoke with a DISH Network representative in October 2015 and they offered to extend your current $45.00 discount for an additional 12 months. However, you declined the offer at that time. The representatives that you recently contacted refuse to honor the offer. You requested that the offer be honored and you indicated that if you had to pay more than your current price of $51.59, you would disconnect your service.
When we spoke today, I agreed to honor the $45.00 discount for 12 months, beginning in February 2016, after your current credits end. I also informed you that the price for your programming package would increase in January 2016. With the discount, your monthly price would be $56.59. When the credits end, you would be billed the regular monthly price of $96.99 plus tax. At the conclusion of the most recent discount offer, you will have received credits for the full 45 months that you have been a customer and you would no longer be eligible for any further discounts on your programming.
You indicated that you wished to pay $51.59 indefinitely for your current America's Top 250 package. I reviewed our new customer promotional offers and explained to you that those discounts were only provided for 12 months with a 24-month contract. We cannot provide you with the unlimited discount that you requested. You have the option to reduce your programming package to meet the price point you are seeking.
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 / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
January 19, 2017 Dear Ms. [redacted]: On January 16, 2017, we received your complaint, dated January 15, 2017, filed with the Revdex.com. You stated that DISH Network owed you a refund of $73.84. You have not received the refund and your attempts to resolve the...
matter have been unsuccessful. You requested that you be provided the refund you were promised. When we spoke today, I advised you that DISH Network issued you a $73.84 ACH Credit on November 4, 2016. This refund was issued to your credit card account ending in 2616. The credit has not been returned to us. I provided you the refund reference number so your bank can trace the miss-posted refund. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was a bit concerned about DISH's apparent lack of concern (or acknowledgment) about scams being perpetrated by one of their representatives who's address and phone number is easily found online http://www.dishupgrades.com/contact.php (This is the same phone number used to contact me and the same address I was to send my check.)
Sincerely,
April 26, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted]: On April 18, 2017, we received your complaint, dated April 17, 2017, filed with the Revdex.com. You stated that you contacted DISH Network to discuss reducing your monthly rate. You were offered a free month of service so you would not have a balance due on your March 23, 2017, bill. An agreement was also made to review your account again when your current discounts ended, in an attempt to meet the price point you were seeking. You received your March 23, 2017, bill and a balance of $44.72 was owed. You scheduled service disconnection for April 28, 2017, and you were advised that you would be charged equipment return fees. You requested that these fees be waived. In our April 24, 2017, email correspondence, I advised you that a credit was applied to resolve the $44.72 balance. Additionally, your equipment return fees were waived. We regret that we were unable to meet your pricing needs at this time. 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 [redacted]. Sincerely, [redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
November 10, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted]: On November 9, 2016, we received your complaint, dated November 3, 2016, filed with the Revdex.com. You said that you were not told that your contract would be extended when you agreed to add a receiver. You would like us to remove the contract extension and allow you to fulfill your original agreement. When we spoke by phone, I informed you that I reviewed the call recording that took place on March 20, 2016. I found that the agent did disclose the new 24-month contract. You told the agent that you didn’t want to add another 24 months to your agreement. Our agent advised you that you have 13 months left on your original agreement and that adding the new 24-month agreement would run concurrent with the original agreement, meaning that you were only adding 11 months to your commitment. Therefore, we consider the contract to be valid. However, I informed you that I will waive half of your early termination fee when you decide to disconnect your account. You agreed to my resolution and you said that you will call me when you are ready to disconnect your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On April 21, 2017, we received your correspondence, dated April 20, 2017, filed with the Revdex.com. You requested that your monthly billing rate be reduced. When we spoke on April 24, 2017, I informed you that you currently subscribe to the following service: · America’s Top 250 package $84.99 · Local Channels $10.00 · DVR service $10.00 The monthly billing rate is $104.99 before tax. Our records reveal that you previously received a monthly courtesy credit of $45.00 for 12 months. When this credit ended on January 28, 2017, the regular price was applied. You have received several programming discounts each month since April 2015. Starting January 17, 2017, we separated the local channels from the core programming package and it will display as a $10.00 charge. However, your bill only increased by $5.00 per month. Prior to this change, your monthly billing rate was $99.99 before tax. To assist with the cost of service, I offered to lower your programming package and you declined. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 10, 2015/08/31) */
August 19, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015, filed...
with the Revdex.com.
You said you established a bundle service with DISH Network [redacted] for satellite TV and internet. You indicated that a second technician was scheduled to correct the initial satellite TV installation. You also said that you are unable to have the internet installed without paying additional funds. You disputed the early termination fee.
Our records show that your account was established through Planet Dish, an independent retailer. While Planet Dish may be an authorized retailer for [redacted], we do not have a business relationship with that company. Please contact that company directly regarding concerns with their service.
When we spoke today, I advised you that I waived your early termination fee. Per your request, the service was disconnected today. I also submitted a refund of $21.34. Please allow five business days for processing.
After further review, I found that the 301 and 625 model receivers listed on your account have become obsolete and we do not require they be returned. I removed the equipment from your account.
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 (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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received service on August 5th and you are telling me by August 18th the boxes that were installed in my home are obsolete. Considering the fact that the boxes had not even been in my home for 2 weeks, I am requesting that Dish give me a FULL refund. This is poor customer service. Installing components that are not reliable and outdated is not what I signed up for.
Final Business Response /* (4000, 14, 2015/09/10) */
September 8, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 4, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com.
You expressed displeasure that you were told the leased equipment is not required to return and you requested a full refund.
When we spoke today, I advised you that while the equipment is not required to be returned it is fully functional.
Please note that the initial payment in the amount of $92.29 covered the $50.00 activation fee and one month of service. We applied a refund of $21.13 on August 24, 2015, to your credit card ending in 4224. This refund represents the remaining credit balance for programming. As such, no additional refund is warranted.
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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/09/01) */
August 20, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your correspondence, dated August...
18, 2015, filed with the Revdex.com.
You stated that when you purchased your DISH Network service you expected to have full access to the Atlanta Braves baseball games. After installation, you found that this was not the case. You were required to purchase the MLB programming package, thereby increasing your monthly cost. Additionally, you experienced service problems and required a second technician visit. These issues led you to disconnect your service. You requested that your early termination fee be waived.
When we spoke today, I advised you that Infinity Sales Group reviewed your sales call and they indicated that the information you were provided was correct. However, due to the service issues that you have experienced, I agreed to waive your early termination fee as a courtesy. I have resolved the balance on your disconnected account. You accepted this resolution.
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]