January 6, 2016Mrand Mrs [redacted] and [redacted] ** ***Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrand Mrs [redacted] :On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.You said that you were not told that you needed an internet connection in order to view our On-Demand programmingYou requested we provide you with an unlimited internet data plan or that you be released from your contractWhen we spoke, I informed you that I reviewed the recording of your sales call and I found that our agent advised you that we don’t recommend that you use streaming services with our internet serviceHowever, I offered to release you from your internet contract at no costI also explained that if you would like to cancel your television service, there will be a $early termination feeYou said that you will consider my offers and call back with your decision 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: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com [redacted] *** Denver, CO *** [redacted] ***
March 24, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 18, 2016, we received your correspondence, dated March 17, 2016, filed with the Revdex.com You expressed concern with the increased monthly priceYou requested a discounted billing rate and asked that the premium channels be added to your programming at no costYou also provided feedback regarding your customer service experience You currently subscribe to the Latino Max package, DVR service and the Protection PlanWith the receiver fee, your monthly billing rate before tax is $ When we spoke today, I advised you that we previously made an exception and applied $monthly credit to your account from November through February When the credits ended on February 14, 2016, the regular price was applied I informed you that I reviewed your recorded calls that took place on March 17, I found that our agents addressed your concerns in a professional manner While we appreciate your business, we cannot continue to discount the programming priceTo reduce your bill, you may downgrade your programming package at any timeYour service is paid through March 28, As a courtesy, I added the HBO, Cinemax and Starz channels to your account free for three months When the free trial period ends, the regular price will apply 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.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
January 22, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On January 20, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com You said you experienced technical issues with the equipment that were not resolved by the technician, and you disputed the early termination feeYou maintain that the technician took the equipment from your homeYou requested that the equipment fees be removedYou also indicated that you did not sign the Digital Home Advantage (DHA) agreement When we spoke on January 21, 2016, I informed you that I reviewed your recorded calls and found that the technical issues occurred as you had requested that a Joey receiver be located over feet away from the Hopper Sling at a different locationNevertheless, I made an exception and removed the $early termination fee from your account We have no record that the equipment was returned to DISH NetworkI advised you that your concerns were forwarded to the DISH Network Retail Service Department for further investigation of the location of the equipmentWhen I receive confirmation that the equipment was retrieved by the retailer, I will remove the balance of $from your account Please note that your concern regarding the signature on your agreement was also reported to the appropriate personnel for internal review We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST
Dear Ms [redacted] : On December 29, 2015, we received your complaint, dated January 29, 2016, filed with the Revdex.comYou continue to maintain that this account should have been disconnected in June As previously advised, a thorough investigation was completed and we found that you did not disconnect your account in June You were to call us back with further instructions and we received no further communication from you until January 5, We reviewed the calls from June 22, 2015, forward and there is no record of a call on June 24, Additionally, the account is automatically time-stamped when the account is accessedThere are no time-stamps or notes after June 22, 2015, until January 5, We provided the details of our findings in my last correspondence (copy enclosed)The charges remain validPlease note that we have received the equipment and it was removed from the accountIf 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
Dear Mr***: On March 21, 2016, we received your complaint, dated March 17, 2016, filed with the Revdex.comYou expressed concern with the promotion that your service was established with, and the date of activationFurther review of your account shows that it was activated on December 2, 2015, not February 2, I apologize for the typographical error As previously advised, your service was activated with our Flex promotionEnclosed is a copy of your 24-month agreementWe also show that an email was sent to you at [redacted] on December 1, 2015, disclosing the terms and conditions of your promotion If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely,
February 13, [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms*** On February 8, 2017, we received your complaint, dated February 7, 2017, filed with the Revdex.comYou said that you experienced technical issues and you expressed concern about the level of customer service you receivedWhen we spoke, I advised you that I reviewed every call associated with your accountWe received one technical support call from you--on August 27, The first discussion concerning disconnection was on October 29, 2016, when you advised our agent that you would contact us at a later date to disconnect your account On December 23, 2016, you requested to disconnect your accountAs your service was interrupted due to non-payment on December 3, 2016, your billing was backdated to that date when your account was disconnected on January 2, Since we have no record of ongoing technical issues, and as we have no record of the requests to disconnect that you said you made, we are unable to adjust your balance for this issue As I informed you, your current balance of $will be reduced to $once your leased equipment is returnedIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Phone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted] [redacted] ** *** [redacted] ***
March 13, Mr [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On March 9, 2018, we received your complaint, dated March 8, 2018, filed with the Revdex.com You expressed concern that your credit card account information was not updated for automatic payments when you called in January 2018, and your payment was declined the following monthYou also disputed the $charge for enrolling in automatic paymentsIn addition, you mentioned the customer service you received When I spoke with you by telephone today, I advised you that your account shows the last payment made was on January 29, 2018, from the credit card account ending in ***A review of your call revealed that the agent processed a one-time payment with that account, but did not use it to update your automatic paymentsThis caused the automatic debit for your February 12, 2018, billing statement to process from the old card and the payment to be declinedOur records show that the credit card account ending in [redacted] is now enrolled in automatic paymentsI apologize for the confusion A $hold is placed on the credit card account being enrolled in automatic payments to link it to your DISH Network accountThe hold is lifted within a few days and it is not a fee or additional chargeWe regret that you do not agree with our policy and procedures We strive to provide excellent service and regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
October 25, Dear Ms [redacted] : On October 19, 2016, we received your complaint, dated October 16, 2016, filed with the Revdex.com You maintain that you were unaware of the term commitment and you disputed the early termination feeYou requested a refund and to receive composition for overdraft fees You participated in the DISH’n It Up (DIU) equipment upgrade with a 24-month commitmentBecause you disconnected the service prior to the promotional fulfillment date, you were billed $for an early termination feeUnder this promotion, you authorized DISH Network to access the qualifying credit card account to collect payment for the early termination feeI enclosed a copy of your signed DIU agreement for your review When we spoke today, I advised you that I reviewed your recorded call from February 21, (the date the DIU was ordered)I found that the agent provided full disclosure for the DIU promotion and you accepted Nevertheless, I made an exception and I removed the early termination fee from your accountI submitted a refund in the amount of $Please allow five business days for processingThis is the amount that was collected for the early termination feeYour request for compensation for overdraft fees cannot be honored If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-#### Enclosure
February 25, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 23, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com You indicated that you do not agree with our response While we sincerely regret that you do not agree with our response, please review my previous response wherein I advised you that you were not provided incorrect information, other than for one fee, which I reversed 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/11) */ April 30, Mr [redacted] W [redacted] ***, [redacted] Re: Revdex.com Complaint # [redacted] Dear Mr [redacted] : On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the Revdex.com You maintain that a DISH Network account was established with your personal information without your authorizationHowever, you also mentioned that the account was supposed to be transferred to someone elseYou would like for the outstanding balance to be removed from your name Our records reveal that although you contacted us and inquired about transferring the service to another person, the transfer of the account was never completedAs a result, the account remained in your name and you are responsible for the outstanding balance On April 28, 2015, you spoke with Ms [redacted] She explained that if you claim that you have never had DISH Network service or authorized the account to be set up with your personal information, you will need to open an identity theft claim by sending the following documentation to the DISH Network Identity Theft Team: Identity Theft Affidavit: A fully completed identity theft affidavit (enclosed)The affidavit must be signed to be valid Police Report: A copy of an official police report or police incident report regarding this instance of identity theft Photocopy of valid State or U.Sissued ID: A legible photocopy of a valid U.Sgovernment issued identification card (e.g., driver's license or ID card, passport or military ID card) Please send the required documents to: DISH Network Identity Theft Team PO Box Littleton, CO [redacted] Fax: (***) ***- [redacted] 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:am - 3:pm MDT (***) ***- [redacted] Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dish employees transferred this service not me and kept it in my name against my express authorization, to settle this claim I will get the equipment mailed back to them, and they and they will take 50% off the bill and the remaining unpaid bill to Debbie and John McDaniel at county road 12, headland, Alabama (334)889-as they are responsible for the unpaid bill and equipment not me Final Business Response / [redacted] (4000, 8, 2015/05/18) */ May 13, Mr [redacted] W [redacted] ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the Revdex.com You expressed further concern with the DISH Network balance in your name As previously advised, this account was never transferred to someone else because we were not contacted to finalize the transferSince the service was initially established in your name, the account remained in your nameAs a result, you are responsible for any outstanding balance or unreturned equipment Although you maintain that half of the outstanding balance will be waived once the equipment is returned and will be billed to a third party, our records do not confirm thisI am willing to waive the entire balance once the equipment is receivedYou may contact me directly to accept this offer 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:am - 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Final Consumer Response / [redacted] (2000, 10, 2015/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2015/07/10) */ July 6, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] ***: On July 3, 2015, we received your complaint, dated July 2, 2015, filed with the Better Business Bureau You stated that you never received the correct discount on your bundle bill for your DISH Network serviceYour attempts to resolve the matter were unsuccessfulYou requested that your early termination fee be waived and your account be disconnected In our July 3, 2015, email correspondence, you confirmed that your account was disconnectedI apologized that your new customer promotional credits were not applied to your bill correctlyI agreed to waive your early termination fee and 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, Shelley Antrillo Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (2000, 9, 2015/07/14) */ I received an e-mail on July from a dispute resolution specialist answering my complaintShe has stated that she has waived my early termination fee and to please reply to her email for acceptance of resolution I responded with an acceptance e-mailWhile I am still waiting on the packaging to return equipment, I would like to keep the complaint open until I receive the packaging, all items are returned and a receipt is issued without additional charges
May 3, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On April 28, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com My attempts to contact you by phone at [redacted] on April and 29, 2016, and May 2, 2016, were unsuccessful; however, I left three messages You expressed concern with the charges that were applied to your account for the movie channelsYou indicated that you were told the movie channels would be removed automatically at the end of the free trial We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel The movie channels (HBO, Cinemax, Showtime and Starz) and DISH Movie package were included with your promotion for three months freeSince the offer ended on February 24, 2016, and the channels were not removed, you began to be billed the regular service charges totaling $ Our records show that on February 3, 2016, we notified you via email at [redacted] @yahoo.com the promotion was endingWe also provided reminders of the promotional offers on your first three billing statementsYour February 25, 2016, billing statement disclosed that the promotion had ended and the charges were included in the amount billed The services were removed from your account on April 12, A total credit of $was applied to your account for the past chargesI made an exception and applied an additional credit of $to your account to total the $billed 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
February 11, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 10, 2016, we received your correspondence dated February 9, 2016, filed with the Revdex.com You expressed concern with the increased monthly rateYou requested that the monthly rate you were promised be honored or that you be released from your term commitment When we spoke on February 10, 2016, I advised you that you established your service under the Digital Home Advantage (DHA) promotion with a 12-month programming discount, free premium channels for three months and the Protection Plan free for six monthsWhen the free service and discounts ended, you were billed the regular programming price In the interest of resolving this matter, I waived the early termination feeYou accepted this resolutionPer your request, the service will be disconnected on March 3, You agreed to return the leased equipment to DISH NetworkReturn boxes with labels will be delivered to your home by UPSI also waived the shipping fees for the equipment return We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** Tell us why here
Initial Business Response / [redacted] (1000, 6, 2015/09/04) */ August 24, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the Revdex.com You requested to have a credit of $applied to your DISH Network account I attempted to reach you at (XXX) XXX-XXXX on August 20, and 24, 2015, and I left three voicemails In my last message, I advised you that our Bankruptcy Team adjusted your balance due at the time that your bankruptcy was filedYou received two $credits in July 2014, which more than covered your balance due at the timeAs such, we are not able to apply further adjustments for this issue Please note, a review of your billing reveals that although we have received no payment since May 26, 2014, no late fees have applied to your account 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: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been trying to resolve this since July of and have sent certified letters and received no response from the company...they have customer service reps and supervisors who say they are giving a credit but it never happened nothing was credited to the account because they charged the same amount they say was a credit so it was a wash out.....Dish is a rip off as I have seen from the numerous complaints on this site alone...They might as well give a credit for the balance because they will not get any money from me ever againIf Dave contacted me on the above dates he did not let any messages I would have certainly called him back so he is a liar Final Business Response / [redacted] (4000, 10, 2015/09/24) */ September 16, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 11, 2015, we received your complaint, dated September 7, 2015, filed with the Revdex.com You indicated that a credit was applied to your account but you were then charged the same amountYou also maintain that you were offered additional adjustments that you did not receive, and that I did not leave you any voicemails On August 25, 2015, I responded to the voicemail you left me in response to my previous messagesI was unable to reach you and I left you a fourth voicemail advising you that we have no record of any offers for additional adjustments beyond what you received from our bankruptcy department Please note that you received months of service without making a single paymentAs you indicated in your voicemail that the service was in use the entire time, we request that your balance of $1,be paid 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: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
December 31, [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Better Business Bureau I unsuccessfully attempted to contact you at ###-###-#### on December 23, and 31, 2015, and I left three messages You indicated that you filed a damage claim for your TV and that you want it fixedYou prefer this outcome over receiving account credits A review of your account reveals that on November 11, 2015, you accepted a $credit to your DISH Network accountEnclosed is a copy of the settlement letterOnce the letter is signed and returned, the credit will be applied to your account 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:am to 3:pm MDT ###-###-#### Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
March 24, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 22, 2016, we received your correspondence, dated March 19, 2016, filed with the Revdex.com You stated that you experienced several billing issues with your DISH Network serviceYour attempts to address these matters were unsuccessful and the customer service that you encountered did not meet your expectationsYou requested that the matter be resolved and the necessary adjustment be applied to your account When we spoke on March 22, 2016, I agreed to apply the adjustments necessary to correct your billingYou accepted this resolution We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and your continued loyalty If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
December 17, Ms [redacted] , VA Re: Revdex.com Complaint # [redacted] Dear Ms***: On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com My attempts to contact you by phone at ( [redacted] on December 15, and 17, 2015, were unsuccessful; however, I left a message You expressed concern with the promotional offer that was approved for DISH Network service DISH Network offers several promotions that require a credit qualificationDISH Network will only deny or approve promotional requests based upon information received from the credit bureaus Based on the information obtained, you only qualify for our Flex TV offerThis offer requires an upfront payment for an activation fee and the purchase of equipment We are unable to honor your request to waive the upfront costs or bill the fees at a later date 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:am - 3:pm MDT ( [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
July 12, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 27, 2016, we received your correspondence, dated June 23, 2016, filed with the Revdex.com You said that a payment of $was collected without your authorizationYou requested a refund and that your Non-Sufficient Funds (NSF) fees be paid Ms [redacted] , a DISH Network Dispute Resolution Specialist, attempted to reach you at [redacted] and [redacted] on June 27, 2016, without successShe also sent an email to [redacted] (enclosed) Our records reveal that Electronic Funds Transfer (EFT) for payment was added to your DISH Network account on January 1, 2016, though your online accountThe payment of $was collected through EFT on June 19, 2016, for programming from June 19, 2016, through July 18, The unreturned equipment fee of $was removed from your account on June 20, 2016, and a credit of $was applied to your accountThese credits total $A refund for this same amount was applied to your checking account on June 27, We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] cc:
May 6, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On May 4, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com You expressed concern with the balance of $that was reported to collections by DISH NetworkYou maintain that you were told your account would be closed at no charge because of the installation issues with your landlord’s homeYou would like the balance removed Your service was activated on February 25, 2014, with a 24-month commitmentI’ve enclosed a copy for your reviewI also enclosed a copy of the service agreement, wherein you agreed and accepted the installation On February 25, 2014, you contacted us to inform us that your neighbor’s DIRECTV line was cut by our technicianAt that time, you were told that we were unable to resolve the issue, as our technicians are not trained to install non-DISH Network servicesYou contacted us again on February 26, 2014, requesting a technician because your line was cut when your neighbor’s DIRECTV line was repairedA technician visit was completed on February 27, 2014, to resolve this matterNo additional installation issues were reported Our records show that you contacted us on May 4, 2014, to cancel your service because of your dissatisfaction with sporting blackoutsAt that time, you were told that an early termination fee would apply and you accepted our representative’s offer to place your service on DISH Pause on May 24, Please be advised that DISH Pause does not count towards the term commitment--it actually extends the term commitment by the number of months the service is pausedAlthough DISH Pause is $a month, the representative waived the monthly fee for nine monthsA confirmation email regarding DISH Pause was sent to you at [email protected] on May 24, DISH Pause was automatically removed on February 24, 2015, because the allowed time frame had been exceededAt that time, your previous service was restoredNotification of the removal was sent to the email address above When you contacted us on April 12, 2015, you were again advised that an early termination fee would apply if your service was disconnectedA representative from our Office of the President offered to place your service back on DISH Pause and apply a one-time credit of $for the past service chargesYou acceptedThe credit and service changes left your account with a balance of $ Since we did not receive a payment, your service was interrupted for non-payment on May 21, An early termination fee of $was applied for the non-fulfillment of your term commitmentYou were also charged two $box return fees, bringing your total balance to $Enclosed are copies of the billing statements that we sent on June 20, 2015, and July 20, On July 30, 2015, you called us regarding the collection notice that you received and the balance was explained to you at that time When I spoke with you by phone on May 5, 2016, I advised you that we are unable to honor your request to remove the charges, as they are valid 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] *
June 14, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 7, 2016, we received your complaint, dated June 4, 2016, filed with the Revdex.com You indicated that you were advised to change your programming on June 4, 2016, to avoid prorated chargesAfter you did this, prorated charges were applied to your account and you requested that they be removedIn addition, you expressed concern with the customer service you received When I spoke with you by telephone today, I informed you that one June 7, 2016, you were provided a $credit to your account to offset the $prorated chargesYou are billed for service from the 15th of each month to the 14th of the following monthTo avoid prorated charges, programming must be changed on the 14th of the monthKeep in mind that your bill will cycle before the changes are reflected I apologize for the customer service you receivedWe strive to provide excellent service, and we regret that your experience was unfavorable 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
January 6, 2016Mrand Mrs [redacted] and [redacted] ** ***Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrand Mrs [redacted] :On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.You said that you were not told that you needed an internet connection in order to view our On-Demand programmingYou requested we provide you with an unlimited internet data plan or that you be released from your contractWhen we spoke, I informed you that I reviewed the recording of your sales call and I found that our agent advised you that we don’t recommend that you use streaming services with our internet serviceHowever, I offered to release you from your internet contract at no costI also explained that if you would like to cancel your television service, there will be a $early termination feeYou said that you will consider my offers and call back with your decision 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: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com [redacted] *** Denver, CO *** [redacted] ***
March 24, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 18, 2016, we received your correspondence, dated March 17, 2016, filed with the Revdex.com You expressed concern with the increased monthly priceYou requested a discounted billing rate and asked that the premium channels be added to your programming at no costYou also provided feedback regarding your customer service experience You currently subscribe to the Latino Max package, DVR service and the Protection PlanWith the receiver fee, your monthly billing rate before tax is $ When we spoke today, I advised you that we previously made an exception and applied $monthly credit to your account from November through February When the credits ended on February 14, 2016, the regular price was applied I informed you that I reviewed your recorded calls that took place on March 17, I found that our agents addressed your concerns in a professional manner While we appreciate your business, we cannot continue to discount the programming priceTo reduce your bill, you may downgrade your programming package at any timeYour service is paid through March 28, As a courtesy, I added the HBO, Cinemax and Starz channels to your account free for three months When the free trial period ends, the regular price will apply 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.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
January 22, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On January 20, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com You said you experienced technical issues with the equipment that were not resolved by the technician, and you disputed the early termination feeYou maintain that the technician took the equipment from your homeYou requested that the equipment fees be removedYou also indicated that you did not sign the Digital Home Advantage (DHA) agreement When we spoke on January 21, 2016, I informed you that I reviewed your recorded calls and found that the technical issues occurred as you had requested that a Joey receiver be located over feet away from the Hopper Sling at a different locationNevertheless, I made an exception and removed the $early termination fee from your account We have no record that the equipment was returned to DISH NetworkI advised you that your concerns were forwarded to the DISH Network Retail Service Department for further investigation of the location of the equipmentWhen I receive confirmation that the equipment was retrieved by the retailer, I will remove the balance of $from your account Please note that your concern regarding the signature on your agreement was also reported to the appropriate personnel for internal review We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST
Dear Ms [redacted] : On December 29, 2015, we received your complaint, dated January 29, 2016, filed with the Revdex.comYou continue to maintain that this account should have been disconnected in June As previously advised, a thorough investigation was completed and we found that you did not disconnect your account in June You were to call us back with further instructions and we received no further communication from you until January 5, We reviewed the calls from June 22, 2015, forward and there is no record of a call on June 24, Additionally, the account is automatically time-stamped when the account is accessedThere are no time-stamps or notes after June 22, 2015, until January 5, We provided the details of our findings in my last correspondence (copy enclosed)The charges remain validPlease note that we have received the equipment and it was removed from the accountIf 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
Dear Mr***: On March 21, 2016, we received your complaint, dated March 17, 2016, filed with the Revdex.comYou expressed concern with the promotion that your service was established with, and the date of activationFurther review of your account shows that it was activated on December 2, 2015, not February 2, I apologize for the typographical error As previously advised, your service was activated with our Flex promotionEnclosed is a copy of your 24-month agreementWe also show that an email was sent to you at [redacted] on December 1, 2015, disclosing the terms and conditions of your promotion If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely,
February 13, [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms*** On February 8, 2017, we received your complaint, dated February 7, 2017, filed with the Revdex.comYou said that you experienced technical issues and you expressed concern about the level of customer service you receivedWhen we spoke, I advised you that I reviewed every call associated with your accountWe received one technical support call from you--on August 27, The first discussion concerning disconnection was on October 29, 2016, when you advised our agent that you would contact us at a later date to disconnect your account On December 23, 2016, you requested to disconnect your accountAs your service was interrupted due to non-payment on December 3, 2016, your billing was backdated to that date when your account was disconnected on January 2, Since we have no record of ongoing technical issues, and as we have no record of the requests to disconnect that you said you made, we are unable to adjust your balance for this issue As I informed you, your current balance of $will be reduced to $once your leased equipment is returnedIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Phone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted] [redacted] ** *** [redacted] ***
March 13, Mr [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On March 9, 2018, we received your complaint, dated March 8, 2018, filed with the Revdex.com You expressed concern that your credit card account information was not updated for automatic payments when you called in January 2018, and your payment was declined the following monthYou also disputed the $charge for enrolling in automatic paymentsIn addition, you mentioned the customer service you received When I spoke with you by telephone today, I advised you that your account shows the last payment made was on January 29, 2018, from the credit card account ending in ***A review of your call revealed that the agent processed a one-time payment with that account, but did not use it to update your automatic paymentsThis caused the automatic debit for your February 12, 2018, billing statement to process from the old card and the payment to be declinedOur records show that the credit card account ending in [redacted] is now enrolled in automatic paymentsI apologize for the confusion A $hold is placed on the credit card account being enrolled in automatic payments to link it to your DISH Network accountThe hold is lifted within a few days and it is not a fee or additional chargeWe regret that you do not agree with our policy and procedures We strive to provide excellent service and regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
October 25, Dear Ms [redacted] : On October 19, 2016, we received your complaint, dated October 16, 2016, filed with the Revdex.com You maintain that you were unaware of the term commitment and you disputed the early termination feeYou requested a refund and to receive composition for overdraft fees You participated in the DISH’n It Up (DIU) equipment upgrade with a 24-month commitmentBecause you disconnected the service prior to the promotional fulfillment date, you were billed $for an early termination feeUnder this promotion, you authorized DISH Network to access the qualifying credit card account to collect payment for the early termination feeI enclosed a copy of your signed DIU agreement for your review When we spoke today, I advised you that I reviewed your recorded call from February 21, (the date the DIU was ordered)I found that the agent provided full disclosure for the DIU promotion and you accepted Nevertheless, I made an exception and I removed the early termination fee from your accountI submitted a refund in the amount of $Please allow five business days for processingThis is the amount that was collected for the early termination feeYour request for compensation for overdraft fees cannot be honored If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-#### Enclosure
February 25, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 23, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com You indicated that you do not agree with our response While we sincerely regret that you do not agree with our response, please review my previous response wherein I advised you that you were not provided incorrect information, other than for one fee, which I reversed 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/11) */ April 30, Mr [redacted] W [redacted] ***, [redacted] Re: Revdex.com Complaint # [redacted] Dear Mr [redacted] : On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the Revdex.com You maintain that a DISH Network account was established with your personal information without your authorizationHowever, you also mentioned that the account was supposed to be transferred to someone elseYou would like for the outstanding balance to be removed from your name Our records reveal that although you contacted us and inquired about transferring the service to another person, the transfer of the account was never completedAs a result, the account remained in your name and you are responsible for the outstanding balance On April 28, 2015, you spoke with Ms [redacted] She explained that if you claim that you have never had DISH Network service or authorized the account to be set up with your personal information, you will need to open an identity theft claim by sending the following documentation to the DISH Network Identity Theft Team: Identity Theft Affidavit: A fully completed identity theft affidavit (enclosed)The affidavit must be signed to be valid Police Report: A copy of an official police report or police incident report regarding this instance of identity theft Photocopy of valid State or U.Sissued ID: A legible photocopy of a valid U.Sgovernment issued identification card (e.g., driver's license or ID card, passport or military ID card) Please send the required documents to: DISH Network Identity Theft Team PO Box Littleton, CO [redacted] Fax: (***) ***- [redacted] 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:am - 3:pm MDT (***) ***- [redacted] Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dish employees transferred this service not me and kept it in my name against my express authorization, to settle this claim I will get the equipment mailed back to them, and they and they will take 50% off the bill and the remaining unpaid bill to Debbie and John McDaniel at county road 12, headland, Alabama (334)889-as they are responsible for the unpaid bill and equipment not me Final Business Response / [redacted] (4000, 8, 2015/05/18) */ May 13, Mr [redacted] W [redacted] ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the Revdex.com You expressed further concern with the DISH Network balance in your name As previously advised, this account was never transferred to someone else because we were not contacted to finalize the transferSince the service was initially established in your name, the account remained in your nameAs a result, you are responsible for any outstanding balance or unreturned equipment Although you maintain that half of the outstanding balance will be waived once the equipment is returned and will be billed to a third party, our records do not confirm thisI am willing to waive the entire balance once the equipment is receivedYou may contact me directly to accept this offer 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:am - 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Final Consumer Response / [redacted] (2000, 10, 2015/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2015/07/10) */ July 6, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] ***: On July 3, 2015, we received your complaint, dated July 2, 2015, filed with the Better Business Bureau You stated that you never received the correct discount on your bundle bill for your DISH Network serviceYour attempts to resolve the matter were unsuccessfulYou requested that your early termination fee be waived and your account be disconnected In our July 3, 2015, email correspondence, you confirmed that your account was disconnectedI apologized that your new customer promotional credits were not applied to your bill correctlyI agreed to waive your early termination fee and 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, Shelley Antrillo Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (2000, 9, 2015/07/14) */ I received an e-mail on July from a dispute resolution specialist answering my complaintShe has stated that she has waived my early termination fee and to please reply to her email for acceptance of resolution I responded with an acceptance e-mailWhile I am still waiting on the packaging to return equipment, I would like to keep the complaint open until I receive the packaging, all items are returned and a receipt is issued without additional charges
May 3, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On April 28, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com My attempts to contact you by phone at [redacted] on April and 29, 2016, and May 2, 2016, were unsuccessful; however, I left three messages You expressed concern with the charges that were applied to your account for the movie channelsYou indicated that you were told the movie channels would be removed automatically at the end of the free trial We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel The movie channels (HBO, Cinemax, Showtime and Starz) and DISH Movie package were included with your promotion for three months freeSince the offer ended on February 24, 2016, and the channels were not removed, you began to be billed the regular service charges totaling $ Our records show that on February 3, 2016, we notified you via email at [redacted] @yahoo.com the promotion was endingWe also provided reminders of the promotional offers on your first three billing statementsYour February 25, 2016, billing statement disclosed that the promotion had ended and the charges were included in the amount billed The services were removed from your account on April 12, A total credit of $was applied to your account for the past chargesI made an exception and applied an additional credit of $to your account to total the $billed 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
February 11, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 10, 2016, we received your correspondence dated February 9, 2016, filed with the Revdex.com You expressed concern with the increased monthly rateYou requested that the monthly rate you were promised be honored or that you be released from your term commitment When we spoke on February 10, 2016, I advised you that you established your service under the Digital Home Advantage (DHA) promotion with a 12-month programming discount, free premium channels for three months and the Protection Plan free for six monthsWhen the free service and discounts ended, you were billed the regular programming price In the interest of resolving this matter, I waived the early termination feeYou accepted this resolutionPer your request, the service will be disconnected on March 3, You agreed to return the leased equipment to DISH NetworkReturn boxes with labels will be delivered to your home by UPSI also waived the shipping fees for the equipment return We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** Tell us why here
Initial Business Response / [redacted] (1000, 6, 2015/09/04) */ August 24, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the Revdex.com You requested to have a credit of $applied to your DISH Network account I attempted to reach you at (XXX) XXX-XXXX on August 20, and 24, 2015, and I left three voicemails In my last message, I advised you that our Bankruptcy Team adjusted your balance due at the time that your bankruptcy was filedYou received two $credits in July 2014, which more than covered your balance due at the timeAs such, we are not able to apply further adjustments for this issue Please note, a review of your billing reveals that although we have received no payment since May 26, 2014, no late fees have applied to your account 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: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been trying to resolve this since July of and have sent certified letters and received no response from the company...they have customer service reps and supervisors who say they are giving a credit but it never happened nothing was credited to the account because they charged the same amount they say was a credit so it was a wash out.....Dish is a rip off as I have seen from the numerous complaints on this site alone...They might as well give a credit for the balance because they will not get any money from me ever againIf Dave contacted me on the above dates he did not let any messages I would have certainly called him back so he is a liar Final Business Response / [redacted] (4000, 10, 2015/09/24) */ September 16, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 11, 2015, we received your complaint, dated September 7, 2015, filed with the Revdex.com You indicated that a credit was applied to your account but you were then charged the same amountYou also maintain that you were offered additional adjustments that you did not receive, and that I did not leave you any voicemails On August 25, 2015, I responded to the voicemail you left me in response to my previous messagesI was unable to reach you and I left you a fourth voicemail advising you that we have no record of any offers for additional adjustments beyond what you received from our bankruptcy department Please note that you received months of service without making a single paymentAs you indicated in your voicemail that the service was in use the entire time, we request that your balance of $1,be paid 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: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
December 31, [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Better Business Bureau I unsuccessfully attempted to contact you at ###-###-#### on December 23, and 31, 2015, and I left three messages You indicated that you filed a damage claim for your TV and that you want it fixedYou prefer this outcome over receiving account credits A review of your account reveals that on November 11, 2015, you accepted a $credit to your DISH Network accountEnclosed is a copy of the settlement letterOnce the letter is signed and returned, the credit will be applied to your account 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:am to 3:pm MDT ###-###-#### Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
March 24, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 22, 2016, we received your correspondence, dated March 19, 2016, filed with the Revdex.com You stated that you experienced several billing issues with your DISH Network serviceYour attempts to address these matters were unsuccessful and the customer service that you encountered did not meet your expectationsYou requested that the matter be resolved and the necessary adjustment be applied to your account When we spoke on March 22, 2016, I agreed to apply the adjustments necessary to correct your billingYou accepted this resolution We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and your continued loyalty If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
December 17, Ms [redacted] , VA Re: Revdex.com Complaint # [redacted] Dear Ms***: On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com My attempts to contact you by phone at ( [redacted] on December 15, and 17, 2015, were unsuccessful; however, I left a message You expressed concern with the promotional offer that was approved for DISH Network service DISH Network offers several promotions that require a credit qualificationDISH Network will only deny or approve promotional requests based upon information received from the credit bureaus Based on the information obtained, you only qualify for our Flex TV offerThis offer requires an upfront payment for an activation fee and the purchase of equipment We are unable to honor your request to waive the upfront costs or bill the fees at a later date 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:am - 3:pm MDT ( [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
July 12, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 27, 2016, we received your correspondence, dated June 23, 2016, filed with the Revdex.com You said that a payment of $was collected without your authorizationYou requested a refund and that your Non-Sufficient Funds (NSF) fees be paid Ms [redacted] , a DISH Network Dispute Resolution Specialist, attempted to reach you at [redacted] and [redacted] on June 27, 2016, without successShe also sent an email to [redacted] (enclosed) Our records reveal that Electronic Funds Transfer (EFT) for payment was added to your DISH Network account on January 1, 2016, though your online accountThe payment of $was collected through EFT on June 19, 2016, for programming from June 19, 2016, through July 18, The unreturned equipment fee of $was removed from your account on June 20, 2016, and a credit of $was applied to your accountThese credits total $A refund for this same amount was applied to your checking account on June 27, We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] cc:
May 6, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On May 4, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com You expressed concern with the balance of $that was reported to collections by DISH NetworkYou maintain that you were told your account would be closed at no charge because of the installation issues with your landlord’s homeYou would like the balance removed Your service was activated on February 25, 2014, with a 24-month commitmentI’ve enclosed a copy for your reviewI also enclosed a copy of the service agreement, wherein you agreed and accepted the installation On February 25, 2014, you contacted us to inform us that your neighbor’s DIRECTV line was cut by our technicianAt that time, you were told that we were unable to resolve the issue, as our technicians are not trained to install non-DISH Network servicesYou contacted us again on February 26, 2014, requesting a technician because your line was cut when your neighbor’s DIRECTV line was repairedA technician visit was completed on February 27, 2014, to resolve this matterNo additional installation issues were reported Our records show that you contacted us on May 4, 2014, to cancel your service because of your dissatisfaction with sporting blackoutsAt that time, you were told that an early termination fee would apply and you accepted our representative’s offer to place your service on DISH Pause on May 24, Please be advised that DISH Pause does not count towards the term commitment--it actually extends the term commitment by the number of months the service is pausedAlthough DISH Pause is $a month, the representative waived the monthly fee for nine monthsA confirmation email regarding DISH Pause was sent to you at [email protected] on May 24, DISH Pause was automatically removed on February 24, 2015, because the allowed time frame had been exceededAt that time, your previous service was restoredNotification of the removal was sent to the email address above When you contacted us on April 12, 2015, you were again advised that an early termination fee would apply if your service was disconnectedA representative from our Office of the President offered to place your service back on DISH Pause and apply a one-time credit of $for the past service chargesYou acceptedThe credit and service changes left your account with a balance of $ Since we did not receive a payment, your service was interrupted for non-payment on May 21, An early termination fee of $was applied for the non-fulfillment of your term commitmentYou were also charged two $box return fees, bringing your total balance to $Enclosed are copies of the billing statements that we sent on June 20, 2015, and July 20, On July 30, 2015, you called us regarding the collection notice that you received and the balance was explained to you at that time When I spoke with you by phone on May 5, 2016, I advised you that we are unable to honor your request to remove the charges, as they are valid 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] *
June 14, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 7, 2016, we received your complaint, dated June 4, 2016, filed with the Revdex.com You indicated that you were advised to change your programming on June 4, 2016, to avoid prorated chargesAfter you did this, prorated charges were applied to your account and you requested that they be removedIn addition, you expressed concern with the customer service you received When I spoke with you by telephone today, I informed you that one June 7, 2016, you were provided a $credit to your account to offset the $prorated chargesYou are billed for service from the 15th of each month to the 14th of the following monthTo avoid prorated charges, programming must be changed on the 14th of the monthKeep in mind that your bill will cycle before the changes are reflected I apologize for the customer service you receivedWe strive to provide excellent service, and we regret that your experience was unfavorable 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT