Complaint: [redacted]
I am rejecting this response because: My brother did call to place this service on pause on 12-28-15, despite what your records indicate. I am sure you must have a meter that would show that no service was used for the period in question that you took money out of his account for.I am appalled that you would treat people in such a manner, especially senior citizens who do not have that much of an income to start with. However, in reading all the complaints against Dish Network, I am not surprised.My brother, [redacted], does not accept that there is nothing owed to him on this dispute and will be taking the complaint to another source.
Sincerely,[redacted] for
[redacted]
Thanks for the e-mail, that is quite a creative summary that you wrote there.. not sure if it's just a case of mistakes or just flat out lies. Number one, your equipment never worked properly, starting with the very first time I tried turning on your equipment, that was may 13th 2017, the day following your equipment installation. I contacted you MANY times about the problems with your equipment, but only got the run around each and every time. First, it was "sir, maybe it's your house that's the problem." One technician blamed an HDMI cable, nothing but excuses. Nobody offered to actually fix the problem, EVER. No mention of replacing the receivers, nothing, just a lot of "sorry sir, I'm not sure what to tell you".. "there's nothing wrong here at our end"... "sir, I'm just trying to provide the best service possible." One of my most recent calls to you lasted over an hour. One of your tech support people had me pull up your diagnostics page and read back certain information. I remember he had me look up the signal strength... It was at ZERO, no signal strength at all. And to think about all of the times that I had to listen to so many of you tell me there is nothing wrong at your end, when it WAS at your end this whole time. Why can you not just apologize, admit you did a horrible job, and quit making excuses? Now, as far as the 3 month free premium movie package preview, when you sent an e-mail letting me know that 3 months was coming up, I called and cancelled all of those channels, I remember your CSR telling me exactly the date that these channels would be shut off. When you went ahead and charged me anyways, I called and was told by another CSR of yours that the first CSR only cancelled some of the channels, but left one or more still active. That was not my failure. Part of my service included the nfl red-zone channel. It didn't work at first. I called you and was initially told by your CSR that I did not have the red-zone channel. If I wanted that channel, I was told, I would have to purchase it. I was mad, your CSR lied. I had to call back and talk to someone else. This CSR told me that I did have the red-zone channel. Within 5 minutes, she had activated the channel. Why the first CSR couldn't handle that, I do not know. During the first week on your service, one of my local channels disappeared from your line-up. You charge me an extra $10/month to have access to my local channels. When I called to find out why, I was told that I never had that channel. (That channel broadcasts my football teams' home games) But, I asked how could I have a program recorded on my dvr that came from that exact channel? Lied to, again. You also charged me for some kind of equipment insurance. I refused, and got another add-on charge refunded to my credit card. Within one week, neither of my receivers worked properly, no DVR, no live TV, nothing. I know it was not just a coincidence that it happened right after the equipment insurance ran out. You could've done the right thing during those first 6 months and replaced my receivers. I know my hopper is older than your current old model. My hopper has a port in the front that is labeled "Blockbuster video" they haven't been in business for many years (you remember, you aquired Blockbuster about 7 years ago when they were going out of business)... your equipment also allowed me access to one of your previous customer's [redacted] account, it was still active and your equipment allowed me to make changes to his/her account. I had to call you for help with removing his/her account so that I could have my own [redacted] account (you know, using your apps settings). Even though I had to contact the Revdex.com, I'm glad that I can cancel my Dish network tv service with no early termination fees, I do appreciate that. I'd like you to please send out your tech on Monday, January 22, 2018 to remove your equipment from on top of my roof. Please cancel my service starting that same Monday, 1/22/18. I need service through 1/21/18 (so I can watch the nfl play-offs). Thanks in advance for your help. Please let me know if you can send out a tech on 1/22/18, I'll be home. You can reach me at [redacted]Thanks againYours truly[redacted]
Initial Business Response /* (1000, 5, 2015/06/26) */
June 24, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 22, 2015, we received your complaint, dated June 19, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee of $260.00 that was applied to your account. You indicated that the incorrect address is listed on the contractual agreement. You would like the fee waived and the leased equipment picked up.
Your service was activated on June 30, 2014, with a 24-month commitment. Please be advised that although the address on the agreement may differ, the agreement lists the account number for which the term commitment is required. Additionally, our records show that an email was sent to [redacted]@ATT.[redacted] on June 30, 2014, notifying you of the term commitment.
Your service was disconnected on June 16, 2015. Since the 24-month commitment was not fulfilled, an early termination fee of $260.00 was applied to your account.
When I spoke with you by phone today, I advised you that I made an exception and removed the early termination fee from your account. I also told you that boxes for the return of the equipment were shipped to your home on June 23, 2015. Please allow two to three days for delivery.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for you help with this issue.
April 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On April 20, 2016, we received your rebuttal, dated April 20, 2016, filed with the Revdex.com. You maintain that you experienced 18 months of intermittent signal loss and poor customer service. You repeated that you would have family and friends file complaints as well. As we discussed previously, as the past-due status of your bill is not under DISH Network’s control, we are unable to provide you with free service. When we spoke, I offered to send a technician to check your system but you declined unless you also received a credit. Our records indicate that the last time DISH Network was contacted concerning a technical issue for your account was September 12, 2015. If you are experiencing any sort of technical issue, please contact us. However, please note that your account is currently interrupted due to non-payment, so we will be unable to provide troubleshooting until the bill is brought current. 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]
December 13, 2016 Dear Ms. [redacted]: On December 12, 2016, we received your complaint, dated December 9, 2016, filed with the Revdex.com. You said that you received a payment declined email from DISH Network. You made a manual payment...
but your automatic payment was also debited, causing non-sufficient funds (NSF) fees. When we spoke, you declined to discuss the issue. Our records indicate that the email to which you refer was sent in error. You advised us of this issue on December 7, 2016, and the agent with whom you spoke refunded you $57.22 ($21.22 for your payment and $36.00 for the NSF fee) on December 8, 2016. Our back office also applied your payment and refunded an additional $21.22 on December 10, 2016. We sincerely regret any inconvenience this system issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
[redacted] Dear Ms. [redacted]: On June 7, 2016, we received your complaint, dated June 3, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on June 7, 13 and 14, 2016, and I left three messages. You expressed concern with the following: Video On Demand (VOD) Signature on work order Billing Customer service You indicated that you experienced technical issues with your VOD feature. In addition, you claim that you are paying for a service that you are not receiving, and you expect compensation. VOD is an added bonus and there is no charge for it unless you order a VOD that includes a charge. Additionally, a review of the original sales chat revealed that there was no mention of VOD and it was not requested. This indicates that you did not specifically subscribe to DISH Network service for that feature. We are aware of some issues with the VOD feature and it has been forwarded to the manufacturer for research, but there is no estimated time for a resolution. Since you are not paying for this feature, no credit is warranted. You indicated that you did not sign the service agreement when the technician was at your residence on December 26, 2015. You accepted a credit of $10.00 for six months as a resolution. The information was forwarded and it will be addressed internally. This account was established under the Digital Home Advantage (DHA) 24-month agreement on June 3, 2015. You also enrolled in a new customer promotion that provided a $45.00 monthly credit for the first year of your service. Your $45.00 credits expired on your April 18, 2016, billing statement and you are now being billed at the regular rate. I apologize on behalf of DISH Network that you were dissatisfied with the customer service you 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 through Friday 7:00 am to 3:30 pm MDT
July 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 11, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. You indicated that you have not received the code to redeem your Netflix offer after several requests. Our records show that an email was sent to you at [redacted]@cable1.com on March 11, 2016, with the Netflix code. When I spoke with your wife by phone on July 11, 2016, I advised her that the email was resent to a different email address on July 7, 2016; however, she confirmed that both email addresses were incorrect. I corrected your email address to [redacted]@cableone.com and I resent the Netflix redemption code. Please allow 72 hours for delivery. We 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.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
August 15, 2016 Dear Mr. [redacted]: On August 11, 2016, we received your rebuttal, dated August 11, 2016, filed with the Revdex.com. You disagreed with my previous response regarding ceasing the mailing of advertisements. As explained, I placed your contact information on the internal DISH Network Do No Contact list. However, we do not share any information with independent companies that sell our product. These are independent companies which set their own business policies and procedures. For this reason, we suggested that you contact the phone number on each of the advertisements and request to be placed on their Do Not Contact list. To prevent unwanted mail, we encourage you to contact your local post office and register with the Direct Marketing Association. You may register free online at www.dmachoice.org, or by mail for a fee at: DMA Choice Direct Marketing Association �...⇄ PO Box 643 Carmel, NY 10512 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, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Dish TV routinely misrepresents the existence of false expired contracts and uses the intimidation of a bad credit report to force its clients to pay exorbitant fees. Most importantly Dish TV attempted to ROB my autopay bank account of $360 in false early termination charges twice before I finally forced Dish TV to remove these false charges through multiple complaints I filed through federal, state and private consumer protection agencies, as well as my own determination to sue in court if necessary. I hope Revdex.com will make my complaint public in its online database so other consumers can be better informed and protected from Dish TV's unethical, illegal, and ongoing predatory practices.
[redacted]
[redacted] Dear [redacted]: On October 2, 2017, we received your complaint, dated September 28, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that you were told there would be no contract, and you only signed a service agreement. You also stated that you experienced technical issues and you were not provided with our newest equipment. Your DISH Network service was activated on September 7, 2017, with a 24-month commitment. Please be advised that we do not offer a trial period for our service. The handheld device provided by the installer requires a signature for the service agreement, which verifies that the installation has been completed and the 24-month commitment has been agreed to. A review of the sales call from September 5, 2017, found that our representative disclosed the 24-month commitment and associated early termination fee. Our records do not show that you contacted us regarding any technical issues with your equipment. On September 30, 2017, your concerns were addressed by [redacted] from our Corporate Escalations Team. [redacted] offered to provide you with our Hopper 3 receiver; however, you declined and opted to cancel your service. [redacted] advised you that the early termination fee is valid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was told on the telephone and so was my sister in law at the same time on speaker phone that [redacted] did qualify for an account the only problem was the first payment had to be done from a credit or debit card which [redacted] did not have. The only reason my name was involved with this was the customer rep that we set all this up with said that [redacted] could have the first payment payed with my card having the account in my name until the first payment was paid and than me and [redacted] could switch the account to her name in full. We meaning myself and [redacted] were told that [redacted] qualified for the account and there was no problem there and that the account was fully changed over to [redacted]'s name. I know for a fact that all the phone calls are recorded and I am demanding in the nicest way possible that all calls made on behalf of the said account be pulled and listened to and than the truth will be revealed. [redacted] has no problem setting up a payment arrangement with Dish. In that case none of this bill should be on my credit report at all. If it is necessary I will take this to court and I will be seeking for all my legal fees be payed as well as this matter being removed from my account. Sincerely, [redacted]
Sincerely,
[redacted]
December 28, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 23, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com.
You continue to dispute that your damage claim was denied.
As previously advised, the scheduled technician visits determined that there was no problem found with the DISH Network equipment. Therefore, the early termination fee remains valid.
As an exception, I reversed the $69.99 TV tune-up fee.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 20, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 15, 2015, we received your complaint, dated May 14, 2015, filed with the Better...
Business Bureau.
My attempts to contact you by phone at ([redacted]) [redacted] on May 18, 19 and 20, 2015, were unsuccessful, and there was no option to leave a message.
You expressed concern with the balance of $114.27 that was referred to collections by DISH Network. You maintain that you established your service through [redacted] and opted to cancel all services in January 2015. You also said that you have not received an agreement as you requested.
Your DISH Network service was established on March 31, 2010, with a 24-month commitment as a bundle through [redacted]. Your term commitment was fulfilled on March 30, 2012. As a result, you were not charged any cancellation fees. We were unable to retrieve a copy of your agreement.
Although all DISH Network charges were billed through [redacted], we must be contacted directly to disconnect our service, as [redacted] and DISH Network are separate companies. Your service was disconnected on March 20, 2015, for non-payment. Our records do not show that we received a disconnection request until March 25, 2015. The balance of $114.27 on your account is for services through March 20, 2015. Since the balance was not paid, it was referred to collections on May 1, 2015.
I removed the charges from your account, leaving a zero balance. I also requested that any negative information reported to the credit bureaus be removed. Please allow six to eight weeks for processing.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thankyou!!
[redacted] Dear Ms. Smith: On July 27, 2017, we received your complaint, dated July 26, 2017, filed with the Revdex.com. You said that you were told that you had 30 days to disconnect your account without penalty. You also indicated that you didn’t receive consistent service. You requested that we waive your early termination fee. When we spoke, I advised you that we don’t offer a trial period for service. Our records reflect that a technician was sent to your home on one occasion due to technical issues. The technician found that a cable was extended, causing your signal issue. This cable was replaced and the issue was resolved. I informed you that we consider your contract to be valid; however, I offered to reduce your early termination fee from $460.00 to $99.00. You agreed to my offer and I advised you that your new account balance is $164.60. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/10/02) */
September 24, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your correspondence, dated September...
22, 2015, filed with the Revdex.com.
You expressed concern with the Pay-In-Advance terms.
When I spoke with your husband, Mr. [redacted] Edlen, today, he requested a DISH'n It Up (DIU) equipment upgrade for one HD DVR Duo receiver and one Solo HD receiver. He provided a prepaid credit card account to qualify for the promotion and the system did not accept it. I advised him that we accept payments with prepaid accounts. However, a major credit card or a debit card from your bank with a Visa or MasterCard logo must be used to qualify for our promotions. I regret any confusion.
Our records show that a refund of $291.19 was applied to credit card ending in 8446, on September 22, 2015.
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 (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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/08/24) */
August 19, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 13, 2015, we received your complaint, dated August 12, 2015, filed...
with the Revdex.com.
You expressed dissatisfaction with the picture quality but said that you continued your service, as credits were provided. You requested an equipment upgrade without a 24-month commitment. You also disputed the early termination fee for the original Digital Home Advantage (DHA) promotion. You provided feedback regarding your customer service experience.
When we spoke today, I offered to schedule a DISH'n It Up (DIU) equipment upgrade and installation at no cost. However, a 24-month commitment is required. You declined this offer.
In the interest of resolving of coming to an agreement, I waived your DHA term commitment. You may cancel the service at any time without penalty.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
[redacted] Dear Ms. [redacted]: On April 13, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You indicated that you are moving to a location that does not allow the installation of a satellite dish. You requested to be released from the 24-month agreement. You also mentioned the DISH Pause option. When I spoke with you by telephone today, I informed you that you are still bound by the terms of the agreement if you change your location. Our early termination fees and 24-month commitments are necessary to recoup some of our cost and losses we incur when acquiring a new customer. In your case, you received a free installation, free activation, free programming and monthly discounted programming. However, I agreed to reduce the early termination fee by half and I disconnected the service. You accepted this resolution. Boxes will ship for the return of the receivers and remotes. Please keep the return tracking numbers for your records. I apologize that you were offered DISH Pause. This would not be a solution as the DHA agreement is a commitment for 24 consecutive months of programming and it requires a minimum programming package. When an account is placed on DISH Pause, the minimum required package is not met. Therefore, when the service is reactivated, the commitment is extended by the number of months that the account was in DISH Pause status. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
Initial Business Response /* (1000, 5, 2015/05/18) */
May 12, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the Better...
Business Bureau.
You maintain that you did not receive your refund because it was applied to a credit card account that was closed two years ago.
Our records reveal that a refund of $181.96 was applied to your credit card account ending in [redacted] on February 12, 2015. We show that the refund was accepted and has not been returned to DISH Network. Please be advised that it was returned to this credit card account because this was the last form of payment that we received.
When I spoke with you by phone on May 6, 2015, you indicated that your financial institution has opened an investigation in an attempt to locate the refund. You agreed to contact me directly with their findings.
You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this issue to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: that at account was attached to an old friend. I did not give permission to use the card for etf fees. I lived with the person for a short time and helped pay a bill once with that card. Never once was my signature and id used to authorize this transaction. Furthermore. The charge that was taken out of my account had overdrafts my account making it to where I could not pay an electric bill which followed my power at my house with 2 kids being shut off. My day care was not able to be paid and I had to miss days of work. With me being on limited income this was not something I can have happen.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/14) */
September 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 26, 2015, we received your correspondence, dated August 25, 2015,...
filed with the Revdex.com.
You stated that a DISH Network technician came to your home to reinstall your dish after you replaced your roof. You stated that the dish was reinstalled on your roof after you requested that it be placed elsewhere. Your roof is now leaking where the dish was reinstalled, causing damage to your property. You requested that the roof be repaired or you would like your service canceled without penalty.
I forwarded your concerns regarding your damage claim to our Corporate Field Resolutions Department for review. They are standing by their decision to deny your claim. They indicated that they were unable to determine who did the reinstallation and the materials used were not those normally used by DISH Network. If you have any questions regarding your claim, please contact the Corporate Field Resolutions Department directly at X-XXX-XXX-XXXX.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish is responsible as I stated, I watched their technician put the whole thing on the roof. I feel they owe me the cost of repair and I also feel like they are bullying me with said decision. They know that they did this and so do I, but they evidently have bullied before and now it has become common practice. I've talked to the roofer and he said he fixes dish's mess ups all the time. I am ashamed to see what once was a very good company, got big and has sunk to such low standards to avoid fixing their mistakes.
Final Business Response /* (4000, 9, 2015/10/01) */
September 28, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your rebuttal, dated September 23, 2015, filed with the Revdex.com.
You continue to dispute DISH Network's denial of your damage claim. You maintain that a technician came to your home to reinstall your dish after you replaced your roof. You stated that the dish was reinstalled on your roof after you requested that it be placed elsewhere. Your roof is now leaking where the dish was reinstalled, causing damage to your property. You requested that the roof be repaired or you would like your service canceled without penalty.
When we spoke on September 25, 2015, I explained that our Corporate Field Resolutions Department is standing by their decision to deny your claim. They indicated that they were unable to determine who did the reinstallation and the materials used were not those normally used by DISH Network. I offered to provide you a $20.00 credit for 12 months as a courtesy for being a long-term customer. 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]
Complaint: [redacted]
I am rejecting this response because: My brother did call to place this service on pause on 12-28-15, despite what your records indicate. I am sure you must have a meter that would show that no service was used for the period in question that you took money out of his account for.I am appalled that you would treat people in such a manner, especially senior citizens who do not have that much of an income to start with. However, in reading all the complaints against Dish Network, I am not surprised.My brother, [redacted], does not accept that there is nothing owed to him on this dispute and will be taking the complaint to another source.
Sincerely,[redacted] for
[redacted]
Thanks for the e-mail, that is quite a creative summary that you wrote there.. not sure if it's just a case of mistakes or just flat out lies. Number one, your equipment never worked properly, starting with the very first time I tried turning on your equipment, that was may 13th 2017, the day following your equipment installation. I contacted you MANY times about the problems with your equipment, but only got the run around each and every time. First, it was "sir, maybe it's your house that's the problem." One technician blamed an HDMI cable, nothing but excuses. Nobody offered to actually fix the problem, EVER. No mention of replacing the receivers, nothing, just a lot of "sorry sir, I'm not sure what to tell you".. "there's nothing wrong here at our end"... "sir, I'm just trying to provide the best service possible." One of my most recent calls to you lasted over an hour. One of your tech support people had me pull up your diagnostics page and read back certain information. I remember he had me look up the signal strength... It was at ZERO, no signal strength at all. And to think about all of the times that I had to listen to so many of you tell me there is nothing wrong at your end, when it WAS at your end this whole time. Why can you not just apologize, admit you did a horrible job, and quit making excuses? Now, as far as the 3 month free premium movie package preview, when you sent an e-mail letting me know that 3 months was coming up, I called and cancelled all of those channels, I remember your CSR telling me exactly the date that these channels would be shut off. When you went ahead and charged me anyways, I called and was told by another CSR of yours that the first CSR only cancelled some of the channels, but left one or more still active. That was not my failure. Part of my service included the nfl red-zone channel. It didn't work at first. I called you and was initially told by your CSR that I did not have the red-zone channel. If I wanted that channel, I was told, I would have to purchase it. I was mad, your CSR lied. I had to call back and talk to someone else. This CSR told me that I did have the red-zone channel. Within 5 minutes, she had activated the channel. Why the first CSR couldn't handle that, I do not know. During the first week on your service, one of my local channels disappeared from your line-up. You charge me an extra $10/month to have access to my local channels. When I called to find out why, I was told that I never had that channel. (That channel broadcasts my football teams' home games) But, I asked how could I have a program recorded on my dvr that came from that exact channel? Lied to, again. You also charged me for some kind of equipment insurance. I refused, and got another add-on charge refunded to my credit card. Within one week, neither of my receivers worked properly, no DVR, no live TV, nothing. I know it was not just a coincidence that it happened right after the equipment insurance ran out. You could've done the right thing during those first 6 months and replaced my receivers. I know my hopper is older than your current old model. My hopper has a port in the front that is labeled "Blockbuster video" they haven't been in business for many years (you remember, you aquired Blockbuster about 7 years ago when they were going out of business)... your equipment also allowed me access to one of your previous customer's [redacted] account, it was still active and your equipment allowed me to make changes to his/her account. I had to call you for help with removing his/her account so that I could have my own [redacted] account (you know, using your apps settings). Even though I had to contact the Revdex.com, I'm glad that I can cancel my Dish network tv service with no early termination fees, I do appreciate that. I'd like you to please send out your tech on Monday, January 22, 2018 to remove your equipment from on top of my roof. Please cancel my service starting that same Monday, 1/22/18. I need service through 1/21/18 (so I can watch the nfl play-offs). Thanks in advance for your help. Please let me know if you can send out a tech on 1/22/18, I'll be home. You can reach me at [redacted]Thanks againYours truly[redacted]
Initial Business Response /* (1000, 5, 2015/06/26) */
June 24, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 22, 2015, we received your complaint, dated June 19, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee of $260.00 that was applied to your account. You indicated that the incorrect address is listed on the contractual agreement. You would like the fee waived and the leased equipment picked up.
Your service was activated on June 30, 2014, with a 24-month commitment. Please be advised that although the address on the agreement may differ, the agreement lists the account number for which the term commitment is required. Additionally, our records show that an email was sent to [redacted]@ATT.[redacted] on June 30, 2014, notifying you of the term commitment.
Your service was disconnected on June 16, 2015. Since the 24-month commitment was not fulfilled, an early termination fee of $260.00 was applied to your account.
When I spoke with you by phone today, I advised you that I made an exception and removed the early termination fee from your account. I also told you that boxes for the return of the equipment were shipped to your home on June 23, 2015. Please allow two to three days for delivery.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for you help with this issue.
April 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On April 20, 2016, we received your rebuttal, dated April 20, 2016, filed with the Revdex.com. You maintain that you experienced 18 months of intermittent signal loss and poor customer service. You repeated that you would have family and friends file complaints as well. As we discussed previously, as the past-due status of your bill is not under DISH Network’s control, we are unable to provide you with free service. When we spoke, I offered to send a technician to check your system but you declined unless you also received a credit. Our records indicate that the last time DISH Network was contacted concerning a technical issue for your account was September 12, 2015. If you are experiencing any sort of technical issue, please contact us. However, please note that your account is currently interrupted due to non-payment, so we will be unable to provide troubleshooting until the bill is brought current. 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]
December 13, 2016 Dear Ms. [redacted]: On December 12, 2016, we received your complaint, dated December 9, 2016, filed with the Revdex.com. You said that you received a payment declined email from DISH Network. You made a manual payment...
but your automatic payment was also debited, causing non-sufficient funds (NSF) fees. When we spoke, you declined to discuss the issue. Our records indicate that the email to which you refer was sent in error. You advised us of this issue on December 7, 2016, and the agent with whom you spoke refunded you $57.22 ($21.22 for your payment and $36.00 for the NSF fee) on December 8, 2016. Our back office also applied your payment and refunded an additional $21.22 on December 10, 2016. We sincerely regret any inconvenience this system issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
June 14, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 7, 2016, we received your complaint, dated June 3, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on June 7, 13 and 14, 2016, and I left three messages. You expressed concern with the following: Video On Demand (VOD) Signature on work order Billing Customer service You indicated that you experienced technical issues with your VOD feature. In addition, you claim that you are paying for a service that you are not receiving, and you expect compensation. VOD is an added bonus and there is no charge for it unless you order a VOD that includes a charge. Additionally, a review of the original sales chat revealed that there was no mention of VOD and it was not requested. This indicates that you did not specifically subscribe to DISH Network service for that feature. We are aware of some issues with the VOD feature and it has been forwarded to the manufacturer for research, but there is no estimated time for a resolution. Since you are not paying for this feature, no credit is warranted. You indicated that you did not sign the service agreement when the technician was at your residence on December 26, 2015. You accepted a credit of $10.00 for six months as a resolution. The information was forwarded and it will be addressed internally. This account was established under the Digital Home Advantage (DHA) 24-month agreement on June 3, 2015. You also enrolled in a new customer promotion that provided a $45.00 monthly credit for the first year of your service. Your $45.00 credits expired on your April 18, 2016, billing statement and you are now being billed at the regular rate. I apologize on behalf of DISH Network that you were dissatisfied with the customer service you 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 through Friday 7:00 am to 3:30 pm MDT
July 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 11, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. You indicated that you have not received the code to redeem your Netflix offer after several requests. Our records show that an email was sent to you at [redacted]@cable1.com on March 11, 2016, with the Netflix code. When I spoke with your wife by phone on July 11, 2016, I advised her that the email was resent to a different email address on July 7, 2016; however, she confirmed that both email addresses were incorrect. I corrected your email address to [redacted]@cableone.com and I resent the Netflix redemption code. Please allow 72 hours for delivery. We 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.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
August 15, 2016 Dear Mr. [redacted]: On August 11, 2016, we received your rebuttal, dated August 11, 2016, filed with the Revdex.com. You disagreed with my previous response regarding ceasing the mailing of advertisements. As explained, I placed your contact information on the internal DISH Network Do No Contact list. However, we do not share any information with independent companies that sell our product. These are independent companies which set their own business policies and procedures. For this reason, we suggested that you contact the phone number on each of the advertisements and request to be placed on their Do Not Contact list. To prevent unwanted mail, we encourage you to contact your local post office and register with the Direct Marketing Association. You may register free online at www.dmachoice.org, or by mail for a fee at: DMA Choice Direct Marketing Association �...⇄ PO Box 643 Carmel, NY 10512 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, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Dish TV routinely misrepresents the existence of false expired contracts and uses the intimidation of a bad credit report to force its clients to pay exorbitant fees. Most importantly Dish TV attempted to ROB my autopay bank account of $360 in false early termination charges twice before I finally forced Dish TV to remove these false charges through multiple complaints I filed through federal, state and private consumer protection agencies, as well as my own determination to sue in court if necessary. I hope Revdex.com will make my complaint public in its online database so other consumers can be better informed and protected from Dish TV's unethical, illegal, and ongoing predatory practices.
[redacted]
October 4, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On October 2, 2017, we received your complaint, dated September 28, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that you were told there would be no contract, and you only signed a service agreement. You also stated that you experienced technical issues and you were not provided with our newest equipment. Your DISH Network service was activated on September 7, 2017, with a 24-month commitment. Please be advised that we do not offer a trial period for our service. The handheld device provided by the installer requires a signature for the service agreement, which verifies that the installation has been completed and the 24-month commitment has been agreed to. A review of the sales call from September 5, 2017, found that our representative disclosed the 24-month commitment and associated early termination fee. Our records do not show that you contacted us regarding any technical issues with your equipment. On September 30, 2017, your concerns were addressed by [redacted] from our Corporate Escalations Team. [redacted] offered to provide you with our Hopper 3 receiver; however, you declined and opted to cancel your service. [redacted] advised you that the early termination fee is valid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was told on the telephone and so was my sister in law at the same time on speaker phone that [redacted] did qualify for an account the only problem was the first payment had to be done from a credit or debit card which [redacted] did not have. The only reason my name was involved with this was the customer rep that we set all this up with said that [redacted] could have the first payment payed with my card having the account in my name until the first payment was paid and than me and [redacted] could switch the account to her name in full. We meaning myself and [redacted] were told that [redacted] qualified for the account and there was no problem there and that the account was fully changed over to [redacted]'s name. I know for a fact that all the phone calls are recorded and I am demanding in the nicest way possible that all calls made on behalf of the said account be pulled and listened to and than the truth will be revealed. [redacted] has no problem setting up a payment arrangement with Dish. In that case none of this bill should be on my credit report at all. If it is necessary I will take this to court and I will be seeking for all my legal fees be payed as well as this matter being removed from my account. Sincerely, [redacted]
Sincerely,
[redacted]
December 28, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 23, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com.
You continue to dispute that your damage claim was denied.
As previously advised, the scheduled technician visits determined that there was no problem found with the DISH Network equipment. Therefore, the early termination fee remains valid.
As an exception, I reversed the $69.99 TV tune-up fee.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 20, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 15, 2015, we received your complaint, dated May 14, 2015, filed with the Better...
Business Bureau.
My attempts to contact you by phone at ([redacted]) [redacted] on May 18, 19 and 20, 2015, were unsuccessful, and there was no option to leave a message.
You expressed concern with the balance of $114.27 that was referred to collections by DISH Network. You maintain that you established your service through [redacted] and opted to cancel all services in January 2015. You also said that you have not received an agreement as you requested.
Your DISH Network service was established on March 31, 2010, with a 24-month commitment as a bundle through [redacted]. Your term commitment was fulfilled on March 30, 2012. As a result, you were not charged any cancellation fees. We were unable to retrieve a copy of your agreement.
Although all DISH Network charges were billed through [redacted], we must be contacted directly to disconnect our service, as [redacted] and DISH Network are separate companies. Your service was disconnected on March 20, 2015, for non-payment. Our records do not show that we received a disconnection request until March 25, 2015. The balance of $114.27 on your account is for services through March 20, 2015. Since the balance was not paid, it was referred to collections on May 1, 2015.
I removed the charges from your account, leaving a zero balance. I also requested that any negative information reported to the credit bureaus be removed. Please allow six to eight weeks for processing.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thankyou!!
August 8, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. Smith: On July 27, 2017, we received your complaint, dated July 26, 2017, filed with the Revdex.com. You said that you were told that you had 30 days to disconnect your account without penalty. You also indicated that you didn’t receive consistent service. You requested that we waive your early termination fee. When we spoke, I advised you that we don’t offer a trial period for service. Our records reflect that a technician was sent to your home on one occasion due to technical issues. The technician found that a cable was extended, causing your signal issue. This cable was replaced and the issue was resolved. I informed you that we consider your contract to be valid; however, I offered to reduce your early termination fee from $460.00 to $99.00. You agreed to my offer and I advised you that your new account balance is $164.60. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/10/02) */
September 24, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your correspondence, dated September...
22, 2015, filed with the Revdex.com.
You expressed concern with the Pay-In-Advance terms.
When I spoke with your husband, Mr. [redacted] Edlen, today, he requested a DISH'n It Up (DIU) equipment upgrade for one HD DVR Duo receiver and one Solo HD receiver. He provided a prepaid credit card account to qualify for the promotion and the system did not accept it. I advised him that we accept payments with prepaid accounts. However, a major credit card or a debit card from your bank with a Visa or MasterCard logo must be used to qualify for our promotions. I regret any confusion.
Our records show that a refund of $291.19 was applied to credit card ending in 8446, on September 22, 2015.
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 (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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/08/24) */
August 19, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 13, 2015, we received your complaint, dated August 12, 2015, filed...
with the Revdex.com.
You expressed dissatisfaction with the picture quality but said that you continued your service, as credits were provided. You requested an equipment upgrade without a 24-month commitment. You also disputed the early termination fee for the original Digital Home Advantage (DHA) promotion. You provided feedback regarding your customer service experience.
When we spoke today, I offered to schedule a DISH'n It Up (DIU) equipment upgrade and installation at no cost. However, a 24-month commitment is required. You declined this offer.
In the interest of resolving of coming to an agreement, I waived your DHA term commitment. You may cancel the service at any time without penalty.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
April 19, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 13, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You indicated that you are moving to a location that does not allow the installation of a satellite dish. You requested to be released from the 24-month agreement. You also mentioned the DISH Pause option. When I spoke with you by telephone today, I informed you that you are still bound by the terms of the agreement if you change your location. Our early termination fees and 24-month commitments are necessary to recoup some of our cost and losses we incur when acquiring a new customer. In your case, you received a free installation, free activation, free programming and monthly discounted programming. However, I agreed to reduce the early termination fee by half and I disconnected the service. You accepted this resolution. Boxes will ship for the return of the receivers and remotes. Please keep the return tracking numbers for your records. I apologize that you were offered DISH Pause. This would not be a solution as the DHA agreement is a commitment for 24 consecutive months of programming and it requires a minimum programming package. When an account is placed on DISH Pause, the minimum required package is not met. Therefore, when the service is reactivated, the commitment is extended by the number of months that the account was in DISH Pause status. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
Initial Business Response /* (1000, 5, 2015/05/18) */
May 12, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the Better...
Business Bureau.
You maintain that you did not receive your refund because it was applied to a credit card account that was closed two years ago.
Our records reveal that a refund of $181.96 was applied to your credit card account ending in [redacted] on February 12, 2015. We show that the refund was accepted and has not been returned to DISH Network. Please be advised that it was returned to this credit card account because this was the last form of payment that we received.
When I spoke with you by phone on May 6, 2015, you indicated that your financial institution has opened an investigation in an attempt to locate the refund. You agreed to contact me directly with their findings.
You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this issue to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: that at account was attached to an old friend. I did not give permission to use the card for etf fees. I lived with the person for a short time and helped pay a bill once with that card. Never once was my signature and id used to authorize this transaction. Furthermore. The charge that was taken out of my account had overdrafts my account making it to where I could not pay an electric bill which followed my power at my house with 2 kids being shut off. My day care was not able to be paid and I had to miss days of work. With me being on limited income this was not something I can have happen.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/14) */
September 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 26, 2015, we received your correspondence, dated August 25, 2015,...
filed with the Revdex.com.
You stated that a DISH Network technician came to your home to reinstall your dish after you replaced your roof. You stated that the dish was reinstalled on your roof after you requested that it be placed elsewhere. Your roof is now leaking where the dish was reinstalled, causing damage to your property. You requested that the roof be repaired or you would like your service canceled without penalty.
I forwarded your concerns regarding your damage claim to our Corporate Field Resolutions Department for review. They are standing by their decision to deny your claim. They indicated that they were unable to determine who did the reinstallation and the materials used were not those normally used by DISH Network. If you have any questions regarding your claim, please contact the Corporate Field Resolutions Department directly at X-XXX-XXX-XXXX.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish is responsible as I stated, I watched their technician put the whole thing on the roof. I feel they owe me the cost of repair and I also feel like they are bullying me with said decision. They know that they did this and so do I, but they evidently have bullied before and now it has become common practice. I've talked to the roofer and he said he fixes dish's mess ups all the time. I am ashamed to see what once was a very good company, got big and has sunk to such low standards to avoid fixing their mistakes.
Final Business Response /* (4000, 9, 2015/10/01) */
September 28, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your rebuttal, dated September 23, 2015, filed with the Revdex.com.
You continue to dispute DISH Network's denial of your damage claim. You maintain that a technician came to your home to reinstall your dish after you replaced your roof. You stated that the dish was reinstalled on your roof after you requested that it be placed elsewhere. Your roof is now leaking where the dish was reinstalled, causing damage to your property. You requested that the roof be repaired or you would like your service canceled without penalty.
When we spoke on September 25, 2015, I explained that our Corporate Field Resolutions Department is standing by their decision to deny your claim. They indicated that they were unable to determine who did the reinstallation and the materials used were not those normally used by DISH Network. I offered to provide you a $20.00 credit for 12 months as a courtesy for being a long-term customer. 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]