February 8, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 29, 2018, we received your complaint, dated January 27, 2018, filed with the Revdex.com. You maintain that you were promised a monthly billing rate of $67.90 for one year with a one-year commitment. You disputed the early termination fee and requested a refund. When we spoke today, I informed you that I reviewed your recorded call from November 27, 2017. I found that our agent offered a programming credit of $25.00 a month for 12 months with a one-year commitment. You accepted this offer through the IVR phone system. This credit made the monthly billing rate $67.90 with tax. This is not a price guarantee offer. I regret any confusion. On January 16, 2018, we experienced a price increase for the core programming and locals, totaling $5.00 per month. As a result, your bill increased. We sent notification of the change with your January 2018 billing statement. I made an exception and reversed the $100.00 early termination fee from your account. No refund is warranted, as no funds were collected for this fee. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/07/20) */
July 17, 2015
Ms. [redacted]
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 10,...
2015, filed with the Revdex.com.
You said that you disconnected your DISH Network account but we continued to bill you for service.
I attempted to reach you at (XXX) XXX-XXXX on July 15, 16 and 17, 2015, and I left three voicemails.
In my last message, I advised you that I had made an exception and a refund of $131.53 was sent on July 16, 2015.
We sincerely regret any confusion or inconvenience this issue may have caused.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
December 6, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted] On December 6, 2016, we received your rebuttal, dated November 30, 2016, filed with the Revdex.com. You expressed concern regarding the customer service you received, and you said that you will continue with the service, but you won’t be adding the internet. We regret that your initial experience was discouraging, and we look forward to having the opportunity to provide you with excellent service in the near future. 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 6:00 a.m. to 2:30 p.m. MDT[redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]...
Revdex.com:
Since they have agreed to waive the early termination fee (that was never told to me before receiving this letter), then I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] Dear Mr. [redacted]: On January 30, 2017, we received your complaint, dated January 29, 2017, filed with the Revdex.com. You said you were offered DISH Network service for $50.00 per month under a price lock with a 24-month commitment. You expressed concern with the increased billing rate. You also provided feedback regarding the customer service you received. When we spoke today, I explained that the Renewal Offer with the price lock includes a discounted price for the America’s Top 200 package, locals and DVR service. This offer requires a 24-month commitment with the e-bill Autopay. Prior to accepting this offer, you were billed the regular programming price and you received a $30.00 monthly discount for 12 months. When you accepted the Renewal Offer online, these credits were forfeited. Per your request, I reapplied the regular programming price for the America’s Top 200 package, locals and DVR service. I also restored the $30.00 monthly credits for six months. In addition, I removed the balance of $45.03 from your account. The quality of our customer service is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
May 4, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On May 4, 2016, we received your correspondence, dated May 4, 2016, filed with the Revdex.com. There was no reason given for submitting this rebuttal; however, when we spoke today you explained that you did not intent for the service at this residence to be established in your name. You didn’t sign a contract and you already have another account at your residence. You requested that this account be disconnected. I advised you that the account was qualified using your information and is in your name. However, I explained that a signature was not captured on the contract; therefore, I waived the early termination fee and disconnected the account as you requested. I informed you that the leased equipment will need to be returned and the balance owed for the time the account was active will need to be paid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc:
January 3, 2017 Dear Mr. [redacted]: On January 2, 2017, we received your complaint, dated December 30, 2016, filed with the Revdex.com. You said that DISH Network listed an extra receiver on your account that you do not have. When I spoke...
with Mrs. [redacted], I advised her that the equipment had been removed from your account. I also informed her that the remaining balance on the account is $3.21 and she indicated that she would contact us later to make a payment. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/09/25) */
September 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 14, 2015, we received your correspondence, dated September 11,...
2015, filed with the Revdex.com.
You stated that you have contacted DISH Network several times in an attempt to remove your ex-wife's name from your DISH Network account. You have been informed that she would be required to disconnect the current account so you can establish new service in your name. This would also require replacing the existing equipment and service interruption. You are asking that this be addressed without replacing the equipment or service interruption.
When we spoke today, as a courtesy, I made an exception to the current policy and I removed your ex-wife's name from the existing account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied this was resolved but should never have gotten to this point. I'm happy to put it behind me.
Complaint: [redacted]
I am rejecting this response because: The section suspension of service doesn't state anything about customer losing discounts given for be g innong services with this company. I was told it would lengthen my contract terms by those months. Which it does state in that paragraph the rep is referring too. I was more concerned now because that is not my husband nor my signature on this contract they provided. If you look at it someone has pasted those signatures on that contract. That is not how we have ever aigned our name or initials. Furthermore if you look its a exact copy of the aignature but a few have a line under the signature. Also I was charged install but called and it was taken off. But I spent my time to call and get resolved. This company is misleasing customers and charging bogus fees. This offer is advertised on tv and it says nothing of losing discounts and says could be charged to move service if more equipment necessary. I still have the wire that was cut and I will be calling the number listed to get this resolved. I will also provide the Revdex.com my husband signature on any document to prove that is not his signature but do not want it available to public views. I want released from my contract again with no penalty.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/28) */
August 20, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 18, 2015, we received your complaint, dated August 17, 2015, filed...
with the Revdex.com.
You said that when you placed your order, you agreed to TV and internet service. You stated that you closed your account due to not being provided with internet service and disputed the early termination fee.
When we spoke by phone today, I advised you that I reviewed the recording of your sales call. I found that our agent told you that we have satellite internet in your area, but because you mentioned that you use Netflix, he told you that it would not fit your needs. At no point did he leave you with the impression that you would be getting internet service installed.
We consider the early termination fee to be an accurate charge. I offered to restore your service and reinstate the last six month of promotional credits. I also made a second offer, which is to reduce your balance from $423.05 to $100.00. You accepted my offer to reduce your early termination fee to $100.00.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Dr. [redacted]: On July 20, 2017, we received your complaint, dated July 19, 2017, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You indicated that you were charged for programming after your account was placed on DISH Pause. I attempted to reach you at [redacted] on July 27 and 28, 2017, and I left you two voicemails. You emailed me and indicated that your issue had been resolved. In my email reply, I advised you that I waived the $37.92 balance associated with your account and I applied a one-time $20.00 credit to cover the DISH Pause fees. We sincerely regret any inconvenience this issue may have caused. 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, 2015/09/17) */
September 3, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on September 1, 2 and 3, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that your contract was extended without your knowledge or approval. You said that your signature was placed on the contract. You requested that we waive your early termination fee.
A review of your DISH Network account reveals that you contacted [redacted] an authorized retailer. I forwarded your complaint to our Retailer Department to be addressed. However, we are unable to confirm what you were told. We consider the contract to be valid as it was signed after the installation took place. You are given the option to agree to all of the terms and conditions, which will place your signature in all appropriate areas of the contract.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I never contracted [redacted] We talked top an installer that was at our neighbors house. We were NEVER told we would be extending our contract if we got Ann equipment upgrafe. I would have NEVER agreed to any longer of a contract with Dish. I also stated Dish Network NEVER provided the channels they guaranteed to provide in the original contract. Honestly they should have let me out of the original contract to begin with because they have false information to get me to agree to the original contract. This is the same thing as stealing. If you offer a service in exchange for a contract but, give false information to get signatures, THAT IS STEALING. THE SIGNATURE dish has is electronic. They have the ability to place that on ANY document, including a contract. I NEVER agreed to extend my contract with them or [redacted] Any person who COMPLETELY looked over my whole account notes from the first week of installation would know I was NEVER pleased with their service. Why would I agree to another year with a company I was NEVER happy with in the first place. Dish Network is dishonest and will TELL you anything to get your signature.
Final Business Response /* (4000, 9, 2015/10/02) */
September 28, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 24, 2015, we received your rebuttal, dated September 21, 2015, filed with the Revdex.com.
You said that you didn't agree to a new contract when you upgraded your equipment.
Please contact [redacted] regarding your concerns, as we were not involved with this transaction.
You also said that you were lied to when you initially opened your account.
A review of your account reveals that you contacted us regarding your inability to view the Dallas Cowboy football games. We explained your options and provided you with a $10.00 monthly credit for 12 months, which you accepted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 2, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. You stated that your home was damaged during the installation of our service, and you disputed the denial of your claim. You requested that your home be repaired. As previously advised, your claim was researched and denied. I submitted a request for Mr. David B[redacted] to contact you directly regarding your concerns. You may also contact him at (866) 946-5710. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 9, 20*7 Dear Mr. [redacted]: On January 4, 20*7, we received your rebuttal, dated January 3, 20*7, filed with the Revdex.com. You stated that DISH Network quoted you a monthly rate of $63.58 with a Price Lock Guarantee. Your rate recently increased when you began being billed for the Protection Plan. Additionally, you were required to replace your receiver, thereby extending your contractual commitment. These issues led you to disconnect your service. You have been charged an early termination fee, and you requested that this fee refunded. My three attempts to contact you at ###-###-#### and ###-###-#### on January 4, 6 and 9, 20*7, were unsuccessful. However, I was able to leave a message and my contact information at ###-###-####. I also sent an email to you at [redacted]@netscape.net (copy enclosed), but I have not received a response. Your Price Lock Guarantee is for your programming package rate. This does not include other fees and discounts. The Protection Plan was added in September and removed in October. I have reversed the Protection Plan charges. Additionally, I waived your early termination fee as a courtesy, and I issued two refunds--for $34*.78 and $48.6*. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to**:*5 pm MDT, MON-FRI###-###-#### Enclosure
Dear Ms. [redacted]: On January 6, 2016, we received your correspondence, dated January 5, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service in August 2015 you were offered a $200.00 gift card. You have not received the gift card and your attempts to resolve the matter have been unsuccessful. You requested that the gift card be provided as promised. When we spoke today, I advised you that the gift card was issued in August 2015; however, it was sent to your previous address. The card was reissued today and is being mailed to your current address. Please allow six to eight weeks for delivery. You expressed concern with the delivery time frame. As a courtesy, I applied a $10.00 monthly credit to your account for six months for the inconvenience. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
[redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/10/20) */
October 15, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 8, 2015, we received your correspondence, dated October 7, 2015, filed...
with the Revdex.com.
You indicated that you were provided incorrect information regarding the balance owed for your July and August 2015 DISH Network bills. Your attempts to resolve the matter were unsuccessful and you would like your billing corrected.
When we spoke today, I advised you that the amounts you were provided were correct, but they were for your June and July 2015 bills. We discussed an $88.00 payment you made for your August bill that has not posted to your DISH Network account. You agreed to provide me a copy of your bank statement supporting this payment. I will continue to work with you on this issue. 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]
December 9, 2016 Mr. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 1, 2016, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on December 6, 8 and 9, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that you did not receive the bundled services promised. You also stated that your credit card account was debited without your authorization and you paid a $130.00 installation charge. Your service was activated on September 12, 2016, with a 24-month commitment through Go Dish, an independent company. Please be advised that our term commitment applies to our service only and does not include any phone and/or internet services. Your promotion required an upfront payment for a $50.00 activation fee and a $25.00 leased receiver fee. We also show that you purchased a surge protector ($29.99) during your installation. Please be advised that these fees are non-refundable. Your service was disconnected on September 23, 2016. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. Per your promotional agreement, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees applied to your account. I made an exception and reversed the early termination fee from your account. I submitted a refund of $459.70 to your credit card account. I also submitted a refund of $31.19 for your overpayment. Please allow three to five business days for the refunds to process. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 18, 2016 Dear Mr. [redacted]: On August 15, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com. You said that you disconnected your account on August 5, 2016, but you have not received the boxes in which to...
return your equipment. You also indicated that you have not received a refund for a payment of $59.74. Our records reveal that boxes were delivered on August 17, 2016. When I spoke with you by telephone today, you confirmed that you received the boxes. I submitted a refund for $59.74. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
December 22, 2016 Dear Mr. [redacted]: On December 22, 2016, we received your rebuttal, dated December 16, 2016, filed with the Revdex.com. You expressed concern that you did not receive any credits due to outages caused by weather. You also claimed that I would not spell my email address out for you. Please refer to our Residential Customer Agreement at www.dish.com/legal concerning weather outages. Additionally, you have been advised several times that your account was not eligible for any adjustments or credits due to the amount of adjustments you requested in the past. When we spoke on the phone, you interrupted the disconnection disclosures I was attempting to provide you with several times. You emailed me shortly after our call and asked me for information I specifically attempted to provide you with over the phone, but you would not allow me to speak at that time. 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 May 31, 2016, we received your complaint, dated May 27, 2016, filed with the Revdex.com. You said that $340.00 was collected from your debit card account for your mother’s (Ms. [redacted]) DISH Network early termination fee. You requested to have the funds returned. When we spoke, I advised you that a review of the sales call recording revealed that you and your mother were on the phone when the sales agent advised you that your debit card information would be used to qualify for the DISH Network account. You were also advised that the qualifying debit card would be debited automatically for early termination and unreturned equipment fees. You also agreed to be a joint account holder on this account. Our records indicate that the $340.00 charge was refunded to your debit card account on June 1, 2016. We sincerely regret any inconvenience this issue may have caused. We appreciate your feedback concerning your experience; it will be used to improve our agents’ interactions with our customers. 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]
February 8, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 29, 2018, we received your complaint, dated January 27, 2018, filed with the Revdex.com. You maintain that you were promised a monthly billing rate of $67.90 for one year with a one-year commitment. You disputed the early termination fee and requested a refund. When we spoke today, I informed you that I reviewed your recorded call from November 27, 2017. I found that our agent offered a programming credit of $25.00 a month for 12 months with a one-year commitment. You accepted this offer through the IVR phone system. This credit made the monthly billing rate $67.90 with tax. This is not a price guarantee offer. I regret any confusion. On January 16, 2018, we experienced a price increase for the core programming and locals, totaling $5.00 per month. As a result, your bill increased. We sent notification of the change with your January 2018 billing statement. I made an exception and reversed the $100.00 early termination fee from your account. No refund is warranted, as no funds were collected for this fee. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/07/20) */
July 17, 2015
Ms. [redacted]
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 10,...
2015, filed with the Revdex.com.
You said that you disconnected your DISH Network account but we continued to bill you for service.
I attempted to reach you at (XXX) XXX-XXXX on July 15, 16 and 17, 2015, and I left three voicemails.
In my last message, I advised you that I had made an exception and a refund of $131.53 was sent on July 16, 2015.
We sincerely regret any confusion or inconvenience this issue may have caused.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
December 6, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted] On December 6, 2016, we received your rebuttal, dated November 30, 2016, filed with the Revdex.com. You expressed concern regarding the customer service you received, and you said that you will continue with the service, but you won’t be adding the internet. We regret that your initial experience was discouraging, and we look forward to having the opportunity to provide you with excellent service in the near future. 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 6:00 a.m. to 2:30 p.m. MDT[redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]...
Revdex.com:
Since they have agreed to waive the early termination fee (that was never told to me before receiving this letter), then I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
February 3, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 30, 2017, we received your complaint, dated January 29, 2017, filed with the Revdex.com. You said you were offered DISH Network service for $50.00 per month under a price lock with a 24-month commitment. You expressed concern with the increased billing rate. You also provided feedback regarding the customer service you received. When we spoke today, I explained that the Renewal Offer with the price lock includes a discounted price for the America’s Top 200 package, locals and DVR service. This offer requires a 24-month commitment with the e-bill Autopay. Prior to accepting this offer, you were billed the regular programming price and you received a $30.00 monthly discount for 12 months. When you accepted the Renewal Offer online, these credits were forfeited. Per your request, I reapplied the regular programming price for the America’s Top 200 package, locals and DVR service. I also restored the $30.00 monthly credits for six months. In addition, I removed the balance of $45.03 from your account. The quality of our customer service is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
May 4, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On May 4, 2016, we received your correspondence, dated May 4, 2016, filed with the Revdex.com. There was no reason given for submitting this rebuttal; however, when we spoke today you explained that you did not intent for the service at this residence to be established in your name. You didn’t sign a contract and you already have another account at your residence. You requested that this account be disconnected. I advised you that the account was qualified using your information and is in your name. However, I explained that a signature was not captured on the contract; therefore, I waived the early termination fee and disconnected the account as you requested. I informed you that the leased equipment will need to be returned and the balance owed for the time the account was active will need to be paid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc:
January 3, 2017 Dear Mr. [redacted]: On January 2, 2017, we received your complaint, dated December 30, 2016, filed with the Revdex.com. You said that DISH Network listed an extra receiver on your account that you do not have. When I spoke...
with Mrs. [redacted], I advised her that the equipment had been removed from your account. I also informed her that the remaining balance on the account is $3.21 and she indicated that she would contact us later to make a payment. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/09/25) */
September 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 14, 2015, we received your correspondence, dated September 11,...
2015, filed with the Revdex.com.
You stated that you have contacted DISH Network several times in an attempt to remove your ex-wife's name from your DISH Network account. You have been informed that she would be required to disconnect the current account so you can establish new service in your name. This would also require replacing the existing equipment and service interruption. You are asking that this be addressed without replacing the equipment or service interruption.
When we spoke today, as a courtesy, I made an exception to the current policy and I removed your ex-wife's name from the existing account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied this was resolved but should never have gotten to this point. I'm happy to put it behind me.
Complaint: [redacted]
I am rejecting this response because: The section suspension of service doesn't state anything about customer losing discounts given for be g innong services with this company. I was told it would lengthen my contract terms by those months. Which it does state in that paragraph the rep is referring too. I was more concerned now because that is not my husband nor my signature on this contract they provided. If you look at it someone has pasted those signatures on that contract. That is not how we have ever aigned our name or initials. Furthermore if you look its a exact copy of the aignature but a few have a line under the signature. Also I was charged install but called and it was taken off. But I spent my time to call and get resolved. This company is misleasing customers and charging bogus fees. This offer is advertised on tv and it says nothing of losing discounts and says could be charged to move service if more equipment necessary. I still have the wire that was cut and I will be calling the number listed to get this resolved. I will also provide the Revdex.com my husband signature on any document to prove that is not his signature but do not want it available to public views. I want released from my contract again with no penalty.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/28) */
August 20, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 18, 2015, we received your complaint, dated August 17, 2015, filed...
with the Revdex.com.
You said that when you placed your order, you agreed to TV and internet service. You stated that you closed your account due to not being provided with internet service and disputed the early termination fee.
When we spoke by phone today, I advised you that I reviewed the recording of your sales call. I found that our agent told you that we have satellite internet in your area, but because you mentioned that you use Netflix, he told you that it would not fit your needs. At no point did he leave you with the impression that you would be getting internet service installed.
We consider the early termination fee to be an accurate charge. I offered to restore your service and reinstate the last six month of promotional credits. I also made a second offer, which is to reduce your balance from $423.05 to $100.00. You accepted my offer to reduce your early termination fee to $100.00.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
July 28, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Dr. [redacted]: On July 20, 2017, we received your complaint, dated July 19, 2017, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You indicated that you were charged for programming after your account was placed on DISH Pause. I attempted to reach you at [redacted] on July 27 and 28, 2017, and I left you two voicemails. You emailed me and indicated that your issue had been resolved. In my email reply, I advised you that I waived the $37.92 balance associated with your account and I applied a one-time $20.00 credit to cover the DISH Pause fees. We sincerely regret any inconvenience this issue may have caused. 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, 2015/09/17) */
September 3, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on September 1, 2 and 3, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that your contract was extended without your knowledge or approval. You said that your signature was placed on the contract. You requested that we waive your early termination fee.
A review of your DISH Network account reveals that you contacted [redacted] an authorized retailer. I forwarded your complaint to our Retailer Department to be addressed. However, we are unable to confirm what you were told. We consider the contract to be valid as it was signed after the installation took place. You are given the option to agree to all of the terms and conditions, which will place your signature in all appropriate areas of the contract.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I never contracted [redacted] We talked top an installer that was at our neighbors house. We were NEVER told we would be extending our contract if we got Ann equipment upgrafe. I would have NEVER agreed to any longer of a contract with Dish. I also stated Dish Network NEVER provided the channels they guaranteed to provide in the original contract. Honestly they should have let me out of the original contract to begin with because they have false information to get me to agree to the original contract. This is the same thing as stealing. If you offer a service in exchange for a contract but, give false information to get signatures, THAT IS STEALING. THE SIGNATURE dish has is electronic. They have the ability to place that on ANY document, including a contract. I NEVER agreed to extend my contract with them or [redacted] Any person who COMPLETELY looked over my whole account notes from the first week of installation would know I was NEVER pleased with their service. Why would I agree to another year with a company I was NEVER happy with in the first place. Dish Network is dishonest and will TELL you anything to get your signature.
Final Business Response /* (4000, 9, 2015/10/02) */
September 28, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 24, 2015, we received your rebuttal, dated September 21, 2015, filed with the Revdex.com.
You said that you didn't agree to a new contract when you upgraded your equipment.
Please contact [redacted] regarding your concerns, as we were not involved with this transaction.
You also said that you were lied to when you initially opened your account.
A review of your account reveals that you contacted us regarding your inability to view the Dallas Cowboy football games. We explained your options and provided you with a $10.00 monthly credit for 12 months, which you accepted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 2, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. You stated that your home was damaged during the installation of our service, and you disputed the denial of your claim. You requested that your home be repaired. As previously advised, your claim was researched and denied. I submitted a request for Mr. David B[redacted] to contact you directly regarding your concerns. You may also contact him at (866) 946-5710. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 9, 20*7 Dear Mr. [redacted]: On January 4, 20*7, we received your rebuttal, dated January 3, 20*7, filed with the Revdex.com. You stated that DISH Network quoted you a monthly rate of $63.58 with a Price Lock Guarantee. Your rate recently increased when you began being billed for the Protection Plan. Additionally, you were required to replace your receiver, thereby extending your contractual commitment. These issues led you to disconnect your service. You have been charged an early termination fee, and you requested that this fee refunded. My three attempts to contact you at ###-###-#### and ###-###-#### on January 4, 6 and 9, 20*7, were unsuccessful. However, I was able to leave a message and my contact information at ###-###-####. I also sent an email to you at [redacted]@netscape.net (copy enclosed), but I have not received a response. Your Price Lock Guarantee is for your programming package rate. This does not include other fees and discounts. The Protection Plan was added in September and removed in October. I have reversed the Protection Plan charges. Additionally, I waived your early termination fee as a courtesy, and I issued two refunds--for $34*.78 and $48.6*. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to**:*5 pm MDT, MON-FRI###-###-#### Enclosure
January 8, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 6, 2016, we received your correspondence, dated January 5, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service in August 2015 you were offered a $200.00 gift card. You have not received the gift card and your attempts to resolve the matter have been unsuccessful. You requested that the gift card be provided as promised. When we spoke today, I advised you that the gift card was issued in August 2015; however, it was sent to your previous address. The card was reissued today and is being mailed to your current address. Please allow six to eight weeks for delivery. You expressed concern with the delivery time frame. As a courtesy, I applied a $10.00 monthly credit to your account for six months for the inconvenience. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
[redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/10/20) */
October 15, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 8, 2015, we received your correspondence, dated October 7, 2015, filed...
with the Revdex.com.
You indicated that you were provided incorrect information regarding the balance owed for your July and August 2015 DISH Network bills. Your attempts to resolve the matter were unsuccessful and you would like your billing corrected.
When we spoke today, I advised you that the amounts you were provided were correct, but they were for your June and July 2015 bills. We discussed an $88.00 payment you made for your August bill that has not posted to your DISH Network account. You agreed to provide me a copy of your bank statement supporting this payment. I will continue to work with you on this issue. 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]
December 9, 2016 Mr. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 1, 2016, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on December 6, 8 and 9, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that you did not receive the bundled services promised. You also stated that your credit card account was debited without your authorization and you paid a $130.00 installation charge. Your service was activated on September 12, 2016, with a 24-month commitment through Go Dish, an independent company. Please be advised that our term commitment applies to our service only and does not include any phone and/or internet services. Your promotion required an upfront payment for a $50.00 activation fee and a $25.00 leased receiver fee. We also show that you purchased a surge protector ($29.99) during your installation. Please be advised that these fees are non-refundable. Your service was disconnected on September 23, 2016. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. Per your promotional agreement, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees applied to your account. I made an exception and reversed the early termination fee from your account. I submitted a refund of $459.70 to your credit card account. I also submitted a refund of $31.19 for your overpayment. Please allow three to five business days for the refunds to process. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 18, 2016 Dear Mr. [redacted]: On August 15, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com. You said that you disconnected your account on August 5, 2016, but you have not received the boxes in which to...
return your equipment. You also indicated that you have not received a refund for a payment of $59.74. Our records reveal that boxes were delivered on August 17, 2016. When I spoke with you by telephone today, you confirmed that you received the boxes. I submitted a refund for $59.74. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
December 22, 2016 Dear Mr. [redacted]: On December 22, 2016, we received your rebuttal, dated December 16, 2016, filed with the Revdex.com. You expressed concern that you did not receive any credits due to outages caused by weather. You also claimed that I would not spell my email address out for you. Please refer to our Residential Customer Agreement at www.dish.com/legal concerning weather outages. Additionally, you have been advised several times that your account was not eligible for any adjustments or credits due to the amount of adjustments you requested in the past. When we spoke on the phone, you interrupted the disconnection disclosures I was attempting to provide you with several times. You emailed me shortly after our call and asked me for information I specifically attempted to provide you with over the phone, but you would not allow me to speak at that time. 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 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 31, 2016, we received your complaint, dated May 27, 2016, filed with the Revdex.com. You said that $340.00 was collected from your debit card account for your mother’s (Ms. [redacted]) DISH Network early termination fee. You requested to have the funds returned. When we spoke, I advised you that a review of the sales call recording revealed that you and your mother were on the phone when the sales agent advised you that your debit card information would be used to qualify for the DISH Network account. You were also advised that the qualifying debit card would be debited automatically for early termination and unreturned equipment fees. You also agreed to be a joint account holder on this account. Our records indicate that the $340.00 charge was refunded to your debit card account on June 1, 2016. We sincerely regret any inconvenience this issue may have caused. We appreciate your feedback concerning your experience; it will be used to improve our agents’ interactions with our customers. 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]