[redacted] Dear Mrs. [redacted]: On February 26, 2016, we received your complaint, dated February 26, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that your service was established as a bundle for TV and internet and you are dissatisfied with the speed of your Windstream internet service. Your service was activated on October 13, 2015, with a 24-month commitment. Please be advised that the term commitment applies to our TV service only and does not include internet and/or phone services. A review of the sales call found that you told our representative you had already set up an order through Windstream directly, but they were unable to locate the order. As a result, our representative proceeded with a service request for internet service. Our representative explained that if the requested internet speed is not available, Windstream will provide you with the fastest speed available in your area. The representative also disclosed that Windstream and DISH Network are separate companies and any term commitments would be separate. Although you indicated that you were transferred to Windstream at the end of the call, the call recording did not reflect this. Our representative advised you that Windstream would contact you directly to finalize the order. During the sales call, you verbally agreed to DISH Network’s 24-month TV service commitment. Additionally, an email was sent to you at [redacted] on October 12, 2015, disclosing the terms and conditions of our service. When I spoke with you by phone on February 26, 2016, I advised you that we are unable to honor your request to waive our 24-month commitment because there are no reported issues with your TV service. An early termination fee will apply if you choose to disconnect the service. 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 [redacted] [redacted]
*
Initial Business Response /* (1000, 4, 2015/05/22) */
May 15, 2015
Mr. [redacted]
[redacted] St., [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 12, 2015, we received your correspondence, dated May 11, 2015, filed with...
the Revdex.com.
You said you did not order any Pay-Per-View (PPV) events and you disputed the balance due for the PPV service.
A review of your account reveals that the PPV was ordered by remote control through the receiver. The customer must use the remote control arrow key and select the confirmation option several times before the PPV is ordered. To prevent PPVs from being ordered, we recommend that PPV locks be set up through your receiver. The instructions to lock the PPV option are listed on our website at www.mydish.com/support/parentallocks. Replacing the receiver will not resolve the PPV concerns.
Our records show that four PPV movies totaling $51.96 were previously reversed from your account and the PPV limit was placed at a zero balance. Please note that this will not prevent PPVs from being ordered over the phone or online.
When we spoke today, I informed you that I made an exception and applied an $89.99 credit to your account for the boxing event that was ordered on May 3, 2015. If additional PPV events or movies are ordered after this date, no further credits will apply. You accepted this resolution.
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, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted], [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 24, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 22, 2015, we received your complaint, dated...
September 21, 2015, filed with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on September 22, 23 and 24, 2015, were unsuccessful; however, I left three messages.
You indicated that you require a replacement receiver because your receiver was damaged; however, you do not agree with the cost for the replacement.
The equipment that is provided is leased to you by DISH Network. While the Protection Plan will cover the cost to replace non-working equipment, it will not cover the cost of damaged equipment. However, I am willing to waive the cost associated with the replacement. Please contact me directly to accept my offer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
June 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that you were dissatisfied with the service because the MSG channel is not available and NFL Network and NFL RedZone were recently removed from our programming lineup. You also stated that you did not receive a copy of the 24-month agreement and you experienced issues with the DVR recording option. Your service was activated on June 10, 2016, with a 24-month commitment. Please be advised that DISH Network does not offer a trial period for our service. A review of the sales call recording from June 9, 2016, did not find that the MSG channel was requested. Although NFL Network and NFL RedZone were available when you initiated your service, these channels were removed on June 16, 2016, because we were unable to reach an agreement with the broadcaster to continue carrying them. Our records do not show that you contacted us regarding your concerns with the DVR recordings or to request a copy of your agreement. Additionally, you said that you did not receive a response to the email you sent to our Corporate Office. Our records show that you were contacted by Mr. Ryan Vogler from our Executive Communications Team on June 22, 2016. Mr. Vogler waived the term commitment on your account and he disconnected your service. 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]
Initial Business Response /* (1000, 5, 2015/11/03) */
October 29, 2015
[redacted] 1
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 28, 2015, we received your correspondence, dated October...
27, 2015, filed with the Revdex.com.
You said an automatic payment was collected after the disconnection date causing an overdraft fee with your bank. You requested a refund for the payment and overdraft fee.
When we spoke today, I advised you that your account was disconnected one day prior to the payment due date. Because your account was enrolled with automatic payment, this option needed to be removed from your account four days prior to the due date to prevent the payment from processing.
I informed you that three check refunds in the amounts of $45.00, $61.45, and $106.45 will be mailed to your address. You accepted this resolution.
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 Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 24, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 20, 2017, we received your complaint, dated March 18, 2017, filed with the Revdex.com. You expressed concern regarding being charged for local channels and you say that you were offered free local channels when you agreed to our service. You also indicated that you had to request a refund of your credit balance. You asked that we not charge you for the local channels. A review of your account reveals that you spoke with Mr. [redacted], an [redacted], on March 23, 2017. During your conversation, you agreed to email him proof that you were offered free local channels. Once we have received your documentation, we will follow up with you. Unfortunately, our system won’t automatically send a refund when a customer has a credit balance. It must be requested. If you chose to make overpayments and would like a refund, you will need to contact our customer service to request one. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted] cc: [redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for resolving the matter. I had phone issues and did not receive the messages. I will take care of the $120.49 and all will be resolved after this.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution has been met. I am not happy about the length of time it took a company of this caliber to complete the refund, but it is now complete.
Sincerely,
[redacted]
February 13, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 13, 2018, we received your rebuttal, dated February 12, 2018, filed with the Revdex.com. You disagreed with my response, and you requested a refund. I regret that you disagree with my response. It is not my intent to add to your frustration. As previously explained, no funds were collected for the early termination fee, and no refund is warranted. A review of your account reveals a programming credit of $33.78. The system submitted a refund for this amount. Please allow five business days for processing. 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]
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before sir, The receiver cord is frayed, I sent all your equipment back. I told this to your overseas staff, but they still insisted that I go under the table and power on equipment. I told them I cannot do this for two reasons , one being that the equipment can short out my tv, two, I am phsycially disabled due to spinal fusion surgery. If you look at the attached picture on the lower left hand corner is where the dish equipment was set up. Apparently your staff doesn't understand english very well because I told them the cord was damaged. And they kept insisting for me to troubleshoot. I have over 25 years working in computer help desk support, I think I know a frayed power cord when I see one. (IMG_2380.JPG)
December 18, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####463
Dear Ms. [redacted]:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
Although I received...
your voicemail, my attempts to contact you by phone at ###-###-#### on December 15, 16 and 17, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the term commitment on your account. You indicated that you upgraded your equipment because it was required, and you were not aware of the commitment.
A review of your account shows that your equipment was upgraded on March 3, 2015, because it was becoming obsolete. Since this was a requirement by DISH Network, it did not necessitate a term commitment; however, a 24-month commitment was added in error. I apologize for this oversight. I removed the term commitment from your account.
You also disputed the debit of $100.23 that was applied to your credit card account through Credit Card AutoPay (CCA). You stated that you made a manual payment on December 7, 2015, and the automatic payment was not supposed to be collected until December 19, 2015.
On November 4, 2015, a billing statement of $100.23 generated for service from November 19, 2015, through December 18, 2015. We were unable to collect a payment through CCA. As a result, a billing statement of $207.85 generated on December 4, 2015, for service from December 19, 2015, through January 18, 2016. This balance included the previous unpaid balance of $100.23, the new month's charges and a $7.00 late fee.
Our records show that your CCA information was updated on December 7, 2015. Although you also made a payment of $100.23, our system took a second payment on December 8, 2015, for the same amount through CCA. I regret the system error.
I applied a credit of $100.23 to your account for one month of service for this issue. I also reversed the $7.00 late fee.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Ms. [redacted]: On December 22, 2017, we received your complaint, dated December 21, 2017, filed with the Revdex.com. You expressed concern with a letter you received indicating that you did not qualify for DISH Network’s best promotion, and about the level of customer service you received. When we spoke, I attempted to explain that DISH Network, as other companies, apply a proprietary algorithm when qualifying prospective customers for promotional offers. You requested to know exactly what information was used in the algorithm but, as I explained, that information is proprietary and we do not disclose it in detail. As the credit qualification process is designed to help companies protect themselves, disclosing that information would render the process useless. Our records show that you requested the Hopper 3 and additional Joey receivers when you initiated your account. As you opted for our most advanced equipment, upgrade fees applied. These fees are disclosed prior to being charged, as all DISH Network fees are, and are based on the credit qualification process during the sale of service. While we regret that you do not agree with our policies or procedures, we are unable to provide reimbursement or compensation for this issue. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:Dish failed to provide service in a timely manner. Dish failed to provide the quality and content of service they promised. Further, a dish representative cut down a tree without our authorization and the authorization of the property owners, which is illegal in this area. Legal recourse will be the next step if the early termination fee is not waived.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On March 31, 2016, we received your complaint, dated March 30, 2016, filed with the Revdex.com. You said that you were lied to when you ordered the internet service. You said that you were told that our internet was fast, that it would not affect your phone service, and that you would be able to use it for your online courses. You requested that we release you from the internet agreement. When we spoke by phone today, I advised you that I reviewed the recording of your sales call and found that our agent explained the service correctly. However, in the interest of customer service, I agreed to release you from your contract. You agreed to call me when you are ready to disconnect your internet service. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
July 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On June 27, 2016, we received your correspondence, dated June 23, 2016, filed with the Revdex.com. You said that a payment of $105.68 was collected without your authorization. You requested a refund and that your Non-Sufficient Funds (NSF) fees be paid. Ms. [redacted], a DISH Network Dispute Resolution Specialist, attempted to reach you at [redacted] and [redacted] on June 27, 2016, without success. She also sent an email to [redacted] (enclosed). Our records reveal that Electronic Funds Transfer (EFT) for payment was added to your DISH Network account on January 1, 2016, though your online account. The payment of $105.68 was collected through EFT on June 19, 2016, for programming from June 19, 2016, through July 18, 2016. The unreturned equipment fee of $99.00 was removed from your account on June 20, 2016, and a credit of $38.00 was applied to your account. These credits total $143.68. A refund for this same amount was applied to your checking account on June 27, 2016. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc:
Dear Ms. [redacted]: On March 18, 2016, we received your complaint, dated March 17, 2016, filed with the Revdex.com. You said that you never had our service but that DISH Network is reporting an account in your name that isn’t yours. You asked that the account be removed from your name, for your credit report to be updated, and an apology. When we spoke, I advised you that you will need to file an ID theft affidavit with us. You told me that you were given the ID theft procedures and I informed you that once we receive the required documentation, we can conduct the investigation. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
August 26, 2016 Dear Mr. [redacted]: On August 18, 2016, we received your complaint, dated August 16, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 23, 25 and 26, 2016, have been unsuccessful; however, I left three...
voicemails. You said that you had problems with your service from the start, and when you contacted our customer service, you received no support. You requested that we waive your early termination fee. A review of your account notations and call recordings reveals that we have not received any contact from you regarding technical issues. Therefore, we consider your contract to be valid and we are unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Dear Ms. [redacted]: On January 10, 2018, we received your complaint, dated January 9, 2018, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you were overcharged, it took two years for DISH Network to send you boxes to return your leased equipment, and you were advised that your billing was corrected. You requested to have your balance waived and to have this item removed from your credit file. I attempted to reach you at [redacted] on January 16, 17 and 18, 2018, and I left three voicemails. I also emailed you at [redacted]. In my last message, I informed you that our records indicate your balance is due to an early termination fee and it is correct. Your account was disconnected on October 27, 2014, which was prior to the end of your 24-month commitment. As such, a $160.00 early termination fee was applied to your account. Boxes were sent to the address on file on October 31, 2014. We received a call on August 10, 2015, during which your address was updated and more boxes were sent on August 13, 2015. Your leased equipment was received on September 3, 2015, and the unreturned equipment fees applied to your account were reversed. Our records do not reflect repeated calls concerning this issue. As I explained in my message, our records indicate that when you disconnected your account, you were advised that the early termination fee would apply to your account. You then indicated that you would file a Revdex.com complaint and have it waived. While we sincerely regret any inconvenience this issue may have caused, our records indicate that your billing is correct. As such, we are unable to waive your $161.86 balance or remove this item from your credit file. Enclosed are copies of your Digital Home Advantage customer agreement and your October 2014, December 2014 and September 2015 bills for your records. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 Enclosures (2) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 5, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 3, 2016, we received your complaint, dated April 30, 2016, filed with the Revdex.com. You said that you called in and made a payment and you informed the agent that you would make another payment next month to finish paying off your account. However, the second payment was taken from your credit card account without your knowledge or permission. You said that this unexpected debit caused you a $35.00 overdraft fee. You requested a refund of $35.00. When I spoke with Mrs. [redacted] by phone, I informed her that I reviewed your call to disconnect the account and I found that the agent advised you the early termination fee would automatically be charged to the credit card account used to qualify. Nevertheless, as a courtesy, I agreed to provide you with a $35.00 refund. Please allow three business days for processing. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Final Consumer Response /* (2000, 6, 2015/08/21) */
This case has ben resolved between myself and DISH. Please close this complaint.
[redacted]
February 29, 2016 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On February 26, 2016, we received your complaint, dated February 26, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that your service was established as a bundle for TV and internet and you are dissatisfied with the speed of your Windstream internet service. Your service was activated on October 13, 2015, with a 24-month commitment. Please be advised that the term commitment applies to our TV service only and does not include internet and/or phone services. A review of the sales call found that you told our representative you had already set up an order through Windstream directly, but they were unable to locate the order. As a result, our representative proceeded with a service request for internet service. Our representative explained that if the requested internet speed is not available, Windstream will provide you with the fastest speed available in your area. The representative also disclosed that Windstream and DISH Network are separate companies and any term commitments would be separate. Although you indicated that you were transferred to Windstream at the end of the call, the call recording did not reflect this. Our representative advised you that Windstream would contact you directly to finalize the order. During the sales call, you verbally agreed to DISH Network’s 24-month TV service commitment. Additionally, an email was sent to you at [redacted] on October 12, 2015, disclosing the terms and conditions of our service. When I spoke with you by phone on February 26, 2016, I advised you that we are unable to honor your request to waive our 24-month commitment because there are no reported issues with your TV service. An early termination fee will apply if you choose to disconnect the service. 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 [redacted] [redacted]
*
Initial Business Response /* (1000, 4, 2015/05/22) */
May 15, 2015
Mr. [redacted]
[redacted] St., [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 12, 2015, we received your correspondence, dated May 11, 2015, filed with...
the Revdex.com.
You said you did not order any Pay-Per-View (PPV) events and you disputed the balance due for the PPV service.
A review of your account reveals that the PPV was ordered by remote control through the receiver. The customer must use the remote control arrow key and select the confirmation option several times before the PPV is ordered. To prevent PPVs from being ordered, we recommend that PPV locks be set up through your receiver. The instructions to lock the PPV option are listed on our website at www.mydish.com/support/parentallocks. Replacing the receiver will not resolve the PPV concerns.
Our records show that four PPV movies totaling $51.96 were previously reversed from your account and the PPV limit was placed at a zero balance. Please note that this will not prevent PPVs from being ordered over the phone or online.
When we spoke today, I informed you that I made an exception and applied an $89.99 credit to your account for the boxing event that was ordered on May 3, 2015. If additional PPV events or movies are ordered after this date, no further credits will apply. You accepted this resolution.
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, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted], [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 24, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 22, 2015, we received your complaint, dated...
September 21, 2015, filed with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on September 22, 23 and 24, 2015, were unsuccessful; however, I left three messages.
You indicated that you require a replacement receiver because your receiver was damaged; however, you do not agree with the cost for the replacement.
The equipment that is provided is leased to you by DISH Network. While the Protection Plan will cover the cost to replace non-working equipment, it will not cover the cost of damaged equipment. However, I am willing to waive the cost associated with the replacement. Please contact me directly to accept my offer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
June 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that you were dissatisfied with the service because the MSG channel is not available and NFL Network and NFL RedZone were recently removed from our programming lineup. You also stated that you did not receive a copy of the 24-month agreement and you experienced issues with the DVR recording option. Your service was activated on June 10, 2016, with a 24-month commitment. Please be advised that DISH Network does not offer a trial period for our service. A review of the sales call recording from June 9, 2016, did not find that the MSG channel was requested. Although NFL Network and NFL RedZone were available when you initiated your service, these channels were removed on June 16, 2016, because we were unable to reach an agreement with the broadcaster to continue carrying them. Our records do not show that you contacted us regarding your concerns with the DVR recordings or to request a copy of your agreement. Additionally, you said that you did not receive a response to the email you sent to our Corporate Office. Our records show that you were contacted by Mr. Ryan Vogler from our Executive Communications Team on June 22, 2016. Mr. Vogler waived the term commitment on your account and he disconnected your service. 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]
Initial Business Response /* (1000, 5, 2015/11/03) */
October 29, 2015
[redacted] 1
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 28, 2015, we received your correspondence, dated October...
27, 2015, filed with the Revdex.com.
You said an automatic payment was collected after the disconnection date causing an overdraft fee with your bank. You requested a refund for the payment and overdraft fee.
When we spoke today, I advised you that your account was disconnected one day prior to the payment due date. Because your account was enrolled with automatic payment, this option needed to be removed from your account four days prior to the due date to prevent the payment from processing.
I informed you that three check refunds in the amounts of $45.00, $61.45, and $106.45 will be mailed to your address. You accepted this resolution.
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 Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 24, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 20, 2017, we received your complaint, dated March 18, 2017, filed with the Revdex.com. You expressed concern regarding being charged for local channels and you say that you were offered free local channels when you agreed to our service. You also indicated that you had to request a refund of your credit balance. You asked that we not charge you for the local channels. A review of your account reveals that you spoke with Mr. [redacted], an [redacted], on March 23, 2017. During your conversation, you agreed to email him proof that you were offered free local channels. Once we have received your documentation, we will follow up with you. Unfortunately, our system won’t automatically send a refund when a customer has a credit balance. It must be requested. If you chose to make overpayments and would like a refund, you will need to contact our customer service to request one. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for resolving the matter. I had phone issues and did not receive the messages. I will take care of the $120.49 and all will be resolved after this.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution has been met. I am not happy about the length of time it took a company of this caliber to complete the refund, but it is now complete.
Sincerely,
[redacted]
February 13, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 13, 2018, we received your rebuttal, dated February 12, 2018, filed with the Revdex.com. You disagreed with my response, and you requested a refund. I regret that you disagree with my response. It is not my intent to add to your frustration. As previously explained, no funds were collected for the early termination fee, and no refund is warranted. A review of your account reveals a programming credit of $33.78. The system submitted a refund for this amount. Please allow five business days for processing. 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]
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before sir, The receiver cord is frayed, I sent all your equipment back. I told this to your overseas staff, but they still insisted that I go under the table and power on equipment. I told them I cannot do this for two reasons , one being that the equipment can short out my tv, two, I am phsycially disabled due to spinal fusion surgery. If you look at the attached picture on the lower left hand corner is where the dish equipment was set up. Apparently your staff doesn't understand english very well because I told them the cord was damaged. And they kept insisting for me to troubleshoot. I have over 25 years working in computer help desk support, I think I know a frayed power cord when I see one. (IMG_2380.JPG)
December 18, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####463
Dear Ms. [redacted]:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
Although I received...
your voicemail, my attempts to contact you by phone at ###-###-#### on December 15, 16 and 17, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the term commitment on your account. You indicated that you upgraded your equipment because it was required, and you were not aware of the commitment.
A review of your account shows that your equipment was upgraded on March 3, 2015, because it was becoming obsolete. Since this was a requirement by DISH Network, it did not necessitate a term commitment; however, a 24-month commitment was added in error. I apologize for this oversight. I removed the term commitment from your account.
You also disputed the debit of $100.23 that was applied to your credit card account through Credit Card AutoPay (CCA). You stated that you made a manual payment on December 7, 2015, and the automatic payment was not supposed to be collected until December 19, 2015.
On November 4, 2015, a billing statement of $100.23 generated for service from November 19, 2015, through December 18, 2015. We were unable to collect a payment through CCA. As a result, a billing statement of $207.85 generated on December 4, 2015, for service from December 19, 2015, through January 18, 2016. This balance included the previous unpaid balance of $100.23, the new month's charges and a $7.00 late fee.
Our records show that your CCA information was updated on December 7, 2015. Although you also made a payment of $100.23, our system took a second payment on December 8, 2015, for the same amount through CCA. I regret the system error.
I applied a credit of $100.23 to your account for one month of service for this issue. I also reversed the $7.00 late fee.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 28, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 22, 2017, we received your complaint, dated December 21, 2017, filed with the Revdex.com. You expressed concern with a letter you received indicating that you did not qualify for DISH Network’s best promotion, and about the level of customer service you received. When we spoke, I attempted to explain that DISH Network, as other companies, apply a proprietary algorithm when qualifying prospective customers for promotional offers. You requested to know exactly what information was used in the algorithm but, as I explained, that information is proprietary and we do not disclose it in detail. As the credit qualification process is designed to help companies protect themselves, disclosing that information would render the process useless. Our records show that you requested the Hopper 3 and additional Joey receivers when you initiated your account. As you opted for our most advanced equipment, upgrade fees applied. These fees are disclosed prior to being charged, as all DISH Network fees are, and are based on the credit qualification process during the sale of service. While we regret that you do not agree with our policies or procedures, we are unable to provide reimbursement or compensation for this issue. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:Dish failed to provide service in a timely manner. Dish failed to provide the quality and content of service they promised. Further, a dish representative cut down a tree without our authorization and the authorization of the property owners, which is illegal in this area. Legal recourse will be the next step if the early termination fee is not waived.
Sincerely,
[redacted]
March 31, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 31, 2016, we received your complaint, dated March 30, 2016, filed with the Revdex.com. You said that you were lied to when you ordered the internet service. You said that you were told that our internet was fast, that it would not affect your phone service, and that you would be able to use it for your online courses. You requested that we release you from the internet agreement. When we spoke by phone today, I advised you that I reviewed the recording of your sales call and found that our agent explained the service correctly. However, in the interest of customer service, I agreed to release you from your contract. You agreed to call me when you are ready to disconnect your internet service. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
July 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On June 27, 2016, we received your correspondence, dated June 23, 2016, filed with the Revdex.com. You said that a payment of $105.68 was collected without your authorization. You requested a refund and that your Non-Sufficient Funds (NSF) fees be paid. Ms. [redacted], a DISH Network Dispute Resolution Specialist, attempted to reach you at [redacted] and [redacted] on June 27, 2016, without success. She also sent an email to [redacted] (enclosed). Our records reveal that Electronic Funds Transfer (EFT) for payment was added to your DISH Network account on January 1, 2016, though your online account. The payment of $105.68 was collected through EFT on June 19, 2016, for programming from June 19, 2016, through July 18, 2016. The unreturned equipment fee of $99.00 was removed from your account on June 20, 2016, and a credit of $38.00 was applied to your account. These credits total $143.68. A refund for this same amount was applied to your checking account on June 27, 2016. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc:
March 21, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 18, 2016, we received your complaint, dated March 17, 2016, filed with the Revdex.com. You said that you never had our service but that DISH Network is reporting an account in your name that isn’t yours. You asked that the account be removed from your name, for your credit report to be updated, and an apology. When we spoke, I advised you that you will need to file an ID theft affidavit with us. You told me that you were given the ID theft procedures and I informed you that once we receive the required documentation, we can conduct the investigation. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
August 26, 2016 Dear Mr. [redacted]: On August 18, 2016, we received your complaint, dated August 16, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 23, 25 and 26, 2016, have been unsuccessful; however, I left three...
voicemails. You said that you had problems with your service from the start, and when you contacted our customer service, you received no support. You requested that we waive your early termination fee. A review of your account notations and call recordings reveals that we have not received any contact from you regarding technical issues. Therefore, we consider your contract to be valid and we are unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
January 18, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 10, 2018, we received your complaint, dated January 9, 2018, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you were overcharged, it took two years for DISH Network to send you boxes to return your leased equipment, and you were advised that your billing was corrected. You requested to have your balance waived and to have this item removed from your credit file. I attempted to reach you at [redacted] on January 16, 17 and 18, 2018, and I left three voicemails. I also emailed you at [redacted]. In my last message, I informed you that our records indicate your balance is due to an early termination fee and it is correct. Your account was disconnected on October 27, 2014, which was prior to the end of your 24-month commitment. As such, a $160.00 early termination fee was applied to your account. Boxes were sent to the address on file on October 31, 2014. We received a call on August 10, 2015, during which your address was updated and more boxes were sent on August 13, 2015. Your leased equipment was received on September 3, 2015, and the unreturned equipment fees applied to your account were reversed. Our records do not reflect repeated calls concerning this issue. As I explained in my message, our records indicate that when you disconnected your account, you were advised that the early termination fee would apply to your account. You then indicated that you would file a Revdex.com complaint and have it waived. While we sincerely regret any inconvenience this issue may have caused, our records indicate that your billing is correct. As such, we are unable to waive your $161.86 balance or remove this item from your credit file. Enclosed are copies of your Digital Home Advantage customer agreement and your October 2014, December 2014 and September 2015 bills for your records. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 Enclosures (2) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 5, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 3, 2016, we received your complaint, dated April 30, 2016, filed with the Revdex.com. You said that you called in and made a payment and you informed the agent that you would make another payment next month to finish paying off your account. However, the second payment was taken from your credit card account without your knowledge or permission. You said that this unexpected debit caused you a $35.00 overdraft fee. You requested a refund of $35.00. When I spoke with Mrs. [redacted] by phone, I informed her that I reviewed your call to disconnect the account and I found that the agent advised you the early termination fee would automatically be charged to the credit card account used to qualify. Nevertheless, as a courtesy, I agreed to provide you with a $35.00 refund. Please allow three business days for processing. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]