[redacted]-[redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on July 11, 12 and 13, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee to disconnect your service. You maintain that DISH Network did not provide you with the channels that you paid for. You were enrolled in a 24-month commitment on June 17, 2015, when your equipment was upgraded through our DISH’n It Up promotion. Our records show that you were concerned with the removal of your local ABC station. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Tribune Broadcasting Company refused to grant an extension to keep the station on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune Broadcasting Company, presenting a path to end the blackout immediately and ensure "fair market rates" for both parties. However, Tribune Broadcasting Company rejected DISH Network's proposal to pursue an immediate, fair, and binding solution to restore its blacked out channels. Although you are not charged for your local stations, our records show that you declined our offer to provide a monthly credit of $20.00 to your account for six months. Your service was canceled on July 8, 2016. I will make an exception and remove the early termination fee once it is applied to your account. 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
April 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 5, 2016, we received your complaint, dated April 2, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 5, 6 and 7, 2016, were unsuccessful; however, I left three messages. You expressed concern with the Pay-Per-View (PPV) charges that were applied to your account. You maintain that you did not order the PPVs and you would like the charges removed. Our records show that the movies in question were ordered from February 1, 2016, through February 5, 2016, using your remote. Although PPV charges are non-refundable, I made an exception and applied a credit of $55.92 to your account for the charges. I also reversed a $7.00 late fee. Please be advised that this will reduce your current balance from $111.57 to $48.65. To avoid future unwanted PPV charges, we encourage to place locks on your receivers. This may be done by following the steps below: 1. Press the Menu button on your remote 2. Select Locks 3. Select Lock PPV 4. Select Lock System 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]
[redacted] Dear Ms. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You maintain that you were told that you would receive 80GB of anytime internet service and a three-day grace period. However, you received 10GB anytime and 50GB off-time. Because of this, you disconnected the internet service and disputed the $420.00 early termination fee. You mentioned the customer service you received. This account was initiated through I-DISH.com and a review of the sales call reveals that you were informed that you had a three-day grace period. However, you were not informed that you would receive 80 GB and that the internet service would not work with gaming or streaming services. DISH Network does not provide an internet package for 80GB. When I spoke with you by telephone today, I informed you that the early termination fee was removed on February 11, 2016. Your credit card was not charged for this fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You maintain that you did not provide the credit card account ending in [redacted] and it should not have been charged the early termination fee. You requested a credit toward any remaining balance. This account was activated under the Digital Home Advantage (DHA) 24-month agreement for TV service and the dishNET 24-month agreement for internet service on September 16, 2014. Authorization to automatically debit your debit/credit card account is provided in the agreements. I have enclosed a copy of each for your review. Our records reveal that this credit card account was provided when you requested a Move-In Deal on July 29, 2015. When you had your service disconnected on February 16, 2016, you did not fulfill the 24-month agreement for TV and internet service. Therefore, you were charged a $260.00 early termination fee for TV service and a $160.00 early termination fee for internet service. When I spoke with you by telephone today, I informed you that I made an exception and reversed both fees and submitted a refund of $382.50. There is no balance due on your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosures (2) cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
On March 29, 2016, we received your correspondence, dated March 24, 2016, filed with the Revdex.com. You stated that you recently disconnected your DISH Network account and you have not received return shipping materials for the leased equipment. When you contact DISH Network to follow up on the matter, you were provided different instructions regarding the return. You would like confirmation of the instructions in order to resolve this issue. When we spoke today, I advised you that the 625 model receivers are obsolete and they do not need to be returned. However, we do require that the smart cards be removed from the receivers and returned. I verified that the return shipping materials were sent for the smart cards. I also informed you that you do not need to remove the LNB from the dish and return it. You accepted this resolution. 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]
January 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service you agreed to a 24-month price lock. However, your price increased after the first six months. When you attempted to address the matter you were informed that your contract would be enforced and you would be charged an early termination fee. You requested that your service be disconnected without an early termination fee. When we spoke on January 25, 2015, I explained that your billing increased because your Protection Plan promotional offer (free for six months) ended. The service was not removed so you were charged for it ($8.00 a month), causing the price to increase. I removed the Protection Plan and agreed to honor the 24-month price lock at your current price, as a courtesy. You accepted this resolution. 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] Tell us why here...
Complaint: [redacted]
I am rejecting this response because: As stated by the dish network representative, I signed up for america's top 200 and was suppose to be getting a deal as published on their website of 64.99. Instead, they increased my bill to 74.99 after we agreed upon the 64.99 price. In addition to that I was given two $10 credits, one for 10 months and the other for 12 months as part of a promotion and deal agreedapon between me and their customer relations. This would have put my total bill around $60. My first bill was $72.00. I have been getting scammed by dish network from the second they started my account. I can only imagine how many customers are wrongfully charged based on what I've seen thus far. I now need to be credited my $100 plus my bill needs to be adjusted to $64.99 + two $10 credits. Dish has the absolute worst customer service I have ever had to deal with.
Sincerely,
[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. Just for the record, during the past 2 months when I called DISH TV 6 different times, I was never offered a upgrade to a Hopper 3 machine. This didn't happen until I contacted the Revdex.com. It's baffling that DISH didn't offer me or possibly thousands of other customers, who up to a recent point in time, could no longer receive [redacted] streaming either. As I said before, I did have the streaming up to the time I discontinued service with DISH. Six weeks later, I became a customer again, and the [redacted] service was not working for me and for the many other people - as they told me. They claimed it was an upgrade in services which had been going on for 2 months.Now with the new Hopper 3 machine, all has been solved. Thank you Revdex.com and DISH TV.
Sincerely,
[redacted]
Revdex.com: Yes they resolved my complaint that same day. I just wasn't able to respond to the Revdex.com as I didnt have a way to do it yet.
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.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On March 7, 2018, we received your complaint, dated March 6, 2018, filed with the Revdex.com. You indicated that you did not receive the channels you requested when you signed up for DISH Network service through Infinity Sales Group. You said you were offered a gift card, which you never received. You expressed concern that you were not advised of a contract or early termination fees until you wanted to cancel. When I spoke with you on March 7, 2018, I advised you that I waived the early termination fee in the interest of customer service. We strive to provide excellent service, and we regret the confusion regarding the channels you would receive. A review of the initial sales call reveals you were offered a gift card through Infinity Sales Group. Questions regarding the gift card would need to be addressed with Infinity. Disclosures, which include the 24-month commitment and associated fees, were read to you during this call. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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.
Sincerely,
[redacted]
the cancellation of the channels is an ongoing situation with dish -three months of fee reduction does not cover the overcharges included in my dish payment for the months these channels were not available to me
February 15, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 5, 2018, we received your correspondence, dated February 5, 2018, filed with the Revdex.com. You said your father, Mr. Hasson [redacted], passed away and you requested that his account be closed. I attempted to reach you at ([redacted] on February 12, 13 and 15, 2018. I left three voice messages. I also sent an email to [redacted]@ICLOUD.COM. On behalf of DISH Network, please accept my sincere condolences for your loss. Per your request, the account was disconnected on February 10, 2018. There is no balance due and the equipment is not required to be returned to DISH Network. 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, 2015/07/21) */
July 15, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your correspondence, dated July 10, 2015,...
filed with the Revdex.com.
You said that you had DISH Network installed at your home in [redacted] NV and you were required to remove it due to the HOA restrictions. You maintain you were told you may transfer the service to your home in Laguna Beach, CA to prevent the early termination fee from applying. You requested a refund for the Credit Card AutoPay (CCA) payments.
When we spoke today, you provided me with your previous [redacted] account number (XXXXXXXXXXXXXXXX) and your current [redacted] account number (XXXXXXXXXXXXXXXX).
Our records reveal that account number XXXXXXXXXXXXXXXX was disconnected on January 19, 2015. This is the same date a DISH Move-In Deal installation was completed for account number XXXXXXXXXXXXXXXX. Please note that credits were applied to cover the termination fee of $200.00 and no funds were collected for this fee.
The total payments of $501.69 were collected for account XXXXXXXXXXXXXXXX for programming from November 2014 through January 2015. In June 2015, a refund totaling $159.29 was applied to your credit card account ending in 5727. Today, I submitted a refund of $342.40. Please allow five business days for processing. This refund and the refund of $159.29 total $502.30.
During our conversation, you indicated that you are unable to record programming and use the DISH Anywhere option. I explained that you have an active 722K HD DVR model receiver which requires a Sling Adaptor for the DISH Anywhere feature. A Sling Adaptor was ordered on July 14, 2015, and a $49.00 fee was applied. The equipment will be delivered to your address by UPS on July 16, 2015. As a courtesy, I reversed the Sling Adaptor fee from your account.
In addition, I scheduled a free technician visit for July 18, 2015, between 8:00 am and noon. You accepted this resolution.
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnel. We apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You indicated that you would like to settle the balance on your DISH Network account; however, you have not been provided with the collection agency’s information. Your service was activated on September 14, 2013, with a 24-month commitment and was disconnected for non-payment on November 27, 2013. Since your term commitment was not fulfilled, an early termination fee of $460.00 was applied to your account. You were also charged a $17.00 box return shipping fee and unpaid service charges of $57.86 plus tax, bringing your total balance to $573.01. Our records reveal that your account was referred to the collection agency, ERC. Their customer contact phone number is 1-800-875-5334. When I spoke with you by phone on February 19, 2016, I offered to settle your balance for half of the amount. You agreed and made a payment of $286.51. As of this date, your account has a zero balance. Your DISH Network account will be updated with the collection agency within 72 hours. 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] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/06/19) */
June 15, 2015
[redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 11, 2015, we received your complaint, dated June 9, 2015, filed...
with the Revdex.com.
You said that we charged you for unreturned equipment and you maintain that you returned the equipment immediately.
A review of this account reveals that this account was disconnected due to non-payment on March 10, 2015,and unreturned equipment charges were not applied to your account until April 9, 2015. Once the equipment was received on April 22, 2015, the $447.00 unreturned equipment charges were removed from the account. I also removed two $10.00 return box fees, leaving a remaining balance due of $223.39 for service rendered.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:Gerri S[redacted] 3/10/18 The phone number I called to order was a DISH number. The agent answered as DISH. The trucks that the installers came in had DISH all over them in huge letters. The installers identified themselves as DISH employees. The number that I called to correct the failed installation was a DISH number. And yet you claim DISH had nothing to do with any of this debacle. Your claim that once asatellite dish is installed it is my property is not valid. If it is in the contract it is moot because when DISH failed to install as agreed the contract was null and void. If it is DISH policy and conflicts with [redacted] policy it is then without merit. “ We have no record of another technician visit being scheduled, or of the porting of your telephone number. Your account notes indicate that you were advised to call [redacted].” This are your words. You have no record of a tech scheduled or the porting of the phone number yet you say I was advised to call [redacted] on this account. It seems you need to do better on record keeping or be more forthcoming. I would advise anyone considering doing business with DISH to go to the internet and take note of the numerous complaints there. [redacted]
Sincerely,
[redacted]
December 9, 2016 Dear Ms. [redacted]: On December 5, 2016, we received your complaint, dated December 2, 2016, filed with the Revdex.com. You indicated that you have guardianship over a minor whose disability...
bank card was used for a DISH Network account that is not associated with you or the minor child. The bank card account was debited $347.00 and you requested a refund. I requested that you provide me with the bank account number so that I could locate the DISH Network account that it was associated with. When I spoke with you by telephone today you informed me that this issue was resolved, as a refund for the full amount was processed. 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 ###-###-####
April 26, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On April 18, 2017, we received your complaint, dated April 14, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on April 26, 2017, and I left a message. You now claim that there is damage to your roof where a satellite dish was installed. We have opened a damage claim and an assessment will need to be scheduled. For questions or concerns regarding this issue, please contact the claim manager assigned to your case, [redacted]. If there are other questions or concerns, you may contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Dear Ms. [redacted]: On March 5, 2018, we received your complaint, dated March 3, 2018, filed with the Revdex.com. You indicated that when you called DISH Network to inquire about a refund, you were advised that your credit balance was gone and you would not receive the refund. You requested a refund of $36.18. When I spoke with you today, I advised you that a refund of $36.18 has been submitted to your credit card account ending in [redacted]. Please allow up to five days for processing. I apologize for the time it took to process your refund. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
July 14, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on July 11, 12 and 13, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee to disconnect your service. You maintain that DISH Network did not provide you with the channels that you paid for. You were enrolled in a 24-month commitment on June 17, 2015, when your equipment was upgraded through our DISH’n It Up promotion. Our records show that you were concerned with the removal of your local ABC station. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Tribune Broadcasting Company refused to grant an extension to keep the station on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune Broadcasting Company, presenting a path to end the blackout immediately and ensure "fair market rates" for both parties. However, Tribune Broadcasting Company rejected DISH Network's proposal to pursue an immediate, fair, and binding solution to restore its blacked out channels. Although you are not charged for your local stations, our records show that you declined our offer to provide a monthly credit of $20.00 to your account for six months. Your service was canceled on July 8, 2016. I will make an exception and remove the early termination fee once it is applied to your account. 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
April 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 5, 2016, we received your complaint, dated April 2, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 5, 6 and 7, 2016, were unsuccessful; however, I left three messages. You expressed concern with the Pay-Per-View (PPV) charges that were applied to your account. You maintain that you did not order the PPVs and you would like the charges removed. Our records show that the movies in question were ordered from February 1, 2016, through February 5, 2016, using your remote. Although PPV charges are non-refundable, I made an exception and applied a credit of $55.92 to your account for the charges. I also reversed a $7.00 late fee. Please be advised that this will reduce your current balance from $111.57 to $48.65. To avoid future unwanted PPV charges, we encourage to place locks on your receivers. This may be done by following the steps below: 1. Press the Menu button on your remote 2. Select Locks 3. Select Lock PPV 4. Select Lock System 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]
February 26, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You maintain that you were told that you would receive 80GB of anytime internet service and a three-day grace period. However, you received 10GB anytime and 50GB off-time. Because of this, you disconnected the internet service and disputed the $420.00 early termination fee. You mentioned the customer service you received. This account was initiated through I-DISH.com and a review of the sales call reveals that you were informed that you had a three-day grace period. However, you were not informed that you would receive 80 GB and that the internet service would not work with gaming or streaming services. DISH Network does not provide an internet package for 80GB. When I spoke with you by telephone today, I informed you that the early termination fee was removed on February 11, 2016. Your credit card was not charged for this fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
March 11, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You maintain that you did not provide the credit card account ending in [redacted] and it should not have been charged the early termination fee. You requested a credit toward any remaining balance. This account was activated under the Digital Home Advantage (DHA) 24-month agreement for TV service and the dishNET 24-month agreement for internet service on September 16, 2014. Authorization to automatically debit your debit/credit card account is provided in the agreements. I have enclosed a copy of each for your review. Our records reveal that this credit card account was provided when you requested a Move-In Deal on July 29, 2015. When you had your service disconnected on February 16, 2016, you did not fulfill the 24-month agreement for TV and internet service. Therefore, you were charged a $260.00 early termination fee for TV service and a $160.00 early termination fee for internet service. When I spoke with you by telephone today, I informed you that I made an exception and reversed both fees and submitted a refund of $382.50. There is no balance due on your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosures (2) cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
March 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: ...
On March 29, 2016, we received your correspondence, dated March 24, 2016, filed with the Revdex.com. You stated that you recently disconnected your DISH Network account and you have not received return shipping materials for the leased equipment. When you contact DISH Network to follow up on the matter, you were provided different instructions regarding the return. You would like confirmation of the instructions in order to resolve this issue. When we spoke today, I advised you that the 625 model receivers are obsolete and they do not need to be returned. However, we do require that the smart cards be removed from the receivers and returned. I verified that the return shipping materials were sent for the smart cards. I also informed you that you do not need to remove the LNB from the dish and return it. You accepted this resolution. 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]
January 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service you agreed to a 24-month price lock. However, your price increased after the first six months. When you attempted to address the matter you were informed that your contract would be enforced and you would be charged an early termination fee. You requested that your service be disconnected without an early termination fee. When we spoke on January 25, 2015, I explained that your billing increased because your Protection Plan promotional offer (free for six months) ended. The service was not removed so you were charged for it ($8.00 a month), causing the price to increase. I removed the Protection Plan and agreed to honor the 24-month price lock at your current price, as a courtesy. You accepted this resolution. 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] Tell us why here...
Complaint: [redacted]
I am rejecting this response because: As stated by the dish network representative, I signed up for america's top 200 and was suppose to be getting a deal as published on their website of 64.99. Instead, they increased my bill to 74.99 after we agreed upon the 64.99 price. In addition to that I was given two $10 credits, one for 10 months and the other for 12 months as part of a promotion and deal agreedapon between me and their customer relations. This would have put my total bill around $60. My first bill was $72.00. I have been getting scammed by dish network from the second they started my account. I can only imagine how many customers are wrongfully charged based on what I've seen thus far. I now need to be credited my $100 plus my bill needs to be adjusted to $64.99 + two $10 credits. Dish has the absolute worst customer service I have ever had to deal with.
Sincerely,
[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. Just for the record, during the past 2 months when I called DISH TV 6 different times, I was never offered a upgrade to a Hopper 3 machine. This didn't happen until I contacted the Revdex.com. It's baffling that DISH didn't offer me or possibly thousands of other customers, who up to a recent point in time, could no longer receive [redacted] streaming either. As I said before, I did have the streaming up to the time I discontinued service with DISH. Six weeks later, I became a customer again, and the [redacted] service was not working for me and for the many other people - as they told me. They claimed it was an upgrade in services which had been going on for 2 months.Now with the new Hopper 3 machine, all has been solved. Thank you Revdex.com and DISH TV.
Sincerely,
[redacted]
Revdex.com: Yes they resolved my complaint that same day. I just wasn't able to respond to the Revdex.com as I didnt have a way to do it yet.
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.
Sincerely,
[redacted]
March 19, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 7, 2018, we received your complaint, dated March 6, 2018, filed with the Revdex.com. You indicated that you did not receive the channels you requested when you signed up for DISH Network service through Infinity Sales Group. You said you were offered a gift card, which you never received. You expressed concern that you were not advised of a contract or early termination fees until you wanted to cancel. When I spoke with you on March 7, 2018, I advised you that I waived the early termination fee in the interest of customer service. We strive to provide excellent service, and we regret the confusion regarding the channels you would receive. A review of the initial sales call reveals you were offered a gift card through Infinity Sales Group. Questions regarding the gift card would need to be addressed with Infinity. Disclosures, which include the 24-month commitment and associated fees, were read to you during this call. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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.
Sincerely,
[redacted]
the cancellation of the channels is an ongoing situation with dish -three months of fee reduction does not cover the overcharges included in my dish payment for the months these channels were not available to me
February 15, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 5, 2018, we received your correspondence, dated February 5, 2018, filed with the Revdex.com. You said your father, Mr. Hasson [redacted], passed away and you requested that his account be closed. I attempted to reach you at ([redacted] on February 12, 13 and 15, 2018. I left three voice messages. I also sent an email to [redacted]@ICLOUD.COM. On behalf of DISH Network, please accept my sincere condolences for your loss. Per your request, the account was disconnected on February 10, 2018. There is no balance due and the equipment is not required to be returned to DISH Network. 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, 2015/07/21) */
July 15, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your correspondence, dated July 10, 2015,...
filed with the Revdex.com.
You said that you had DISH Network installed at your home in [redacted] NV and you were required to remove it due to the HOA restrictions. You maintain you were told you may transfer the service to your home in Laguna Beach, CA to prevent the early termination fee from applying. You requested a refund for the Credit Card AutoPay (CCA) payments.
When we spoke today, you provided me with your previous [redacted] account number (XXXXXXXXXXXXXXXX) and your current [redacted] account number (XXXXXXXXXXXXXXXX).
Our records reveal that account number XXXXXXXXXXXXXXXX was disconnected on January 19, 2015. This is the same date a DISH Move-In Deal installation was completed for account number XXXXXXXXXXXXXXXX. Please note that credits were applied to cover the termination fee of $200.00 and no funds were collected for this fee.
The total payments of $501.69 were collected for account XXXXXXXXXXXXXXXX for programming from November 2014 through January 2015. In June 2015, a refund totaling $159.29 was applied to your credit card account ending in 5727. Today, I submitted a refund of $342.40. Please allow five business days for processing. This refund and the refund of $159.29 total $502.30.
During our conversation, you indicated that you are unable to record programming and use the DISH Anywhere option. I explained that you have an active 722K HD DVR model receiver which requires a Sling Adaptor for the DISH Anywhere feature. A Sling Adaptor was ordered on July 14, 2015, and a $49.00 fee was applied. The equipment will be delivered to your address by UPS on July 16, 2015. As a courtesy, I reversed the Sling Adaptor fee from your account.
In addition, I scheduled a free technician visit for July 18, 2015, between 8:00 am and noon. You accepted this resolution.
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnel. We apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You indicated that you would like to settle the balance on your DISH Network account; however, you have not been provided with the collection agency’s information. Your service was activated on September 14, 2013, with a 24-month commitment and was disconnected for non-payment on November 27, 2013. Since your term commitment was not fulfilled, an early termination fee of $460.00 was applied to your account. You were also charged a $17.00 box return shipping fee and unpaid service charges of $57.86 plus tax, bringing your total balance to $573.01. Our records reveal that your account was referred to the collection agency, ERC. Their customer contact phone number is 1-800-875-5334. When I spoke with you by phone on February 19, 2016, I offered to settle your balance for half of the amount. You agreed and made a payment of $286.51. As of this date, your account has a zero balance. Your DISH Network account will be updated with the collection agency within 72 hours. 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] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/06/19) */
June 15, 2015
[redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 11, 2015, we received your complaint, dated June 9, 2015, filed...
with the Revdex.com.
You said that we charged you for unreturned equipment and you maintain that you returned the equipment immediately.
A review of this account reveals that this account was disconnected due to non-payment on March 10, 2015,and unreturned equipment charges were not applied to your account until April 9, 2015. Once the equipment was received on April 22, 2015, the $447.00 unreturned equipment charges were removed from the account. I also removed two $10.00 return box fees, leaving a remaining balance due of $223.39 for service rendered.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:Gerri S[redacted] 3/10/18 The phone number I called to order was a DISH number. The agent answered as DISH. The trucks that the installers came in had DISH all over them in huge letters. The installers identified themselves as DISH employees. The number that I called to correct the failed installation was a DISH number. And yet you claim DISH had nothing to do with any of this debacle. Your claim that once asatellite dish is installed it is my property is not valid. If it is in the contract it is moot because when DISH failed to install as agreed the contract was null and void. If it is DISH policy and conflicts with [redacted] policy it is then without merit. “ We have no record of another technician visit being scheduled, or of the porting of your telephone number. Your account notes indicate that you were advised to call [redacted].” This are your words. You have no record of a tech scheduled or the porting of the phone number yet you say I was advised to call [redacted] on this account. It seems you need to do better on record keeping or be more forthcoming. I would advise anyone considering doing business with DISH to go to the internet and take note of the numerous complaints there. [redacted]
Sincerely,
[redacted]
December 9, 2016 Dear Ms. [redacted]: On December 5, 2016, we received your complaint, dated December 2, 2016, filed with the Revdex.com. You indicated that you have guardianship over a minor whose disability...
bank card was used for a DISH Network account that is not associated with you or the minor child. The bank card account was debited $347.00 and you requested a refund. I requested that you provide me with the bank account number so that I could locate the DISH Network account that it was associated with. When I spoke with you by telephone today you informed me that this issue was resolved, as a refund for the full amount was processed. 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 ###-###-####
April 26, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On April 18, 2017, we received your complaint, dated April 14, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on April 26, 2017, and I left a message. You now claim that there is damage to your roof where a satellite dish was installed. We have opened a damage claim and an assessment will need to be scheduled. For questions or concerns regarding this issue, please contact the claim manager assigned to your case, [redacted]. If there are other questions or concerns, you may contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
March 7, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 5, 2018, we received your complaint, dated March 3, 2018, filed with the Revdex.com. You indicated that when you called DISH Network to inquire about a refund, you were advised that your credit balance was gone and you would not receive the refund. You requested a refund of $36.18. When I spoke with you today, I advised you that a refund of $36.18 has been submitted to your credit card account ending in [redacted]. Please allow up to five days for processing. I apologize for the time it took to process your refund. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]