Complaint: [redacted]
I am rejecting this response because: The responses of DISH NETWORK are so full of lies that it is almost impossible to believe anything they say. I started trying to get this matter settled two months before I was leaving the country. I not only gave them the correct address, but repeatedly called them to send the boxes as I was leaving the country within a few weeks and needed to get the matter settled. They were given the correct address at least three times before I left the country - along with my $17 payment for the boxes, and still after two months the boxes were not sent to me. Then during the next two years I sent them my friend's address where the equipment was being safely stored yet they could not even mail the boxes for almost two months. I put much time and effort to get the equipment returned to them in a timely matter, and it is IMPOSSIBLE to understand why it takes a company over a year to get a box sent to someone who repeatedly gave them correct mailing information. I also was told more than once by customer service representatives that since I was moving to a location where there was no DISH NETWORK I would not be responsible for the balance of the contract. It just seems now that this new representative is making things up as he goes and trying to put the blame on me, when they have misled me every step of the way. My balance should be zero and their current attitude toward customers service is a good proof of why DISH NETWORK is doing so poorly as a business now.
Sincerely,
[redacted] Here is an e-mail from March 3. 2015 which obviously shows my frustration in dealing with DISH NETWORK. They repeatedly asked for something impossible. There are small mountain towns in Idaho who do not use or deliver packages to a physical address. [redacted], etc will only deliver to the PO boxes in these towns, but DISH NETWORK refused to accept this fact. "[redacted][email protected] MY GOD! HOW MANY TIMES DO I HAVE TO TELL YOU PEOPLE. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE CORRECT ADDRESS IS: [redacted] I HAVE ALREADY PAID $17 CLEAR BACK SEPTEMBER OF 2014 FOR THE BOX AND RETURN SHIPPING. I HAVE ALREADY PAID TO HAVE IT RETURNED. I HAVE ALREADY PAID TO HAVE IT RETURNED. I HAVE ALREADY PAID TO HAVE IT RETURNED. SEND THE STUPID BOX TO THE RIGHT ADDRESS AND LISTEN TO ME FOR ONCE. DOES ANYONE THERE READ ANYTHING???? [redacted] -----Original Message-----From: care <[email protected]>To: [redacted] <[redacted]>Sent: Tue, Mar 3, 2015 12:19 amSubject: RE: Your DISH bill is now availableDear [redacted],Thank you for your email. I understand that you are required to return the leased equipment back to us and I’m willing to assist you with this. I apologize for any inconvenience that this may have caused you.Please be advised that we have sent you an equipment return kit as of 10/31/2014 on the address listed on file. Please allow 3-5 business days for you to receive the equipment return kit. If you are charged non-returned equipment fees, these fees will be reversed once we received the equipment.There is a $10 shipping charge if you chose to use the return shipping label we provided to return your equipment. Keep in mind that you generally save money by using our packaging as it is only $10 per shipping label, which is as low as half the cost of other couriers.You may also send the equipment to one of the following addresses:DISH Network Service, 90 Inverness Circle East, Englewood, CO 80112DISH Network Service, 1285A Joe Battle Blvd., El Paso, TX 79936DISH Network Service, 525 Dunnett Court, Spartanburg, SC 29303If you wished to continue in changing the service address, I need some information to verify the account. Please send us the four-digit Security Code on the account with the code reminder “BD”. This is to make sure that we are dealing with the account holder or his/her authorized user. Furthermore, this is to safeguard the confidentiality of your account.Please be advised that it will take 7-10 business days for us to receive your equipment once it has been shipped out. We are going to send you an email confirmation once your equipment has been received.Additionally, you can also track the status of your shipment through UPS website at[redacted] To track your package via telephone, call [redacted] at 1-800-PICK
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,
Mark [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.
If in fact the business does issue credit for $87.75 that has been paid as indicated. I will glad pay for equipment return but not for something I don't owe.
Sincerely,
March 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You expressed concern with the customer service you received regarding the credits on your account. DISH Network sincerely regrets any inconvenience you experienced. Over the past 24 months, DISH Network has provided you with account credits totaling $1,247.92. As a result, your account has been identified due to the repeated and excessive requests for service credits or discounts. DISH Network strives to provide the best value and service, and your repeated contact with our Customer Service Department negatively impacts our ability to provide best-in-class customer service to all of our customers. We offered you 30% off your core programming costs for the next five years. As a condition of this offer, any current credits you are receiving on your account would be removed. We also ask that you limit all unnecessary contact with our Customer Service Department. While live agents will always be here for you if you experience technical issues, we ask that do not call DISH Network more than one time per month for non-technical reasons. Although you requested that DISH Network provide you with the 30% offer after your current credits end, we are unable to honor your request. If you would like to accept this five-year discount offer or 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, 6, 2015/07/10) */
July 6, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 3, 2015, we received your complaint, dated July 2, 2015, filed with the Better...
Business Bureau.
You stated that you never received the correct discount on your bundle bill for your DISH Network service. Your attempts to resolve the matter were unsuccessful. You requested that your early termination fee be waived and your account be disconnected.
In our July 3, 2015, email correspondence, you confirmed that your account was disconnected. I apologized that your new customer promotional credits were not applied to your bill correctly. I agreed to waive your early termination fee and you accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Shelley Antrillo
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (2000, 9, 2015/07/14) */
I received an e-mail on July 3 from a dispute resolution specialist answering my complaint. She has stated that she has waived my early termination fee and to please reply to her email for acceptance of resolution.
I responded with an acceptance e-mail. While I am still waiting on the packaging to return equipment, I would like to keep the complaint open until I receive the packaging, all items are returned and a receipt is issued without additional charges.
Initial Business Response /* (1000, 5, 2015/07/10) */
July 8, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your correspondence, dated July 7, 2015, filed with the...
Revdex.com.
You stated that your DISH Network account was not disconnected as you requested. As a result, you were overcharged for service. You were provided a refund of $67.81. You were owed an additional $75.28. This balance was disputed with your financial institution. You continue to be contacted by DISH Network regarding the $75.28. You requested that this be resolved and you would like no further contact.
I resolved the $75.28 balance and I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
November 22, 2016 Dear Ms. [redacted]: On November 21, 2016, we received your complaint, dated November 21, 2016, filed with the Revdex.com. You maintain you requested that we not contact you regarding your balance due. We have no record of this request. I removed the phone numbers from your account. Although the balance of $151.23 remains valid, I notified collections to cease and desist any further collection attempts. 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 ###-###-####
[redacted] Dear Mrs. [redacted]: On December 11, 2017, we received your complaint, dated December 8, 2017, filed with the Revdex.com. You expressed concern with the installation fees that were applied to your account. You indicated that there should be no charge because you subscribe to the DISH Protect Silver Plan. You also expressed dissatisfaction with our Customer Service Department when you contacted us about technical issues. You would like to be released from your term commitment. Our records show that a term commitment was added to your account on May 22, 2017, when your equipment was upgraded through our DISH’n It Up promotion. We are unable to honor your request to waive the term commitment. Enclosed is a copy of your 24-month agreement. Please be advised that troubleshooting by phone is required when a customer contacts us to report technical issues. If an issue cannot be fixed by phone, a technician visit will be required. The regular cost of a technician visit is $95.00. However, the application of the DISH Protect Silver Plan to your account will reduce the cost of a technician visit to $10.00. The plan also provides the customer with free shipping on any equipment that needs to be exchanged. Although the DISH Protect Silver Plan covers any cost to resolve technical issues, it does not cover additional work. As a result, a charge of $25.00 (half of the cost) was applied to your account on December 8, 2017, for the relocation of the receiver within your home. When I spoke with your son by phone on December 11, 2017, I advised him that, as a courtesy, I removed the $25.00 fee. I also applied a credit of $15.00 for the past technician visits, and I removed the DISH Protect Silver Plan from your account. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On April 14, 2016, we received your correspondence, dated April 13, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network from Infinity Sales Group, an independent retail service provider, you requested no contract as you had concerns with moving your service. However, you were assured that we could move your service and/or work with you if you were unable to retain it. You recently requested that your account be disconnected and you were informed that the early termination fee would be enforced. Additionally, you expressed concern regarding the signature obtained on the contract when the service was installed. You requested that your account be disconnected on April 30, 2016, without an early termination fee. When we spoke today, I explained that your sales call was reviewed and your claims regarding your contract were confirmed. I agreed to waive your early termination fee as a courtesy and I scheduled your service disconnection for April 30, 2016. 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] cc: Denver / Boulder Revdex.com
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]
Ms. [redacted]: On February 8, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 10, 11 and 12, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that after you unbundled your account with Windstream, DISH Network didn’t bill you the correct amount. You requested that your billing be corrected, or to be released from your contract. I was unable to locate your account with the information provided in your complaint. Please contact me with your account information so that I may assist you. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7039. 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] Tell us why here...
[redacted]
Dear Ms. [redacted]: On June 14, 2016, we received your complaint, dated June 12, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 14, 15 and 16, 2016, have been unsuccessful. I was not given the option to leave a voice message. You said that you found out an account was built in your name that you say is not yours. You would like the account removed from your credit report. In order to have your name removed from the account you will need to file for ID theft with us. Please contact the Federal Trade Commission (FTC) to obtain an Identity Theft Affidavit by visiting their website http://www.ftc.gov/opa/2002/02/idtheft.shtm or by calling 1-877-IDTHEFT (1-877-438-4338). We suggest that you contact one or all three major credit bureaus to place a fraud alert on your credit file: Equifax PO Box 740256 Atlanta, GA 30374 (800)-685-1111 www.equifax.com Experian PO Box 2002 Allen, TX 75013 (888) 397-3742 www.experian.com TransUnion LLC PO Box 2000 Chester, PA 19022 (800) 888-4213 www.transunion.com To open an identity theft claim, you will need to send the following documentation to the DISH Network Identity Theft Team: o Completed FTC Identity Theft Affidavit (must be signed and include full Social Security Number) o Police Report o Copy of Driver’s License or Government Issued ID Card (front and back) o Phone number o Email address (if applicable) The DISH Network Identity Theft Team will not start the investigation process until all required documentation is received. Phone
[redacted] Fax
[redacted] Email i[redacted] Mail DISH Network Attention: ID Theft Team [redacted]
[redacted] 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
Initial Business Response /* (1000, 5, 2015/08/18) */
August 13, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 4, 2015, we received your complaint, dated August 3, 2015, filed with...
the Revdex.com.
You said that you want to cancel your account because you didn't receive the service you agreed to. You also asked that we refund your payment.
When we spoke by phone, I advised you that I will meet your request and close your account without penalty. I provided you with our equipment return disclosures. I told you to contact me once you have returned your leased equipment so that I can start the refund process.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/11/12) */
November 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 4, 2015, we received your complaint, dated November 3, 2015, filed...
with the Revdex.com.
You disputed the 24-month commitment associated with your DISH Network account. You stated that you were provided incorrect information concerning downloading movies and internet service.
I attempted to reach you at (XXX) XXX-XXXX November 5, 6 and 11, 2015, and I left three voicemails.
In my last message, I advised you that DISH Network has no control over Charter's installation schedule or their handling of new accounts. I also informed you that our records indicate that your sales call was reviewed and no misinformation was found. You were advised that you would receive Blockbuster @Home free for three months for streaming movies. No mention of downloading movies was made.
As DISH Network has no control over Charter internet and as we found no misinformation was provided, we are unable to waive your 24-month commitment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
June 30, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On June 29, 2016, we received your correspondence, dated June 28, 2016, filed with the Revdex.com. You said you authorized your daughter, Ms. [redacted], to use your credit card account to pay her DISH Network bill in March 2016. You disputed the payments that were collected after this date and you requested a refund. When we spoke today, I informed you that the credit card ending in 4861 remained on the account after the payment was made in March 2016. Please note the credit card account in question was not set up for automatic payment. The payments collected were processed per the customer’s request through the automated phone system or through agents over the phone. I removed the credit card account ending in [redacted] from your daughter’s account. Since the payments were authorized by the DISH Network account holder, your refund request cannot be honored. You advised me that you have disputed the payments with your bank. We recommend that you contact your daughter directly to resolve this matter. 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]
July 2, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On June 26, 2017, we received your complaint, dated June 25, 2017, filed with the Revdex.com. My attempts to reach you by phone on June 28 and 29, and July 2, 2017, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding not being able to receive the benefits of a new customer offer. You said that you have been overpaying for two years because you are afraid to return a receiver that is not in use. DISH Network has taken our customers’ feedback into consideration when creating our new existing customer offer. We now offer our qualifying existing customers a two-year price lock. I understand that it doesn’t fully match our new customer offer, but you would receive the benefit of having your price locked. If you agree to this offer, I can offer you [redacted] free for three months, as a courtesy. You are eligible for a free technician visit if you want to upgrade to our Hopper 3 system for a $100.00 one-time fee. Keep in mind that this would increase your DVR fee by $3.00 a month. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
March 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 8, 2016, we received your rebuttal, dated March 7, 2016, filed with the Revdex.com. You said that DISH Network agreed to waive your early termination fee; however, you found that you were charged $49.99. You requested a refund. When we spoke, I told you that your account was closed without penalty. DISH Network did not charge the $49.99 fee. It was charged by PlanetDish.com (888-957-3474). Please contact them directly to inquire about a refund. 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]
Dear Mr. and Mrs. [redacted]: On January 27, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com. You said that you closed your DISH Network account because the On Demand feature did not work. You expressed concern regarding the early termination fee, as...
you state that you didn’t sign a contract. When we spoke you told me that your television service worked but the On Demand didn’t. I informed you that we consider the contract to be valid and that the early termination fee is an accurate charge. We unsuccessfully attempted to assist you with getting your receiver to connect to your internet, and we recommended that you contact your internet provider. I offered to reduce the balance from $442.63 to $99.00, but you said that you want to review the contract before accepting my settlement offer. Enclosed is a copy of your signed contract. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
September 7, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com. You said that you were offered $100.00 gift card, but you have not received it. You requested to have the...
gift card amount applied to your account. When I spoke with you, I informed you that the gift card offer was from Infinity Sales Group LLC, a sales partner of DISH Network. I requested a copy of the sales call; however, I did not receive it. Therefore, I made an exception and I applied a one-time credit of $100.00 to your account. 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 - Friday, 6:00 am - 2:30 pm MDT ###-###-#### September 7, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com. You said that you were offered $100.00 gift card, but you have not received it. You requested to have the gift card amount applied to your account. When I spoke with you, I informed you that the gift card offer was from Infinity Sales Group LLC, a sales partner of DISH Network. I requested a copy of the sales call; however, I did not receive it. Therefore, I made an exception and I applied a one-time credit of $100.00 to your account. 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 - Friday, 6:00 am - 2:30 pm MDT ###-###-####
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. Wanted to let u know I got the money. Thank you so much. [redacted].Got the money this morning.Thanks for all of your help.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The responses of DISH NETWORK are so full of lies that it is almost impossible to believe anything they say. I started trying to get this matter settled two months before I was leaving the country. I not only gave them the correct address, but repeatedly called them to send the boxes as I was leaving the country within a few weeks and needed to get the matter settled. They were given the correct address at least three times before I left the country - along with my $17 payment for the boxes, and still after two months the boxes were not sent to me. Then during the next two years I sent them my friend's address where the equipment was being safely stored yet they could not even mail the boxes for almost two months. I put much time and effort to get the equipment returned to them in a timely matter, and it is IMPOSSIBLE to understand why it takes a company over a year to get a box sent to someone who repeatedly gave them correct mailing information. I also was told more than once by customer service representatives that since I was moving to a location where there was no DISH NETWORK I would not be responsible for the balance of the contract. It just seems now that this new representative is making things up as he goes and trying to put the blame on me, when they have misled me every step of the way. My balance should be zero and their current attitude toward customers service is a good proof of why DISH NETWORK is doing so poorly as a business now.
Sincerely,
[redacted] Here is an e-mail from March 3. 2015 which obviously shows my frustration in dealing with DISH NETWORK. They repeatedly asked for something impossible. There are small mountain towns in Idaho who do not use or deliver packages to a physical address. [redacted], etc will only deliver to the PO boxes in these towns, but DISH NETWORK refused to accept this fact. "[redacted][email protected] MY GOD! HOW MANY TIMES DO I HAVE TO TELL YOU PEOPLE. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE CORRECT ADDRESS IS: [redacted] I HAVE ALREADY PAID $17 CLEAR BACK SEPTEMBER OF 2014 FOR THE BOX AND RETURN SHIPPING. I HAVE ALREADY PAID TO HAVE IT RETURNED. I HAVE ALREADY PAID TO HAVE IT RETURNED. I HAVE ALREADY PAID TO HAVE IT RETURNED. SEND THE STUPID BOX TO THE RIGHT ADDRESS AND LISTEN TO ME FOR ONCE. DOES ANYONE THERE READ ANYTHING???? [redacted] -----Original Message-----From: care <[email protected]>To: [redacted] <[redacted]>Sent: Tue, Mar 3, 2015 12:19 amSubject: RE: Your DISH bill is now availableDear [redacted],Thank you for your email. I understand that you are required to return the leased equipment back to us and I’m willing to assist you with this. I apologize for any inconvenience that this may have caused you.Please be advised that we have sent you an equipment return kit as of 10/31/2014 on the address listed on file. Please allow 3-5 business days for you to receive the equipment return kit. If you are charged non-returned equipment fees, these fees will be reversed once we received the equipment.There is a $10 shipping charge if you chose to use the return shipping label we provided to return your equipment. Keep in mind that you generally save money by using our packaging as it is only $10 per shipping label, which is as low as half the cost of other couriers.You may also send the equipment to one of the following addresses:DISH Network Service, 90 Inverness Circle East, Englewood, CO 80112DISH Network Service, 1285A Joe Battle Blvd., El Paso, TX 79936DISH Network Service, 525 Dunnett Court, Spartanburg, SC 29303If you wished to continue in changing the service address, I need some information to verify the account. Please send us the four-digit Security Code on the account with the code reminder “BD”. This is to make sure that we are dealing with the account holder or his/her authorized user. Furthermore, this is to safeguard the confidentiality of your account.Please be advised that it will take 7-10 business days for us to receive your equipment once it has been shipped out. We are going to send you an email confirmation once your equipment has been received.Additionally, you can also track the status of your shipment through UPS website at[redacted] To track your package via telephone, call [redacted] at 1-800-PICK
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,
Mark [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.
If in fact the business does issue credit for $87.75 that has been paid as indicated. I will glad pay for equipment return but not for something I don't owe.
Sincerely,
March 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You expressed concern with the customer service you received regarding the credits on your account. DISH Network sincerely regrets any inconvenience you experienced. Over the past 24 months, DISH Network has provided you with account credits totaling $1,247.92. As a result, your account has been identified due to the repeated and excessive requests for service credits or discounts. DISH Network strives to provide the best value and service, and your repeated contact with our Customer Service Department negatively impacts our ability to provide best-in-class customer service to all of our customers. We offered you 30% off your core programming costs for the next five years. As a condition of this offer, any current credits you are receiving on your account would be removed. We also ask that you limit all unnecessary contact with our Customer Service Department. While live agents will always be here for you if you experience technical issues, we ask that do not call DISH Network more than one time per month for non-technical reasons. Although you requested that DISH Network provide you with the 30% offer after your current credits end, we are unable to honor your request. If you would like to accept this five-year discount offer or 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, 6, 2015/07/10) */
July 6, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 3, 2015, we received your complaint, dated July 2, 2015, filed with the Better...
Business Bureau.
You stated that you never received the correct discount on your bundle bill for your DISH Network service. Your attempts to resolve the matter were unsuccessful. You requested that your early termination fee be waived and your account be disconnected.
In our July 3, 2015, email correspondence, you confirmed that your account was disconnected. I apologized that your new customer promotional credits were not applied to your bill correctly. I agreed to waive your early termination fee and you accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Shelley Antrillo
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (2000, 9, 2015/07/14) */
I received an e-mail on July 3 from a dispute resolution specialist answering my complaint. She has stated that she has waived my early termination fee and to please reply to her email for acceptance of resolution.
I responded with an acceptance e-mail. While I am still waiting on the packaging to return equipment, I would like to keep the complaint open until I receive the packaging, all items are returned and a receipt is issued without additional charges.
Initial Business Response /* (1000, 5, 2015/07/10) */
July 8, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your correspondence, dated July 7, 2015, filed with the...
Revdex.com.
You stated that your DISH Network account was not disconnected as you requested. As a result, you were overcharged for service. You were provided a refund of $67.81. You were owed an additional $75.28. This balance was disputed with your financial institution. You continue to be contacted by DISH Network regarding the $75.28. You requested that this be resolved and you would like no further contact.
I resolved the $75.28 balance and I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
November 22, 2016 Dear Ms. [redacted]: On November 21, 2016, we received your complaint, dated November 21, 2016, filed with the Revdex.com. You maintain you requested that we not contact you regarding your balance due. We have no record of this request. I removed the phone numbers from your account. Although the balance of $151.23 remains valid, I notified collections to cease and desist any further collection attempts. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
December 15, 2017 Mrs. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 11, 2017, we received your complaint, dated December 8, 2017, filed with the Revdex.com. You expressed concern with the installation fees that were applied to your account. You indicated that there should be no charge because you subscribe to the DISH Protect Silver Plan. You also expressed dissatisfaction with our Customer Service Department when you contacted us about technical issues. You would like to be released from your term commitment. Our records show that a term commitment was added to your account on May 22, 2017, when your equipment was upgraded through our DISH’n It Up promotion. We are unable to honor your request to waive the term commitment. Enclosed is a copy of your 24-month agreement. Please be advised that troubleshooting by phone is required when a customer contacts us to report technical issues. If an issue cannot be fixed by phone, a technician visit will be required. The regular cost of a technician visit is $95.00. However, the application of the DISH Protect Silver Plan to your account will reduce the cost of a technician visit to $10.00. The plan also provides the customer with free shipping on any equipment that needs to be exchanged. Although the DISH Protect Silver Plan covers any cost to resolve technical issues, it does not cover additional work. As a result, a charge of $25.00 (half of the cost) was applied to your account on December 8, 2017, for the relocation of the receiver within your home. When I spoke with your son by phone on December 11, 2017, I advised him that, as a courtesy, I removed the $25.00 fee. I also applied a credit of $15.00 for the past technician visits, and I removed the DISH Protect Silver Plan from your account. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 25, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 14, 2016, we received your correspondence, dated April 13, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network from Infinity Sales Group, an independent retail service provider, you requested no contract as you had concerns with moving your service. However, you were assured that we could move your service and/or work with you if you were unable to retain it. You recently requested that your account be disconnected and you were informed that the early termination fee would be enforced. Additionally, you expressed concern regarding the signature obtained on the contract when the service was installed. You requested that your account be disconnected on April 30, 2016, without an early termination fee. When we spoke today, I explained that your sales call was reviewed and your claims regarding your contract were confirmed. I agreed to waive your early termination fee as a courtesy and I scheduled your service disconnection for April 30, 2016. 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] cc: Denver / Boulder Revdex.com
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]
February 12, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Ms. [redacted]: On February 8, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 10, 11 and 12, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that after you unbundled your account with Windstream, DISH Network didn’t bill you the correct amount. You requested that your billing be corrected, or to be released from your contract. I was unable to locate your account with the information provided in your complaint. Please contact me with your account information so that I may assist you. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7039. 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] Tell us why here...
June 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]
Dear Ms. [redacted]: On June 14, 2016, we received your complaint, dated June 12, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 14, 15 and 16, 2016, have been unsuccessful. I was not given the option to leave a voice message. You said that you found out an account was built in your name that you say is not yours. You would like the account removed from your credit report. In order to have your name removed from the account you will need to file for ID theft with us. Please contact the Federal Trade Commission (FTC) to obtain an Identity Theft Affidavit by visiting their website http://www.ftc.gov/opa/2002/02/idtheft.shtm or by calling 1-877-IDTHEFT (1-877-438-4338). We suggest that you contact one or all three major credit bureaus to place a fraud alert on your credit file: Equifax PO Box 740256 Atlanta, GA 30374 (800)-685-1111 www.equifax.com Experian PO Box 2002 Allen, TX 75013 (888) 397-3742 www.experian.com TransUnion LLC PO Box 2000 Chester, PA 19022 (800) 888-4213 www.transunion.com To open an identity theft claim, you will need to send the following documentation to the DISH Network Identity Theft Team: o Completed FTC Identity Theft Affidavit (must be signed and include full Social Security Number) o Police Report o Copy of Driver’s License or Government Issued ID Card (front and back) o Phone number o Email address (if applicable) The DISH Network Identity Theft Team will not start the investigation process until all required documentation is received. Phone
[redacted] Fax
[redacted] Email i[redacted] Mail DISH Network Attention: ID Theft Team [redacted]
[redacted] 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
Initial Business Response /* (1000, 5, 2015/08/18) */
August 13, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 4, 2015, we received your complaint, dated August 3, 2015, filed with...
the Revdex.com.
You said that you want to cancel your account because you didn't receive the service you agreed to. You also asked that we refund your payment.
When we spoke by phone, I advised you that I will meet your request and close your account without penalty. I provided you with our equipment return disclosures. I told you to contact me once you have returned your leased equipment so that I can start the refund process.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/11/12) */
November 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 4, 2015, we received your complaint, dated November 3, 2015, filed...
with the Revdex.com.
You disputed the 24-month commitment associated with your DISH Network account. You stated that you were provided incorrect information concerning downloading movies and internet service.
I attempted to reach you at (XXX) XXX-XXXX November 5, 6 and 11, 2015, and I left three voicemails.
In my last message, I advised you that DISH Network has no control over Charter's installation schedule or their handling of new accounts. I also informed you that our records indicate that your sales call was reviewed and no misinformation was found. You were advised that you would receive Blockbuster @Home free for three months for streaming movies. No mention of downloading movies was made.
As DISH Network has no control over Charter internet and as we found no misinformation was provided, we are unable to waive your 24-month commitment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
June 30, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On June 29, 2016, we received your correspondence, dated June 28, 2016, filed with the Revdex.com. You said you authorized your daughter, Ms. [redacted], to use your credit card account to pay her DISH Network bill in March 2016. You disputed the payments that were collected after this date and you requested a refund. When we spoke today, I informed you that the credit card ending in 4861 remained on the account after the payment was made in March 2016. Please note the credit card account in question was not set up for automatic payment. The payments collected were processed per the customer’s request through the automated phone system or through agents over the phone. I removed the credit card account ending in [redacted] from your daughter’s account. Since the payments were authorized by the DISH Network account holder, your refund request cannot be honored. You advised me that you have disputed the payments with your bank. We recommend that you contact your daughter directly to resolve this matter. 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]
July 2, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On June 26, 2017, we received your complaint, dated June 25, 2017, filed with the Revdex.com. My attempts to reach you by phone on June 28 and 29, and July 2, 2017, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding not being able to receive the benefits of a new customer offer. You said that you have been overpaying for two years because you are afraid to return a receiver that is not in use. DISH Network has taken our customers’ feedback into consideration when creating our new existing customer offer. We now offer our qualifying existing customers a two-year price lock. I understand that it doesn’t fully match our new customer offer, but you would receive the benefit of having your price locked. If you agree to this offer, I can offer you [redacted] free for three months, as a courtesy. You are eligible for a free technician visit if you want to upgrade to our Hopper 3 system for a $100.00 one-time fee. Keep in mind that this would increase your DVR fee by $3.00 a month. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
March 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 8, 2016, we received your rebuttal, dated March 7, 2016, filed with the Revdex.com. You said that DISH Network agreed to waive your early termination fee; however, you found that you were charged $49.99. You requested a refund. When we spoke, I told you that your account was closed without penalty. DISH Network did not charge the $49.99 fee. It was charged by PlanetDish.com (888-957-3474). Please contact them directly to inquire about a refund. 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]
Dear Mr. and Mrs. [redacted]: On January 27, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com. You said that you closed your DISH Network account because the On Demand feature did not work. You expressed concern regarding the early termination fee, as...
you state that you didn’t sign a contract. When we spoke you told me that your television service worked but the On Demand didn’t. I informed you that we consider the contract to be valid and that the early termination fee is an accurate charge. We unsuccessfully attempted to assist you with getting your receiver to connect to your internet, and we recommended that you contact your internet provider. I offered to reduce the balance from $442.63 to $99.00, but you said that you want to review the contract before accepting my settlement offer. Enclosed is a copy of your signed contract. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
September 7, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com. You said that you were offered $100.00 gift card, but you have not received it. You requested to have the...
gift card amount applied to your account. When I spoke with you, I informed you that the gift card offer was from Infinity Sales Group LLC, a sales partner of DISH Network. I requested a copy of the sales call; however, I did not receive it. Therefore, I made an exception and I applied a one-time credit of $100.00 to your account. 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 - Friday, 6:00 am - 2:30 pm MDT ###-###-#### September 7, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com. You said that you were offered $100.00 gift card, but you have not received it. You requested to have the gift card amount applied to your account. When I spoke with you, I informed you that the gift card offer was from Infinity Sales Group LLC, a sales partner of DISH Network. I requested a copy of the sales call; however, I did not receive it. Therefore, I made an exception and I applied a one-time credit of $100.00 to your account. 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 - Friday, 6:00 am - 2:30 pm MDT ###-###-####
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. Wanted to let u know I got the money. Thank you so much. [redacted].Got the money this morning.Thanks for all of your help.
Sincerely,
[redacted]