Complaint: [redacted]
I am rejecting this response because: I received a letter in the mail stating that by signing up with Dish Network they may increase my bill time to time. This is not acceptable. Increasing my monthly bill with no explanation nor with any additional services is not acceptable. When I signed up with Dish Network it was for a monthly service with a fee attached to that service.
Sincerely,
[redacted]
[redacted] Dear [redacted]: On May 24, 2017, we received your complaint, dated May 23, 2017, filed with the Revdex.com. You said that you received an email from us with an offer for discounted premium movie channels. However, when you called to take advantage of the promotion, you were told that you didn’t qualify for it. You feel that this is a bait and switch tactic, and you would like us to honor the offer. When we spoke, I informed you that the email you received did state in the disclosures that your account must be current in order to be eligible. Because you have been carrying a rolling balance, you were disqualified from the offer. Our records reflect that an agent offered you the four premium movie packages for $25.00 a month for the next six months. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] a.m. to 2:30 p.m. MDT [redacted]
February 22, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On February 12, 2018, we received your complaint, dated February 10, 2018, filed with the Revdex.com. You indicated that you have experienced ongoing technical issues since your system was installed. As a result, you requested to be released from the 24-month commitment and you maintain that the agreement states you may cancel without penalty within 180 days. When I spoke with you by telephone today, you agreed to a free technician visit to troubleshoot your system. I scheduled it for February 27, 2018, between the hours of 8:00 am and 10:00 am. As you are currently receiving a monthly credit of $5.00 for six months, I also agreed to extend the credits for an additional six months once these expire. You activated your account under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) which includes an early termination fee if the commitment is not fulfilled. It does not state that you can cancel within 180 days without any charge. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 30, 2017, we received your complaint, dated March 29, 2017, filed with the Revdex.com. You maintain that you did not give DISH Network permission to install the satellite equipment on your property at [redacted]. You indicated that it should be DISH Network’s responsibility to request landlord permission before installing a satellite dish. When I spoke with you by telephone today, I advised you that this address had DISH Network service from March 24, 2013, to March 25, 2015. Also, as DISH Network does not require the return of the dish, we do not de-install it. If you would like the dish removed from your home, the starting cost of a de-installation is $99.00. You may also refer to a local retailer for de-installation costs. We have no record of a recent account at that address. It is the tenant’s responsibility to ensure that they are in compliance with their lease. If this property is now a rental, this is a tenant/landlord dispute. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted] Dear Mr. [redacted]: On June 22, 2017, we received your correspondence, dated June 21, 2017, filed with the Revdex.com. You maintain that only a Joey receiver was installed at your home in April 2017 and you disputed the $199.00 TV installation fee. You requested a refund. Our records reveal that your concerns were reported to the appropriate personnel for review. When you spoke with DISH Network representative Ms. Jennifer Mc Hose on June 29, 2017, she investigated your claim and applied a one-time credit of $150.00 to your account. I submitted a refund of $150.00. Please allow three weeks for processing. The quality of our customers' experiences is of great importance to DISH Network. I 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 4, 2015/11/23) */
November 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your correspondence, dated November 13,...
2015, filed with the Revdex.com.
You stated that you recently relocated and you were unable to retain your DISH Network service at your new residence. This led you to disconnect your account. Your service was bundled with CenturyLink and you have been billed $112.37 for DISH Network services since you disconnected. Your attempts to resolve this balance have been unsuccessful and you would like this corrected.
When we spoke today, I confirmed that a $112.37 credit was transferred to CenturyLink to correct the matter. You accepted this resolution and agreed to contact me should you receive any further billing.
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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tell us why here...January 31, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 31, 2018, we received your rebuttal, dated January 30, 2018, filed with the Revdex.com. You disagreed with my response and expressed concern with your customer service experience. It is not my intent to add to your frustration. We appreciate your feedback and we regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
[redacted] Dear Ms. [redacted] On June 20, 2016, we received your complaint, dated June 16, 2016, filed with the Revdex.com. You indicated that you experienced technical issues with both your TV service and internet service; therefore, you disconnected the services. You disputed the early termination fees. When you disconnected your service, you did not fulfill the 24-month agreements and you were charged $380.00 for the TV early termination fee and $262.50 for the internet early termination fee. A review of this account reveals that there have been numerous technical issues reported. When I spoke with you by telephone today, I informed you that I waived both early termination fees and I removed the $769.64 balance from 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]
Initial Business Response /* (1000, 5, 2015/09/08) */
September 1, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 27, 2015, we received your complaint, dated August 24, 2015, filed with the...
Revdex.com.
You expressed concern with the limited data and usage with the internet service. You requested a daily usage chart.
When I spoke with you by telephone today, I informed you that we only provide broadband internet (satellite) in your area. Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the internet service in a 30-day period before speeds are slowed. Each service package has its usage thresholds for uploading and downloading within a 30-day period.
Common causes of high usage include the following:
Downloading or streaming media (movies, TV, music, video conferencing)
Using download or streaming services (YouTube, HBO Go, etc.)
Unsecured wireless router
Smartphone/tablet using wireless connection
There are different reasons that the internet speed would decrease. It would depend on the time of day and local traffic as well as the actual usage location.
You may log onto your online account to check your daily usage. We do not have the option to individualize usage.
Unfortunately, we do not currently offer DSL internet in your area. I provided you with five free GB for this month and I will release you from the 24-month commitment and early termination fee. Please contact me directly if you choose to disconnect the service.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with [redacted] & she was very friendly & helpful. After the conversation was over I can't help but to get the feeling that Dish personnel are in dire need of additional training & Dish as a whole needs system upgrades. I find it very hard to believe that they can charge you for a service that they can neither prove, justify or specify. All they can do is speculate what happened to my data. All I ask is prove it. Can you imagine going to the grocery store & picking up a few items & the check out clerk charging you $500.00. Well I'm sorry Sir that's what the computer says you owe. You have to watch out when you buy various large ticket items. But I didn't buy any of these items. Can you show me why you think I owe $500.00? No sir it's in the computer & I don't have access to that information. This is basically that Dish is doing & in lieu of their oversight I think it is only fair that they are willing to release me from my 2 year contract & termination fees with the understanding that once I have a replacement service in place I will call [redacted] back & Dish will at that time terminate my service.
Thanks,
[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.
As long as the collection is taken off all credit reports.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/12/04) */
December 3, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015,...
filed with the Revdex.com.
You expressed concern regarding your data usage. You state that you have cut back on your internet usage, but feel that we are overstating your usage. You want your data usage looked into and to receive a refund for the months you have paid for the internet service.
When we spoke, I informed you that a review of last month's data usage found it to be accurate. The overall usage type on your account shows about two-thirds as video streaming and general web browsing. A large Windows Update was performed on November 16, 2015, between 6 am and 7 am; however, this did not count against your anytime usage.
I offered to send a technician to your home to review your system and I advised you that if these problems continue, I'm willing to release you from your contract. Although I'm unable to provide you with a refund, I added a $40.00 monthly credit to your account for 12 months.
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
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I believe that [redacted] was very helpful and showed good faith by discounting my internet rate an sending a tech out to my home, I honestly do not believe this issue in its entirety is resolved. This is really a David vs. Goliath situation, Dish is a huge company with all of the resources in the world and it's their word against mine. Also, due to the nature of the product being sold/purchased it is very hard for me to prove that they were cutting me short or miscounting my data usage. However I have attached an image of my current data usage for this month and even though I have not changed my habits at all, it shows that I have used less than 3GB of my 15GB but in previous months by this same time Dish said that I had already used 80% of my data. Call it what you want, but it defiantly seems ironic that only after I called them out on their dishonesty is my data usage being correctly calculated.
Final Business Response /* (4000, 8, 2015/12/22) */
December 14, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 14, 2015, we received your rebuttal, dated December 11, 2015, filed with the Revdex.com.
You said that although you are unsure that the issue has been corrected, your internet usage seems to be accurate.
We strive to provide excellent service and we regret that your experience was unfavorable. Please let me know if your issues continue so that we can work toward a solution.
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
[redacted]
[redacted] XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/09/04) */
August 24, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your complaint, dated August 18, 2015, filed...
with the Revdex.com.
You requested to have a credit of $311.07 applied to your DISH Network account.
I attempted to reach you at (XXX) XXX-XXXX on August 20, 21 and 24, 2015, and I left three voicemails.
In my last message, I advised you that our Bankruptcy Team adjusted your balance due at the time that your bankruptcy was filed. You received two $78.20 credits in July 2014, which more than covered your balance due at the time. As such, we are not able to apply further adjustments for this issue.
Please note, a review of your billing reveals that although we have received no payment since May 26, 2014, no late fees have applied to your account.
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]
Initial Consumer Rebuttal /* (3000, 8, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been trying to resolve this since July of 2014 and have sent certified letters and received no response from the company...they have customer service reps and supervisors who say they are giving a credit but it never happened nothing was credited to the account because they charged the same amount they say was a credit so it was a wash out.....Dish is a rip off as I have seen from the numerous complaints on this site alone...They might as well give a credit for the balance because they will not get any money from me ever again. If Dave contacted me on the above dates he did not let any messages I would have certainly called him back so he is a liar
Final Business Response /* (4000, 10, 2015/09/24) */
September 16, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 11, 2015, we received your complaint, dated September 7, 2015, filed with the Revdex.com.
You indicated that a credit was applied to your account but you were then charged the same amount. You also maintain that you were offered additional adjustments that you did not receive, and that I did not leave you any voicemails.
On August 25, 2015, I responded to the voicemail you left me in response to my previous messages. I was unable to reach you and I left you a fourth voicemail advising you that we have no record of any offers for additional adjustments beyond what you received from our bankruptcy department.
Please note that you received 16 months of service without making a single payment. As you indicated in your voicemail that the service was in use the entire time, we request that your balance of $1,075.55 be paid.
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
1020 Cherokee St.
Denver, CO XXXXX
[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]
I have returned the only box I had from Dish, a DVR, two controls, connections, and other items that came with the equipment. They should receive it any time. I sent it since three days ago, on Feb. 23rd, 2016. According to Dish, I have to pay $10,more plus $81.14 for early termination. I will making payment, on March 5th, since I have not received yet my direct deposit into my bank acct. Thank you Revdex.com for your cooperation. Sincerely,Carmenza Moreno.
December 28, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####828
Dear Ms. [redacted]:
On December 22, 2015, we received your complaint, dated December 20, 2015, filed with the Revdex.com.
I unsuccessfully...
attempted to contact you at ###-###-#### on December 22, 23 and 28, 2015, and I left three messages.
You maintain that you never ordered Showtime and you requested a full refund of $280.00. You mentioned that you were already provided with a $184.00 account credit.
A review of this account reveals that on May 17, 2015, you enrolled in a promotion for Showtime for half price for six months. Once it expired, you never removed and you began to be billed at the regular rate. As an exception, I provided your account with an additional $100.00 credit to honor your request.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
July 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On July 12, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. You expressed concern with the information that was reported to collections by DISH Network. You indicated that you agreed to pay the balance, but the information was not removed from your credit report as promised. Your service was disconnected on November 14, 2014, for non-payment. At that time, your service was left with an unpaid service balance of $128.16. Since the balance was not paid, it was referred to collections on March 5, 2015. Our records show that the balance of $128.16 was paid on February 8, 2016, leaving your account with a zero balance. At that time, your account was updated with the collection agency to reflect “paid”. When I spoke with you by phone today, I advised you that I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
Dear Mr. [redacted]: On April 28, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You expressed further concern with the following: · Early termination fee · Pricing · Payment · Box return fee Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and offset the losses we incur when acquiring a new customer. Prior to the installation, we provided the terms and conditions of your promotion via email. As previously advised, by allowing someone else to be present during the installation, you authorized that person to sign the agreement on your behalf. Copies of the agreements (service and contractual agreements) were provided to you via email on March 11, 2015. Our records do not show that you contacted us regarding your dispute until your service was disconnected. Since your term commitment was not fulfilled, the early termination fee of $240.00 is valid. You stated that your monthly rate increased without notice. Your promotion included a $45.00 monthly credit for the first 12 months of service. A review of the sales call from March 10, 2015, found that our representative disclosed that this discount would only apply for the first year of service. Your monthly billing statements also detailed the length of time the discount would apply and the amount of the discount. You began to be billed the regular monthly rate of $108.49 (plus tax) due to the expiration of the discount on March 10, 2016. You maintain that you removed AutoPay, but DISH Network still collected a payment. Our records show that you were enrolled in Credit Card AutoPay (CCA) and paperless billing to receive our HD Free for Life offer. Although you removed CCA through our automated system on June 15, 2015, you re-enrolled in AutoPay with your checking account on July 8, 2015. AutoPay was once again removed on March 12, 2016. Please be advised that this was one day after we drafted a payment of $93.31 from your checking account. While the $10.00 box return fee is appropriate, we do not show that the fee was applied to your DISH Network account. Please note that if the equipment is not returned within the required time frame, unreturned equipment fees will be applied to your account. While I requested that the collection calls on your account cease, the balance of $350.48 on your account remains valid. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
October 11, 2016 Dear Ms. [redacted]: On October 4, 2016, we received your complaint, dated September 30, 2016, filed with the Revdex.com. You stated that you made a payment of $137.00 on your DISH Network account in error. You spoke with a DISH...
Network representative and you were provided incorrect information to resolve the matter. As a result, you incurred non-sufficient funds (NSF) fees. You requested that you receive a refund for these fees. When we spoke on October 4, 2016, I agreed to apply a credit to your DISH Network account for the NSF fees once I receive a copy of your bank statement confirming the charges. I received the requested support today and I applied a $200.00 credit to your DISH Network account. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
[redacted]: On February 4, 2016, we received your correspondence, dated February 3, 2016, filed with the Revdex.com. You said that DISH Network refuses to honor the referral promotion for you to receive an Xbox and you requested to cancel your service without penalty. You also disputed the signature on your Digital Home Advantage (DHA) agreement. Our records show that you spoke with Ms. [redacted]i, a DISH Network Dispute Resolution Specialist, on January 30, 2016. She advised you that we are unable to honor the Xbox, as one of your referred customers did not activate their service on or before the December 31, 2015, promotion deadline. However, you will receive three monthly $5.00 referral credits for ten months. In addition, on this same date a one-time courtesy credit of $169.58 was applied to your account, which covers the amount due for service rendered through March 7, 2016. You established your service under the DHA contractual agreement with a 24-month commitment on June 8, 2015. A copy of the signed document was sent to [redacted]. Because you agreed to the term commitment, we provided you with free equipment and a free installation. You also received a $35.00 monthly discount and a $5.00 Seasonal Sale discount for 12 months along with the HBO, Cinemax, Showtime, Starz and Blockbuster @Home channels free for three months and the Protection Plan free for six months. When we spoke today, I advised you that the signature on your DHA agreement was collected on an electronic pad during the installation of service. As the stylus or finger swipe may track slower than expected, your signature may look distorted. Since you maintain you did not agree to the terms, I offered to waive the early termination fee; however, this action will result in the $35.00 monthly promotional credits being removed from your account. You disagreed with this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
February 2, 2018 Mr. [redacted] 35514 Athena Ct. Winchester, CA 92596 Re: Revdex.com Complaint # [redacted] 8255909911416227-3605556 Dear Mr. [redacted]: On February 2, 2018, we received your complaint, dated January 26, 2018, filed with the Revdex.com. You maintain that you did not order the Pay-Per-View (PPV) movies charged to your DISH Network account. You requested a refund for all PPV charges, and for your early termination fee. When we spoke previously, I explained that our position was based on your calls to us requesting directions on how to order PPV movies through your receiver. The PPVs to which you refer were all ordered through your remote after your calls to us. While we sincerely regret any inconvenience, as our records show that the PPVs charged to your account were ordered through your receiver even after you said that you set up parental locks, and as you contacted us requesting information for ordering movies through your receiver, we are unable to refund the PPV charges. Additionally, as your account was disconnected prior to the fulfillment of your 24-month commitment, we are unable to waive and refund your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your correspondence, dated January 20, 2016, filed with the Revdex.com. You stated that you recently relocated and you were unable to retain your DISH Network service at your new residence. This led you to disconnect your service prior to completing your contractual commitment. You were charged a $346.92 early termination fee. You requested that the fee be waived and the charge refunded. My three attempts to contact you at [redacted] and [redacted] on January 13, 14 and 15, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. To address your complaint, I waived your early termination fee as a courtesy and I issued a refund for the $346.92 charge. 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: I received a letter in the mail stating that by signing up with Dish Network they may increase my bill time to time. This is not acceptable. Increasing my monthly bill with no explanation nor with any additional services is not acceptable. When I signed up with Dish Network it was for a monthly service with a fee attached to that service.
Sincerely,
[redacted]
May 26, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 24, 2017, we received your complaint, dated May 23, 2017, filed with the Revdex.com. You said that you received an email from us with an offer for discounted premium movie channels. However, when you called to take advantage of the promotion, you were told that you didn’t qualify for it. You feel that this is a bait and switch tactic, and you would like us to honor the offer. When we spoke, I informed you that the email you received did state in the disclosures that your account must be current in order to be eligible. Because you have been carrying a rolling balance, you were disqualified from the offer. Our records reflect that an agent offered you the four premium movie packages for $25.00 a month for the next six months. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] a.m. to 2:30 p.m. MDT [redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
February 22, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On February 12, 2018, we received your complaint, dated February 10, 2018, filed with the Revdex.com. You indicated that you have experienced ongoing technical issues since your system was installed. As a result, you requested to be released from the 24-month commitment and you maintain that the agreement states you may cancel without penalty within 180 days. When I spoke with you by telephone today, you agreed to a free technician visit to troubleshoot your system. I scheduled it for February 27, 2018, between the hours of 8:00 am and 10:00 am. As you are currently receiving a monthly credit of $5.00 for six months, I also agreed to extend the credits for an additional six months once these expire. You activated your account under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) which includes an early termination fee if the commitment is not fulfilled. It does not state that you can cancel within 180 days without any charge. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 30, 2017, we received your complaint, dated March 29, 2017, filed with the Revdex.com. You maintain that you did not give DISH Network permission to install the satellite equipment on your property at [redacted]. You indicated that it should be DISH Network’s responsibility to request landlord permission before installing a satellite dish. When I spoke with you by telephone today, I advised you that this address had DISH Network service from March 24, 2013, to March 25, 2015. Also, as DISH Network does not require the return of the dish, we do not de-install it. If you would like the dish removed from your home, the starting cost of a de-installation is $99.00. You may also refer to a local retailer for de-installation costs. We have no record of a recent account at that address. It is the tenant’s responsibility to ensure that they are in compliance with their lease. If this property is now a rental, this is a tenant/landlord dispute. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
June 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On June 22, 2017, we received your correspondence, dated June 21, 2017, filed with the Revdex.com. You maintain that only a Joey receiver was installed at your home in April 2017 and you disputed the $199.00 TV installation fee. You requested a refund. Our records reveal that your concerns were reported to the appropriate personnel for review. When you spoke with DISH Network representative Ms. Jennifer Mc Hose on June 29, 2017, she investigated your claim and applied a one-time credit of $150.00 to your account. I submitted a refund of $150.00. Please allow three weeks for processing. The quality of our customers' experiences is of great importance to DISH Network. I 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 4, 2015/11/23) */
November 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your correspondence, dated November 13,...
2015, filed with the Revdex.com.
You stated that you recently relocated and you were unable to retain your DISH Network service at your new residence. This led you to disconnect your account. Your service was bundled with CenturyLink and you have been billed $112.37 for DISH Network services since you disconnected. Your attempts to resolve this balance have been unsuccessful and you would like this corrected.
When we spoke today, I confirmed that a $112.37 credit was transferred to CenturyLink to correct the matter. You accepted this resolution and agreed to contact me should you receive any further billing.
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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tell us why here...January 31, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 31, 2018, we received your rebuttal, dated January 30, 2018, filed with the Revdex.com. You disagreed with my response and expressed concern with your customer service experience. It is not my intent to add to your frustration. We appreciate your feedback and we regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
June 20, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted] On June 20, 2016, we received your complaint, dated June 16, 2016, filed with the Revdex.com. You indicated that you experienced technical issues with both your TV service and internet service; therefore, you disconnected the services. You disputed the early termination fees. When you disconnected your service, you did not fulfill the 24-month agreements and you were charged $380.00 for the TV early termination fee and $262.50 for the internet early termination fee. A review of this account reveals that there have been numerous technical issues reported. When I spoke with you by telephone today, I informed you that I waived both early termination fees and I removed the $769.64 balance from 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]
Initial Business Response /* (1000, 5, 2015/09/08) */
September 1, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 27, 2015, we received your complaint, dated August 24, 2015, filed with the...
Revdex.com.
You expressed concern with the limited data and usage with the internet service. You requested a daily usage chart.
When I spoke with you by telephone today, I informed you that we only provide broadband internet (satellite) in your area. Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the internet service in a 30-day period before speeds are slowed. Each service package has its usage thresholds for uploading and downloading within a 30-day period.
Common causes of high usage include the following:
Downloading or streaming media (movies, TV, music, video conferencing)
Using download or streaming services (YouTube, HBO Go, etc.)
Unsecured wireless router
Smartphone/tablet using wireless connection
There are different reasons that the internet speed would decrease. It would depend on the time of day and local traffic as well as the actual usage location.
You may log onto your online account to check your daily usage. We do not have the option to individualize usage.
Unfortunately, we do not currently offer DSL internet in your area. I provided you with five free GB for this month and I will release you from the 24-month commitment and early termination fee. Please contact me directly if you choose to disconnect the service.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with [redacted] & she was very friendly & helpful. After the conversation was over I can't help but to get the feeling that Dish personnel are in dire need of additional training & Dish as a whole needs system upgrades. I find it very hard to believe that they can charge you for a service that they can neither prove, justify or specify. All they can do is speculate what happened to my data. All I ask is prove it. Can you imagine going to the grocery store & picking up a few items & the check out clerk charging you $500.00. Well I'm sorry Sir that's what the computer says you owe. You have to watch out when you buy various large ticket items. But I didn't buy any of these items. Can you show me why you think I owe $500.00? No sir it's in the computer & I don't have access to that information. This is basically that Dish is doing & in lieu of their oversight I think it is only fair that they are willing to release me from my 2 year contract & termination fees with the understanding that once I have a replacement service in place I will call [redacted] back & Dish will at that time terminate my service.
Thanks,
[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.
As long as the collection is taken off all credit reports.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/12/04) */
December 3, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015,...
filed with the Revdex.com.
You expressed concern regarding your data usage. You state that you have cut back on your internet usage, but feel that we are overstating your usage. You want your data usage looked into and to receive a refund for the months you have paid for the internet service.
When we spoke, I informed you that a review of last month's data usage found it to be accurate. The overall usage type on your account shows about two-thirds as video streaming and general web browsing. A large Windows Update was performed on November 16, 2015, between 6 am and 7 am; however, this did not count against your anytime usage.
I offered to send a technician to your home to review your system and I advised you that if these problems continue, I'm willing to release you from your contract. Although I'm unable to provide you with a refund, I added a $40.00 monthly credit to your account for 12 months.
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
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I believe that [redacted] was very helpful and showed good faith by discounting my internet rate an sending a tech out to my home, I honestly do not believe this issue in its entirety is resolved. This is really a David vs. Goliath situation, Dish is a huge company with all of the resources in the world and it's their word against mine. Also, due to the nature of the product being sold/purchased it is very hard for me to prove that they were cutting me short or miscounting my data usage. However I have attached an image of my current data usage for this month and even though I have not changed my habits at all, it shows that I have used less than 3GB of my 15GB but in previous months by this same time Dish said that I had already used 80% of my data. Call it what you want, but it defiantly seems ironic that only after I called them out on their dishonesty is my data usage being correctly calculated.
Final Business Response /* (4000, 8, 2015/12/22) */
December 14, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 14, 2015, we received your rebuttal, dated December 11, 2015, filed with the Revdex.com.
You said that although you are unsure that the issue has been corrected, your internet usage seems to be accurate.
We strive to provide excellent service and we regret that your experience was unfavorable. Please let me know if your issues continue so that we can work toward a solution.
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
[redacted]
[redacted] XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/09/04) */
August 24, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your complaint, dated August 18, 2015, filed...
with the Revdex.com.
You requested to have a credit of $311.07 applied to your DISH Network account.
I attempted to reach you at (XXX) XXX-XXXX on August 20, 21 and 24, 2015, and I left three voicemails.
In my last message, I advised you that our Bankruptcy Team adjusted your balance due at the time that your bankruptcy was filed. You received two $78.20 credits in July 2014, which more than covered your balance due at the time. As such, we are not able to apply further adjustments for this issue.
Please note, a review of your billing reveals that although we have received no payment since May 26, 2014, no late fees have applied to your account.
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]
Initial Consumer Rebuttal /* (3000, 8, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been trying to resolve this since July of 2014 and have sent certified letters and received no response from the company...they have customer service reps and supervisors who say they are giving a credit but it never happened nothing was credited to the account because they charged the same amount they say was a credit so it was a wash out.....Dish is a rip off as I have seen from the numerous complaints on this site alone...They might as well give a credit for the balance because they will not get any money from me ever again. If Dave contacted me on the above dates he did not let any messages I would have certainly called him back so he is a liar
Final Business Response /* (4000, 10, 2015/09/24) */
September 16, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 11, 2015, we received your complaint, dated September 7, 2015, filed with the Revdex.com.
You indicated that a credit was applied to your account but you were then charged the same amount. You also maintain that you were offered additional adjustments that you did not receive, and that I did not leave you any voicemails.
On August 25, 2015, I responded to the voicemail you left me in response to my previous messages. I was unable to reach you and I left you a fourth voicemail advising you that we have no record of any offers for additional adjustments beyond what you received from our bankruptcy department.
Please note that you received 16 months of service without making a single payment. As you indicated in your voicemail that the service was in use the entire time, we request that your balance of $1,075.55 be paid.
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
1020 Cherokee St.
Denver, CO XXXXX
[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]
I have returned the only box I had from Dish, a DVR, two controls, connections, and other items that came with the equipment. They should receive it any time. I sent it since three days ago, on Feb. 23rd, 2016. According to Dish, I have to pay $10,more plus $81.14 for early termination. I will making payment, on March 5th, since I have not received yet my direct deposit into my bank acct. Thank you Revdex.com for your cooperation. Sincerely,Carmenza Moreno.
December 28, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####828
Dear Ms. [redacted]:
On December 22, 2015, we received your complaint, dated December 20, 2015, filed with the Revdex.com.
I unsuccessfully...
attempted to contact you at ###-###-#### on December 22, 23 and 28, 2015, and I left three messages.
You maintain that you never ordered Showtime and you requested a full refund of $280.00. You mentioned that you were already provided with a $184.00 account credit.
A review of this account reveals that on May 17, 2015, you enrolled in a promotion for Showtime for half price for six months. Once it expired, you never removed and you began to be billed at the regular rate. As an exception, I provided your account with an additional $100.00 credit to honor your request.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
July 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On July 12, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. You expressed concern with the information that was reported to collections by DISH Network. You indicated that you agreed to pay the balance, but the information was not removed from your credit report as promised. Your service was disconnected on November 14, 2014, for non-payment. At that time, your service was left with an unpaid service balance of $128.16. Since the balance was not paid, it was referred to collections on March 5, 2015. Our records show that the balance of $128.16 was paid on February 8, 2016, leaving your account with a zero balance. At that time, your account was updated with the collection agency to reflect “paid”. When I spoke with you by phone today, I advised you that I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
Dear Mr. [redacted]: On April 28, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You expressed further concern with the following: · Early termination fee · Pricing · Payment · Box return fee Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and offset the losses we incur when acquiring a new customer. Prior to the installation, we provided the terms and conditions of your promotion via email. As previously advised, by allowing someone else to be present during the installation, you authorized that person to sign the agreement on your behalf. Copies of the agreements (service and contractual agreements) were provided to you via email on March 11, 2015. Our records do not show that you contacted us regarding your dispute until your service was disconnected. Since your term commitment was not fulfilled, the early termination fee of $240.00 is valid. You stated that your monthly rate increased without notice. Your promotion included a $45.00 monthly credit for the first 12 months of service. A review of the sales call from March 10, 2015, found that our representative disclosed that this discount would only apply for the first year of service. Your monthly billing statements also detailed the length of time the discount would apply and the amount of the discount. You began to be billed the regular monthly rate of $108.49 (plus tax) due to the expiration of the discount on March 10, 2016. You maintain that you removed AutoPay, but DISH Network still collected a payment. Our records show that you were enrolled in Credit Card AutoPay (CCA) and paperless billing to receive our HD Free for Life offer. Although you removed CCA through our automated system on June 15, 2015, you re-enrolled in AutoPay with your checking account on July 8, 2015. AutoPay was once again removed on March 12, 2016. Please be advised that this was one day after we drafted a payment of $93.31 from your checking account. While the $10.00 box return fee is appropriate, we do not show that the fee was applied to your DISH Network account. Please note that if the equipment is not returned within the required time frame, unreturned equipment fees will be applied to your account. While I requested that the collection calls on your account cease, the balance of $350.48 on your account remains valid. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
October 11, 2016 Dear Ms. [redacted]: On October 4, 2016, we received your complaint, dated September 30, 2016, filed with the Revdex.com. You stated that you made a payment of $137.00 on your DISH Network account in error. You spoke with a DISH...
Network representative and you were provided incorrect information to resolve the matter. As a result, you incurred non-sufficient funds (NSF) fees. You requested that you receive a refund for these fees. When we spoke on October 4, 2016, I agreed to apply a credit to your DISH Network account for the NSF fees once I receive a copy of your bank statement confirming the charges. I received the requested support today and I applied a $200.00 credit to your DISH Network account. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
February 5, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] 8[redacted]###-###-####463 Dear Ms....
[redacted]: On February 4, 2016, we received your correspondence, dated February 3, 2016, filed with the Revdex.com. You said that DISH Network refuses to honor the referral promotion for you to receive an Xbox and you requested to cancel your service without penalty. You also disputed the signature on your Digital Home Advantage (DHA) agreement. Our records show that you spoke with Ms. [redacted]i, a DISH Network Dispute Resolution Specialist, on January 30, 2016. She advised you that we are unable to honor the Xbox, as one of your referred customers did not activate their service on or before the December 31, 2015, promotion deadline. However, you will receive three monthly $5.00 referral credits for ten months. In addition, on this same date a one-time courtesy credit of $169.58 was applied to your account, which covers the amount due for service rendered through March 7, 2016. You established your service under the DHA contractual agreement with a 24-month commitment on June 8, 2015. A copy of the signed document was sent to [redacted]. Because you agreed to the term commitment, we provided you with free equipment and a free installation. You also received a $35.00 monthly discount and a $5.00 Seasonal Sale discount for 12 months along with the HBO, Cinemax, Showtime, Starz and Blockbuster @Home channels free for three months and the Protection Plan free for six months. When we spoke today, I advised you that the signature on your DHA agreement was collected on an electronic pad during the installation of service. As the stylus or finger swipe may track slower than expected, your signature may look distorted. Since you maintain you did not agree to the terms, I offered to waive the early termination fee; however, this action will result in the $35.00 monthly promotional credits being removed from your account. You disagreed with this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
February 2, 2018 Mr. [redacted] 35514 Athena Ct. Winchester, CA 92596 Re: Revdex.com Complaint # [redacted] 8255909911416227-3605556 Dear Mr. [redacted]: On February 2, 2018, we received your complaint, dated January 26, 2018, filed with the Revdex.com. You maintain that you did not order the Pay-Per-View (PPV) movies charged to your DISH Network account. You requested a refund for all PPV charges, and for your early termination fee. When we spoke previously, I explained that our position was based on your calls to us requesting directions on how to order PPV movies through your receiver. The PPVs to which you refer were all ordered through your remote after your calls to us. While we sincerely regret any inconvenience, as our records show that the PPVs charged to your account were ordered through your receiver even after you said that you set up parental locks, and as you contacted us requesting information for ordering movies through your receiver, we are unable to refund the PPV charges. Additionally, as your account was disconnected prior to the fulfillment of your 24-month commitment, we are unable to waive and refund your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your correspondence, dated January 20, 2016, filed with the Revdex.com. You stated that you recently relocated and you were unable to retain your DISH Network service at your new residence. This led you to disconnect your service prior to completing your contractual commitment. You were charged a $346.92 early termination fee. You requested that the fee be waived and the charge refunded. My three attempts to contact you at [redacted] and [redacted] on January 13, 14 and 15, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. To address your complaint, I waived your early termination fee as a courtesy and I issued a refund for the $346.92 charge. 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...