February 7, 2018 Mr. [redacted] [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 29, 2018, we received your complaint, dated January 26, 2018, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were told that you had the wrong programming package, which resulted in the unbundling of your DISH Network and Frontier accounts. You were advised that the required package no longer existed, and you requested that your early termination fee be waived. I attempted to reach you at ([redacted] on February 6 and 7, 2018. I originally tried ([redacted] on February 5, 2018, as that is the number entered on your complaint, but you emailed me your correct phone number. I also emailed you at [redacted] In my last message, I advised you that a review of our calls to us and your sales call through Frontier revealed no misinformation. Your accounts were unbundled because you wished to keep your old phone number, but Frontier set you up with a new one. When they cancelled your account to change phone numbers, your accounts were unbundled. When you contacted us concerning your account, you were advised that your programming package (Flex Pack) did not meet the minimum requirement for the monthly $5.00 bundle credit, but that your accounts could still be bundled without the credit. In order to receive the monthly credit, the America’s Top 200 is required. Please note that we still offer that package and you were advised it was available. As our records do not indicate any misinformation, we are unable to honor your request to waive 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]
August 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 1, 2017, we received your complaint, dated July 31, 2017, filed with the Revdex.com. You requested to be released from the 24-month agreement, and you maintain you were told that you had 72 hours to decide if you wanted to keep the service. You also indicated that you are experiencing technical issues with the system. You were offered an upgraded system for an additional cost. When I spoke with you by telephone today, I advised you that a review of the sales call on June 12, 2017, reveals that there was no mention of 72 hours, and all disclosures regarding the 24-month commitment were provided to you. Our records do not reveal that there have been any technical issues reported. However, I arranged for a replacement receiver to be shipped to you. Once you receive the equipment, you agreed to contact me directly if you would like to schedule a technician visit to install it. Please return the replaced receiver and keep the return tracking numbers for your records. Although there are no reported technical issues, I applied a credit of $64.99 for one month of the America’s Top 200 package. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] Dear Ms. [redacted]: On February 9, 2018, we received your complaint, dated February 8, 2018, filed with the Revdex.com. You said that you were being charged for High-Definition (HD) programming when it was advertised as free. I attempted to reach you at [redacted] on February 15, 16 and 19, 2018, and I left three voicemails. I also emailed you at [redacted] In my last message, I explained that DISH Network offered free HD programming as part of various new customer promotions. As a courtesy, I added the free HD promotion to your account on February 15, 2018. Unfortunately, you disconnected your account on February 16, 2018. We sincerely regret any inconvenience this issue may have caused and truly appreciate your business. 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]
August 29, 2016 Dear Ms. [redacted]: On August 23, 2016, we received your complaint, dated August 20, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on August 24, 25 and 26, 2016. I left two voice messages. On one...
occasion the voice mailbox was full. While you returned my call we were unable to speak. You said you moved and transferred the internet service to your new home; however, the service did not work at this location. You expressed concern as there was no option to pause the service. You indicated that the early termination fee was waived and you provided feedback regarding your customer service experience. You established your account under the dishNET internet promotion with a 24-month commitment through Big Island Satellite, an independent retailer. I regret that we were unable to provide you with internet service at your new home. Unfortunately, our system does not allow the internet service to be paused. I submitted a refund for $188.11. Please allow three weeks for processing. This refund is for the last payment made for service. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
April 13, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 13, 2016, we received your complaint, dated April 12, 2016, filed with the Revdex.com. You expressed concern that you were enrolled in a new 24-month commitment when your system needed to be upgraded and you were told it would not include a 24-month agreement. You signed the technician’s electronic pad agreeing to the installation, and you subsequently received an emailed copy of an agreement. When I spoke with you by telephone today, I apologized that you were presented with the agreement, and for the confusion. Please note that the system upgrade does not include a 24-month agreement and your account does not reflect that you are under any commitment. 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]
March 1, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 21, 2018, we received your complaint, dated March 20, 2018, filed with the Revdex.com. You expressed concern about technical issues that you experienced. You also indicated that our chat console does not work. You responded to my email, indicating that you did not wish to speak over the phone. Our records indicate that we received one technical support call from you, on February 6, 2018, during which your receiver was reset. As our troubleshooting steps did not indicate that replacing your receiver was required, the agents with whom you spoke did not do so. As a courtesy, I shipped you a replacement Hopper free of charge. I also informed you that replacing your Hopper could improve your Joeys’ performance as well. I forwarded your feedback concerning the chat console and requested that you send a screenshot of the error you are receiving to me, if possible. We appreciate your feedback concerning your experience, and we thank you for your patience. 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] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. You expressed concern with the interruption of your service. You maintain that when you paid your bill on March 1, 2016, you were told that no additional monies would be due until your next billing statement generated. However, your service was interrupted on March 21, 2016, and you had to pay $8.08 to restore it. You would like the $8.08 credited to your account. Your service was activated with our Flex 24 promotion. This is a pay-in-advance promotion, which requires your payment to be received on or before the due date. Your billing statement generates on the 18th of each month and is due by the 1st of the following month. A review of your account shows that we did not receive a payment for the billing statement of $93.08 that generated on January 18, 2016. As a result, the billing statement of $186.16 that generated on February 18, 2016, included the unpaid balance and the new month’s charges. A payment of $93.08 was received on March 1, 2016. Since this payment was not for the full balance, your service was interrupted for non-payment on March 3, 2016. While your service was restarted the same day, your service was again interrupted on March 21, 2016, because the remaining balance was not paid. Your service was restarted on March 21, 2016, when a payment of $8.08 was received. When I spoke with you by phone today, I advised you that as a courtesy, a credit of $85.00 was applied to your account on March 21, 2016. This reduced your current balance from $178.08 to $93.08. Please be advised that this balance is due on April 1, 2016. We appreciate that you brought your customer service concern to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Initial Business Response /* (1000, 5, 2015/08/14) */
August 10, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 30, 2015, we received your correspondence, dated July 29, 2015, filed with...
the Revdex.com.
You stated that you have been contacted by two different collection agencies regarding a DISH Network account balance of $152.09. You did not authorize service for this account. You do not owe this collection balance and you requested that this matter be resolved.
When we spoke on August 4, 2015 I agreed to resolve the collection balance as a courtesy. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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]
[redacted] Dear Ms. [redacted]: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com. You maintain that you fulfilled your 24-month commitment and you disputed that there was a remaining balance of $382.92 that was sent to collections. You stated that you were unsure what this amount was for. Our records reveal that you chose to place your account on DISH Pause on February 4, 2015. A review of the call reveals that it was disclosed to you that placing your account on DISH Pause would extend you commitment by the number of months that it was on pause. You were also advised that the account would automatically restart once the pause had expired. Your account was on DISH Pause from February 4, 2015, to November 24, 2015. Since you disconnected your service prior to fulfilling the 24-month commitment, you were charged a $380.00 early termination fee plus tax and when it went unpaid, the account was referred to collections. When I spoke with you by telephone today, I advised you that I removed the early termination fee as an exception. I notified collections to remove the account from your credit report. Please allow six to eight weeks for it to be updated. 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 [redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 10, 2015/11/16) */
November 9, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 9, 2015, we received your correspondence, dated November 6, 2015, filed...
with the Revdex.com.
You said you have no service. You maintain that when you call DISH Network, the same individual answers the calls and you are unable to receive assistance.
When our customers experience technical issues or express any other concerns, we ask that they contact DISH Network at X-XXX-XXX-XXXX to speak with our agents directly for assistance. You called on August 25, 2015; however, the call was dropped. We have no record that you reported concerns after that date until we received your correspondence.
When we spoke today, you informed me that you called numbers in the phone book but you were unable to receive assistance. You advised me that you have disconnected the equipment and have not had service since.
Your account was disconnected due to nonpayment on October 23, 2015. I removed the programming balance of $71.49 from your account. You accepted this resolution.
I also submitted a check refund of $99.10. Please allow three weeks for processing and mailing. This refund is for the last payment made for service.
In addition, I waived your early termination and return shipping fees. You agreed to return the leased equipment. A return box with label will be delivered to your home by UPS.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear [redacted] On April 25, 2017, we received your complaint, dated April 24, 2017, filed with the Revdex.com. You expressed concern that you are unable to view [redacted] basketball games due to a blackout. You disconnected your account and you requested that we release you from your contract. When we spoke I advised you that while your frustrations with blackout restrictions are certainly understood, we urge you to understand that DISH Network does not determine these stipulations. Blackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-75 mile radius) is likely to be blacked out for that event. · National vs. Local Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights. If you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on [redacted]. · Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games. I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue. I agreed to waive the early termination fee associated with your promotion. I also told you that you will be responsible for the days you had the service and for the surge protector you agreed to purchase. 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]
November 18, 2016 Dear Mr. and Mrs. [redacted]: On November 15, 2016, we received your complaint, dated November 10, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said...
that your internet speed was slow. I attempted to reach you at ###-###-#### on November 16, 17, and 18, 2016, and I left three voicemails. In my last message, I advised you that we have no record of any calls from you for technical support, but our records indicate that your data cap was exceeded every month your account was active, except for the month of December 2015. As exceeding the data cap caused your internet service to be throttled, this is most likely the reason you experienced slower speeds. Additionally, satellite internet does not currently provide the same speeds as those provided by hard-wired internet services. While we regret any inconvenience this issue may have caused, we are unable to waive or refund your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
[redacted]
[redacted] Dear Mr. [redacted]: On May 2, 2017, we received your complaint, dated May 1, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 4, 11 and 15, 2017, and I left three messages. I also sent an email to you at [redacted] with a request to contact me. You indicated that you have spent hours on the phone requesting a refund for $25.46, but you have not received it. A review of this account reveals that the only request for a refund was on April 16, 2017, through an email. The refund was issued on May 8, 2017, to your credit card account ending in [redacted]. I apologize for the delay. 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] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. You said that you were charged for unreturned equipment before receiving the box and label to return it. You requested a $420.00 refund. A review of your account reveals that you were charged an early termination fee because you didn’t fulfill your two-year contract. However, Ms. Ana Vigil, an Executive Escalation Specialist, agreed to waive the early termination fee and she provided you with a refund. The refund of $420.00 was applied to your account on July 20, 2016. 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
October 24, 2016 Dear Mr. [redacted]: On October 13, 2016, we received your complaint, dated October 10, 2016, filed with the Revdex.com. You stated that you contacted DISH Network regarding the final balance owed on your disconnected account. You were...
quoted a final balance of $180.18. You were then billed a balance of $250.52. Your attempts to resolve the matter were unsuccessful and the customer service that you encountered did not meet your expectations. You would like the $180.18 balance honored. My three attempts to contact you at ###-###-#### and ###-###-#### on October 13, 17 and 18, 2016, were unsuccessful. However, I was able to leave a message and my contact information at ###-###-####. I also sent emails to you at [redacted]@gmail.com and [redacted]@yahoo.com (enclosed), but I have not received a response. A credit adjustment was applied to your account reducing the balance owed to $179.73. A new bill will generate on October 19, 2016. 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 ###-###-#### Enclosure
July 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On July 27, 2016, we received your complaint, dated July 23, 2016, filed with the Revdex.com. You maintain that you were quoted a price of $74.99 for the America's Top 250 programming package with enrollment in Credit Card AutoPay (CCA). You indicated that you were not informed about prorated charges when you added the internet and phone service. A review of the sales call on April 12, 2016, reveals that you were quoted a price of $84.99 before tax for the America's Top 250 and the DVR fee (regularly priced at $101.99 plus tax) but the $94.99 price is the locked-in price. To receive the additional $10.00 credit, CCA is required. Once you re-enroll in CCA, your price for the America’s Top 250 will be reduced to the $84.99 price. As an exception, I applied two $10.00 credits to your account. Your bill generates on the 14th of the month for service from the 14th to the 13th of the following month. When you added internet and phone service on May 18, 2016, you were charged for service from May 18, 2016, to June 13, 2016, because it was in the middle of your billing cycle. These charges appeared on your June 14, 2016, bill along with the new service charges from June 14, 2016, to July 13, 2016. I removed a $7.00 late fee and I provided you with an additional one-time $35.00 credit. 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]
Complaint: [redacted]
I am rejecting this response because: It is not true that a technician was sent to my house to fix it. If there was I will not end up with this cancellation. I can submit my phone for retrieval of messages to check when they called me because there was none. I was the one who called them to help me but the problem was not fixed over the phone for 2 hours and they refused to send me a technician. No technician came to my house for 5 days until this cancellation. I would not want to go thru this hassle if I was treated like a valued customer. BUt I was rejected. They did not want to fix their mess. Therefore, I am not obligated to pay any cancellation fee because there was no services being afforded to me. I hope that this is clear to you now. You did not provide me with services for 5 days.!!!!
Sincerely,
[redacted]
I am rejecting this response because: I have received, and very much appreciate, a reimbursement check from Dish Network for damages to my home. However, the second request in my original complaint was to be provided with contact information for a manager/director with responsibility over the Dish Corporate Field Resolutions team. I have yet to receive any such information.
Sincerely,
[redacted]
February 7, 2018 Mr. [redacted] [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 29, 2018, we received your complaint, dated January 26, 2018, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were told that you had the wrong programming package, which resulted in the unbundling of your DISH Network and Frontier accounts. You were advised that the required package no longer existed, and you requested that your early termination fee be waived. I attempted to reach you at ([redacted] on February 6 and 7, 2018. I originally tried ([redacted] on February 5, 2018, as that is the number entered on your complaint, but you emailed me your correct phone number. I also emailed you at [redacted] In my last message, I advised you that a review of our calls to us and your sales call through Frontier revealed no misinformation. Your accounts were unbundled because you wished to keep your old phone number, but Frontier set you up with a new one. When they cancelled your account to change phone numbers, your accounts were unbundled. When you contacted us concerning your account, you were advised that your programming package (Flex Pack) did not meet the minimum requirement for the monthly $5.00 bundle credit, but that your accounts could still be bundled without the credit. In order to receive the monthly credit, the America’s Top 200 is required. Please note that we still offer that package and you were advised it was available. As our records do not indicate any misinformation, we are unable to honor your request to waive 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]
August 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 1, 2017, we received your complaint, dated July 31, 2017, filed with the Revdex.com. You requested to be released from the 24-month agreement, and you maintain you were told that you had 72 hours to decide if you wanted to keep the service. You also indicated that you are experiencing technical issues with the system. You were offered an upgraded system for an additional cost. When I spoke with you by telephone today, I advised you that a review of the sales call on June 12, 2017, reveals that there was no mention of 72 hours, and all disclosures regarding the 24-month commitment were provided to you. Our records do not reveal that there have been any technical issues reported. However, I arranged for a replacement receiver to be shipped to you. Once you receive the equipment, you agreed to contact me directly if you would like to schedule a technician visit to install it. Please return the replaced receiver and keep the return tracking numbers for your records. Although there are no reported technical issues, I applied a credit of $64.99 for one month of the America’s Top 200 package. 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]
Complaint: [redacted]
I am rejecting this response because:See attachment
Sincerely,
Ion [redacted]
February 19, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 9, 2018, we received your complaint, dated February 8, 2018, filed with the Revdex.com. You said that you were being charged for High-Definition (HD) programming when it was advertised as free. I attempted to reach you at [redacted] on February 15, 16 and 19, 2018, and I left three voicemails. I also emailed you at [redacted] In my last message, I explained that DISH Network offered free HD programming as part of various new customer promotions. As a courtesy, I added the free HD promotion to your account on February 15, 2018. Unfortunately, you disconnected your account on February 16, 2018. We sincerely regret any inconvenience this issue may have caused and truly appreciate your business. 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]
August 29, 2016 Dear Ms. [redacted]: On August 23, 2016, we received your complaint, dated August 20, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on August 24, 25 and 26, 2016. I left two voice messages. On one...
occasion the voice mailbox was full. While you returned my call we were unable to speak. You said you moved and transferred the internet service to your new home; however, the service did not work at this location. You expressed concern as there was no option to pause the service. You indicated that the early termination fee was waived and you provided feedback regarding your customer service experience. You established your account under the dishNET internet promotion with a 24-month commitment through Big Island Satellite, an independent retailer. I regret that we were unable to provide you with internet service at your new home. Unfortunately, our system does not allow the internet service to be paused. I submitted a refund for $188.11. Please allow three weeks for processing. This refund is for the last payment made for service. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
April 13, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 13, 2016, we received your complaint, dated April 12, 2016, filed with the Revdex.com. You expressed concern that you were enrolled in a new 24-month commitment when your system needed to be upgraded and you were told it would not include a 24-month agreement. You signed the technician’s electronic pad agreeing to the installation, and you subsequently received an emailed copy of an agreement. When I spoke with you by telephone today, I apologized that you were presented with the agreement, and for the confusion. Please note that the system upgrade does not include a 24-month agreement and your account does not reflect that you are under any commitment. 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]
March 1, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 21, 2018, we received your complaint, dated March 20, 2018, filed with the Revdex.com. You expressed concern about technical issues that you experienced. You also indicated that our chat console does not work. You responded to my email, indicating that you did not wish to speak over the phone. Our records indicate that we received one technical support call from you, on February 6, 2018, during which your receiver was reset. As our troubleshooting steps did not indicate that replacing your receiver was required, the agents with whom you spoke did not do so. As a courtesy, I shipped you a replacement Hopper free of charge. I also informed you that replacing your Hopper could improve your Joeys’ performance as well. I forwarded your feedback concerning the chat console and requested that you send a screenshot of the error you are receiving to me, if possible. We appreciate your feedback concerning your experience, and we thank you for your patience. 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]
March 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. You expressed concern with the interruption of your service. You maintain that when you paid your bill on March 1, 2016, you were told that no additional monies would be due until your next billing statement generated. However, your service was interrupted on March 21, 2016, and you had to pay $8.08 to restore it. You would like the $8.08 credited to your account. Your service was activated with our Flex 24 promotion. This is a pay-in-advance promotion, which requires your payment to be received on or before the due date. Your billing statement generates on the 18th of each month and is due by the 1st of the following month. A review of your account shows that we did not receive a payment for the billing statement of $93.08 that generated on January 18, 2016. As a result, the billing statement of $186.16 that generated on February 18, 2016, included the unpaid balance and the new month’s charges. A payment of $93.08 was received on March 1, 2016. Since this payment was not for the full balance, your service was interrupted for non-payment on March 3, 2016. While your service was restarted the same day, your service was again interrupted on March 21, 2016, because the remaining balance was not paid. Your service was restarted on March 21, 2016, when a payment of $8.08 was received. When I spoke with you by phone today, I advised you that as a courtesy, a credit of $85.00 was applied to your account on March 21, 2016. This reduced your current balance from $178.08 to $93.08. Please be advised that this balance is due on April 1, 2016. We appreciate that you brought your customer service concern to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Initial Business Response /* (1000, 5, 2015/08/14) */
August 10, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 30, 2015, we received your correspondence, dated July 29, 2015, filed with...
the Revdex.com.
You stated that you have been contacted by two different collection agencies regarding a DISH Network account balance of $152.09. You did not authorize service for this account. You do not owe this collection balance and you requested that this matter be resolved.
When we spoke on August 4, 2015 I agreed to resolve the collection balance as a courtesy. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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]
March 6, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com. You maintain that you fulfilled your 24-month commitment and you disputed that there was a remaining balance of $382.92 that was sent to collections. You stated that you were unsure what this amount was for. Our records reveal that you chose to place your account on DISH Pause on February 4, 2015. A review of the call reveals that it was disclosed to you that placing your account on DISH Pause would extend you commitment by the number of months that it was on pause. You were also advised that the account would automatically restart once the pause had expired. Your account was on DISH Pause from February 4, 2015, to November 24, 2015. Since you disconnected your service prior to fulfilling the 24-month commitment, you were charged a $380.00 early termination fee plus tax and when it went unpaid, the account was referred to collections. When I spoke with you by telephone today, I advised you that I removed the early termination fee as an exception. I notified collections to remove the account from your credit report. Please allow six to eight weeks for it to be updated. 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 [redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 10, 2015/11/16) */
November 9, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 9, 2015, we received your correspondence, dated November 6, 2015, filed...
with the Revdex.com.
You said you have no service. You maintain that when you call DISH Network, the same individual answers the calls and you are unable to receive assistance.
When our customers experience technical issues or express any other concerns, we ask that they contact DISH Network at X-XXX-XXX-XXXX to speak with our agents directly for assistance. You called on August 25, 2015; however, the call was dropped. We have no record that you reported concerns after that date until we received your correspondence.
When we spoke today, you informed me that you called numbers in the phone book but you were unable to receive assistance. You advised me that you have disconnected the equipment and have not had service since.
Your account was disconnected due to nonpayment on October 23, 2015. I removed the programming balance of $71.49 from your account. You accepted this resolution.
I also submitted a check refund of $99.10. Please allow three weeks for processing and mailing. This refund is for the last payment made for service.
In addition, I waived your early termination and return shipping fees. You agreed to return the leased equipment. A return box with label will be delivered to your home by UPS.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
May 3, 2017 [redacted]. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear [redacted] On April 25, 2017, we received your complaint, dated April 24, 2017, filed with the Revdex.com. You expressed concern that you are unable to view [redacted] basketball games due to a blackout. You disconnected your account and you requested that we release you from your contract. When we spoke I advised you that while your frustrations with blackout restrictions are certainly understood, we urge you to understand that DISH Network does not determine these stipulations. Blackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-75 mile radius) is likely to be blacked out for that event. · National vs. Local Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights. If you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on [redacted]. · Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games. I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue. I agreed to waive the early termination fee associated with your promotion. I also told you that you will be responsible for the days you had the service and for the surge protector you agreed to purchase. 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]
November 18, 2016 Dear Mr. and Mrs. [redacted]: On November 15, 2016, we received your complaint, dated November 10, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said...
that your internet speed was slow. I attempted to reach you at ###-###-#### on November 16, 17, and 18, 2016, and I left three voicemails. In my last message, I advised you that we have no record of any calls from you for technical support, but our records indicate that your data cap was exceeded every month your account was active, except for the month of December 2015. As exceeding the data cap caused your internet service to be throttled, this is most likely the reason you experienced slower speeds. Additionally, satellite internet does not currently provide the same speeds as those provided by hard-wired internet services. While we regret any inconvenience this issue may have caused, we are unable to waive or refund your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
May 15, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted]: On May 2, 2017, we received your complaint, dated May 1, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 4, 11 and 15, 2017, and I left three messages. I also sent an email to you at [redacted] with a request to contact me. You indicated that you have spent hours on the phone requesting a refund for $25.46, but you have not received it. A review of this account reveals that the only request for a refund was on April 16, 2017, through an email. The refund was issued on May 8, 2017, to your credit card account ending in [redacted]. I apologize for the delay. 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]
July 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. You said that you were charged for unreturned equipment before receiving the box and label to return it. You requested a $420.00 refund. A review of your account reveals that you were charged an early termination fee because you didn’t fulfill your two-year contract. However, Ms. Ana Vigil, an Executive Escalation Specialist, agreed to waive the early termination fee and she provided you with a refund. The refund of $420.00 was applied to your account on July 20, 2016. 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
October 24, 2016 Dear Mr. [redacted]: On October 13, 2016, we received your complaint, dated October 10, 2016, filed with the Revdex.com. You stated that you contacted DISH Network regarding the final balance owed on your disconnected account. You were...
quoted a final balance of $180.18. You were then billed a balance of $250.52. Your attempts to resolve the matter were unsuccessful and the customer service that you encountered did not meet your expectations. You would like the $180.18 balance honored. My three attempts to contact you at ###-###-#### and ###-###-#### on October 13, 17 and 18, 2016, were unsuccessful. However, I was able to leave a message and my contact information at ###-###-####. I also sent emails to you at [redacted]@gmail.com and [redacted]@yahoo.com (enclosed), but I have not received a response. A credit adjustment was applied to your account reducing the balance owed to $179.73. A new bill will generate on October 19, 2016. 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 ###-###-#### Enclosure
July 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On July 27, 2016, we received your complaint, dated July 23, 2016, filed with the Revdex.com. You maintain that you were quoted a price of $74.99 for the America's Top 250 programming package with enrollment in Credit Card AutoPay (CCA). You indicated that you were not informed about prorated charges when you added the internet and phone service. A review of the sales call on April 12, 2016, reveals that you were quoted a price of $84.99 before tax for the America's Top 250 and the DVR fee (regularly priced at $101.99 plus tax) but the $94.99 price is the locked-in price. To receive the additional $10.00 credit, CCA is required. Once you re-enroll in CCA, your price for the America’s Top 250 will be reduced to the $84.99 price. As an exception, I applied two $10.00 credits to your account. Your bill generates on the 14th of the month for service from the 14th to the 13th of the following month. When you added internet and phone service on May 18, 2016, you were charged for service from May 18, 2016, to June 13, 2016, because it was in the middle of your billing cycle. These charges appeared on your June 14, 2016, bill along with the new service charges from June 14, 2016, to July 13, 2016. I removed a $7.00 late fee and I provided you with an additional one-time $35.00 credit. 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]
Complaint: [redacted]
I am rejecting this response because: It is not true that a technician was sent to my house to fix it. If there was I will not end up with this cancellation. I can submit my phone for retrieval of messages to check when they called me because there was none. I was the one who called them to help me but the problem was not fixed over the phone for 2 hours and they refused to send me a technician. No technician came to my house for 5 days until this cancellation. I would not want to go thru this hassle if I was treated like a valued customer. BUt I was rejected. They did not want to fix their mess. Therefore, I am not obligated to pay any cancellation fee because there was no services being afforded to me. I hope that this is clear to you now. You did not provide me with services for 5 days.!!!!
Sincerely,
[redacted]
I am rejecting this response because: I have received, and very much appreciate, a reimbursement check from Dish Network for damages to my home. However, the second request in my original complaint was to be provided with contact information for a manager/director with responsibility over the Dish Corporate Field Resolutions team. I have yet to receive any such information.
Sincerely,
[redacted]