Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on February 1, 3 and 4, 2016, and I left three messages. You maintain that when you signed up for the...
internet service you were told that you would receive 25/25 GB, but you are not receiving this amount. DISH Network does not offer a 25/25 GB package for internet. The highest internet package that we offer is 15/50 GB and you subscribe to the 10/50 GB. A review of your sales call from December 24, 2015, reveals that you were informed that the highest data package we offer is 15/50 GB, which would be approximately $80.00 per month. An additional GB is $10.00. You were not informed that we had a 25/25 GB package. Because of the confusion, I released you from the 24-month commitment to internet service. If you choose to disconnect your internet service, there will be no penalty. However, the TV commitment 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern with the balance on your account. You maintain that you changed service providers in August 2015, but you continued to be billed for DISH Network service. Our records do not show that you contacted us in August 2015 to disconnect your service. Although your service was interrupted for non-payment on August 7, 2015, the service was restored on August 12, 2015, when we received a payment. Your service was once again interrupted on September 7, 2015. Since we did not receive a payment, your service was fully disconnected on October 7, 2015, and the service charges were backdated to September 7, 2015. You opted to restart your service on December 2, 2015. At that time, a payment of $160.97 was made to cover the past-due balance on your account. On December 2, 2015, a billing statement of $154.75 generated for service from December 2, 2015, through January 1, 2015. We did not receive a payment for the balance. As a result, the billing statement of $331.47 that generated on January 2, 2015 (for service from January 2, 2016, through February 1, 2016), included the unpaid balance and new month’s charges. When I spoke with you by phone today, I advised you that I made an exception and applied a credit of $158.74 for the time without service. I also reversed a $7.00 late fee. This will reduce your current balance from $331.47 to $165.73. 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 ###-###-#### [redacted] [redacted]
[redacted]
[redacted] [redacted]
[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]
March 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your rebuttal, dated March 5, 2016, filed with the Revdex.com. You indicated that my response was unclear and you requested clarification on my offer. As we discussed, I waived your early termination fee as a courtesy and I offered to credit your DISH Network account up to $99.00 for you to have a technician inspect your TV. Please note that you requested additional compensation for your time and I advised you that as several technicians found nothing wrong with your DISH Network equipment, we are unable to provide you with additional compensation. Please note that your account has been active seven years. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
My complaint #[redacted] against Dish has been resolved and I am satisfied. I am very grateful to you and to Revdex.com for all your help. Kind regards, [redacted]
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]
August 16, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You expressed concern with the replacement of equipment and you requested compensation. You also provided feedback regarding your customer service experience. When we spoke today, I informed you that I reviewed your recorded calls. Your compensation request cannot be honored. I advised you that a time-without-service credit of $16.27 was applied to your account for August 8, 2016, through August 12, 2016 (the date the receiver was installed). Because you are unhappy with the services, I made an exception and I waived your Digital Home Advantage term commitment. You may cancel your service at any time without a penalty. We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 5, 2015/07/02) */
June 30, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the...
Revdex.com.
You indicated that your internet data was being used up too fast. You maintain that you only use the service for checking emails, browsing the internet, and Facebook.
When we spoke by phone, I explained that we reviewed your usage for this month and found that roughly 50% of your usage has been web browsing, roughly 30% has been from marketplaces (such as the Apple App Store, Google Play Store, etc.), and the last 20% comprises other categories.
I advised you that we also offer a higher package option that includes 15GB anytime hours and 15GB off-peak hours for $79.99 a month.
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]
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.
Your assistance was very much appreciated, thank you.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Dish Network is responsible to get the permission of the owner before installing a satellite dish. They failed to meet this responsibility. The small claims court judge will agree with me that they are directly responsible for the damage they caused to my property. My complaint remains unresolved.
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, 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.)
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 ###-###-####
Initial Business Response /* (1000, 5, 2015/07/02) */
June 30, 2015
Mr. [redacted]
10 Chelsea Ct.
Madison, WI XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 25, 2015, we received your correspondence, dated June 24, 2015, filed with the...
Revdex.com.
You expressed the following concerns:
The spelling of your name
Equipment return
Collection attempts
Removal of dish
I attempted to reach you at (XXX) XXX-XXXX on June 25, 26 and 30, 2015. I left three voice messages.
I have updated the spelling of your name on your account.
We have no record that the 722 model receiver was returned to DISH Network. As a result you were billed $199.00 for the unreturned equipment. I made an exception and reversed this fee from your account.
As of June 30, 2015, your DISH Network account is at a zero balance. The information will be removed from your credit report. Please allow eight weeks for processing through the credit bureaus.
DISH Network does not require the return of the dish and we do not offer a service for the removal. Once a dish is installed, it is considered a permanent fixture on the home. If you would like the dish removed, please contact a local retailer or handyman service. Please note that service fees may apply.
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,
Christina Atencio
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your correspondence, dated August 5, 2016, filed with the Revdex.com. You expressed dissatisfaction with the internet service. You expressed concern with the billing and the early...
termination fee. You requested that the balance be removed from your account. We regret that the internet service was not to your satisfaction. You were billed for the TV and internet services through the disconnection date. Because your account was disconnected prior to the promotional fulfillment date, you were billed for the early termination and for two return box fees, for a total of $408.17. Since the balance was not paid in a timely manner, your account was sent to collections. When we spoke today, I informed you that I made an exception and removed the balance of $258.17 from your account. You said that you have mailed in a payment for the same amount. When the payment is posted to your account, a refund will be submitted. 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: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
December 5, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com. You claim that you were unable to resolve a billing issue because our customer service agents did not speak clear English. Therefore, you disconnected your service and disputed the early termination fee. You requested that the account be removed from collections. You established this account under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) on March 26, 2015, which included an early termination fee if the commitment was not fulfilled. The service was disconnected due to non-payment on April 22, 2016, and an early termination fee was applied to your account. We were able to locate one call on March 29, 2016. A review of this call reveals that the agent spoke perfect English. The agent advised you that your 12-month promotion ($40.00 monthly credit) expired and you were now being billed the regular rate. He offered to lower our package or to provide you with a $10.00 monthly credit, but you declined. During the call he also reminded you of the commitment and the early termination fee. The last payment we received was on February 27, 2017, for $52.21. No further payments were made and the balance carried over, which resulted in the service being disconnected for non-payment on April 22, 2016. Since you did not fulfill your commitment, you were charged a $220.00 early termination fee. You were also billed a $10.00 equipment return fee and $101.17 for service rendered. The total balance of $331.17 was sent to collections on June 3, 2016, and was not paid until November 13, 2017. When I spoke with you by telephone today, I advised you that your credit file will be updated to show that the debt was paid; however, it cannot be removed completely from your file. During our conversation, you requested all records for your account. To receive the account records you requested, we require a subpoena be provided to DISH Network L.L.C. via fax (720) 514-6359 or mail: DISH Network L.L.C, Attn: Subpoena Request, PO Box 6655, Englewood, CO 80155. 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]
[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]
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]
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
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on February 1, 3 and 4, 2016, and I left three messages. You maintain that when you signed up for the...
internet service you were told that you would receive 25/25 GB, but you are not receiving this amount. DISH Network does not offer a 25/25 GB package for internet. The highest internet package that we offer is 15/50 GB and you subscribe to the 10/50 GB. A review of your sales call from December 24, 2015, reveals that you were informed that the highest data package we offer is 15/50 GB, which would be approximately $80.00 per month. An additional GB is $10.00. You were not informed that we had a 25/25 GB package. Because of the confusion, I released you from the 24-month commitment to internet service. If you choose to disconnect your internet service, there will be no penalty. However, the TV commitment 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: ...
On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern with the balance on your account. You maintain that you changed service providers in August 2015, but you continued to be billed for DISH Network service. Our records do not show that you contacted us in August 2015 to disconnect your service. Although your service was interrupted for non-payment on August 7, 2015, the service was restored on August 12, 2015, when we received a payment. Your service was once again interrupted on September 7, 2015. Since we did not receive a payment, your service was fully disconnected on October 7, 2015, and the service charges were backdated to September 7, 2015. You opted to restart your service on December 2, 2015. At that time, a payment of $160.97 was made to cover the past-due balance on your account. On December 2, 2015, a billing statement of $154.75 generated for service from December 2, 2015, through January 1, 2015. We did not receive a payment for the balance. As a result, the billing statement of $331.47 that generated on January 2, 2015 (for service from January 2, 2016, through February 1, 2016), included the unpaid balance and new month’s charges. When I spoke with you by phone today, I advised you that I made an exception and applied a credit of $158.74 for the time without service. I also reversed a $7.00 late fee. This will reduce your current balance from $331.47 to $165.73. 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 ###-###-#### [redacted] [redacted]
[redacted]
[redacted] [redacted]
[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]
March 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your rebuttal, dated March 5, 2016, filed with the Revdex.com. You indicated that my response was unclear and you requested clarification on my offer. As we discussed, I waived your early termination fee as a courtesy and I offered to credit your DISH Network account up to $99.00 for you to have a technician inspect your TV. Please note that you requested additional compensation for your time and I advised you that as several technicians found nothing wrong with your DISH Network equipment, we are unable to provide you with additional compensation. Please note that your account has been active seven years. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
My complaint #[redacted] against Dish has been resolved and I am satisfied. I am very grateful to you and to Revdex.com for all your help. Kind regards, [redacted]
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]
August 16, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You expressed concern with the replacement of equipment and you requested compensation. You also provided feedback regarding your customer service experience. When we spoke today, I informed you that I reviewed your recorded calls. Your compensation request cannot be honored. I advised you that a time-without-service credit of $16.27 was applied to your account for August 8, 2016, through August 12, 2016 (the date the receiver was installed). Because you are unhappy with the services, I made an exception and I waived your Digital Home Advantage term commitment. You may cancel your service at any time without a penalty. We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 5, 2015/07/02) */
June 30, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the...
Revdex.com.
You indicated that your internet data was being used up too fast. You maintain that you only use the service for checking emails, browsing the internet, and Facebook.
When we spoke by phone, I explained that we reviewed your usage for this month and found that roughly 50% of your usage has been web browsing, roughly 30% has been from marketplaces (such as the Apple App Store, Google Play Store, etc.), and the last 20% comprises other categories.
I advised you that we also offer a higher package option that includes 15GB anytime hours and 15GB off-peak hours for $79.99 a month.
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]
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.
Your assistance was very much appreciated, thank you.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Dish Network is responsible to get the permission of the owner before installing a satellite dish. They failed to meet this responsibility. The small claims court judge will agree with me that they are directly responsible for the damage they caused to my property. My complaint remains unresolved.
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, 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.)
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 ###-###-####
Initial Business Response /* (1000, 5, 2015/07/02) */
June 30, 2015
Mr. [redacted]
10 Chelsea Ct.
Madison, WI XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 25, 2015, we received your correspondence, dated June 24, 2015, filed with the...
Revdex.com.
You expressed the following concerns:
The spelling of your name
Equipment return
Collection attempts
Removal of dish
I attempted to reach you at (XXX) XXX-XXXX on June 25, 26 and 30, 2015. I left three voice messages.
I have updated the spelling of your name on your account.
We have no record that the 722 model receiver was returned to DISH Network. As a result you were billed $199.00 for the unreturned equipment. I made an exception and reversed this fee from your account.
As of June 30, 2015, your DISH Network account is at a zero balance. The information will be removed from your credit report. Please allow eight weeks for processing through the credit bureaus.
DISH Network does not require the return of the dish and we do not offer a service for the removal. Once a dish is installed, it is considered a permanent fixture on the home. If you would like the dish removed, please contact a local retailer or handyman service. Please note that service fees may apply.
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,
Christina Atencio
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
Complaint: [redacted]
I am rejecting this response because:See attachment
Sincerely,
Ion [redacted]
August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your correspondence, dated August 5, 2016, filed with the Revdex.com. You expressed dissatisfaction with the internet service. You expressed concern with the billing and the early...
termination fee. You requested that the balance be removed from your account. We regret that the internet service was not to your satisfaction. You were billed for the TV and internet services through the disconnection date. Because your account was disconnected prior to the promotional fulfillment date, you were billed for the early termination and for two return box fees, for a total of $408.17. Since the balance was not paid in a timely manner, your account was sent to collections. When we spoke today, I informed you that I made an exception and removed the balance of $258.17 from your account. You said that you have mailed in a payment for the same amount. When the payment is posted to your account, a refund will be submitted. 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: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
December 5, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com. You claim that you were unable to resolve a billing issue because our customer service agents did not speak clear English. Therefore, you disconnected your service and disputed the early termination fee. You requested that the account be removed from collections. You established this account under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) on March 26, 2015, which included an early termination fee if the commitment was not fulfilled. The service was disconnected due to non-payment on April 22, 2016, and an early termination fee was applied to your account. We were able to locate one call on March 29, 2016. A review of this call reveals that the agent spoke perfect English. The agent advised you that your 12-month promotion ($40.00 monthly credit) expired and you were now being billed the regular rate. He offered to lower our package or to provide you with a $10.00 monthly credit, but you declined. During the call he also reminded you of the commitment and the early termination fee. The last payment we received was on February 27, 2017, for $52.21. No further payments were made and the balance carried over, which resulted in the service being disconnected for non-payment on April 22, 2016. Since you did not fulfill your commitment, you were charged a $220.00 early termination fee. You were also billed a $10.00 equipment return fee and $101.17 for service rendered. The total balance of $331.17 was sent to collections on June 3, 2016, and was not paid until November 13, 2017. When I spoke with you by telephone today, I advised you that your credit file will be updated to show that the debt was paid; however, it cannot be removed completely from your file. During our conversation, you requested all records for your account. To receive the account records you requested, we require a subpoena be provided to DISH Network L.L.C. via fax (720) 514-6359 or mail: DISH Network L.L.C, Attn: Subpoena Request, PO Box 6655, Englewood, CO 80155. 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]
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]
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]
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