Initial Business Response /* (1000, 5, 2015/10/28) */
October 16, 2015
[redacted]
XXXXX [redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 16, 2015, we received your complaint, dated October 15, 2015,...
filed with the Revdex.com.
You said that your dishNET internet upload speeds were poor and you requested to have your early termination fee waived.
When we spoke, I advised you that I made an exception and waived the 24-month commitment associated with your dishNET internet account. You requested that I disconnect the account and I did so.
Please note that you were advised that dishNET should be fine for World of Tanks specifically, not PC gaming in general.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 9, 2015/06/02) */
May 29, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 20, 2015, we received your complaint, dated May 15, 2015, filed...
with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on May 21, 22 and 29, 2015, and I left three messages.
You indicated that your DISH Network service was not disconnected as you requested on April 27, 2015.
Our records reveal that although you contacted us on April 27, 2015, you did not follow the proper disconnect process and the call was terminated before the disconnection process could be completed. Therefore, your service remained active. The service was then disconnected on May 19, 2015.
As an exception, I reversed the charges and issued a refund for the last payment that was made ($139.12).
Please return the modem and TRIA to avoid unreturned equipment fees.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com. You expressed concern regarding technical issues with your receiver. You said that the search, recording, and [redacted] options didn’t work. You closed your account and requested that we waive the early termination fee. When we spoke, I told you that I will meet your request and waive the early termination fee. Your new ending balance is $11.14. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to have this resolution in writing as I have not received confirmation in the mail or email.
Sincerely,
[redacted]
Dear Ms. [redacted]: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said that you were told you were still under contract and that you would be charged a $60.00 early termination fee. You asked that the early termination fee be...
waived, or that we provide you with a signed contract. When we spoke by phone, I told you that I have removed the commitment from your account. You may close your account at any time without penalty. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/10/16) */
October 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed with...
the Revdex.com.
You said that you received incorrect information from a DISH Network salesperson and you requested to have your 24-month commitment waived.
When we spoke, I advised you that a review of your call revealed that there was some confusion concerning the RedZone package and NFL channels. As such, I waived your 24-month commitment.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for promptly responding, I appreciate your willingness to accommodate.
August 29, 2016 Dear Ms. [redacted]: On August 24, 2016, we received your complaint, dated August 24, 2016, filed with the Revdex.com. You indicated that you are not receiving the channels that you are paying for and requested to be released from DISH...
Network’s 24-month agreement and early termination fee due to the loss of your local channels CW and Fox. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. Please note our programming packages have been set up to balance cost effectiveness with consumer demand. As a way to maintain lower programming cost, stations are provided in packages, rather than a la carte. However, as an exception, I provided you with a $10.00 monthly credit for six months. This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if the commitment is not fulfilled. It is disclosed in your signed DHA agreement (copy enclosed) that we reserve the right to change programming, prices and packages. The early termination fee 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 ###-###-#### Enclosure
Complaint: [redacted]
I am rejecting this response because:The gentleman from DISH called and left me a message letting me know that he applied a "courtesy credit." I called back asking if this would mean my monthly bill would be $145 for one month or for all 6. I never got a call back. I also asked about the written apology from DISH and never got word back.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
April 27, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 24, 2015, we received your correspondence, dated April 23, 2015, filed with the...
Revdex.com.
You said that your service was not canceled as requested in March 2014 and you asked for a refund.
A review of your account shows that during your disconnection request, the call was dropped and the disclosures could not be provided. As a result the service remained active.
Our records also reveal that a monthly billing statement and payment confirmation emails were sent to you at [redacted].COM. Because your account was established with Credit Card AutoPay (CCA) a payment was collected every month for the amount due.
When we spoke on April 24, 2015, I explained that we disclose in the DISH Network Residential Customer Agreement that if you believe you were billed in error and are seeking correction, you must report this matter within 20 days after the date you receive the bill for which you are seeking correction. Failure to timely notify us of a dispute constitutes your acceptance of the corresponding bill. You may view this agreement online at www.dish.com/legal.
Although this matter was not reported until April 21, 2015 (the date of disconnection), as a courtesy I submitted a credit card refund of $357.24. Please allow five business days for processing. This refund amount is for six months of service. You accepted this resolution.
I regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 10, 2015/07/21) */
July 16, 2015
[redacted] and [redacted] and [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On July 13, 2015, we received your correspondence,...
dated July 10, 2015, filed with the Revdex.com.
You maintain that a salesperson said you could receive the satellite TV, internet and phone services at the price of $126.00 per month. You disputed the early termination fee.
I attempted to reach you at (XXX) XXX-XXXX on July 13, 15 and 16, 2015. I left three voice messages.
Our records show that you established your bundle DISH Network service with the Digital Home Advantage (DHA) and internet promotions with two separate 24-month commitments through Dish One Satellite LLC, an independent retailer.
You previously subscribed to the following services:
America's Top 200 package $74.99
DVR service $12.00
Two Joey receiver fees $14.00 ($7.00 per [redacted])
7 MBPS Internet $49.99
Phone service $35.00
The monthly billing rate before tax and discounts is $185.98. Because you agreed to the 24-month commitment, we provided you with the monthly discount of $35.00 for twelve months, free HBO, Showtime, Starz, Cinemax, and Blockbuster @Home free for three months. In addition, you received a monthly $35.00 credit for the bundle.
Our records indicate that an exception was made and the DHA early termination fee was previously waived. As a courtesy, I reversed the $230.00 internet early termination fee from your account. A refund for this same amount was applied to your credit card account ending in 7751 on July 15, 2015.
We appreciate your feedback and your concerns will be forwarded to the appropriate personnel for internal review.
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] CO XXXXX
[redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com. You expressed concern that your DISH Network account was restarted and that your name was supposed to be removed from the account and placed in your husband’s (Mr. [redacted]) name. You requested that your name be removed from the account. When Mr. [redacted] called on September 28, 2015, he agreed to have his name placed in the billing information only. When I spoke with you by telephone today, I informed you that this account was established on December 7, 2012, using your information. Once an account is established with your information, the account belongs to you and is your responsibility. The name cannot be removed. Although the equipment can be transferred to someone else, that person must establish a new account with their information. Your husband may contact our sales department to establish his own account using his information. During our conversation, you requested boxes to return the equipment. Our records reveal that labels were shipped on July 13, 2016, under UPS tracking number [redacted]. Further review of your account reveals that Mr. [redacted] called in yesterday and restarted the service. However, when I spoke with you yesterday, you requested that the service remain disconnected; therefore, I once again cancelled the service. Although return labels have been shipped, I removed the equipment from the account to ensure that it is not restarted. Please note that the receivers are obsolete and are not required to be returned. 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]
December 9, 2016 Mr. [redacted].[redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 2, 2016, filed with the Revdex.com. You expressed concern with the monies you paid for a new receiver. You requested a refund, as you indicated that the receiver was in warranty. You also stated that you had an unresolved issue from July 2016; however, you did not provide additional details. Our records do not show that you purchased a receiver from DISH Network. When we spoke by phone on December 7, 2016, you stated that when you contacted us regarding your equipment issues, you were told to contact a local retailer. You asked that DISH Network provide the retailer ([redacted]) with a new receiver so they can provide you with a refund. Please be advised that retailers are independent companies and any transactions through them are separate from DISH Network transactions. They are also responsible for their own equipment inventory and sales. A review of the customer service call recording from November 19, 2016, revealed that our agent offered to ship a replacement receiver to your home for only $15.00 (shipping cost). You stated that you would only be at this home until Monday (November 21, 2016) and you asked if a technician could deliver the replacement receiver. Our agent advised you that this was not an option and offered to ship the replacement receiver to an alternate address. You declined and stated that you would call us back. The next call that we received was from [redacted] to activate a replacement receiver. We are unable to provide you with a refund since you did not pay DISH Network directly. However, as a courtesy, I applied a credit of $220.00 to your DISH Network account. You also told me that although your DISH Network account was listed in your son-in-law’s name, it was supposed to be changed to your name in July 2016. Our records show that only the billing information was changed to your name. Your son-in-law remains the account holder because the account is attached to his personal information. To resolve this matter, I offered to cancel the account and establish a new account using your personal information. You agreed. Your new account number is [redacted]. Please be advised that the equipment and the $220.00 lump sum credit for the issue has been transferred to the new account. I also transferred the monthly credit of $20.00 that you were previously receiving. This credit will apply for the next two months. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: This is not what I was told. I would like to hear the call between the manager and myself.
Sincerely,
[redacted]
December 17, 2015
Ms. [redacted], VA 22003
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
My attempts to contact...
you by phone at ([redacted] on December 15, 16 and 17, 2015, were unsuccessful; however, I left a message.
You expressed concern with the promotional offer that was approved for DISH Network service.
DISH Network offers several promotions that require a credit qualification. DISH Network will only deny or approve promotional requests based upon information received from the credit bureaus.
Based on the information obtained, you only qualify for our Flex TV offer. This offer requires an upfront payment for an activation fee and the purchase of equipment.
We are unable to honor your request to waive the upfront costs or bill the fees at a later date.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
August 30, 2016 Dear Mr. [redacted]: On August 30, 2016, we received your rebuttal, dated August 29, 2016, filed with the Revdex.com. You maintain you are not receiving the advertised price for the America’s Top 200 package. You included a screen shot of our website for review. You requested a $100.00 credit. When we spoke today, I advised you that the screen shot is accurate and you are being billed $64.99 for the America’s Top 200 package. You subscribe to the following: · America’s Top 200 package $64.99 · DVR service $15.00 · Two Joey receiver fees $14.00 ($7.00 per Joey) Your monthly billing rate is $88.99 before tax. However, you are currently receiving a $5.00 monthly discount for AutoPay, a monthly courtesy credit of $10.00 for 12 months and a $10.00 monthly referral credit for ten months. These credits reduce your monthly rate to $68.99 before tax. When the credits end, the regular price will apply. The billing is accurate and no additional credit is warranted. 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 ###-###-####
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]
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 March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 30, 2016, and on April 4 and 5, 2016, and I left three messages. You expressed concern that you were denied an extension until March 31, 2016, to make a payment for your past-due balance. You claim that you provided documentation of a payment that we have no record of and that we would not restore your service. You disputed the fact that we will not accept your payments made via Electronic Funds Transfer (EFT) and maintain that you made a payment in December 2015 via EFT. Per DISH Network policy, if an account has a balance of $300.00 or more, the customer is not eligible for a Promise-To-Pay. Your last billing statement, dated March 18, 2016, revealed an amount due of $333.01, which included a past-due balance of $170.90. We have only received partial payments since your account was activated, causing a balance to carry over monthly. When you contacted us on March 24, 2016, we had no record of any recent payments. Please note that when you use a bill-pay service through your bank, it may take up to ten business days for a payment to post to your account. We have no record of receiving documentation from you regarding a payment. The last payment we received was a credit card payment on February 27, 2016, in the amount of $61.19 for a bill with an amount due of $232.09. Since it was only a partial payment, the past-due balance that carried over was $170.90. The Electronic Funds Transfer (EFT) payment of $84.15 that was made on October 16, 2015, was returned. Because of this, the option for you to submit this type of payment has been suspended. However, you maintain that you made a payment in December 2015 through EFT. We received three payments from you in December 2015: a credit card payment on December 1, 2015, for $32.00, a second credit card payment of $30.15 on December 6, 2015, and a mailed check payment on December 31, 2015, in the amount of $281.03. Our records reveal that there have been no further EFT payments applied to your account. We received a mailed payment for $153.90 on March 29, 2016, and your service was restored. This payment reduced your amount due to $179.11. You also removed some programming and charges were reversed, leaving a current balance due of $157.04. To avoid any further confusion, we encourage you to bring your account current. 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
I would like to know why they cancelled my fathers subscription and that they are not allowed to do this to anyone else. None of your resolution that were listed as resolution didn't fit my claim, most were financial or apologies. Thanks.
Dear Ms. [redacted]: On January 7, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You indicated that your credit card account has continued to be debited for service after you requested that your service be disconnected in June 2015, and you would...
like a refund for six months of service ($498.00). You maintain that your DISH Network account records are incomplete. You also mentioned your dissatisfaction with a customer service representative, and that hold times were over 32 minutes. Since you were enrolled in our Credit Card AutoPay (CCA) option, authorization to automatically debit your credit card account for the amount due was provided. I removed the credit card account information from your DISH Network account. This account was activated on December 27, 2013, under the Digital Home Advantage (DHA) 24-month agreement and the agreement was fulfilled on December 26, 2015 (copy enclosed). Authorization to automatically debit your debit/credit card for the unreturned equipment and/or the early termination fee is provided in the DHA agreement. When an account is accessed, the system automatically stamps the account with the date, how it was accessed and through which system. This information cannot be deleted or misplaced. A thorough investigation was completed on your claim. In doing so, the past communications made on this account were reviewed. On June 22, 2015, at 1:51 pm, you called us to request that your service be disconnected. When the representative informed you that you were still within your commitment and that disconnection of your service would entail a $210.00 early termination fee, you suggested to him that you would talk to your renters about taking over your agreement, and you said you would call us back. There was no further contact from you until January 5, 2016, and the service remained active. A review of past call recordings revealed that on January 5, 2016, you advised the agent assisting you that you would contact your tenants to see if they were still using the service. This implies the service was installed. During another call with the account specialist on January 5, 2016, I found that the representative attempted to address all your questions in a professional and courteous manner. You requested information on how to file a dispute. She gave you correct information by providing you with our customer email address ([redacted]) and the mailing address for the Dispute Resolution Department ([redacted]). Please note that this information also appears on each one of your billing statements. You may view your billing statements through your online account. The hold times were no more than three to five minutes while the agent researched the information you requested. We regret that a manager was not available during that phone call. I apologize for this inconvenience and this will be addressed internally. To receive your account records requires that you file a subpoena. You may send it to: EchoStar Satellite LLC [redacted]
[redacted] Attn: Subpoena Request During the last phone call on January 5, 2016, you simply requested that the agent provide you with the date of your phone call in June 2015. You were offered a refund of $82.29. However, a refund of $47.69 was issued instead. Therefore, I submitted an additional refund of $34.62 to equal the $82.29 refund you were offered. As service was provided, no refund is due. When I spoke with you by telephone today, you verified that the return boxes should be shipped to [redacted]. Please return the Hopper and Joey receiver in the allotted amount of time to avoid unreturned equipment fees, and keep the return tracking numbers for your records. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/10/28) */
October 16, 2015
[redacted]
XXXXX [redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 16, 2015, we received your complaint, dated October 15, 2015,...
filed with the Revdex.com.
You said that your dishNET internet upload speeds were poor and you requested to have your early termination fee waived.
When we spoke, I advised you that I made an exception and waived the 24-month commitment associated with your dishNET internet account. You requested that I disconnect the account and I did so.
Please note that you were advised that dishNET should be fine for World of Tanks specifically, not PC gaming in general.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 9, 2015/06/02) */
May 29, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 20, 2015, we received your complaint, dated May 15, 2015, filed...
with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on May 21, 22 and 29, 2015, and I left three messages.
You indicated that your DISH Network service was not disconnected as you requested on April 27, 2015.
Our records reveal that although you contacted us on April 27, 2015, you did not follow the proper disconnect process and the call was terminated before the disconnection process could be completed. Therefore, your service remained active. The service was then disconnected on May 19, 2015.
As an exception, I reversed the charges and issued a refund for the last payment that was made ($139.12).
Please return the modem and TRIA to avoid unreturned equipment fees.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com. You expressed concern regarding technical issues with your receiver. You said that the search, recording, and [redacted] options didn’t work. You closed your account and requested that we waive the early termination fee. When we spoke, I told you that I will meet your request and waive the early termination fee. Your new ending balance is $11.14. 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]
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. I would like to have this resolution in writing as I have not received confirmation in the mail or email.
Sincerely,
[redacted]
Dear Ms. [redacted]: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said that you were told you were still under contract and that you would be charged a $60.00 early termination fee. You asked that the early termination fee be...
waived, or that we provide you with a signed contract. When we spoke by phone, I told you that I have removed the commitment from your account. You may close your account at any time without penalty. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/10/16) */
October 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed with...
the Revdex.com.
You said that you received incorrect information from a DISH Network salesperson and you requested to have your 24-month commitment waived.
When we spoke, I advised you that a review of your call revealed that there was some confusion concerning the RedZone package and NFL channels. As such, I waived your 24-month commitment.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for promptly responding, I appreciate your willingness to accommodate.
August 29, 2016 Dear Ms. [redacted]: On August 24, 2016, we received your complaint, dated August 24, 2016, filed with the Revdex.com. You indicated that you are not receiving the channels that you are paying for and requested to be released from DISH...
Network’s 24-month agreement and early termination fee due to the loss of your local channels CW and Fox. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. Please note our programming packages have been set up to balance cost effectiveness with consumer demand. As a way to maintain lower programming cost, stations are provided in packages, rather than a la carte. However, as an exception, I provided you with a $10.00 monthly credit for six months. This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if the commitment is not fulfilled. It is disclosed in your signed DHA agreement (copy enclosed) that we reserve the right to change programming, prices and packages. The early termination fee 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 ###-###-#### Enclosure
Complaint: [redacted]
I am rejecting this response because:The gentleman from DISH called and left me a message letting me know that he applied a "courtesy credit." I called back asking if this would mean my monthly bill would be $145 for one month or for all 6. I never got a call back. I also asked about the written apology from DISH and never got word back.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
April 27, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 24, 2015, we received your correspondence, dated April 23, 2015, filed with the...
Revdex.com.
You said that your service was not canceled as requested in March 2014 and you asked for a refund.
A review of your account shows that during your disconnection request, the call was dropped and the disclosures could not be provided. As a result the service remained active.
Our records also reveal that a monthly billing statement and payment confirmation emails were sent to you at [redacted].COM. Because your account was established with Credit Card AutoPay (CCA) a payment was collected every month for the amount due.
When we spoke on April 24, 2015, I explained that we disclose in the DISH Network Residential Customer Agreement that if you believe you were billed in error and are seeking correction, you must report this matter within 20 days after the date you receive the bill for which you are seeking correction. Failure to timely notify us of a dispute constitutes your acceptance of the corresponding bill. You may view this agreement online at www.dish.com/legal.
Although this matter was not reported until April 21, 2015 (the date of disconnection), as a courtesy I submitted a credit card refund of $357.24. Please allow five business days for processing. This refund amount is for six months of service. You accepted this resolution.
I regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 10, 2015/07/21) */
July 16, 2015
[redacted] and [redacted] and [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On July 13, 2015, we received your correspondence,...
dated July 10, 2015, filed with the Revdex.com.
You maintain that a salesperson said you could receive the satellite TV, internet and phone services at the price of $126.00 per month. You disputed the early termination fee.
I attempted to reach you at (XXX) XXX-XXXX on July 13, 15 and 16, 2015. I left three voice messages.
Our records show that you established your bundle DISH Network service with the Digital Home Advantage (DHA) and internet promotions with two separate 24-month commitments through Dish One Satellite LLC, an independent retailer.
You previously subscribed to the following services:
America's Top 200 package $74.99
DVR service $12.00
Two Joey receiver fees $14.00 ($7.00 per [redacted])
7 MBPS Internet $49.99
Phone service $35.00
The monthly billing rate before tax and discounts is $185.98. Because you agreed to the 24-month commitment, we provided you with the monthly discount of $35.00 for twelve months, free HBO, Showtime, Starz, Cinemax, and Blockbuster @Home free for three months. In addition, you received a monthly $35.00 credit for the bundle.
Our records indicate that an exception was made and the DHA early termination fee was previously waived. As a courtesy, I reversed the $230.00 internet early termination fee from your account. A refund for this same amount was applied to your credit card account ending in 7751 on July 15, 2015.
We appreciate your feedback and your concerns will be forwarded to the appropriate personnel for internal review.
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] CO XXXXX
[redacted]
July 15, 2016 Ms. [redacted] [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com. You expressed concern that your DISH Network account was restarted and that your name was supposed to be removed from the account and placed in your husband’s (Mr. [redacted]) name. You requested that your name be removed from the account. When Mr. [redacted] called on September 28, 2015, he agreed to have his name placed in the billing information only. When I spoke with you by telephone today, I informed you that this account was established on December 7, 2012, using your information. Once an account is established with your information, the account belongs to you and is your responsibility. The name cannot be removed. Although the equipment can be transferred to someone else, that person must establish a new account with their information. Your husband may contact our sales department to establish his own account using his information. During our conversation, you requested boxes to return the equipment. Our records reveal that labels were shipped on July 13, 2016, under UPS tracking number [redacted]. Further review of your account reveals that Mr. [redacted] called in yesterday and restarted the service. However, when I spoke with you yesterday, you requested that the service remain disconnected; therefore, I once again cancelled the service. Although return labels have been shipped, I removed the equipment from the account to ensure that it is not restarted. Please note that the receivers are obsolete and are not required to be returned. 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]
December 9, 2016 Mr. [redacted].[redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 2, 2016, filed with the Revdex.com. You expressed concern with the monies you paid for a new receiver. You requested a refund, as you indicated that the receiver was in warranty. You also stated that you had an unresolved issue from July 2016; however, you did not provide additional details. Our records do not show that you purchased a receiver from DISH Network. When we spoke by phone on December 7, 2016, you stated that when you contacted us regarding your equipment issues, you were told to contact a local retailer. You asked that DISH Network provide the retailer ([redacted]) with a new receiver so they can provide you with a refund. Please be advised that retailers are independent companies and any transactions through them are separate from DISH Network transactions. They are also responsible for their own equipment inventory and sales. A review of the customer service call recording from November 19, 2016, revealed that our agent offered to ship a replacement receiver to your home for only $15.00 (shipping cost). You stated that you would only be at this home until Monday (November 21, 2016) and you asked if a technician could deliver the replacement receiver. Our agent advised you that this was not an option and offered to ship the replacement receiver to an alternate address. You declined and stated that you would call us back. The next call that we received was from [redacted] to activate a replacement receiver. We are unable to provide you with a refund since you did not pay DISH Network directly. However, as a courtesy, I applied a credit of $220.00 to your DISH Network account. You also told me that although your DISH Network account was listed in your son-in-law’s name, it was supposed to be changed to your name in July 2016. Our records show that only the billing information was changed to your name. Your son-in-law remains the account holder because the account is attached to his personal information. To resolve this matter, I offered to cancel the account and establish a new account using your personal information. You agreed. Your new account number is [redacted]. Please be advised that the equipment and the $220.00 lump sum credit for the issue has been transferred to the new account. I also transferred the monthly credit of $20.00 that you were previously receiving. This credit will apply for the next two months. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: This is not what I was told. I would like to hear the call between the manager and myself.
Sincerely,
[redacted]
December 17, 2015
Ms. [redacted], VA 22003
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
My attempts to contact...
you by phone at ([redacted] on December 15, 16 and 17, 2015, were unsuccessful; however, I left a message.
You expressed concern with the promotional offer that was approved for DISH Network service.
DISH Network offers several promotions that require a credit qualification. DISH Network will only deny or approve promotional requests based upon information received from the credit bureaus.
Based on the information obtained, you only qualify for our Flex TV offer. This offer requires an upfront payment for an activation fee and the purchase of equipment.
We are unable to honor your request to waive the upfront costs or bill the fees at a later date.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
August 30, 2016 Dear Mr. [redacted]: On August 30, 2016, we received your rebuttal, dated August 29, 2016, filed with the Revdex.com. You maintain you are not receiving the advertised price for the America’s Top 200 package. You included a screen shot of our website for review. You requested a $100.00 credit. When we spoke today, I advised you that the screen shot is accurate and you are being billed $64.99 for the America’s Top 200 package. You subscribe to the following: · America’s Top 200 package $64.99 · DVR service $15.00 · Two Joey receiver fees $14.00 ($7.00 per Joey) Your monthly billing rate is $88.99 before tax. However, you are currently receiving a $5.00 monthly discount for AutoPay, a monthly courtesy credit of $10.00 for 12 months and a $10.00 monthly referral credit for ten months. These credits reduce your monthly rate to $68.99 before tax. When the credits end, the regular price will apply. The billing is accurate and no additional credit is warranted. 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 ###-###-####
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]
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]
April 5, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 30, 2016, and on April 4 and 5, 2016, and I left three messages. You expressed concern that you were denied an extension until March 31, 2016, to make a payment for your past-due balance. You claim that you provided documentation of a payment that we have no record of and that we would not restore your service. You disputed the fact that we will not accept your payments made via Electronic Funds Transfer (EFT) and maintain that you made a payment in December 2015 via EFT. Per DISH Network policy, if an account has a balance of $300.00 or more, the customer is not eligible for a Promise-To-Pay. Your last billing statement, dated March 18, 2016, revealed an amount due of $333.01, which included a past-due balance of $170.90. We have only received partial payments since your account was activated, causing a balance to carry over monthly. When you contacted us on March 24, 2016, we had no record of any recent payments. Please note that when you use a bill-pay service through your bank, it may take up to ten business days for a payment to post to your account. We have no record of receiving documentation from you regarding a payment. The last payment we received was a credit card payment on February 27, 2016, in the amount of $61.19 for a bill with an amount due of $232.09. Since it was only a partial payment, the past-due balance that carried over was $170.90. The Electronic Funds Transfer (EFT) payment of $84.15 that was made on October 16, 2015, was returned. Because of this, the option for you to submit this type of payment has been suspended. However, you maintain that you made a payment in December 2015 through EFT. We received three payments from you in December 2015: a credit card payment on December 1, 2015, for $32.00, a second credit card payment of $30.15 on December 6, 2015, and a mailed check payment on December 31, 2015, in the amount of $281.03. Our records reveal that there have been no further EFT payments applied to your account. We received a mailed payment for $153.90 on March 29, 2016, and your service was restored. This payment reduced your amount due to $179.11. You also removed some programming and charges were reversed, leaving a current balance due of $157.04. To avoid any further confusion, we encourage you to bring your account current. 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
I would like to know why they cancelled my fathers subscription and that they are not allowed to do this to anyone else. None of your resolution that were listed as resolution didn't fit my claim, most were financial or apologies. Thanks.
Dear Ms. [redacted]: On January 7, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You indicated that your credit card account has continued to be debited for service after you requested that your service be disconnected in June 2015, and you would...
like a refund for six months of service ($498.00). You maintain that your DISH Network account records are incomplete. You also mentioned your dissatisfaction with a customer service representative, and that hold times were over 32 minutes. Since you were enrolled in our Credit Card AutoPay (CCA) option, authorization to automatically debit your credit card account for the amount due was provided. I removed the credit card account information from your DISH Network account. This account was activated on December 27, 2013, under the Digital Home Advantage (DHA) 24-month agreement and the agreement was fulfilled on December 26, 2015 (copy enclosed). Authorization to automatically debit your debit/credit card for the unreturned equipment and/or the early termination fee is provided in the DHA agreement. When an account is accessed, the system automatically stamps the account with the date, how it was accessed and through which system. This information cannot be deleted or misplaced. A thorough investigation was completed on your claim. In doing so, the past communications made on this account were reviewed. On June 22, 2015, at 1:51 pm, you called us to request that your service be disconnected. When the representative informed you that you were still within your commitment and that disconnection of your service would entail a $210.00 early termination fee, you suggested to him that you would talk to your renters about taking over your agreement, and you said you would call us back. There was no further contact from you until January 5, 2016, and the service remained active. A review of past call recordings revealed that on January 5, 2016, you advised the agent assisting you that you would contact your tenants to see if they were still using the service. This implies the service was installed. During another call with the account specialist on January 5, 2016, I found that the representative attempted to address all your questions in a professional and courteous manner. You requested information on how to file a dispute. She gave you correct information by providing you with our customer email address ([redacted]) and the mailing address for the Dispute Resolution Department ([redacted]). Please note that this information also appears on each one of your billing statements. You may view your billing statements through your online account. The hold times were no more than three to five minutes while the agent researched the information you requested. We regret that a manager was not available during that phone call. I apologize for this inconvenience and this will be addressed internally. To receive your account records requires that you file a subpoena. You may send it to: EchoStar Satellite LLC [redacted]
[redacted] Attn: Subpoena Request During the last phone call on January 5, 2016, you simply requested that the agent provide you with the date of your phone call in June 2015. You were offered a refund of $82.29. However, a refund of $47.69 was issued instead. Therefore, I submitted an additional refund of $34.62 to equal the $82.29 refund you were offered. As service was provided, no refund is due. When I spoke with you by telephone today, you verified that the return boxes should be shipped to [redacted]. Please return the Hopper and Joey receiver in the allotted amount of time to avoid unreturned equipment fees, and keep the return tracking numbers for your records. 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 ###-###-####