September 13, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 7, 2016, filed with the Revdex.com. You indicated that the price for your second year of service should have been $98.99, but you were billed $106.35....
You would like to receive the price you were quoted or to be released from your contract. I spoke with your wife and I explained the monthly bill to her. I also issued a courtesy credit to bring your monthly bill to $99.02, which will be reflected on your next bill. She accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
[redacted] Dear Ms. [redacted]: On July 20, 2017, we received your complaint, dated July 19, 2017, filed with the Revdex.com. You disputed the bill of $257.27, as you claim that your service was only restarted for three days. You indicated that you were not told there was a time limit for DISH Pause nor did you use the service. You stated that you have paused your phone service before with no charge. A review of the call on March 21, 2017, when you placed your TV account on DISH Pause, reveals that the agent advised you that the maximum amount of time the account could be placed on DISH Pause is nine months. He asked you how many months you would like to pause your service: three, six or nine. You said three months. He informed you that the account would automatically restart once the three months expired on June 21, 2017. You began to be billed for regular service from June 21, 2017, to July 22, 2017, and the prorated charges are reflected on you July 9, 2017, billing statement. This billing statement also includes the current charges from July 23, 2017, to August 22, 2017. Please note this is a bill for two months of service. Although you claim that you only had the service for three days, our records reveal account activity during that time frame, including a technician visit. When I spoke with you by telephone today, I advised you that as an exception I applied a credit of $107.76 to your account for the prorated monthly charges. Since you downgraded your service from the America’s Top 200 package to the Flex Pack at the same time, your balance was reduced from $257.27 to $97.46. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
March 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your correspondence, dated March 3, 2016, filed with the Revdex.com. You stated that you have experienced ongoing and unresolved signal loss with your DISH Network service, and your most recent technician visit did not resolve the matter. Additionally, your monthly bill has increased. You requested that these matter be corrected. When we spoke on March 8, 2016, I offered you a free technician visit, scheduled for March 12, 2016. We also reviewed your billing and as a courtesy, I waived the charge for your HDMI cable. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
January 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. You indicated that you did not accept the resolution offered. You were dissatisfied with the six to eight weeks required to reissue and ship the replacement gift card. While we regret that you do not agree with the solution provided, we are unable to expedite the reissue process. In consideration for the inconvenience, I did apply a $10.00 monthly credit to your account for six months. To follow up on the gift card status, you can call [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
April 19, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 15, 2016, we received your correspondence, dated April 14, 2016, filed with the Revdex.com. You said you established your account with the Digital Home Advantage (DHA) promotion with a three-year price guarantee. However, you maintain that you did not authorize the $49.99 payment that was collected at the time of sale. You disputed the balance of $571.91. You established your account through Dish One Satellite LLC., an independent retailer. We encourage you to contact the retailer directly at [redacted] to discuss the $49.99 payment. When we spoke today, I advised you that the balance of $571.91 was previously removed on April 10, 2016. You accepted this resolution. We appreciate your feedback and your concerns will be addressed internally with the appropriate personnel. 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 [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]
August 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 10, 2017, we received your complaint, dated August 9, 2017, filed with the Revdex.com. You said that you agreed to TV service with us and internet with [redacted] for a bundled account. However, you were told that you would not have a bundled account and that you would be billed separately. You asked that we honor the offer made or release you from your contract. When we spoke, I told you that I reviewed your sales call recording and found that you were offered WindStream internet. You agreed, but said you found that you didn’t live within their service area. You contacted our customer service and they provided you with [redacted]. I told you that we are unable to bundle a DISH Network and WindStream account. Therefore, I agreed to release you from your contract. You accepted my offer and agreed to have your account disconnected with DISH Network on August 31, 2017. I also provided you with our equipment return disclosures. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] Dear Ms. [redacted]: On July 22, 2016, we received your complaint, dated July 20, 2016, filed with the Revdex.com. My attempts to reach you by phone on July 26, 27 and 28, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said the check payment you sent was never presented to your bank. You disputed the $10.00 return check fee and the fact that we have blocked check payments from the account for six months. Our check are electronically scanned--they are not manually entered--which leaves little room for error. As a courtesy, I waived the $10.00 return check fee and I removed the check payment block from Mr. Elizondo’s account, but no further compensation will be provided. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response /* (1000, 4, 2015/05/20) */
May 18, 2015
Ms. [redacted] St.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 18, 2015, we received your complaint, dated May 15, 2015, filed with the...
Revdex.com.
You maintain that when DISH Network was unable to provide you with bundled services due to a line of sight issue, you called to cancel the account but you were unaware that the phone and internet services were left active. You disputed the early termination fee and charges.
A review of your account reveals that, while the television services were unable to be installed by the DISH Network technician, the phone and internet services activated automatically. Additionally, the customer service agent who processed your cancellation request did not follow the correct procedure, and as a result, left the phone and internet service active until you called back to request cancellation of all services.
When we spoke today, I advised you that I would waive the early termination fee and all charges for phone and internet services. Your account now has a zero balance.
We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
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: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, [redacted] 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Mr. Ford: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said you were informed that you have 30 days to disconnect your DISH Network account without penalty. When we spoke today, I confirmed that your account was...
disconnected 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 ###-###-####
[redacted] Dear Ms. [redacted]: On April 20, 2017, we received your correspondence, dated April 19, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on April 25, 26 and 27, 2017, and I left three voice messages. When I called [redacted], there was no option to leave a message. I also sent an email to you at [redacted]. You said that a technician was unable to access your roof to upgrade your equipment. You requested a credit for programming I would like to schedule a free DISH’n It Up equipment upgrade for the Whole Home Hopper 3 system. Please contact me directly and I will schedule a Field Service Manager to perform the installation. As a courtesy, I applied a credit of $49.99 to your account for one month of the America’s Top 120+ package. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Dear Ms. [redacted]: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com. You said that you were told your rate would be $38.99 a month and that this rate is not being honored. You requested that we honor the rate you were quoted and provide...
a credit for the month you were billed more. When we spoke by phone, I told you that our records don’t reflect that we offered you a rate of $38.99. On June 1, 2015, we offered you a $40.00 monthly credit for six months. We provided the credit and at this point no further credits will be offered. I also advised you that I will forward the information about the agents with whom you spoke to the appropriate personnel. 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 ###-###-####
July 20, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On July 12, 2016, we received your correspondence, dated July 11, 2016, filed with the Revdex.com. You said you agreed to the Hopper upgrade with a two-year commitment. You expressed concern with the Tribune Broadcasting Company channel takedown, and you disputed the early termination fee. I attempted to reach you at [redacted] on July 13, 19 and 20, 2016, and I left three voice messages. Although you returned my call, we were unable to speak directly. Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected our proposal to pursue an immediate, fair and binding solution to restore its blacked-out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. In the interest of resolving this matter, I made an exception and removed the $280.00 early termination fee from your account. To avoid unreturned equipment fees, please return the equipment to DISH Network. A return box and label will be delivered to your address by UPS. 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
Dear Mr. [redacted]: On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. You said that your bank account was debited without warning and you requested a refund. When we spoke, I advised you that the refund was sent to your bank on January...
22, 2016. Our records indicate that you were sent an email advising you of the automatic charge for unreturned equipment on November 12, 2015. 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 ###-###-####. Sincerely, [redacted] 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, 2015/10/16) */
October 13, 2015
[redacted]
XXX XXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015, filed with the...
Revdex.com.
You said that your local channels were added at $5.00 per month when you removed the MultiSport package. You requested that your bill remain the same.
I attempted to reach you at (XXX) XXX-XXXX on October 8, 12 and 13, 2015, and I left three voicemails.
In my last message I explained that DISH Network stopped offering programming packages without locals several years ago, as we reached near total coverage for local channels. Customers who subscribed to no-local packages were grandfathered until any changes were made to their accounts. As you removed the MultiSport package, the locals were added automatically.
As I advised you in my message, because we appreciate your business, I applied a monthly $5.00 credit for 24 months on top of the monthly $5.00 credit for 12 months that you were receiving for this issue. We sincerely regret any inconvenience this 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]
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 28, 2018, filed with the Revdex.com. You maintain that when you called to schedule a move, you did not agree to service or an installation. You indicated that a technician visit was scheduled only to assess the area and the system was never installed. You stated that you have not received a copy an agreement. When I spoke with you by telephone today, I advised you that a review of the call on November 13, 2017, reveals that you verbally agreed to activate your service with the America's Top 200 package and a promotional rate of $95.00 per month. You accepted the terms and conditions of a new 24-month agreement that were disclosed by the agent as well as the telephone automated system. However, as the system was never installed, I removed the $230.00 early termination fee and the remaining balance of $15.90 from your account. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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]
March 20, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 20, 2017, we received your complaint, dated March 17, 2017, filed with the Revdex.com. You maintain that you were told that you had a trial period when you ordered dishNET internet service. As I explained when we spoke, I reviewed all calls on the account associated with internet service and I found no offer was made for a trial period. We were contacted on May 11, 2016, February 1, 2017, and February 2, 2017. Internet service was ordered on the third call. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
November 3, 2016 Dear Ms. [redacted]: On November 2, 2016, we received your rebuttal, dated November 1, 2016, filed with the Revdex.com. You indicated that DISH Network has not provided you with a written response to your complaint. Additionally, you have not received your $80.02 refund that was issued on October 6, 2016. You would like these matters addressed. When we spoke on October 31, 2016, I explained that your copy of my written response was being mailed that day, and I offered to have the refund researched. As of today, a Stop Payment was placed on the refund check, and it is in the process of being reissued. I have requested that this process be expedited. Additionally, I emailed you a copy of the letter mailed on October 31, 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 ###-###-####
October 19, 2016 Dear Mr. [redacted]: On October 17, 2016, we received your rebuttal, dated October 11, 2016, filed with the Revdex.com. You said that you are rejecting my response, but you didn’t provide any detail indicating why. While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. 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 ###-###-####
January 24, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 17, 2018, we received your rebuttal, dated January 16, 2018, filed with the Revdex.com. You disagreed with my response regarding the DISH Pause and DISH Move-In Deal. You also expressed the following concerns: · Sale of service · Programming · Refund · Return box and label · Customer service As previously explained, a review of your recorded calls revealed that our agents provided accurate information regarding the DISH Pause and Move-In Deal. You agreed to the DISH Pause terms and to pay $50.00 for the relocation of your service to a new address. I made an exception and waived your term commitment. Our records reveal that you established your service under the Flex 24 promotion with a 24-month commitment through Infinity Sales Group LLC., an independent retailer. This is a pay-in-advance account, and payments are required to be collected upfront for service. A review of your sales call revealed the agent disclosed that a payment will be due upfront for the activation fee, receiver upgrade fee, and one month of service. Our records show a payment of $110.03 was collected for these fees. The agent also informed you of the $49.99 retail processing fee. In addition, the agent offered you the Latino Plus package, which you agreed to receive. Furthermore, the agent disclosed the terms of the promotion. Although you agreed to the Latino Plus package, when the service was installed on December 9, 2017, the programming was changed to the America’s Top 120 package at your request. As a result, a payment of $39.72 was due immediately. During this call our agent explained the terms of your pay-in-advance service and you authorized the payment to be collected. Your account was interrupted due to nonpayment on January 9, 2018. We are unable to honor your refund request. A return box and label will be delivered to your address by [redacted]. We appreciate your feedback and we regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 13, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 7, 2016, filed with the Revdex.com. You indicated that the price for your second year of service should have been $98.99, but you were billed $106.35....
You would like to receive the price you were quoted or to be released from your contract. I spoke with your wife and I explained the monthly bill to her. I also issued a courtesy credit to bring your monthly bill to $99.02, which will be reflected on your next bill. She accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
July 24, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 20, 2017, we received your complaint, dated July 19, 2017, filed with the Revdex.com. You disputed the bill of $257.27, as you claim that your service was only restarted for three days. You indicated that you were not told there was a time limit for DISH Pause nor did you use the service. You stated that you have paused your phone service before with no charge. A review of the call on March 21, 2017, when you placed your TV account on DISH Pause, reveals that the agent advised you that the maximum amount of time the account could be placed on DISH Pause is nine months. He asked you how many months you would like to pause your service: three, six or nine. You said three months. He informed you that the account would automatically restart once the three months expired on June 21, 2017. You began to be billed for regular service from June 21, 2017, to July 22, 2017, and the prorated charges are reflected on you July 9, 2017, billing statement. This billing statement also includes the current charges from July 23, 2017, to August 22, 2017. Please note this is a bill for two months of service. Although you claim that you only had the service for three days, our records reveal account activity during that time frame, including a technician visit. When I spoke with you by telephone today, I advised you that as an exception I applied a credit of $107.76 to your account for the prorated monthly charges. Since you downgraded your service from the America’s Top 200 package to the Flex Pack at the same time, your balance was reduced from $257.27 to $97.46. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
March 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your correspondence, dated March 3, 2016, filed with the Revdex.com. You stated that you have experienced ongoing and unresolved signal loss with your DISH Network service, and your most recent technician visit did not resolve the matter. Additionally, your monthly bill has increased. You requested that these matter be corrected. When we spoke on March 8, 2016, I offered you a free technician visit, scheduled for March 12, 2016. We also reviewed your billing and as a courtesy, I waived the charge for your HDMI cable. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
January 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. You indicated that you did not accept the resolution offered. You were dissatisfied with the six to eight weeks required to reissue and ship the replacement gift card. While we regret that you do not agree with the solution provided, we are unable to expedite the reissue process. In consideration for the inconvenience, I did apply a $10.00 monthly credit to your account for six months. To follow up on the gift card status, you can call [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
April 19, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 15, 2016, we received your correspondence, dated April 14, 2016, filed with the Revdex.com. You said you established your account with the Digital Home Advantage (DHA) promotion with a three-year price guarantee. However, you maintain that you did not authorize the $49.99 payment that was collected at the time of sale. You disputed the balance of $571.91. You established your account through Dish One Satellite LLC., an independent retailer. We encourage you to contact the retailer directly at [redacted] to discuss the $49.99 payment. When we spoke today, I advised you that the balance of $571.91 was previously removed on April 10, 2016. You accepted this resolution. We appreciate your feedback and your concerns will be addressed internally with the appropriate personnel. 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 [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]
August 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 10, 2017, we received your complaint, dated August 9, 2017, filed with the Revdex.com. You said that you agreed to TV service with us and internet with [redacted] for a bundled account. However, you were told that you would not have a bundled account and that you would be billed separately. You asked that we honor the offer made or release you from your contract. When we spoke, I told you that I reviewed your sales call recording and found that you were offered WindStream internet. You agreed, but said you found that you didn’t live within their service area. You contacted our customer service and they provided you with [redacted]. I told you that we are unable to bundle a DISH Network and WindStream account. Therefore, I agreed to release you from your contract. You accepted my offer and agreed to have your account disconnected with DISH Network on August 31, 2017. I also provided you with our equipment return disclosures. 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]
July 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 22, 2016, we received your complaint, dated July 20, 2016, filed with the Revdex.com. My attempts to reach you by phone on July 26, 27 and 28, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said the check payment you sent was never presented to your bank. You disputed the $10.00 return check fee and the fact that we have blocked check payments from the account for six months. Our check are electronically scanned--they are not manually entered--which leaves little room for error. As a courtesy, I waived the $10.00 return check fee and I removed the check payment block from Mr. Elizondo’s account, but no further compensation will be provided. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response /* (1000, 4, 2015/05/20) */
May 18, 2015
Ms. [redacted] St.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 18, 2015, we received your complaint, dated May 15, 2015, filed with the...
Revdex.com.
You maintain that when DISH Network was unable to provide you with bundled services due to a line of sight issue, you called to cancel the account but you were unaware that the phone and internet services were left active. You disputed the early termination fee and charges.
A review of your account reveals that, while the television services were unable to be installed by the DISH Network technician, the phone and internet services activated automatically. Additionally, the customer service agent who processed your cancellation request did not follow the correct procedure, and as a result, left the phone and internet service active until you called back to request cancellation of all services.
When we spoke today, I advised you that I would waive the early termination fee and all charges for phone and internet services. Your account now has a zero balance.
We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
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: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, [redacted] 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Mr. Ford: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said you were informed that you have 30 days to disconnect your DISH Network account without penalty. When we spoke today, I confirmed that your account was...
disconnected 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 ###-###-####
April 27, 2017 [redacted]
* Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On April 20, 2017, we received your correspondence, dated April 19, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on April 25, 26 and 27, 2017, and I left three voice messages. When I called [redacted], there was no option to leave a message. I also sent an email to you at [redacted]. You said that a technician was unable to access your roof to upgrade your equipment. You requested a credit for programming I would like to schedule a free DISH’n It Up equipment upgrade for the Whole Home Hopper 3 system. Please contact me directly and I will schedule a Field Service Manager to perform the installation. As a courtesy, I applied a credit of $49.99 to your account for one month of the America’s Top 120+ 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]
Dear Ms. [redacted]: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com. You said that you were told your rate would be $38.99 a month and that this rate is not being honored. You requested that we honor the rate you were quoted and provide...
a credit for the month you were billed more. When we spoke by phone, I told you that our records don’t reflect that we offered you a rate of $38.99. On June 1, 2015, we offered you a $40.00 monthly credit for six months. We provided the credit and at this point no further credits will be offered. I also advised you that I will forward the information about the agents with whom you spoke to the appropriate personnel. 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 ###-###-####
July 20, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On July 12, 2016, we received your correspondence, dated July 11, 2016, filed with the Revdex.com. You said you agreed to the Hopper upgrade with a two-year commitment. You expressed concern with the Tribune Broadcasting Company channel takedown, and you disputed the early termination fee. I attempted to reach you at [redacted] on July 13, 19 and 20, 2016, and I left three voice messages. Although you returned my call, we were unable to speak directly. Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected our proposal to pursue an immediate, fair and binding solution to restore its blacked-out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. In the interest of resolving this matter, I made an exception and removed the $280.00 early termination fee from your account. To avoid unreturned equipment fees, please return the equipment to DISH Network. A return box and label will be delivered to your address by UPS. 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
Dear Mr. [redacted]: On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. You said that your bank account was debited without warning and you requested a refund. When we spoke, I advised you that the refund was sent to your bank on January...
22, 2016. Our records indicate that you were sent an email advising you of the automatic charge for unreturned equipment on November 12, 2015. 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 ###-###-####. Sincerely, [redacted] 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, 2015/10/16) */
October 13, 2015
[redacted]
XXX XXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015, filed with the...
Revdex.com.
You said that your local channels were added at $5.00 per month when you removed the MultiSport package. You requested that your bill remain the same.
I attempted to reach you at (XXX) XXX-XXXX on October 8, 12 and 13, 2015, and I left three voicemails.
In my last message I explained that DISH Network stopped offering programming packages without locals several years ago, as we reached near total coverage for local channels. Customers who subscribed to no-local packages were grandfathered until any changes were made to their accounts. As you removed the MultiSport package, the locals were added automatically.
As I advised you in my message, because we appreciate your business, I applied a monthly $5.00 credit for 24 months on top of the monthly $5.00 credit for 12 months that you were receiving for this issue. We sincerely regret any inconvenience this 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]
February 12, 2018 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 28, 2018, filed with the Revdex.com. You maintain that when you called to schedule a move, you did not agree to service or an installation. You indicated that a technician visit was scheduled only to assess the area and the system was never installed. You stated that you have not received a copy an agreement. When I spoke with you by telephone today, I advised you that a review of the call on November 13, 2017, reveals that you verbally agreed to activate your service with the America's Top 200 package and a promotional rate of $95.00 per month. You accepted the terms and conditions of a new 24-month agreement that were disclosed by the agent as well as the telephone automated system. However, as the system was never installed, I removed the $230.00 early termination fee and the remaining balance of $15.90 from your account. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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]
March 20, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 20, 2017, we received your complaint, dated March 17, 2017, filed with the Revdex.com. You maintain that you were told that you had a trial period when you ordered dishNET internet service. As I explained when we spoke, I reviewed all calls on the account associated with internet service and I found no offer was made for a trial period. We were contacted on May 11, 2016, February 1, 2017, and February 2, 2017. Internet service was ordered on the third call. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
November 3, 2016 Dear Ms. [redacted]: On November 2, 2016, we received your rebuttal, dated November 1, 2016, filed with the Revdex.com. You indicated that DISH Network has not provided you with a written response to your complaint. Additionally, you have not received your $80.02 refund that was issued on October 6, 2016. You would like these matters addressed. When we spoke on October 31, 2016, I explained that your copy of my written response was being mailed that day, and I offered to have the refund researched. As of today, a Stop Payment was placed on the refund check, and it is in the process of being reissued. I have requested that this process be expedited. Additionally, I emailed you a copy of the letter mailed on October 31, 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 ###-###-####
October 19, 2016 Dear Mr. [redacted]: On October 17, 2016, we received your rebuttal, dated October 11, 2016, filed with the Revdex.com. You said that you are rejecting my response, but you didn’t provide any detail indicating why. While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. 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 ###-###-####
January 24, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 17, 2018, we received your rebuttal, dated January 16, 2018, filed with the Revdex.com. You disagreed with my response regarding the DISH Pause and DISH Move-In Deal. You also expressed the following concerns: · Sale of service · Programming · Refund · Return box and label · Customer service As previously explained, a review of your recorded calls revealed that our agents provided accurate information regarding the DISH Pause and Move-In Deal. You agreed to the DISH Pause terms and to pay $50.00 for the relocation of your service to a new address. I made an exception and waived your term commitment. Our records reveal that you established your service under the Flex 24 promotion with a 24-month commitment through Infinity Sales Group LLC., an independent retailer. This is a pay-in-advance account, and payments are required to be collected upfront for service. A review of your sales call revealed the agent disclosed that a payment will be due upfront for the activation fee, receiver upgrade fee, and one month of service. Our records show a payment of $110.03 was collected for these fees. The agent also informed you of the $49.99 retail processing fee. In addition, the agent offered you the Latino Plus package, which you agreed to receive. Furthermore, the agent disclosed the terms of the promotion. Although you agreed to the Latino Plus package, when the service was installed on December 9, 2017, the programming was changed to the America’s Top 120 package at your request. As a result, a payment of $39.72 was due immediately. During this call our agent explained the terms of your pay-in-advance service and you authorized the payment to be collected. Your account was interrupted due to nonpayment on January 9, 2018. We are unable to honor your refund request. A return box and label will be delivered to your address by [redacted]. We appreciate your feedback and we regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]