Initial Business Response /* (1000, 5, 2015/11/06) */
November 3, 2015
[redacted]
[redacted] H [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 29, 2015, we received your correspondence, dated October...
28, 2015, filed with the Revdex.com.
You stated that you experienced reoccurring signal loss with your DISH Network service. You made several unsuccessful attempts to resolve the matter which led you to disconnect your service. You continued to be billed for the internet service until it was disconnected in April 2015. You have also been billed for an early termination fee and for unreturned equipment. All of the leased equipment was returned and you requested that the early termination fee be waived. You are asking that the $371.90 balance be resolved and removed from your credit report.
When we spoke on October 29, 2015, I agreed to resolve the $370.90 balance, as a courtesy. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Re: Revdex.com Complaint # [redacted] 8[redacted]0 Dear Mr. [redacted]: On April 27, 2016, we received your complaint, dated April 26, 2016, filed with...
the Revdex.com. You disputed the signature on your agreement and you requested to have your early termination fee waived. When we spoke, I advised you that our records indicate that you were advised of the 24-month commitment prior to initiating your DISH Network account. While you received the benefits of the 24-month commitment, including a free installation and discounted pricing for the first 12 months, and even though our records indicate that you agreed to the terms of the commitment, I made an exception and waived your early termination fee. Please contact us at ###-###-#### when you wish to disconnect your account. 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 ###-###-####
Dear Ms. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. You expressed concern with the early termination fees to disconnect your service. You maintain that you did not receive the internet service as promised. You also...
stated that you were required to obtain TV service. Your internet and TV services were activated on September 17, 2015, with a 24-month commitment for each service. Our records reveal that the term commitment for your internet service was waived on December 21, 2015, and the service was canceled on December 23, 2015, leaving the TV service active. A review of the sales call found that you inquired about internet and TV services in your area. We did not find that the representative told you TV service was required with the internet service, or that you indicated at any time that TV service was not needed or wanted. When I spoke with you by phone today, I advised you that we are unable to waive the 24-month commitment for your TV service. An early termination fee will apply if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
[redacted] Dear Mr. [redacted]: On January 27, 2017, we received your complaint, dated January 24, 2017, filed with the Revdex.com. You said that a hose for your washer was damaged during a service call that took place at your home. You purchased a new hose and contacted [redacted] regarding being reimbursed, but you were denied. You ask that we reimburse you. When we spoke by phone, I informed you that we will reimburse you for the cost of the hose. A refund of $32.46 will be mailed to you within seven to ten business days. 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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 21, 2017 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you canceled because you experienced weather-related technical issues, and you requested that the fee be reduced or waived. Your DISH Network service was activated on March 21, 2017, with a 24-month commitment. While heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service, the service will return after the weather condition has passed. Our records do not reflect that you contacted us regarding any technical issues with your service. When you contacted us to cancel your service on October 9, 2017, you indicated that you went with a different provider to receive bundled services. Your service was disconnected as you requested. Since your term commitment was not fulfilled, an early termination fee of $360.00 was applied to your account. You were also charged a $12.00 equipment return fee, bringing your total balance to $340.80. Our records show that you spoke with Mr. Luke C[redacted] from our Executive Escalations Team on December 16, 2017. As a courtesy he applied a credit of $100.00 to your account, reducing your balance to $240.80. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/26) */
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 12, 2015, we received your complaint, dated May 6, 2015, filed with the Better Business...
Bureau.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on May 13, 15 and 21, 2015, and I left three messages.
You expressed concern with the following issues:
DISH Pause
Early termination fee
Customer service
You indicated that the customer service representative who offered to place your account on pause did not inform you that your 24-month agreement would be extended.
The Digital Home Advantage (DHA) agreement is a commitment for 24 consecutive months of programming and it requires a minimum programming package. When an account is placed on pause, the minimum required package is not met. Therefore, when the service is reactivated, the commitment is extended by the number of months that the account was paused.
You disputed the early termination fee that was applied to your account because you were forced to move and your new place of residence did not allow the satellite dish to be installed. You requested a settlement for the early termination fee.
This account was activated under the DHA 24-month agreement (copy enclosed). It states that you are still bound by the agreement if you change your residence. However, as an exception, I removed the $260.00 early termination fee.
I apologize on behalf of DISH Network for the customer service you received. We strive to provide excellent service and we regret that this experience was unfavorable. We thank you for bringing this to our attention.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges. You maintain that you were told a monthly discount would be applied for two years. You also said you were advised that you could not reduce your programming package. Your service was activated on February 11, 2015, with a 24-month commitment. A review of the sales call recording revealed that the correct pricing information was disclosed. The representative told you that a $35.00 monthly discount would apply for the first year, making your monthly rate $65.99 plus tax. After the first year, it would increase to the normal monthly rate which is $116.99 plus tax. Please be advised that your programming package can be changed at any time. We appreciate that you brought your customer service concern to our attention so that we may address it internally with the appropriate personnel. When I spoke with you by phone on January 12, 2016, I advised you that we are unable to extend the monthly discount for the second year of service; however, your package can be changed to reduce your monthly price. Although you indicated that you would call me back to go over the available package, I did not receive a call. Your currently subscribe to the following services: · America’s Top 200 $79.99 · DVR service fee $12.00 · DISH Movie pack $5.00 for six months (regularly $10.00) · Protection Plan $8.00 · Two Joey receivers $14.00 (7.00 each) · Encore movies $3.00 for six months (regularly $6.00) Please note that your basic package can be changed to the America’s Top 120 package ($64.99) or the Smart package ($36.99). While the DVR service fee and Joey receiver fees cannot be removed because they are based on the equipment on your account, the other services can be removed at any time. You may contact me or our Customer Service Department at 1-800-333-3474 to make any programming changes on your account. The changes may also be made through our website at www.mydish.com. 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] Dear Ms. [redacted]: On March 10, 2017, we received your complaint, dated March 9, 2017, filed with the Revdex.com. You said that when you moved your service to your new home, you only had three out of the four leased receivers installed. You said that you have been billed for this 4th receiver since June 2014. You requested that we provide you with a credit for the time you paid for the extra receiver when it wasn’t in use. When we spoke, I confirmed that the technician installed three receivers in your home in June 2014. I informed you that our records reflect that you did not contact us to disable the receiver that was not installed. I advised you that customers are responsible for reporting billing errors in a timely fashion. I offered you a one-time courtesy credit of $112.00, which you accepted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
October 4, 2016 Ms. Lana K. Savage 105 Sparks Cir. Alpena, AR 72611 Re: Revdex.com Complaint # 11741403 8255909079972664-3559727...
Dear Ms. Savage: On October 4, 2016, we received your complaint, dated September 29, 2016, filed with the Revdex.com. You requested a refund of all payments you have made due to loss of line of sight for your satellite dish. When we spoke, you indicated that you were unavailable to discuss the issue and you accepted my offer of a written response. A review of your account does not reveal ongoing technical issues reported. We received three technical assistance calls, one in January 2016, one in February 2016, and one in September 2016. Between those calls we received no contact concerning any signal issues. Additionally, our records indicate that you are able to receive a line of sight if you trim the tree branch blocking your signal, but you declined to do so. As such, our Office of the President agent with whom you spoke waived your early termination fee, as a courtesy. As we have no record that you did not have service for the majority of the duration of your account, and as we are able to provide you with service, we are unable to honor your request for a refund. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave Simons Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 David Laslo
February 16, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 13, 2017, we received your correspondence, dated February 12, 2017, filed with the Revdex.com. You expressed concern with the billing and the charge of $6.99 for a free Pay-Per-View (PPV) offer. You also expressed dissatisfaction with the customer service you received. When we spoke on February 15, 2017, I informed you that the $6.99 PPV charge was removed from your account. Going forward, please redeem any PPV coupons through your online account at www.mydish.com. During our conversation, you stated that you made a payment in early December 2016 for $123.88 and it did not post to your account. You said you faxed in a copy of your bank statement showing this transaction on December 20, 2016. After further review, I was unable to locate the fax. To resolve this matter, I applied a credit of $123.88 to your account and I removed two $7.00 late fees. The amount due for the service period of February 25, 2017, through March 24, 2017, is $124.88. I attempted to reach you today at [redacted]. I left a voice message. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. Your concerns will be shared internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] [redacted]
[redacted]
[redacted]
[redacted] Dear Ms. [redacted] On February 8, 2017, we received your complaint, dated February 7, 2017, filed with the Revdex.com. You said that you experienced technical issues and you expressed concern about the level of customer service you received. When we spoke, I advised you that I reviewed every call associated with your account. We received one technical support call from you--on August 27, 2016. The first discussion concerning disconnection was on October 29, 2016, when you advised our agent that you would contact us at a later date to disconnect your account. On December 23, 2016, you requested to disconnect your account. As your service was interrupted due to non-payment on December 3, 2016, your billing was backdated to that date when your account was disconnected on January 2, 2017. Since we have no record of ongoing technical issues, and as we have no record of the requests to disconnect that you said you made, we are unable to adjust your balance for this issue. As I informed you, your current balance of $789.91 will be reduced to $317.26 once your leased equipment is returned. 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]
January 19, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 11, 2018, we received your complaint, dated January 10, 2018, filed with the Revdex.com. You maintain that satellite internet speeds are being altered to force customers to upgrade their internet service. You requested that the internet speeds be restored or to be released from your term commitment. I attempted to reach you at ([redacted] on January 17, 18 and 19, 2018. I left three voice messages. I also sent an email to [redacted]. Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the internet service in a 30-day period before speeds are slowed. Each service package has its usage thresholds for uploading and downloading within a 30-day period. Common causes of high usage include the following: Downloading or streaming media (movies, TV, music video conferencing): 4.5 gigs on average for a HD movie Using download or streaming services (YouTube, HBO Go, etc.) Unsecured wireless router Smartphone/tablet using wireless connection There are different reasons that the internet speed would decrease. It depends on the time of day and local traffic, as well as the actual usage location. Our records reveal that a technician visit was completed on January 2, 2018, and the equipment was replaced. A review of your call from January 10, 2018, reveals that our agent attempted to troubleshoot the internet speed, but you were not at home and able to address the issue. In the interest of coming to agreement, I made an exception and waived your internet early termination fee. You may cancel your internet service at any time without penalty. 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]
February 26, 2016 Mr. [redacted]. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You said that your credit report reflects that you owe DISH Network money, and you disputed this. You requested that the charges be waived, and for your credit report to be amended. When we spoke I told you that when your DISH Network account was closed, it was done so with a zero balance. I advised you that I will need a copy of your credit report in order to assist you. You agreed to forward me a copy. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted] Tell us why here...
Initial Business Response /* (1000, 4, 2015/12/14) */
December 10, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with...
the Revdex.com.
You said that you referred three friends for DISH Network service, but you were advised that you do not qualify for the Refer-A-Friend promotion.
I added the tag to your account that confirms your eligibility to receive the Xbox One and you advised me that you had submitted your code online.
We sincerely regret any confusion or 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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by someone on the executive escalation team and the issue was corrected. I appreciate that they honored the promotion.
August 18, 2016 Dear Ms. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You said that you are having billing issues and you need assistance. When we spoke by phone, you said that...
you agreed to a rate of $53.00 to receive the America’s Top 200 programming package. I reviewed the recording of your sales call and I found that you agreed to receive our Smart Pack for $53.70. I informed you that the best rate we can offer on the America’s Top 200 is $74.99, plus tax. I advised you that I can reduce your early termination fee from $480.00 to $99.00, if you choose to disconnect your account. I also offered the Flex programming package for $44.99, plus tax. You agreed to receive the Flex package for the time being. You said that you would call me back if you decide to disconnect your service or upgrade your programming. 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, 2015/07/10) */
July 6, 2015
Mr. [redacted]
XXXX XXXst [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your complaint, dated June 30, 2015,...
filed with the Revdex.com.
You indicated that when two door-to-door salesmen came to your house, you thought you were upgrading your Comcast equipment and instead the DISH Network system was installed. Your wife did not understand the equipment and you disconnected the service.
When I spoke with you by telephone today, I apologized for the information you received. I forwarded your feedback regarding the sales representatives for further research.
I removed the $480.00 early termination fee and the remaining balance of $132.69. I also removed the first month's bill of $69.08 and submitted a refund.
Please return the Hopper and [redacted] and remotes to avoid any unreturned equipment fees. Please 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 (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
[redacted]
[redacted] XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/20) */
May 19, 2015
Mr. [redacted]
[redacted] S. [redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 15, 2015, we received your complaint, dated May 14, 2015, filed with the Better...
Business Bureau.
You said that you were told you would have to pay an early termination fee if you disconnected your account due to an equipment upgrade you agreed to;however, you stated that you decided to not upgrade your equipment and therefore, should not be held to the contract.
When we spoke by phone, I explained that our records reflect that the contract was removed from your account on April 30, 2015. I apologized for the inaccurate information you received and agreed to close your account. I advised you that you will not be charged an early termination fee and I agreed to remove the balance from your account and waive your return shipping fee.
I informed you that your account is paid in full and to return your leased equipment to avoid unreturned equipment fees.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because my requests were met, however I never agreed to an equipment upgrade of which they have failed to provide a contract indicating so.
Initial Business Response /* (1000, 4, 2015/05/20) */
May 15, 2015
Mr. [redacted] E. [redacted] St.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 13, 2015, we received your correspondence, dated May 12, 2015, filed with...
the Revdex.com.
You stated that you contacted DISH Network in November 2014 and requested that your service be disconnected; however, your account was placed on DISH Pause. Once the maximum nine-month time frame expired, your programming was automatically reactivated. Your account is now disconnected, but there is a balance owed for your early termination fee and programming. Since your account was not disconnected as you requested, you asked that this account balance be resolved.
When we spoke today, I confirmed that your account is disconnected and I agreed to waive your early termination fee, resolving the account balance. You stated that this concludes the matter.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have voice recording that states 2 separate employees told me early termination fee would be waived. As I have already stated the conversations where between customer service as well as tech support. And the internet, according to tech support was improperly installed and that was the reasoning behind my internet only working intermittently. I REFUSE TO PAY THE EARLY TERMINATION FEES AND I WILL TAKE THIS TO COURT BECAUSE I AM RIGHT AND I HAVE PROOF
Sincerely,
[redacted]
October 3, 2016 Dear Mr. [redacted]: On October 26, 2016, we received your complaint, dated October 23, 2016, filed with the Revdex.com. You said that your mother’s DISH Network account was not disconnected when you requested that it be. On...
behalf of DISH Network, please accept my sincere condolences for your loss. When we spoke, I advised you that I backdated the disconnection of the account and a refund of $67.15 is being processed. 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, 2015/11/06) */
November 3, 2015
[redacted]
[redacted] H [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 29, 2015, we received your correspondence, dated October...
28, 2015, filed with the Revdex.com.
You stated that you experienced reoccurring signal loss with your DISH Network service. You made several unsuccessful attempts to resolve the matter which led you to disconnect your service. You continued to be billed for the internet service until it was disconnected in April 2015. You have also been billed for an early termination fee and for unreturned equipment. All of the leased equipment was returned and you requested that the early termination fee be waived. You are asking that the $371.90 balance be resolved and removed from your credit report.
When we spoke on October 29, 2015, I agreed to resolve the $370.90 balance, as a courtesy. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Re: Revdex.com Complaint # [redacted] 8[redacted]0 Dear Mr. [redacted]: On April 27, 2016, we received your complaint, dated April 26, 2016, filed with...
the Revdex.com. You disputed the signature on your agreement and you requested to have your early termination fee waived. When we spoke, I advised you that our records indicate that you were advised of the 24-month commitment prior to initiating your DISH Network account. While you received the benefits of the 24-month commitment, including a free installation and discounted pricing for the first 12 months, and even though our records indicate that you agreed to the terms of the commitment, I made an exception and waived your early termination fee. Please contact us at ###-###-#### when you wish to disconnect your account. 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 ###-###-####
Dear Ms. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. You expressed concern with the early termination fees to disconnect your service. You maintain that you did not receive the internet service as promised. You also...
stated that you were required to obtain TV service. Your internet and TV services were activated on September 17, 2015, with a 24-month commitment for each service. Our records reveal that the term commitment for your internet service was waived on December 21, 2015, and the service was canceled on December 23, 2015, leaving the TV service active. A review of the sales call found that you inquired about internet and TV services in your area. We did not find that the representative told you TV service was required with the internet service, or that you indicated at any time that TV service was not needed or wanted. When I spoke with you by phone today, I advised you that we are unable to waive the 24-month commitment for your TV service. An early termination fee will apply if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
January 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 27, 2017, we received your complaint, dated January 24, 2017, filed with the Revdex.com. You said that a hose for your washer was damaged during a service call that took place at your home. You purchased a new hose and contacted [redacted] regarding being reimbursed, but you were denied. You ask that we reimburse you. When we spoke by phone, I informed you that we will reimburse you for the cost of the hose. A refund of $32.46 will be mailed to you within seven to ten business days. 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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 21, 2017 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you canceled because you experienced weather-related technical issues, and you requested that the fee be reduced or waived. Your DISH Network service was activated on March 21, 2017, with a 24-month commitment. While heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service, the service will return after the weather condition has passed. Our records do not reflect that you contacted us regarding any technical issues with your service. When you contacted us to cancel your service on October 9, 2017, you indicated that you went with a different provider to receive bundled services. Your service was disconnected as you requested. Since your term commitment was not fulfilled, an early termination fee of $360.00 was applied to your account. You were also charged a $12.00 equipment return fee, bringing your total balance to $340.80. Our records show that you spoke with Mr. Luke C[redacted] from our Executive Escalations Team on December 16, 2017. As a courtesy he applied a credit of $100.00 to your account, reducing your balance to $240.80. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/26) */
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 12, 2015, we received your complaint, dated May 6, 2015, filed with the Better Business...
Bureau.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on May 13, 15 and 21, 2015, and I left three messages.
You expressed concern with the following issues:
DISH Pause
Early termination fee
Customer service
You indicated that the customer service representative who offered to place your account on pause did not inform you that your 24-month agreement would be extended.
The Digital Home Advantage (DHA) agreement is a commitment for 24 consecutive months of programming and it requires a minimum programming package. When an account is placed on pause, the minimum required package is not met. Therefore, when the service is reactivated, the commitment is extended by the number of months that the account was paused.
You disputed the early termination fee that was applied to your account because you were forced to move and your new place of residence did not allow the satellite dish to be installed. You requested a settlement for the early termination fee.
This account was activated under the DHA 24-month agreement (copy enclosed). It states that you are still bound by the agreement if you change your residence. However, as an exception, I removed the $260.00 early termination fee.
I apologize on behalf of DISH Network for the customer service you received. We strive to provide excellent service and we regret that this experience was unfavorable. We thank you for bringing this to our attention.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 15, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges. You maintain that you were told a monthly discount would be applied for two years. You also said you were advised that you could not reduce your programming package. Your service was activated on February 11, 2015, with a 24-month commitment. A review of the sales call recording revealed that the correct pricing information was disclosed. The representative told you that a $35.00 monthly discount would apply for the first year, making your monthly rate $65.99 plus tax. After the first year, it would increase to the normal monthly rate which is $116.99 plus tax. Please be advised that your programming package can be changed at any time. We appreciate that you brought your customer service concern to our attention so that we may address it internally with the appropriate personnel. When I spoke with you by phone on January 12, 2016, I advised you that we are unable to extend the monthly discount for the second year of service; however, your package can be changed to reduce your monthly price. Although you indicated that you would call me back to go over the available package, I did not receive a call. Your currently subscribe to the following services: · America’s Top 200 $79.99 · DVR service fee $12.00 · DISH Movie pack $5.00 for six months (regularly $10.00) · Protection Plan $8.00 · Two Joey receivers $14.00 (7.00 each) · Encore movies $3.00 for six months (regularly $6.00) Please note that your basic package can be changed to the America’s Top 120 package ($64.99) or the Smart package ($36.99). While the DVR service fee and Joey receiver fees cannot be removed because they are based on the equipment on your account, the other services can be removed at any time. You may contact me or our Customer Service Department at 1-800-333-3474 to make any programming changes on your account. The changes may also be made through our website at www.mydish.com. 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
March 14, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On March 10, 2017, we received your complaint, dated March 9, 2017, filed with the Revdex.com. You said that when you moved your service to your new home, you only had three out of the four leased receivers installed. You said that you have been billed for this 4th receiver since June 2014. You requested that we provide you with a credit for the time you paid for the extra receiver when it wasn’t in use. When we spoke, I confirmed that the technician installed three receivers in your home in June 2014. I informed you that our records reflect that you did not contact us to disable the receiver that was not installed. I advised you that customers are responsible for reporting billing errors in a timely fashion. I offered you a one-time courtesy credit of $112.00, which you accepted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
October 4, 2016 Ms. Lana K. Savage 105 Sparks Cir. Alpena, AR 72611 Re: Revdex.com Complaint # 11741403 8255909079972664-3559727...
Dear Ms. Savage: On October 4, 2016, we received your complaint, dated September 29, 2016, filed with the Revdex.com. You requested a refund of all payments you have made due to loss of line of sight for your satellite dish. When we spoke, you indicated that you were unavailable to discuss the issue and you accepted my offer of a written response. A review of your account does not reveal ongoing technical issues reported. We received three technical assistance calls, one in January 2016, one in February 2016, and one in September 2016. Between those calls we received no contact concerning any signal issues. Additionally, our records indicate that you are able to receive a line of sight if you trim the tree branch blocking your signal, but you declined to do so. As such, our Office of the President agent with whom you spoke waived your early termination fee, as a courtesy. As we have no record that you did not have service for the majority of the duration of your account, and as we are able to provide you with service, we are unable to honor your request for a refund. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave Simons Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 David Laslo
February 16, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 13, 2017, we received your correspondence, dated February 12, 2017, filed with the Revdex.com. You expressed concern with the billing and the charge of $6.99 for a free Pay-Per-View (PPV) offer. You also expressed dissatisfaction with the customer service you received. When we spoke on February 15, 2017, I informed you that the $6.99 PPV charge was removed from your account. Going forward, please redeem any PPV coupons through your online account at www.mydish.com. During our conversation, you stated that you made a payment in early December 2016 for $123.88 and it did not post to your account. You said you faxed in a copy of your bank statement showing this transaction on December 20, 2016. After further review, I was unable to locate the fax. To resolve this matter, I applied a credit of $123.88 to your account and I removed two $7.00 late fees. The amount due for the service period of February 25, 2017, through March 24, 2017, is $124.88. I attempted to reach you today at [redacted]. I left a voice message. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. Your concerns will be shared internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] [redacted]
[redacted]
[redacted]
February 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted] On February 8, 2017, we received your complaint, dated February 7, 2017, filed with the Revdex.com. You said that you experienced technical issues and you expressed concern about the level of customer service you received. When we spoke, I advised you that I reviewed every call associated with your account. We received one technical support call from you--on August 27, 2016. The first discussion concerning disconnection was on October 29, 2016, when you advised our agent that you would contact us at a later date to disconnect your account. On December 23, 2016, you requested to disconnect your account. As your service was interrupted due to non-payment on December 3, 2016, your billing was backdated to that date when your account was disconnected on January 2, 2017. Since we have no record of ongoing technical issues, and as we have no record of the requests to disconnect that you said you made, we are unable to adjust your balance for this issue. As I informed you, your current balance of $789.91 will be reduced to $317.26 once your leased equipment is returned. 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]
January 19, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 11, 2018, we received your complaint, dated January 10, 2018, filed with the Revdex.com. You maintain that satellite internet speeds are being altered to force customers to upgrade their internet service. You requested that the internet speeds be restored or to be released from your term commitment. I attempted to reach you at ([redacted] on January 17, 18 and 19, 2018. I left three voice messages. I also sent an email to [redacted]. Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the internet service in a 30-day period before speeds are slowed. Each service package has its usage thresholds for uploading and downloading within a 30-day period. Common causes of high usage include the following: Downloading or streaming media (movies, TV, music video conferencing): 4.5 gigs on average for a HD movie Using download or streaming services (YouTube, HBO Go, etc.) Unsecured wireless router Smartphone/tablet using wireless connection There are different reasons that the internet speed would decrease. It depends on the time of day and local traffic, as well as the actual usage location. Our records reveal that a technician visit was completed on January 2, 2018, and the equipment was replaced. A review of your call from January 10, 2018, reveals that our agent attempted to troubleshoot the internet speed, but you were not at home and able to address the issue. In the interest of coming to agreement, I made an exception and waived your internet early termination fee. You may cancel your internet service at any time without penalty. 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]
February 26, 2016 Mr. [redacted]. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You said that your credit report reflects that you owe DISH Network money, and you disputed this. You requested that the charges be waived, and for your credit report to be amended. When we spoke I told you that when your DISH Network account was closed, it was done so with a zero balance. I advised you that I will need a copy of your credit report in order to assist you. You agreed to forward me a copy. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted] Tell us why here...
Initial Business Response /* (1000, 4, 2015/12/14) */
December 10, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with...
the Revdex.com.
You said that you referred three friends for DISH Network service, but you were advised that you do not qualify for the Refer-A-Friend promotion.
I added the tag to your account that confirms your eligibility to receive the Xbox One and you advised me that you had submitted your code online.
We sincerely regret any confusion or 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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by someone on the executive escalation team and the issue was corrected. I appreciate that they honored the promotion.
August 18, 2016 Dear Ms. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You said that you are having billing issues and you need assistance. When we spoke by phone, you said that...
you agreed to a rate of $53.00 to receive the America’s Top 200 programming package. I reviewed the recording of your sales call and I found that you agreed to receive our Smart Pack for $53.70. I informed you that the best rate we can offer on the America’s Top 200 is $74.99, plus tax. I advised you that I can reduce your early termination fee from $480.00 to $99.00, if you choose to disconnect your account. I also offered the Flex programming package for $44.99, plus tax. You agreed to receive the Flex package for the time being. You said that you would call me back if you decide to disconnect your service or upgrade your programming. 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, 2015/07/10) */
July 6, 2015
Mr. [redacted]
XXXX XXXst [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your complaint, dated June 30, 2015,...
filed with the Revdex.com.
You indicated that when two door-to-door salesmen came to your house, you thought you were upgrading your Comcast equipment and instead the DISH Network system was installed. Your wife did not understand the equipment and you disconnected the service.
When I spoke with you by telephone today, I apologized for the information you received. I forwarded your feedback regarding the sales representatives for further research.
I removed the $480.00 early termination fee and the remaining balance of $132.69. I also removed the first month's bill of $69.08 and submitted a refund.
Please return the Hopper and [redacted] and remotes to avoid any unreturned equipment fees. Please 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 (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
[redacted]
[redacted] XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/20) */
May 19, 2015
Mr. [redacted]
[redacted] S. [redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 15, 2015, we received your complaint, dated May 14, 2015, filed with the Better...
Business Bureau.
You said that you were told you would have to pay an early termination fee if you disconnected your account due to an equipment upgrade you agreed to;however, you stated that you decided to not upgrade your equipment and therefore, should not be held to the contract.
When we spoke by phone, I explained that our records reflect that the contract was removed from your account on April 30, 2015. I apologized for the inaccurate information you received and agreed to close your account. I advised you that you will not be charged an early termination fee and I agreed to remove the balance from your account and waive your return shipping fee.
I informed you that your account is paid in full and to return your leased equipment to avoid unreturned equipment fees.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because my requests were met, however I never agreed to an equipment upgrade of which they have failed to provide a contract indicating so.
Initial Business Response /* (1000, 4, 2015/05/20) */
May 15, 2015
Mr. [redacted] E. [redacted] St.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 13, 2015, we received your correspondence, dated May 12, 2015, filed with...
the Revdex.com.
You stated that you contacted DISH Network in November 2014 and requested that your service be disconnected; however, your account was placed on DISH Pause. Once the maximum nine-month time frame expired, your programming was automatically reactivated. Your account is now disconnected, but there is a balance owed for your early termination fee and programming. Since your account was not disconnected as you requested, you asked that this account balance be resolved.
When we spoke today, I confirmed that your account is disconnected and I agreed to waive your early termination fee, resolving the account balance. You stated that this concludes the matter.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have voice recording that states 2 separate employees told me early termination fee would be waived. As I have already stated the conversations where between customer service as well as tech support. And the internet, according to tech support was improperly installed and that was the reasoning behind my internet only working intermittently. I REFUSE TO PAY THE EARLY TERMINATION FEES AND I WILL TAKE THIS TO COURT BECAUSE I AM RIGHT AND I HAVE PROOF
Sincerely,
[redacted]
October 3, 2016 Dear Mr. [redacted]: On October 26, 2016, we received your complaint, dated October 23, 2016, filed with the Revdex.com. You said that your mother’s DISH Network account was not disconnected when you requested that it be. On...
behalf of DISH Network, please accept my sincere condolences for your loss. When we spoke, I advised you that I backdated the disconnection of the account and a refund of $67.15 is being processed. 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 ###-###-####