Complaint: [redacted]
I am rejecting this response because:Dear DishNetwork Dispute Resolution SpecialistSomeone from your office did call me and explained the service form I signed for the service man was indeed the same form you used for me releasing you from all valid damages. The only form I signed was for the service man, he said it was to get him paid for coming. He would turn it in and then you would contact me on how to resolve the issue. I was never offered a copy of the form and still have not seen one to this date. Furthermore I would never say "I would have like the hole near the baseboard but 5 ft up the wall would be fine" because it is not.
Sincerely,
[redacted]
Dear Ms. [redacted]: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com. You stated that you have experienced an ongoing problem with the auto-payment on your DISH Network account. Your attempts to resolve the matter have been unsuccessful and...
resulted in a disconnection and a service interruption. You requested that this matter be corrected permanently. When we spoke on April 6, 2016, I verified that this issue was addressed by Mr. [redacted], a DISH Network Dispute Resolution Specialist, on April 4, 2016. You stated that you wished to confirm this resolution with the automatic withdrawal of your April 29, 2016, payment before you would consider the matter 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/05/15) */
May 11, 2015
Mr. [redacted] and Ms. [redacted]
[redacted] E. [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted] and Ms. [redacted]:
On May 8, 2015, we received your...
correspondence, dated May 7, 2015, filed with the Revdex.com.
You said that DISH Network collected a payment of $67.31 without authorization and you requested a refund.
Our records show that you participated in the HD For Life promotion with a 24-month commitment. Since your service was disconnected prior to the promotion fulfillment date, an early termination fee of $70.00 was applied to your account. Under this promotion you authorized DISH Network to access your qualifying credit card account for the early termination fee.
When we spoke today, I informed you that the payment of $67.31 was collected for the early termination fee. I reversed the fee and submitted a refund for $67.31. Please allow five business days for processing. You accepted this resolution.
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]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Ms. [redacted]: On June 8, 2016, we received your complaint, dated June 5, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 8, 9 and 10, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that you moved and that your apartment complex doesn’t allow satellite dishes to be installed. You expressed concern regarding being charged an early termination fee. Our contract agreements state that you are still bound by the contract if you change your residence. Enclosed are copies of your contract for your records. Nevertheless, I will consider waiving the early terminations fees if you can provide us with a letter from your landlord addressed to you indicating that you are unable to have a satellite dish installed. 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] Enclosure
September 5, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 31, 2017, we received your complaint, dated August 30, 2017, filed with the Revdex.com. You indicated that an installer did not arrive for the appointment that was scheduled for August 30, 2017. You stated that when you contacted us by phone, you were assured that the appointment would be kept; however, the installer never came. Our records show that you opted to cancel the installation appointment because we were unable to complete the installation until September 2, 2017. When I spoke with you by phone on September 1, 2017, I thanked you for bringing this matter to our attention so we may address it internally with the appropriate personnel. I apologize for any inconvenience this issue may have caused you. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I ask for a credit on the account mailed to me, and to have some sort of proof that my credit has been corrected.Thank you so much for your help. It is very appreciated.
Sincerely,
[redacted]
June 30, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On June 29, 2017, we received your rebuttal, dated June 23, 2017, filed with the Revdex.com. You expressed concern regarding not receiving a refund of $595.00. A review of your account reveals that Ms. [redacted] did submit a refund for the $595.00 payment. However, our refunds department disapproved the refund as the funds were returned to the account they were debited from on March 6, 2017, through a payment dispute we received. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
I disconnected my service on 3/21/2016. I have $59.31 credit on my account and they keep canceling my credit, I have called them 4 times, each time they give some ridiculous excuse why I have not received my refund.They have a criminal business model, and seem to have no intention of refunding...
my credit on my account. Their business model is: stall the consumer and eventually the customer gives up trying to collect the refund.1. Get my money from these people.2. Put this company out of business. They are taking advantage of people.[redacted]
Initial Business Response /* (1000, 4, 2015/11/18) */
November 16, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015,...
filed with the Revdex.com.
You said that you were told your bill was to be $28.99 per month. You maintain your home was damaged during the installation and you requested that the damage be repaired. You also disputed the early termination fee.
You previously received a $25.00 monthly credit for 12 months and a $5.00 price protection credit for nine months. When the credits ended on September 27, 2015, you were billed the regular program price. On this same date, per your request, the programming package was downgraded.
When we spoke today, I advised you that you currently subscribe to the following service:
Smart Pack $34.99
Three HD receiver fee $21.00 ($7.00 per receiver)
Protection Plan $8.00
The monthly billing rate before tax and credits is $63.99. As a courtesy, we are applying a $10.00 monthly credit for six months starting September 27, 2015. Because the promotional credits ended and the programming package was changed, your billing amount changed. We have no record of the rate you referenced.
I informed you that your concerns regarding the alleged damage to your home were forwarded to the DISH Network Corporate Field Resolutions Team for review. A member of this team will contact you directly.
I asked that you contact DISH Network directly when you are experiencing the technical issues, so that we may troubleshoot the matter over the phone. If necessary, a technician visit will be scheduled.
Because you are dissatisfied with the service, I waived your early termination fee. You may cancel the service at any time without a penalty. You said you will discuss this with your wife and you will call to disconnect the service at a later date.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 5, 2016, filed with the Revdex.com. You said that funds were debited from your bank account without your authorization. You requested a refund and an explanation. When we spoke, I advised you that a total of $637.50 was refunded to your bank account. You indicated that you no longer wanted an explanation of your billing as long as you received your refunds. Our records indicate that you initiated your TV and internet account on August 13, 2015, and, since that date, your account has never been paid in full for service rendered. Your account was disconnected due to non-payment on March 25, 2016, and two early termination fees were automatically applied. As our local office was not able to provide us with copies of your customer agreements, these fees were waived and refunded. Please note, in order to receive service, you must agree to a 24-month commitment and provide a credit or debit card to qualify for your account. You must also agree that early termination and unreturned equipment fees may be automatically debited from your qualifying credit or debit card account. While your early termination fees were waived, a balance of $520.98 remains on the account for service rendered and we request that it be paid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Complaint: [redacted]
I am rejecting this response because: Dish advertises a quality viewing experience and this is not what I experienced from the date of installation. I now have services with a new vendor and my viewing experience has been "excellent" as of the date of installation and, as it should be. Dish did not deliver the quality viewing experience it advertises and makes consumers commit to contracts. It feels like a trap. After the termination date of services, Dish went into my checking account and withdrew the penalty fees without my consent. I believe this is called, theft. I'm extremely disappointed at the misleading business practice of Dish. I believe Dish should be refunding me the money it took out of my checking account without my consent.
Sincerely,
[redacted]
December 16, 2016 Mr. Robb Patterson 387 Race St. San Jose, CA 95126 Re: Revdex.com Complaint # 11858058 ...
8255909900092526-3565647 Dear Mr. Patterson: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in May 2015. You indicated that you recently received a bill from DISH Network for $415.87 for unreturned leased equipment, but you had returned the equipment when you disconnected the account. You requested that this balance be resolved. When we spoke on December 9, 2016, I explained that our records indicate your account was placed on pause for six months in May 2015. The account was not disconnected at that time. The pause ended in December 2015 and normal billing resumed for monthly service. Payments were collected from a MasterCard ending in 7171. This continued until your account was disconnected in September 2016. We did not receive the leased equipment and unreturned equipment charges were applied to your account in November 2016, resulting in the $415.87 balance. Adjustments have since been made to that balance, reducing it to $266.44. When we spoke, you indicated that you were out of the country and did not have your records. Our attempts to speak since your return have been unsuccessful. Please feel free to contact me at (720) 514-7249 with the tracking information on the leased equipment return and we can discuss your account in more detail. Sincerely, Shelley Antrillo Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI (720) 514-7249 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 David Laslo
Dear Mr. [redacted]: On January 29, 2016, we received your correspondence, dated January 28, 2016, filed with the Revdex.com. You mentioned that your monthly billing rate increased. You maintain you did not sign the Digital Home Advantage (DHA) agreement and you disputed the early...
termination fee. You established your account under the DHA promotion with a 24-month commitment through Skyweb Networking Inc., an independent retailer. The installation was also performed by this retailer. Because you agreed to the term commitment, we provided you with a monthly $35.00 discount for 12 months, and the HBO, Showtime and Cinemax channels and DISH Movie Pack free for three months. Please note that when the free service ended, the regular price applied. For this reason, your bill increased by $50.00. Per your request, the premium channels were removed on January 19, 2016, and a prorated credit of $41.92 was applied to your account. I applied an additional credit of $8.08 to your account, making the premium channels free through the removal date. When we spoke today, I advised you that the DHA agreement is signed during the installation of service. Since we are unable to verify who signed the agreement, I waived your $380.00 early termination fee. Per your request, the service will be disconnected on February 5, 2016. I also reversed the five $35.00 promotional credits from your account for programming for a total of $175.00. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your home by UPS. I waived the return shipping fees for the equipment return. Your feedback and concerns will be shared with the appropriate personnel for internal review. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 5, 2015/07/09) */
June 30, 2015
Mr. and Mrs. [redacted] and Marie [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 30, 2015, we received your complaint, dated June...
29, 2015, filed with the Revdex.com.
You said that you have been experiencing ongoing technical issues. Your account has been closed and you expressed concern about being billed for service you didn't receive, and an early termination fee. You requested that the issue be fixed or to have all charges waived.
When we spoke by phone today, I offered to waive the programming balance and send a technician to your home to address the technical issues. I also offered to waive your early termination fee, programming balance and Return Box fees if you didn't want to restore your account. You decided to keep the account closed. I advised you that the balance has been removed and boxes to return your equipment in were delivered today. Once your equipment has been received, your account will be settled.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
November 4, 2016 Dear Ms. [redacted]: On November 3, 2016, we received your complaint, dated October 31, 2016, filed with the Revdex.com. You expressed concern with the $99.00 unreturned equipment fee. You requested to be released from the...
24-month commitment and the early termination fee. You also stated that when you signed the agreement, the installation technician told you that you were only signing for the purchase of a surge protector. Our records reveal that this issue was addressed and resolved via email correspondence. The $99.00 fee was reversed. When I spoke with you by telephone today, I informed you that there is no commitment attached to your account. We strive to provide excellent service and regret that your experience was unfavorable. I apologize for the information you received. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
January 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You expressed concern with your term commitment and you disputed the early termination fee. You established your account under the Flex24 promotion with a 24-month commitment on November 12, 2013. However, since your account was disconnected and restored on several occasions, the end date of your commitment was postponed to April 22, 2016. Your service was disconnected due to nonpayment on July 2, 2015, and an early termination fee of $200.00 was applied. We ask that the balance of $154.86 be paid for service rendered. Please note that the leased equipment was returned to DISH Network on January 8, 2016. When we spoke today, I advised you that I made an exception and reversed the early termination fee from your account. You accepted this resolution. You also agreed to pay the balance due for programming. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]Tell us why here...
Initial Business Response /* (1000, 6, 2015/09/28) */
September 22, 2015
Mr. [redacted]
Hamilton, MI XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 15, 2015, we received your correspondence, dated September 14,...
2015, filed with the Revdex.com.
You expressed dissatisfaction with the satellite TV and internet services and you disputed the early termination fees.
We regret that the satellite TV and internet services were not to you satisfaction.
When we spoke today, I advised you that I waived the satellite TV and internet early termination fees. Per your request, I canceled your technician visit and disconnected your account. You accepted this resolution.
In addition, I removed the remaining balance of $72.18 from your account.
We ask that the leased equipment be returned to DISH Network. Return boxes with labels will be delivered to your home by UPS. As a courtesy, I waived the box return fees.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 27, 2017Mr. [redacted]Re: Revdex.com Complaint # [redacted]Dear Mr. [redacted]:On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com.You disputed the early...
termination fee that was applied to your DISH Network account. You indicated that you cannot afford the monthly rate and you experienced weather-related technical issues. You also stated that you are moving and are unable to take the service with you. Your DISH Network service was activated on November 6, 2016, with a 24-month commitment through November 6, 2018. Since your service was placed on DISH Pause from February 24, 2017, through June 15, 2017, your term commitment was extended to February 23, 2019. Please be advised that heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Our records do not show that you contacted us to report any technical issues with your service or equipment. On July 13, 2017, your programming was changed to the Welcome Pack and a second receiver was deactivated. These changes reduced your monthly rate to $19.99 plus tax. As indicated in your contractual agreement (enclosed), you are still bound to the term commitment if you change your residence. When you contacted us on November 22, 2017, to disconnect your service, you disputed the early termination fee because you stated that your home was damaged during your original installation. As you did not agree with the fee, your concerns were forwarded for further review. When we spoke by phone on November 22, 2017, I advised you that our records do not show that you contacted us previously to report the damage to your home. Although I opened a claim to research this issue further, I advised you that the early termination fee would be valid. I also offered to schedule an appointment to move the service to your new residence; however, you declined. As you requested, I canceled your service. An early termination fee of $320.00 was applied to your account for the remaining 16 months left in your term commitment. You were also charged a $12.00 equipment return fee, bringing your total balance to $338.58. On November 30, 2017, you were contacted via email by Mr. Luke C[redacted], from our Executive Communications Team. Mr. C[redacted] was following up with you since you indicated that you had not been contacted regarding your damage claim. In your email response to him dated December 1, 2017, you again disputed the early termination fee because of technical issues with your service. You also mentioned that you were in the process of moving. He advised you that the balance would remain valid as we had no record that you contacted us to report technical issues. He also offered to schedule an appointment to install the service at your new residence. The balance on your account remains valid. If you would like to restart your service and accept our offer to install it at your new residence, you may contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]Sincerely,Ana V[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT(720) 514-7291Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210
[redacted]
Complaint: [redacted]
I am rejecting this response because:Dear DishNetwork Dispute Resolution SpecialistSomeone from your office did call me and explained the service form I signed for the service man was indeed the same form you used for me releasing you from all valid damages. The only form I signed was for the service man, he said it was to get him paid for coming. He would turn it in and then you would contact me on how to resolve the issue. I was never offered a copy of the form and still have not seen one to this date. Furthermore I would never say "I would have like the hole near the baseboard but 5 ft up the wall would be fine" because it is not.
Sincerely,
[redacted]
Dear Ms. [redacted]: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com. You stated that you have experienced an ongoing problem with the auto-payment on your DISH Network account. Your attempts to resolve the matter have been unsuccessful and...
resulted in a disconnection and a service interruption. You requested that this matter be corrected permanently. When we spoke on April 6, 2016, I verified that this issue was addressed by Mr. [redacted], a DISH Network Dispute Resolution Specialist, on April 4, 2016. You stated that you wished to confirm this resolution with the automatic withdrawal of your April 29, 2016, payment before you would consider the matter 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/05/15) */
May 11, 2015
Mr. [redacted] and Ms. [redacted]
[redacted] E. [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted] and Ms. [redacted]:
On May 8, 2015, we received your...
correspondence, dated May 7, 2015, filed with the Revdex.com.
You said that DISH Network collected a payment of $67.31 without authorization and you requested a refund.
Our records show that you participated in the HD For Life promotion with a 24-month commitment. Since your service was disconnected prior to the promotion fulfillment date, an early termination fee of $70.00 was applied to your account. Under this promotion you authorized DISH Network to access your qualifying credit card account for the early termination fee.
When we spoke today, I informed you that the payment of $67.31 was collected for the early termination fee. I reversed the fee and submitted a refund for $67.31. Please allow five business days for processing. You accepted this resolution.
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]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
June 10, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 8, 2016, we received your complaint, dated June 5, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 8, 9 and 10, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that you moved and that your apartment complex doesn’t allow satellite dishes to be installed. You expressed concern regarding being charged an early termination fee. Our contract agreements state that you are still bound by the contract if you change your residence. Enclosed are copies of your contract for your records. Nevertheless, I will consider waiving the early terminations fees if you can provide us with a letter from your landlord addressed to you indicating that you are unable to have a satellite dish installed. 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] Enclosure
September 5, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 31, 2017, we received your complaint, dated August 30, 2017, filed with the Revdex.com. You indicated that an installer did not arrive for the appointment that was scheduled for August 30, 2017. You stated that when you contacted us by phone, you were assured that the appointment would be kept; however, the installer never came. Our records show that you opted to cancel the installation appointment because we were unable to complete the installation until September 2, 2017. When I spoke with you by phone on September 1, 2017, I thanked you for bringing this matter to our attention so we may address it internally with the appropriate personnel. I apologize for any inconvenience this issue may have caused you. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I ask for a credit on the account mailed to me, and to have some sort of proof that my credit has been corrected.Thank you so much for your help. It is very appreciated.
Sincerely,
[redacted]
June 30, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On June 29, 2017, we received your rebuttal, dated June 23, 2017, filed with the Revdex.com. You expressed concern regarding not receiving a refund of $595.00. A review of your account reveals that Ms. [redacted] did submit a refund for the $595.00 payment. However, our refunds department disapproved the refund as the funds were returned to the account they were debited from on March 6, 2017, through a payment dispute we received. 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]
I disconnected my service on 3/21/2016. I have $59.31 credit on my account and they keep canceling my credit, I have called them 4 times, each time they give some ridiculous excuse why I have not received my refund.They have a criminal business model, and seem to have no intention of refunding...
my credit on my account. Their business model is: stall the consumer and eventually the customer gives up trying to collect the refund.1. Get my money from these people.2. Put this company out of business. They are taking advantage of people.[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]need the holes fixed
Initial Business Response /* (1000, 4, 2015/11/18) */
November 16, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015,...
filed with the Revdex.com.
You said that you were told your bill was to be $28.99 per month. You maintain your home was damaged during the installation and you requested that the damage be repaired. You also disputed the early termination fee.
You previously received a $25.00 monthly credit for 12 months and a $5.00 price protection credit for nine months. When the credits ended on September 27, 2015, you were billed the regular program price. On this same date, per your request, the programming package was downgraded.
When we spoke today, I advised you that you currently subscribe to the following service:
Smart Pack $34.99
Three HD receiver fee $21.00 ($7.00 per receiver)
Protection Plan $8.00
The monthly billing rate before tax and credits is $63.99. As a courtesy, we are applying a $10.00 monthly credit for six months starting September 27, 2015. Because the promotional credits ended and the programming package was changed, your billing amount changed. We have no record of the rate you referenced.
I informed you that your concerns regarding the alleged damage to your home were forwarded to the DISH Network Corporate Field Resolutions Team for review. A member of this team will contact you directly.
I asked that you contact DISH Network directly when you are experiencing the technical issues, so that we may troubleshoot the matter over the phone. If necessary, a technician visit will be scheduled.
Because you are dissatisfied with the service, I waived your early termination fee. You may cancel the service at any time without a penalty. You said you will discuss this with your wife and you will call to disconnect the service at a later date.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
May 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 5, 2016, filed with the Revdex.com. You said that funds were debited from your bank account without your authorization. You requested a refund and an explanation. When we spoke, I advised you that a total of $637.50 was refunded to your bank account. You indicated that you no longer wanted an explanation of your billing as long as you received your refunds. Our records indicate that you initiated your TV and internet account on August 13, 2015, and, since that date, your account has never been paid in full for service rendered. Your account was disconnected due to non-payment on March 25, 2016, and two early termination fees were automatically applied. As our local office was not able to provide us with copies of your customer agreements, these fees were waived and refunded. Please note, in order to receive service, you must agree to a 24-month commitment and provide a credit or debit card to qualify for your account. You must also agree that early termination and unreturned equipment fees may be automatically debited from your qualifying credit or debit card account. While your early termination fees were waived, a balance of $520.98 remains on the account for service rendered and we request that it be paid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Complaint: [redacted]
I am rejecting this response because: Dish advertises a quality viewing experience and this is not what I experienced from the date of installation. I now have services with a new vendor and my viewing experience has been "excellent" as of the date of installation and, as it should be. Dish did not deliver the quality viewing experience it advertises and makes consumers commit to contracts. It feels like a trap. After the termination date of services, Dish went into my checking account and withdrew the penalty fees without my consent. I believe this is called, theft. I'm extremely disappointed at the misleading business practice of Dish. I believe Dish should be refunding me the money it took out of my checking account without my consent.
Sincerely,
[redacted]
December 16, 2016 Mr. Robb Patterson 387 Race St. San Jose, CA 95126 Re: Revdex.com Complaint # 11858058 ...
8255909900092526-3565647 Dear Mr. Patterson: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in May 2015. You indicated that you recently received a bill from DISH Network for $415.87 for unreturned leased equipment, but you had returned the equipment when you disconnected the account. You requested that this balance be resolved. When we spoke on December 9, 2016, I explained that our records indicate your account was placed on pause for six months in May 2015. The account was not disconnected at that time. The pause ended in December 2015 and normal billing resumed for monthly service. Payments were collected from a MasterCard ending in 7171. This continued until your account was disconnected in September 2016. We did not receive the leased equipment and unreturned equipment charges were applied to your account in November 2016, resulting in the $415.87 balance. Adjustments have since been made to that balance, reducing it to $266.44. When we spoke, you indicated that you were out of the country and did not have your records. Our attempts to speak since your return have been unsuccessful. Please feel free to contact me at (720) 514-7249 with the tracking information on the leased equipment return and we can discuss your account in more detail. Sincerely, Shelley Antrillo Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI (720) 514-7249 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 David Laslo
Dear Mr. [redacted]: On January 29, 2016, we received your correspondence, dated January 28, 2016, filed with the Revdex.com. You mentioned that your monthly billing rate increased. You maintain you did not sign the Digital Home Advantage (DHA) agreement and you disputed the early...
termination fee. You established your account under the DHA promotion with a 24-month commitment through Skyweb Networking Inc., an independent retailer. The installation was also performed by this retailer. Because you agreed to the term commitment, we provided you with a monthly $35.00 discount for 12 months, and the HBO, Showtime and Cinemax channels and DISH Movie Pack free for three months. Please note that when the free service ended, the regular price applied. For this reason, your bill increased by $50.00. Per your request, the premium channels were removed on January 19, 2016, and a prorated credit of $41.92 was applied to your account. I applied an additional credit of $8.08 to your account, making the premium channels free through the removal date. When we spoke today, I advised you that the DHA agreement is signed during the installation of service. Since we are unable to verify who signed the agreement, I waived your $380.00 early termination fee. Per your request, the service will be disconnected on February 5, 2016. I also reversed the five $35.00 promotional credits from your account for programming for a total of $175.00. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your home by UPS. I waived the return shipping fees for the equipment return. Your feedback and concerns will be shared with the appropriate personnel for internal review. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 5, 2015/07/09) */
June 30, 2015
Mr. and Mrs. [redacted] and Marie [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 30, 2015, we received your complaint, dated June...
29, 2015, filed with the Revdex.com.
You said that you have been experiencing ongoing technical issues. Your account has been closed and you expressed concern about being billed for service you didn't receive, and an early termination fee. You requested that the issue be fixed or to have all charges waived.
When we spoke by phone today, I offered to waive the programming balance and send a technician to your home to address the technical issues. I also offered to waive your early termination fee, programming balance and Return Box fees if you didn't want to restore your account. You decided to keep the account closed. I advised you that the balance has been removed and boxes to return your equipment in were delivered today. Once your equipment has been received, your account will be settled.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
November 4, 2016 Dear Ms. [redacted]: On November 3, 2016, we received your complaint, dated October 31, 2016, filed with the Revdex.com. You expressed concern with the $99.00 unreturned equipment fee. You requested to be released from the...
24-month commitment and the early termination fee. You also stated that when you signed the agreement, the installation technician told you that you were only signing for the purchase of a surge protector. Our records reveal that this issue was addressed and resolved via email correspondence. The $99.00 fee was reversed. When I spoke with you by telephone today, I informed you that there is no commitment attached to your account. We strive to provide excellent service and regret that your experience was unfavorable. I apologize for the information you received. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
January 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You expressed concern with your term commitment and you disputed the early termination fee. You established your account under the Flex24 promotion with a 24-month commitment on November 12, 2013. However, since your account was disconnected and restored on several occasions, the end date of your commitment was postponed to April 22, 2016. Your service was disconnected due to nonpayment on July 2, 2015, and an early termination fee of $200.00 was applied. We ask that the balance of $154.86 be paid for service rendered. Please note that the leased equipment was returned to DISH Network on January 8, 2016. When we spoke today, I advised you that I made an exception and reversed the early termination fee from your account. You accepted this resolution. You also agreed to pay the balance due for programming. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]Tell us why here...
Initial Business Response /* (1000, 6, 2015/09/28) */
September 22, 2015
Mr. [redacted]
Hamilton, MI XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 15, 2015, we received your correspondence, dated September 14,...
2015, filed with the Revdex.com.
You expressed dissatisfaction with the satellite TV and internet services and you disputed the early termination fees.
We regret that the satellite TV and internet services were not to you satisfaction.
When we spoke today, I advised you that I waived the satellite TV and internet early termination fees. Per your request, I canceled your technician visit and disconnected your account. You accepted this resolution.
In addition, I removed the remaining balance of $72.18 from your account.
We ask that the leased equipment be returned to DISH Network. Return boxes with labels will be delivered to your home by UPS. As a courtesy, I waived the box return fees.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 27, 2017Mr. [redacted]Re: Revdex.com Complaint # [redacted]Dear Mr. [redacted]:On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com.You disputed the early...
termination fee that was applied to your DISH Network account. You indicated that you cannot afford the monthly rate and you experienced weather-related technical issues. You also stated that you are moving and are unable to take the service with you. Your DISH Network service was activated on November 6, 2016, with a 24-month commitment through November 6, 2018. Since your service was placed on DISH Pause from February 24, 2017, through June 15, 2017, your term commitment was extended to February 23, 2019. Please be advised that heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Our records do not show that you contacted us to report any technical issues with your service or equipment. On July 13, 2017, your programming was changed to the Welcome Pack and a second receiver was deactivated. These changes reduced your monthly rate to $19.99 plus tax. As indicated in your contractual agreement (enclosed), you are still bound to the term commitment if you change your residence. When you contacted us on November 22, 2017, to disconnect your service, you disputed the early termination fee because you stated that your home was damaged during your original installation. As you did not agree with the fee, your concerns were forwarded for further review. When we spoke by phone on November 22, 2017, I advised you that our records do not show that you contacted us previously to report the damage to your home. Although I opened a claim to research this issue further, I advised you that the early termination fee would be valid. I also offered to schedule an appointment to move the service to your new residence; however, you declined. As you requested, I canceled your service. An early termination fee of $320.00 was applied to your account for the remaining 16 months left in your term commitment. You were also charged a $12.00 equipment return fee, bringing your total balance to $338.58. On November 30, 2017, you were contacted via email by Mr. Luke C[redacted], from our Executive Communications Team. Mr. C[redacted] was following up with you since you indicated that you had not been contacted regarding your damage claim. In your email response to him dated December 1, 2017, you again disputed the early termination fee because of technical issues with your service. You also mentioned that you were in the process of moving. He advised you that the balance would remain valid as we had no record that you contacted us to report technical issues. He also offered to schedule an appointment to install the service at your new residence. The balance on your account remains valid. If you would like to restart your service and accept our offer to install it at your new residence, you may contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]Sincerely,Ana V[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT(720) 514-7291Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210
[redacted]
Initial Business Response /* (1000, 5, 2015/07/13) */
Please see pdf.