[redacted] Dear Mr. [redacted]: On March 6, 2017, we received your complaint, dated March 5, 2017, filed with the Revdex.com. You said that your receiver was experiencing latency issues since it was upgraded to DISH Network’s new user interface. You also expressed concern that you are unable to view [redacted] basketball games and with the takedown of your local [redacted] affiliate. In your email to me, you indicated that you wanted your early termination fee waived. While we sincerely regret any inconvenience this latency issue may have caused, as it does not prevent you from using your service and as we are investigating this, we are unable to waive your 24-month commitment. Please note that [redacted] owns the rights to the network that carries [redacted]’ games, [redacted]; as such, we are unable to provide them. We are also currently in negotiations with [redacted], the owner of your local [redacted] affiliate. As we do not currently have the right to carry their channels, [redacted] took them down until an agreement can be made. 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]
[redacted] Dear Mrs. [redacted]: On December 7, 2017, we received your correspondence, dated December 6, 2017, filed with the Revdex.com. You said that in December 2015 your service stopped working and a technician visit was scheduled. You maintain that a technician never arrived at your home and the issue was not resolved. You disconnected your service in June 2016 and you disputed the account balance. You also requested a refund for service from December 2015 through the disconnection date. A review of your account reveals that you called on June 3, 2016, regarding the automatic payments that were collected for programming and you told our agent that you incurred a $35.00 overdraft fee from your bank. As a courtesy, the agent applied a credit of $35.00 to your account, which you accepted. During this same call, you said that you experienced technical issues. You then told the agent that you were not at home to troubleshoot. The agent advised you to call customer service when you are home, so that we may troubleshoot the issue and, if necessary, a free technician visit would be scheduled. We have no record that you called to report technical issues prior to June 3, 2016, or after this date. Your credit card account was removed from automatic payments due to a declined response. As a result, your account was disconnected due to nonpayment on August 26, 2016, leaving a balance of $81.57. Because the leased equipment was not returned to DISH Network in a timely manner, you were billed $148.00 for the unreturned equipment. When we spoke today, I informed you that I have removed the programming balance from your account. I also removed the $49.00 fee for the LNBF (eyepiece of the dish), leaving a balance due of $103.95 for the unreturned receiver. Once the receiver is returned to DISH Network, this fee will be removed as well. During our conversation, you told me that you are working with the post office to locate proof that the receiver was returned. You said you would contact me with an update later. 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]
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. Today I received a credit in the amount agreed upon, so the monetary issue is resolved. The agent that I spoke to did not offer any apology for the way I was treated, or address the problem they are still experiencing with their horrible customer service, or their choice to subject their customers to the dismal service offered by their overseas call centers. So it seems that they have decided that paying off disgruntled customers is a necessary evil they must endure in exchange for saving a few bucks instead of giving Americans much needed jobs.Unless they realize that they must stop contributing to the destruction of our economy by going back to US based support, I will never use Dish Network again.
Sincerely,
[redacted]
August 5, 2016 Dear Mr. [redacted]: On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com. You maintain you were advised that you would have access to Astros games, but you did not. A review of our...
records indicates that this issue was previously addressed through the Colorado Attorney General’s Office. Enclosed is a copy of our response for your records. 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]
Initial Business Response /* (1000, 4, 2015/12/07) */
December 4, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your correspondence, dated November 23, 2015,...
filed with the Revdex.com.
You maintain you were not provided a bill prior to your account being reported to collections.
I attempted to reach you at (XXX) XXX-XXXX (the contact number on your correspondence) on November 25, 2015, and December 4, 2015. There was no option to leave a voice message.
We mailed a bill to your address on the 10th of every month. We also sent monthly emails to [redacted]@gmail.com advising of your account status. Our records show that no payment was made for service rendered and your account was disconnected on July 21, 2015. Because your account was disconnected prior to the DISH'n It Up promotional fulfillment date, you were billed $80.00 for the early termination fee. As a courtesy, I reversed this fee from your account.
I have enclosed copies of your June, July, August and September 2015 billing statements for your records. When the balance of $81.21 is paid in full for service rendered, I will make an exception and remove the information from your credit report.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There is an option to leave a voice message on my phone, I have an automated message that gives my number and the option to leave a message, I don't not know why Dish was not able to leave a message. I contacted DISH representatives on the phone to turn off my account and was told I would receive a bill from them but did not- however I will correct the balance owed today by calling the main DISH customer service number. I appreciate the reply from Dish and will make payment of the $81.21 balance per agreement and expect this derogatory item to be removed from my credit report. This correspondence will serve as documentation on DISH's agreement to remove said item from my credit report. If this is not honored I will seek legal remedy per FDCPA along with cost damages. Thank you for your assistance Revdex.com.
Initial Business Response /* (1000, 5, 2015/11/04) */
October 30, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On October 30, 2015, we received your complaint, dated October 29, 2015, filed with...
the Revdex.com.
You expressed concern with the early termination fees that were applied to your account. You maintain that you did not receive phone service as advertised.
Your TV and internet services were activated on October 15, 2015, with a 24-month commitment for each service. Please be advised that we do not offer a trial period for our services.
A review of the sales call recording did not find that phone service was mentioned or requested.
Your services were disconnected on October 15, 2015. Since your term commitments were not fulfilled, early termination fees of $480.00 and $420.00 were applied for the TV and internet services respectively. You were also charged two $10.00 box return fees.
When I spoke with you today by phone, I advised you that although I made an exception and waived the charges, I applied a charge of $99.00 for the completed installation. You accepted my resolution. I submitted a refund of $822.26 to your credit card account. Please allow three to five business days for processing.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO XXXXX
[redacted]
August 24, 2016 Dear Ms. [redacted]: On August 25, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on August 17, 22 and 24, 2016, and I left three...
messages. You indicated that you disconnected your DISH Network account because the Tribune Broadcasting negotiations have not been resolved. You maintain that we violated the contract and you expressed concern that your credit card account was automatically debited $94.33 for an early termination fee. You also mentioned that you have experienced technical issues. We understand your frustration with the loss of your local channel. While some customers may be willing to pay extra for these channels, Tribune is forcing our customers to pay for an additional unrelated cable channel. Many are counting on DISH Network to stand firm. Channel owners will be inclined to continue with the channel takedowns if we fail to hold the line during negotiations. This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed), which states that we reserve the right to change programming, prices and packages. A $140.00 early termination fee was applied to your account. Because you had a credit, it reduced the remaining balance to $94.33. Authorization to automatically debit your debit/credit card is provided in the DHA agreement and in the sales disclosures. There were some issues reported in June 2015 but a technician visit on June 30, 2015, corrected the problem and no further ongoing issues were reported. You were provided a time-without-service credit of $72.38. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
The only reason I have to call this business is to get a few day extension for a payment or when promotional credit to expire. I do not continually call this place for any other reason, and I do not tolerate being bullied by any individual or business. If you do not want my money then there is plenty of other companies out there. How do you think you have a right to threaten not only me but any customer that you will disconnect my account if I call in to your business.!!!! I am still paying you money for a service, evidently all you want is my money and the money of others without having to answer calls from them!! How is it legal for you to threaten a customer and if they refuse to take a offer you will just cancel their account. I PAY YOU FOR A SERVICE AND I DONT WANT TO BE THREATENED AND MADE TO FEEL LIKE I AM A PROBLEM TO YOU! If you dont want my service please let me know I will gladly cancel my account! I expect the same service and credits as other customers!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I have faxed in the statement twice. The first one they said they couldn't find and I do have a copy of the confirmation. I since talked to a [redacted] in the dispute department and she told me to fax it in again. I had problems with the fax number she gave me so I faxed it in again on 3/15/2016 to the office of the president of Dish and have gotten no response as of yet. I am attaching a copy of my bank statement here so they can see it.
March 22, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 16, 2018, we received your complaint, dated March 15, 2018, filed with the Revdex.com. You said that you were offered a monthly credit and equipment upgrade, but you were later advised that your account was ineligible. When we spoke, I informed you that I applied the monthly $10.00 credit for 12 months to your account that was erroneously offered to you. As you were advised when accepting our Preferred Customer Offer, your account is ineligible for additional promotions while receiving the 24-month price lock promotion. I also offered to upgrade your receiver to the Hopper 3, as you requested. As I explained, your call dropped before the initial agent could cover the $150.00 upgrade and $95.00 technician visit fee. As a courtesy, I offered to waive the technician visit fee and half of the upgrade fee. You indicated that you would speak with your wife before accepting my offer. We appreciate you bringing your experience to our attention, so that we may address it internally. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. Patel: On January 13, 2016, we received your complaint, dated January 11, 2016, filed with the Revdex.com. You said that you were put under a new contract without your knowledge or permission. You requested that we remove the contract extension. When we spoke, I told you that I removed the contract extension from your account. I advised you that you are still bound by your Digital Home Advantage promotion which expires December 6, 2016. 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] oTell us why here...
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.
If indeed [redacted] is offering me out of my contract - I will agree to accept this response. I need to know what I need to do to get out of this contract without having any issues with Dish. Is it notated in my records?
Sincerely,
[redacted]
February 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mrs. [redacted]: On February 6, 2017, we received your correspondence, dated February 5, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on February 8, 9 and 10, 2017, and I left three voice messages. I also sent an email to you at [redacted] Although you returned my call, we were unable to speak directly. You expressed concern with the installation of your DISH Network service, and you said that cable was left unburied. You disputed the early termination fee. A review of your account reveals that the internet early termination fee was previously waived. You may cancel your service at any time with no penalty. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com. You expressed concern with the balance of $833.35 that was reported to collections. You maintain that you did not sign an agreement and your monthly rate was increased because of a late payment. Your service was activated on September 9, 2013, with a 24-month commitment through Progressive Security Inc., an independent company. Enclosed is a copy of your 24-month agreement. Additionally, we show that a sales confirmation email was sent to [redacted] on September 9, 2013, disclosing the terms and conditions of our service. Your promotion included a monthly discount of $30.00 for the first 12 months. You also received the Protection Plan free for four months. In order to receive the promotional offers, your account must remain active and in good standing. Your service was disconnected on February 3, 2014, for non-payment. As a result, your promotional offers were forfeited. When your service was restarted on February 10, 2014, you began to be billed the regular monthly rate of $100.99 plus tax. Your service was again disconnected on May 5, 2014, for non-payment. At that time, your account was left with an unpaid service balance of $204.19. Since your term commitment was not fulfilled, an early termination fee of $340.00 was applied to your account. You were also charged $248.00 for an unreturned receiver (model 722) and an LNBF (eye piece on the satellite dish). When I spoke with you by phone today, I advised you that while the charges are valid, I made an exception and removed the equipment fees. This will reduce your balance to $568.61. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Tell us why here...August 11, 2016 Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You stated that your DISH Network bill changes every month and that the price you were quoted when you...
signed up is different than what you are being billed. You expressed concern with the customer service you experienced while attempting to correct these matters. When I spoke with you, I offered an explanation of your bill, item by item, and why it was different every month. After discussing your viewing preferences, I offered to make some changes to your account that will reduce your monthly bill and assist with the past-due balance. You accepted these changes and you consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT
Initial Business Response /* (1000, 5, 2015/10/08) */
October 6, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 30, 2015, we received your complaint, dated September 29,...
2015, filed with the Revdex.com.
You indicated that you called around September 3, 2015, to request a deferred payment to September 21, 2015. However, your payment was automatically debited on September 7, 2015. You requested a refund and reimbursement for overdraft fees.
When I spoke with you by telephone today, I explained that since you are enrolled in Credit Card AutoPay (CCA), the payment is automatically collected from your debit/credit card account on the due date. It cannot be suppressed unless it is removed from CCA. To change information, we require at least seven to ten days advance notification. I apologize for the information you received.
Our records reveal that we reimbursed $32.00 for the overdraft fees. A refund cannot be submitted if the balance is due. However, I applied a $137.03 credit to your account and you may disregard the September 22, 2015, billing statement.
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]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/09) */
July 8, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 3, 2015, we received your complaint, dated July 2, 2015, filed with...
the Revdex.com.
You disputed the automatic debiting of your early termination fee associated with your DISH Network account.
I attempted to reach you at (XXX) XXX-XXXX on July 6, 7 and 8, 2015, and I left three voicemails.
In my last message I advised you that on January 11, 2015, you upgraded your equipment through our DISH'n It Up (DIU) promotion. The DIU promotion requires a new 24-month commitment and as you disconnected your account prior to the end of your commitment, an early termination fee of $200.00 was applied to your DISH Network account. As you had a credit balance on your account, your final balance is $121.57. This balance was debited from the credit or debit card account that you provided as a qualifying card when you requested the upgrade, per the terms of the DIU promotion. You later disputed the charge with your bank causing it to be charged back to your DISH Network account.
Our records indicate that you agreed to the terms of the DIU when you signed the DIU agreement (enclosed). Additionally, you were advised of your early termination fee when you contacted us to disconnect your account. We also sent you an email providing you notice of the automatic debit on May 29, 2015.
As our records indicate that you agreed to the terms of and received the benefits of the DIU promotion, we are unable to waive your $121.57 balance and we request that it be paid.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Business Response /* (4000, 17, 2015/09/16) */
August 27, 2015
Ms. [redacted]
XXXXX [redacted] Apt. XXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 26, 2015, we received your complaint, dated August 25, 2015, filed with the Revdex.com.
You expressed concern about the early termination fee associated with your DISH Network account as well the level of customer service you received.
A review of our records reveals that I responded to your letter previously. Enclosed is a copy of my response 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 25, 2015
Ms. [redacted]
XXXXX N. [redacted] Apt. XXXXX
[redacted] XXXXX
Re: XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 24, 2015, we received your correspondence, dated August 18, 2015.
You said that you attempted to reach me but you had to enter several prompts over the phone to do so. You also said that you were not advised that upgrading your equipment would require a new 24-month commitment and that you did not authorize the automatic debit of your early termination fee. In addition, you expressed concern about your customer service experience.
Please note that the number I left in my voicemails was my direct number that requires no prompts. If you ran into prompts when calling then you were calling our toll-free number for customer service.
I reviewed your January 2, 2015, call during which you requested to upgrade your equipment to high-definition. I found that the agent advised you of the 24-month commitment twice, once before setting up the upgrade and once during our standard disclosures at the end of the call.
The DISH'n It Up (DIU) agreement is presented after the installation of the equipment. By signing the Service Agreement and DIU agreement, you agreed to the terms contained therein. Please note that we present you with the documents for your review.
We appreciate your feedback concerning your experience. It will be used to improve our agents' interactions with our customers. We strive to provide excellent service and regret that your experience was unfavorable.
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: [redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your complaint, dated September 22, 2015,...
filed with the Revdex.com.
You said that you were told you were still under a contract when you closed your account. You indicated that the contract you were provided with was forged, and you requested that we waive your early termination fee.
When we spoke I informed you that no one here is trained to analyze signatures; therefore, we consider it to be valid. In addition, we emailed you the contract on the day the installation took place and we didn't receive any calls from you regarding the contract and its signature.
Nevertheless, in the interest of good customer service, I waived your early termination fee. I advised you that the remaining balance of $172.50 is valid.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have resolved my issue and waived the contract I didn't authorize.
Initial Business Response /* (1000, 4, 2015/05/05) */
May 4, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On April 30, 2015, we received your correspondence, dated April 29, 2015, filed...
with the Revdex.com.
You expressed concern with the increased programming rate and service disconnection. You requested that the balance be removed and the equipment be picked up.
Our records reveal that we previously provided you with a $15.00 monthly credit for six months. When the credit rolled off the regular price was applied.
On March 24, 2015, your service was disconnected as we received a $20.19 credit card chargeback from your bank. These funds were returned to your financial institution.
Our records indicate that you participated in the DISH'n It Up equipment upgrade on August 14, 2014, with a 24-month commitment. Since the service was disconnected prior to the promotional fulfillment date, you were billed $170.00 for an early termination fee. In addition, because the equipment was not returned to DISH Network in a timely manner, you were also billed $248.00 for unreturned equipment.
When we spoke today, per your request, I restored your service with the America's Top 120 package with the DVR fee at $66.99 per month before tax. I applied a $15.00 monthly credit for 20 months, waived the early termination fee and reversed the equipment fees. I also advised you that we are unable to accept credit card payments for six months, due to the payment dispute. A paper bill will be mailed to your address. 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]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] Dear [redacted]: On September 5, 2017, we received your complaint, dated September 4, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you disconnected your service because you were unhappy with the picture quality on the standard-definition channels. You maintain that you were told it was a known issue with our equipment and you could cancel without penalty. Your DISH Network service was activated on August 30, 2017, with a 24-month commitment. Please be advised that we do not offer a trial period for our service. Please be also advised that this is not a known issue with our equipment. Although the majority of our channels are available in high definition, some are not. However, you have the option to change the format to improve the picture on the standard-definition channels. When our technicians went to your home, they confirmed that there were no issues with your equipment. Your service was disconnected on September 2, 2017. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. When I spoke with you by phone on September 8, 2017, I advised you that while I reversed the early termination fee from your account, I applied a charge of $100.00 to cover the installation. Please allow seven to ten business days to receive a revised bill. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
March 8, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 6, 2017, we received your complaint, dated March 5, 2017, filed with the Revdex.com. You said that your receiver was experiencing latency issues since it was upgraded to DISH Network’s new user interface. You also expressed concern that you are unable to view [redacted] basketball games and with the takedown of your local [redacted] affiliate. In your email to me, you indicated that you wanted your early termination fee waived. While we sincerely regret any inconvenience this latency issue may have caused, as it does not prevent you from using your service and as we are investigating this, we are unable to waive your 24-month commitment. Please note that [redacted] owns the rights to the network that carries [redacted]’ games, [redacted]; as such, we are unable to provide them. We are also currently in negotiations with [redacted], the owner of your local [redacted] affiliate. As we do not currently have the right to carry their channels, [redacted] took them down until an agreement can be made. 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]
December 14, 2017 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 7, 2017, we received your correspondence, dated December 6, 2017, filed with the Revdex.com. You said that in December 2015 your service stopped working and a technician visit was scheduled. You maintain that a technician never arrived at your home and the issue was not resolved. You disconnected your service in June 2016 and you disputed the account balance. You also requested a refund for service from December 2015 through the disconnection date. A review of your account reveals that you called on June 3, 2016, regarding the automatic payments that were collected for programming and you told our agent that you incurred a $35.00 overdraft fee from your bank. As a courtesy, the agent applied a credit of $35.00 to your account, which you accepted. During this same call, you said that you experienced technical issues. You then told the agent that you were not at home to troubleshoot. The agent advised you to call customer service when you are home, so that we may troubleshoot the issue and, if necessary, a free technician visit would be scheduled. We have no record that you called to report technical issues prior to June 3, 2016, or after this date. Your credit card account was removed from automatic payments due to a declined response. As a result, your account was disconnected due to nonpayment on August 26, 2016, leaving a balance of $81.57. Because the leased equipment was not returned to DISH Network in a timely manner, you were billed $148.00 for the unreturned equipment. When we spoke today, I informed you that I have removed the programming balance from your account. I also removed the $49.00 fee for the LNBF (eyepiece of the dish), leaving a balance due of $103.95 for the unreturned receiver. Once the receiver is returned to DISH Network, this fee will be removed as well. During our conversation, you told me that you are working with the post office to locate proof that the receiver was returned. You said you would contact me with an update later. 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]
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. Today I received a credit in the amount agreed upon, so the monetary issue is resolved. The agent that I spoke to did not offer any apology for the way I was treated, or address the problem they are still experiencing with their horrible customer service, or their choice to subject their customers to the dismal service offered by their overseas call centers. So it seems that they have decided that paying off disgruntled customers is a necessary evil they must endure in exchange for saving a few bucks instead of giving Americans much needed jobs.Unless they realize that they must stop contributing to the destruction of our economy by going back to US based support, I will never use Dish Network again.
Sincerely,
[redacted]
August 5, 2016 Dear Mr. [redacted]: On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com. You maintain you were advised that you would have access to Astros games, but you did not. A review of our...
records indicates that this issue was previously addressed through the Colorado Attorney General’s Office. Enclosed is a copy of our response for your records. 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]
Initial Business Response /* (1000, 4, 2015/12/07) */
December 4, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your correspondence, dated November 23, 2015,...
filed with the Revdex.com.
You maintain you were not provided a bill prior to your account being reported to collections.
I attempted to reach you at (XXX) XXX-XXXX (the contact number on your correspondence) on November 25, 2015, and December 4, 2015. There was no option to leave a voice message.
We mailed a bill to your address on the 10th of every month. We also sent monthly emails to [redacted]@gmail.com advising of your account status. Our records show that no payment was made for service rendered and your account was disconnected on July 21, 2015. Because your account was disconnected prior to the DISH'n It Up promotional fulfillment date, you were billed $80.00 for the early termination fee. As a courtesy, I reversed this fee from your account.
I have enclosed copies of your June, July, August and September 2015 billing statements for your records. When the balance of $81.21 is paid in full for service rendered, I will make an exception and remove the information from your credit report.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There is an option to leave a voice message on my phone, I have an automated message that gives my number and the option to leave a message, I don't not know why Dish was not able to leave a message. I contacted DISH representatives on the phone to turn off my account and was told I would receive a bill from them but did not- however I will correct the balance owed today by calling the main DISH customer service number. I appreciate the reply from Dish and will make payment of the $81.21 balance per agreement and expect this derogatory item to be removed from my credit report. This correspondence will serve as documentation on DISH's agreement to remove said item from my credit report. If this is not honored I will seek legal remedy per FDCPA along with cost damages. Thank you for your assistance Revdex.com.
Initial Business Response /* (1000, 5, 2015/11/04) */
October 30, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On October 30, 2015, we received your complaint, dated October 29, 2015, filed with...
the Revdex.com.
You expressed concern with the early termination fees that were applied to your account. You maintain that you did not receive phone service as advertised.
Your TV and internet services were activated on October 15, 2015, with a 24-month commitment for each service. Please be advised that we do not offer a trial period for our services.
A review of the sales call recording did not find that phone service was mentioned or requested.
Your services were disconnected on October 15, 2015. Since your term commitments were not fulfilled, early termination fees of $480.00 and $420.00 were applied for the TV and internet services respectively. You were also charged two $10.00 box return fees.
When I spoke with you today by phone, I advised you that although I made an exception and waived the charges, I applied a charge of $99.00 for the completed installation. You accepted my resolution. I submitted a refund of $822.26 to your credit card account. Please allow three to five business days for processing.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO XXXXX
[redacted]
August 24, 2016 Dear Ms. [redacted]: On August 25, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on August 17, 22 and 24, 2016, and I left three...
messages. You indicated that you disconnected your DISH Network account because the Tribune Broadcasting negotiations have not been resolved. You maintain that we violated the contract and you expressed concern that your credit card account was automatically debited $94.33 for an early termination fee. You also mentioned that you have experienced technical issues. We understand your frustration with the loss of your local channel. While some customers may be willing to pay extra for these channels, Tribune is forcing our customers to pay for an additional unrelated cable channel. Many are counting on DISH Network to stand firm. Channel owners will be inclined to continue with the channel takedowns if we fail to hold the line during negotiations. This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed), which states that we reserve the right to change programming, prices and packages. A $140.00 early termination fee was applied to your account. Because you had a credit, it reduced the remaining balance to $94.33. Authorization to automatically debit your debit/credit card is provided in the DHA agreement and in the sales disclosures. There were some issues reported in June 2015 but a technician visit on June 30, 2015, corrected the problem and no further ongoing issues were reported. You were provided a time-without-service credit of $72.38. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
The only reason I have to call this business is to get a few day extension for a payment or when promotional credit to expire. I do not continually call this place for any other reason, and I do not tolerate being bullied by any individual or business. If you do not want my money then there is plenty of other companies out there. How do you think you have a right to threaten not only me but any customer that you will disconnect my account if I call in to your business.!!!! I am still paying you money for a service, evidently all you want is my money and the money of others without having to answer calls from them!! How is it legal for you to threaten a customer and if they refuse to take a offer you will just cancel their account. I PAY YOU FOR A SERVICE AND I DONT WANT TO BE THREATENED AND MADE TO FEEL LIKE I AM A PROBLEM TO YOU! If you dont want my service please let me know I will gladly cancel my account! I expect the same service and credits as other customers!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I have faxed in the statement twice. The first one they said they couldn't find and I do have a copy of the confirmation. I since talked to a [redacted] in the dispute department and she told me to fax it in again. I had problems with the fax number she gave me so I faxed it in again on 3/15/2016 to the office of the president of Dish and have gotten no response as of yet. I am attaching a copy of my bank statement here so they can see it.
March 22, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 16, 2018, we received your complaint, dated March 15, 2018, filed with the Revdex.com. You said that you were offered a monthly credit and equipment upgrade, but you were later advised that your account was ineligible. When we spoke, I informed you that I applied the monthly $10.00 credit for 12 months to your account that was erroneously offered to you. As you were advised when accepting our Preferred Customer Offer, your account is ineligible for additional promotions while receiving the 24-month price lock promotion. I also offered to upgrade your receiver to the Hopper 3, as you requested. As I explained, your call dropped before the initial agent could cover the $150.00 upgrade and $95.00 technician visit fee. As a courtesy, I offered to waive the technician visit fee and half of the upgrade fee. You indicated that you would speak with your wife before accepting my offer. We appreciate you bringing your experience to our attention, so that we may address it internally. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. Patel: On January 13, 2016, we received your complaint, dated January 11, 2016, filed with the Revdex.com. You said that you were put under a new contract without your knowledge or permission. You requested that we remove the contract extension. When we spoke, I told you that I removed the contract extension from your account. I advised you that you are still bound by your Digital Home Advantage promotion which expires December 6, 2016. 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] oTell us why here...
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.
If indeed [redacted] is offering me out of my contract - I will agree to accept this response. I need to know what I need to do to get out of this contract without having any issues with Dish. Is it notated in my records?
Sincerely,
[redacted]
February 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mrs. [redacted]: On February 6, 2017, we received your correspondence, dated February 5, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on February 8, 9 and 10, 2017, and I left three voice messages. I also sent an email to you at [redacted] Although you returned my call, we were unable to speak directly. You expressed concern with the installation of your DISH Network service, and you said that cable was left unburied. You disputed the early termination fee. A review of your account reveals that the internet early termination fee was previously waived. You may cancel your service at any time with no penalty. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 3, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com. You expressed concern with the balance of $833.35 that was reported to collections. You maintain that you did not sign an agreement and your monthly rate was increased because of a late payment. Your service was activated on September 9, 2013, with a 24-month commitment through Progressive Security Inc., an independent company. Enclosed is a copy of your 24-month agreement. Additionally, we show that a sales confirmation email was sent to [redacted] on September 9, 2013, disclosing the terms and conditions of our service. Your promotion included a monthly discount of $30.00 for the first 12 months. You also received the Protection Plan free for four months. In order to receive the promotional offers, your account must remain active and in good standing. Your service was disconnected on February 3, 2014, for non-payment. As a result, your promotional offers were forfeited. When your service was restarted on February 10, 2014, you began to be billed the regular monthly rate of $100.99 plus tax. Your service was again disconnected on May 5, 2014, for non-payment. At that time, your account was left with an unpaid service balance of $204.19. Since your term commitment was not fulfilled, an early termination fee of $340.00 was applied to your account. You were also charged $248.00 for an unreturned receiver (model 722) and an LNBF (eye piece on the satellite dish). When I spoke with you by phone today, I advised you that while the charges are valid, I made an exception and removed the equipment fees. This will reduce your balance to $568.61. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Tell us why here...August 11, 2016 Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You stated that your DISH Network bill changes every month and that the price you were quoted when you...
signed up is different than what you are being billed. You expressed concern with the customer service you experienced while attempting to correct these matters. When I spoke with you, I offered an explanation of your bill, item by item, and why it was different every month. After discussing your viewing preferences, I offered to make some changes to your account that will reduce your monthly bill and assist with the past-due balance. You accepted these changes and you consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT
Initial Business Response /* (1000, 5, 2015/10/08) */
October 6, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 30, 2015, we received your complaint, dated September 29,...
2015, filed with the Revdex.com.
You indicated that you called around September 3, 2015, to request a deferred payment to September 21, 2015. However, your payment was automatically debited on September 7, 2015. You requested a refund and reimbursement for overdraft fees.
When I spoke with you by telephone today, I explained that since you are enrolled in Credit Card AutoPay (CCA), the payment is automatically collected from your debit/credit card account on the due date. It cannot be suppressed unless it is removed from CCA. To change information, we require at least seven to ten days advance notification. I apologize for the information you received.
Our records reveal that we reimbursed $32.00 for the overdraft fees. A refund cannot be submitted if the balance is due. However, I applied a $137.03 credit to your account and you may disregard the September 22, 2015, billing statement.
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]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/09) */
July 8, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 3, 2015, we received your complaint, dated July 2, 2015, filed with...
the Revdex.com.
You disputed the automatic debiting of your early termination fee associated with your DISH Network account.
I attempted to reach you at (XXX) XXX-XXXX on July 6, 7 and 8, 2015, and I left three voicemails.
In my last message I advised you that on January 11, 2015, you upgraded your equipment through our DISH'n It Up (DIU) promotion. The DIU promotion requires a new 24-month commitment and as you disconnected your account prior to the end of your commitment, an early termination fee of $200.00 was applied to your DISH Network account. As you had a credit balance on your account, your final balance is $121.57. This balance was debited from the credit or debit card account that you provided as a qualifying card when you requested the upgrade, per the terms of the DIU promotion. You later disputed the charge with your bank causing it to be charged back to your DISH Network account.
Our records indicate that you agreed to the terms of the DIU when you signed the DIU agreement (enclosed). Additionally, you were advised of your early termination fee when you contacted us to disconnect your account. We also sent you an email providing you notice of the automatic debit on May 29, 2015.
As our records indicate that you agreed to the terms of and received the benefits of the DIU promotion, we are unable to waive your $121.57 balance and we request that it be paid.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Business Response /* (4000, 17, 2015/09/16) */
August 27, 2015
Ms. [redacted]
XXXXX [redacted] Apt. XXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 26, 2015, we received your complaint, dated August 25, 2015, filed with the Revdex.com.
You expressed concern about the early termination fee associated with your DISH Network account as well the level of customer service you received.
A review of our records reveals that I responded to your letter previously. Enclosed is a copy of my response 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 25, 2015
Ms. [redacted]
XXXXX N. [redacted] Apt. XXXXX
[redacted] XXXXX
Re: XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 24, 2015, we received your correspondence, dated August 18, 2015.
You said that you attempted to reach me but you had to enter several prompts over the phone to do so. You also said that you were not advised that upgrading your equipment would require a new 24-month commitment and that you did not authorize the automatic debit of your early termination fee. In addition, you expressed concern about your customer service experience.
Please note that the number I left in my voicemails was my direct number that requires no prompts. If you ran into prompts when calling then you were calling our toll-free number for customer service.
I reviewed your January 2, 2015, call during which you requested to upgrade your equipment to high-definition. I found that the agent advised you of the 24-month commitment twice, once before setting up the upgrade and once during our standard disclosures at the end of the call.
The DISH'n It Up (DIU) agreement is presented after the installation of the equipment. By signing the Service Agreement and DIU agreement, you agreed to the terms contained therein. Please note that we present you with the documents for your review.
We appreciate your feedback concerning your experience. It will be used to improve our agents' interactions with our customers. We strive to provide excellent service and regret that your experience was unfavorable.
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: [redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your complaint, dated September 22, 2015,...
filed with the Revdex.com.
You said that you were told you were still under a contract when you closed your account. You indicated that the contract you were provided with was forged, and you requested that we waive your early termination fee.
When we spoke I informed you that no one here is trained to analyze signatures; therefore, we consider it to be valid. In addition, we emailed you the contract on the day the installation took place and we didn't receive any calls from you regarding the contract and its signature.
Nevertheless, in the interest of good customer service, I waived your early termination fee. I advised you that the remaining balance of $172.50 is valid.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have resolved my issue and waived the contract I didn't authorize.
Initial Business Response /* (1000, 4, 2015/05/05) */
May 4, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On April 30, 2015, we received your correspondence, dated April 29, 2015, filed...
with the Revdex.com.
You expressed concern with the increased programming rate and service disconnection. You requested that the balance be removed and the equipment be picked up.
Our records reveal that we previously provided you with a $15.00 monthly credit for six months. When the credit rolled off the regular price was applied.
On March 24, 2015, your service was disconnected as we received a $20.19 credit card chargeback from your bank. These funds were returned to your financial institution.
Our records indicate that you participated in the DISH'n It Up equipment upgrade on August 14, 2014, with a 24-month commitment. Since the service was disconnected prior to the promotional fulfillment date, you were billed $170.00 for an early termination fee. In addition, because the equipment was not returned to DISH Network in a timely manner, you were also billed $248.00 for unreturned equipment.
When we spoke today, per your request, I restored your service with the America's Top 120 package with the DVR fee at $66.99 per month before tax. I applied a $15.00 monthly credit for 20 months, waived the early termination fee and reversed the equipment fees. I also advised you that we are unable to accept credit card payments for six months, due to the payment dispute. A paper bill will be mailed to your address. 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]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
September 11, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On September 5, 2017, we received your complaint, dated September 4, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you disconnected your service because you were unhappy with the picture quality on the standard-definition channels. You maintain that you were told it was a known issue with our equipment and you could cancel without penalty. Your DISH Network service was activated on August 30, 2017, with a 24-month commitment. Please be advised that we do not offer a trial period for our service. Please be also advised that this is not a known issue with our equipment. Although the majority of our channels are available in high definition, some are not. However, you have the option to change the format to improve the picture on the standard-definition channels. When our technicians went to your home, they confirmed that there were no issues with your equipment. Your service was disconnected on September 2, 2017. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. When I spoke with you by phone on September 8, 2017, I advised you that while I reversed the early termination fee from your account, I applied a charge of $100.00 to cover the installation. Please allow seven to ten business days to receive a revised bill. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]