December 22, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 21, 2015, we received your complaint, dated December 16, 2015, filed with the Revdex.com.
You...
indicated that when you removed your account from DISH Pause status, you were charged for the movie channels and when you called to dispute the charges, only a partial adjustment was made. You requested that we remove the additional charges.
When I spoke with you by telephone today, I informed you that I applied a $97.47 credit to your account for the charges you incurred. Additionally, I removed the Protection Plan warranty and applied a $6.94 credit for these charges.
You made a $108.05 payment and I restarted your service. All charges for equipment and the early termination fee were reversed.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
January 7, 2016 Ms. [redacted], VA [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You expressed further concern with the promotional offer that was approved for DISH Network service. As previously advised, DISH Network offers several promotions that require a credit qualification. Based on the information obtained, you only qualify for our Flex TV offer, which requires an upfront payment for an activation fee and the purchase of equipment. These fees cannot be waived or billed at a later date. We regret that you do not agree with our business policies. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ([redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 5, 2015/10/20) */
October 19, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 14, 2015, we received your correspondence, dated October 13, 2015, filed...
with the Revdex.com.
You stated that you experienced signal loss with your DISH Network service. This led you to disconnect your service prior to fulfilling your contract. You have been billed for your early termination fee and you indicated that you made verbal changes to your contract to waive the early termination fee under these circumstances. You requested that the $278.92 balance be waived and removed from collections.
When we spoke on October 14, 2015, I explained that you were unable to alter the contract in any way. However, as a courtesy, I agreed to waive your early termination fee. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If a party is unable to alter any terms of a contract, the contract is an unenforceable adhesion contract. Further, the initial contract was oral in nature on a recorded line. The representative specifically asks if the customer "accepts the terms of this contract." This is the conversation where I added in the caveat specific to service delivery.
Furthermore, DISH still seems to contend that their delivery of service is not a requirement of them under the contract. They continue to breach their own contract by failing to deliver service, a point which should be addressed in a more appropriate forum (i.e. class action litigation). I accept this resolution as it pertains to my facts, but other customers are still being taken advantage of by DISH Network in the manner I've detailed above. The Revdex.com should continue to push this issue on a broader basis, and require that DISH either fulfill their contract or not be allowed to profit (through the issuance of early termination fees) by the very contract they've left unfulfilled.
Complaint: [redacted]
I am rejecting this response because: Today I received a call from [redacted], Attorney at Law, in response to my State Bar complaint. Mr. [redacted] advised he has zero connections with BillAdvisor. Mr. [redacted] stated he is the only [redacted] Attorney in the State of Texas. He further advised this is a typical scam, to bill under a fraudulent name. My credit card company already expressed these fraudulent practices when I disputed the charges. Mr. [redacted] requested that I contact my Credit Card and advise them he did not authorize his name to be used to charge people through BillAdvisor. I will be forwarding his information to my Credit Card company. If this is a legitimate company, why are they charging people under fraudulent circumstances/names? Why will GoDish not permit me to listen to my "affirmative" response for this unethical company? Federal Law does not restrict my request, Dave with Dish is wrong on that matter. I can not stress enough this has nothing to do with the "small" amount of monies lost, and everything to do with ethics! I remain shocked that a big company permits their customers to be taken advantage of when they simply want to sign up for satellite tv.
Sincerely,
[redacted]
June 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com. You said that you initiated your account under our 2-Year Price Guarantee promotion, but then your monthly rate increased. When we spoke, I advised you that your account has been active for over five years. You contacted us on August 6, 2015, to request the 2-Year Price Guarantee promotion, but the agent with whom you spoke informed you that that promotion was for new activations only. As a courtesy, the agent applied a monthly $17.00 credit for 24 months. As your account has been active for well over two years and is not eligible for the promotion to which you refer, we are unable to apply additional adjustments to your billing. 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
November 17, 2016 Dear Ms. [redacted]: On November 16, 2016, we received your rebuttal, dated November 14, 2016, filed with the Revdex.com. You feel that you shouldn’t have to pay a fee to have your satellite dish removed from your roof because you paid for our service on a regular basis. As you were previously advised, your request to have us remove your satellite dish at no cost has been denied. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
January 26, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 25, 2017, we received your complaint, dated January 25, 2017, filed with the Revdex.com. You said that you were provided incorrect information concerning your account and billing. You disputed the early termination fee applied to your DISH Network account and you requested that it be waived. When we spoke, I informed you that I had reviewed the calls you made to us and found you were advised that you were receiving monthly billing credits. In addition, the agents with whom you spoke advised you that the credits were for a limited time. Furthermore, your monthly bill lists the credits and the number of monthly adjustments remaining (e.g., courtesy credit 1 of 6, courtesy credit 2 of 6). While we regret any inconvenience, as you were advised of and agreed to the terms of our DISH’n It Up promotion and as a review of your calls revealed that your billing was explained to you correctly, we are unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On March 8, 2018, we received your complaint, dated March 7, 2018, filed with the Revdex.com. You indicated that you terminated your DISH Network services and you were charged an early termination fee of $510.00. Although you requested that this amount be split into two payments, you were told the full amount would be removed from your bank account in 20 days. When we spoke, I advised you that I waived the internet early termination fee as a courtesy. I also informed you that we would accept the remaining amount of $332.25 in two payments--$166.13 and $166.12. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. You maintain that the sales representative told you that you would have the same programming that was in your DIRECTV package. You indicated that customer service was unwilling to assist you and you disputed the early termination fee. You also stated that you experienced technical issues. This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). A review of the sales call on August 1, 2015, reveals that there was no request to have the same channels as you had with DIRECTV. The agent asked you what channels you like to watch and you stated, “Lifetime, MTV and local channels--nothing special”, and that your husband likes sports. The agent offered the America’s Top 200 package which included the channels you mentioned. Later in the call, you asked your husband what channels he watched. You mentioned channels AMC, A&E and MASN. Since those channels were included in the America’s Top 200, you said this was good. When I spoke with you by telephone today, you disagreed with our findings and terminated the call. Your account was activated with the correct information and the 24-month commitment and early termination fee are valid. Our records do not reveal any reported technical issues. If you are experiencing technical issues, please contact our technical support department. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
December 14, 2017 Mr. [redacted] D. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 7, 2017, we received your complaint, dated November 10, 2017, filed with the Revdex.com. You said that you bought a house with a dish attached to it. You indicated that when you removed the dish, you found the siding had been cut and you requested it be repaired. When we spoke, you said you understand that you bought the home as is and that DISH Network cannot make the repairs you requested. When you contacted us previously, you were advised that someone would be contacting you concerning this issue, but you did not receive any calls which spurred your complaint. I reviewed your call to us and I will address this issue internally. As we discussed, our technicians will install wherever they are able to get the best signal strength; but, the homeowner must authorize the placement. We sincerely appreciate you bringing your experience to our attention so that we may address it immediately. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/09) */
September 4, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with...
the Revdex.com.
You stated that you made several unsuccessful attempts to cancel your DISH Network service. Your account was not disconnected as you requested and you are displeased with the attempts made to retain your business. You requested that your account be disconnected.
In our September 1, 2015, email correspondence, I confirmed that your account was disconnected effective August 28, 2015. As a courtesy for the inconvenience you experienced, I waived the $14.16 balance on your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
November 6, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On November 3, 2015, we received your correspondence, dated November 2, 2015, filed with the Revdex.com.
You said you...
canceled your service in October 2014 and returned the leased equipment. You indicated you are receiving emails showing a monthly balance due. You requested that your email address be removed and you disputed the balance.
I attempted to reach you at [redacted]3 on November 4, 5 and 6, 2015. I left three voice messages. While you returned my call we were unable to speak directly.
You called DISH Network on October 16, 2014. I reviewed your recorded call and found that you agreed to place your account on DISH Pause for nine months. The agent explained that when DISH Pause ended, the service would be restored. DISH Pause ended on July 30, 2015, and the account was disconnected due to nonpayment on October 7, 2015. We have no record of a disconnection request prior to this date. We also have no record that the leased equipment was returned to DISH Network. Since you maintain you returned it, please provide proof of the return for further investigation. You may email the tracking information to me at [redacted].
Our records reveal we sent a monthly billing statements and notification regarding the removal of DISH Pause to [redacted]. We have no record that you reported concerns until October 29, 2015.
Although we have no record of a request to cancel service, I made an exception and reversed the programing balance of $211.53. In addition, your email address was removed from our system.
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]
November 28 2017 Ms. [redacted] R. [redacted] Re: Revdex.com Complaint # [redacted] ...
8[redacted]###-###-####775 Dear Ms. [redacted]: On November 15, 2017, we received your complaint, dated November 14, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on November 15, 16 and 28, 2017, and I left three messages. I also sent an email to [redacted]@yahoo.com with a request to contact me. You disputed a $99.00 unreturned equipment fee that was applied to your account and you requested that the charge be removed. Our records reveal that the fee was removed on November 14, 2017. 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 ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/19) */
June 18, 2015
Mr. and Mrs. [redacted] and [redacted] Ave.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On June 17, 2015, we received your complaint, dated...
June 16, 2015, filed with the Revdex.com.
You said that you didn't agree to a term commitment with your DISH Network service. You indicated that you c**sed your account due to your monthly rate increasing. You would like the early termination fee waived and for your equipment to be picked up.
When we spoke by phone, I explained that before your account was activated we sent a sales confirmation email to [redacted].COM which explained your promotion terms and conditions. Also, on the day you activated your service, your contract was emailed to the same address. Our records don't reflect that you contacted us to dispute your contract. Therefore, we consider the early termination fee of $240.00 to be accurate. I have enc**sed a copy of your contract for your records.
I advised you that you experienced a rate increase after your 12th month of service, as we offered a one-year $25.00 monthly credit as a benefit of agreeing to the commitment.
Furthermore, I advised you that we do not send a technician to retrieve your leased equipment, but we do send a box and label in which to return it.
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]
Enc**sure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think it is bogus that you send it in an e mail I do not have a computer so everything is over the phone I have I cant open links to things on it so I never see the contract a contract should be mailed so the person can not say they haven't seen it I will restart service by june 30th to avoid charges but I will NEVER again recommend you to another family member or friend you have got to be the worst cable company there is and I will continue to b**g and let people know how you treat your customers and your poor training to your emp**yees! I am truly disgusted with the customer service you guys offer and I am mot going to be using your service after my so called contract and further more I find it highly unlikely that you cant "find" the start service recording!!! just an easy way out you are a horrible business and I think your so called customer service is ridicu**us.
Initial Business Response /* (1000, 5, 2015/11/11) */
November 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 6, 2015, we received your complaint, dated November 5, 2015, filed with the...
Revdex.com.
You maintain that you continue to be billed for service even though you changed service providers on September 1, 2015. You requested that the billing cease and our equipment be removed from your property.
A review of your account shows that while you contacted us on August 30, 2015, this call was for technical assistance with the equipment. Your service was interrupted for non-payment on October 4, 2015, and was fully disconnected on November 3, 2015. At that time, your account was left with an unpaid balance of $102.88, which included a $10.00 box return fee.
When I spoke with you by phone on November 6, 2015, I advised you that I made an exception and removed the service charges from your account, leaving a zero balance.
When you agreed to a free installation of our equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the remotes and receivers and will provide UPS boxes for the return. We do not require the return of the satellite dish.
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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They stated I was disconnected for non payment, true I did discontinue payment, but only after I stopped services. When they phoned they kept talking over me and not listening. Dish stated when I agreed to free instillation it did not include removal. At no time during the instilation process was I informed should I discontinue services that I would be charged for the removal or disconnection. All fees should be listed and agreed upon before Dish does any instillation. The boxes have been returned. The $ 102.88 was should have been for Sept 12 to Oct 11 a time I no longer needed them, if anything I should receive a prorated refund for Sept 1 through the 12 at which I no longer needed Dish service. However I have not requested that back. I only ask Dish to stop billing me.
To know for sure if my issues have been resolved I will have to wait and see if they generate another bill next month.
Final Business Response /* (4000, 9, 2015/11/23) */
November 17, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 16, 2015, filed with the Revdex.com.
You expressed further concern with the charges on your account for service after August 30, 2015. You also stated that you were not told previously that there would be a cost to remove the satellite dish once the service was canceled.
As previously advised, our records do not show that you contacted us on or around August 30, 2015, to disconnect your service; however, I made an exception and reversed the balance from your account. As of November 9, 2015, your account has a zero balance.
Additionally, as we do not require the satellite dish to be returned, we will not send a technician to remove it.
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]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 11, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms. [redacted]: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com. You said you moved and you are unable to have service at your new location. You disputed the early termination fee. I attempted to reach you at ([redacted] on February 26, 27 and 28, 2018. I left three voice messages. I also sent an email to [redacted]. I was unable to locate an account with the information you provided. So that I may assist you with this matter, please contact me and provide your 16-digit account number. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina [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]
July 26, 2016 Dear Mr. [redacted]: On July 21, 2016, we received your correspondence, dated July 18, 2016, filed with the Revdex.com. You expressed concern with our Hopper advertisements--specifically the available tuners for recording. You...
requested programming credits or free premium channels. When we spoke today, you said the advertisement you are referencing was on our information channel. Your feedback and concerns will be shared internally with the appropriate personnel. As a courtesy, I scheduled a technician visit for July 27, 2016, between the hours of noon and 5:00 pm for a free Hopper 3 with Joey receiver upgrade. Your DVR service fee will increase by $3.00 per month. I also waived the separate 24-month term commitment for this DISH’ It Up equipment upgrade. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
February 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On February 8, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern regarding the change of an email address associated with your DISH Network account. You wanted to know how someone named [redacted] received your account information. Although you maintain that someone named [redacted] accessed your account and changed your email address, our records reveal that we received an email from you. It was addressed to Mr. [redacted], the Chairman of DISH Network. Your account was not accessed by anyone named [redacted]. A review of this account reveals that the email address was changed by [redacted], who was present during the installation on November 12, 2015. She updated it from [redacted]@gmail.com to [redacted]@gmail.com. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
Initial Business Response /* (1000, 5, 2015/11/04) */
November 3, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 27, 2015, we received your complaint, dated October 26, 2015, filed...
with the Revdex.com.
You said that you are being billed for unreturned equipment that you were told not to return. You asked that the charges be waived.
When we spoke I advised you that I reviewed the recording of the call during which you cancelled your DISH Network account. During this call you told our agent that Windstream advised you to throw away your equipment. I explained that we advise our customers at the point of sale, in our contract, and when they close their account that leased equipment must be returned.
I told you that we consider the charges to be accurate. However, as an exception, I agreed to waive half of the balance once you have submitted a payment of $131.44. You agreed to my resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
December 22, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 21, 2015, we received your complaint, dated December 16, 2015, filed with the Revdex.com.
You...
indicated that when you removed your account from DISH Pause status, you were charged for the movie channels and when you called to dispute the charges, only a partial adjustment was made. You requested that we remove the additional charges.
When I spoke with you by telephone today, I informed you that I applied a $97.47 credit to your account for the charges you incurred. Additionally, I removed the Protection Plan warranty and applied a $6.94 credit for these charges.
You made a $108.05 payment and I restarted your service. All charges for equipment and the early termination fee were reversed.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
January 7, 2016 Ms. [redacted], VA [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You expressed further concern with the promotional offer that was approved for DISH Network service. As previously advised, DISH Network offers several promotions that require a credit qualification. Based on the information obtained, you only qualify for our Flex TV offer, which requires an upfront payment for an activation fee and the purchase of equipment. These fees cannot be waived or billed at a later date. We regret that you do not agree with our business policies. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ([redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 5, 2015/10/20) */
October 19, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 14, 2015, we received your correspondence, dated October 13, 2015, filed...
with the Revdex.com.
You stated that you experienced signal loss with your DISH Network service. This led you to disconnect your service prior to fulfilling your contract. You have been billed for your early termination fee and you indicated that you made verbal changes to your contract to waive the early termination fee under these circumstances. You requested that the $278.92 balance be waived and removed from collections.
When we spoke on October 14, 2015, I explained that you were unable to alter the contract in any way. However, as a courtesy, I agreed to waive your early termination fee. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If a party is unable to alter any terms of a contract, the contract is an unenforceable adhesion contract. Further, the initial contract was oral in nature on a recorded line. The representative specifically asks if the customer "accepts the terms of this contract." This is the conversation where I added in the caveat specific to service delivery.
Furthermore, DISH still seems to contend that their delivery of service is not a requirement of them under the contract. They continue to breach their own contract by failing to deliver service, a point which should be addressed in a more appropriate forum (i.e. class action litigation). I accept this resolution as it pertains to my facts, but other customers are still being taken advantage of by DISH Network in the manner I've detailed above. The Revdex.com should continue to push this issue on a broader basis, and require that DISH either fulfill their contract or not be allowed to profit (through the issuance of early termination fees) by the very contract they've left unfulfilled.
Complaint: [redacted]
I am rejecting this response because: Today I received a call from [redacted], Attorney at Law, in response to my State Bar complaint. Mr. [redacted] advised he has zero connections with BillAdvisor. Mr. [redacted] stated he is the only [redacted] Attorney in the State of Texas. He further advised this is a typical scam, to bill under a fraudulent name. My credit card company already expressed these fraudulent practices when I disputed the charges. Mr. [redacted] requested that I contact my Credit Card and advise them he did not authorize his name to be used to charge people through BillAdvisor. I will be forwarding his information to my Credit Card company. If this is a legitimate company, why are they charging people under fraudulent circumstances/names? Why will GoDish not permit me to listen to my "affirmative" response for this unethical company? Federal Law does not restrict my request, Dave with Dish is wrong on that matter. I can not stress enough this has nothing to do with the "small" amount of monies lost, and everything to do with ethics! I remain shocked that a big company permits their customers to be taken advantage of when they simply want to sign up for satellite tv.
Sincerely,
[redacted]
June 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com. You said that you initiated your account under our 2-Year Price Guarantee promotion, but then your monthly rate increased. When we spoke, I advised you that your account has been active for over five years. You contacted us on August 6, 2015, to request the 2-Year Price Guarantee promotion, but the agent with whom you spoke informed you that that promotion was for new activations only. As a courtesy, the agent applied a monthly $17.00 credit for 24 months. As your account has been active for well over two years and is not eligible for the promotion to which you refer, we are unable to apply additional adjustments to your billing. 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
November 17, 2016 Dear Ms. [redacted]: On November 16, 2016, we received your rebuttal, dated November 14, 2016, filed with the Revdex.com. You feel that you shouldn’t have to pay a fee to have your satellite dish removed from your roof because you paid for our service on a regular basis. As you were previously advised, your request to have us remove your satellite dish at no cost has been denied. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
January 26, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 25, 2017, we received your complaint, dated January 25, 2017, filed with the Revdex.com. You said that you were provided incorrect information concerning your account and billing. You disputed the early termination fee applied to your DISH Network account and you requested that it be waived. When we spoke, I informed you that I had reviewed the calls you made to us and found you were advised that you were receiving monthly billing credits. In addition, the agents with whom you spoke advised you that the credits were for a limited time. Furthermore, your monthly bill lists the credits and the number of monthly adjustments remaining (e.g., courtesy credit 1 of 6, courtesy credit 2 of 6). While we regret any inconvenience, as you were advised of and agreed to the terms of our DISH’n It Up promotion and as a review of your calls revealed that your billing was explained to you correctly, we are unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
March 12, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 8, 2018, we received your complaint, dated March 7, 2018, filed with the Revdex.com. You indicated that you terminated your DISH Network services and you were charged an early termination fee of $510.00. Although you requested that this amount be split into two payments, you were told the full amount would be removed from your bank account in 20 days. When we spoke, I advised you that I waived the internet early termination fee as a courtesy. I also informed you that we would accept the remaining amount of $332.25 in two payments--$166.13 and $166.12. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 15, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. You maintain that the sales representative told you that you would have the same programming that was in your DIRECTV package. You indicated that customer service was unwilling to assist you and you disputed the early termination fee. You also stated that you experienced technical issues. This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). A review of the sales call on August 1, 2015, reveals that there was no request to have the same channels as you had with DIRECTV. The agent asked you what channels you like to watch and you stated, “Lifetime, MTV and local channels--nothing special”, and that your husband likes sports. The agent offered the America’s Top 200 package which included the channels you mentioned. Later in the call, you asked your husband what channels he watched. You mentioned channels AMC, A&E and MASN. Since those channels were included in the America’s Top 200, you said this was good. When I spoke with you by telephone today, you disagreed with our findings and terminated the call. Your account was activated with the correct information and the 24-month commitment and early termination fee are valid. Our records do not reveal any reported technical issues. If you are experiencing technical issues, please contact our technical support department. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
December 14, 2017 Mr. [redacted] D. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 7, 2017, we received your complaint, dated November 10, 2017, filed with the Revdex.com. You said that you bought a house with a dish attached to it. You indicated that when you removed the dish, you found the siding had been cut and you requested it be repaired. When we spoke, you said you understand that you bought the home as is and that DISH Network cannot make the repairs you requested. When you contacted us previously, you were advised that someone would be contacting you concerning this issue, but you did not receive any calls which spurred your complaint. I reviewed your call to us and I will address this issue internally. As we discussed, our technicians will install wherever they are able to get the best signal strength; but, the homeowner must authorize the placement. We sincerely appreciate you bringing your experience to our attention so that we may address it immediately. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/09) */
September 4, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with...
the Revdex.com.
You stated that you made several unsuccessful attempts to cancel your DISH Network service. Your account was not disconnected as you requested and you are displeased with the attempts made to retain your business. You requested that your account be disconnected.
In our September 1, 2015, email correspondence, I confirmed that your account was disconnected effective August 28, 2015. As a courtesy for the inconvenience you experienced, I waived the $14.16 balance on your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
November 6, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On November 3, 2015, we received your correspondence, dated November 2, 2015, filed with the Revdex.com.
You said you...
canceled your service in October 2014 and returned the leased equipment. You indicated you are receiving emails showing a monthly balance due. You requested that your email address be removed and you disputed the balance.
I attempted to reach you at [redacted]3 on November 4, 5 and 6, 2015. I left three voice messages. While you returned my call we were unable to speak directly.
You called DISH Network on October 16, 2014. I reviewed your recorded call and found that you agreed to place your account on DISH Pause for nine months. The agent explained that when DISH Pause ended, the service would be restored. DISH Pause ended on July 30, 2015, and the account was disconnected due to nonpayment on October 7, 2015. We have no record of a disconnection request prior to this date. We also have no record that the leased equipment was returned to DISH Network. Since you maintain you returned it, please provide proof of the return for further investigation. You may email the tracking information to me at [redacted].
Our records reveal we sent a monthly billing statements and notification regarding the removal of DISH Pause to [redacted]. We have no record that you reported concerns until October 29, 2015.
Although we have no record of a request to cancel service, I made an exception and reversed the programing balance of $211.53. In addition, your email address was removed from our system.
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]
November 28 2017 Ms. [redacted] R. [redacted] Re: Revdex.com Complaint # [redacted] ...
8[redacted]###-###-####775 Dear Ms. [redacted]: On November 15, 2017, we received your complaint, dated November 14, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on November 15, 16 and 28, 2017, and I left three messages. I also sent an email to [redacted]@yahoo.com with a request to contact me. You disputed a $99.00 unreturned equipment fee that was applied to your account and you requested that the charge be removed. Our records reveal that the fee was removed on November 14, 2017. 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 ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/19) */
June 18, 2015
Mr. and Mrs. [redacted] and [redacted] Ave.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On June 17, 2015, we received your complaint, dated...
June 16, 2015, filed with the Revdex.com.
You said that you didn't agree to a term commitment with your DISH Network service. You indicated that you c**sed your account due to your monthly rate increasing. You would like the early termination fee waived and for your equipment to be picked up.
When we spoke by phone, I explained that before your account was activated we sent a sales confirmation email to [redacted].COM which explained your promotion terms and conditions. Also, on the day you activated your service, your contract was emailed to the same address. Our records don't reflect that you contacted us to dispute your contract. Therefore, we consider the early termination fee of $240.00 to be accurate. I have enc**sed a copy of your contract for your records.
I advised you that you experienced a rate increase after your 12th month of service, as we offered a one-year $25.00 monthly credit as a benefit of agreeing to the commitment.
Furthermore, I advised you that we do not send a technician to retrieve your leased equipment, but we do send a box and label in which to return it.
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]
Enc**sure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think it is bogus that you send it in an e mail I do not have a computer so everything is over the phone I have I cant open links to things on it so I never see the contract a contract should be mailed so the person can not say they haven't seen it I will restart service by june 30th to avoid charges but I will NEVER again recommend you to another family member or friend you have got to be the worst cable company there is and I will continue to b**g and let people know how you treat your customers and your poor training to your emp**yees! I am truly disgusted with the customer service you guys offer and I am mot going to be using your service after my so called contract and further more I find it highly unlikely that you cant "find" the start service recording!!! just an easy way out you are a horrible business and I think your so called customer service is ridicu**us.
Initial Business Response /* (1000, 5, 2015/11/11) */
November 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 6, 2015, we received your complaint, dated November 5, 2015, filed with the...
Revdex.com.
You maintain that you continue to be billed for service even though you changed service providers on September 1, 2015. You requested that the billing cease and our equipment be removed from your property.
A review of your account shows that while you contacted us on August 30, 2015, this call was for technical assistance with the equipment. Your service was interrupted for non-payment on October 4, 2015, and was fully disconnected on November 3, 2015. At that time, your account was left with an unpaid balance of $102.88, which included a $10.00 box return fee.
When I spoke with you by phone on November 6, 2015, I advised you that I made an exception and removed the service charges from your account, leaving a zero balance.
When you agreed to a free installation of our equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the remotes and receivers and will provide UPS boxes for the return. We do not require the return of the satellite dish.
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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They stated I was disconnected for non payment, true I did discontinue payment, but only after I stopped services. When they phoned they kept talking over me and not listening. Dish stated when I agreed to free instillation it did not include removal. At no time during the instilation process was I informed should I discontinue services that I would be charged for the removal or disconnection. All fees should be listed and agreed upon before Dish does any instillation. The boxes have been returned. The $ 102.88 was should have been for Sept 12 to Oct 11 a time I no longer needed them, if anything I should receive a prorated refund for Sept 1 through the 12 at which I no longer needed Dish service. However I have not requested that back. I only ask Dish to stop billing me.
To know for sure if my issues have been resolved I will have to wait and see if they generate another bill next month.
Final Business Response /* (4000, 9, 2015/11/23) */
November 17, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 16, 2015, filed with the Revdex.com.
You expressed further concern with the charges on your account for service after August 30, 2015. You also stated that you were not told previously that there would be a cost to remove the satellite dish once the service was canceled.
As previously advised, our records do not show that you contacted us on or around August 30, 2015, to disconnect your service; however, I made an exception and reversed the balance from your account. As of November 9, 2015, your account has a zero balance.
Additionally, as we do not require the satellite dish to be returned, we will not send a technician to remove it.
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]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 11, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 1, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Ms. [redacted]: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com. You said you moved and you are unable to have service at your new location. You disputed the early termination fee. I attempted to reach you at ([redacted] on February 26, 27 and 28, 2018. I left three voice messages. I also sent an email to [redacted]. I was unable to locate an account with the information you provided. So that I may assist you with this matter, please contact me and provide your 16-digit account number. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina [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]
July 26, 2016 Dear Mr. [redacted]: On July 21, 2016, we received your correspondence, dated July 18, 2016, filed with the Revdex.com. You expressed concern with our Hopper advertisements--specifically the available tuners for recording. You...
requested programming credits or free premium channels. When we spoke today, you said the advertisement you are referencing was on our information channel. Your feedback and concerns will be shared internally with the appropriate personnel. As a courtesy, I scheduled a technician visit for July 27, 2016, between the hours of noon and 5:00 pm for a free Hopper 3 with Joey receiver upgrade. Your DVR service fee will increase by $3.00 per month. I also waived the separate 24-month term commitment for this DISH’ It Up equipment upgrade. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
February 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On February 8, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern regarding the change of an email address associated with your DISH Network account. You wanted to know how someone named [redacted] received your account information. Although you maintain that someone named [redacted] accessed your account and changed your email address, our records reveal that we received an email from you. It was addressed to Mr. [redacted], the Chairman of DISH Network. Your account was not accessed by anyone named [redacted]. A review of this account reveals that the email address was changed by [redacted], who was present during the installation on November 12, 2015. She updated it from [redacted]@gmail.com to [redacted]@gmail.com. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
Initial Business Response /* (1000, 5, 2015/11/04) */
November 3, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 27, 2015, we received your complaint, dated October 26, 2015, filed...
with the Revdex.com.
You said that you are being billed for unreturned equipment that you were told not to return. You asked that the charges be waived.
When we spoke I advised you that I reviewed the recording of the call during which you cancelled your DISH Network account. During this call you told our agent that Windstream advised you to throw away your equipment. I explained that we advise our customers at the point of sale, in our contract, and when they close their account that leased equipment must be returned.
I told you that we consider the charges to be accurate. However, as an exception, I agreed to waive half of the balance once you have submitted a payment of $131.44. You agreed to my resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]