Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
January 8, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 3, 2018, we received your complaint, dated January 2, 2018, filed with the Revdex.com. You requested to change your payment due date to the 3rd of the month. When I spoke with Mrs. [redacted] today, I informed her that I will change the payment due date to the 3rd of the month. This will take two billing periods to process. I also explained that your monthly billing rate increased by $5.00, because eAutoPay was removed from your account on January 2, 2018. However, this credit may be reapplied if eAutopay is restored. Mrs. [redacted] disagreed and per her request, I disconnected your service. I made an exception and waived the early termination fee. We ask that the leased equipment be returned to DISH Network. A return box and label will be delivered to your address by [redacted]. I submitted a total refund in the amount of $131.05. Please allow five business days for processing. When you agreed to eAutoPay, you authorized DISH Network to collect the full amount due every month. We are unable to provide compensation for bank fees. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted] 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.
Although I still do not agree with the early termination fee, the rest of it, while annoying since its been back and forth and a waste of my time is satisfactory.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/07/02) */
July 1, 2015
[redacted] and [redacted] and [redacted]
[redacted] M **
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 26, 2015, we received your correspondence, dated June...
25, 2015, filed with the Revdex.com.
You expressed concern that your DISH Network account was turned over to collections. You maintain you have not had service for one year and mentioned that you experienced service issues that were not resolved. However, you not specify.
I attempted to reach you at (XXX) XXX-XXXX on June 26 and 30, 2015, and July 1, 2015. I left three voice messages.
Our records show that your service was disconnected due to nonpayment on September 14, 2014, leaving a balance due of $91.61. We have no record that issues with your service were reported prior to receiving this correspondence. Nevertheless, I reversed the balance from your account. This information will be removed from your credit report. Please allow eight weeks for processing with the credit bureaus.
If you would like to restore your service, we ask that the first month of programming be paid up front. When the service is restored, troubleshooting steps will need to be performed over the phone with a technical support representative. If necessary, a technician visit will be scheduled.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:Dish is not taking responsibility for their negligence 1. The tech that put in dish tv issues a. Put dish on a hillside on the ground and did not make it stable b. did not tighten bolts on stand they were wobbley c. did not put wires back in cable box and left them hanging out in the elements d. got a very poor signal that he knew would only last a few days or til a hard wind would blow a tree in the signal beam. e. Did not do his job in a professional manner.2. The second tech a. Could not find suitable signal anywhere on my property and said the first tech should have never installed it.3. The field supervisor. a. Said he should use our installation on not what to do in a training video b. said the 1st tech was not trained properly and needs retraining. I want compensated $100 for your company being so unprofessional and wasting many hours of my time.
Sincerely,
[redacted]
Ms. [redacted]: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You stated that you were moving to a location where satellite TV service is not allowed but that a friend of yours, Mr. [redacted], wished to start a new account at your previous address. When we spoke, I advised you that DISH Network provided you options that are within our business rules. We offered to keep the account as is and Mr. [redacted] would use the service and pay the bill but you would be responsible for the account, we offered to transfer the account to Mr. [redacted] so that you are no longer responsible for it, or to disconnect the account with an early termination fee. Our first offer you declined as you no longer wished to be responsible for the account. Our second offer was declined by Mr. [redacted] because he wished to have a monthly discount of $45.00 and our business rules provide for a monthly $10.00 discount. You declined the last option as you wished to avoid paying the early termination fee. Please note that you are currently receiving a monthly $12.00 credit for 24 months as part of your promotion. Under our ownership transfer rules, Mr. [redacted] would receive a monthly $10.00 credit for 20 months. After we spoke, Mr. [redacted] from our Executive Escalations Team contacted you and agreed to waive your early termination fee and initiate a new account for Mr. [redacted]. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
September 6, 2016 Dear Ms. [redacted]: On August 29, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 1, 2 and 6, 2016, have been unsuccessful; however, I was able to leave a...
voice message on each attempt. You said that you agreed to receive the America’s Top 200 channel package for $64.99 a month; however, you expressed concern over being billed $74.99. You requested to be released form your contract. Your monthly rate for the America’s Top 200 channel package is $64.99; but, because you chose to receive a DVR receiver, there is a $10.00 fee for the DVR service added on. This is a valid fee and cannot be waived. Your request to be released from your contract is denied. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/09/01) */
August 27, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with the...
Revdex.com.
You mentioned the following concerns:
Promised rate
Equipment
Monthly bill
24-month commitment
Technical issues
Customer service
You maintain that you were promised a monthly rate of $57.60. You also stated that the technician did not have the proper equipment when he arrived for your installation.
Your service was activated on December 28, 2014, with a 24-month commitment. Please be advised that your promotion includes a $30.00 monthly discount for the first 12 months of service. This reduced your monthly rate from $98.99 plus tax to $68.99 plus tax.
A review of the sales call found that you initially requested service for four TVs and the representative quoted you a monthly rate of $82.78 with tax. Toward the end of the call, you opted to have only three TVs connected and the monthly rate quoted was $75.29 with tax. This was also the amount that was applied to your credit card account on December 27, 2014, for the first month of service. We did not find that a monthly rate of $57.60 was quoted or requested.
The equipment that was requested in your installation order was a Hopper with Sling receiver, [redacted] receiver and Super [redacted] receiver to connect three TVs. When you contacted us on February 6, 2015, and said that you were supposed to be connected with four TVs, we scheduled a free upgrade to install a fourth receiver. A monthly receiver fee of $7.00 was added to your account for the fourth receiver, making your monthly rate $75.99 plus tax; however, as a courtesy, a monthly credit of $15.00 was applied for 12 months, reducing your monthly rate to $60.99 plus tax.
Please be advised that the promotion that gave you the Protection Plan for the first six months free ended on June 28, 2015. Since the service was not removed, you began to be billed the regular service fee of $8.00. This made your monthly rate $68.99 plus tax.
While you were given additional monthly credits ($5.00 on March 12, 2015, for six months and $5.00 on April 12, 2015, for three months), all appropriate credits have been applied and are now expired.
You indicated that your monthly bill has been a different amount each month since May 2015. On May 13, 2015, a billing statement of $57.78 generated for services from May 28, 2015, through June 27, 2015. We did not receive a payment by your June 2, 2015, due date. As a result, the billing statement of $124.10 that generated on June 13, 2015, included the unpaid balance of $57.78 and the current month's charges of $66.32. We received two payments ($60.00 on June 14, 2015, and $49.10 on July 8, 2015) for a total of $109.10. This left an unpaid balance of $15.00.
On July 13, 2015, a billing statement of $86.32 generated for services from July 28, 2015, through August 27, 2015. This billing statement included the previous unpaid balance of $15.00 and current month's charges of $71.32. We did not receive a payment for this balance by your August 2, 2015, due date. Therefore, the billing statement of $165.12 that generated on August 13, 2015, included the unpaid balance of $86.32, a $7.00 late fee and the current month's charges of $71.80. On August 15, 2015, we received two payments for a total of $110.12. Your account was left with an unpaid balance of $55.00. Your monthly charges are correct for the services that you subscribe to.
You requested to be released from your 24-month commitment. When I spoke with you by phone on August 26, 2015, I advised you that we are unable to honor your request to waive your 24-month commitment. If you choose to disconnect your service, you will be charged an early termination fee.
Although you mentioned that you are experiencing technical issues with your service, you declined my offer to schedule a technician visit. You may contact me directly if you would like to accept this offer.
You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
November 7, 2016 Dear Mrs. [redacted]: On November 1, 2016, we received your complaint, dated October 28, 2016, filed with the Revdex.com. You expressed dissatisfaction with the customer service you received when you contacted us via chat. ...
I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representative. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. When I spoke with you by phone today, I explained that our system does not have the option to make deferred payment arrangements. In order to restore your service, a payment of $261.96 is required. 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-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because:Dish seems to think that a consumer should roll over and take their abuse...I want all my money back & an apology...I am considering a full page anti-Dish add in our local paper & suing them in small claims court.
Sincerely,
[redacted]
Dear Ms. [redacted]: On February 11, 2016, we received your rebuttal, dated February 11, 2016, filed with the Revdex.com. You stated that DISH Network owes you a $275.31 refund on your disconnected account. You indicated that you were provided incorrect programming information when you purchased your service from I Dish, an independent retail service provider. You said that you disconnected your service on November 22, 2015, and DISH Network applied a $75.00 and a $130.31 debit to your bank account. This was done without your authorization and you incurred $70.00 in non-sufficient funds (NSF) fees. You requested that these charges be refunded. My three attempts to contact you at ###-###-#### on February 12, 15 and 16, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response. The $75.00 collected on November 18, 2015, was your activation fee and additional receiver fee. This payment was authorized when service was established, and was not a payment for monthly service. Your account was not disconnected when you called on November 22, 2015, because you ended the call without completing the disconnection process. As a result, the account remained active and you were charged $130.31 on December 12, 2015, through the auto-payment process you authorized when your service was established. These two payments were reversed and the funds were returned. As a courtesy, I have waived your early termination fee and issued refunds for the $75.00 and $130.31 charges. The refunds were credited to the credit card accounts that they were debited from. Your account balance is resolved and I confirmed that DISH Network refunded your $49.99 processing fee in January. You will need to provide me with a copy of your bank statement supporting the NSF fees you incurred in order to receive a refund for those charges. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Tell us why here...October 18, 2016 Dear Mr. [redacted]: On October 13, 2016, we received your complaint, dated October 11, 2016, filed with the Revdex.com. You disputed that you were entered into a new 24-month agreement when your receiver was replaced...
due to technical issues. When I spoke with you by telephone today, I apologized for the inconvenience and I removed the 24-month agreement. I disconnected the service and I advised you to return the receiver and remotes to avoid unreturned equipment fees. Please keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
December 1, 2017 Mr. [redacted] 980 N. Stevens Rd. Lake City, MI 49651 Re: Revdex.com Complaint # [redacted] ...
8[redacted] Dear Mr. [redacted]: On November 20, 2017, we received your complaint, dated November 18, 2017, filed with the Revdex.com. You indicated that you were not provided with the $200.00 gift card that was offered when you initiated your DISH Network service. Your DISH Network service was activated on September 21, 2017, with a 24-month commitment. When I spoke with you by phone on November 21, 2017, I advised you that the gift card will be processed manually and will take six to eight weeks to process. I told you that we are unable to expedite the gift card as you requested. I made an exception and waived your 24-month commitment as a result of this issue. Although I scheduled an appointment for the equipment to be removed, the appointment was canceled. In your voicemail on November 28, 2017, you stated that you would keep the service active for now. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You stated that the installation of your DISH Network service was never completed. You indicated that the technician was unable to successfully install the service and meet your HOA’s requirements. You requested that your account be disconnected and your early termination fee be waived. Additionally, you would like a refund for the two payments that you made for service. When we spoke on March 9, 2016, I agreed to disconnect your account, waive your early termination fee and refund the payments you made for service. You accepted this resolution. We strive to provide excellent service and regret that your experience was unfavorable. We would appreciate the opportunity to serve you again in the future should your situation change. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
September 19, 2016 Dear Mr. [redacted]: On September 12, 2016, we received your complaint, dated September 9, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 15, 16 and 19, 2016, have been unsuccessful; however, I was able to...
leave a voice message on each attempt. You said that you were told that we offer 4k channels, but you found that to be untrue. You said that you disconnected your account and you request that we waive your early termination fee and provide you with a refund. I reviewed the recording of your sales call and I found that when you asked our agent about 4k, he told you that all we currently offer is Pay-Per-View or Video on Demand in 4k and that no channels are available. Because I didn’t find that you were misinformed, we consider the contract to be valid and are unable to provide you with a refund. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because:When I asked Dish to send me the recordings of when I was told about a contract, I was told I needed and affidavit and that they were going to collect $480 for me no matter what. I feel that I have been bullied the entire process and not once did I find kind individual that wanted to have a civil conversation with me. The more I have discussed this on social media and around our neighborhood, the more I have found this organization is known for this type of behavior.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, l would like it to be noted that even though the response from Dish indicates that the electronic device used to obtain my signature could have reflected the document to which my signature was ultimately attached, it did not do so, nor was I advised that the document was available to be reviewed.The Dish Representative who reviewed my complaint was thorough, and has resolved my issue with Dish. She was courteous and prompt in responding back to me which I appreciated.
Sincerely,
[redacted]
April 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On April 15, 2016, we received your correspondence, dated April 14, 2016, filed with the Revdex.com. You said your wife’s credit card account was debited without authorization, and you requested a refund. When I spoke with Mrs. [redacted] today, she advised me that she filed the correspondence. I advised Mrs. [redacted] that I reviewed the recorded call that took place on November 9, 2015. The call reveals that she requested the DISH’n It Up (DIU) equipment upgrade and added a Joey receiver. The agent disclosed the 24-month commitment and that the credit card account information that was used could be automatically debited for the early termination fee and the equipment fees. Mrs. [redacted] confirmed the use of the credit card account ending in 6045. Because the service was disconnected prior to the promotional fulfillment date, the $400.00 payment for the early termination fee was collected from the qualifying credit card account. Per Mrs. [redacted]’s request, the service was restored on April 14, 2016. When Mrs. [redacted] called DISH Network today, she was told that a refund of $219.58 was submitted for the credit balance on her account. Mrs. [redacted] 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
September 18, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 14, 2017, we received your complaint, dated September 13, 2017, filed with the Revdex.com. You maintain that you agreed to a monthly rate of $53.00 and you expressed concern with the increased price. You requested to review the recorded call. When we spoke today I informed you that when I reviewed your call from June 17, 2017, I found that you accepted the Renewal Offer with the America’s Top 120 package with locals and the DVR service for $61.28 including tax. If you would like to review the recorded call, you may submit a subpoena to: [redacted] If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted]
Dear Mr. [redacted]: On January 6, 2016, we received your correspondence, dated January 5, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in June 2015. You have made several requests for a refund of the $27.93 credit balance on your account....
You have not received the refund and you would like the matter resolved. When we spoke today, I apologized for the delays that you experienced and I reissued your refund. You accepted this resolution. Please allow five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
January 8, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 3, 2018, we received your complaint, dated January 2, 2018, filed with the Revdex.com. You requested to change your payment due date to the 3rd of the month. When I spoke with Mrs. [redacted] today, I informed her that I will change the payment due date to the 3rd of the month. This will take two billing periods to process. I also explained that your monthly billing rate increased by $5.00, because eAutoPay was removed from your account on January 2, 2018. However, this credit may be reapplied if eAutopay is restored. Mrs. [redacted] disagreed and per her request, I disconnected your service. I made an exception and waived the early termination fee. We ask that the leased equipment be returned to DISH Network. A return box and label will be delivered to your address by [redacted]. I submitted a total refund in the amount of $131.05. Please allow five business days for processing. When you agreed to eAutoPay, you authorized DISH Network to collect the full amount due every month. We are unable to provide compensation for bank fees. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted] 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.
Although I still do not agree with the early termination fee, the rest of it, while annoying since its been back and forth and a waste of my time is satisfactory.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/07/02) */
July 1, 2015
[redacted] and [redacted] and [redacted]
[redacted] M **
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 26, 2015, we received your correspondence, dated June...
25, 2015, filed with the Revdex.com.
You expressed concern that your DISH Network account was turned over to collections. You maintain you have not had service for one year and mentioned that you experienced service issues that were not resolved. However, you not specify.
I attempted to reach you at (XXX) XXX-XXXX on June 26 and 30, 2015, and July 1, 2015. I left three voice messages.
Our records show that your service was disconnected due to nonpayment on September 14, 2014, leaving a balance due of $91.61. We have no record that issues with your service were reported prior to receiving this correspondence. Nevertheless, I reversed the balance from your account. This information will be removed from your credit report. Please allow eight weeks for processing with the credit bureaus.
If you would like to restore your service, we ask that the first month of programming be paid up front. When the service is restored, troubleshooting steps will need to be performed over the phone with a technical support representative. If necessary, a technician visit will be scheduled.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:Dish is not taking responsibility for their negligence 1. The tech that put in dish tv issues a. Put dish on a hillside on the ground and did not make it stable b. did not tighten bolts on stand they were wobbley c. did not put wires back in cable box and left them hanging out in the elements d. got a very poor signal that he knew would only last a few days or til a hard wind would blow a tree in the signal beam. e. Did not do his job in a professional manner.2. The second tech a. Could not find suitable signal anywhere on my property and said the first tech should have never installed it.3. The field supervisor. a. Said he should use our installation on not what to do in a training video b. said the 1st tech was not trained properly and needs retraining. I want compensated $100 for your company being so unprofessional and wasting many hours of my time.
Sincerely,
[redacted]
[redacted]
*
*
*
[redacted]
*
[redacted] [redacted]
[redacted] Dear...
Ms. [redacted]: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You stated that you were moving to a location where satellite TV service is not allowed but that a friend of yours, Mr. [redacted], wished to start a new account at your previous address. When we spoke, I advised you that DISH Network provided you options that are within our business rules. We offered to keep the account as is and Mr. [redacted] would use the service and pay the bill but you would be responsible for the account, we offered to transfer the account to Mr. [redacted] so that you are no longer responsible for it, or to disconnect the account with an early termination fee. Our first offer you declined as you no longer wished to be responsible for the account. Our second offer was declined by Mr. [redacted] because he wished to have a monthly discount of $45.00 and our business rules provide for a monthly $10.00 discount. You declined the last option as you wished to avoid paying the early termination fee. Please note that you are currently receiving a monthly $12.00 credit for 24 months as part of your promotion. Under our ownership transfer rules, Mr. [redacted] would receive a monthly $10.00 credit for 20 months. After we spoke, Mr. [redacted] from our Executive Escalations Team contacted you and agreed to waive your early termination fee and initiate a new account for Mr. [redacted]. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
September 6, 2016 Dear Ms. [redacted]: On August 29, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 1, 2 and 6, 2016, have been unsuccessful; however, I was able to leave a...
voice message on each attempt. You said that you agreed to receive the America’s Top 200 channel package for $64.99 a month; however, you expressed concern over being billed $74.99. You requested to be released form your contract. Your monthly rate for the America’s Top 200 channel package is $64.99; but, because you chose to receive a DVR receiver, there is a $10.00 fee for the DVR service added on. This is a valid fee and cannot be waived. Your request to be released from your contract is denied. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/09/01) */
August 27, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with the...
Revdex.com.
You mentioned the following concerns:
Promised rate
Equipment
Monthly bill
24-month commitment
Technical issues
Customer service
You maintain that you were promised a monthly rate of $57.60. You also stated that the technician did not have the proper equipment when he arrived for your installation.
Your service was activated on December 28, 2014, with a 24-month commitment. Please be advised that your promotion includes a $30.00 monthly discount for the first 12 months of service. This reduced your monthly rate from $98.99 plus tax to $68.99 plus tax.
A review of the sales call found that you initially requested service for four TVs and the representative quoted you a monthly rate of $82.78 with tax. Toward the end of the call, you opted to have only three TVs connected and the monthly rate quoted was $75.29 with tax. This was also the amount that was applied to your credit card account on December 27, 2014, for the first month of service. We did not find that a monthly rate of $57.60 was quoted or requested.
The equipment that was requested in your installation order was a Hopper with Sling receiver, [redacted] receiver and Super [redacted] receiver to connect three TVs. When you contacted us on February 6, 2015, and said that you were supposed to be connected with four TVs, we scheduled a free upgrade to install a fourth receiver. A monthly receiver fee of $7.00 was added to your account for the fourth receiver, making your monthly rate $75.99 plus tax; however, as a courtesy, a monthly credit of $15.00 was applied for 12 months, reducing your monthly rate to $60.99 plus tax.
Please be advised that the promotion that gave you the Protection Plan for the first six months free ended on June 28, 2015. Since the service was not removed, you began to be billed the regular service fee of $8.00. This made your monthly rate $68.99 plus tax.
While you were given additional monthly credits ($5.00 on March 12, 2015, for six months and $5.00 on April 12, 2015, for three months), all appropriate credits have been applied and are now expired.
You indicated that your monthly bill has been a different amount each month since May 2015. On May 13, 2015, a billing statement of $57.78 generated for services from May 28, 2015, through June 27, 2015. We did not receive a payment by your June 2, 2015, due date. As a result, the billing statement of $124.10 that generated on June 13, 2015, included the unpaid balance of $57.78 and the current month's charges of $66.32. We received two payments ($60.00 on June 14, 2015, and $49.10 on July 8, 2015) for a total of $109.10. This left an unpaid balance of $15.00.
On July 13, 2015, a billing statement of $86.32 generated for services from July 28, 2015, through August 27, 2015. This billing statement included the previous unpaid balance of $15.00 and current month's charges of $71.32. We did not receive a payment for this balance by your August 2, 2015, due date. Therefore, the billing statement of $165.12 that generated on August 13, 2015, included the unpaid balance of $86.32, a $7.00 late fee and the current month's charges of $71.80. On August 15, 2015, we received two payments for a total of $110.12. Your account was left with an unpaid balance of $55.00. Your monthly charges are correct for the services that you subscribe to.
You requested to be released from your 24-month commitment. When I spoke with you by phone on August 26, 2015, I advised you that we are unable to honor your request to waive your 24-month commitment. If you choose to disconnect your service, you will be charged an early termination fee.
Although you mentioned that you are experiencing technical issues with your service, you declined my offer to schedule a technician visit. You may contact me directly if you would like to accept this offer.
You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
November 7, 2016 Dear Mrs. [redacted]: On November 1, 2016, we received your complaint, dated October 28, 2016, filed with the Revdex.com. You expressed dissatisfaction with the customer service you received when you contacted us via chat. ...
I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representative. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. When I spoke with you by phone today, I explained that our system does not have the option to make deferred payment arrangements. In order to restore your service, a payment of $261.96 is required. 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-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because:Dish seems to think that a consumer should roll over and take their abuse...I want all my money back & an apology...I am considering a full page anti-Dish add in our local paper & suing them in small claims court.
Sincerely,
[redacted]
Dear Ms. [redacted]: On February 11, 2016, we received your rebuttal, dated February 11, 2016, filed with the Revdex.com. You stated that DISH Network owes you a $275.31 refund on your disconnected account. You indicated that you were provided incorrect programming information when you purchased your service from I Dish, an independent retail service provider. You said that you disconnected your service on November 22, 2015, and DISH Network applied a $75.00 and a $130.31 debit to your bank account. This was done without your authorization and you incurred $70.00 in non-sufficient funds (NSF) fees. You requested that these charges be refunded. My three attempts to contact you at ###-###-#### on February 12, 15 and 16, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response. The $75.00 collected on November 18, 2015, was your activation fee and additional receiver fee. This payment was authorized when service was established, and was not a payment for monthly service. Your account was not disconnected when you called on November 22, 2015, because you ended the call without completing the disconnection process. As a result, the account remained active and you were charged $130.31 on December 12, 2015, through the auto-payment process you authorized when your service was established. These two payments were reversed and the funds were returned. As a courtesy, I have waived your early termination fee and issued refunds for the $75.00 and $130.31 charges. The refunds were credited to the credit card accounts that they were debited from. Your account balance is resolved and I confirmed that DISH Network refunded your $49.99 processing fee in January. You will need to provide me with a copy of your bank statement supporting the NSF fees you incurred in order to receive a refund for those charges. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Tell us why here...October 18, 2016 Dear Mr. [redacted]: On October 13, 2016, we received your complaint, dated October 11, 2016, filed with the Revdex.com. You disputed that you were entered into a new 24-month agreement when your receiver was replaced...
due to technical issues. When I spoke with you by telephone today, I apologized for the inconvenience and I removed the 24-month agreement. I disconnected the service and I advised you to return the receiver and remotes to avoid unreturned equipment fees. Please keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
December 1, 2017 Mr. [redacted] 980 N. Stevens Rd. Lake City, MI 49651 Re: Revdex.com Complaint # [redacted] ...
8[redacted] Dear Mr. [redacted]: On November 20, 2017, we received your complaint, dated November 18, 2017, filed with the Revdex.com. You indicated that you were not provided with the $200.00 gift card that was offered when you initiated your DISH Network service. Your DISH Network service was activated on September 21, 2017, with a 24-month commitment. When I spoke with you by phone on November 21, 2017, I advised you that the gift card will be processed manually and will take six to eight weeks to process. I told you that we are unable to expedite the gift card as you requested. I made an exception and waived your 24-month commitment as a result of this issue. Although I scheduled an appointment for the equipment to be removed, the appointment was canceled. In your voicemail on November 28, 2017, you stated that you would keep the service active for now. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You stated that the installation of your DISH Network service was never completed. You indicated that the technician was unable to successfully install the service and meet your HOA’s requirements. You requested that your account be disconnected and your early termination fee be waived. Additionally, you would like a refund for the two payments that you made for service. When we spoke on March 9, 2016, I agreed to disconnect your account, waive your early termination fee and refund the payments you made for service. You accepted this resolution. We strive to provide excellent service and regret that your experience was unfavorable. We would appreciate the opportunity to serve you again in the future should your situation change. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
September 19, 2016 Dear Mr. [redacted]: On September 12, 2016, we received your complaint, dated September 9, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 15, 16 and 19, 2016, have been unsuccessful; however, I was able to...
leave a voice message on each attempt. You said that you were told that we offer 4k channels, but you found that to be untrue. You said that you disconnected your account and you request that we waive your early termination fee and provide you with a refund. I reviewed the recording of your sales call and I found that when you asked our agent about 4k, he told you that all we currently offer is Pay-Per-View or Video on Demand in 4k and that no channels are available. Because I didn’t find that you were misinformed, we consider the contract to be valid and are unable to provide you with a refund. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because:When I asked Dish to send me the recordings of when I was told about a contract, I was told I needed and affidavit and that they were going to collect $480 for me no matter what. I feel that I have been bullied the entire process and not once did I find kind individual that wanted to have a civil conversation with me. The more I have discussed this on social media and around our neighborhood, the more I have found this organization is known for this type of behavior.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, l would like it to be noted that even though the response from Dish indicates that the electronic device used to obtain my signature could have reflected the document to which my signature was ultimately attached, it did not do so, nor was I advised that the document was available to be reviewed.The Dish Representative who reviewed my complaint was thorough, and has resolved my issue with Dish. She was courteous and prompt in responding back to me which I appreciated.
Sincerely,
[redacted]
April 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On April 15, 2016, we received your correspondence, dated April 14, 2016, filed with the Revdex.com. You said your wife’s credit card account was debited without authorization, and you requested a refund. When I spoke with Mrs. [redacted] today, she advised me that she filed the correspondence. I advised Mrs. [redacted] that I reviewed the recorded call that took place on November 9, 2015. The call reveals that she requested the DISH’n It Up (DIU) equipment upgrade and added a Joey receiver. The agent disclosed the 24-month commitment and that the credit card account information that was used could be automatically debited for the early termination fee and the equipment fees. Mrs. [redacted] confirmed the use of the credit card account ending in 6045. Because the service was disconnected prior to the promotional fulfillment date, the $400.00 payment for the early termination fee was collected from the qualifying credit card account. Per Mrs. [redacted]’s request, the service was restored on April 14, 2016. When Mrs. [redacted] called DISH Network today, she was told that a refund of $219.58 was submitted for the credit balance on her account. Mrs. [redacted] 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
September 18, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 14, 2017, we received your complaint, dated September 13, 2017, filed with the Revdex.com. You maintain that you agreed to a monthly rate of $53.00 and you expressed concern with the increased price. You requested to review the recorded call. When we spoke today I informed you that when I reviewed your call from June 17, 2017, I found that you accepted the Renewal Offer with the America’s Top 120 package with locals and the DVR service for $61.28 including tax. If you would like to review the recorded call, you may submit a subpoena to: [redacted] 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]
Dear Mr. [redacted]: On January 6, 2016, we received your correspondence, dated January 5, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in June 2015. You have made several requests for a refund of the $27.93 credit balance on your account....
You have not received the refund and you would like the matter resolved. When we spoke today, I apologized for the delays that you experienced and I reissued your refund. You accepted this resolution. Please allow five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####