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]
Initial Business Response /* (1000, 5, 2015/08/13) */
July 31, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the...
Revdex.com.
You disputed the balance associated with your DISH Network account.
When we spoke, I advised you that a review of your calls on May 7, 2015, and May 28, 2015, revealed that you requested disconnection but then agreed to keep your account active and move it to your new location. The agents with whom you spoke offered a monthly credit of $40.00 for 12 months, which you accepted. The credit was applied and you scheduled a DISH Move-In Deal; however, as your account was interrupted due to non-payment, the work order was cancelled.
I made an exception and waived the remaining $52.80 balance associated with your account. We sincerely regret any confusion.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
September 30, 2016 Dear Ms. [redacted]: On September 22, 2016, we received your complaint, dated September 20, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on September 26, 28 and 30, 2016, and I left three messages....
You expressed concern that you were supposed to receive a refund shortly after July 30, 2016, but you have not. You mentioned that we received the returned equipment on July 15, 2016. You also indicated that you had a contract for a price of $69.99, but your bill increased to $106.00 per month. Furthermore, you said the phone number you had to contact DISH Network is no longer in service. Our records reveal that you disconnected your service on July 30, 2016, and although there was a credit balance of $56.16, a refund was not issued immediately in the event that more charges would post to the account. However, a refund of $56.16 was issued on September 20, 2016. I apologize for the delay. The boxes to return the equipment were shipped on August 6, 2016, under tracking number [redacted]6 and show as delivered to you on August 9, 2016. We received the equipment on August 15, 2016. This account was activated on July 18, 2014, under the Digital Home Advantage (DHA) 24-month agreement. This agreement does not include prices or a price guarantee. At the time of activation, you took advantage of the 12-month introductory promotion that provided you with a $35.00 monthly credit for the first 12 months of service. This promotion expired on your June 3, 2016, billing statement and you began to be billed at the regular rate. This promotion is not the same thing as the 24-month agreement. You were billed correctly and no credit is due. DISH Network is open 24 hours a day, seven days a week, including weekends and holidays, at ###-###-####. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
[redacted] Dear Mrs. [redacted]: On January 11, 2018, we received your correspondence, dated January 10, 2018, filed with the Revdex.com. You said you are paying for service that is not being provided. You expressed concern with the DVR service and recordings. You indicated that you purchased another streaming service due to the missed recordings. You requested a refund and compensation. When we spoke today, to address the recording issues you described, I offed to upgrade your equipment to the Hopper 3 with a new Joey receiver at no upfront cost and with no term commitment. However, the monthly DVR service fee would increase by $3.00 per month. You declined this offer. I forwarded your concerns to our technical support team, who will contact you directly to troubleshoot your existing equipment. As a courtesy, I applied a $15.00 monthly credit to your account for 12 months. We are unable to honor your refund request. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 11, 14 and 15, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that when you placed your order for our service, you and your boyfriend (Mr. [redacted]) both provided your personal information. However, you said that you wanted the account to be in your name only. You asked that we remove Mr. [redacted] information from your account and remove the debt from his credit bureau file. We will meet your request and remove the debt from Mr. [redacted] credit report. I have updated the account to reflect your information only. Please allow eight weeks for the credit report to be amended. The current balance on your account is $706.07. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
March 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com. You stated that you contacted DISH Network twice to disconnect your service. You were informed of your early termination fee and you requested that you be sent a paper statement reflecting the charge. This was required to obtain reimbursement from your new service provider. You were not provided the statement as requested. You have made several unsuccessful attempts to resolve the matter and the delay prevented you from receiving the reimbursement. You requested that the balance be resolved and removed from collections. When we spoke today, I apologized for your experience and agreed to waive your early termination fee, as a courtesy. 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 [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]
August 26, 2016 Dear Mr. [redacted]: On August 17, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You indicated that after one year your bill increased so you disconnected your service. You stated that you...
were told that you do not have a commitment and you disputed the early termination fee that was automatically debited from your credit/debit card account. This account was activated under the Flex 24 promotion that includes a 24-month agreement. This is a Pay-In-Advance account that requires payment prior to receiving the service. You also enrolled in a 12-month promotion that provided a $45.00 monthly credit for 12 months, which reduced the price of the America’s Top 250 programming package from $84.99 to $39.99 for 12 months. It expired on your January 22, 2016, billing statement and you began to be billed the regular rate. Since you disconnected the service on March 7, 2016, you did not fulfill the 24-month agreement and a $200.00 early termination fee was applied to your account. The DHA agreement includes authorization to automatically debit your debit/credit card account for the early termination fee and unreturned equipment fees. As an exception, I reversed the $220.00 early termination fee and I submitted a refund. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Tell us why here...March 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 16, 2016, we received your rebuttal, dated March 15, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept our resolution. While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:Problem:This is my 2nd complaint regarding this issue. Dish promised a $200. gift card if I switched services, which was last August,2015. They said it would take 6 to 8 weeks to receive. I never received it. I complained and still never received it. I was told on January 8,2016 that they would send it and it would be another 6 to 8 weeks - still no card. I filed a complaint with Revdex.com (Case [redacted]) with no resolution.Desired Outcome:To receive the $200. gift card.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On May 3, 2016, we received your correspondence, dated May 2, 2016, filed with the Revdex.com. You said your monthly bill was supposed to be $49.99 a month for two years. I attempted to reach you at [redacted] May 4, 6 and 9, 2016. I left three voice messages. Although you returned my call, we were unable to speak directly. You established your account under the Flex24 promotion through an independent retailer. Because you agreed to the term commitment, we provided you with a $25.00 monthly discount for 12 months. When the credit ended the regular price was applied. Unfortunately, we are unable to research the sale of service, as the retailer is no longer in business. I waived your early termination fee, and you may cancel your service at any time without a penalty. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
July 26, 2016 Dear Ms. [redacted]: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com. You expressed concern that you were unable to get a technician visit on the day you requested. You disputed the $50.00...
fee and you maintain that you were told there would be a $300.00 early termination fee if you disconnected your service. You requested that we retrieve the equipment and disconnect the account immediately. Our records reveal that you requested a technician visit on the same day that you called (July 18, 2016), but the schedule was booked until July 20, 2016. You were also informed that you had the option to contact a local retailer. Although you called several times, you were provided the same information. Our agents also offered to waive the $50.00 technician fee. You did not accept this, so you requested that the service be terminated. On the call when you requested disconnection, the agent informed you that if the equipment was not returned, you would be charged an unreturned equipment fees of $300.00--you were not told that this was for an early termination fee. You fulfilled your commitment on September 28, 2012, and you are not subject to an early termination fee. Later that day, Mr. [redacted] called and scheduled a technician visit for July 20, 2016, between the hours of 12:00 pm and 5:00 pm, and he accepted a $20.00 credit for six months. However, the appointment was later canceled through your online account. When I spoke with you by telephone today, you informed me that you had contacted a local retailer and you then terminated the call. 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
Complaint: [redacted]
I am rejecting this response because:I am unclear what the one statement that was made in the response means. The line that says :"As DISH Network technicians have been unable to find anything wrong with your system whether caused by DISH Network or not, we are unable to provide you with compensation."Does that mean what was promised...#1 waiving of the 2 year contract and #2 a $99 credit to have a tv technician down to fix the problem?Also when I spoke with the person that was to resolve this issue from DISH, I did tell the him that the one DISH technician did say he said he saw what I was talking about but the man said that basically he probably was just agreeing with me and didn't really see a problem. I asked him if that was true was lying appropriate for his technicians. I know that there is something wrong with the picture of my tv since that first visit of this whole thing and no one, that is suppose to be in charge, that I have dealt with in the DISH company even try to understand or believe me. I am very frustrated with this whole thing and I have been a customer of theirs for about 20 years. It is really unbelievable that I would be treated this way.I would just asked for clarification of the above line that was taken from their response. Do I still have the waived contract and will I get the $99 credit if I have another technician (not from DISH because they said they will not send anyone else out to my home) look at the TV.
[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, DISH insisted on replacing obsolete and failed equipment in order to restore television services, which services were down for 4 weeks. DISH failed to inform me that a new 24 month agreement would be initiated when replacing the equipment. Also, in discussions with the Executive Offices at DISH, it was revealed, after reviewing monitored calls, account representatives refused to negotiate early termination fees after being made fully aware of the circumstances. I was compelled to contact DISH Executive Offices in order to receive a fair, reasonable, and justified resolution, of which I am now satisfied.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Your "records" indicate I received the failed-payment email in ERROR??????? You have GOT to be kidding me.......or is this your way of covering your behind????? Then why didn't the rep I chatted with - [redacted] ID #[redacted] - indicate this????? She asked if I wanted her to try and put the payment thru again and I told her "yes, the funds have been in there, as long as this doesn't cause a duplicate payment". This chick indicated it WOULD NOT cause a duplicate payment!!!!! Apparently she needs retrained after every coffee break, as the supervisor [redacted] ID #[redacted] indicated in a 3-way call with my bank that she should NOT have told me that, and he was going to speak with HER supervisor!!!! And yes, [redacted], you did call my house - once you left a message while I was having surgery, and the second time, yes, I refused to speak with you and told you that if you have anything to say, do so thru the Revdex.com!!!! They are now in charge of this matter once a complaint was filed and need to know everything that transpires. Furthermore, Dish did not reimburse the $36 overdraft fee even tho it indicates as such on my new bill received online; my bank did when I filed a FRAUD COMPLAINT!!!!!!! Your company, thru their "error" email, caused me HELL at a time when I especially did not need it!!!!!!!!!!!! NOW the case is closed!!!!!!!!
Sincerely,
[redacted]
Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You said that you were not aware that your two-year contract would continue if you moved. You said you shouldn’t have to pay for service you’re not receiving, as you canceled your account in April 2016. When we spoke, I informed you that a review of your sales call found that you were provided with all of the contract disclosures, including that you are still bound by the contract if you change your residence. Furthermore, our records reflect that you disconnected your services on June 14, 2016. We received a call from you on May 12, 2016, regarding technical issues which were resolved by troubleshooting with our agent. We consider the early termination fee to be an accurate charge. 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]
Initial Business Response /* (1000, 5, 2015/06/25) */
June 23, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 5, 2015, we received your complaint, dated June 4, 2015, filed with the...
Revdex.com.
You stated that you experienced problems when your DISH Network service was installed. You indicated that you were charged for items without your authorization and you were displeased with your installing technician's behavior. You contacted DISH Network to disconnect the service and were informed that you would be charged an early termination fee. Your attempts to resolve this matter were unsuccessful and the customer service you encountered did not meet your expectations. You requested that your early termination fee be waived so you can disconnect your account without penalty.
As a courtesy I have waived your early termination fee, allowing you to disconnect your account at any time without penalty. Please contact us when you are ready to disconnect your service.
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, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting the business' waiver offer because this resolve and end my relationship with them.
Initial Business Response /* (1000, 4, 2015/05/22) */
May 15, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 15, 2015, we received your correspondence, dated May 14, 2015, filed with...
the Revdex.com.
You stated that DISH Network charged you $99.99 for a Pay-Per-View (PPV) event that you did not order. When you attempted to resolve the matter, you were offered a $50.00 credit. You requested credit for the full cost of the PPV event.
When we spoke today, I agreed to credit your account for the full $99.99 charge. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I WAS CONTACTED FROM THE OFFICE OF THE PRESIDENT OF THE Cancellation depARTMENT OF DISH NETWORK, AND I WAS TOLD THAT THE EARLY TERMINATION FEE WILL BE CANCELLED. I CONTACTED THE CANCELLATION DEPARTMENT TODAY 5/12/2016 326 PM, AND THEY TOLD ME THAT THEY WILL GET STARTED WITH THE CANCELLATION PROCESS. I WANTED TO TAKE THIS OPPORTUNITY TO THANK THE Revdex.com FOR THEIR INTERVENTION AND SUCCESS TO HELP ME RESOLVE THIS ISSUE.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On December 6, 2017, we received your complaint, dated December 5, 2017, filed with the Revdex.com. You indicated that you did not receive the $200.00 gift card that was offered with the activation of your DISH Network service. You also mentioned that the Echo Dot that was provided does not work with your equipment. Your DISH Network service was activated on September 22, 2017, with a 24-month commitment. Our records confirm that the offer code provided is eligible for a $200.00 gift card. I apologize that our system did not automatically process the gift card. Please be advised that the Echo Dot is compatible with your Wally receiver. In order for the Echo Dot to work properly, the Wally receiver must have an internet connection. When I spoke with you by phone on December 6, 2017, I advised you that I submitted a request to process your gift card manually. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:I was happy with the credits that I have received, but the main issue here is that the Dish Representative that I spoke to in Oct. identified only as "[redacted]" told me that my bill would not go over $63.00 for the next entire year Please listen to recording. The representative that called me late Oct..I asked her to please listen to the recording and simply stand behind what dish told me. I asked her the question if she intended to stand behind what the dish rep told me. She bluntly told me she was not going to answer the question. Twice. What kind of business dealings is this. I'm dealing with bait and switch...on top of documents that were mailed to me being forged which I have in my procession. I am simply asking Dish to stand behind a legal and binding agreement.
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.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/13) */
July 31, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the...
Revdex.com.
You disputed the balance associated with your DISH Network account.
When we spoke, I advised you that a review of your calls on May 7, 2015, and May 28, 2015, revealed that you requested disconnection but then agreed to keep your account active and move it to your new location. The agents with whom you spoke offered a monthly credit of $40.00 for 12 months, which you accepted. The credit was applied and you scheduled a DISH Move-In Deal; however, as your account was interrupted due to non-payment, the work order was cancelled.
I made an exception and waived the remaining $52.80 balance associated with your account. We sincerely regret any confusion.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
September 30, 2016 Dear Ms. [redacted]: On September 22, 2016, we received your complaint, dated September 20, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on September 26, 28 and 30, 2016, and I left three messages....
You expressed concern that you were supposed to receive a refund shortly after July 30, 2016, but you have not. You mentioned that we received the returned equipment on July 15, 2016. You also indicated that you had a contract for a price of $69.99, but your bill increased to $106.00 per month. Furthermore, you said the phone number you had to contact DISH Network is no longer in service. Our records reveal that you disconnected your service on July 30, 2016, and although there was a credit balance of $56.16, a refund was not issued immediately in the event that more charges would post to the account. However, a refund of $56.16 was issued on September 20, 2016. I apologize for the delay. The boxes to return the equipment were shipped on August 6, 2016, under tracking number [redacted]6 and show as delivered to you on August 9, 2016. We received the equipment on August 15, 2016. This account was activated on July 18, 2014, under the Digital Home Advantage (DHA) 24-month agreement. This agreement does not include prices or a price guarantee. At the time of activation, you took advantage of the 12-month introductory promotion that provided you with a $35.00 monthly credit for the first 12 months of service. This promotion expired on your June 3, 2016, billing statement and you began to be billed at the regular rate. This promotion is not the same thing as the 24-month agreement. You were billed correctly and no credit is due. DISH Network is open 24 hours a day, seven days a week, including weekends and holidays, at ###-###-####. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
January 23, 2018 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On January 11, 2018, we received your correspondence, dated January 10, 2018, filed with the Revdex.com. You said you are paying for service that is not being provided. You expressed concern with the DVR service and recordings. You indicated that you purchased another streaming service due to the missed recordings. You requested a refund and compensation. When we spoke today, to address the recording issues you described, I offed to upgrade your equipment to the Hopper 3 with a new Joey receiver at no upfront cost and with no term commitment. However, the monthly DVR service fee would increase by $3.00 per month. You declined this offer. I forwarded your concerns to our technical support team, who will contact you directly to troubleshoot your existing equipment. As a courtesy, I applied a $15.00 monthly credit to your account for 12 months. We are unable to honor your refund request. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 15, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 11, 14 and 15, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that when you placed your order for our service, you and your boyfriend (Mr. [redacted]) both provided your personal information. However, you said that you wanted the account to be in your name only. You asked that we remove Mr. [redacted] information from your account and remove the debt from his credit bureau file. We will meet your request and remove the debt from Mr. [redacted] credit report. I have updated the account to reflect your information only. Please allow eight weeks for the credit report to be amended. The current balance on your account is $706.07. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
March 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com. You stated that you contacted DISH Network twice to disconnect your service. You were informed of your early termination fee and you requested that you be sent a paper statement reflecting the charge. This was required to obtain reimbursement from your new service provider. You were not provided the statement as requested. You have made several unsuccessful attempts to resolve the matter and the delay prevented you from receiving the reimbursement. You requested that the balance be resolved and removed from collections. When we spoke today, I apologized for your experience and agreed to waive your early termination fee, as a courtesy. 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 [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]
August 26, 2016 Dear Mr. [redacted]: On August 17, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You indicated that after one year your bill increased so you disconnected your service. You stated that you...
were told that you do not have a commitment and you disputed the early termination fee that was automatically debited from your credit/debit card account. This account was activated under the Flex 24 promotion that includes a 24-month agreement. This is a Pay-In-Advance account that requires payment prior to receiving the service. You also enrolled in a 12-month promotion that provided a $45.00 monthly credit for 12 months, which reduced the price of the America’s Top 250 programming package from $84.99 to $39.99 for 12 months. It expired on your January 22, 2016, billing statement and you began to be billed the regular rate. Since you disconnected the service on March 7, 2016, you did not fulfill the 24-month agreement and a $200.00 early termination fee was applied to your account. The DHA agreement includes authorization to automatically debit your debit/credit card account for the early termination fee and unreturned equipment fees. As an exception, I reversed the $220.00 early termination fee and I submitted a refund. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Tell us why here...March 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 16, 2016, we received your rebuttal, dated March 15, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept our resolution. While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:Problem:This is my 2nd complaint regarding this issue. Dish promised a $200. gift card if I switched services, which was last August,2015. They said it would take 6 to 8 weeks to receive. I never received it. I complained and still never received it. I was told on January 8,2016 that they would send it and it would be another 6 to 8 weeks - still no card. I filed a complaint with Revdex.com (Case [redacted]) with no resolution.Desired Outcome:To receive the $200. gift card.
Sincerely,
[redacted]
May 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 3, 2016, we received your correspondence, dated May 2, 2016, filed with the Revdex.com. You said your monthly bill was supposed to be $49.99 a month for two years. I attempted to reach you at [redacted] May 4, 6 and 9, 2016. I left three voice messages. Although you returned my call, we were unable to speak directly. You established your account under the Flex24 promotion through an independent retailer. Because you agreed to the term commitment, we provided you with a $25.00 monthly discount for 12 months. When the credit ended the regular price was applied. Unfortunately, we are unable to research the sale of service, as the retailer is no longer in business. I waived your early termination fee, and you may cancel your service at any time without a penalty. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
July 26, 2016 Dear Ms. [redacted]: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com. You expressed concern that you were unable to get a technician visit on the day you requested. You disputed the $50.00...
fee and you maintain that you were told there would be a $300.00 early termination fee if you disconnected your service. You requested that we retrieve the equipment and disconnect the account immediately. Our records reveal that you requested a technician visit on the same day that you called (July 18, 2016), but the schedule was booked until July 20, 2016. You were also informed that you had the option to contact a local retailer. Although you called several times, you were provided the same information. Our agents also offered to waive the $50.00 technician fee. You did not accept this, so you requested that the service be terminated. On the call when you requested disconnection, the agent informed you that if the equipment was not returned, you would be charged an unreturned equipment fees of $300.00--you were not told that this was for an early termination fee. You fulfilled your commitment on September 28, 2012, and you are not subject to an early termination fee. Later that day, Mr. [redacted] called and scheduled a technician visit for July 20, 2016, between the hours of 12:00 pm and 5:00 pm, and he accepted a $20.00 credit for six months. However, the appointment was later canceled through your online account. When I spoke with you by telephone today, you informed me that you had contacted a local retailer and you then terminated the call. 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
Complaint: [redacted]
I am rejecting this response because:I am unclear what the one statement that was made in the response means. The line that says :"As DISH Network technicians have been unable to find anything wrong with your system whether caused by DISH Network or not, we are unable to provide you with compensation."Does that mean what was promised...#1 waiving of the 2 year contract and #2 a $99 credit to have a tv technician down to fix the problem?Also when I spoke with the person that was to resolve this issue from DISH, I did tell the him that the one DISH technician did say he said he saw what I was talking about but the man said that basically he probably was just agreeing with me and didn't really see a problem. I asked him if that was true was lying appropriate for his technicians. I know that there is something wrong with the picture of my tv since that first visit of this whole thing and no one, that is suppose to be in charge, that I have dealt with in the DISH company even try to understand or believe me. I am very frustrated with this whole thing and I have been a customer of theirs for about 20 years. It is really unbelievable that I would be treated this way.I would just asked for clarification of the above line that was taken from their response. Do I still have the waived contract and will I get the $99 credit if I have another technician (not from DISH because they said they will not send anyone else out to my home) look at the TV.
[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, DISH insisted on replacing obsolete and failed equipment in order to restore television services, which services were down for 4 weeks. DISH failed to inform me that a new 24 month agreement would be initiated when replacing the equipment. Also, in discussions with the Executive Offices at DISH, it was revealed, after reviewing monitored calls, account representatives refused to negotiate early termination fees after being made fully aware of the circumstances. I was compelled to contact DISH Executive Offices in order to receive a fair, reasonable, and justified resolution, of which I am now satisfied.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Your "records" indicate I received the failed-payment email in ERROR??????? You have GOT to be kidding me.......or is this your way of covering your behind????? Then why didn't the rep I chatted with - [redacted] ID #[redacted] - indicate this????? She asked if I wanted her to try and put the payment thru again and I told her "yes, the funds have been in there, as long as this doesn't cause a duplicate payment". This chick indicated it WOULD NOT cause a duplicate payment!!!!! Apparently she needs retrained after every coffee break, as the supervisor [redacted] ID #[redacted] indicated in a 3-way call with my bank that she should NOT have told me that, and he was going to speak with HER supervisor!!!! And yes, [redacted], you did call my house - once you left a message while I was having surgery, and the second time, yes, I refused to speak with you and told you that if you have anything to say, do so thru the Revdex.com!!!! They are now in charge of this matter once a complaint was filed and need to know everything that transpires. Furthermore, Dish did not reimburse the $36 overdraft fee even tho it indicates as such on my new bill received online; my bank did when I filed a FRAUD COMPLAINT!!!!!!! Your company, thru their "error" email, caused me HELL at a time when I especially did not need it!!!!!!!!!!!! NOW the case is closed!!!!!!!!
Sincerely,
[redacted]
August 4, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You said that you were not aware that your two-year contract would continue if you moved. You said you shouldn’t have to pay for service you’re not receiving, as you canceled your account in April 2016. When we spoke, I informed you that a review of your sales call found that you were provided with all of the contract disclosures, including that you are still bound by the contract if you change your residence. Furthermore, our records reflect that you disconnected your services on June 14, 2016. We received a call from you on May 12, 2016, regarding technical issues which were resolved by troubleshooting with our agent. We consider the early termination fee to be an accurate charge. 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]
Initial Business Response /* (1000, 5, 2015/06/25) */
June 23, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 5, 2015, we received your complaint, dated June 4, 2015, filed with the...
Revdex.com.
You stated that you experienced problems when your DISH Network service was installed. You indicated that you were charged for items without your authorization and you were displeased with your installing technician's behavior. You contacted DISH Network to disconnect the service and were informed that you would be charged an early termination fee. Your attempts to resolve this matter were unsuccessful and the customer service you encountered did not meet your expectations. You requested that your early termination fee be waived so you can disconnect your account without penalty.
As a courtesy I have waived your early termination fee, allowing you to disconnect your account at any time without penalty. Please contact us when you are ready to disconnect your service.
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, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting the business' waiver offer because this resolve and end my relationship with them.
Initial Business Response /* (1000, 4, 2015/05/22) */
May 15, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 15, 2015, we received your correspondence, dated May 14, 2015, filed with...
the Revdex.com.
You stated that DISH Network charged you $99.99 for a Pay-Per-View (PPV) event that you did not order. When you attempted to resolve the matter, you were offered a $50.00 credit. You requested credit for the full cost of the PPV event.
When we spoke today, I agreed to credit your account for the full $99.99 charge. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I WAS CONTACTED FROM THE OFFICE OF THE PRESIDENT OF THE Cancellation depARTMENT OF DISH NETWORK, AND I WAS TOLD THAT THE EARLY TERMINATION FEE WILL BE CANCELLED. I CONTACTED THE CANCELLATION DEPARTMENT TODAY 5/12/2016 326 PM, AND THEY TOLD ME THAT THEY WILL GET STARTED WITH THE CANCELLATION PROCESS. I WANTED TO TAKE THIS OPPORTUNITY TO THANK THE Revdex.com FOR THEIR INTERVENTION AND SUCCESS TO HELP ME RESOLVE THIS ISSUE.
Sincerely,
[redacted]
December 14, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 6, 2017, we received your complaint, dated December 5, 2017, filed with the Revdex.com. You indicated that you did not receive the $200.00 gift card that was offered with the activation of your DISH Network service. You also mentioned that the Echo Dot that was provided does not work with your equipment. Your DISH Network service was activated on September 22, 2017, with a 24-month commitment. Our records confirm that the offer code provided is eligible for a $200.00 gift card. I apologize that our system did not automatically process the gift card. Please be advised that the Echo Dot is compatible with your Wally receiver. In order for the Echo Dot to work properly, the Wally receiver must have an internet connection. When I spoke with you by phone on December 6, 2017, I advised you that I submitted a request to process your gift card manually. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:I was happy with the credits that I have received, but the main issue here is that the Dish Representative that I spoke to in Oct. identified only as "[redacted]" told me that my bill would not go over $63.00 for the next entire year Please listen to recording. The representative that called me late Oct..I asked her to please listen to the recording and simply stand behind what dish told me. I asked her the question if she intended to stand behind what the dish rep told me. She bluntly told me she was not going to answer the question. Twice. What kind of business dealings is this. I'm dealing with bait and switch...on top of documents that were mailed to me being forged which I have in my procession. I am simply asking Dish to stand behind a legal and binding agreement.
Sincerely,
[redacted]