Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You expressed concern regarding receiving mail from DISH Network addressed to Mr. James Hiett and you requested that we stop sending his mail to your address. I have added your address to our Do Not Contact list. It can take up to eight weeks to take effect. 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] [redacted]
Initial Business Response /* (1000, 5, 2015/07/20) */
July 16, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 7, 2015, filed with the Better Business...
Bureau.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on July 13, 14 and 16, 2015, and I left three messages.
You expressed concern that your DISH Network account was sent to collections. You indicated that you did not receive a bill after asking that your address be updated during the telephone call requesting disconnection of service. Although you mention a different address to which the bill should have been sent, you did not provide that information in your complaint.
This service was disconnected on May 12, 2015. A review of the call to request disconnection on May 6, 2015, does not indicate that the address was discussed. However, our records reveal that the bill, which includes the early termination fee, was sent to [redacted] XXXXX-XXXX, with the physical address being [redacted] XXXXX-XXXX.
Additionally, the address listed on the Revdex.com complaint is neither of the addresses listed on your account. It lists a PO Box and I am concerned that we still have not received accurate information.
Nevertheless, on July 13, 2015, I received a message from you stating that you finally received a bill at the Canton address.
Please contact me directly once the payment is made and I will request that the account be removed from your credit report.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted]: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com. You stated that DISH Network has not provided the return shipping materials required to return your leased equipment. You requested that this be resolved. My three attempts to contact you at [redacted] on January 7, 8 and 11, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. Our records indicate that the return shipping materials were delivered to your [redacted] address and left at the front door. The UPS tracking number is [redacted]. 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]
[redacted] Dear Mr. [redacted]: On March 8, 2017, we received your complaint, dated March 8, 2017, filed with the Revdex.com. You stated that when you purchased your DISH Network service from [redacted], you were quoted a total rate of approximately $130.00 monthly. The first bill that you received was much higher. When you attempted to address the matter, you were informed that the rate you were quoted would not be honored. Additionally, the customer service did not meet your expectations. You requested that your account be disconnected, and that you be released from your contractual commitment. When we spoke on March 9, 2017, I confirmed that your account was disconnected effective March 8, 2017. No signature was electronically captured on your contract so the early termination fee was waived. Additionally, we discussed reviewing your emailed quote, but I have not received the email quote. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 10, 2015/08/07) */
August 3, 2015
Mr. [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 expressed concern about the balance associated with your DISH Network account. You indicated that you agreed to pay half of your balance and the other half was supposed to be waived, but was not.
When we spoke, I advised you that our records do not reflect an offer to waive half of your balance; however, as a courtesy, I waived the $165.25 balance and requested to have this item removed from your credit file. As I advised you, please allow six to eight weeks for the credit bureaus to reflect any updates.
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, 12, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand this to say that I have a zero account balance at DISH and that my credit report shows no filings from DISH on it. If that is the case, I fully accept this resolution.
December 22, 2015Ms. [redacted], GA 31750Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On...
December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com.You stated that you recently became a DISH Network customer. When you purchased your service on December 2, 2015, you were not informed that your account was set up for auto-payment, or that the price you were quoted included a $10.00 discount for auto-payment. You paid $75.00 when you purchased your service. You were not prepared for a payment of $62.70 to be collected from your bank account on December 19, 2015, and as a result you incurred a non-sufficient funds (NSF) fee. When you contacted DISH Network to address these concerns, the customer service that you encountered did not meet your expectations. You requested that these concerns be addressed. When we spoke today, I apologized for your experience and we reviewed your billing and charges. As a courtesy, I offered you a $10.00 monthly credit for the 24-month term of your contract. Additionally, I waived your $50.00 TV activation fee and I agreed to provide you a credit for the NSF fee once support was provided. 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI[redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Mr. [redacted]: On December 30, 2015, we received your correspondence, dated December 29, 2015, filed with the Revdex.com. Your issue is currently under review – you will receive a resolution in 24 to 48 hours. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
August 18, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com. You said that you lost more channels than you were advised you would, and you asked for the same channels you had...
before for $94.64 per month. I attempted to reach you at ###-###-#### on August 16, 17, and 18, 2016, and I left three voicemails. As I advised you in my last message, children’s channels were not mentioned during your call to restore your service on August 4, 2016. Please note that our agents are not advised what channels you require, and they are not able to provide information pertaining to those channels. As a courtesy, I applied a monthly $5.00 credit to your account for 12 months to bring your monthly rate to $94.64. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com. You said that you accepted a settlement to for your balance, but it was reported to another collections company. I attempted to reach you at [redacted] on April 4, 5 and 6, 2016, and I left three voicemails. Per the settlement letter you sent me, the 70% settlement payment was to have been received by January 28, 2016, but we did not receive it until February 9, 2016. As a courtesy, I contacted our collections team and they waived your remaining $61.08 balance and had it removed from collections. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
June 28, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you were not advised of the $10.00 return shipping fee. When we spoke, I advised you that a review of your disconnection call revealed some confusion concerning the fee, so I waived your $11.39 balance. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Initial Business Response /* (1000, 5, 2015/06/15) */
June 11, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 9, 2015, we received your complaint, dated June 8, 2015, filed with the...
Revdex.com.
You said that you were not advised of the 24-month commitment associated with your DISH Network account. You requested a refund of $203.00, that your shipping fees be waived and the reversal of an additional charge.
I attempted to reach you on June 9, 10 and 11, 2015, at (XXX) XXX-XXXX. My first two calls were answered by a man who terminated the call before I could provide a contact number. My last call was answered by your voicemail, but it is not set up to record messages.
I reviewed your December 19, 2014, call during which your equipment was upgraded. I found that the agent with whom you spoke advised you twice about the new 24-month commitment and associated early termination fee. She also advised you about the automatic debit of the fee. You verbally agreed to all the terms that she provided and our records indicate that you signed our DISH'n It Up agreement which also provides for the 24-month commitment and early termination fee, as well as the shipping fees to which you refer.
Our records also show that your account was disconnected due to non-payment on February 27, 2015. The account was then restarted on March 29, 2015, and immediately disconnected at your request. The second notice of debit that you received was a system error. The early termination fee was already applied and paid; it was not applied again, but our system erroneously alerted you to it. We regret any confusion about an additional fee. Your account balance is now zero, as I made an exception and waived the remaining $43.68 balance which included your shipping fee.
As you were provided with correct information concerning your commitment, we are unable to waive and refund the early termination fee.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/23) */
June 17, 2015
Mr. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 14, 2015, filed with...
the Revdex.com.
You indicated that your credit card account was debited for two months of service when your DISH Network service should have been disconnected.
When I spoke with you by telephone today, I informed you that your service was not disconnected. Instead it was in a pause status and when the pause time period expired, your service was automatically restarted. Since your credit card account was still enrolled in Credit Card AutoPay (CCA), the payments were automatically debited.
I advised you that I could not issue a refund because you filed a dispute with your bank against the payments. However, after you called your bank, you contacted me and requested that I move forward with the refund process instead. I submitted a refund for a total of $328.17. Please note that if both the disputes and the refunds are processed, the funds will be owed back to DISH Network.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/21) */
October 12, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On October 8, 2015, we received your complaint, dated October 7, 2015, filed with the Better Business...
Bureau.
You previously said that your credit card account was debited for $550.00, but the issue was resolved with your bank as they filed it as a fraud charge. Recently, the $550.00 has appeared on your credit report and you requested that it be removed.
When I spoke with you by telephone today, I informed you that we have no record of an ID theft claim ever being submitted.
I suggested that you file an ID theft affidavit. Once you have signed and filled out the ID theft affidavit (enclosed) and included any other supporting documentation, it should be sent to the DISH Network ID Theft Verification Team. The team will not start the investigative process until a signed ID theft affidavit has been received. If you have sent the affidavit and have not been contacted, you may call their direct line at (XXX) XXX-XXXX. You can expect to receive a call back in 24 to 48 hours.
You can send the documentation by:
Fax: XXX-XXX-XXXX
Email: [redacted]@dishnetwork.com
Mail: ID Theft Verification Team
PO Box [redacted]
Littleton, CO XXXXX
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
May 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 20, 2016, we received your correspondence, dated May 19, 2016, filed with the Revdex.com. You said you moved and you requested to cancel your account. You disputed the early termination fee and asked that the equipment be retrieved. In addition, you provided feedback regarding your customer service experience. Please note that we offer a free Move In-Deal. We ask that you take your receivers and remote controls to your new home. When you are ready to have the service installed, a technician visit can be scheduled at your convenience. When we spoke today, I advised you that I reviewed your recorded calls. The calls revealed that our agents offered to place your account on DISH Pause at $5.00 per month for a maximum of nine months and they offered to schedule a free Move In-Deal installation to relocate your service. Our agents also informed you that you may cancel your account; however, the Digital Home Advantage (DHA) early termination fee would apply as the service would be disconnected prior to the promotional fulfillment date. I enclosed a copy of your signed DHA agreement for your records. During the initial call on March 14, 2016, your account was disconnected and an early termination fee of $180.00 was applied. However, on this same date, per your request, the service was restored and placed on DISH Pause. This call did not indicate that credits were offered for the pause service. Because the Protection Plan was removed from your account, a $30.00 fee was applied. As a courtesy, this fee was waived. Per your written request, your service was canceled and you were billed $160.00 for the DHA early termination fee. Under the DHA promotion, you agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your home address by UPS. You will also be billed $10.00 for shipping. We do not offer a service to retrieve the equipment. 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] Enclosure
Initial Business Response /* (1000, 5, 2015/07/10) */
July 1, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 26, 2015, we received your complaint, dated July 24, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on June 26, 29 and 30, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the following issues:
Internet service
Technical issues
Service disconnection
Equipment return
Account balance
Collections
Customer service
You indicated that you were unable to use the internet service because it would not connect. You were also unable to stream and had to purchase additional capacity. The Data Allowance Policy was designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed. DISH Network has the option of additional capacity for more internet usage; however, the additional capacity is not included in the internet package.
Please note that common causes of high usage include the following:
Downloading or streaming media (movies, TV, music videos, conferencing)
Using download or streaming services (You Tube, HBO Go, etc.)
Unsecured wireless router
Smartphone/tablet using wireless connection
You maintain that you experienced unresolved technical issues with your TV service for three months and you were told that all of your equipment would have to be replaced. A review of the customer service calls found that we were only contacted regarding technical issues on December 30, 2014, and January 1, 2015. The call on December 30, 2014, was for technical assistance with the two Joey receivers. While we offered to ship replacement receivers to your home, you declined and stated that you were planning to establish service with a different provider in the next month. The call on January 1, 2015, revealed that the technical concern was with the Hopper receiver; however, this issue was resolved during the phone call the same day. Our representative offered to replace the Hopper as a precautionary measure, but you declined.
Our records do not show that you contacted us to cancel your service, and your service was disconnected for non-payment on February 1, 2015.
Although you said that you returned all of the leased equipment, we do not show that the TRIA (piece on the internet satellite dish) was received.
You disputed the balance of $1,426.39 on your account. Your TV service was activated on May 7, 2014, with a 24-month commitment. A second 24-month commitment was added on May 30, 2014, when you established your internet service. Enclosed are copies of the contractual agreements for your review. The balance of $1,426.39 includes the following (plus taxes):
Unpaid service balance of $480.43
TV early termination fee of $480.00
Internet early termination fee of $280.00
Unreturned TRIA fee of $99.00
Two box return fees of $17.00 each
I made an exception and waived the internet early termination fee and the unreturned TRIA fee. This reduced the balance to $1,047.39. Because you did not allow us the opportunity to resolve your issues and you were provided with TV and internet services through the disconnection date, the balance is valid.
You disputed the reporting of the balance to collections and would like it removed. Since the balance was not paid, it was referred to collections on March 2, 2015. Once the balance is paid, it will be updated with the collection agency.
You expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concerns. The customer service calls that were reviewed found that our representatives followed standard procedure and did not act inappropriately.
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with this resolution. I attempted to contact Dish multiple times to resolve the problems I had with internet and TV services for a period of at least 3 months. I literally had no cable and no internet for the last remaining months with Dish, because the boxes failed.
The conversations that were reviewed were some of the very last conversations I had with representatives, at one point I was calling in once a week to report these issues and find some resolve. The reps would try to work to reboot my systems from home at which time I may have service for a day or so but than the same problem would present itself again within days. After the rudeness and shortness I encountered from the representatives on more than one occasion, I decided that I did not want to keep my service with Dish to the lack of professionalism I constantly dealt with and the inability and lack of knowledge the reps displayed to me the consumer on a multitude of occasions.
I am more than willing to pay the 480.93 which is the total of services I used even though I feel like that is unfair to be charged...however to have to pay the TV early termination fee is not fair nor just being as though again....services promised were not delivered. I gave Dish multiple chances to resolve this issue before deciding to cancel my service. The boxes I received were practically brand new and should not have had to be replaced unless they were already damaged upon installation.
I have maintained careful record of my communications with you for the purpose of filing a complaint with the FTC. I further remind you that, as in Wenger v. Trans Union Corp., No. 95-6445(C.D.cal. Nov.14,1995) you may be liable for the inaccuracy of payments you have listed that I owe. I do plan to escalate this issue on a legal level if a fair agreement cannot be reached.
V/r,
[redacted]
Final Consumer Response /* (4200, 11, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with this because services provided were not delivered. Multiple times techs attempted to walk me through television cable reboots and satellite reboots and all were unsuccesful. I went with television service tgat repeatefly cut on and off for ni less than a period id two monthd. I an suprised myltiple calls to yoyr techs are not on record however my final call was? I did give Dish network multiple times to resolve this issue via tech walk through and satellite reboots, only on m6 very last call was I told that the equipment needed replaced possibly to resolve the issue. I find it not only ironic but insulting that the only call recorded was my very last one where I indicated I would be terminating my service due to the poor customer service experience I was provided with by multiple times. I am aware of my rights as a consuner and I am prepared to escalate this issue to a higher level with FDRCA.
Final Business Response /* (4000, 13, 2015/08/06) */
July 31, 2015
Ms. [redacted]
2518 Summers Ridge Dr.
Odenton, MD XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 31, 2015, we received your complaint, dated July 30, 2015, filed with the Revdex.com.
You continue to dispute the balance of $1,047.39 on your account. You maintain that you experienced technical issues with your service for two months and called in numerous times.
The calls we found on September 2, 2014, November 17, 2014, and November 25, 2014, were related to your billing. Please be advised that we did not find any calls in October 2014, which is the month you claim that technical issues began.
As previously explained, we did not find that technical issues were reported until you contacted us on December 31, 2014, and January 1, 2015. You declined our offers to replace the equipment; therefore, not allowing DISH Network the opportunity to resolve the issues.
While we regret that you do not agree with our findings, the balance on your account remains valid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Ana Vigil
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]
January 25, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 23, 2018, we received your complaint, dated January 22, 2018, filed with the Revdex.com. You maintain that our technicians cut cables to your satellite internet, causing you to lose both the internet and phone services. You stated that your wife (Mrs. [redacted]) depends on these services for medical monitoring. You indicated that you signed the agreement unknowingly and the technicians left your home without completing the TV installation. You expressed dissatisfaction with the customer service you experienced. You requested compensation. When I spoke with Mrs. [redacted] on January 23, 2017, I advised her that I opened a damage claim (number [redacted]). I informed her that Mr. David B[redacted], a member of the DISH Network Corporate Field Resolutions Team, will be contacting you to discuss this matter. You may also contact Mr. B[redacted] directly at (866) 946-5710, Monday-Friday, between the hours of 8:00 am-5:00 pm, MST. I also advised her that your concerns regarding the technician will be investigated internally. During our conversation, Mrs. [redacted] advised me that the TV services are working. The quality of our customers' experiences is of great importance to DISH Network. I apologize for 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]
Complaint: [redacted]
I am rejecting this response because: All of that is a lie, my monthly rate didn't not go up five dollar in 2015, I have the proof, my monthly rate went up January 2016, I never add any kind of programs to my package, Dish would add stuff to my accountant without my permission, when I check my bill and see it's there, I would call and they would remover it and offer me discounts and monthly promotion for forcing stuff on me. A Technician came to my house once, I had the $7.00 a month protection plan, but I was still charge 99.00, once I call they removed the 99.00 but left the tax that I had to pay. As I said in my first complaint about Dish, they have very dishonest technician and most them you can't understand there language, but I could make out what they was trying to do and did do to my account, and I still say they broke there own contract by hiding stuff in the small print to get people to connect with there service, and my early termination fee that trying are trying to charge with is wrong, I left there company on May 24, 2016 my contract was going to be up 12/31/2016, at $20.00 a month that do not add up to $ 185.00... its'$120.00 ..also my accountant was paid up to date, my bill cycle is the 20th of each month, therefore I was on with them for 3 days pass my billing cycle... I'm not accepting there decision. Until they get this straight.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/18) */
November 16, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015, filed...
with the Revdex.com.
You said that you were told you were under a contract and when you received a copy of the agreement, you stated that the signature is not yours.
A review of your account reveals that you spoke with Ms. Nicole Steffani, an Executive Escalations specialist on November 13, 2015. She agreed to waive your early termination fee and your account now has a zero balance.
Please note, the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On February 21, 2018, we received your correspondence, dated February 20, 2018, filed with the Revdex.com. You said that your father passed away in July 2017 and you indicated that you are unable to establish a new customer account in your name. On behalf of DISH Network, please accept my sincere condolences for your loss. When we spoke on February 28, 2018, I informed you that on July 16, 2017, per your request, the account was placed in your name. There is a history of partial payments being made on the account, causing a balance to carry over and late fees to be applied. Prior to you reporting the loss of your father, the account balance was $207.18. The service was interrupted for nonpayment on February 5, 2018. I made an exception and removed the balance of $222.46 from your account. This credit covers charges for service rendered through February 5, 2018. Per your request, I closed the account. Since this account is in your name, you will be eligible to qualify for a new customer promotion in 60 days. However, if you would like to keep the account, you may participate in our DISH’n It Up equipment upgrade with a 24-month commitment. After our conversation, you chose to restart the service on this account. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/06/16) */
June 10, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 10, 2015, we received your correspondence, dated June 9, 2015, filed with the...
Revdex.com.
You indicated that DISH Network charged you $163.72 for unreturned equipment which you then returned. However, you have only been refunded a total of $87.67. You requested a refund for the remaining balance.
When I spoke with Mrs. [redacted] today, I explained that the remaining balance was an early termination fee for the internet service and return shipping for the internet equipment. I agreed to waive these charges and I issued a refund for the remaining balance of $75.77. She 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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund satisfactory thank you
March 30, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You expressed concern regarding receiving mail from DISH Network addressed to Mr. James Hiett and you requested that we stop sending his mail to your address. I have added your address to our Do Not Contact list. It can take up to eight weeks to take effect. 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] [redacted]
Initial Business Response /* (1000, 5, 2015/07/20) */
July 16, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 7, 2015, filed with the Better Business...
Bureau.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on July 13, 14 and 16, 2015, and I left three messages.
You expressed concern that your DISH Network account was sent to collections. You indicated that you did not receive a bill after asking that your address be updated during the telephone call requesting disconnection of service. Although you mention a different address to which the bill should have been sent, you did not provide that information in your complaint.
This service was disconnected on May 12, 2015. A review of the call to request disconnection on May 6, 2015, does not indicate that the address was discussed. However, our records reveal that the bill, which includes the early termination fee, was sent to [redacted] XXXXX-XXXX, with the physical address being [redacted] XXXXX-XXXX.
Additionally, the address listed on the Revdex.com complaint is neither of the addresses listed on your account. It lists a PO Box and I am concerned that we still have not received accurate information.
Nevertheless, on July 13, 2015, I received a message from you stating that you finally received a bill at the Canton address.
Please contact me directly once the payment is made and I will request that the account be removed from your credit report.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 11, 2016
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear...
[redacted]: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com. You stated that DISH Network has not provided the return shipping materials required to return your leased equipment. You requested that this be resolved. My three attempts to contact you at [redacted] on January 7, 8 and 11, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. Our records indicate that the return shipping materials were delivered to your [redacted] address and left at the front door. The UPS tracking number is [redacted]. 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]
March 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 8, 2017, we received your complaint, dated March 8, 2017, filed with the Revdex.com. You stated that when you purchased your DISH Network service from [redacted], you were quoted a total rate of approximately $130.00 monthly. The first bill that you received was much higher. When you attempted to address the matter, you were informed that the rate you were quoted would not be honored. Additionally, the customer service did not meet your expectations. You requested that your account be disconnected, and that you be released from your contractual commitment. When we spoke on March 9, 2017, I confirmed that your account was disconnected effective March 8, 2017. No signature was electronically captured on your contract so the early termination fee was waived. Additionally, we discussed reviewing your emailed quote, but I have not received the email quote. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 10, 2015/08/07) */
August 3, 2015
Mr. [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 expressed concern about the balance associated with your DISH Network account. You indicated that you agreed to pay half of your balance and the other half was supposed to be waived, but was not.
When we spoke, I advised you that our records do not reflect an offer to waive half of your balance; however, as a courtesy, I waived the $165.25 balance and requested to have this item removed from your credit file. As I advised you, please allow six to eight weeks for the credit bureaus to reflect any updates.
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, 12, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand this to say that I have a zero account balance at DISH and that my credit report shows no filings from DISH on it. If that is the case, I fully accept this resolution.
December 22, 2015Ms. [redacted], GA 31750Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On...
December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com.You stated that you recently became a DISH Network customer. When you purchased your service on December 2, 2015, you were not informed that your account was set up for auto-payment, or that the price you were quoted included a $10.00 discount for auto-payment. You paid $75.00 when you purchased your service. You were not prepared for a payment of $62.70 to be collected from your bank account on December 19, 2015, and as a result you incurred a non-sufficient funds (NSF) fee. When you contacted DISH Network to address these concerns, the customer service that you encountered did not meet your expectations. You requested that these concerns be addressed. When we spoke today, I apologized for your experience and we reviewed your billing and charges. As a courtesy, I offered you a $10.00 monthly credit for the 24-month term of your contract. Additionally, I waived your $50.00 TV activation fee and I agreed to provide you a credit for the NSF fee once support was provided. 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI[redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
[redacted]
*
*
*
[redacted]
*
[redacted] [redacted]
[redacted] Dear...
Mr. [redacted]: On December 30, 2015, we received your correspondence, dated December 29, 2015, filed with the Revdex.com. Your issue is currently under review – you will receive a resolution in 24 to 48 hours. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
August 18, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com. You said that you lost more channels than you were advised you would, and you asked for the same channels you had...
before for $94.64 per month. I attempted to reach you at ###-###-#### on August 16, 17, and 18, 2016, and I left three voicemails. As I advised you in my last message, children’s channels were not mentioned during your call to restore your service on August 4, 2016. Please note that our agents are not advised what channels you require, and they are not able to provide information pertaining to those channels. As a courtesy, I applied a monthly $5.00 credit to your account for 12 months to bring your monthly rate to $94.64. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
April 6, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com. You said that you accepted a settlement to for your balance, but it was reported to another collections company. I attempted to reach you at [redacted] on April 4, 5 and 6, 2016, and I left three voicemails. Per the settlement letter you sent me, the 70% settlement payment was to have been received by January 28, 2016, but we did not receive it until February 9, 2016. As a courtesy, I contacted our collections team and they waived your remaining $61.08 balance and had it removed from collections. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
June 28, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you were not advised of the $10.00 return shipping fee. When we spoke, I advised you that a review of your disconnection call revealed some confusion concerning the fee, so I waived your $11.39 balance. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Initial Business Response /* (1000, 5, 2015/06/15) */
June 11, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 9, 2015, we received your complaint, dated June 8, 2015, filed with the...
Revdex.com.
You said that you were not advised of the 24-month commitment associated with your DISH Network account. You requested a refund of $203.00, that your shipping fees be waived and the reversal of an additional charge.
I attempted to reach you on June 9, 10 and 11, 2015, at (XXX) XXX-XXXX. My first two calls were answered by a man who terminated the call before I could provide a contact number. My last call was answered by your voicemail, but it is not set up to record messages.
I reviewed your December 19, 2014, call during which your equipment was upgraded. I found that the agent with whom you spoke advised you twice about the new 24-month commitment and associated early termination fee. She also advised you about the automatic debit of the fee. You verbally agreed to all the terms that she provided and our records indicate that you signed our DISH'n It Up agreement which also provides for the 24-month commitment and early termination fee, as well as the shipping fees to which you refer.
Our records also show that your account was disconnected due to non-payment on February 27, 2015. The account was then restarted on March 29, 2015, and immediately disconnected at your request. The second notice of debit that you received was a system error. The early termination fee was already applied and paid; it was not applied again, but our system erroneously alerted you to it. We regret any confusion about an additional fee. Your account balance is now zero, as I made an exception and waived the remaining $43.68 balance which included your shipping fee.
As you were provided with correct information concerning your commitment, we are unable to waive and refund the early termination fee.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/23) */
June 17, 2015
Mr. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 14, 2015, filed with...
the Revdex.com.
You indicated that your credit card account was debited for two months of service when your DISH Network service should have been disconnected.
When I spoke with you by telephone today, I informed you that your service was not disconnected. Instead it was in a pause status and when the pause time period expired, your service was automatically restarted. Since your credit card account was still enrolled in Credit Card AutoPay (CCA), the payments were automatically debited.
I advised you that I could not issue a refund because you filed a dispute with your bank against the payments. However, after you called your bank, you contacted me and requested that I move forward with the refund process instead. I submitted a refund for a total of $328.17. Please note that if both the disputes and the refunds are processed, the funds will be owed back to DISH Network.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/21) */
October 12, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On October 8, 2015, we received your complaint, dated October 7, 2015, filed with the Better Business...
Bureau.
You previously said that your credit card account was debited for $550.00, but the issue was resolved with your bank as they filed it as a fraud charge. Recently, the $550.00 has appeared on your credit report and you requested that it be removed.
When I spoke with you by telephone today, I informed you that we have no record of an ID theft claim ever being submitted.
I suggested that you file an ID theft affidavit. Once you have signed and filled out the ID theft affidavit (enclosed) and included any other supporting documentation, it should be sent to the DISH Network ID Theft Verification Team. The team will not start the investigative process until a signed ID theft affidavit has been received. If you have sent the affidavit and have not been contacted, you may call their direct line at (XXX) XXX-XXXX. You can expect to receive a call back in 24 to 48 hours.
You can send the documentation by:
Fax: XXX-XXX-XXXX
Email: [redacted]@dishnetwork.com
Mail: ID Theft Verification Team
PO Box [redacted]
Littleton, CO XXXXX
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
May 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 20, 2016, we received your correspondence, dated May 19, 2016, filed with the Revdex.com. You said you moved and you requested to cancel your account. You disputed the early termination fee and asked that the equipment be retrieved. In addition, you provided feedback regarding your customer service experience. Please note that we offer a free Move In-Deal. We ask that you take your receivers and remote controls to your new home. When you are ready to have the service installed, a technician visit can be scheduled at your convenience. When we spoke today, I advised you that I reviewed your recorded calls. The calls revealed that our agents offered to place your account on DISH Pause at $5.00 per month for a maximum of nine months and they offered to schedule a free Move In-Deal installation to relocate your service. Our agents also informed you that you may cancel your account; however, the Digital Home Advantage (DHA) early termination fee would apply as the service would be disconnected prior to the promotional fulfillment date. I enclosed a copy of your signed DHA agreement for your records. During the initial call on March 14, 2016, your account was disconnected and an early termination fee of $180.00 was applied. However, on this same date, per your request, the service was restored and placed on DISH Pause. This call did not indicate that credits were offered for the pause service. Because the Protection Plan was removed from your account, a $30.00 fee was applied. As a courtesy, this fee was waived. Per your written request, your service was canceled and you were billed $160.00 for the DHA early termination fee. Under the DHA promotion, you agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your home address by UPS. You will also be billed $10.00 for shipping. We do not offer a service to retrieve the equipment. 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] Enclosure
Initial Business Response /* (1000, 5, 2015/07/10) */
July 1, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 26, 2015, we received your complaint, dated July 24, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on June 26, 29 and 30, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the following issues:
Internet service
Technical issues
Service disconnection
Equipment return
Account balance
Collections
Customer service
You indicated that you were unable to use the internet service because it would not connect. You were also unable to stream and had to purchase additional capacity. The Data Allowance Policy was designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed. DISH Network has the option of additional capacity for more internet usage; however, the additional capacity is not included in the internet package.
Please note that common causes of high usage include the following:
Downloading or streaming media (movies, TV, music videos, conferencing)
Using download or streaming services (You Tube, HBO Go, etc.)
Unsecured wireless router
Smartphone/tablet using wireless connection
You maintain that you experienced unresolved technical issues with your TV service for three months and you were told that all of your equipment would have to be replaced. A review of the customer service calls found that we were only contacted regarding technical issues on December 30, 2014, and January 1, 2015. The call on December 30, 2014, was for technical assistance with the two Joey receivers. While we offered to ship replacement receivers to your home, you declined and stated that you were planning to establish service with a different provider in the next month. The call on January 1, 2015, revealed that the technical concern was with the Hopper receiver; however, this issue was resolved during the phone call the same day. Our representative offered to replace the Hopper as a precautionary measure, but you declined.
Our records do not show that you contacted us to cancel your service, and your service was disconnected for non-payment on February 1, 2015.
Although you said that you returned all of the leased equipment, we do not show that the TRIA (piece on the internet satellite dish) was received.
You disputed the balance of $1,426.39 on your account. Your TV service was activated on May 7, 2014, with a 24-month commitment. A second 24-month commitment was added on May 30, 2014, when you established your internet service. Enclosed are copies of the contractual agreements for your review. The balance of $1,426.39 includes the following (plus taxes):
Unpaid service balance of $480.43
TV early termination fee of $480.00
Internet early termination fee of $280.00
Unreturned TRIA fee of $99.00
Two box return fees of $17.00 each
I made an exception and waived the internet early termination fee and the unreturned TRIA fee. This reduced the balance to $1,047.39. Because you did not allow us the opportunity to resolve your issues and you were provided with TV and internet services through the disconnection date, the balance is valid.
You disputed the reporting of the balance to collections and would like it removed. Since the balance was not paid, it was referred to collections on March 2, 2015. Once the balance is paid, it will be updated with the collection agency.
You expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concerns. The customer service calls that were reviewed found that our representatives followed standard procedure and did not act inappropriately.
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with this resolution. I attempted to contact Dish multiple times to resolve the problems I had with internet and TV services for a period of at least 3 months. I literally had no cable and no internet for the last remaining months with Dish, because the boxes failed.
The conversations that were reviewed were some of the very last conversations I had with representatives, at one point I was calling in once a week to report these issues and find some resolve. The reps would try to work to reboot my systems from home at which time I may have service for a day or so but than the same problem would present itself again within days. After the rudeness and shortness I encountered from the representatives on more than one occasion, I decided that I did not want to keep my service with Dish to the lack of professionalism I constantly dealt with and the inability and lack of knowledge the reps displayed to me the consumer on a multitude of occasions.
I am more than willing to pay the 480.93 which is the total of services I used even though I feel like that is unfair to be charged...however to have to pay the TV early termination fee is not fair nor just being as though again....services promised were not delivered. I gave Dish multiple chances to resolve this issue before deciding to cancel my service. The boxes I received were practically brand new and should not have had to be replaced unless they were already damaged upon installation.
I have maintained careful record of my communications with you for the purpose of filing a complaint with the FTC. I further remind you that, as in Wenger v. Trans Union Corp., No. 95-6445(C.D.cal. Nov.14,1995) you may be liable for the inaccuracy of payments you have listed that I owe. I do plan to escalate this issue on a legal level if a fair agreement cannot be reached.
V/r,
[redacted]
Final Consumer Response /* (4200, 11, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with this because services provided were not delivered. Multiple times techs attempted to walk me through television cable reboots and satellite reboots and all were unsuccesful. I went with television service tgat repeatefly cut on and off for ni less than a period id two monthd. I an suprised myltiple calls to yoyr techs are not on record however my final call was? I did give Dish network multiple times to resolve this issue via tech walk through and satellite reboots, only on m6 very last call was I told that the equipment needed replaced possibly to resolve the issue. I find it not only ironic but insulting that the only call recorded was my very last one where I indicated I would be terminating my service due to the poor customer service experience I was provided with by multiple times. I am aware of my rights as a consuner and I am prepared to escalate this issue to a higher level with FDRCA.
Final Business Response /* (4000, 13, 2015/08/06) */
July 31, 2015
Ms. [redacted]
2518 Summers Ridge Dr.
Odenton, MD XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 31, 2015, we received your complaint, dated July 30, 2015, filed with the Revdex.com.
You continue to dispute the balance of $1,047.39 on your account. You maintain that you experienced technical issues with your service for two months and called in numerous times.
The calls we found on September 2, 2014, November 17, 2014, and November 25, 2014, were related to your billing. Please be advised that we did not find any calls in October 2014, which is the month you claim that technical issues began.
As previously explained, we did not find that technical issues were reported until you contacted us on December 31, 2014, and January 1, 2015. You declined our offers to replace the equipment; therefore, not allowing DISH Network the opportunity to resolve the issues.
While we regret that you do not agree with our findings, the balance on your account remains valid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Ana Vigil
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]
January 25, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 23, 2018, we received your complaint, dated January 22, 2018, filed with the Revdex.com. You maintain that our technicians cut cables to your satellite internet, causing you to lose both the internet and phone services. You stated that your wife (Mrs. [redacted]) depends on these services for medical monitoring. You indicated that you signed the agreement unknowingly and the technicians left your home without completing the TV installation. You expressed dissatisfaction with the customer service you experienced. You requested compensation. When I spoke with Mrs. [redacted] on January 23, 2017, I advised her that I opened a damage claim (number [redacted]). I informed her that Mr. David B[redacted], a member of the DISH Network Corporate Field Resolutions Team, will be contacting you to discuss this matter. You may also contact Mr. B[redacted] directly at (866) 946-5710, Monday-Friday, between the hours of 8:00 am-5:00 pm, MST. I also advised her that your concerns regarding the technician will be investigated internally. During our conversation, Mrs. [redacted] advised me that the TV services are working. The quality of our customers' experiences is of great importance to DISH Network. I apologize for 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]
Complaint: [redacted]
I am rejecting this response because: All of that is a lie, my monthly rate didn't not go up five dollar in 2015, I have the proof, my monthly rate went up January 2016, I never add any kind of programs to my package, Dish would add stuff to my accountant without my permission, when I check my bill and see it's there, I would call and they would remover it and offer me discounts and monthly promotion for forcing stuff on me. A Technician came to my house once, I had the $7.00 a month protection plan, but I was still charge 99.00, once I call they removed the 99.00 but left the tax that I had to pay. As I said in my first complaint about Dish, they have very dishonest technician and most them you can't understand there language, but I could make out what they was trying to do and did do to my account, and I still say they broke there own contract by hiding stuff in the small print to get people to connect with there service, and my early termination fee that trying are trying to charge with is wrong, I left there company on May 24, 2016 my contract was going to be up 12/31/2016, at $20.00 a month that do not add up to $ 185.00... its'$120.00 ..also my accountant was paid up to date, my bill cycle is the 20th of each month, therefore I was on with them for 3 days pass my billing cycle... I'm not accepting there decision. Until they get this straight.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/18) */
November 16, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015, filed...
with the Revdex.com.
You said that you were told you were under a contract and when you received a copy of the agreement, you stated that the signature is not yours.
A review of your account reveals that you spoke with Ms. Nicole Steffani, an Executive Escalations specialist on November 13, 2015. She agreed to waive your early termination fee and your account now has a zero balance.
Please note, the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 1, 2018 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On February 21, 2018, we received your correspondence, dated February 20, 2018, filed with the Revdex.com. You said that your father passed away in July 2017 and you indicated that you are unable to establish a new customer account in your name. On behalf of DISH Network, please accept my sincere condolences for your loss. When we spoke on February 28, 2018, I informed you that on July 16, 2017, per your request, the account was placed in your name. There is a history of partial payments being made on the account, causing a balance to carry over and late fees to be applied. Prior to you reporting the loss of your father, the account balance was $207.18. The service was interrupted for nonpayment on February 5, 2018. I made an exception and removed the balance of $222.46 from your account. This credit covers charges for service rendered through February 5, 2018. Per your request, I closed the account. Since this account is in your name, you will be eligible to qualify for a new customer promotion in 60 days. However, if you would like to keep the account, you may participate in our DISH’n It Up equipment upgrade with a 24-month commitment. After our conversation, you chose to restart the service on this account. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/06/16) */
June 10, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 10, 2015, we received your correspondence, dated June 9, 2015, filed with the...
Revdex.com.
You indicated that DISH Network charged you $163.72 for unreturned equipment which you then returned. However, you have only been refunded a total of $87.67. You requested a refund for the remaining balance.
When I spoke with Mrs. [redacted] today, I explained that the remaining balance was an early termination fee for the internet service and return shipping for the internet equipment. I agreed to waive these charges and I issued a refund for the remaining balance of $75.77. She 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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund satisfactory thank you