Initial Business Response /* (1000, 5, 2015/06/08) */
June 3, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 1, 2015, we received your complaint, dated [redacted] 27, 2015, filed with the...
Revdex.com.
You disputed the $240.00 early termination fee that was applied to this account. You indicated that your mother called to downgrade service and instead she was sent a new receiver that included a new 24-month commitment.
When I spoke with you by telephone today, I advised you that after a review of the call, I waived the $240.00 early termination fee. I also removed the $9.00 Promise-to-Pay fee and the $10.00 box return fee. The remaining balance of $36.05 is for service that was rendered.
You informed me that you did not open the new receiver and you returned it to UPS.
We strive to provide excellent service and regret that this 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 Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved my issue
[redacted] Dear Mrs. [redacted]: On December 1, 2017, we received your complaint, dated November 30, 2017, filed with the Revdex.com. You indicated that you have not received the $100.00 gift card that was offered with the activation of your DISH Network service. Your DISH Network service was activated through DISH Network on October 30, 2017, with a 24-month commitment. Our records confirm that you contacted us and provided an offer code (gift100) for a $100.00 gift card; however, the offer code does not belong to DISH Network–it belongs to a retailer. As a result, we are unable to redeem the offer. When I spoke with you by phone on December 4, 2017, you accepted my offer to apply a $100.00 credit to your DISH Network account. 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]
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.
Dish is correct. The amount of the monthly fee for Heartland was $6, not $9 as I said. I read the invoice wrong. They have responded, offered me lifetime HD and credit for 6 months. This is satisfactory.As I told Dish I do not mind paying my monthly bill but I will not have them add programming to my bill without my approval. This was fraud and I hope this doesn't happen to others. Never had this problem until I went paperless but now they send me a monthly hard copy and I would suggest others carefully review their bill each month for discrepancies. They need to train their staff so when a question is asked, customers get the correct answer. If a channel will not be automatically removed after the 3 month promo Dish staff should say. Dish has offered me other promos during this conversation and complaint. I declined! I don't want their offers anymore.Revdex.com - thank you for your assistance with this complaint. We can close this complaint.
Sincerely,
[redacted]
Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 11, 2016, filed with the Revdex.com. You said that you were provided incorrect information by a [redacted] agent that led you an outstanding balance. You requested to have your balance waived. When...
we spoke, I explained that once your DISH Network and [redacted] accounts are unbundled, we can no longer influence your [redacted] billing. I recommended that you contact [redacted] concerning this issue, as you reported that it was information provided by a [redacted] agent that led to your account having a balance and because DISH Network is not able to impel another company to waive your 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 ###-###-####. 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] Dear Ms. [redacted]: On July 17, 2017, we received your complaint, dated July 16, 2017, filed with the Revdex.com. You expressed concern regarding Pay-Per-View (PPV) charges on your account. You stated that no one in your home has ordered them. You requested that the charges be waived and your service restored. When we spoke, I advised you that our records reflect you have contacted us regarding this issue. We provided you with account credits and we assisted you with locking your system. I informed you that the PPV movies are being ordered through the remote control and not by a customer service representative. I told you that if you make a $200.00 payment, I would provide you with a $200.00 account credit as a one-time courtesy. You agreed to my offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On June 17, 2016, we received your complaint, dated June 13, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you received incorrect information regarding the equipment upgrade that you requested. Your service was activated on August 1, 2015, with a 24-month commitment. You were enrolled in a new 24-month commitment on June 5, 2016, when your equipment was upgraded through our DISH’n It Up promotion. A review of your account shows that you contacted us and scheduled an appointment to move your service to a new address. An equipment upgrade was also requested; however, it appears that the discrepancy was with the number of receivers you requested and the number of receivers that a technician brought to your home. Please be advised that additional fees may apply based on the number of receivers requested and the functions (HD and/or DVR) of the equipment. Your service was canceled on June 17, 2016. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. You were also charged two $10.00 box return fees. When I spoke with your fiancé by phone today, I advised him that I reversed the early termination fee, the box return fees, and the $100.00 move fee. I also submitted a refund of $330.00 to your credit card account. Please allow three to five business days for processing. We strive to provide excellent service and we regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
Initial Business Response /* (1000, 5, 2015/08/26) */
August 6, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 6, 2015, we received your complaint, dated August 5, 2015, filed with the...
Revdex.com.
You said that you are you confused about your bill, as you were told that your early termination fee had been waived.
When we spoke by phone, I explained that the balance due is for services rendered. You disputed all of the payments you made to DISH Network, resulting in you having a balance which we consider to be valid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/12/22) */
December 16, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with...
the Revdex.com.
You said that the technician did not show up for a scheduled appointment on December 3, 2015. You requested free premium channels and reimbursement for the Protection Plan.
When we spoke, I advised you that a review of your phone calls to DISH Network revealed that there was some confusion about the service you needed performed. Our records indicate that a work order was scheduled for a wall-fish, where coaxial cables are run behind your walls to your equipment. However, when the technician arrived on December 3, 2015, he was advised that you wished to hide electrical wires and cables. As working with your home's electrical system requires special certification, the technician advised you that an electrician was needed.
You contacted us on December 8, 2015, and said that the technician never showed up on December 3, 2015, and that you needed to reschedule the visit. Once again a work order for a wall-fish was created. The technician who came to your residence on December 12, 2015, entered a work order for a power relocation as he was, likewise, uncertified for electrical work.
Our records indicate that the technician who was at your house on December 15, 2015, noted that you have fire breaks and that he is unable to finish the work order as is. You requested to cancel the work order and advised out dispatch office that you will contact us when you are ready for the technician visit.
Our records indicate that you are already receiving free premium channels for three months, which was added on December 12, 2015. As a courtesy, I applied a one-time $8.00 credit to your account.
We sincerely regret any confusion this issue may have caused.
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]
[redacted] XXXXX
[redacted]
[redacted] Dear Ms. Wilson: On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com. You filed this correspondence on behalf of your father, Mr. Gregory Wilson, the DISH Network account holder. You said he was offered satellite TV and internet services at the monthly price of $49.99. You disputed the early termination fee. Mr. [redacted] account was established under the Digital Home Advantage (DHA) TV promotion with a three-year price guarantee through Discovery Satellite, an independent retailer. We have no record of an internet service offer. When I spoke with Mr. [redacted] on March 17, 2016, I advised him that I waived the early termination fee. He may cancel his service at any time without penalty. Mr. [redacted] and your concerns will be addressed internally with the appropriate personnel. We regret any inconvenience you or he may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Dear Ms. [redacted]: On June 20, 2016, we received your complaint, dated June 16, 2016, filed with the Revdex.com. You maintain that DISH Network service was installed at your home without your permission. You would like for the satellite dish to be removed and for the damage to be repaired. Our records show that the service was requested by your previous tenant. Please be advised that it is up to the tenant to ensure they have obtained landlord permission prior to the installation. When I spoke with you by phone June 22, 2016, I advised you although this is a landlord/tenant issue, I requested that our Corporate Field Resolutions Department contact you to open a damage claim. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
January 4, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You indicated that the technician did not provide the Echo Dot and Hopper Go that were included as a special with the installation of your DISH Network service. You stated that although you were advised the Hopper Go would be delivered within ten business days, you have not received it. You also said that you purchased two headphones, but one of them is not working. You were told that since it has been over 30 days, the headphones cannot be exchanged and you were referred to the manufacturer. Further, you were advised by the technician that the charges for the headphones would be billed to your account and paid in increments; however, you have received service interruption notices. Our records show that your service order was established on November 19, 2017. Because the promotional offer code (Holiday Special) was not applied when the service was initially requested but was added later, the Hopper Go and Echo Dot were not in the installation order. The Hopper Go is shipped and a redemption code is sent for the Echo Dot upon completion of the installation. Your installation was completed on November 24, 2017. At that time, you were enrolled in a 24-month commitment. The redemption code for the Echo Dot was sent by email on this date. Please be advised that the Hopper Go is shipped within eight weeks of the installation. Although the headphones include a one-year warranty, any exchanges and returns through DISH Network are only allowed within 30 days. Any issues after 30 days are handled by the manufacturer, [redacted]. Additionally, the products purchased during the installation can be billed to your account; however, they are billed at full cost and not in increments. I regret any miscommunication provided by the installer. When I spoke with your wife by phone on January 3, 2018, I advised her that the Hopper Go was shipped. Per the [redacted] tracking number, it is scheduled to be delivered tomorrow (January 5, 2018). I requested an additional pair of earphones to be shipped to you at no cost, and I removed the charge of $79.99 from your account for one of the headphones already purchased. The credit covered the previous balance on your account, bringing the current balance to zero. You expressed dissatisfaction with the customer service you received. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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]
[redacted] Dear Ms. [redacted]: On February 23, 2018, we received your complaint, dated February 22, 2018, filed with the Revdex.com. You maintain that a technician ran over and killed your dog and you said the technician did not report this to you when it happened. On behalf of DISH Network, please accept my sincere condolences for your loss. Your concerns were addressed internally and your term commitment was waived. 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]
[redacted] Dear Ms. [redacted]: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com. You maintain that DISH Network collected two payments for the same billing period, and you requested a refund for one of them. A review of your account reveals that it is enrolled in our Electronic Funds Transfer (EFT) Autopay option. A mailed payment of $86.36 was applied to your account on February 23, 2016. Because the EFT payment was already in process, a payment of $89.36 was applied to your account on the same day. This is not a DISH Network error. When I spoke with you by telephone today, I informed you that a refund of $89.36 was issued on March 8, 2016. As a courtesy, I removed your current balance of $87.36. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 4, 2015
Ms. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 4, 2015, we received your complaint, dated May 1, 2015, filed with the Better...
Business Bureau.
You disputed the early termination fee applied to your DISH Network account.
When we spoke, I advised you that our records indicate that you were advised of the 24-month commitment when you requested to upgrade your leased equipment. Enclosed is a copy of your DISH'n It Up agreement.
As I explained, because we appreciate your long-time patronage, I made an exception and waived your $170.00 early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]) [redacted]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Ms. [redacted]: On April 13, 2016, we received your complaint, dated April 11, 2016, filed with the Revdex.com. You said you were advised that your billing due date would be May 2, 2016, but instead, it was on April 17, 2016. You also expressed concern about your damage claim. I attempted to reach you at [redacted] on April 14, 15 and 18, 2016, and I left three voicemails. In my last message, I advised you that I forwarded your complaint to our Corporate Field Resolutions (CFR) Team. As they are the only team at DISH Network that handles damage claims, please continue to work with them in resolving your claim. As I advised you, our records do not reflect a due date of May 2, 2016. DISH Network’s billing system automatically sets the due date for new accounts 15 days after the account is activated. As your account was activated on April 2, 2016, your first billing due date was April 17, 2016. As I explained, you can request to change your due date after two billing periods. 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]
*
December 14, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####183
Dear Mr. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You stated that...
DISH Network billed you $263.50 for unreturned equipment. You indicated that the customer service representative who closed your account instructed you not to return the equipment so you disposed of it. You requested that the charge be waived and removed from collections.
Our records indicate that there was some confusion regarding placing the account on pause as opposed to disconnecting your service.
In our December 11, 2015, email correspondence, I agreed to remove the equipment from your disconnected account and I resolved the account balance. 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 ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear [redacted]: On June 6, 2017, we received your complaint, dated June 5, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain you were told that you would be released from your existing contractual agreement and no new term commitment would be added when you downgraded your receiver. In your email dated June 10, 2017, you stated that your concerns were previously addressed. Our records confirm that the term commitment was waived and your service was disconnected on June 5, 2017. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:Problem:Last month I had a problem with dish network which I believed had been resolved it has not. I ordered internet service through dish network. When their technician arrived to install it I was told that internet service was not available in the area and that he was only there to install television service. I told him immediately that I did not order or want television service and he refused to take the Television box back at the time. I immediately filed a complaint with your office. A few days later I received a call from from someone claiming to be from dish network executive office saying that I would not be charged for installation or termination of the service and I agreed to return the TV box which had not been used. Then I received the your email asking if the result had been satisfactory and I answered that it was. Dish Network has now charged my credit card $49.99 for termination for disconnection of a service that I never received in the first place. Can you please help again? Product_Or_Service: internet service Account_Number: unknownDesired Outcome:DesiredSettlementID: Other (requires explanation) I am trying to have this charge removed from my credit card by my bank but would like the Revdex.com to contact them again to be sure that it gets done correctly this time. I should not be charged to disconnect a service that Dish Network failed to provided me with. I am sorry but I cannot find the email to get the prior reference number.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On March 7, 2017, we received your complaint, dated March 6, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 9, 14 and 15, 2017, and I left three messages. I also sent an email to [redacted] with a request to contact me and I received a response. You indicated that your Hopper 3 receiver has experienced technical issues and it has been replaced several times. You requested compensation for the time that you were without service. You also indicated that an unreturned equipment fee was applied to your account on February 27, 2017, for a receiver that was replaced in December 2016. You enclosed a chat session, during which you said you were told the fee would be removed. Our records reveal that on November 23, 2016, we provided you with a time-without-service credit of $31.45 and you also accepted a $5.00 monthly courtesy credit for six months. Additionally, on October 24, 2017, you were provided a $53.00 credit. I applied a credit to your account for one month of service ($149.52) for your inconvenience. After reviewing the chat session, I confirmed the information you received and the $349.00 unreturned equipment fee was removed from your account on March 14, 2017. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/04/23) */
April 21, 2015
Ms. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 20, 2015, we received your complaint, dated April 17, 2015, filed with...
the Revdex.com.
You said that you ordered a five-TV setup but you were only provided with one receiver. You indicated that you received the additional receivers, but you requested additional free programming or to receive account credits.
When we spoke, I advised you that a review of your sales call revealed that only one receiver was requested. As such, your original work order was correct for what was requested. You then contacted us on April 17, 2015, and requested receivers for two additional TVs, which were provided free of charge on April 19, 2015.
As your original work order was correct, we are unable to provide any additional adjustments.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/06/08) */
June 3, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 1, 2015, we received your complaint, dated [redacted] 27, 2015, filed with the...
Revdex.com.
You disputed the $240.00 early termination fee that was applied to this account. You indicated that your mother called to downgrade service and instead she was sent a new receiver that included a new 24-month commitment.
When I spoke with you by telephone today, I advised you that after a review of the call, I waived the $240.00 early termination fee. I also removed the $9.00 Promise-to-Pay fee and the $10.00 box return fee. The remaining balance of $36.05 is for service that was rendered.
You informed me that you did not open the new receiver and you returned it to UPS.
We strive to provide excellent service and regret that this 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 Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved my issue
December 5, 2017 Mrs. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 1, 2017, we received your complaint, dated November 30, 2017, filed with the Revdex.com. You indicated that you have not received the $100.00 gift card that was offered with the activation of your DISH Network service. Your DISH Network service was activated through DISH Network on October 30, 2017, with a 24-month commitment. Our records confirm that you contacted us and provided an offer code (gift100) for a $100.00 gift card; however, the offer code does not belong to DISH Network–it belongs to a retailer. As a result, we are unable to redeem the offer. When I spoke with you by phone on December 4, 2017, you accepted my offer to apply a $100.00 credit to your DISH Network account. 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]
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.
Dish is correct. The amount of the monthly fee for Heartland was $6, not $9 as I said. I read the invoice wrong. They have responded, offered me lifetime HD and credit for 6 months. This is satisfactory.As I told Dish I do not mind paying my monthly bill but I will not have them add programming to my bill without my approval. This was fraud and I hope this doesn't happen to others. Never had this problem until I went paperless but now they send me a monthly hard copy and I would suggest others carefully review their bill each month for discrepancies. They need to train their staff so when a question is asked, customers get the correct answer. If a channel will not be automatically removed after the 3 month promo Dish staff should say. Dish has offered me other promos during this conversation and complaint. I declined! I don't want their offers anymore.Revdex.com - thank you for your assistance with this complaint. We can close this complaint.
Sincerely,
[redacted]
Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 11, 2016, filed with the Revdex.com. You said that you were provided incorrect information by a [redacted] agent that led you an outstanding balance. You requested to have your balance waived. When...
we spoke, I explained that once your DISH Network and [redacted] accounts are unbundled, we can no longer influence your [redacted] billing. I recommended that you contact [redacted] concerning this issue, as you reported that it was information provided by a [redacted] agent that led to your account having a balance and because DISH Network is not able to impel another company to waive your 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
July 20, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 17, 2017, we received your complaint, dated July 16, 2017, filed with the Revdex.com. You expressed concern regarding Pay-Per-View (PPV) charges on your account. You stated that no one in your home has ordered them. You requested that the charges be waived and your service restored. When we spoke, I advised you that our records reflect you have contacted us regarding this issue. We provided you with account credits and we assisted you with locking your system. I informed you that the PPV movies are being ordered through the remote control and not by a customer service representative. I told you that if you make a $200.00 payment, I would provide you with a $200.00 account credit as a one-time courtesy. You agreed to my offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
June 21, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On June 17, 2016, we received your complaint, dated June 13, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you received incorrect information regarding the equipment upgrade that you requested. Your service was activated on August 1, 2015, with a 24-month commitment. You were enrolled in a new 24-month commitment on June 5, 2016, when your equipment was upgraded through our DISH’n It Up promotion. A review of your account shows that you contacted us and scheduled an appointment to move your service to a new address. An equipment upgrade was also requested; however, it appears that the discrepancy was with the number of receivers you requested and the number of receivers that a technician brought to your home. Please be advised that additional fees may apply based on the number of receivers requested and the functions (HD and/or DVR) of the equipment. Your service was canceled on June 17, 2016. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. You were also charged two $10.00 box return fees. When I spoke with your fiancé by phone today, I advised him that I reversed the early termination fee, the box return fees, and the $100.00 move fee. I also submitted a refund of $330.00 to your credit card account. Please allow three to five business days for processing. We strive to provide excellent service and we regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
Initial Business Response /* (1000, 5, 2015/08/26) */
August 6, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 6, 2015, we received your complaint, dated August 5, 2015, filed with the...
Revdex.com.
You said that you are you confused about your bill, as you were told that your early termination fee had been waived.
When we spoke by phone, I explained that the balance due is for services rendered. You disputed all of the payments you made to DISH Network, resulting in you having a balance which we consider to be valid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/12/22) */
December 16, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with...
the Revdex.com.
You said that the technician did not show up for a scheduled appointment on December 3, 2015. You requested free premium channels and reimbursement for the Protection Plan.
When we spoke, I advised you that a review of your phone calls to DISH Network revealed that there was some confusion about the service you needed performed. Our records indicate that a work order was scheduled for a wall-fish, where coaxial cables are run behind your walls to your equipment. However, when the technician arrived on December 3, 2015, he was advised that you wished to hide electrical wires and cables. As working with your home's electrical system requires special certification, the technician advised you that an electrician was needed.
You contacted us on December 8, 2015, and said that the technician never showed up on December 3, 2015, and that you needed to reschedule the visit. Once again a work order for a wall-fish was created. The technician who came to your residence on December 12, 2015, entered a work order for a power relocation as he was, likewise, uncertified for electrical work.
Our records indicate that the technician who was at your house on December 15, 2015, noted that you have fire breaks and that he is unable to finish the work order as is. You requested to cancel the work order and advised out dispatch office that you will contact us when you are ready for the technician visit.
Our records indicate that you are already receiving free premium channels for three months, which was added on December 12, 2015. As a courtesy, I applied a one-time $8.00 credit to your account.
We sincerely regret any confusion this issue may have caused.
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]
[redacted] XXXXX
[redacted]
March 21, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. Wilson: On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com. You filed this correspondence on behalf of your father, Mr. Gregory Wilson, the DISH Network account holder. You said he was offered satellite TV and internet services at the monthly price of $49.99. You disputed the early termination fee. Mr. [redacted] account was established under the Digital Home Advantage (DHA) TV promotion with a three-year price guarantee through Discovery Satellite, an independent retailer. We have no record of an internet service offer. When I spoke with Mr. [redacted] on March 17, 2016, I advised him that I waived the early termination fee. He may cancel his service at any time without penalty. Mr. [redacted] and your concerns will be addressed internally with the appropriate personnel. We regret any inconvenience you or he may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
June 23, 2016 Ms. [redacted] [redacted]
* Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Ms. [redacted]: On June 20, 2016, we received your complaint, dated June 16, 2016, filed with the Revdex.com. You maintain that DISH Network service was installed at your home without your permission. You would like for the satellite dish to be removed and for the damage to be repaired. Our records show that the service was requested by your previous tenant. Please be advised that it is up to the tenant to ensure they have obtained landlord permission prior to the installation. When I spoke with you by phone June 22, 2016, I advised you although this is a landlord/tenant issue, I requested that our Corporate Field Resolutions Department contact you to open a damage claim. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
January 4, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You indicated that the technician did not provide the Echo Dot and Hopper Go that were included as a special with the installation of your DISH Network service. You stated that although you were advised the Hopper Go would be delivered within ten business days, you have not received it. You also said that you purchased two headphones, but one of them is not working. You were told that since it has been over 30 days, the headphones cannot be exchanged and you were referred to the manufacturer. Further, you were advised by the technician that the charges for the headphones would be billed to your account and paid in increments; however, you have received service interruption notices. Our records show that your service order was established on November 19, 2017. Because the promotional offer code (Holiday Special) was not applied when the service was initially requested but was added later, the Hopper Go and Echo Dot were not in the installation order. The Hopper Go is shipped and a redemption code is sent for the Echo Dot upon completion of the installation. Your installation was completed on November 24, 2017. At that time, you were enrolled in a 24-month commitment. The redemption code for the Echo Dot was sent by email on this date. Please be advised that the Hopper Go is shipped within eight weeks of the installation. Although the headphones include a one-year warranty, any exchanges and returns through DISH Network are only allowed within 30 days. Any issues after 30 days are handled by the manufacturer, [redacted]. Additionally, the products purchased during the installation can be billed to your account; however, they are billed at full cost and not in increments. I regret any miscommunication provided by the installer. When I spoke with your wife by phone on January 3, 2018, I advised her that the Hopper Go was shipped. Per the [redacted] tracking number, it is scheduled to be delivered tomorrow (January 5, 2018). I requested an additional pair of earphones to be shipped to you at no cost, and I removed the charge of $79.99 from your account for one of the headphones already purchased. The credit covered the previous balance on your account, bringing the current balance to zero. You expressed dissatisfaction with the customer service you received. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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]
March 5, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 23, 2018, we received your complaint, dated February 22, 2018, filed with the Revdex.com. You maintain that a technician ran over and killed your dog and you said the technician did not report this to you when it happened. On behalf of DISH Network, please accept my sincere condolences for your loss. Your concerns were addressed internally and your term commitment was waived. 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]
March 11, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com. You maintain that DISH Network collected two payments for the same billing period, and you requested a refund for one of them. A review of your account reveals that it is enrolled in our Electronic Funds Transfer (EFT) Autopay option. A mailed payment of $86.36 was applied to your account on February 23, 2016. Because the EFT payment was already in process, a payment of $89.36 was applied to your account on the same day. This is not a DISH Network error. When I spoke with you by telephone today, I informed you that a refund of $89.36 was issued on March 8, 2016. As a courtesy, I removed your current balance of $87.36. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 4, 2015
Ms. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 4, 2015, we received your complaint, dated May 1, 2015, filed with the Better...
Business Bureau.
You disputed the early termination fee applied to your DISH Network account.
When we spoke, I advised you that our records indicate that you were advised of the 24-month commitment when you requested to upgrade your leased equipment. Enclosed is a copy of your DISH'n It Up agreement.
As I explained, because we appreciate your long-time patronage, I made an exception and waived your $170.00 early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]) [redacted]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
April 18, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 13, 2016, we received your complaint, dated April 11, 2016, filed with the Revdex.com. You said you were advised that your billing due date would be May 2, 2016, but instead, it was on April 17, 2016. You also expressed concern about your damage claim. I attempted to reach you at [redacted] on April 14, 15 and 18, 2016, and I left three voicemails. In my last message, I advised you that I forwarded your complaint to our Corporate Field Resolutions (CFR) Team. As they are the only team at DISH Network that handles damage claims, please continue to work with them in resolving your claim. As I advised you, our records do not reflect a due date of May 2, 2016. DISH Network’s billing system automatically sets the due date for new accounts 15 days after the account is activated. As your account was activated on April 2, 2016, your first billing due date was April 17, 2016. As I explained, you can request to change your due date after two billing periods. 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]
*
December 14, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####183
Dear Mr. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You stated that...
DISH Network billed you $263.50 for unreturned equipment. You indicated that the customer service representative who closed your account instructed you not to return the equipment so you disposed of it. You requested that the charge be waived and removed from collections.
Our records indicate that there was some confusion regarding placing the account on pause as opposed to disconnecting your service.
In our December 11, 2015, email correspondence, I agreed to remove the equipment from your disconnected account and I resolved the account balance. 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 ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
June 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 6, 2017, we received your complaint, dated June 5, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain you were told that you would be released from your existing contractual agreement and no new term commitment would be added when you downgraded your receiver. In your email dated June 10, 2017, you stated that your concerns were previously addressed. Our records confirm that the term commitment was waived and your service was disconnected on June 5, 2017. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:Problem:Last month I had a problem with dish network which I believed had been resolved it has not. I ordered internet service through dish network. When their technician arrived to install it I was told that internet service was not available in the area and that he was only there to install television service. I told him immediately that I did not order or want television service and he refused to take the Television box back at the time. I immediately filed a complaint with your office. A few days later I received a call from from someone claiming to be from dish network executive office saying that I would not be charged for installation or termination of the service and I agreed to return the TV box which had not been used. Then I received the your email asking if the result had been satisfactory and I answered that it was. Dish Network has now charged my credit card $49.99 for termination for disconnection of a service that I never received in the first place. Can you please help again? Product_Or_Service: internet service Account_Number: unknownDesired Outcome:DesiredSettlementID: Other (requires explanation) I am trying to have this charge removed from my credit card by my bank but would like the Revdex.com to contact them again to be sure that it gets done correctly this time. I should not be charged to disconnect a service that Dish Network failed to provided me with. I am sorry but I cannot find the email to get the prior reference number.
Sincerely,
[redacted]
March 15, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On March 7, 2017, we received your complaint, dated March 6, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 9, 14 and 15, 2017, and I left three messages. I also sent an email to [redacted] with a request to contact me and I received a response. You indicated that your Hopper 3 receiver has experienced technical issues and it has been replaced several times. You requested compensation for the time that you were without service. You also indicated that an unreturned equipment fee was applied to your account on February 27, 2017, for a receiver that was replaced in December 2016. You enclosed a chat session, during which you said you were told the fee would be removed. Our records reveal that on November 23, 2016, we provided you with a time-without-service credit of $31.45 and you also accepted a $5.00 monthly courtesy credit for six months. Additionally, on October 24, 2017, you were provided a $53.00 credit. I applied a credit to your account for one month of service ($149.52) for your inconvenience. After reviewing the chat session, I confirmed the information you received and the $349.00 unreturned equipment fee was removed from your account on March 14, 2017. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/04/23) */
April 21, 2015
Ms. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 20, 2015, we received your complaint, dated April 17, 2015, filed with...
the Revdex.com.
You said that you ordered a five-TV setup but you were only provided with one receiver. You indicated that you received the additional receivers, but you requested additional free programming or to receive account credits.
When we spoke, I advised you that a review of your sales call revealed that only one receiver was requested. As such, your original work order was correct for what was requested. You then contacted us on April 17, 2015, and requested receivers for two additional TVs, which were provided free of charge on April 19, 2015.
As your original work order was correct, we are unable to provide any additional adjustments.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]