August 18, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your complaint, dated August 13, 2016, filed with the Revdex.com. You said that you were provided incorrect information about your monthly rate when you initiated your DISH...
Network account. You requested to have your 24-month commitment waived. When we spoke, I advised you that as I was unable to verify the information you were provided during your sale, I made an exception and waived your 24-month commitment. 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] Dear Ms. [redacted]: On January 2, 2017, we received your complaint, dated December 30, 2016, filed with the Revdex.com. You expressed concern about your monthly rate and the level of customer service you received. When we spoke, I attempted to explain your monthly rate and how it was lowered each month by credits that you were receiving. Our records indicate that you were receiving a monthly $10.00 courtesy credit that ended with your December 17, 2016, bill. Before that credit you were receiving a monthly $7.00 credit and a monthly $15.00 credit. As I explained, agents have some discretion when applying credits but they have business rules that they must abide by when doing so. Please note that as you are subscribing to an ongoing service, your monthly rate will increase over time, as provided for in our Residential Customer Agreement. You also said that you do not use your model 211 receiver for months at a time, so I offered to mark it as purchased so that you may deactivate it when it is not in use, but you declined my offer. 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] Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] 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 expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that you were supposed to receive phone and internet services separately, but you were not given the contact information for the provider. You later found out that the provider would be Frontier; however, Frontier does not service your area. You also said that you were charged $14.95 for technical support without your permission. You would like your service canceled and for a full refund to be provided. Your DISH Network service was activated on February 1, 2018, with a 24-month commitment through National Satellite Systems, an independent company. Please be advised that the term commitment applies to our service only and does not include phone and/or internet services as a bundle. A review of the sales call from January 30, 2018, found that the sales agent informed you that phone and internet services would be through Frontier twice during the call. The agent also advised you that both installations may or may not take place on the same day, as it’s going to be through another provider and that DISH Network service had nothing to do with internet and phone services. Additionally, the sales agent provided the following information regarding the technical support service: “As a special retailer bonus, you have also qualified for our IT PLEASE whole-home technology support program. This plan gives you access to certified technicians 24 hours a day, 7 days a week, to keep your smart phones, tablets, computers, and wireless networks up and running. They can also help you with printers, TVs, and gaming consoles. This is a whole-home plan, so every family member living at your address is covered. This offer is a risk-free trial, so you get a full 15 days to review these benefits at no cost, and then it’s just $14.95 a month, billed automatically to the card provided today. It’s that simple, there are no long-term contracts or set-up fees. If you decide that this program is not for you, that’s fine, simply call the toll free number to cancel at any time. This offer is not provided by Dish Network and in no way is a part of any programming package which you are signing today for Dish Network.” When I spoke with you by phone on March 2, 2018, I advised you that I made an exception and waived your term commitment. As you requested, I scheduled your service to be disconnected on March 31, 2018. Following the disconnection of your service, you will be sent boxes for the return of the equipment. As the payments that we received are for service provided, no refund is due. 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 unsatisfactory but they obviously don't worry about it so I'm withdrawing my complaint because nothing will change.
Sincerely,
[redacted]
October 11, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You said that you were advised that your early termination fees would be waived if you restarted your DISH...
Network account. You disputed the internet early termination fee applied to your account. When we spoke, you advised me that your issue was resolved when Mr. Gabriel Ramsey, with our Executive Escalations Team, waived your internet early termination fee. 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
the original charge was $148.00; the Dish resolution specialist mentions $116.90 and the equipment. Does the equipment equal the difference?
Dear Mr. [redacted]: On April 29, 2016, we received your rebuttal, dated April 29, 2016, filed with the Revdex.com. You maintain that you were offered a monthly rate of $81.00 for six months. I reviewed the direct recording of your calls and found the offer of a monthly $10.00 credit for six months. The agent did not offer a monthly rate of $81.00 for six months. While we regret that you do not agree, our records indicate that you received the credits you were promised. 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It should be noted the settlement information came to me after I had escalated and submitted this complaint to the Revdex.com. This was after MONTHS of follow up. I am closing the complaint with DISH Network as they have agreed to take care of the issue with my roof.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have sent in the statement so that they can see the three charges that were made on my account by Dish.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On July 8, 2016, we received your complaint, dated July 6, 2016, filed with the Revdex.com. You said that DISH Network debited $260.00 from your bank account without your authorization. When we spoke, I advised you that a review of your sales call revealed that the credit card account ending in 7195 was the one provided to qualify for your account. During your sales call you were advised that early termination and unreturned equipment fees would be automatically applied to the qualifying debit or credit card. As your account was disconnected due to non-payment prior to the end of your 24-month commitment, a $260.00 early termination fee was applied to your DISH Network and qualifying bank account. As the charge to which you refer was authorized by you under our terms of service, we are unable to honor your request for a refund. 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]
[redacted] Dear Ms. [redacted]: On April 6, 2016, we received your correspondence, dated April 6, 2016, filed with the Revdex.com. You stated that when you contacted Planet Dish, an independent retail service provider, you were offered both TV and internet service. The internet service was not installed, which led you to disconnect the TV service. You were billed an early termination fee. You requested that the fee be waived. You also asked to receive a partial refund for your first payment of $104.05, as it included payment for the internet service. My three attempts to contact you at [redacted] on April 6, 7 and 8, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@gmail.com (copy enclosed), but I have not received a response. As a courtesy, I waived your TV early termination fee. However, I’m unable to provide you with the refund that you requested. The $104.05 payment made on January 19, 2016, was only for your TV service and it included a $50.00 non-refundable activation fee. 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] Enclosure
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, please be advised that after I received notification that the issue had been resolved, I still received a bill for early termination fee. I immediately called, and spent another few hours being switched from agent to agent explaining the situation again. I was finally told to disregard bill and received another phone call saying the issue was resolved. I am still waiting to see if I receive another bill or if the issue has TRULY been resolved.
Sincerely,
[redacted]
8[redacted]8[redacted] Dear Ms. [redacted]: On November 28, 2017, we received your complaint, dated November 27, 2017, filed with the Revdex.com. You indicated that your service was disconnected and you requested it be restarted. You also said that you will pay the regular price for programming. Our records reveal that you spoke with Mr. Luke Clements, a DISH Network Dispute Resolution Specialist, regarding your concerns on November 27, 2017. We are unable to honor your request to restart your service. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/04) */
April 30, 2015
Mr. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 30, 2015, we received your complaint, dated April 29, 2015, filed with...
the Revdex.com.
You expressed concern with the billing statements that you received. You indicated that you disconnected your service; however, it was restarted without your authorization.
Our records reveal that your service was disconnected on January 15, 2015, but it was restarted on January 18, 2015. Although you indicated at that time that you did not wish to have the service restarted, your account was left active. I apologize for this oversight.
Your service was disconnected on April 13, 2015, for non-payment. The account was left with a programming balance of $265.10. You were also charged an early termination fee of $70.00 and a box return fee of $10.00.
On April 22, 2015, you were contacted by Ms. [redacted], from our Executive Escalations Team. She removed the service charges, early termination fee and box return fee from your account and advised you that the equipment had to be returned. The equipment was returned on April 24, 2015. As of this date, your account has a zero balance.
We strive to provide excellent service and regret that your experience was unfavorable.
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: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not understand why it took so long for Dish to correct their error. However, I am satisfied with the zero balance but will never use Dish and advise everyone I know to not use Dish Network.
January 14, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You said that you agreed to a bundled account with Frontier and DISH Network services. However, you maintain that you were not billed the rate you were quoted. You asked that the early termination fee be waived. When we spoke by phone, I explained that a review of the bills we sent Frontier didn’t have any inconsistencies. I said that I am unable to justify Frontier’s charges. However, in the interest of customer service, I agreed to waive the early termination fee and provide you with a refund of $220.00. You agreed to my 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
January 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your complaint, dated January 13, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 18, 19 and 21, 2016, and I left one message, as there was no further options to leave a message. You indicated that you placed your account on DISH Pause, but you are now receiving bills for regular service charges. A review of your account reveals that on September 22, 2015, you called to place the account on DISH Pause and it was scheduled for three months. After this time frame was reached on December 22, 2015, your service was automatically restarted. Notification that DISH Pause expired was also sent to [redacted]@gmail.com on that same date. A review of your September 22, 2015, call reveals that the customer service agent informed you several times that DISH Pause was for three months and your service would be automatically restarted afterward. Please note that DISH Network offers DISH Pause as an option for temporary situations when the service cannot be used--it is not a long-term solution. As an exception, I removed your outstanding balance of $75.32 and placed the account on DISH Pause for nine months. Please contact me if the account is to remain on pause or be disconnected. Once the DISH Pause expires, you will begin to be billed for service. 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
Initial Business Response /* (1000, 5, 2015/08/11) */
July 30, 2015
[redacted]
XXXX XXXth [redacted] A
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with...
the Revdex.com.
You said that you didn't get what you were offered when you placed your order for DISH Network service.
When we spoke by phone, I advised you that I will review your sales call and follow up with you once this has been completed.
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]
December 14, 2015
Ms. [redacted]
[redacted]
[redacted], GA 30575-1320
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 10, 2015, we received your complaint, dated December 8, 2015, filed with the Revdex.com.
You indicated...
that this account was established for your mother who has fallen very ill. You disputed that she was enrolled in a new 24-month commitment when her receiver was upgraded and then she was charged a $130.00 early termination fee when the service was disconnected. You requested a refund for the automatic payment for this fee that was debited from her bank account.
When I spoke with you by telephone today, I explained that the $130.00 payment that was debited on September 9, 2015, is a valid fee because the equipment upgrade required a DISH n' It Up agreement which provides authorization to automatically debit the credit/debit card for the early termination fee.
In the meantime, you disputed the $130.00 payment and your bank retrieved the funds on September 30, 2015. Then on October 8, 2015, the funds were returned to us. However, the early termination fee was reversed on October 26, 2015, and the refund that we requested was disapproved because we received another dispute from your bank on October 29, 2015. The funds were once again retrieved by the bank. We are no longer in possession of the $130.00. Please refer to your bank and request that they research their suspended or holding accounts.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because:They AGAIN sent the check to my old address in NY. They've done this twice now and have had my address in DC since December!! This is pathetic. Even the person from the office of the president at Dish today said it was ridiculous that they again mailed the check to the wrong address. No resolution in site. He is working on it but they again claim they have to wait 30 days to make sure the check isn't cashed. They can and should simply put a "stop check" on it and fedex me a new check (the third at this point) to my proper address.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/03) */
July 30, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 28, 2015, we received your complaint, dated July 27, 2015, filed with the...
Revdex.com.
You said that you had a zero balance on your account but you were sent to collections and a negative mark was applied to your credit file.
I attempted to reach you at (XXX) XXX-XXXX on July 28, 29 and 30, 2015, and I left three voicemails.
Our records indicate that your account was initiated under a 24-month commitment, but was disconnected prior to the end of that commitment. As such, an early termination fee was applied to the account. As the balance on the account remained unpaid, it was sent to collections and reported to your credit file.
When you contacted us concerning your balance, the agent with whom you spoke requested a copy of your contract. However, due to the time that has lapsed since your account was active, our local office was not able to provide it; therefore, the agent waived your balance.
While our records indicate that you received the benefits of the 24-month commitment and that the fee was valid, as a copy of your contract could not be provided and as your early termination fee was waived, I made an exception and requested to have this item removed from your credit file.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
August 18, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your complaint, dated August 13, 2016, filed with the Revdex.com. You said that you were provided incorrect information about your monthly rate when you initiated your DISH...
Network account. You requested to have your 24-month commitment waived. When we spoke, I advised you that as I was unable to verify the information you were provided during your sale, I made an exception and waived your 24-month commitment. 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
January 3, 2017 Ms. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 2, 2017, we received your complaint, dated December 30, 2016, filed with the Revdex.com. You expressed concern about your monthly rate and the level of customer service you received. When we spoke, I attempted to explain your monthly rate and how it was lowered each month by credits that you were receiving. Our records indicate that you were receiving a monthly $10.00 courtesy credit that ended with your December 17, 2016, bill. Before that credit you were receiving a monthly $7.00 credit and a monthly $15.00 credit. As I explained, agents have some discretion when applying credits but they have business rules that they must abide by when doing so. Please note that as you are subscribing to an ongoing service, your monthly rate will increase over time, as provided for in our Residential Customer Agreement. You also said that you do not use your model 211 receiver for months at a time, so I offered to mark it as purchased so that you may deactivate it when it is not in use, but you declined my offer. 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] Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 5, 2018 Ms. [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 expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that you were supposed to receive phone and internet services separately, but you were not given the contact information for the provider. You later found out that the provider would be Frontier; however, Frontier does not service your area. You also said that you were charged $14.95 for technical support without your permission. You would like your service canceled and for a full refund to be provided. Your DISH Network service was activated on February 1, 2018, with a 24-month commitment through National Satellite Systems, an independent company. Please be advised that the term commitment applies to our service only and does not include phone and/or internet services as a bundle. A review of the sales call from January 30, 2018, found that the sales agent informed you that phone and internet services would be through Frontier twice during the call. The agent also advised you that both installations may or may not take place on the same day, as it’s going to be through another provider and that DISH Network service had nothing to do with internet and phone services. Additionally, the sales agent provided the following information regarding the technical support service: “As a special retailer bonus, you have also qualified for our IT PLEASE whole-home technology support program. This plan gives you access to certified technicians 24 hours a day, 7 days a week, to keep your smart phones, tablets, computers, and wireless networks up and running. They can also help you with printers, TVs, and gaming consoles. This is a whole-home plan, so every family member living at your address is covered. This offer is a risk-free trial, so you get a full 15 days to review these benefits at no cost, and then it’s just $14.95 a month, billed automatically to the card provided today. It’s that simple, there are no long-term contracts or set-up fees. If you decide that this program is not for you, that’s fine, simply call the toll free number to cancel at any time. This offer is not provided by Dish Network and in no way is a part of any programming package which you are signing today for Dish Network.” When I spoke with you by phone on March 2, 2018, I advised you that I made an exception and waived your term commitment. As you requested, I scheduled your service to be disconnected on March 31, 2018. Following the disconnection of your service, you will be sent boxes for the return of the equipment. As the payments that we received are for service provided, no refund is due. 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 unsatisfactory but they obviously don't worry about it so I'm withdrawing my complaint because nothing will change.
Sincerely,
[redacted]
October 11, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You said that you were advised that your early termination fees would be waived if you restarted your DISH...
Network account. You disputed the internet early termination fee applied to your account. When we spoke, you advised me that your issue was resolved when Mr. Gabriel Ramsey, with our Executive Escalations Team, waived your internet early termination fee. 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
the original charge was $148.00; the Dish resolution specialist mentions $116.90 and the equipment. Does the equipment equal the difference?
Dear Mr. [redacted]: On April 29, 2016, we received your rebuttal, dated April 29, 2016, filed with the Revdex.com. You maintain that you were offered a monthly rate of $81.00 for six months. I reviewed the direct recording of your calls and found the offer of a monthly $10.00 credit for six months. The agent did not offer a monthly rate of $81.00 for six months. While we regret that you do not agree, our records indicate that you received the credits you were promised. 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It should be noted the settlement information came to me after I had escalated and submitted this complaint to the Revdex.com. This was after MONTHS of follow up. I am closing the complaint with DISH Network as they have agreed to take care of the issue with my roof.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have sent in the statement so that they can see the three charges that were made on my account by Dish.
Sincerely,
[redacted]
July 13, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 8, 2016, we received your complaint, dated July 6, 2016, filed with the Revdex.com. You said that DISH Network debited $260.00 from your bank account without your authorization. When we spoke, I advised you that a review of your sales call revealed that the credit card account ending in 7195 was the one provided to qualify for your account. During your sales call you were advised that early termination and unreturned equipment fees would be automatically applied to the qualifying debit or credit card. As your account was disconnected due to non-payment prior to the end of your 24-month commitment, a $260.00 early termination fee was applied to your DISH Network and qualifying bank account. As the charge to which you refer was authorized by you under our terms of service, we are unable to honor your request for a refund. 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]
April 12, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 6, 2016, we received your correspondence, dated April 6, 2016, filed with the Revdex.com. You stated that when you contacted Planet Dish, an independent retail service provider, you were offered both TV and internet service. The internet service was not installed, which led you to disconnect the TV service. You were billed an early termination fee. You requested that the fee be waived. You also asked to receive a partial refund for your first payment of $104.05, as it included payment for the internet service. My three attempts to contact you at [redacted] on April 6, 7 and 8, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@gmail.com (copy enclosed), but I have not received a response. As a courtesy, I waived your TV early termination fee. However, I’m unable to provide you with the refund that you requested. The $104.05 payment made on January 19, 2016, was only for your TV service and it included a $50.00 non-refundable activation fee. 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] Enclosure
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, please be advised that after I received notification that the issue had been resolved, I still received a bill for early termination fee. I immediately called, and spent another few hours being switched from agent to agent explaining the situation again. I was finally told to disregard bill and received another phone call saying the issue was resolved. I am still waiting to see if I receive another bill or if the issue has TRULY been resolved.
Sincerely,
[redacted]
November 28, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
8[redacted]8[redacted] Dear Ms. [redacted]: On November 28, 2017, we received your complaint, dated November 27, 2017, filed with the Revdex.com. You indicated that your service was disconnected and you requested it be restarted. You also said that you will pay the regular price for programming. Our records reveal that you spoke with Mr. Luke Clements, a DISH Network Dispute Resolution Specialist, regarding your concerns on November 27, 2017. We are unable to honor your request to restart your service. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/04) */
April 30, 2015
Mr. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 30, 2015, we received your complaint, dated April 29, 2015, filed with...
the Revdex.com.
You expressed concern with the billing statements that you received. You indicated that you disconnected your service; however, it was restarted without your authorization.
Our records reveal that your service was disconnected on January 15, 2015, but it was restarted on January 18, 2015. Although you indicated at that time that you did not wish to have the service restarted, your account was left active. I apologize for this oversight.
Your service was disconnected on April 13, 2015, for non-payment. The account was left with a programming balance of $265.10. You were also charged an early termination fee of $70.00 and a box return fee of $10.00.
On April 22, 2015, you were contacted by Ms. [redacted], from our Executive Escalations Team. She removed the service charges, early termination fee and box return fee from your account and advised you that the equipment had to be returned. The equipment was returned on April 24, 2015. As of this date, your account has a zero balance.
We strive to provide excellent service and regret that your experience was unfavorable.
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: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not understand why it took so long for Dish to correct their error. However, I am satisfied with the zero balance but will never use Dish and advise everyone I know to not use Dish Network.
January 14, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You said that you agreed to a bundled account with Frontier and DISH Network services. However, you maintain that you were not billed the rate you were quoted. You asked that the early termination fee be waived. When we spoke by phone, I explained that a review of the bills we sent Frontier didn’t have any inconsistencies. I said that I am unable to justify Frontier’s charges. However, in the interest of customer service, I agreed to waive the early termination fee and provide you with a refund of $220.00. You agreed to my 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
January 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your complaint, dated January 13, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 18, 19 and 21, 2016, and I left one message, as there was no further options to leave a message. You indicated that you placed your account on DISH Pause, but you are now receiving bills for regular service charges. A review of your account reveals that on September 22, 2015, you called to place the account on DISH Pause and it was scheduled for three months. After this time frame was reached on December 22, 2015, your service was automatically restarted. Notification that DISH Pause expired was also sent to [redacted]@gmail.com on that same date. A review of your September 22, 2015, call reveals that the customer service agent informed you several times that DISH Pause was for three months and your service would be automatically restarted afterward. Please note that DISH Network offers DISH Pause as an option for temporary situations when the service cannot be used--it is not a long-term solution. As an exception, I removed your outstanding balance of $75.32 and placed the account on DISH Pause for nine months. Please contact me if the account is to remain on pause or be disconnected. Once the DISH Pause expires, you will begin to be billed for service. 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
Initial Business Response /* (1000, 5, 2015/08/11) */
July 30, 2015
[redacted]
XXXX XXXth [redacted] A
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with...
the Revdex.com.
You said that you didn't get what you were offered when you placed your order for DISH Network service.
When we spoke by phone, I advised you that I will review your sales call and follow up with you once this has been completed.
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]
December 14, 2015
Ms. [redacted]
[redacted]
[redacted], GA 30575-1320
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 10, 2015, we received your complaint, dated December 8, 2015, filed with the Revdex.com.
You indicated...
that this account was established for your mother who has fallen very ill. You disputed that she was enrolled in a new 24-month commitment when her receiver was upgraded and then she was charged a $130.00 early termination fee when the service was disconnected. You requested a refund for the automatic payment for this fee that was debited from her bank account.
When I spoke with you by telephone today, I explained that the $130.00 payment that was debited on September 9, 2015, is a valid fee because the equipment upgrade required a DISH n' It Up agreement which provides authorization to automatically debit the credit/debit card for the early termination fee.
In the meantime, you disputed the $130.00 payment and your bank retrieved the funds on September 30, 2015. Then on October 8, 2015, the funds were returned to us. However, the early termination fee was reversed on October 26, 2015, and the refund that we requested was disapproved because we received another dispute from your bank on October 29, 2015. The funds were once again retrieved by the bank. We are no longer in possession of the $130.00. Please refer to your bank and request that they research their suspended or holding accounts.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because:They AGAIN sent the check to my old address in NY. They've done this twice now and have had my address in DC since December!! This is pathetic. Even the person from the office of the president at Dish today said it was ridiculous that they again mailed the check to the wrong address. No resolution in site. He is working on it but they again claim they have to wait 30 days to make sure the check isn't cashed. They can and should simply put a "stop check" on it and fedex me a new check (the third at this point) to my proper address.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/03) */
July 30, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 28, 2015, we received your complaint, dated July 27, 2015, filed with the...
Revdex.com.
You said that you had a zero balance on your account but you were sent to collections and a negative mark was applied to your credit file.
I attempted to reach you at (XXX) XXX-XXXX on July 28, 29 and 30, 2015, and I left three voicemails.
Our records indicate that your account was initiated under a 24-month commitment, but was disconnected prior to the end of that commitment. As such, an early termination fee was applied to the account. As the balance on the account remained unpaid, it was sent to collections and reported to your credit file.
When you contacted us concerning your balance, the agent with whom you spoke requested a copy of your contract. However, due to the time that has lapsed since your account was active, our local office was not able to provide it; therefore, the agent waived your balance.
While our records indicate that you received the benefits of the 24-month commitment and that the fee was valid, as a copy of your contract could not be provided and as your early termination fee was waived, I made an exception and requested to have this item removed from your credit file.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)