Initial Business Response /* (1000, 5, 2015/06/09) */
June 5, 2015
Mr. [redacted]
12416 State Rd. 24
Cedar Key, FL 32625
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 2, 2015, we received your correspondence, dated June 1, 2015, filed with the...
Revdex.com.
You maintain that a $49.99 payment was collected without your authorization. You requested a refund for the amount collected to establish the service and you disputed the early termination fee. You also asked that the equipment be removed from your home and you expressed dissatisfaction with the customer service you received.
When we spoke on June 4, 2015, I advised you that your service was established through [redacted]., an independent retailer. The $49.99 processing fee was collected by that company. Because DISH Network did not collect this payment, we are unable honor your refund request.
Your sales call was reviewed and we found that the $49.99 processing fee, the Digital Home Advantage (DHA) terms and the billing were fully disclosed. The call also reveals that you agreed to the payment for the processing fee and the first month of service. Please note that a sales confirmation email was also sent to you at [redacted].com on May 26, 2015, detailing the terms of the promotion and billing.
We encourage you to contact [redacted]. directly at ([redacted] regarding your refund request.
Although you were provided with accurate information and the $49.99 payment was approved, I made an exception and waived your DHA early termination fee. You may cancel your service at any time without penalty.
A return box and label will be delivered to your home by UPS after the disconnection of service. A $10.00 return shipping fee will be billed to your account. We do not offer a service to remove equipment.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
providing that they live up to their end of this, then fine. I'm still dissatisfied by the tactics and methods used by DISH, but will be satisfied by putting this company behind me. $49 unauthorized plus $10 equipment return shipping= $59 to teach me not to do business with DISH
August 26, 2016 Dear Ms. [redacted]: On August 23, 2016, we received your complaint, dated August 19, 2016, filed with the Revdex.com. You expressed concern regarding the fee to have a technician sent to your home. You asked that we release you...
from your contract because your receiver is not working. When we spoke by phone, I advised you that although I’m unwilling to release you from your contract, I will provide you with a free service call. You agreed to my offer and I set up a technician visit for you at no cost. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
August 22, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your correspondence, dated August 13, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company (owner of KZJO) takedown and you disputed the...
early termination fee. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network's proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. I made an exception and waived your DISH’n It Up early termination fee. You may cancel your service at any time without a penalty. 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] Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 23, 2016, filed with the Revdex.com. You said that you were charged an early termination fee and that when you restored your account you were told you would receive a refund. However, you have not received the refund. When we spoke, I told you that we will refund $340.00 to your credit card account within three business days. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
June 29, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015,...
filed with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on June 24, 25 and 26, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the balance of $822.42 on your account. You maintain that you disconnected your service in March 2014. You also said that you returned the equipment and did not receive any notification of the balance prior to the collection calls that you received.
Your service was activated on November 20, 2013, with a 24-month commitment. Although you contacted us on April 15, 2014, to disconnect your service, our records show that you accepted an offer to place your service on DISH Pause. Confirmation of the DISH Pause option was sent via email to you at [redacted]@RURALTEL.NET on the same date.
DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause will extend your term commitment by the number of months that the service is paused. DISH Pause was removed on January 25, 2015, because the allowed time for DISH Pause was exceeded. As a result, your previous service charges were reinstated.
Your service was disconnected on April 15, 2015, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $340.00 was applied to your account. Your account was also left with an unpaid service balance of $189.86.
Please be advised that the leased equipment has serial numbers that will automatically be linked to your account when it is returned. Although you indicated that you returned the leased equipment, our records do not show that it was received. As a result, you were charged $248.00 for unreturned equipment.
DISH Network provided notification of the balance to the address and phone numbers that we have on file. Please note that this information is different from the information listed on your complaint. As the balance was unpaid, it was referred to collections on May 16, 2015.
I made an exception and removed the service balance and unreturned equipment fees. This will leave your account with a balance of $354.17 for the early termination fee (plus tax). We are asking that the balance be paid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Dish network only restored the local channels after I had already canceled my service and after not having the local channels for 2 plus months. I spoke with a rep from the office of the president at Dish Network and got no where or no apology for the situation nor would they offer to waive the early termination fee or even part of it. I was told that they do not negotiate with that fee. I ended up paying the fee but I made it clear to them that I would never do business with Dish Network again. I filed a Revdex.com and an FCC complaint and Dish Network did not even response to them for almost 30 days. In my opinion that shows me that Dish Network does not care about there customers and only there bottom line. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 11, 2015/09/25) */
September 21, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 16, 2015, we received your complaint, dated September 15, 2015,...
filed with the Revdex.com.
You expressed concern regarding the following:
Splitting a receiver
Multi-Sport package
Internet data
Modem
When we spoke, I advised you that I will add a $10.00 monthly credit to your account for 24 months to offset the fee you had to pay for the additional receiver, as we are unable to split the [redacted] receiver's signal.
I said that an error was made when your order was placed and you were provided with the Netflix offer; however, I will ensure that you receive our Multi-Sport package free for 12 months.
I informed you that our internet carries an any-time data limit and an off-peak hours data limit. I agreed to meet your request to provide you with a $20.00 monthly credit for the second year of service.
I informed you that you are unable to use your own modem with our internet service.
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
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
[redacted]
Denver, CO XXXXX
[redacted]
December 30, 2015 Mr. [redacted], IL [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com. My attempts to reach you by phone on December 28, 29 and 30, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding the process you must follow in order to receive a gift card offered to you by [redacted]). Unfortunately, this is not a DISH Network offer and we are unable to address your concerns. Please contact [redacted]) regarding their promotion. 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 1020 Cherokee St. Denver, CO 80204 [redacted]
my problem is they are a bad company and after waiting for the refund and not getting it I called them and had I not called they would have pocketed the money, yes I got it after I called them but that is bad business they got the equipment long ago and then they would not have sent my money if I had not called and if I had not contact the Revdex.com, I truely think they need to get out of business, there service dont work if it rains snows or there is a storm miles away the service goes out when you most need it , dish is worst company I have ever had to deal with , there is no resolution if they do not get out of the business, they are the worst company I have ever had to deal with, [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 would suggest that in future the "Dish Dispute department" work on improving their customer service skills when talking to a customer as they were rude and spoke over us when they called to address our complaint. Their "courtesy " was nice ,however had they just applied the certificate they authenticated when they called back when we submitted it, none of this would have been necessary.
Sincerely,
February 21, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 13, 2018, we received your complaint, dated February 12, 2018, filed with the Revdex.com. You expressed concern that a refund was not automatically submitted by DISH Network when the equipment was received. You stated that you made a payment of $741.89 for the charges because your request for a two-week extension was not honored and your account was going to be reported to the credit bureaus. You were dissatisfied that you had to contact us to request a refund. Your DISH Network service was disconnected on November 29, 2017. At that time your account was left with a programming balance of $117.68. Please note that billing statements showing this balance were sent to you on December 1, 2017, and January 1, 2018. Please be advised that you have 30 days from the date of disconnection to return the equipment before unreturned equipment fees are applied. Boxes for the return of the equipment were shipped to your home on December 6, 2017, to the Colorado address that you provided when you contacted us to disconnect your service. Since the equipment was not returned within the required time frame, unreturned equipment fees totaling $694.00 plus tax were applied to your account on January 3, 2018, bringing your total balance to $811.68. On January 12, 2018, we received a payment of $117.68 for the programming balance. When you contacted us on January 31, 2018, our representatives advised you that DISH Network does not have the option to offer an extension as the fees are automatically applied by our system. Additionally, the fees cannot be removed until the equipment is returned. A payment of $741.89 was received on January 31, 2018, to cover the equipment fees. Our records show that a total credit of $546.00 was applied to your account on February 2 and 7, 2018, when the equipment was returned. However, we do not show that the LNBF (eye piece on the satellite dish) or one of the Joey receivers was returned; therefore, the $49.00 and $99.00 fees for this equipment were not removed. As a courtesy, I reversed the unreturned LNBF fee ($49.00). Please be advised that because the payment of $741.89 was a manual payment, our system did not recognize that a refund was due once the equipment was received. A refund of $576.29 was submitted on February 12, 2018, when you contacted us by phone. The refund was completed on February 14, 2018. When I spoke with you by phone on February 19, 2018, you indicated that you were unable to locate the Joey receiver. I made an exception and removed the fee from your account. I also removed a Pay-Per-View charge of $6.99 and I submitted a refund of $165.59 to your credit card account. Please allow three to five business days for processing. We appreciate your feedback regarding our business policies. 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]
December 16, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####321
Dear Ms. [redacted]:
On December 14, 2015, we received your correspondence, dated December 11, 2015, filed with the Revdex.com.
You...
said you were unaware that your service was active, and you requested a refund.
When we spoke today, I advised you that when you agreed to DISH Pause on January 21, 2015, your account was placed on hold for nine months. When the pause ended on October 20, 2015, the service was automatically restored. Our records show that monthly bills showing the account activity were mailed to your address. I regret any confusion.
I made an exception and reversed the programming fees and submitted a credit card refund of $178.82. Please allow five business days for processing. 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: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 28, 2015, we received your complaint, dated April 26, 2015, filed with the...
Revdex.com.
You expressed concern with the following issues:
Programming rate
Additional programming
Customer service
You maintain that you have contacted us several times and requested to reduce your monthly bill. You indicate that the channel packages are reduced but the monthly cost remains the same.
A review of your account reveals that it was activated on March 30, 2011, with the DISH America package which at that time was priced at $34.99 (currently $49.99).
On April 5, 2011, you upgraded your programming package to the America's Top 120 and then five days later, on April 10, 2011, you upgraded again to a higher packagethe America's Top 200 (formerly $59.99 and currently $74.99). When you upgraded to the America's Top 200, you were provided with a $20.00 monthly credit for 12 months. These credits expired on February 15, 2012, and you began to be billed at the regular rate ($59.99). I have enclosed copies of the 2011 billing statements that reflect these changes.
We have experienced several price increases since you activated your service four years ago. Additionally, when your service was initiated you were enrolled in promotional offers that expired. You received the Protection Plan free for the first six months but it was removed on or before the expiration date of October 29, 2015, and no charges were applied to your account.
There is no record of any channels being added to your account without your consent.
When you activated the service, you received three free months of Showtime. It was removed on June 30, 2011, when the promotion expired, and you were not charged for it.
We have no record of Starz being added to your account or any charges for Starz on your account.
On January 8, 2013, you accepted an offer for Encore at half price (regularly priced at $5.00 per month) for six months. This promotional offer expired on July 8, 2013, and since the programming was not removed, you began to be billed the regular rate of $5.00 per month until it was removed on January 10, 2014. As an exception, I provided you with a credit of $30.00 for the six months that you were charged the $5.00.
We have no record of requests from you to reduce your billing until now. You have not been overbilled and your billing is correct. Per an email you sent to us on April 26, 2015, Ms. Nicole Steffani provided you with a monthly $15.00 credit for 12 months.
Our records reveal that you downgraded your programming package from the America's Top 200 to the America's Top 120 ($59.99) via the Consumer Service Web Application on December 14, 2014. You are also charged a $7.00 monthly DVR fee and a $7.00 monthly fee for the additional receiver. Your monthly service charges are $73.99 before tax. However, the $15.00 credit will reduce that monthly charge for 12 months.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I repeatedly contacted them and asked that my bill be reduced so that I could afford it and that I be reimbursed for the channels that they had been charging me for that we never asked for and we never received which was a Stars & Encore package! I told them I could not afford more than $55 a month and they needed to help me to get to a service in that price range. Which I went online eventually since they never changed my service, I went and chose the very crappy 120 channels that said it would cost me $54.99. Most of the channels are news & shopping channels there are very few actual watchable channels BTW, but that's besides the point. The fact that I am still being charged $90 a month and no one seems to explain why and the fact that I am being charged for both receivers ($14 extra a mo) when the guy who installed them said the 1st 1 is free and any additional receiver is $7, and why I have not gotten the reimbursement for all of the months we were being charged for the unauthorized channels all needs to be taken care of before I remove a claim. And your customer service really needs upgrading and to learn about customer service and some respect for your customers.
Final Consumer Response /* (4200, 16, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They can't explain the added Showtime & Stars & Encore charges seen on the bills that I NEVER authorized! I asked them to send me written proof of authorization from me, for these added charges and I have only received the same response from them, that there is no unauthorized charges! BS!!! I never ordered these channels so tgey need to reimburse me for all of those charges that go back as far as 2011! Also when I was told by the installer there would only be a $7.00 fee for the 1 receiver but am being charged for 2 that is wrong! I don't care what kind of excuse you use! Its criminal activity when you state how much something is going to be then turn around and double the charge! This activity will not be tolerated by your company or any other company! Its illegal, and something needs to be done about it! I am sick of you saying that your charges are justified yet you can't seem to offer any logical explanation as to why these extra channel packages & fees are charged to me every single month!! I want all of the $ back, and I demand that you stop adding charges on to my bill!!
Final Business Response /* (4000, 18, 2015/06/01) */
May 29, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 28, 2015, we received your recent correspondence, dated May 27, 2015, filed with the Revdex.com.
You continue to maintain that programming and charges have been applied to your account without your authorization, specifically Showtime, Starz and Encore. You also continue to maintain that you are being charged for two receivers instead of one additional receiver.
This issue has been addressed and explained several times. I have provided you with explanations of your billing and your billing statement showing the three-month promotion for Showtime. Please refer to my previous correspondence and your billing statements for clarification.
As previously advised, we have no record of Starz being added to your subscription or of any charges for Starz on your account.
Although our records reveal that you accepted the offer for Encore at half price for six months, we credited your account for all the charges for Encore as an exception. A total credit of $45.00 was applied.
You were also previously advised that you are only being charged for one additional receiver ($7.00). The DVR service fee is also $7.00. If you are disputing the DVR service fee, you may downgrade your receiver to a non-DVR receiver to remove this fee.
Your current monthly service charges are a total of $73.99 before tax. However, we have provided you with a $15.00 monthly credit for 12 months, which will reduce your monthly bill by $15.00. Your balance is currently $99.59. As previously advised, once the balance is brought current, your billing statements will reflect the regular monthly charges.
Your billing is correct and you have not been overcharged. You may provide us documentation that reveal thecharges you are claiming for additional investigation.
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]
[redacted]-[redacted] Dear Ms. Summers: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You indicated that DISH Network offered a free Xbox system if a person referred three friends by December 31, 2015. You requested an Xbox because you referred three people for service. Our records reveal that you referred yourself and two other customers. However, the customer that established account [redacted] with referral certificate #[redacted] on December 19, 2016, canceled the sale and the system was never installed; therefore, you do not meet the qualifications for the Xbox offer. 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] Tell us why here...
Dear [redacted]: On June 22, 2016, we received your correspondence, dated June 21, 2016, filed with the Revdex.com. You maintain you did not authorize the credit card payment to be collected, and you said this transaction caused overdraft fees. You also disputed the signatures on the agreements. I attempted to reach you at ###-###-#### on June 22, 23 and 24, 2016. I left two voice messages and one message with a woman who answered at this number. As explained, you are listed as the authorized user. The credit cards ending in [redacted] and [redacted] were provided for the Digital Home Advantage (DHA) and DISH’n It Up (DIU) promotions, respectively, with separate 24-month commitments. When you signed the DHA and DIU agreements, you authorized DISH Network to access the qualifying credit card accounts to collect payment for any early termination, unreturned equipment and/or box return fees. Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. We are unable to refund the payment for the early termination fee, or provide compensation for bank fees. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
May 17, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On May 8, 2017, we received your complaint, dated May 5, 2017, filed with the Revdex.com. You maintain that you paid all debt owed to DISH Network, yet you continue to receive collection notices for your account. You asked that the balance be cleared and any related information be removed from your credit file. When we spoke today, I advised you that, while you did pay DISH Network $254.40 for an unbundled account balance, it did not satisfy your debt to DISH Network; namely, the prorated charges for services on the previously bundled account, an early termination fee for internet service and an unreturned modem fee. In an effort to better serve our customers, DISH Network merged all previously bundled and unbundled accounts into one billing system. As a result, your previously unpaid balance for bundled service was transferred to the unbundled account that has the early termination fee. In the interest of reaching a resolution, I waived the $70.00 early termination fee, $79.00 unreturned modem fee and a $49.00 unreturned equipment fee that you previously paid, leaving a balance of $240.34 for services provided up to the time of cancellation. We request that this balance be paid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/09/09) */
September 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your correspondence, dated August 31,...
2015, filed with the Revdex.com.
You stated that you contacted Planet Dish, an independent retail service provider, primarily seeking internet service. You were offered a package price that included internet and DISH Network TV service. The TV service was installed but the internet was not. You were later informed that internet was not available. You would like to disconnect the TV service without penalty.
When we spoke today, I advised you that Planet Dish stated that CenturyLink internet was available in your area. You indicated that CenturyLink was your current provider and you explained that you did not wish to retain their service. As a courtesy, I waived your TV early termination fee. You accepted this resolution and you agreed to contact me when you were ready to disconnect the service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I would not have incurred the cost to reinstall my cable if I would have been told that they do not carry the two channels that were my favorites. I do not understand why I have to pay a charge for someone lying to me. This does not seem right, and I will not be satisfied until they pay the amount that I have incurred to my cable company. As of this date, I do not know what that amount is because the charge will be on my February bill.[redacted], with Retention, told me that when I receive my bill from my cable comany I should send her a copy of the bill and they will cover the cost. I really have no idea of whom I should believe. [redacted]
Initial Business Response /* (1000, 7, 2015/10/02) */
September 28, 2015
Ms. [redacted]
[redacted]
Saint Rose, LA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your correspondence, dated September 22,...
2015, filed with the Revdex.com.
You said that the technician took the equipment from your home during the installation and you expressed concern as emails were sent requesting the equipment return. You provided feedback regarding your dissatisfaction with your technician visits and the customer service you received. You requested that the early termination fee be waived.
Please note that when equipment is deactivated from an account, the system will automatically generate an equipment return notification to the customer. I regret any confusion.
Our records reveal that Ms. [redacted] a DISH Network Dispute Resolution Specialist, removed the equipment from your account on September 24, 2015. You were not billed for unreturned equipment.
We are unable to honor your request to waive the early termination fee. However, because we appreciate your business, I added the HBO channels to your account free for three months.
We regret any inconvenience you may have experienced. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our representatives.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am hesitant to accept the explanation I received from DISH. The emails that were sent back and forth were more than just confusion, they were flat out harassment (emails from DISH Rep, [redacted] N. [redacted] attached). [redacted] would not accept my responses and the harassment ensued.
Moreover, I was not informed by Ms. [redacted] a DISH Network Dispute Resolution Specialist, that she removed the equipment from my account on September 24, 2015. The final email I received was on September 25, 2015 (see attached JPG 13) from [redacted]. The email was confusing just like everything else.
I mentioned in my Case Description that DISH failed to inform me that the technician(s) coming to my home were not DISH employees, but rather contractors. And as a result of the poor communication between the technicians and DISH, I became the target of harassment.
Adding insult to injury, the unprofessional installation I received to my home (i.e. unnecessary hole put into the side of my house, the exposed wires on the roof, etc) was the icing on the cake.
I am very uneasy with the thought of going forward as a DISH customer. This has taken too much of my time and has added undue stress.
I do not desire to have 3 months of free HBO. I do not want to further my customer relationship with DISH. I ask that DISH waive all early termination fees and let me go as a customer.
Thank you,
[redacted]
Final Business Response /* (4000, 11, 2015/10/20) */
October 19, 2015
Ms. [redacted]
[redacted]
Saint Rose, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 13, 2015, we received your rebuttal, dated October 12, 2015, filed with the Revdex.com.
You said the email correspondences you received are confusing. Please note that there were no email responses attached with your correspondence for review. You expressed dissatisfaction with the installation and you maintain an unnecessary hole was drilled and wires are exposed. You requested to be released from your term commitment.
Please note that our system automatically generates email notices to our customers advising them of unreturned equipment in order to prevent fees from applying.
Your concerns regarding your installation were reported to the DISH Network Corporate Field Resolutions Team for further investigation. A member of this team will contact you to discuss this matter further.
Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customer. In your case you received free equipment, a free installation and free activation, with free and discounted programming.
In the interest of customer service, I will make an exception and reduce the early termination fee to $180.00. Please contact me directly to accept this offer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear [redacted]: On June 17, 2016, we received your complaint, dated June 15, 2016, filed with the Revdex.com. You said that you have been trying to get the damage done to your home fixed, but with no success. You asked that we repair the damage. When we spoke,...
you confirmed that you have spoken with your claim manager, [redacted], (###-###-####, ext. [redacted]) regarding your claim. I told you to contact me if you need any assistance. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/09) */
June 5, 2015
Mr. [redacted]
12416 State Rd. 24
Cedar Key, FL 32625
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 2, 2015, we received your correspondence, dated June 1, 2015, filed with the...
Revdex.com.
You maintain that a $49.99 payment was collected without your authorization. You requested a refund for the amount collected to establish the service and you disputed the early termination fee. You also asked that the equipment be removed from your home and you expressed dissatisfaction with the customer service you received.
When we spoke on June 4, 2015, I advised you that your service was established through [redacted]., an independent retailer. The $49.99 processing fee was collected by that company. Because DISH Network did not collect this payment, we are unable honor your refund request.
Your sales call was reviewed and we found that the $49.99 processing fee, the Digital Home Advantage (DHA) terms and the billing were fully disclosed. The call also reveals that you agreed to the payment for the processing fee and the first month of service. Please note that a sales confirmation email was also sent to you at [redacted].com on May 26, 2015, detailing the terms of the promotion and billing.
We encourage you to contact [redacted]. directly at ([redacted] regarding your refund request.
Although you were provided with accurate information and the $49.99 payment was approved, I made an exception and waived your DHA early termination fee. You may cancel your service at any time without penalty.
A return box and label will be delivered to your home by UPS after the disconnection of service. A $10.00 return shipping fee will be billed to your account. We do not offer a service to remove equipment.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
providing that they live up to their end of this, then fine. I'm still dissatisfied by the tactics and methods used by DISH, but will be satisfied by putting this company behind me. $49 unauthorized plus $10 equipment return shipping= $59 to teach me not to do business with DISH
August 26, 2016 Dear Ms. [redacted]: On August 23, 2016, we received your complaint, dated August 19, 2016, filed with the Revdex.com. You expressed concern regarding the fee to have a technician sent to your home. You asked that we release you...
from your contract because your receiver is not working. When we spoke by phone, I advised you that although I’m unwilling to release you from your contract, I will provide you with a free service call. You agreed to my offer and I set up a technician visit for you at no cost. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
August 22, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your correspondence, dated August 13, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company (owner of KZJO) takedown and you disputed the...
early termination fee. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network's proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. I made an exception and waived your DISH’n It Up early termination fee. You may cancel your service at any time without a penalty. 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
April 26, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 23, 2016, filed with the Revdex.com. You said that you were charged an early termination fee and that when you restored your account you were told you would receive a refund. However, you have not received the refund. When we spoke, I told you that we will refund $340.00 to your credit card account within three business days. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
June 29, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015,...
filed with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on June 24, 25 and 26, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the balance of $822.42 on your account. You maintain that you disconnected your service in March 2014. You also said that you returned the equipment and did not receive any notification of the balance prior to the collection calls that you received.
Your service was activated on November 20, 2013, with a 24-month commitment. Although you contacted us on April 15, 2014, to disconnect your service, our records show that you accepted an offer to place your service on DISH Pause. Confirmation of the DISH Pause option was sent via email to you at [redacted]@RURALTEL.NET on the same date.
DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause will extend your term commitment by the number of months that the service is paused. DISH Pause was removed on January 25, 2015, because the allowed time for DISH Pause was exceeded. As a result, your previous service charges were reinstated.
Your service was disconnected on April 15, 2015, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $340.00 was applied to your account. Your account was also left with an unpaid service balance of $189.86.
Please be advised that the leased equipment has serial numbers that will automatically be linked to your account when it is returned. Although you indicated that you returned the leased equipment, our records do not show that it was received. As a result, you were charged $248.00 for unreturned equipment.
DISH Network provided notification of the balance to the address and phone numbers that we have on file. Please note that this information is different from the information listed on your complaint. As the balance was unpaid, it was referred to collections on May 16, 2015.
I made an exception and removed the service balance and unreturned equipment fees. This will leave your account with a balance of $354.17 for the early termination fee (plus tax). We are asking that the balance be paid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Dish network only restored the local channels after I had already canceled my service and after not having the local channels for 2 plus months. I spoke with a rep from the office of the president at Dish Network and got no where or no apology for the situation nor would they offer to waive the early termination fee or even part of it. I was told that they do not negotiate with that fee. I ended up paying the fee but I made it clear to them that I would never do business with Dish Network again. I filed a Revdex.com and an FCC complaint and Dish Network did not even response to them for almost 30 days. In my opinion that shows me that Dish Network does not care about there customers and only there bottom line. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 11, 2015/09/25) */
September 21, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 16, 2015, we received your complaint, dated September 15, 2015,...
filed with the Revdex.com.
You expressed concern regarding the following:
Splitting a receiver
Multi-Sport package
Internet data
Modem
When we spoke, I advised you that I will add a $10.00 monthly credit to your account for 24 months to offset the fee you had to pay for the additional receiver, as we are unable to split the [redacted] receiver's signal.
I said that an error was made when your order was placed and you were provided with the Netflix offer; however, I will ensure that you receive our Multi-Sport package free for 12 months.
I informed you that our internet carries an any-time data limit and an off-peak hours data limit. I agreed to meet your request to provide you with a $20.00 monthly credit for the second year of service.
I informed you that you are unable to use your own modem with our internet service.
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
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
[redacted]
Denver, CO XXXXX
[redacted]
December 30, 2015 Mr. [redacted], IL [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com. My attempts to reach you by phone on December 28, 29 and 30, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding the process you must follow in order to receive a gift card offered to you by [redacted]). Unfortunately, this is not a DISH Network offer and we are unable to address your concerns. Please contact [redacted]) regarding their promotion. 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 1020 Cherokee St. Denver, CO 80204 [redacted]
my problem is they are a bad company and after waiting for the refund and not getting it I called them and had I not called they would have pocketed the money, yes I got it after I called them but that is bad business they got the equipment long ago and then they would not have sent my money if I had not called and if I had not contact the Revdex.com, I truely think they need to get out of business, there service dont work if it rains snows or there is a storm miles away the service goes out when you most need it , dish is worst company I have ever had to deal with , there is no resolution if they do not get out of the business, they are the worst company I have ever had to deal with, [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 would suggest that in future the "Dish Dispute department" work on improving their customer service skills when talking to a customer as they were rude and spoke over us when they called to address our complaint. Their "courtesy " was nice ,however had they just applied the certificate they authenticated when they called back when we submitted it, none of this would have been necessary.
Sincerely,
February 21, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 13, 2018, we received your complaint, dated February 12, 2018, filed with the Revdex.com. You expressed concern that a refund was not automatically submitted by DISH Network when the equipment was received. You stated that you made a payment of $741.89 for the charges because your request for a two-week extension was not honored and your account was going to be reported to the credit bureaus. You were dissatisfied that you had to contact us to request a refund. Your DISH Network service was disconnected on November 29, 2017. At that time your account was left with a programming balance of $117.68. Please note that billing statements showing this balance were sent to you on December 1, 2017, and January 1, 2018. Please be advised that you have 30 days from the date of disconnection to return the equipment before unreturned equipment fees are applied. Boxes for the return of the equipment were shipped to your home on December 6, 2017, to the Colorado address that you provided when you contacted us to disconnect your service. Since the equipment was not returned within the required time frame, unreturned equipment fees totaling $694.00 plus tax were applied to your account on January 3, 2018, bringing your total balance to $811.68. On January 12, 2018, we received a payment of $117.68 for the programming balance. When you contacted us on January 31, 2018, our representatives advised you that DISH Network does not have the option to offer an extension as the fees are automatically applied by our system. Additionally, the fees cannot be removed until the equipment is returned. A payment of $741.89 was received on January 31, 2018, to cover the equipment fees. Our records show that a total credit of $546.00 was applied to your account on February 2 and 7, 2018, when the equipment was returned. However, we do not show that the LNBF (eye piece on the satellite dish) or one of the Joey receivers was returned; therefore, the $49.00 and $99.00 fees for this equipment were not removed. As a courtesy, I reversed the unreturned LNBF fee ($49.00). Please be advised that because the payment of $741.89 was a manual payment, our system did not recognize that a refund was due once the equipment was received. A refund of $576.29 was submitted on February 12, 2018, when you contacted us by phone. The refund was completed on February 14, 2018. When I spoke with you by phone on February 19, 2018, you indicated that you were unable to locate the Joey receiver. I made an exception and removed the fee from your account. I also removed a Pay-Per-View charge of $6.99 and I submitted a refund of $165.59 to your credit card account. Please allow three to five business days for processing. We appreciate your feedback regarding our business policies. 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]
December 16, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####321
Dear Ms. [redacted]:
On December 14, 2015, we received your correspondence, dated December 11, 2015, filed with the Revdex.com.
You...
said you were unaware that your service was active, and you requested a refund.
When we spoke today, I advised you that when you agreed to DISH Pause on January 21, 2015, your account was placed on hold for nine months. When the pause ended on October 20, 2015, the service was automatically restored. Our records show that monthly bills showing the account activity were mailed to your address. I regret any confusion.
I made an exception and reversed the programming fees and submitted a credit card refund of $178.82. Please allow five business days for processing. 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: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 28, 2015, we received your complaint, dated April 26, 2015, filed with the...
Revdex.com.
You expressed concern with the following issues:
Programming rate
Additional programming
Customer service
You maintain that you have contacted us several times and requested to reduce your monthly bill. You indicate that the channel packages are reduced but the monthly cost remains the same.
A review of your account reveals that it was activated on March 30, 2011, with the DISH America package which at that time was priced at $34.99 (currently $49.99).
On April 5, 2011, you upgraded your programming package to the America's Top 120 and then five days later, on April 10, 2011, you upgraded again to a higher packagethe America's Top 200 (formerly $59.99 and currently $74.99). When you upgraded to the America's Top 200, you were provided with a $20.00 monthly credit for 12 months. These credits expired on February 15, 2012, and you began to be billed at the regular rate ($59.99). I have enclosed copies of the 2011 billing statements that reflect these changes.
We have experienced several price increases since you activated your service four years ago. Additionally, when your service was initiated you were enrolled in promotional offers that expired. You received the Protection Plan free for the first six months but it was removed on or before the expiration date of October 29, 2015, and no charges were applied to your account.
There is no record of any channels being added to your account without your consent.
When you activated the service, you received three free months of Showtime. It was removed on June 30, 2011, when the promotion expired, and you were not charged for it.
We have no record of Starz being added to your account or any charges for Starz on your account.
On January 8, 2013, you accepted an offer for Encore at half price (regularly priced at $5.00 per month) for six months. This promotional offer expired on July 8, 2013, and since the programming was not removed, you began to be billed the regular rate of $5.00 per month until it was removed on January 10, 2014. As an exception, I provided you with a credit of $30.00 for the six months that you were charged the $5.00.
We have no record of requests from you to reduce your billing until now. You have not been overbilled and your billing is correct. Per an email you sent to us on April 26, 2015, Ms. Nicole Steffani provided you with a monthly $15.00 credit for 12 months.
Our records reveal that you downgraded your programming package from the America's Top 200 to the America's Top 120 ($59.99) via the Consumer Service Web Application on December 14, 2014. You are also charged a $7.00 monthly DVR fee and a $7.00 monthly fee for the additional receiver. Your monthly service charges are $73.99 before tax. However, the $15.00 credit will reduce that monthly charge for 12 months.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I repeatedly contacted them and asked that my bill be reduced so that I could afford it and that I be reimbursed for the channels that they had been charging me for that we never asked for and we never received which was a Stars & Encore package! I told them I could not afford more than $55 a month and they needed to help me to get to a service in that price range. Which I went online eventually since they never changed my service, I went and chose the very crappy 120 channels that said it would cost me $54.99. Most of the channels are news & shopping channels there are very few actual watchable channels BTW, but that's besides the point. The fact that I am still being charged $90 a month and no one seems to explain why and the fact that I am being charged for both receivers ($14 extra a mo) when the guy who installed them said the 1st 1 is free and any additional receiver is $7, and why I have not gotten the reimbursement for all of the months we were being charged for the unauthorized channels all needs to be taken care of before I remove a claim. And your customer service really needs upgrading and to learn about customer service and some respect for your customers.
Final Consumer Response /* (4200, 16, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They can't explain the added Showtime & Stars & Encore charges seen on the bills that I NEVER authorized! I asked them to send me written proof of authorization from me, for these added charges and I have only received the same response from them, that there is no unauthorized charges! BS!!! I never ordered these channels so tgey need to reimburse me for all of those charges that go back as far as 2011! Also when I was told by the installer there would only be a $7.00 fee for the 1 receiver but am being charged for 2 that is wrong! I don't care what kind of excuse you use! Its criminal activity when you state how much something is going to be then turn around and double the charge! This activity will not be tolerated by your company or any other company! Its illegal, and something needs to be done about it! I am sick of you saying that your charges are justified yet you can't seem to offer any logical explanation as to why these extra channel packages & fees are charged to me every single month!! I want all of the $ back, and I demand that you stop adding charges on to my bill!!
Final Business Response /* (4000, 18, 2015/06/01) */
May 29, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 28, 2015, we received your recent correspondence, dated May 27, 2015, filed with the Revdex.com.
You continue to maintain that programming and charges have been applied to your account without your authorization, specifically Showtime, Starz and Encore. You also continue to maintain that you are being charged for two receivers instead of one additional receiver.
This issue has been addressed and explained several times. I have provided you with explanations of your billing and your billing statement showing the three-month promotion for Showtime. Please refer to my previous correspondence and your billing statements for clarification.
As previously advised, we have no record of Starz being added to your subscription or of any charges for Starz on your account.
Although our records reveal that you accepted the offer for Encore at half price for six months, we credited your account for all the charges for Encore as an exception. A total credit of $45.00 was applied.
You were also previously advised that you are only being charged for one additional receiver ($7.00). The DVR service fee is also $7.00. If you are disputing the DVR service fee, you may downgrade your receiver to a non-DVR receiver to remove this fee.
Your current monthly service charges are a total of $73.99 before tax. However, we have provided you with a $15.00 monthly credit for 12 months, which will reduce your monthly bill by $15.00. Your balance is currently $99.59. As previously advised, once the balance is brought current, your billing statements will reflect the regular monthly charges.
Your billing is correct and you have not been overcharged. You may provide us documentation that reveal thecharges you are claiming for additional investigation.
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]
March 2, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. Summers: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You indicated that DISH Network offered a free Xbox system if a person referred three friends by December 31, 2015. You requested an Xbox because you referred three people for service. Our records reveal that you referred yourself and two other customers. However, the customer that established account [redacted] with referral certificate #[redacted] on December 19, 2016, canceled the sale and the system was never installed; therefore, you do not meet the qualifications for the Xbox offer. 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] Tell us why here...
Dear [redacted]: On June 22, 2016, we received your correspondence, dated June 21, 2016, filed with the Revdex.com. You maintain you did not authorize the credit card payment to be collected, and you said this transaction caused overdraft fees. You also disputed the signatures on the agreements. I attempted to reach you at ###-###-#### on June 22, 23 and 24, 2016. I left two voice messages and one message with a woman who answered at this number. As explained, you are listed as the authorized user. The credit cards ending in [redacted] and [redacted] were provided for the Digital Home Advantage (DHA) and DISH’n It Up (DIU) promotions, respectively, with separate 24-month commitments. When you signed the DHA and DIU agreements, you authorized DISH Network to access the qualifying credit card accounts to collect payment for any early termination, unreturned equipment and/or box return fees. Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. We are unable to refund the payment for the early termination fee, or provide compensation for bank fees. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
May 17, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On May 8, 2017, we received your complaint, dated May 5, 2017, filed with the Revdex.com. You maintain that you paid all debt owed to DISH Network, yet you continue to receive collection notices for your account. You asked that the balance be cleared and any related information be removed from your credit file. When we spoke today, I advised you that, while you did pay DISH Network $254.40 for an unbundled account balance, it did not satisfy your debt to DISH Network; namely, the prorated charges for services on the previously bundled account, an early termination fee for internet service and an unreturned modem fee. In an effort to better serve our customers, DISH Network merged all previously bundled and unbundled accounts into one billing system. As a result, your previously unpaid balance for bundled service was transferred to the unbundled account that has the early termination fee. In the interest of reaching a resolution, I waived the $70.00 early termination fee, $79.00 unreturned modem fee and a $49.00 unreturned equipment fee that you previously paid, leaving a balance of $240.34 for services provided up to the time of cancellation. We request that this balance be paid. 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]
Initial Business Response /* (1000, 5, 2015/09/09) */
September 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your correspondence, dated August 31,...
2015, filed with the Revdex.com.
You stated that you contacted Planet Dish, an independent retail service provider, primarily seeking internet service. You were offered a package price that included internet and DISH Network TV service. The TV service was installed but the internet was not. You were later informed that internet was not available. You would like to disconnect the TV service without penalty.
When we spoke today, I advised you that Planet Dish stated that CenturyLink internet was available in your area. You indicated that CenturyLink was your current provider and you explained that you did not wish to retain their service. As a courtesy, I waived your TV early termination fee. You accepted this resolution and you agreed to contact me when you were ready to disconnect the service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I would not have incurred the cost to reinstall my cable if I would have been told that they do not carry the two channels that were my favorites. I do not understand why I have to pay a charge for someone lying to me. This does not seem right, and I will not be satisfied until they pay the amount that I have incurred to my cable company. As of this date, I do not know what that amount is because the charge will be on my February bill.[redacted], with Retention, told me that when I receive my bill from my cable comany I should send her a copy of the bill and they will cover the cost. I really have no idea of whom I should believe. [redacted]
Initial Business Response /* (1000, 7, 2015/10/02) */
September 28, 2015
Ms. [redacted]
[redacted]
Saint Rose, LA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your correspondence, dated September 22,...
2015, filed with the Revdex.com.
You said that the technician took the equipment from your home during the installation and you expressed concern as emails were sent requesting the equipment return. You provided feedback regarding your dissatisfaction with your technician visits and the customer service you received. You requested that the early termination fee be waived.
Please note that when equipment is deactivated from an account, the system will automatically generate an equipment return notification to the customer. I regret any confusion.
Our records reveal that Ms. [redacted] a DISH Network Dispute Resolution Specialist, removed the equipment from your account on September 24, 2015. You were not billed for unreturned equipment.
We are unable to honor your request to waive the early termination fee. However, because we appreciate your business, I added the HBO channels to your account free for three months.
We regret any inconvenience you may have experienced. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our representatives.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am hesitant to accept the explanation I received from DISH. The emails that were sent back and forth were more than just confusion, they were flat out harassment (emails from DISH Rep, [redacted] N. [redacted] attached). [redacted] would not accept my responses and the harassment ensued.
Moreover, I was not informed by Ms. [redacted] a DISH Network Dispute Resolution Specialist, that she removed the equipment from my account on September 24, 2015. The final email I received was on September 25, 2015 (see attached JPG 13) from [redacted]. The email was confusing just like everything else.
I mentioned in my Case Description that DISH failed to inform me that the technician(s) coming to my home were not DISH employees, but rather contractors. And as a result of the poor communication between the technicians and DISH, I became the target of harassment.
Adding insult to injury, the unprofessional installation I received to my home (i.e. unnecessary hole put into the side of my house, the exposed wires on the roof, etc) was the icing on the cake.
I am very uneasy with the thought of going forward as a DISH customer. This has taken too much of my time and has added undue stress.
I do not desire to have 3 months of free HBO. I do not want to further my customer relationship with DISH. I ask that DISH waive all early termination fees and let me go as a customer.
Thank you,
[redacted]
Final Business Response /* (4000, 11, 2015/10/20) */
October 19, 2015
Ms. [redacted]
[redacted]
Saint Rose, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 13, 2015, we received your rebuttal, dated October 12, 2015, filed with the Revdex.com.
You said the email correspondences you received are confusing. Please note that there were no email responses attached with your correspondence for review. You expressed dissatisfaction with the installation and you maintain an unnecessary hole was drilled and wires are exposed. You requested to be released from your term commitment.
Please note that our system automatically generates email notices to our customers advising them of unreturned equipment in order to prevent fees from applying.
Your concerns regarding your installation were reported to the DISH Network Corporate Field Resolutions Team for further investigation. A member of this team will contact you to discuss this matter further.
Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customer. In your case you received free equipment, a free installation and free activation, with free and discounted programming.
In the interest of customer service, I will make an exception and reduce the early termination fee to $180.00. Please contact me directly to accept this offer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear [redacted]: On June 17, 2016, we received your complaint, dated June 15, 2016, filed with the Revdex.com. You said that you have been trying to get the damage done to your home fixed, but with no success. You asked that we repair the damage. When we spoke,...
you confirmed that you have spoken with your claim manager, [redacted], (###-###-####, ext. [redacted]) regarding your claim. I told you to contact me if you need any assistance. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####