[redacted] Dear Ms. [redacted]: On July 18, 2016, we received your correspondence, dated July 12, 2016, filed with the Revdex.com. You said you canceled your order for TV service and you requested a refund of $49.95. When we spoke today, I informed you that you established your account through Infinity Sales Group LLC, an independent retailer. I requested that they submit a refund for the processing fee. Once the refund is submitted by the retailer, please allow 10 business days for processing. 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
December 26, 2016 Mr. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.com. You stated that when you contacted DISH Network to obtain service, you were assured that once your service was installed, you would be able to change your current zip code to a different one which would allow you to access the [redacted] football games. After the service was installed, you were informed that this could not be done. You also indicated that you did not sign a contract. You requested that your account be disconnected without an early termination fee. When we spoke today, I confirmed that your account was disconnected on December 24, 2016, and your early termination fee was waived. I apologized for your experience and you accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 23, 2016, filed with the Revdex.com. You expressed concern with the balance of $33.46 that was reported to collections by DISH Network. You maintain that you canceled your service in 2011 and you paid...
the balance in full at the time. Our records show that your account was left with an unpaid balance of $33.46 when it was canceled. In an effort to better serve our customers, DISH Network merged all previously bundled and unbundled accounts into one billing system. As a result, the previously unpaid balance for bundled service was transferred to the current unbundled account. When I spoke with you by phone on April 29, 2016, I advised you that I removed the balance, leaving your account at zero. Your account will be updated with the collection agency within 72 hours. We apologize for any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
September 19, 2016 Dear Mrs. [redacted]: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You expressed concern that a balance from your second account from 2013 was referred to collections. I was...
unable to locate your second account with the information you provided. In order to research your claim, I will need more specific account information. Please provide me with the phone number listed on your second account and the account number so that I am able to research your claim. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
April 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 29, 2016, we received your complaint, dated March 25, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you experienced technical issues which led you to disconnect the service. When we spoke, I advised you that I made an exception and waived the $420.00 early termination fee due to the technical issues to which you referred. I also requested to have this item removed from your credit report. Please allow six to eight weeks for the credit bureaus to update their records. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
December 29, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 21, 2015, we received your correspondence, dated December 18, 2015, filed with the Revdex.com.
You...
expressed concern with Credit Card AutoPay (CCA) and you requested compensation.
I attempted to reach you at ###-###-#### on December 23, 2015, but there was no option to leave a message. This is the only contact phone number listed on your account. On this same date, I also sent an email to [redacted].[redacted]@live.com.
Our records reveal that CCA attempted to collect a payment but it was declined on December 5, 2015. We sent email notifications advising you of the failed payment and the status of your account. On December 12, 2015, the CCA information was updated with a credit card account ending in [redacted]. However, a manual payment of $265.82 was made on your DISH Network account on December 18, 2015.
Because there is no funds due, the system will not generate a CCA payment until January 21, 2015 (the payment due date).
As a courtesy, I added Showtime, Cinemax, the DISH Movie Pack and Epix to your account for three months for free.
I regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
November 14, 2016 Dear Ms. [redacted]: On November 11, 2016, we received your complaint, dated November 10, 2016, filed with the Revdex.com. You expressed further concern with your DISH Network monthly charges. You again maintain that you were told your monthly rate would not exceed $63.00. As previously advised, the $30.00 monthly credit that was being applied to your account expired. On September 6, 2016, our representative agreed to provide you with a monthly $25.00 credit for three months. While the first $25.00 monthly credit was reflected on your September 6, 2016, billing statement of $38.00, the second $25.00 credit was not on your October 6, 2016, billing statement of $93.00. However, this was corrected when the $25.00 credit was applied to your account on October 19, 2016. You were also given credits totaling $60.00 for your billing concerns. These credits reduced your regular monthly bill of $68.00 to $13.00 for your November 6, 2016, billing statement. A review of the customer service calls from September 6, 2016, and October 11, 17 and 18, 2016, did not find that a monthly rate of $63.00 was promised. They advised you that your monthly rate was $68.00 and the monthly credit of $25.00 was promised on September 6, 2016, for three months. We are unable to provide you with additional monthly credits. Once the $25.00 monthly credit ends, you will be billed at the regular monthly rate of $93.00. The monthly charges on your account are correct for the services that you subscribe to. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
August 5, 2016 Dear Ms. [redacted]: On August 2, 2016, we received your complaint, dated July 28, 2016, filed with the Revdex.com. You informed us that your mother, Ms. [redacted], was required to move into an assisted-living facility and she can no...
longer have the satellite dish. You requested that she be released from the 24-month agreement. When I spoke with you by telephone today, I informed you that I waived the commitment and disconnected the service. Please return the equipment and keep the return tracking numbers for your records. 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
Dear Ms. [redacted]: On January 18, 2018, we received your correspondence, dated January 17, 2018, filed with the Revdex.com. You expressed concern with the sale of your service in 2014. You indicated that you canceled the order and maintain that a refund of $31.92 has been owed to you since March 4, 2014. You also said you received a letter from the National Consumer Telecom & Utilities Exchange (NCTUE) and a notice from [redacted] regarding your credit file. You requested your information be updated with NCTUE and the credit bureaus and that you receive the refund. You also provided feedback regarding your customer service experience. When we spoke on January 23, 2018, I informed you that I was unable to locate a DISH Network account with the information you provided. You provided me with your Social Security Number and I was also unable to locate a qualification inquiry. You agreed to send me documentation supporting your concerns. I sent an email to you at [redacted] with my contact information. Please scan and email your supporting documentation to christina.a[redacted]@dish.com. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On March 8, 2016, we received your correspondence, dated March 7, 2016, filed with the Revdex.com. You expressed concern with the following: Digital Home Advantage (DHA) promotion Signed agreement Early termination fee Rescheduled technician visit Technician visit cost Refurbished equipment Billing I attempted to reach you at [redacted] on March 9, 11 and 14, 2016. I left three voice messages. Our records reveal that you established your service under the DHA promotion with a 24-month commitment on November 10, 2015. On this same date, we sent a sales confirmation email to [redacted]@hotmail.com. This email details the DHA terms and billing along with providing you a link to review the document. During the installation of service the technician presents the customer with an electronic pad to sign containing the DHA agreement. A copy of your signed DHA agreement was also emailed to [redacted]@hotmail.com on November 18, 2015 (the installation date). If the service is canceled prior to the promotional fulfillment date, an early termination fee will apply. I enclosed a second copy of your signed DHA agreement for your records. Your technician visit was completed on February 4, 2016. We have no record that you reported technical issues after this date. Please note that we use remanufactured, fully-tested equipment in DHA customer installations. This equipment is leased, and as a result will be serviced and/or replaced in the unlikely event that technical difficulties arise. I reversed the $10.00 technician visit fee from your account. DISH Network bills for service in advance; therefore, your bill reflected the premium channel cost for the fourth month of service. You received the HBO, Showtime, Starz and Cinemax channels free for three months starting on November 18, 2015. The premiums were removed on February 18, 2016, and a prorated credit of $67.72 was applied to your account. This credit along with the credit of $10.00 for the technician visit will be transferred to your bundled TDS bill on March 17, 2016. I regret any confusion. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
November 17, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On November 15, 2016, we received your complaint, dated November 11, 2016, filed with the Revdex.com. You said that you agreed to a bundled account with DISH Network and Frontier services; however, it was not bundled and you received a bill directly from us. You requested that your account be bundled. When we spoke by phone, I confirmed that your Frontier and DISH Network services have been bundled into one account. I also agreed to apply a $20.00 credit to offset the payment you sent us directly. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Just to be clear, the dispute wasn't about being charged for the PPV. It was about being able to buy it and record it successfully. [redacted] offered an upgrade of equipment and verbally agreed that if this situation arose again that I would be relieved of satellite TV service without an early termination fee. I have accepted these terms. I feel that the text in his response is a little misleading, so I want to make it clear.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am still requesting to be informed which month I actually "fell" behind, as I paid the full balance on line. When I "starting making partial payments". I have asked numerous times which month and I get a month, and prove I paid it that month, the month has changed at least6- 8 different times if not more. Even when I spoke to the representative they gave me yet a different month than before. All I have been asking for, for over a year is the month that was not paid in full, since Dish could never give an actually month. I refused to pay the whole balance, I paid for services I know I used. When I started service, I had to pay a month in advance and they are not honoring that and crediting the $45 back.
Sincerely,
[redacted]
September 20, 2016 Dear Ms. [redacted]: On September 9, 2016, we received your complaint, dated September 8, 2016, filed with the Revdex.com. You mentioned the following concerns: · Recording...
on channel 30 (WRAY) · Messages · Credit request · Commitment Our records reveal that this issue was addressed and resolved through the Federal Communications Commission. Enclosed is a copy of that correspondence for your review. Although our hours do not coincide, we have spoken several times and we have been able to communicate via voicemail. Our agreement is to provide programming to you, which was done. The DVR option is a feature of our system and since you received the programming, the 24-month commitment remains valid. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
December 13, 2016 Dear Mr. [redacted]: On December 12, 2016, we received your complaint, dated December 12, 2016, filed with the Revdex.com. You expressed further concern with the interruption of your DISH Network service and the early termination fee. You also included numerous emails that were sent to the Revdex.com, which were also sent to me. As previously advised, I have corresponded with you via email several times and addressed all of your concerns. Your service was disconnected on December 12, 2016. At that time, your account was left with a balance of $124.50 for services rendered through the interruption date of November 12, 2016. Since your term commitment was not fulfilled, you were charged an early termination fee of $280.00. You were also charged an equipment return fee of $10.00, bringing your total balance to $418.80. Please be advised that your contractual agreement (previously enclosed) discloses that your credit card account may automatically be debited for any early termination, unreturned equipment and/or shipping fees. The charges on your account are valid and will not be removed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because: Dish was lying from the start in which they caused me the hardship due this issue so I will not except what this company response
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 21, 2016, filed with the Revdex.com. You said that you were offered a one-time $100.00 credit and monthly adjustments to restart your DISH Network account. When we spoke, I advised you that I manually added the $100.00 credit that you were promised as well as the monthly $15.00 credits. As I explained, a system issue with our billing software prevented the monthly credits from applying to your bill. I’ve forwarded this issue to the appropriate department and I will monitor your account to ensure the monthly adjustments apply correctly. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
February 24, 2016 Mr. [redacted] and Ms. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On February 23, 2016, we received your correspondence, dated February 22, 2016, filed with the Revdex.com. You requested that a $30.00 monthly credit be applied to your account. When we spoke today, I advised you that I reviewed your recorded call that took place on February 2, 2016. I found that our agents addressed your concerns accurately and in a professional manner. I informed you that you may downgrade your programming package to assist with the monthly cost. While we truly appreciate your business, we are unable to continue to provide programming credits. As a courtesy, I waived your early termination fee. Your feedback and your concerns will be shared internally with the appropriate personnel. 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 cc: Tell us why here...
August 8, 2016 Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 25, 2016, filed with the Revdex.com. You indicated that you have experienced technical issues and you were not provided a time-without-service credit nor a...
technician visit. When I spoke with you by telephone today, you informed me that, although your service has improved since the technician visit that was completed on July 26, 2016, you are still experiencing technical difficulties. I scheduled another technician visit for Thursday, August 11, 2016, between the hours of 8:00 am and 10:00 am. I also applied a time-without-service credit for one month of service ($112.98). 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
December 20, 2016 Dear Sir or [redacted]: On December 20, 2016, we received your complaint, dated December 19, 2016, filed with the Revdex.com. You expressed concern about receiving mailed marketing materials for DISH Network service. Most...
print advertisements, but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures. I have placed your address on our Do Not Contact list. However, we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list. The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements: The Direct Marketing Association (DMA) created a "Do Not Mail" registry. The DMA has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the DMA. Email registration is free at www.dmachoice.org. Registration by mail is $1.00. It takes approximately two-to-three months before a significant reduction in junk mail is seen. The DMA registry provides a partial solution; junk mail may still be received from non-DMA members. The DMA contact information is as follows: DMAchoice Direct Marketing Association PO Box 643 Carmel, NY 10512 dmachoice.org There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail; however, the Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years. The Prohibitory Order Processing Center contact information is: US Postal Service PO Box 3744 Memphis, TN 38173-0744 usps.com/forms/_pdf/ps1500.pdf I hope this information will assist you. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
July 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 18, 2016, we received your correspondence, dated July 12, 2016, filed with the Revdex.com. You said you canceled your order for TV service and you requested a refund of $49.95. When we spoke today, I informed you that you established your account through Infinity Sales Group LLC, an independent retailer. I requested that they submit a refund for the processing fee. Once the refund is submitted by the retailer, please allow 10 business days for processing. 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
December 26, 2016 Mr. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.com. You stated that when you contacted DISH Network to obtain service, you were assured that once your service was installed, you would be able to change your current zip code to a different one which would allow you to access the [redacted] football games. After the service was installed, you were informed that this could not be done. You also indicated that you did not sign a contract. You requested that your account be disconnected without an early termination fee. When we spoke today, I confirmed that your account was disconnected on December 24, 2016, and your early termination fee was waived. I apologized for your experience and you accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 23, 2016, filed with the Revdex.com. You expressed concern with the balance of $33.46 that was reported to collections by DISH Network. You maintain that you canceled your service in 2011 and you paid...
the balance in full at the time. Our records show that your account was left with an unpaid balance of $33.46 when it was canceled. In an effort to better serve our customers, DISH Network merged all previously bundled and unbundled accounts into one billing system. As a result, the previously unpaid balance for bundled service was transferred to the current unbundled account. When I spoke with you by phone on April 29, 2016, I advised you that I removed the balance, leaving your account at zero. Your account will be updated with the collection agency within 72 hours. We apologize for any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
September 19, 2016 Dear Mrs. [redacted]: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You expressed concern that a balance from your second account from 2013 was referred to collections. I was...
unable to locate your second account with the information you provided. In order to research your claim, I will need more specific account information. Please provide me with the phone number listed on your second account and the account number so that I am able to research your claim. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
April 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 29, 2016, we received your complaint, dated March 25, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you experienced technical issues which led you to disconnect the service. When we spoke, I advised you that I made an exception and waived the $420.00 early termination fee due to the technical issues to which you referred. I also requested to have this item removed from your credit report. Please allow six to eight weeks for the credit bureaus to update their records. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
December 29, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 21, 2015, we received your correspondence, dated December 18, 2015, filed with the Revdex.com.
You...
expressed concern with Credit Card AutoPay (CCA) and you requested compensation.
I attempted to reach you at ###-###-#### on December 23, 2015, but there was no option to leave a message. This is the only contact phone number listed on your account. On this same date, I also sent an email to [redacted].[redacted]@live.com.
Our records reveal that CCA attempted to collect a payment but it was declined on December 5, 2015. We sent email notifications advising you of the failed payment and the status of your account. On December 12, 2015, the CCA information was updated with a credit card account ending in [redacted]. However, a manual payment of $265.82 was made on your DISH Network account on December 18, 2015.
Because there is no funds due, the system will not generate a CCA payment until January 21, 2015 (the payment due date).
As a courtesy, I added Showtime, Cinemax, the DISH Movie Pack and Epix to your account for three months for free.
I regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
November 14, 2016 Dear Ms. [redacted]: On November 11, 2016, we received your complaint, dated November 10, 2016, filed with the Revdex.com. You expressed further concern with your DISH Network monthly charges. You again maintain that you were told your monthly rate would not exceed $63.00. As previously advised, the $30.00 monthly credit that was being applied to your account expired. On September 6, 2016, our representative agreed to provide you with a monthly $25.00 credit for three months. While the first $25.00 monthly credit was reflected on your September 6, 2016, billing statement of $38.00, the second $25.00 credit was not on your October 6, 2016, billing statement of $93.00. However, this was corrected when the $25.00 credit was applied to your account on October 19, 2016. You were also given credits totaling $60.00 for your billing concerns. These credits reduced your regular monthly bill of $68.00 to $13.00 for your November 6, 2016, billing statement. A review of the customer service calls from September 6, 2016, and October 11, 17 and 18, 2016, did not find that a monthly rate of $63.00 was promised. They advised you that your monthly rate was $68.00 and the monthly credit of $25.00 was promised on September 6, 2016, for three months. We are unable to provide you with additional monthly credits. Once the $25.00 monthly credit ends, you will be billed at the regular monthly rate of $93.00. The monthly charges on your account are correct for the services that you subscribe to. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
August 5, 2016 Dear Ms. [redacted]: On August 2, 2016, we received your complaint, dated July 28, 2016, filed with the Revdex.com. You informed us that your mother, Ms. [redacted], was required to move into an assisted-living facility and she can no...
longer have the satellite dish. You requested that she be released from the 24-month agreement. When I spoke with you by telephone today, I informed you that I waived the commitment and disconnected the service. Please return the equipment and keep the return tracking numbers for your records. 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
January 24, 2018 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 18, 2018, we received your correspondence, dated January 17, 2018, filed with the Revdex.com. You expressed concern with the sale of your service in 2014. You indicated that you canceled the order and maintain that a refund of $31.92 has been owed to you since March 4, 2014. You also said you received a letter from the National Consumer Telecom & Utilities Exchange (NCTUE) and a notice from [redacted] regarding your credit file. You requested your information be updated with NCTUE and the credit bureaus and that you receive the refund. You also provided feedback regarding your customer service experience. When we spoke on January 23, 2018, I informed you that I was unable to locate a DISH Network account with the information you provided. You provided me with your Social Security Number and I was also unable to locate a qualification inquiry. You agreed to send me documentation supporting your concerns. I sent an email to you at [redacted] with my contact information. Please scan and email your supporting documentation to christina.a[redacted]@dish.com. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 14, 2016 Ms. [redacted] [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On March 8, 2016, we received your correspondence, dated March 7, 2016, filed with the Revdex.com. You expressed concern with the following: Digital Home Advantage (DHA) promotion Signed agreement Early termination fee Rescheduled technician visit Technician visit cost Refurbished equipment Billing I attempted to reach you at [redacted] on March 9, 11 and 14, 2016. I left three voice messages. Our records reveal that you established your service under the DHA promotion with a 24-month commitment on November 10, 2015. On this same date, we sent a sales confirmation email to [redacted]@hotmail.com. This email details the DHA terms and billing along with providing you a link to review the document. During the installation of service the technician presents the customer with an electronic pad to sign containing the DHA agreement. A copy of your signed DHA agreement was also emailed to [redacted]@hotmail.com on November 18, 2015 (the installation date). If the service is canceled prior to the promotional fulfillment date, an early termination fee will apply. I enclosed a second copy of your signed DHA agreement for your records. Your technician visit was completed on February 4, 2016. We have no record that you reported technical issues after this date. Please note that we use remanufactured, fully-tested equipment in DHA customer installations. This equipment is leased, and as a result will be serviced and/or replaced in the unlikely event that technical difficulties arise. I reversed the $10.00 technician visit fee from your account. DISH Network bills for service in advance; therefore, your bill reflected the premium channel cost for the fourth month of service. You received the HBO, Showtime, Starz and Cinemax channels free for three months starting on November 18, 2015. The premiums were removed on February 18, 2016, and a prorated credit of $67.72 was applied to your account. This credit along with the credit of $10.00 for the technician visit will be transferred to your bundled TDS bill on March 17, 2016. I regret any confusion. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
November 17, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On November 15, 2016, we received your complaint, dated November 11, 2016, filed with the Revdex.com. You said that you agreed to a bundled account with DISH Network and Frontier services; however, it was not bundled and you received a bill directly from us. You requested that your account be bundled. When we spoke by phone, I confirmed that your Frontier and DISH Network services have been bundled into one account. I also agreed to apply a $20.00 credit to offset the payment you sent us directly. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Just to be clear, the dispute wasn't about being charged for the PPV. It was about being able to buy it and record it successfully. [redacted] offered an upgrade of equipment and verbally agreed that if this situation arose again that I would be relieved of satellite TV service without an early termination fee. I have accepted these terms. I feel that the text in his response is a little misleading, so I want to make it clear.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am still requesting to be informed which month I actually "fell" behind, as I paid the full balance on line. When I "starting making partial payments". I have asked numerous times which month and I get a month, and prove I paid it that month, the month has changed at least6- 8 different times if not more. Even when I spoke to the representative they gave me yet a different month than before. All I have been asking for, for over a year is the month that was not paid in full, since Dish could never give an actually month. I refused to pay the whole balance, I paid for services I know I used. When I started service, I had to pay a month in advance and they are not honoring that and crediting the $45 back.
Sincerely,
[redacted]
September 20, 2016 Dear Ms. [redacted]: On September 9, 2016, we received your complaint, dated September 8, 2016, filed with the Revdex.com. You mentioned the following concerns: · Recording...
on channel 30 (WRAY) · Messages · Credit request · Commitment Our records reveal that this issue was addressed and resolved through the Federal Communications Commission. Enclosed is a copy of that correspondence for your review. Although our hours do not coincide, we have spoken several times and we have been able to communicate via voicemail. Our agreement is to provide programming to you, which was done. The DVR option is a feature of our system and since you received the programming, the 24-month commitment remains valid. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
December 13, 2016 Dear Mr. [redacted]: On December 12, 2016, we received your complaint, dated December 12, 2016, filed with the Revdex.com. You expressed further concern with the interruption of your DISH Network service and the early termination fee. You also included numerous emails that were sent to the Revdex.com, which were also sent to me. As previously advised, I have corresponded with you via email several times and addressed all of your concerns. Your service was disconnected on December 12, 2016. At that time, your account was left with a balance of $124.50 for services rendered through the interruption date of November 12, 2016. Since your term commitment was not fulfilled, you were charged an early termination fee of $280.00. You were also charged an equipment return fee of $10.00, bringing your total balance to $418.80. Please be advised that your contractual agreement (previously enclosed) discloses that your credit card account may automatically be debited for any early termination, unreturned equipment and/or shipping fees. The charges on your account are valid and will not be removed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because: Dish was lying from the start in which they caused me the hardship due this issue so I will not except what this company response
Sincerely,
[redacted]
February 24, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 21, 2016, filed with the Revdex.com. You said that you were offered a one-time $100.00 credit and monthly adjustments to restart your DISH Network account. When we spoke, I advised you that I manually added the $100.00 credit that you were promised as well as the monthly $15.00 credits. As I explained, a system issue with our billing software prevented the monthly credits from applying to your bill. I’ve forwarded this issue to the appropriate department and I will monitor your account to ensure the monthly adjustments apply correctly. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
February 24, 2016 Mr. [redacted] and Ms. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On February 23, 2016, we received your correspondence, dated February 22, 2016, filed with the Revdex.com. You requested that a $30.00 monthly credit be applied to your account. When we spoke today, I advised you that I reviewed your recorded call that took place on February 2, 2016. I found that our agents addressed your concerns accurately and in a professional manner. I informed you that you may downgrade your programming package to assist with the monthly cost. While we truly appreciate your business, we are unable to continue to provide programming credits. As a courtesy, I waived your early termination fee. Your feedback and your concerns will be shared internally with the appropriate personnel. 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 cc: Tell us why here...
August 8, 2016 Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 25, 2016, filed with the Revdex.com. You indicated that you have experienced technical issues and you were not provided a time-without-service credit nor a...
technician visit. When I spoke with you by telephone today, you informed me that, although your service has improved since the technician visit that was completed on July 26, 2016, you are still experiencing technical difficulties. I scheduled another technician visit for Thursday, August 11, 2016, between the hours of 8:00 am and 10:00 am. I also applied a time-without-service credit for one month of service ($112.98). 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
December 20, 2016 Dear Sir or [redacted]: On December 20, 2016, we received your complaint, dated December 19, 2016, filed with the Revdex.com. You expressed concern about receiving mailed marketing materials for DISH Network service. Most...
print advertisements, but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures. I have placed your address on our Do Not Contact list. However, we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list. The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements: The Direct Marketing Association (DMA) created a "Do Not Mail" registry. The DMA has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the DMA. Email registration is free at www.dmachoice.org. Registration by mail is $1.00. It takes approximately two-to-three months before a significant reduction in junk mail is seen. The DMA registry provides a partial solution; junk mail may still be received from non-DMA members. The DMA contact information is as follows: DMAchoice Direct Marketing Association PO Box 643 Carmel, NY 10512 dmachoice.org There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail; however, the Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years. The Prohibitory Order Processing Center contact information is: US Postal Service PO Box 3744 Memphis, TN 38173-0744 usps.com/forms/_pdf/ps1500.pdf I hope this information will assist you. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####