December 30, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####193
Dear Mr. [redacted]:
On December 29, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com.
You expressed concern...
that your damage claim was denied.
Our records reveal that this issue was addressed through the Federal Communications Commission. Enclosed is a copy of that correspondence for your review.
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
###-###-####
February 15, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On February 6, 2018, we received your correspondence, dated February 5, 2018, filed with the Revdex.com. You said your monthly bill increased and funds were collected from your bank account without your authorization. You disputed the balance due and the early termination fee I attempted to reach you at ([redacted] on February 12, 13 and 15, 2018. I left three voice messages. I also sent an email to [redacted]. A review of your account reveals that it was on DISH Pause for six months at the monthly rate of $5.00 plus tax. When you enrolled in AutoPay, you authorized DISH Network to collect payment with your credit card ending in [redacted]. Your account has been enrolled in AutoPay since 2015. On November 2, 2017, the service was restarted automatically and you were billed your regular monthly charges. When you called on November 28, 2018, you accepted our Preferred Customer Offer for the America’s Top 120 package and local channels with a two-year price guarantee and a 24-month commitment. The monthly billing rate is $54.99 before tax. Per your request, AutoPay was also removed from your account at that time. Your account was disconnected due to nonpayment on January 4, 2018. Because it was disconnected prior to the promotional fulfillment date, you were billed $220.00 for an early termination fee. In the interest of coming to an agreement, I made an exception and removed the balance of $372.65 from your account. This includes the early termination and equipment return fees and charges for programming rendered. To avoid being billed for unreturned equipment, please return the receiver and remotes. A return box and label was delivered to your address by [redacted] on February 13, 2018. 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]
November 11, 2016Dear Ms. [redacted]:On November 9, 2016, we received your complaint, dated November 6, 2016, filed with the Revdex.com.You said that DISH Network withdrew a payment from your account without authorization and you lost your new customer promotion.When I spoke with Ms. [redacted]...
[redacted], I advised her that we have three payments on record. One payment of $55.71 was made to initiate your account, a payment of $58.11 was debited on your first due date, October 17, 2016, and a payment of $54.50 was made by Ms. [redacted] to restart your account. Please note that as the $58.11 payment was disputed through your bank and returned, your service was disconnected. As a result, all promotions and adjustments were forfeited. I re-added HBO, Cinemax, Starz, and the DISH Movie Pack free for three months as a courtesy, but we have no record of any other payments.I requested that Ms. [redacted] forward me a copy of the bank statement showing the additional payment, but I have not received any documentation.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: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####Enclosure
February 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 13, 2018, we received your rebuttal, dated February 12, 2018, filed with the Revdex.com. You expressed dissatisfaction with your customer service experience, and with the denied damage claim. I requested that Mr. David B[redacted] from the DISH Network Corporate Field Resolutions Team contact you directly. As a courtesy, I applied a one-time credit of $88.06 to your account for one month of service. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 5, 2016 Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 25, 2016, filed with the Revdex.com. You stated you were told that your DISH Network rate was going to be $89.99 a month for two years and now, after...
your first year, your bill is $135.00. You indicated that this new rate is more than what you were paying for DIRECTV. I attempted to contact you numerous times and I left you several voicemails at the number listed on your DISH Network account and your Revdex.com complaint. When I reviewed the sales call, I found you were informed that the promotional price you were receiving was for 12 months and after that it would be the regular price. I encourage you to contact me at your earliest convenience to address your concerns and discuss your options. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Dear Ms. [redacted]: On April 14, 2016, we received your correspondence, dated April 13, 2016, filed with the Revdex.com. You said that you have yet to receive a return box and label for the equipment return. In addition, you requested a refund. I attempted to reach you at [redacted] on April 14, 15 and 18, 2016. I left three voice messages. I was unable to locate your DISH Network account with the information you provided in your correspondence. So that I may assist you with this matter, please contact me directly and provide me with your 16-digit account number. 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]
Initial Business Response /* (1000, 5, 2015/06/19) */
June 15, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 15, 2015, we received your complaint, dated June 11, 2015, filed with the Better...
Business Bureau.
You said that you received an offer in the mail for Starz, HBO and Cinemax free for three months; however, you stated that our customer service agents would not honor the offer. You requested that we honor the offer you received and provide you with a lower rate for service.
When we spoke, I advised you that our direct promotional offers have a code on them and I asked for the code for the offer you received. You agreed to locate the offer and call me back with the correct promotion code.
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]
Initial Business Response /* (1000, 10, 2015/07/20) */
July 15, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You indicated that you purchased DISH Network TV service and AT&T internet service from Altitude Marketing, an independent retail service provider. You have concerns with the rate you were provided for the AT&T internet service and you would like this matter resolved.
My records indicate that I also received an FCC complaint from you. I addressed this issue on July 2, 2015. I have enclosed a copy of that correspondence for your review.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
July 2, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: FCC Complaint # XXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 2, 2015, we received your complaint, dated July 1, 2015, filed with the Federal Communications Commission.
You indicated that you purchased DISH Network TV service and AT&T internet service from Altitude Marketing, an independent retail service provider. You have concerns with the pricing you were provided for the AT&T internet service and you would like this matter resolved.
When we spoke today, I informed you that your complaint needs to be directed to AT&T for a resolution.
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: Federal Communications Commission
[redacted]
[redacted] XXXXX-XXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think that Dish is still wrong and a shady company. Dish took no responsibility for the contract and offer I was given by Dish. Dish just pointed fingers at AT&T and/or Altitude Marketing.
AT&T showed professionalism and have adjusted the rates to what Dish told me. According to AT&T, they do not partner with Dish, so I do not know why DISH even acted like they were able to bundle with AT&T.
In addition to cable, apparently I have been signed up for other monthly services (tech support, identavault, foreign exchange charges). I have to comb through spam email to find notificiation about these services and then cancel them. Furthermore, I had to cancel my credit card for fear of what else I was going to be charged in addition to cable. I monitor my bank statements daily since I feel I got involved with some scam artists.
Dish told me I could cancel the contract, but I am afraid that Altitude Marketing would then charge me the early termination fee. Since Altitude Marketing sold it to me, and Dish would not take any responsiblity for what I was told when I signed up. Altitude Marketing closed out that Revdex.com complaint by stating that they contacted me and would have the issue resolved within a week. I was given phone numbers with extensions that did not work. When I finally got through to a direct line I was told that person was at lunch.
AT&T was honorable and cleaned up this whole mess. Dish did not resolve the issue, AT&T did. I will cancel Dish once the contract is over.
Initial Business Response /* (1000, 4, 2015/10/05) */
October 1, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September 28, 2015, filed...
with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on September 29 and 30, 2015, and October 1, 2015, were unsuccessful; however, I left three messages.
You mentioned the following concerns:
Billing due date
Credit Card AutoPay (CCA)
Internet service
Early termination fees
You expressed concern with the change to your billing due date. To align your billing due date with the start of your billing period, your billing due date was changed to five days earlier. Notification of this change was provided in your July 9, 2015, billing statement.
You maintain that CCA was not removed as you requested. Our records do not show that you contacted us regarding your concerns with CCA. While we offered to remove it on August 26, 2015, when you contacted us regarding your concerns with the billing due date, the call was disconnected; therefore, no action was taken. CCA was removed automatically because we received two disputes ($115.27 and $98.12) from your financial institution.
You expressed dissatisfaction with your internet service. The Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
You disputed the early termination fees that were applied to your account. Your TV and internet services were activated on March 24, 2015, with a 24-month commitment for each service. Your service was disconnected on September 22, 2015. Since your term commitments were not fulfilled, early termination fees of $332.50 and $380.00 were applied for the internet and TV services respectively.
I made an exception and reversed the internet early termination fee; however, the TV early termination fee is valid because we have no reported issues with this service. Enclosed is a copy of your 24-month agreement for your review. You may restart only your TV service to avoid this fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
March 23, 2018 Ms. [redacted] and Mr. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Ms. [redacted] and Mr. [redacted]: On March 13, 2018, we received your complaint, dated March 12, 2018, filed with the Revdex.com. You indicated that you purchased a [redacted] sound bar from our technician, but it did not work when he left. You expressed concern that you were referred to [redacted] by customer service. You requested that we provide you with a free technician visit to troubleshoot the sound bar or a refund for the product. When I spoke with you by telephone today, I scheduled a free technician visit for Sunday, March 25, 2018, between the hours of 12:00 pm and 5:00 pm. I regret that you are dissatisfied with the customer service you received. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 23, 2015
Mr. [redacted]
[redacted]
McCallsburg, IA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On September 21, 2015, we received your correspondence, dated September 18, 2015,...
filed with the Revdex.com.
You stated that a DISH Network account was established using your Social Security Number (SSN) without your authorization. You indicated that you had filed an identity theft claim to resolve the matter and you requested compensation from DISH Network for your time spent addressing and resolving the issue.
When we spoke on September 22, 2015, I confirmed that our ID theft team has resolved your claim and cleared the account balance. I explained that DISH Network is unable to offer you the compensation that you are seeking. You said that you received email correspondence from DISH Network indicating that the error was made by DISH Network. I advised you that I was unable to verify your claim. You agreed to respond to the email for further assistance.
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]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was actually very upset with this lady she told me it wasn't dishes fault and I informed her that dish had already claimed fault and I'm waiting to here from the president office because the apology email you also sent said they would contact me immediately and I am still waiting!!!! Not happy at all and sick an tired of hearing it's my ([redacted]) fault yet I have a letter and email from dish saying it's there fault and that my credit won't be totally fixed for six to eight weeks so still very unhappy!!!
Final Business Response /* (4000, 11, 2015/10/06) */
October 2, 2015
Mr. [redacted]
[redacted]
McCallsburg, IA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 29, 2015, we received your rebuttal, dated September 28, 2015, filed with the Revdex.com.
You indicated that you received a letter and email from DISH Network claiming fault for your ID theft claim.
In our October 1, 2015, email correspondence you provided a copy of the letter and email that you referred to.
I apologize for the poor phrasing of the email response that you received from the Ecare representative. I have addressed that with the appropriate department.
The letter that you provided is a standard letter sent from our ID theft team. It is simply confirming that they completed their investigation and determined that you are not responsible for the account that created the debt posted on your credit report. As a result, they contacted the credit bureaus and requested that the charge be removed. They are in no way claiming responsibility for the ID theft. The responsible party is the person that obtained your information then committed ID theft by using that information to establish a DISH Network account in your name without your authorization.
We have corrected the impact to your credit report, which is the extent of what we can do in this matter. We are unable to provide you the compensation that you are seeking. You will need to pursue the party that actually committed the ID theft crime through the legal system.
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]
Initial Business Response /* (1000, 4, 2015/05/06) */
May 5, 2015
Mr. [redacted]. [redacted]
[redacted]. [redacted] Pl.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On April 30, 2015, we received your complaint, dated April 28, 2015, filed...
with the Revdex.com.
You said that you closed your account because some of your channels were removed. You expressed concern with the early termination fee. You said that when you received a copy of your contract, you found that your signature was forged. You requested a refund.
*hen we spoke by phone, I explained that the channels you referred to were restored. Our contract agreement states that programming and packages are subject to change.
Please note, 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. *e consider your contract to be valid.
*e are unable to meet your request for a refund. I enclosed a copy of your contract and your January, February and March 2015 billing statements for your records.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/05/20) */
DISH responded to my complaint but their offer is totally unsatisfactory. They claim that my signature on the contract that they submitted is truly mine and appears distorted because of an electronic stylus. This is absurd because I have seen electronic stylus results before and they are legible and identifiable as my true signature. DISH offered to reduce their fees in half but I told them that is not acceptable.
Final Business Response /* (4000, 13, 2015/05/22) */
May 21, 2015
Mr. [redacted]
[redacted]. [redacted] Pl.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 21, 2015, we received your rebuttal, dated May 20, 2015, filed with the Revdex.com.
You maintain that the signature on your contract is not yours. You also said that our offer to reduce the early termination fee by half is not acceptable.
*e consider the contract to be valid. In addition, there is no record of you being told that we would reduce the early termination fee by half. *e consider the charges to be accurate.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 15, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After receiving DISH's rebuttal, I called Mr. [redacted] and reprimanded him for lying about there being no record of him offering to reduce the penalty in half. I told him he knows he is lying and must live with himself for so doing. Of course their is no record of this because [redacted] gave me this offer verbally.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I have two payments from my account. Both are for 104.05 and I have them on the day I signed up and a recurring charge I just looked at my statement. My recurring charges should've been around $81 so I'm not sure where the $50 charge is mentioned I don't see that on my account just two payments to dish network which I filed claim for and we're both denied and recredited to my account. I understand this is a "rebuttal" however what I'm saying is I have two payments from my account from dish network. If someone would have properly helped me prior to this situation I would keep the service for the great prices and low fees. But this has been a. Back and forth mess I just want cleaned up. That's all I'm asking for. My account is negative two dish network payments I'm asking to be refunded.
July 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 7, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You did not accept my previous response regarding your request for an account credit due to the removal of your local Fox station. As I previously advised you, you are not charged any additional monthly fees for the local channels because they are included in your basic programming package for free. Although a courtesy credit was applied to your account in October 2015, for the removal of another local channel, DISH Network does not apply account credits for the removal of channels due to a contract dispute with the provider. Our records show that you opted to cancel your service today. Please be advised that an early termination fee of $120.00 will be applied to your account for the non-fulfillment of your term commitment. However, I made an exception and I waived this fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
February 12, 2016 Mr. and Mrs. [redacted] and [redacted] Re: Revdex.com Complaint # 11123806 8[redacted]###-###-####940 Dear Mr. and Mrs. [redacted]: On...
February 10, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you did not receive the America’s Top 250 package or NBA TV as you requested at the point of sale. You also mentioned that our website advertises the America’s Top 250 package for $49.99, but does not disclose that a credit check is required. Please be advised that DISH Network offers two promotions: one, a three year price guarantee and two, a discount for the first 12 months of service. Our website advertises a $49.99 price for the America’s Top 120 Plus package under the three-year price guarantee offer and a $49.99 price for the America’s Top 250 package under the 12-month introductory savings offer. Please be advised that both offers disclose that a credit qualification is required. Your service was activated on February 5, 2016, with a 24-month commitment under our Flex 24 promotion. Although this is a pay-in-advance promotion, it qualified for the same promotional offers. The offer that was selected on your account was the three-year price guarantee. A review of the sales call did not find that the America’s Top 250 package was requested or discussed. In fact, the agent disclosed that your monthly rate would be $49.99 for the America’s Top 120 Plus package. Additionally, the agent told you that NBA TV was not available in your package, but you would have access to the NBA League Pass. When I spoke with you by phone today, I offered to upgrade your package to the America’s Top 200 (regularly $79.99). Although the package is $15.00 more a month, I agreed to apply a $15.00 credit to your account for 12 months. Once the credit ends, the promotional price of $64.99 will apply for the package. You accepted my 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, 6:30 am – 3:00 pm MDT ###-###-#### Tell us why here...
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. As long as all balances have been removed and my account stays closed with the company. I have returned the equipment as directed.
Sincerely,
[redacted]
October 31, 2016 Dear Ms. [redacted]: On October 26, 2016, we received your complaint, dated October 23, 2016, filed with the Revdex.com. My attempts to reach you by phone on October 27, 28 and 31, 2016, have been unsuccessful; however, I was able to leave...
a voice message on each attempt. You said that when your account was closed you had a credit balance of $100.32 and you haven’t received a refund. You requested that we provide you with a refund. A refund of $100.32 has been submitted; please allow five to seven business days for the funds to be placed on the credit card account they were debited from. 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 ###-###-####
September 23, 2016 Dear Mr. [redacted]: On September 15, 2016, we received your complaint, dated September 14, 2016, filed with the Revdex.com. You indicated that you experienced technical issues that were not resolved and as a result, you...
disconnected your service. You disputed the $240.00 early termination fee that was applied to your account. In addition, you mentioned your dissatisfaction with the customer service you received. Our records reveal that technical issues were reported. When I spoke with you by telephone today, I apologized for the inconvenience and I reversed the $240.00 early termination fee and submitted a refund. We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to you as a DISH Network customer. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
Initial Business Response /* (1000, 5, 2015/06/26) */
June 24, 2015
Ms. [redacted]
16 [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.
You expressed dissatisfaction with the customer service that you received when you contacted us to restart your service.
We strive to provide excellent service and regret that your experience was unfavorable, and we appreciate that you have brought this to our attention so that we [redacted] address it internally with the appropriate personnel.
Our records confirm that your service was restarted on June 17, 2015, when you made a payment of $173.00. We also show that a credit of $50.00 was applied to your account.
When I spoke with you by phone on June 23, 2015, I advised you that I applied a credit of $110.67 to your account for your inconvenience. This will cover your service through July 18, 2015.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 24, 2015, we received your correspondence, dated April 23, 2015, filed with...
the Revdex.com.
You stated that you have experienced unresolved service issues since the installation of your equipment. This led you to disconnect your service a month after it was installed. You requested that your early termination fee be waived and you would like the equipment picked up.
When we spoke today, I agreed to waive your early termination fee and waived the return shipping fees. As a result, your account balance is now zero. Additionally, I requested that the $504.22 charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 30, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####193
Dear Mr. [redacted]:
On December 29, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com.
You expressed concern...
that your damage claim was denied.
Our records reveal that this issue was addressed through the Federal Communications Commission. Enclosed is a copy of that correspondence for your review.
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
###-###-####
February 15, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On February 6, 2018, we received your correspondence, dated February 5, 2018, filed with the Revdex.com. You said your monthly bill increased and funds were collected from your bank account without your authorization. You disputed the balance due and the early termination fee I attempted to reach you at ([redacted] on February 12, 13 and 15, 2018. I left three voice messages. I also sent an email to [redacted]. A review of your account reveals that it was on DISH Pause for six months at the monthly rate of $5.00 plus tax. When you enrolled in AutoPay, you authorized DISH Network to collect payment with your credit card ending in [redacted]. Your account has been enrolled in AutoPay since 2015. On November 2, 2017, the service was restarted automatically and you were billed your regular monthly charges. When you called on November 28, 2018, you accepted our Preferred Customer Offer for the America’s Top 120 package and local channels with a two-year price guarantee and a 24-month commitment. The monthly billing rate is $54.99 before tax. Per your request, AutoPay was also removed from your account at that time. Your account was disconnected due to nonpayment on January 4, 2018. Because it was disconnected prior to the promotional fulfillment date, you were billed $220.00 for an early termination fee. In the interest of coming to an agreement, I made an exception and removed the balance of $372.65 from your account. This includes the early termination and equipment return fees and charges for programming rendered. To avoid being billed for unreturned equipment, please return the receiver and remotes. A return box and label was delivered to your address by [redacted] on February 13, 2018. 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]
November 11, 2016Dear Ms. [redacted]:On November 9, 2016, we received your complaint, dated November 6, 2016, filed with the Revdex.com.You said that DISH Network withdrew a payment from your account without authorization and you lost your new customer promotion.When I spoke with Ms. [redacted]...
[redacted], I advised her that we have three payments on record. One payment of $55.71 was made to initiate your account, a payment of $58.11 was debited on your first due date, October 17, 2016, and a payment of $54.50 was made by Ms. [redacted] to restart your account. Please note that as the $58.11 payment was disputed through your bank and returned, your service was disconnected. As a result, all promotions and adjustments were forfeited. I re-added HBO, Cinemax, Starz, and the DISH Movie Pack free for three months as a courtesy, but we have no record of any other payments.I requested that Ms. [redacted] forward me a copy of the bank statement showing the additional payment, but I have not received any documentation.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: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####Enclosure
February 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 13, 2018, we received your rebuttal, dated February 12, 2018, filed with the Revdex.com. You expressed dissatisfaction with your customer service experience, and with the denied damage claim. I requested that Mr. David B[redacted] from the DISH Network Corporate Field Resolutions Team contact you directly. As a courtesy, I applied a one-time credit of $88.06 to your account for one month of service. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 5, 2016 Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 25, 2016, filed with the Revdex.com. You stated you were told that your DISH Network rate was going to be $89.99 a month for two years and now, after...
your first year, your bill is $135.00. You indicated that this new rate is more than what you were paying for DIRECTV. I attempted to contact you numerous times and I left you several voicemails at the number listed on your DISH Network account and your Revdex.com complaint. When I reviewed the sales call, I found you were informed that the promotional price you were receiving was for 12 months and after that it would be the regular price. I encourage you to contact me at your earliest convenience to address your concerns and discuss your options. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
April 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On April 14, 2016, we received your correspondence, dated April 13, 2016, filed with the Revdex.com. You said that you have yet to receive a return box and label for the equipment return. In addition, you requested a refund. I attempted to reach you at [redacted] on April 14, 15 and 18, 2016. I left three voice messages. I was unable to locate your DISH Network account with the information you provided in your correspondence. So that I may assist you with this matter, please contact me directly and provide me with your 16-digit account number. 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]
Initial Business Response /* (1000, 5, 2015/06/19) */
June 15, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 15, 2015, we received your complaint, dated June 11, 2015, filed with the Better...
Business Bureau.
You said that you received an offer in the mail for Starz, HBO and Cinemax free for three months; however, you stated that our customer service agents would not honor the offer. You requested that we honor the offer you received and provide you with a lower rate for service.
When we spoke, I advised you that our direct promotional offers have a code on them and I asked for the code for the offer you received. You agreed to locate the offer and call me back with the correct promotion code.
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]
Initial Business Response /* (1000, 10, 2015/07/20) */
July 15, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You indicated that you purchased DISH Network TV service and AT&T internet service from Altitude Marketing, an independent retail service provider. You have concerns with the rate you were provided for the AT&T internet service and you would like this matter resolved.
My records indicate that I also received an FCC complaint from you. I addressed this issue on July 2, 2015. I have enclosed a copy of that correspondence for your review.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
July 2, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: FCC Complaint # XXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 2, 2015, we received your complaint, dated July 1, 2015, filed with the Federal Communications Commission.
You indicated that you purchased DISH Network TV service and AT&T internet service from Altitude Marketing, an independent retail service provider. You have concerns with the pricing you were provided for the AT&T internet service and you would like this matter resolved.
When we spoke today, I informed you that your complaint needs to be directed to AT&T for a resolution.
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: Federal Communications Commission
[redacted]
[redacted] XXXXX-XXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think that Dish is still wrong and a shady company. Dish took no responsibility for the contract and offer I was given by Dish. Dish just pointed fingers at AT&T and/or Altitude Marketing.
AT&T showed professionalism and have adjusted the rates to what Dish told me. According to AT&T, they do not partner with Dish, so I do not know why DISH even acted like they were able to bundle with AT&T.
In addition to cable, apparently I have been signed up for other monthly services (tech support, identavault, foreign exchange charges). I have to comb through spam email to find notificiation about these services and then cancel them. Furthermore, I had to cancel my credit card for fear of what else I was going to be charged in addition to cable. I monitor my bank statements daily since I feel I got involved with some scam artists.
Dish told me I could cancel the contract, but I am afraid that Altitude Marketing would then charge me the early termination fee. Since Altitude Marketing sold it to me, and Dish would not take any responsiblity for what I was told when I signed up. Altitude Marketing closed out that Revdex.com complaint by stating that they contacted me and would have the issue resolved within a week. I was given phone numbers with extensions that did not work. When I finally got through to a direct line I was told that person was at lunch.
AT&T was honorable and cleaned up this whole mess. Dish did not resolve the issue, AT&T did. I will cancel Dish once the contract is over.
Initial Business Response /* (1000, 4, 2015/10/05) */
October 1, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September 28, 2015, filed...
with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on September 29 and 30, 2015, and October 1, 2015, were unsuccessful; however, I left three messages.
You mentioned the following concerns:
Billing due date
Credit Card AutoPay (CCA)
Internet service
Early termination fees
You expressed concern with the change to your billing due date. To align your billing due date with the start of your billing period, your billing due date was changed to five days earlier. Notification of this change was provided in your July 9, 2015, billing statement.
You maintain that CCA was not removed as you requested. Our records do not show that you contacted us regarding your concerns with CCA. While we offered to remove it on August 26, 2015, when you contacted us regarding your concerns with the billing due date, the call was disconnected; therefore, no action was taken. CCA was removed automatically because we received two disputes ($115.27 and $98.12) from your financial institution.
You expressed dissatisfaction with your internet service. The Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
You disputed the early termination fees that were applied to your account. Your TV and internet services were activated on March 24, 2015, with a 24-month commitment for each service. Your service was disconnected on September 22, 2015. Since your term commitments were not fulfilled, early termination fees of $332.50 and $380.00 were applied for the internet and TV services respectively.
I made an exception and reversed the internet early termination fee; however, the TV early termination fee is valid because we have no reported issues with this service. Enclosed is a copy of your 24-month agreement for your review. You may restart only your TV service to avoid this fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
March 23, 2018 Ms. [redacted] and Mr. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Ms. [redacted] and Mr. [redacted]: On March 13, 2018, we received your complaint, dated March 12, 2018, filed with the Revdex.com. You indicated that you purchased a [redacted] sound bar from our technician, but it did not work when he left. You expressed concern that you were referred to [redacted] by customer service. You requested that we provide you with a free technician visit to troubleshoot the sound bar or a refund for the product. When I spoke with you by telephone today, I scheduled a free technician visit for Sunday, March 25, 2018, between the hours of 12:00 pm and 5:00 pm. I regret that you are dissatisfied with the customer service you received. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 23, 2015
Mr. [redacted]
[redacted]
McCallsburg, IA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On September 21, 2015, we received your correspondence, dated September 18, 2015,...
filed with the Revdex.com.
You stated that a DISH Network account was established using your Social Security Number (SSN) without your authorization. You indicated that you had filed an identity theft claim to resolve the matter and you requested compensation from DISH Network for your time spent addressing and resolving the issue.
When we spoke on September 22, 2015, I confirmed that our ID theft team has resolved your claim and cleared the account balance. I explained that DISH Network is unable to offer you the compensation that you are seeking. You said that you received email correspondence from DISH Network indicating that the error was made by DISH Network. I advised you that I was unable to verify your claim. You agreed to respond to the email for further assistance.
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]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was actually very upset with this lady she told me it wasn't dishes fault and I informed her that dish had already claimed fault and I'm waiting to here from the president office because the apology email you also sent said they would contact me immediately and I am still waiting!!!! Not happy at all and sick an tired of hearing it's my ([redacted]) fault yet I have a letter and email from dish saying it's there fault and that my credit won't be totally fixed for six to eight weeks so still very unhappy!!!
Final Business Response /* (4000, 11, 2015/10/06) */
October 2, 2015
Mr. [redacted]
[redacted]
McCallsburg, IA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 29, 2015, we received your rebuttal, dated September 28, 2015, filed with the Revdex.com.
You indicated that you received a letter and email from DISH Network claiming fault for your ID theft claim.
In our October 1, 2015, email correspondence you provided a copy of the letter and email that you referred to.
I apologize for the poor phrasing of the email response that you received from the Ecare representative. I have addressed that with the appropriate department.
The letter that you provided is a standard letter sent from our ID theft team. It is simply confirming that they completed their investigation and determined that you are not responsible for the account that created the debt posted on your credit report. As a result, they contacted the credit bureaus and requested that the charge be removed. They are in no way claiming responsibility for the ID theft. The responsible party is the person that obtained your information then committed ID theft by using that information to establish a DISH Network account in your name without your authorization.
We have corrected the impact to your credit report, which is the extent of what we can do in this matter. We are unable to provide you the compensation that you are seeking. You will need to pursue the party that actually committed the ID theft crime through the legal system.
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]
Initial Business Response /* (1000, 4, 2015/05/06) */
May 5, 2015
Mr. [redacted]. [redacted]
[redacted]. [redacted] Pl.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On April 30, 2015, we received your complaint, dated April 28, 2015, filed...
with the Revdex.com.
You said that you closed your account because some of your channels were removed. You expressed concern with the early termination fee. You said that when you received a copy of your contract, you found that your signature was forged. You requested a refund.
*hen we spoke by phone, I explained that the channels you referred to were restored. Our contract agreement states that programming and packages are subject to change.
Please note, 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. *e consider your contract to be valid.
*e are unable to meet your request for a refund. I enclosed a copy of your contract and your January, February and March 2015 billing statements for your records.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/05/20) */
DISH responded to my complaint but their offer is totally unsatisfactory. They claim that my signature on the contract that they submitted is truly mine and appears distorted because of an electronic stylus. This is absurd because I have seen electronic stylus results before and they are legible and identifiable as my true signature. DISH offered to reduce their fees in half but I told them that is not acceptable.
Final Business Response /* (4000, 13, 2015/05/22) */
May 21, 2015
Mr. [redacted]
[redacted]. [redacted] Pl.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 21, 2015, we received your rebuttal, dated May 20, 2015, filed with the Revdex.com.
You maintain that the signature on your contract is not yours. You also said that our offer to reduce the early termination fee by half is not acceptable.
*e consider the contract to be valid. In addition, there is no record of you being told that we would reduce the early termination fee by half. *e consider the charges to be accurate.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 15, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After receiving DISH's rebuttal, I called Mr. [redacted] and reprimanded him for lying about there being no record of him offering to reduce the penalty in half. I told him he knows he is lying and must live with himself for so doing. Of course their is no record of this because [redacted] gave me this offer verbally.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I have two payments from my account. Both are for 104.05 and I have them on the day I signed up and a recurring charge I just looked at my statement. My recurring charges should've been around $81 so I'm not sure where the $50 charge is mentioned I don't see that on my account just two payments to dish network which I filed claim for and we're both denied and recredited to my account. I understand this is a "rebuttal" however what I'm saying is I have two payments from my account from dish network. If someone would have properly helped me prior to this situation I would keep the service for the great prices and low fees. But this has been a. Back and forth mess I just want cleaned up. That's all I'm asking for. My account is negative two dish network payments I'm asking to be refunded.
July 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 7, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You did not accept my previous response regarding your request for an account credit due to the removal of your local Fox station. As I previously advised you, you are not charged any additional monthly fees for the local channels because they are included in your basic programming package for free. Although a courtesy credit was applied to your account in October 2015, for the removal of another local channel, DISH Network does not apply account credits for the removal of channels due to a contract dispute with the provider. Our records show that you opted to cancel your service today. Please be advised that an early termination fee of $120.00 will be applied to your account for the non-fulfillment of your term commitment. However, I made an exception and I waived this fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
February 12, 2016 Mr. and Mrs. [redacted] and [redacted] Re: Revdex.com Complaint # 11123806 8[redacted]###-###-####940 Dear Mr. and Mrs. [redacted]: On...
February 10, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you did not receive the America’s Top 250 package or NBA TV as you requested at the point of sale. You also mentioned that our website advertises the America’s Top 250 package for $49.99, but does not disclose that a credit check is required. Please be advised that DISH Network offers two promotions: one, a three year price guarantee and two, a discount for the first 12 months of service. Our website advertises a $49.99 price for the America’s Top 120 Plus package under the three-year price guarantee offer and a $49.99 price for the America’s Top 250 package under the 12-month introductory savings offer. Please be advised that both offers disclose that a credit qualification is required. Your service was activated on February 5, 2016, with a 24-month commitment under our Flex 24 promotion. Although this is a pay-in-advance promotion, it qualified for the same promotional offers. The offer that was selected on your account was the three-year price guarantee. A review of the sales call did not find that the America’s Top 250 package was requested or discussed. In fact, the agent disclosed that your monthly rate would be $49.99 for the America’s Top 120 Plus package. Additionally, the agent told you that NBA TV was not available in your package, but you would have access to the NBA League Pass. When I spoke with you by phone today, I offered to upgrade your package to the America’s Top 200 (regularly $79.99). Although the package is $15.00 more a month, I agreed to apply a $15.00 credit to your account for 12 months. Once the credit ends, the promotional price of $64.99 will apply for the package. You accepted my 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, 6:30 am – 3:00 pm MDT ###-###-#### Tell us why here...
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. As long as all balances have been removed and my account stays closed with the company. I have returned the equipment as directed.
Sincerely,
[redacted]
October 31, 2016 Dear Ms. [redacted]: On October 26, 2016, we received your complaint, dated October 23, 2016, filed with the Revdex.com. My attempts to reach you by phone on October 27, 28 and 31, 2016, have been unsuccessful; however, I was able to leave...
a voice message on each attempt. You said that when your account was closed you had a credit balance of $100.32 and you haven’t received a refund. You requested that we provide you with a refund. A refund of $100.32 has been submitted; please allow five to seven business days for the funds to be placed on the credit card account they were debited from. 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 ###-###-####
September 23, 2016 Dear Mr. [redacted]: On September 15, 2016, we received your complaint, dated September 14, 2016, filed with the Revdex.com. You indicated that you experienced technical issues that were not resolved and as a result, you...
disconnected your service. You disputed the $240.00 early termination fee that was applied to your account. In addition, you mentioned your dissatisfaction with the customer service you received. Our records reveal that technical issues were reported. When I spoke with you by telephone today, I apologized for the inconvenience and I reversed the $240.00 early termination fee and submitted a refund. We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to you as a DISH Network customer. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
Initial Business Response /* (1000, 5, 2015/06/26) */
June 24, 2015
Ms. [redacted]
16 [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.
You expressed dissatisfaction with the customer service that you received when you contacted us to restart your service.
We strive to provide excellent service and regret that your experience was unfavorable, and we appreciate that you have brought this to our attention so that we [redacted] address it internally with the appropriate personnel.
Our records confirm that your service was restarted on June 17, 2015, when you made a payment of $173.00. We also show that a credit of $50.00 was applied to your account.
When I spoke with you by phone on June 23, 2015, I advised you that I applied a credit of $110.67 to your account for your inconvenience. This will cover your service through July 18, 2015.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 24, 2015, we received your correspondence, dated April 23, 2015, filed with...
the Revdex.com.
You stated that you have experienced unresolved service issues since the installation of your equipment. This led you to disconnect your service a month after it was installed. You requested that your early termination fee be waived and you would like the equipment picked up.
When we spoke today, I agreed to waive your early termination fee and waived the return shipping fees. As a result, your account balance is now zero. Additionally, I requested that the $504.22 charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]