March 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 12, 2018, we received your rebuttal, dated March 6, 2018, filed with the Revdex.com. You disputed my previous response because I informed you that your telephone service is a [redacted] issue. You mentioned that you called DISH Network, it was a DISH Network vehicle, and the technicians identified themselves as from DISH Network. Our records reveal that you initially contacted DISH Network and the [redacted] service was established through us. However, that is the only time our technicians were scheduled. During our sales call, there was no mention of porting a telephone number as we do not provide telephone service. I reviewed the call on February 13, 2018, and you were advised to contact [redacted] directly concerning this matter. The agent transferred to the call to [redacted] and provided you with their direct phone number (866-347-3292) for future use. As previously advised, DISH Network did not schedule any other technician visits and we do not have a $125.00 technician fee. Also, as I previously advised you, once the satellite dish is installed, it becomes your property; it is not leased equipment, and it does not need to be returned. We regret that you do not agree with our findings. 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]
September 30, 2016 Dear Mr. [redacted]: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You stated that you recently disconnected your DISH Network service. You indicated you were billed for a...
[redacted] model receiver that you purchased and request that this charge be reversed. You would also like the $16.65 credit balance refunded. When we spoke today, I advised you that I corrected the status of your receiver and reversed the charge. Additionally, I have requested a refund for the $16.65 credit balance. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
[redacted] Dear Ms. [redacted]: On March 3, 2016, we received your complaint, dated March 1, 2016, filed with the Revdex.com. You requested to have your brother’s account disconnection backdated because of his passing. When we spoke, I advised you that I applied a credit and refund of $85.65 to Mr. [redacted] account. Please accept our sincere condolences for your loss. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
August 25, 2016 Dear Ms. [redacted]: On August 24, 2016, we received your complaint, dated August 23, 2016, filed with the Revdex.com. You said you were billed twice for a surge protector and you expressed concern with the monthly billing. You...
disputed the early termination fee and collection attempts. You also mentioned the Tribune Broadcasting (owner of WREG) takedown. You requested a refund and asked that DISH Network cease contact with you. When we spoke today, I advised you that you were billed $29.99 for two separate items; one surge protector and one HDMI cable. These fees are accurate. I reviewed the recorded calls and online chats. I found that our agents provided you and your husband with a full explanation of your concerns. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I enclosed a copy of your signed DHA agreement for your records. This promotion has a two-year price guarantee for the core programming package of the America’s Top 200 with DVR service at $64.99 per month before tax. This promotion requires eAutoPay. When you agreed to eAutoPay, you authorized DISH Network to collect the full amount due every month. We provided you with HBO, Showtime, Starz, Cinemax and the DISH Movie Pack free for three months along with the Protection Plan free for six months. When the free service ended you were billed the regular price for programming. Your March 2016 bill included the premium channels for the service period of March 24, 2016, through April 23, 2016, for a total of $135.63. Please note that the free premium channel offer ended on March 24, 2016. Per your request, the premium channels were removed on April 7, 2016, and a prorated credit of $33.96 was applied to your account. As a result, the system collected $99.29 for service rendered through April 24, 2016. I regret any confusion. Because this payment was disputed with your financial institution, your service was disconnected due to nonpayment. You were then billed for an early termination fee, as the service was disconnected prior to the promotional fulfillment date. Also, due to the disconnection, the promotional credits were forfeited. Since you made a payment of $78.76, your service was restored and the early termination fee was removed. Per your husband’s request, your programming package was downgraded to the Smart Pack. The $99.29 chargeback was reversed on April 25, 2016, and this credit was applied toward programming on your DISH Network account; therefore, no refund is warranted. On June 12, 2016 (the disconnection date), your husband said he was canceling the service due to the Tribune Broadcasting takedown. We disclose in all our agreements that DISH Network reserves the right to change programming at any time. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. Although the early termination fee is valid, I made an exception and reduced it by half to $190.00. We ask that the remaining balance of $210.62 be paid. I added your contact information to the DISH Network internal Do Not Contact List and I requested that the collection agency to cease contact with 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: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
[redacted] Dear Ms. [redacted]: On May 20, 2016, we received your complaint, dated May 20, 2016, filed with the Revdex.com. You maintain that the offer on our website is not being honored even though it does not stipulate that it is for new customers only. You would like for DISH Network to provide you with the advertised price of $49.99 for two years. Please be advised that the advertised offer is for new customers only and does not apply to existing customers. As with all new customers, you were provided with a new customer promotion when your service was activated on June 20, 2014. When I spoke with you by phone on May 20, 2016, I advised you that we are unable to provide you with the promotional price. As you requested, I disconnected your service. An early termination fee of $20.00 was applied to your account because you had one month left in your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
June 2, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your complaint, dated May 24, 2016, filed with the Revdex.com. You stated that you did not agree to place your DISH Network account on DISH Pause and you were charged for service you did not receive. I attempted to reach you at [redacted] on May 31, 2016, but it was a business number: there was no option to reach you directly. Therefore, I attempted to contact you at (404) 793-9112 on May 31, 2016, and June 1 and 2, 2016, and I left three voicemails. In my last message, I advised you that a review of your call made on August 2, 2015, revealed that you did agree to place your account on DISH Pause and you advised the agent with whom you spoke that you were moving to another location in six months and you would restore your service then. The agent advised you that your service would be automatically restored in nine months’ time. DISH Network also sent you emails advising you that DISH Pause was ending and we sent you a notice of your balance and the upcoming debit via automatic payment. Our records indicate that an agent with our Office of the President waived your early termination fee, as a courtesy, and they refunded you $84.95. As you agreed to place your account on DISH Pause and as we notified you of your balance and the end of DISH Pause, and as we provided service, whether you used it or not, I am unable to honor your request for an additional refund. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
[redacted]
Dear Mr. [redacted]:
On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com.
You said that you...
were provided misinformation from PlanetDISH.com and that you were released from DISH Network's 24-month agreement. You are now disputing a withdrawal of $9.00 from your credit card account.
A review of your DISH Network account reveals that the $8.45 debit was for service rendered. When the account was established, you enrolled in Credit Card Autopay (CCA). Enrollment in CCA authorizes us to debit your credit card account for any charges. Since there was a balance due, a payment was withdrawn. Your credit card account information has since been removed.
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
###-###-####
[redacted]
August 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On August 8, 2017, we received your complaint, dated August 7, 2017, filed with the Revdex.com. You said that you were told the balance of $10.89 would be removed from our account in November 2016. You disputed the balance and requested that this collection be removed from your credit report. When we spoke today, I informed you that you were billed $10.89 for an equipment return fee. Please note that we bill for service in advance. The $5.00 Refer-A-Friend credit was reversed on your bill, as the credit was for future service. I regret any confusion. I removed the equipment return fee from your account. As of August 10, 2017, your account has a zero balance. This information will be removed from your credit file. Please allow eight weeks for processing. We appreciate your feedback and your concerns will be investigated internally. 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 [redacted]. Sincerely, [redacted]
[redacted] Dear Ms. [redacted]: On February 19, 2018, we received your complaint, dated February 17, 2018, filed with the Revdex.com. You expressed concern with the fee for a technician to be sent to your home. You maintain that your receiver has not worked properly since it was installed and you have received no assistance from our Customer Service Department. Your DISH Network service was activated on May 23, 2017, with a 24-month commitment. Our records show that we were not contacted until January 17, 2018, about technical issues with your service, and then again on February 8, 2018. Please be advised that troubleshooting by phone is required when a customer contacts us to report technical issues. If an issue cannot be fixed by phone, a technician visit will be required. The regular cost of a technician visit is $95.00. However, the application of the DISH Protect Silver Plan ($8.99 a month) to your account will reduce the cost of a technician visit to $10.00. The plan also provides the customer with free shipping on any equipment that needs to be exchanged. When I spoke with you by phone on February 21, 2018, I offered to ship you a replacement receiver or to send a technician to your home for free. You agreed to a technician visit. The appointment is scheduled for February 24, 2018. I also applied a credit of $14.00 to your account for two months of the additional receiver fee. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
One guy said we keep all recorded calls. After 7 minutes, he couldn't find it. (what took so long?) Then they tell me they started saving them right after our arrangement. Now they are making up what was said in that call. I assure you, none of the details were mentioned. It was a straight, what you are getting, plus HBO, for $43.49, for 25 months, period.
Initial Business Response /* (1000, 5, 2015/06/11) */
June 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 9, 2015, we received your complaint, dated June 8, 2015, filed with the...
Revdex.com.
You maintain that you are not receiving the monthly rate of $30.68 that you agreed to for 24 months. You also expressed concern with the early termination fee to disconnect your service.
Your service was activated on May 9, 2014, with a 24-month commitment. Your promotion included a $25.00 discount for the first 12 months and you received the Protection Plan (previously $7.00) free for four months.
On September 9, 2014, the promotional offer for the Protection Plan ended. Since you opted to keep the service, you began to be billed the regular service charge of $8.00, making your monthly rate $37.99 plus tax.
Our prices are not guaranteed because we reserve the right to change prices at any time. On January 30, 2015, the price of the America's Top 120 package was increased by $5.00.
Your service was placed on DISH Pause on October 1, 2014. Please be advised that placing your service on DISH Pause forfeits the promotional discounts on your account. As a result, when DISH Pause was removed on February 25, 2015, you began to be billed the regular service charges of $67.99 plus tax.
As a courtesy, credits totaling $25.00 were applied to your account for six months. An additional $5.00 monthly credit was applied on April 24, 2015, for six months. These credits reduce your monthly rate to $37.99 plus tax and will fulfill the initial 12-month promotional discount.
When I spoke with you by phone today, I advised you that your 24-month commitment and current monthly charges are valid. We are unable to honor your request for a refund or compensate you for your time.
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 Consumer Rebuttal /* (3000, 12, 2015/07/02) */
Hello.
I would like to re-open this claim if possible,
I have more information, I would like to provide.
Thank you in advance
July 19, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com. You maintain that channels were removed from your current programming package and placed in a higher- priced package without notification. You would like the channels reinstated or to be released from your term commitment. Your service was activated on September 30, 2015, with a 24-month commitment. Enclosed is a copy of your 24-month agreement wherein we disclose that we reserve the right to change our programming packages at any time. Your service was initially activated with the America’s Top 120 Plus package. On May 15, 2016, your package was changed to the DISH Latino Dos package. Although you did not provide specific information about the channels in question, a review of your account shows that you previously contacted us regarding the National Geographic and BBC channels. Please be advised that these channels were only included in the America’s Top 200 package or higher; however, these channels were available to everyone while they were on a free preview. The National Geographic channel was on a free preview from April 14, 2016, through May 10, 2016, and BBC was on a free preview from May 19, 2016, through July 5, 2016. The National Geographic channel was moved to our America’s Top 120 package on June 29, 2016. It is also available in your current programming package. If you would like to receive BBC, you will have to subscribe to the America’s Top 200 package or Latino Max When I spoke with you by phone on July 18, 2016, I advised you that we are unable to honor your request to waive your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
Initial Business Response /* (1000, 7, 2015/09/16) */
September 15, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On July 28, 2015, we received your complaint, dated August 24, 2015, filed with the...
Revdex.com.
You expressed concern with the technical issues you experienced with your [redacted] and requested a refund.
We forwarded your complaint to [redacted] and they informed us that they apologized for the inconvenience and offered a $5.00 refund for the technical issues you experienced. They have not received a response from you.
I enclosed a copy of their offer 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: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a hard one. I accept the refund, but you still haven't resolved the issues I stated in my complaint. I'm still having problems with audio, outages, freezing and constant buffering. What's it going to take to get you to fix these? I'm going into my third month. This is getting ridiculous!!
Final Business Response /* (4000, 11, 2015/10/06) */
October 6, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your complaint, dated September 21, 2015, filed with the Revdex.com.
You continue to express concern with some technical issues you experienced with [redacted].
[redacted] has notified us that they are continually working to improve their service. Enclosed is a copy of [redacted]'s response.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 13, 2015/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March 4, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You expressed further concern with the promotional offers that you received. You also requested that your service be canceled and that no further charges are applied. As previously advised, the offers that you received were special offers for existing customers. As you requested, your service was disconnected on March 1, 2016. A refund of $73.29 was applied to your credit card account on the same day for your overpayment. Boxes for the return of the equipment were shipped to your home. Please allow five days for delivery. No additional charges will apply pending the return of the equipment. 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 (720) 514-7291 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You expressed concern that you receive mailed advertisements at your residential address as well as the PO Box mentioned above. You requested that we cease sending you mailed advertisements. 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 PO Box address on our Do Not Contact list. However, since you did not provide your residential address, I was unable to place that address on our Do Not Contact list. Additionally, 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 [redacted]
[redacted] 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 [redacted] 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 (720) 514-7307. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
[redacted] Dear Ms. [redacted]: On March 13, 2018, we received your complaint, dated March 12, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account and the debit of $275.50 that was applied to your credit card account. You maintain that your term commitment was fulfilled. You also stated the debit was unauthorized and the credit card account that was charged was not provided to DISH Network. In addition, you said that your name is not on the account and you did not receive a call back. Please be advised that you are listed as a joint account holder on the account. Our records show that a 24-month commitment was added to your account on April 15, 2017, when your equipment was upgraded with our DISH’n It Up promotion. A review of the customer service call from April 11, 2017, found that the term commitment was disclosed to your fiancé when he contacted us to request an additional receiver. Enclosed is a copy of the agreement for your review. Your service was disconnected on February 28, 2018. Since your term commitment was not fulfilled, an early termination fee of $280.00 was applied to your account. As your account was enrolled in Credit Card AutoPay, this amount was debited from the credit card account on file on March 11, 2018. Our records confirm that your bank authorized the debit and they provided us with your new credit card account information. When I spoke with you by phone on March 14, 2018, I advised you that the charge is valid. You did not agree. We appreciate that you brought your customer service concern to our attention, so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 6, 2015/11/03) */
October 29, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 23, 2015, we received your correspondence, dated October 23, 2015, filed...
with the Revdex.com.
You stated that you purchased your DISH Network TV service and dishNET internet service from Dish Express, an independent retail service provider. You indicated that you did not receive the rate that you were quoted and you were under the impression that the internet access was unlimited. The internet is not meeting your requirements for school. This led you to disconnect both services, and you requested that your early termination fees be waived.
When we spoke on October 23, 2015, I agreed to waive your early termination fee for the internet service due to the pricing and access issues. I informed you that the TV service is under a separate contract and I offered to restart your TV service. You declined my offer. I explained that there were no issues related to the TV service so I would be unable to waive the early termination fee. You accepted this resolution.
Since we last spoke, this matter was addressed with Dish Express.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When this resolution was discussed, we had agreed on $480 for the termination fee lwft to pay. Few days after we spoke to dish, we recived a bill for a higher price of $541.44. This higher price was nt agreed upon.
Final Business Response /* (4000, 10, 2015/11/11) */
November 9, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 9, 2015, we received your rebuttal, dated November 6, 2015, filed with the Revdex.com.
You indicated that DISH Network charged you $541.34 for your TV early termination fee. When we spoke you were told that the early termination fee was $480.00. You requested an explanation for the increased amount.
When we spoke today, I advised you that the additional $61.34 was for return shipping and the remaining balance on your account for services. As a courtesy, I offered to refund the $61.34. You accepted this 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: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On April 20, 2016, we received your correspondence, dated April 18, 2016, filed with the Revdex.com. You stated that DISH Network recently applied charges to your credit card account for early termination fees related to an account that does not belong to you. You requested that these charges be refunded. My three attempts to contact you at [redacted] on April 20, 21 and 25, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@AOL.COM (copy enclosed), but I have not received a response. I have reviewed the sales call during which the account was initiated. You contacted DISH Network to establish service, providing your Social Security Number and credit card information, on July 3, 2015. Our records also indicate that you signed the contract when the service was installed. 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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
March 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 12, 2018, we received your rebuttal, dated March 6, 2018, filed with the Revdex.com. You disputed my previous response because I informed you that your telephone service is a [redacted] issue. You mentioned that you called DISH Network, it was a DISH Network vehicle, and the technicians identified themselves as from DISH Network. Our records reveal that you initially contacted DISH Network and the [redacted] service was established through us. However, that is the only time our technicians were scheduled. During our sales call, there was no mention of porting a telephone number as we do not provide telephone service. I reviewed the call on February 13, 2018, and you were advised to contact [redacted] directly concerning this matter. The agent transferred to the call to [redacted] and provided you with their direct phone number (866-347-3292) for future use. As previously advised, DISH Network did not schedule any other technician visits and we do not have a $125.00 technician fee. Also, as I previously advised you, once the satellite dish is installed, it becomes your property; it is not leased equipment, and it does not need to be returned. We regret that you do not agree with our findings. 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]
September 30, 2016 Dear Mr. [redacted]: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You stated that you recently disconnected your DISH Network service. You indicated you were billed for a...
[redacted] model receiver that you purchased and request that this charge be reversed. You would also like the $16.65 credit balance refunded. When we spoke today, I advised you that I corrected the status of your receiver and reversed the charge. Additionally, I have requested a refund for the $16.65 credit balance. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
March 7, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 3, 2016, we received your complaint, dated March 1, 2016, filed with the Revdex.com. You requested to have your brother’s account disconnection backdated because of his passing. When we spoke, I advised you that I applied a credit and refund of $85.65 to Mr. [redacted] account. Please accept our sincere condolences for your loss. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
August 25, 2016 Dear Ms. [redacted]: On August 24, 2016, we received your complaint, dated August 23, 2016, filed with the Revdex.com. You said you were billed twice for a surge protector and you expressed concern with the monthly billing. You...
disputed the early termination fee and collection attempts. You also mentioned the Tribune Broadcasting (owner of WREG) takedown. You requested a refund and asked that DISH Network cease contact with you. When we spoke today, I advised you that you were billed $29.99 for two separate items; one surge protector and one HDMI cable. These fees are accurate. I reviewed the recorded calls and online chats. I found that our agents provided you and your husband with a full explanation of your concerns. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I enclosed a copy of your signed DHA agreement for your records. This promotion has a two-year price guarantee for the core programming package of the America’s Top 200 with DVR service at $64.99 per month before tax. This promotion requires eAutoPay. When you agreed to eAutoPay, you authorized DISH Network to collect the full amount due every month. We provided you with HBO, Showtime, Starz, Cinemax and the DISH Movie Pack free for three months along with the Protection Plan free for six months. When the free service ended you were billed the regular price for programming. Your March 2016 bill included the premium channels for the service period of March 24, 2016, through April 23, 2016, for a total of $135.63. Please note that the free premium channel offer ended on March 24, 2016. Per your request, the premium channels were removed on April 7, 2016, and a prorated credit of $33.96 was applied to your account. As a result, the system collected $99.29 for service rendered through April 24, 2016. I regret any confusion. Because this payment was disputed with your financial institution, your service was disconnected due to nonpayment. You were then billed for an early termination fee, as the service was disconnected prior to the promotional fulfillment date. Also, due to the disconnection, the promotional credits were forfeited. Since you made a payment of $78.76, your service was restored and the early termination fee was removed. Per your husband’s request, your programming package was downgraded to the Smart Pack. The $99.29 chargeback was reversed on April 25, 2016, and this credit was applied toward programming on your DISH Network account; therefore, no refund is warranted. On June 12, 2016 (the disconnection date), your husband said he was canceling the service due to the Tribune Broadcasting takedown. We disclose in all our agreements that DISH Network reserves the right to change programming at any time. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. Although the early termination fee is valid, I made an exception and reduced it by half to $190.00. We ask that the remaining balance of $210.62 be paid. I added your contact information to the DISH Network internal Do Not Contact List and I requested that the collection agency to cease contact with 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: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
May 23, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 20, 2016, we received your complaint, dated May 20, 2016, filed with the Revdex.com. You maintain that the offer on our website is not being honored even though it does not stipulate that it is for new customers only. You would like for DISH Network to provide you with the advertised price of $49.99 for two years. Please be advised that the advertised offer is for new customers only and does not apply to existing customers. As with all new customers, you were provided with a new customer promotion when your service was activated on June 20, 2014. When I spoke with you by phone on May 20, 2016, I advised you that we are unable to provide you with the promotional price. As you requested, I disconnected your service. An early termination fee of $20.00 was applied to your account because you had one month left in your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
June 2, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your complaint, dated May 24, 2016, filed with the Revdex.com. You stated that you did not agree to place your DISH Network account on DISH Pause and you were charged for service you did not receive. I attempted to reach you at [redacted] on May 31, 2016, but it was a business number: there was no option to reach you directly. Therefore, I attempted to contact you at (404) 793-9112 on May 31, 2016, and June 1 and 2, 2016, and I left three voicemails. In my last message, I advised you that a review of your call made on August 2, 2015, revealed that you did agree to place your account on DISH Pause and you advised the agent with whom you spoke that you were moving to another location in six months and you would restore your service then. The agent advised you that your service would be automatically restored in nine months’ time. DISH Network also sent you emails advising you that DISH Pause was ending and we sent you a notice of your balance and the upcoming debit via automatic payment. Our records indicate that an agent with our Office of the President waived your early termination fee, as a courtesy, and they refunded you $84.95. As you agreed to place your account on DISH Pause and as we notified you of your balance and the end of DISH Pause, and as we provided service, whether you used it or not, I am unable to honor your request for an additional refund. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
[redacted]
Dear Mr. [redacted]:
On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com.
You said that you...
were provided misinformation from PlanetDISH.com and that you were released from DISH Network's 24-month agreement. You are now disputing a withdrawal of $9.00 from your credit card account.
A review of your DISH Network account reveals that the $8.45 debit was for service rendered. When the account was established, you enrolled in Credit Card Autopay (CCA). Enrollment in CCA authorizes us to debit your credit card account for any charges. Since there was a balance due, a payment was withdrawn. Your credit card account information has since been removed.
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
###-###-####
[redacted]
August 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On August 8, 2017, we received your complaint, dated August 7, 2017, filed with the Revdex.com. You said that you were told the balance of $10.89 would be removed from our account in November 2016. You disputed the balance and requested that this collection be removed from your credit report. When we spoke today, I informed you that you were billed $10.89 for an equipment return fee. Please note that we bill for service in advance. The $5.00 Refer-A-Friend credit was reversed on your bill, as the credit was for future service. I regret any confusion. I removed the equipment return fee from your account. As of August 10, 2017, your account has a zero balance. This information will be removed from your credit file. Please allow eight weeks for processing. We appreciate your feedback and your concerns will be investigated internally. 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 [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
February 22, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 19, 2018, we received your complaint, dated February 17, 2018, filed with the Revdex.com. You expressed concern with the fee for a technician to be sent to your home. You maintain that your receiver has not worked properly since it was installed and you have received no assistance from our Customer Service Department. Your DISH Network service was activated on May 23, 2017, with a 24-month commitment. Our records show that we were not contacted until January 17, 2018, about technical issues with your service, and then again on February 8, 2018. Please be advised that troubleshooting by phone is required when a customer contacts us to report technical issues. If an issue cannot be fixed by phone, a technician visit will be required. The regular cost of a technician visit is $95.00. However, the application of the DISH Protect Silver Plan ($8.99 a month) to your account will reduce the cost of a technician visit to $10.00. The plan also provides the customer with free shipping on any equipment that needs to be exchanged. When I spoke with you by phone on February 21, 2018, I offered to ship you a replacement receiver or to send a technician to your home for free. You agreed to a technician visit. The appointment is scheduled for February 24, 2018. I also applied a credit of $14.00 to your account for two months of the additional receiver fee. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
One guy said we keep all recorded calls. After 7 minutes, he couldn't find it. (what took so long?) Then they tell me they started saving them right after our arrangement. Now they are making up what was said in that call. I assure you, none of the details were mentioned. It was a straight, what you are getting, plus HBO, for $43.49, for 25 months, period.
Initial Business Response /* (1000, 5, 2015/06/11) */
June 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 9, 2015, we received your complaint, dated June 8, 2015, filed with the...
Revdex.com.
You maintain that you are not receiving the monthly rate of $30.68 that you agreed to for 24 months. You also expressed concern with the early termination fee to disconnect your service.
Your service was activated on May 9, 2014, with a 24-month commitment. Your promotion included a $25.00 discount for the first 12 months and you received the Protection Plan (previously $7.00) free for four months.
On September 9, 2014, the promotional offer for the Protection Plan ended. Since you opted to keep the service, you began to be billed the regular service charge of $8.00, making your monthly rate $37.99 plus tax.
Our prices are not guaranteed because we reserve the right to change prices at any time. On January 30, 2015, the price of the America's Top 120 package was increased by $5.00.
Your service was placed on DISH Pause on October 1, 2014. Please be advised that placing your service on DISH Pause forfeits the promotional discounts on your account. As a result, when DISH Pause was removed on February 25, 2015, you began to be billed the regular service charges of $67.99 plus tax.
As a courtesy, credits totaling $25.00 were applied to your account for six months. An additional $5.00 monthly credit was applied on April 24, 2015, for six months. These credits reduce your monthly rate to $37.99 plus tax and will fulfill the initial 12-month promotional discount.
When I spoke with you by phone today, I advised you that your 24-month commitment and current monthly charges are valid. We are unable to honor your request for a refund or compensate you for your time.
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 Consumer Rebuttal /* (3000, 12, 2015/07/02) */
Hello.
I would like to re-open this claim if possible,
I have more information, I would like to provide.
Thank you in advance
July 19, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com. You maintain that channels were removed from your current programming package and placed in a higher- priced package without notification. You would like the channels reinstated or to be released from your term commitment. Your service was activated on September 30, 2015, with a 24-month commitment. Enclosed is a copy of your 24-month agreement wherein we disclose that we reserve the right to change our programming packages at any time. Your service was initially activated with the America’s Top 120 Plus package. On May 15, 2016, your package was changed to the DISH Latino Dos package. Although you did not provide specific information about the channels in question, a review of your account shows that you previously contacted us regarding the National Geographic and BBC channels. Please be advised that these channels were only included in the America’s Top 200 package or higher; however, these channels were available to everyone while they were on a free preview. The National Geographic channel was on a free preview from April 14, 2016, through May 10, 2016, and BBC was on a free preview from May 19, 2016, through July 5, 2016. The National Geographic channel was moved to our America’s Top 120 package on June 29, 2016. It is also available in your current programming package. If you would like to receive BBC, you will have to subscribe to the America’s Top 200 package or Latino Max When I spoke with you by phone on July 18, 2016, I advised you that we are unable to honor your request to waive your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
Initial Business Response /* (1000, 7, 2015/09/16) */
September 15, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On July 28, 2015, we received your complaint, dated August 24, 2015, filed with the...
Revdex.com.
You expressed concern with the technical issues you experienced with your [redacted] and requested a refund.
We forwarded your complaint to [redacted] and they informed us that they apologized for the inconvenience and offered a $5.00 refund for the technical issues you experienced. They have not received a response from you.
I enclosed a copy of their offer 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: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a hard one. I accept the refund, but you still haven't resolved the issues I stated in my complaint. I'm still having problems with audio, outages, freezing and constant buffering. What's it going to take to get you to fix these? I'm going into my third month. This is getting ridiculous!!
Final Business Response /* (4000, 11, 2015/10/06) */
October 6, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your complaint, dated September 21, 2015, filed with the Revdex.com.
You continue to express concern with some technical issues you experienced with [redacted].
[redacted] has notified us that they are continually working to improve their service. Enclosed is a copy of [redacted]'s response.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 13, 2015/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March 4, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You expressed further concern with the promotional offers that you received. You also requested that your service be canceled and that no further charges are applied. As previously advised, the offers that you received were special offers for existing customers. As you requested, your service was disconnected on March 1, 2016. A refund of $73.29 was applied to your credit card account on the same day for your overpayment. Boxes for the return of the equipment were shipped to your home. Please allow five days for delivery. No additional charges will apply pending the return of the equipment. 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 (720) 514-7291 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
March 30, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You expressed concern that you receive mailed advertisements at your residential address as well as the PO Box mentioned above. You requested that we cease sending you mailed advertisements. 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 PO Box address on our Do Not Contact list. However, since you did not provide your residential address, I was unable to place that address on our Do Not Contact list. Additionally, 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 [redacted]
[redacted] 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 [redacted] 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 (720) 514-7307. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
March 15, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 13, 2018, we received your complaint, dated March 12, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account and the debit of $275.50 that was applied to your credit card account. You maintain that your term commitment was fulfilled. You also stated the debit was unauthorized and the credit card account that was charged was not provided to DISH Network. In addition, you said that your name is not on the account and you did not receive a call back. Please be advised that you are listed as a joint account holder on the account. Our records show that a 24-month commitment was added to your account on April 15, 2017, when your equipment was upgraded with our DISH’n It Up promotion. A review of the customer service call from April 11, 2017, found that the term commitment was disclosed to your fiancé when he contacted us to request an additional receiver. Enclosed is a copy of the agreement for your review. Your service was disconnected on February 28, 2018. Since your term commitment was not fulfilled, an early termination fee of $280.00 was applied to your account. As your account was enrolled in Credit Card AutoPay, this amount was debited from the credit card account on file on March 11, 2018. Our records confirm that your bank authorized the debit and they provided us with your new credit card account information. When I spoke with you by phone on March 14, 2018, I advised you that the charge is valid. You did not agree. We appreciate that you brought your customer service concern to our attention, so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 6, 2015/11/03) */
October 29, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 23, 2015, we received your correspondence, dated October 23, 2015, filed...
with the Revdex.com.
You stated that you purchased your DISH Network TV service and dishNET internet service from Dish Express, an independent retail service provider. You indicated that you did not receive the rate that you were quoted and you were under the impression that the internet access was unlimited. The internet is not meeting your requirements for school. This led you to disconnect both services, and you requested that your early termination fees be waived.
When we spoke on October 23, 2015, I agreed to waive your early termination fee for the internet service due to the pricing and access issues. I informed you that the TV service is under a separate contract and I offered to restart your TV service. You declined my offer. I explained that there were no issues related to the TV service so I would be unable to waive the early termination fee. You accepted this resolution.
Since we last spoke, this matter was addressed with Dish Express.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When this resolution was discussed, we had agreed on $480 for the termination fee lwft to pay. Few days after we spoke to dish, we recived a bill for a higher price of $541.44. This higher price was nt agreed upon.
Final Business Response /* (4000, 10, 2015/11/11) */
November 9, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 9, 2015, we received your rebuttal, dated November 6, 2015, filed with the Revdex.com.
You indicated that DISH Network charged you $541.34 for your TV early termination fee. When we spoke you were told that the early termination fee was $480.00. You requested an explanation for the increased amount.
When we spoke today, I advised you that the additional $61.34 was for return shipping and the remaining balance on your account for services. As a courtesy, I offered to refund the $61.34. You accepted this 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: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
April 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 20, 2016, we received your correspondence, dated April 18, 2016, filed with the Revdex.com. You stated that DISH Network recently applied charges to your credit card account for early termination fees related to an account that does not belong to you. You requested that these charges be refunded. My three attempts to contact you at [redacted] on April 20, 21 and 25, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@AOL.COM (copy enclosed), but I have not received a response. I have reviewed the sales call during which the account was initiated. You contacted DISH Network to establish service, providing your Social Security Number and credit card information, on July 3, 2015. Our records also indicate that you signed the contract when the service was installed. 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]