Initial Business Response /* (1000, 10, 2015/09/25) */
September 17, 2015
Ms. [redacted]
[redacted] Dr.
Elgin, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 15, 2015, we received your complaint, dated September 14, 2015,...
filed with the Revdex.com.
You mentioned the following concerns:
Equipment
Internet service
Returned payment
Account credits
Term commitment
Although you stated that your initial service order did not include the three receivers that you initially requested, your installation order was corrected and three receivers were installed.
You said that you were supposed to be provided with internet service. Our records reveal that internet service is not available at your address. We apologize for any miscommunication regarding the availability of the service.
You expressed concern with the returned check on your account. You maintain that the information was entered incorrectly, which resulted in your promotional offers being removed. Your initial check payment of $50.00 was returned on August 27, 2015, for the following reason: no account/unable to locate. Since the returned payment caused your service to be disconnected, the promotional offers included with your service were forfeited.
You disputed the early termination fee to disconnect your service. Your service was activated on August 27, 2015, with a 24-month commitment. When I spoke with you by phone today, I advised you that I waived the term commitment on your account. You will not be charged an early termination fee if you choose to disconnect your service.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
Mr. [redacted] I apologize, DISH called me posing as you to get me to comply with them, I am and was unaware that Revdex.com does not make calls or at the least make 3 way calls. I need your help DISH is full of fraud, they have continued to lie. I do NOT want to accept their offer I recant my approval of the...
offer due to being told that it was you Mr. [redacted] that was on the phone telling me my options. I do NOT want their $45.00 credit on the account bill under the name [redacted]. Once again I am his daughter who made a 1 time payment and in exchange they saved my card and charged me again. I still want the funds that they shorted me for every single day I had to deal with their lies runaround and careless mistakes. Once again I defiantly want to recant the offer I do not want it.
[redacted]
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On August 28, 2017, we received your complaint, dated August 25, 2017, filed with the Revdex.com. You disputed the balance of $156.88 on your DISH Network account. I was unable to reach you by phone, as the contact phone number listed on your compliant was invalid. I sent an email to [redacted] on September 1, 2017. Our records reveal that you were billed for unreturned leased equipment. When you called on August 25, 2017, our agent removed the equipment fees from the account. As of August 25, 2017, your account is at a zero balance. 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]
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 18, 2015, we received your correspondence, dated August 17, 2015,...
filed with the Revdex.com.
You indicated that you recently disconnected your DISH Network service due to the increased monthly cost. There is an outstanding balance on the account of $38.17 that you do not feel you owe. You have made several unsuccessful attempts to resolve this issue and you requested that this be corrected.
When we spoke today, I confirmed that a credit you were promised in August 2014 was not applied to your account. I agreed to remove the $38.17 balance on your account. 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]
December 1, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On December 1, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You said that when you called in to inquire about disconnecting your account, you were told that your early termination fee would be $90.00. However, when you called back you were told that the early termination fee would be $160.00. You asked that we honor the original fee of $90.00 that you were quoted. When we spoke by phone, I told you that I will meet your request and ensure that your early termination fee is $90.00. At your request, I disconnected your account and provided you with the equipment return disclosures. I also advised you that your finial balance is $79.20. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com. You said that you received a DISH Network advertisement offering a 2-year Price Lock and a $50.00 gift card. However, you were told you must wait 60 days from...
the disconnection date of your previous account to participate in this promotion. When we spoke on January 21, 2016, I told you the advertisement you referenced was not included for review with your correspondence. I informed you that all DISH Network advertisements disclose that restrictions may apply. We were unable to set up a new customer account, as you were in the middle of your move. Our attempts reach one another on January 22 and 25, 2016, were unsuccessful. Please contact me directly during my office hours so that I may set up a new account with the Price Lock promotion and $50.00 gift card. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 5, 2015/09/08) */
September 3, 2015
Mr. [redacted]
[redacted]
Joplin, MO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed...
with the Revdex.com.
You disputed the early termination fee associated with your DISH Network account. You indicated that you were not provided with correct information during your sales call.
When we spoke, I advised you that your early termination fee was waived on August 26, 2015, by an agent with our Office of the President. As there seemed to be some confusion about the capabilities of the internet service, I made an exception and refunded the two payments applied to your account totaling $110.50.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was also told that I would not have to return any of the equipment that was previously furnished by Dish Network.
Final Business Response /* (4000, 9, 2015/09/29) */
September 22, 2015
Mr. [redacted]
[redacted]
Joplin, MO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 14, 2015, filed with the Revdex.com.
You said that you were advised that you did not have to return any of the leased equipment associated with your dishNET account.
When we spoke, I requested more information concerning your statement as our records indicate that we received your leased modem on August 24, 2015, and I waived the TRIA from your account.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. You maintain that when you called us on June 15, 2016, to try to negotiate a price match for a DIRECTV offer, the agent told you there would be no charge to disconnect the service. This account was established on April 9, 2015, under the Digital Home Advantage 24-month agreement (copy enclosed). Since you did not fulfill the commitment, you were charged a $200.00 early termination fee. When I spoke with you by telephone today, I informed you that a review of the call on June 15, 2016, reveals that the early termination fee was not discussed and you were not told it would be waived. The fee remains valid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
[redacted] Dear Ms. [redacted]: On January 25, 2016, we received your complaint, dated January 25, 2016, filed with the Revdex.com. You indicated that you have not received your refund because it was sent to the incorrect address. You would like the refund check to be reissued to the correct address immediately. Our records show that a refund check of $635.00 was issued on January 6, 2016. Please be advised that a request to reissue the check cannot be made until 30 days after the initial check was mailed. This is to ensure that the check is not cashed. When I spoke with you by phone on January 27, 2016, I advised you that I submitted a request to reissue the check before the 30-day window. I will follow up with you once a new check is mailed. 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] [redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 26, 2015
Ms. [redacted]
112 E. Side Cir., Apt. 55
Ashland, AL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with...
the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on June 24, 25 and 26, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the payment of $83.36 that was debited from your checking account. You indicated that you made a credit card payment for the same amount to avoid the debit. You also said that the debit caused you to incur an overdraft fee and you have not received a refund as promised.
A review of your account shows that your credit card payment of $83.36 was received on June 6, 2015. Because your checking account is enrolled in AutoPay, a payment of $83.36 was also debited from your checking account on June 7, 2015.
To avoid AutoPay from collecting a payment, the balance must be paid in full or AutoPay must be removed at least seven days before the scheduled due date.
Our records reveal that a refund of $83.36 was applied to your checking account on June 23, 2015. A refund of $30.00 for your overdraft fee was applied on June 25, 2015.
As a courtesy, a one-month credit of $83.36 was applied to your account for this issue.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Ana Gutierrez
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]
[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You stated that you began having issues with your DISH Network service in early February 2016. You contacted DISH Network several times to resolve the matter, as you experienced problems with the technician arriving to complete the appointment. Your attempts to correct the problem were unsuccessful and the customer service that you encountered did not meet your expectations, leading you to disconnect the service. You requested that the account balance be resolved, and written confirmation of such. Additionally, you would like an apology for your experience. When we spoke today, I advised you that your service problems were a result of your account being fraudulently accessed. Your account information was compromised, thereby causing your service issues and missed technician visits. I agreed to resolve the account balance and I confirmed that the account was disconnected. You accepted this resolution. We apologize for your experience. 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]
April 6, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On April 6, 2016, we received your rebuttal, dated April 5, 2016, filed with the Revdex.com. You expressed concern that when the DISH Network technician added the additional services I offered you, he asked you to sign a contract. You would like confirmation that you do not have a contract. Per our March 22, 2016, conversation and my March 24, 2016, response to your complaint, I waived the early termination fee associated with the contract. Please understand that signing the documentation presented by the technician is just standard procedure. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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]
Complaint: [redacted]
I am rejecting this response because:As stated in my previous response, Dish Network Rep on February 2017 call CLEARLY stated SHE LISTENED to the initial conversation between my wife and Dish Network upon upgrading our account etc.We are NOT going to accept any "TYPED" encrypted made up conversational documentation from Dish Network under ANY CIRCUMSTANCE. I am demanding the VOICE RECORDED conversation that the Dish Rep stated she HEARD of my wife's voice and Dish Customer Service.Feel free to use this document as ANY type of request for laughable "subpoena" request to Dish.So far, no response from faxed requests of the above mentioned.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On April 1, 2016, we received your complaint, dated March 31, 2016, filed with the Revdex.com. You said that you were not advised of the $50.00 activation fee, and that your account was disconnected because you declined to pay it. You requested that an adjustment be applied to your bill. When we spoke, I advised you that your initial payment to secure installation was returned to DISH Network. As such, your service was disconnected due to non-payment. I reviewed your sales call and found that you were aware of the $50.00 activation fee and you authorized the initial payment of $111.62, which included the fee. As a courtesy, I waived the $480.00 early termination fee; however, your remaining balance of $53.96 for the activation fee and service rendered remains, and we request that it be paid. 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:
January 10, 2017 Dear Mr. [redacted]: On January 4, 2017, we received your complaint, dated January 3, 2017, filed with the Revdex.com. Although I received your voicemails, my attempts to contact you by phone at ###-###-#### on January 4, 6 and 9,...
2017, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that you experienced technical issues with your TV service during cloudy days. You also stated that you were unable to view a complete show on your mobile device. You were enrolled in a 24-month commitment on February 16, 2016, when your equipment was upgraded through our DISH’n It Up promotion. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Aiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal. Please be advised that the ability to access the programming services through a mobile device is based on your internet connection. Our records do not show that you contacted us for assistance with either of the above-listed issues. Your service was canceled on December 31, 2016. Since your term commitment was not fulfilled, an early termination fee of $280.00 was applied to your account. You were also charged a $10.00 equipment return fee. I made an exception and reversed the fees on your account and I submitted a refund of $282.26 to your credit card account. Please allow up to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Dear Ms. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You disagree with my previous response. You requested that DISH Network reimburse you for the reconnection to another TV provider and you said you do not know the cost. You also indicated that you were told by a DISH Network agent to send in a copy of your bill. As explained, while we regret the inconvenience you may have experienced, we are unable to honor your request to reimburse you for having another TV provider installed. We have no record of the offer you described. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 10, 2015/09/25) */
September 18, 2015
Mr. [redacted]
Phoenix, AZ XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 15, 2015, we received your complaint, dated September 11, 2015,...
filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on September 16, 17 and 18, 2015, and I left three messages.
You are a former DISH Network employee and you maintain you were told that you are subject to an early termination fee. You requested equipment return boxes and you wanted to know your account balance.
DISH Network employees are not obligated to a term commitment. You are not in a term commitment and you will not be charged an early termination fee.
Boxes were shipped to the address on the account but since we have not received the equipment, you were charged for unreturned equipment ($397.00 plus tax). I updated the address to the address listed on your complaint and I requested that boxes be shipped to the updated address.
Once the equipment is received, the unreturned equipment fees will be removed. This will leave a programming balance due of $122.98.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/08) */
October 3, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 25, 2015, we received your correspondence, dated September 24, 2015,...
filed with the Revdex.com.
You said you had a house fire in January 2013, and you maintain you are being billed for service after this date.
I attempted to reach you at (XXX) XXX-XXXX on September 28 and 30, 2015, and October 1, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I have enclosed a copy of your signed DHA agreement for your records. Because your service was disconnected prior to the promotional fulfillment date, you were billed $280.00 (plus tax) for an early termination fee. You are not being billed for service.
I made an exception and reversed the early termination fee. As of September 28, 2015, your DISH Network account is at a zero balance. This information will be removed from your credit report. Please allow up to eight weeks for processing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 9, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 1, 2018, we received your complaint, dated January 31, 2018, filed with the Revdex.com. You maintain you were unaware of the two-year term commitment. You disputed the signature on the agreement, and the early termination fee. You established your service under the Digital Home Advantage promotion with a 24-month commitment through [redacted], an independent retailer. The sale of your service will be investigated internally. Please note that the signature that is gathered at the time of installation 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. Our records reveal that Mr. Carlos B[redacted], a DISH Network Dispute Resolution Specialist, spoke to [redacted] on your behalf on January 31, 2018. Mr. B[redacted] offered to reduce the early termination fee to $100.00, but she declined. If you would like to accept this offer, please contact me directly. 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]
Initial Business Response /* (1000, 10, 2015/09/25) */
September 17, 2015
Ms. [redacted]
[redacted] Dr.
Elgin, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 15, 2015, we received your complaint, dated September 14, 2015,...
filed with the Revdex.com.
You mentioned the following concerns:
Equipment
Internet service
Returned payment
Account credits
Term commitment
Although you stated that your initial service order did not include the three receivers that you initially requested, your installation order was corrected and three receivers were installed.
You said that you were supposed to be provided with internet service. Our records reveal that internet service is not available at your address. We apologize for any miscommunication regarding the availability of the service.
You expressed concern with the returned check on your account. You maintain that the information was entered incorrectly, which resulted in your promotional offers being removed. Your initial check payment of $50.00 was returned on August 27, 2015, for the following reason: no account/unable to locate. Since the returned payment caused your service to be disconnected, the promotional offers included with your service were forfeited.
You disputed the early termination fee to disconnect your service. Your service was activated on August 27, 2015, with a 24-month commitment. When I spoke with you by phone today, I advised you that I waived the term commitment on your account. You will not be charged an early termination fee if you choose to disconnect your service.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
Mr. [redacted] I apologize, DISH called me posing as you to get me to comply with them, I am and was unaware that Revdex.com does not make calls or at the least make 3 way calls. I need your help DISH is full of fraud, they have continued to lie. I do NOT want to accept their offer I recant my approval of the...
offer due to being told that it was you Mr. [redacted] that was on the phone telling me my options. I do NOT want their $45.00 credit on the account bill under the name [redacted]. Once again I am his daughter who made a 1 time payment and in exchange they saved my card and charged me again. I still want the funds that they shorted me for every single day I had to deal with their lies runaround and careless mistakes. Once again I defiantly want to recant the offer I do not want it.
September 5, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On August 28, 2017, we received your complaint, dated August 25, 2017, filed with the Revdex.com. You disputed the balance of $156.88 on your DISH Network account. I was unable to reach you by phone, as the contact phone number listed on your compliant was invalid. I sent an email to [redacted] on September 1, 2017. Our records reveal that you were billed for unreturned leased equipment. When you called on August 25, 2017, our agent removed the equipment fees from the account. As of August 25, 2017, your account is at a zero balance. 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]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 18, 2015, we received your correspondence, dated August 17, 2015,...
filed with the Revdex.com.
You indicated that you recently disconnected your DISH Network service due to the increased monthly cost. There is an outstanding balance on the account of $38.17 that you do not feel you owe. You have made several unsuccessful attempts to resolve this issue and you requested that this be corrected.
When we spoke today, I confirmed that a credit you were promised in August 2014 was not applied to your account. I agreed to remove the $38.17 balance on your account. 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]
December 1, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On December 1, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You said that when you called in to inquire about disconnecting your account, you were told that your early termination fee would be $90.00. However, when you called back you were told that the early termination fee would be $160.00. You asked that we honor the original fee of $90.00 that you were quoted. When we spoke by phone, I told you that I will meet your request and ensure that your early termination fee is $90.00. At your request, I disconnected your account and provided you with the equipment return disclosures. I also advised you that your finial balance is $79.20. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com. You said that you received a DISH Network advertisement offering a 2-year Price Lock and a $50.00 gift card. However, you were told you must wait 60 days from...
the disconnection date of your previous account to participate in this promotion. When we spoke on January 21, 2016, I told you the advertisement you referenced was not included for review with your correspondence. I informed you that all DISH Network advertisements disclose that restrictions may apply. We were unable to set up a new customer account, as you were in the middle of your move. Our attempts reach one another on January 22 and 25, 2016, were unsuccessful. Please contact me directly during my office hours so that I may set up a new account with the Price Lock promotion and $50.00 gift card. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 5, 2015/09/08) */
September 3, 2015
Mr. [redacted]
[redacted]
Joplin, MO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed...
with the Revdex.com.
You disputed the early termination fee associated with your DISH Network account. You indicated that you were not provided with correct information during your sales call.
When we spoke, I advised you that your early termination fee was waived on August 26, 2015, by an agent with our Office of the President. As there seemed to be some confusion about the capabilities of the internet service, I made an exception and refunded the two payments applied to your account totaling $110.50.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was also told that I would not have to return any of the equipment that was previously furnished by Dish Network.
Final Business Response /* (4000, 9, 2015/09/29) */
September 22, 2015
Mr. [redacted]
[redacted]
Joplin, MO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 14, 2015, filed with the Revdex.com.
You said that you were advised that you did not have to return any of the leased equipment associated with your dishNET account.
When we spoke, I requested more information concerning your statement as our records indicate that we received your leased modem on August 24, 2015, and I waived the TRIA from your account.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
June 27, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. You maintain that when you called us on June 15, 2016, to try to negotiate a price match for a DIRECTV offer, the agent told you there would be no charge to disconnect the service. This account was established on April 9, 2015, under the Digital Home Advantage 24-month agreement (copy enclosed). Since you did not fulfill the commitment, you were charged a $200.00 early termination fee. When I spoke with you by telephone today, I informed you that a review of the call on June 15, 2016, reveals that the early termination fee was not discussed and you were not told it would be waived. The fee remains valid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
January 29, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 25, 2016, we received your complaint, dated January 25, 2016, filed with the Revdex.com. You indicated that you have not received your refund because it was sent to the incorrect address. You would like the refund check to be reissued to the correct address immediately. Our records show that a refund check of $635.00 was issued on January 6, 2016. Please be advised that a request to reissue the check cannot be made until 30 days after the initial check was mailed. This is to ensure that the check is not cashed. When I spoke with you by phone on January 27, 2016, I advised you that I submitted a request to reissue the check before the 30-day window. I will follow up with you once a new check is mailed. 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] [redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 26, 2015
Ms. [redacted]
112 E. Side Cir., Apt. 55
Ashland, AL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with...
the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on June 24, 25 and 26, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the payment of $83.36 that was debited from your checking account. You indicated that you made a credit card payment for the same amount to avoid the debit. You also said that the debit caused you to incur an overdraft fee and you have not received a refund as promised.
A review of your account shows that your credit card payment of $83.36 was received on June 6, 2015. Because your checking account is enrolled in AutoPay, a payment of $83.36 was also debited from your checking account on June 7, 2015.
To avoid AutoPay from collecting a payment, the balance must be paid in full or AutoPay must be removed at least seven days before the scheduled due date.
Our records reveal that a refund of $83.36 was applied to your checking account on June 23, 2015. A refund of $30.00 for your overdraft fee was applied on June 25, 2015.
As a courtesy, a one-month credit of $83.36 was applied to your account for this issue.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Ana Gutierrez
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]
March 30, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You stated that you began having issues with your DISH Network service in early February 2016. You contacted DISH Network several times to resolve the matter, as you experienced problems with the technician arriving to complete the appointment. Your attempts to correct the problem were unsuccessful and the customer service that you encountered did not meet your expectations, leading you to disconnect the service. You requested that the account balance be resolved, and written confirmation of such. Additionally, you would like an apology for your experience. When we spoke today, I advised you that your service problems were a result of your account being fraudulently accessed. Your account information was compromised, thereby causing your service issues and missed technician visits. I agreed to resolve the account balance and I confirmed that the account was disconnected. You accepted this resolution. We apologize for your experience. 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]
April 6, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On April 6, 2016, we received your rebuttal, dated April 5, 2016, filed with the Revdex.com. You expressed concern that when the DISH Network technician added the additional services I offered you, he asked you to sign a contract. You would like confirmation that you do not have a contract. Per our March 22, 2016, conversation and my March 24, 2016, response to your complaint, I waived the early termination fee associated with the contract. Please understand that signing the documentation presented by the technician is just standard procedure. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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]
Complaint: [redacted]
I am rejecting this response because:As stated in my previous response, Dish Network Rep on February 2017 call CLEARLY stated SHE LISTENED to the initial conversation between my wife and Dish Network upon upgrading our account etc.We are NOT going to accept any "TYPED" encrypted made up conversational documentation from Dish Network under ANY CIRCUMSTANCE. I am demanding the VOICE RECORDED conversation that the Dish Rep stated she HEARD of my wife's voice and Dish Customer Service.Feel free to use this document as ANY type of request for laughable "subpoena" request to Dish.So far, no response from faxed requests of the above mentioned.
Sincerely,
[redacted]
April 6, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 1, 2016, we received your complaint, dated March 31, 2016, filed with the Revdex.com. You said that you were not advised of the $50.00 activation fee, and that your account was disconnected because you declined to pay it. You requested that an adjustment be applied to your bill. When we spoke, I advised you that your initial payment to secure installation was returned to DISH Network. As such, your service was disconnected due to non-payment. I reviewed your sales call and found that you were aware of the $50.00 activation fee and you authorized the initial payment of $111.62, which included the fee. As a courtesy, I waived the $480.00 early termination fee; however, your remaining balance of $53.96 for the activation fee and service rendered remains, and we request that it be paid. 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:
January 10, 2017 Dear Mr. [redacted]: On January 4, 2017, we received your complaint, dated January 3, 2017, filed with the Revdex.com. Although I received your voicemails, my attempts to contact you by phone at ###-###-#### on January 4, 6 and 9,...
2017, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that you experienced technical issues with your TV service during cloudy days. You also stated that you were unable to view a complete show on your mobile device. You were enrolled in a 24-month commitment on February 16, 2016, when your equipment was upgraded through our DISH’n It Up promotion. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Aiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal. Please be advised that the ability to access the programming services through a mobile device is based on your internet connection. Our records do not show that you contacted us for assistance with either of the above-listed issues. Your service was canceled on December 31, 2016. Since your term commitment was not fulfilled, an early termination fee of $280.00 was applied to your account. You were also charged a $10.00 equipment return fee. I made an exception and reversed the fees on your account and I submitted a refund of $282.26 to your credit card account. Please allow up to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Dear Ms. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You disagree with my previous response. You requested that DISH Network reimburse you for the reconnection to another TV provider and you said you do not know the cost. You also indicated that you were told by a DISH Network agent to send in a copy of your bill. As explained, while we regret the inconvenience you may have experienced, we are unable to honor your request to reimburse you for having another TV provider installed. We have no record of the offer you described. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 10, 2015/09/25) */
September 18, 2015
Mr. [redacted]
Phoenix, AZ XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 15, 2015, we received your complaint, dated September 11, 2015,...
filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on September 16, 17 and 18, 2015, and I left three messages.
You are a former DISH Network employee and you maintain you were told that you are subject to an early termination fee. You requested equipment return boxes and you wanted to know your account balance.
DISH Network employees are not obligated to a term commitment. You are not in a term commitment and you will not be charged an early termination fee.
Boxes were shipped to the address on the account but since we have not received the equipment, you were charged for unreturned equipment ($397.00 plus tax). I updated the address to the address listed on your complaint and I requested that boxes be shipped to the updated address.
Once the equipment is received, the unreturned equipment fees will be removed. This will leave a programming balance due of $122.98.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/08) */
October 3, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 25, 2015, we received your correspondence, dated September 24, 2015,...
filed with the Revdex.com.
You said you had a house fire in January 2013, and you maintain you are being billed for service after this date.
I attempted to reach you at (XXX) XXX-XXXX on September 28 and 30, 2015, and October 1, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I have enclosed a copy of your signed DHA agreement for your records. Because your service was disconnected prior to the promotional fulfillment date, you were billed $280.00 (plus tax) for an early termination fee. You are not being billed for service.
I made an exception and reversed the early termination fee. As of September 28, 2015, your DISH Network account is at a zero balance. This information will be removed from your credit report. Please allow up to eight weeks for processing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 9, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 1, 2018, we received your complaint, dated January 31, 2018, filed with the Revdex.com. You maintain you were unaware of the two-year term commitment. You disputed the signature on the agreement, and the early termination fee. You established your service under the Digital Home Advantage promotion with a 24-month commitment through [redacted], an independent retailer. The sale of your service will be investigated internally. Please note that the signature that is gathered at the time of installation 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. Our records reveal that Mr. Carlos B[redacted], a DISH Network Dispute Resolution Specialist, spoke to [redacted] on your behalf on January 31, 2018. Mr. B[redacted] offered to reduce the early termination fee to $100.00, but she declined. If you would like to accept this offer, please contact me directly. 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]