June 2, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your complaint, dated May 25, 2016, filed with the Revdex.com. You disputed the balance on your DISH Network account. You said that you closed your account, returned all of your equipment, and paid the final balance. You asked that the balance be waived and that your information be removed from the collection agency. When we spoke by phone, I agreed to meet your request. I told you that the balance has been waived and your account will be removed from our collection agency. I also advised you that we will have the debt removed from the credit bureaus which may take up to eight weeks. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
[redacted] Dear Ms. [redacted]: On February 10, 2016, we received your complaint, dated February 10, 2016, filed with the Revdex.com. You indicated that when you added a receiver to your account, you did not agree to a new 24-month agreement. A review of this account reveals that this issue was addressed through our Escalations Email Department on February 9, 2016. The cost of the receiver and the 24-month agreement were waived. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because: this company is a complete scam I requested to hear the call and they refused because they have no proof. I know what was said and wrote it down and the rep completely lied to me. I will give one week for you to correct the problem or to remove all equipment from my house and replace the metal that the installer put the dish on of my roof after he was told I didn't want it on my new metal roof. If not taken care of in the week I will remove the equipment and put I'm trash and all contact with me after that can be done threw my attorney
Sincerely,
[redacted]
November 16, 2016 Dear Ms. [redacted]: On November 14, 2016, we received your complaint, dated November 11, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you were...
not receiving the channels you ordered, and that technicians scheduled to go to your house missed the appointment. I attempted to reach you at ###-###-#### on November 14, 15, and 16, 2016, and I left three voicemails. In my last message, I advised you that our records indicate you have had three technician visits. The first technician found nothing wrong with your system, the second was not able to complete any troubleshooting as the friend you left to let him in had to leave and our technicians cannot stay without someone over the age of 18 present, and the third just advised you that the Wally receiver does not offer Video on Demand. As I was unable to review your sales call, I offered to waive half of your TV early termination fee, or to upgrade your equipment to the Hopper 3 with no upgrade fee. I advised you a new 24-month commitment and increased monthly rate would apply. Please contact me to if you wish to accept either of my offers. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 9, 2015/04/23) */
April 21, 2015
Mr. and Mrs. [redacted] and [redacted]
PO Box [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On April 20, 2015, we received your correspondence, dated...
April 17, 2015, filed with the Revdex.com.
You maintain you were unable to receive the service due to line of sight problems and you disputed the balance due. You also expressed concern with the customer service you received.
When we spoke today, I advised you that the early termination fee of $280.00 and the programming balance of $194.77 (for a total of $474.77) were reversed from your account.
Your account balance is now $398.00 for the unreturned equipment. We ask that the Hopper and Joey receivers with the remote controls be returned to DISH Network. A return box with label will be delivered by UPS to your physical address ([redacted] St., [redacted], [redacted]) within seven business days. When the equipment is returned, the equipment fees will be reversed from your account. You accepted this resolution.
We strive to provide excellent service and regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because they state that they do not share the Do Not Contact database, yet they still authorize those businesses to represent DISH TV. This is the lowest form of advertising and is a way to get around any responsibility on your part. You hire people to find loopholes and annoy and harass people like me. I do not accept this as normal behavior and will never think about ANY cable/satellite TV provider in the future. This needs to change now.
Sincerely,
[redacted]
May 10, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On May 4, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 4, 9 and 10, 2016, and I left three messages. You requested to be released from the 24-month agreement because you have experienced technical issues with our audio system. A review of this account reveals that a technician visit on May 4, 2016, corrected the issue. I applied a one-month service credit for the America’s Top 120 Plus ($69.99) for the inconvenience. The 24-month agreement remains valid. We strive to provide excellent service and regret that this experience was unfavorable. I apologize for the inconvenience. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
March 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On March 10, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were not advised of a 24-month commitment when you initiated your DISH Network account. When we spoke, I informed you that a review of your sales call revealed that you were advised of the 24-month commitment and associated early termination fee, and that you acknowledged understanding and agreeing to our terms of service. You were also sent a copy of your signed Digital Home Advantage customer agreement on March 7, 2016. You informed me that you were told that your leased receivers were returned when you contacted us on March 4, 2016. I reviewed that call as well and found that you were advised that the boxes we sent to you were returned. You told the agent that you did not return the leased equipment because you no longer live at the address where you had service and our agents all advised you that once we receive the leased equipment, it will be logged and the unreturned equipment fees applied to your account will be reversed. We have no record that we have received the equipment associated with your account. As you were advised of, and agreed to, the 24-month commitment associated with your account, and as the leased equipment associated with your account has not been received, we are unable to honor your request to waive your early termination or unreturned equipment fees. Please note, should we receive the leased equipment associated with your account, the unreturned equipment fees will be reversed at that time. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Revdex.com:
I spoke again with [redacted] last week and have decided to cancel my contract for $99 per his offer (rather than the $460). While I am not completely satisfied with this as I feel I shouldn't have had to pay anything based on everything that happened, it appears that this is the best I was going to get. Therefore, I figured I might as well cut my losses and be done with the horrible service at Dish.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On December 21, 2017, we received your complaint, dated December 20, 2017, filed with the Revdex.com. You disputed the $150.00 early termination fee applied to your DISH Network account. You claimed that a DISH Network agent added a 24-month commitment without your authorization. When we spoke, I advised you that our agents do not receive a commission if you agree to a 24-month price lock promotion. Our records indicate that you agreed to the terms of our Renewal Offer promotion on March 1, 2017, through your myDISH.com online account. You received a reduced monthly rate and price lock since that time. While our records indicate that you agreed to the terms of the Renewal Offer, and while you received the benefit of that offer, I made an exception and waived the $150.00 early termination fee as a courtesy. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 27, 2017 [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On January 27, 2017, we received your correspondence, dated January 26, 2017, filed with the Revdex.com. You said that the $99.17 balance has not been removed from your credit report. While we have no record that you called DISH Network to cancel your service, the balance of $99.17 was removed from your account. As of January 16, 2017, your DISH Network 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] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On December 29, 2015, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You continue to maintain that this account should have been disconnected in June 2014. As previously advised, a thorough investigation was completed and we found that you did not disconnect your account in June 2015. You were to call us back with further instructions and we received no further communication from you until January 5, 2016. We reviewed the calls from June 22, 2015, forward and there is no record of a call on June 24, 2015. Additionally, the account is automatically time-stamped when the account is accessed. There are no time-stamps or notes after June 22, 2015, until January 5, 2016. We provided the details of our findings in my last correspondence (copy enclosed). The charges remain valid. Please note that we have received the equipment and it was removed from the account. 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 ###-###-####
Initial Business Response /* (1000, 11, 2015/10/22) */
October 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 13, 2015, we received your correspondence, dated October 12, 2015,...
filed with the Revdex.com.
You said that your credit card was debited for an account that does not belong to you. You requested a refund of $400.00.
I attempted to reach you at (XXX) XXX-XXXX on October 13, 14 and 15, 2015, without success. On all contact attempts, the voice mailbox was full.
We received a credit card chargeback from your financial institution and the funds of $400.00 were returned to your credit card account ending in 2212 on October 15, 2015. Please contact your bank to verify this transaction.
Since you maintain you did not open the disputed DISH Network account, we ask that you fill out and return the enclosed ID theft affidavit for further investigation. You may scan and email the forms to me at [redacted]@dish.com or mail copies to DISH Network, PO Box 9040, Littleton, CO XXXXX. Please also include Attn: Christina Atencio.
When our investigation is complete, a member of the DISH Network ID Theft Team will contact you directly.
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]
June 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 22, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You expressed concern with the removal of your local Fox station and NFL Network. You maintain that you received no notice. You also do not agree with the early termination fee to disconnect your service. Our records show that you were enrolled in a 24-month commitment on February 1, 2016, when your equipment was upgraded through our DISH’n It Up promotion. Please be advised that we do not guarantee certain channels will be received because our programming packages are subject to change. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with the channel providers and restore programming for our customers. Unfortunately, we to do have an estimated time for when the channels may be restored. When I spoke with you by phone on June 24, 2016, I offered to waive your term commitment and disconnect your service. Although you indicated that you would call me back, I have not received a call. You may contact me directly to accept my offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]1. 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]
Initial Business Response /* (1000, 4, 2015/11/23) */
November 17, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 15,...
2015, filed with the Revdex.com.
You maintain that you were unaware that your 24-month commitment was extended when you moved, and that you did not add any additional equipment.
April 6, 2015, Mr. [redacted] called in to set up a DISH Move-In Deal and to upgrade one of the Joeys to a wireless [redacted], which is an upgrade to equipment. A review of the call on March 31, 2015, reveals that your wife was advised of the new 24-month agreement and it was disclosed that the early termination fee would be a charge of $10.00 per month for the remaining months in the agreement. I enclosed a copy of the DISH'n It Up agreement.
A review of the call on October 30, 2015, reveals that the first representative offered you a lower package in order to reduce your cost. The commitment and early termination fee were not discussed during that conversation. He then transferred you to an account specialist when you requested disconnection.
The account specialist offered a $25.00 credit for six months and you accepted the offer. The commitment and early termination fee were not discussed during this conversation either.
When I spoke with you by telephone today, I informed you that as an exception, I reversed the $170.00 early termination fee and the $10.00 box return fees.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/09/21) */
September 10, 2015
Mr. [redacted]
[redacted]
Nashville, TN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 4, 2015, we received your correspondence, dated...
September 3, 2015, filed with the Revdex.com.
You stated that you moved in November 2014.You are unable to obtain the required line of sight to retain your DISH Network service at your new residence. You placed your account on pause. The pause ended and you were recently billed $61.60 for service. You disputed the charge. You requested that your early termination fee be waived and you would like your account disconnected.
When we spoke today, I advised you that the September 5, 2015, technician visit attempting to obtain a signal was unsuccessful. As a courtesy, I waived your early termination fee and disconnected your account, thereby resolving the $273.16 account balance. You accepted this resolution. You also indicated that the technician collected the leased equipment.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 26, 2015
[redacted]
XXXX XXth [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the Better...
Business Bureau.
You expressed concern that you did not receive wireless Bluetooth headphones for referring two customers. You stated that you were told that they would be shipped, but you haven't received them.
When we spoke I advised you that the certificate numbers you provided have not been used. You told me that when you spoke with customer service you were left with the impression that they were used and that you would receive the wireless Bluetooth headphones. I agreed to send the wireless Bluetooth headphones to you at no cost.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. Flaharty: On February 23, 2016, we received your complaint, dated February 21, 2016, filed with the Revdex.com. You maintain that you are experiencing technical issues caused by a DISH Network technician. You requested another technician visit and to receive compensation. When we spoke, I advised you that our records indicate that none of the technicians dispatched to your house were able to find any issues with your DISH Network equipment or with your TV picture. As experienced technicians and a Field Service Manager have already been sent to your home and found nothing wrong, we are unable to send more technicians for this issue. I offered to waive your 24-month commitment or apply a credit of up to $99.00 to your account to have a TV repair-person check your TV. You chose to have your 24-month commitment waived, but then you requested the technician as well. As a courtesy, I extended the offer for up to a $99.00 credit. As DISH Network technicians have been unable to find anything wrong with your system whether caused by DISH Network or not, we are unable to provide you with compensation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted]
[redacted] Dear Ms. [redacted]: On May 26, 2016, we received your complaint, dated May 24, 2016, filed with the Revdex.com. You disputed your monthly rate for service. When we spoke, I attempted to explain that your monthly rate fluctuated month to month due to changes you made to your account. As I advised you, the America’s Top 120 programming package price increased by $5.00 per month in January 2015 and 2016. Per the terms of your customer agreement, your monthly rate may change at any time. Enclosed is a copy for your records. Additionally, your monthly rate fluctuated due to monthly credits you requested to be added to your account or credits ending and being removed from it. A review of your calls revealed that you contacted us on November 13, 2015, when your new customer promotion ended and you expressed concern about your monthly rate. The agent with whom you spoke provided you with a monthly $15.00 credit for six months. You then contacted us again on January 24, 2016, about your rate and an agent provided you an additional $5.00 monthly credit for three months as a courtesy. As your monthly rate was not guaranteed and as a review of your billing revealed that it was correct, we are unable to waive your $140.00 early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] Enclosure
June 2, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your complaint, dated May 25, 2016, filed with the Revdex.com. You disputed the balance on your DISH Network account. You said that you closed your account, returned all of your equipment, and paid the final balance. You asked that the balance be waived and that your information be removed from the collection agency. When we spoke by phone, I agreed to meet your request. I told you that the balance has been waived and your account will be removed from our collection agency. I also advised you that we will have the debt removed from the credit bureaus which may take up to eight weeks. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
February 11, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 10, 2016, we received your complaint, dated February 10, 2016, filed with the Revdex.com. You indicated that when you added a receiver to your account, you did not agree to a new 24-month agreement. A review of this account reveals that this issue was addressed through our Escalations Email Department on February 9, 2016. The cost of the receiver and the 24-month agreement were waived. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because: this company is a complete scam I requested to hear the call and they refused because they have no proof. I know what was said and wrote it down and the rep completely lied to me. I will give one week for you to correct the problem or to remove all equipment from my house and replace the metal that the installer put the dish on of my roof after he was told I didn't want it on my new metal roof. If not taken care of in the week I will remove the equipment and put I'm trash and all contact with me after that can be done threw my attorney
Sincerely,
[redacted]
November 16, 2016 Dear Ms. [redacted]: On November 14, 2016, we received your complaint, dated November 11, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you were...
not receiving the channels you ordered, and that technicians scheduled to go to your house missed the appointment. I attempted to reach you at ###-###-#### on November 14, 15, and 16, 2016, and I left three voicemails. In my last message, I advised you that our records indicate you have had three technician visits. The first technician found nothing wrong with your system, the second was not able to complete any troubleshooting as the friend you left to let him in had to leave and our technicians cannot stay without someone over the age of 18 present, and the third just advised you that the Wally receiver does not offer Video on Demand. As I was unable to review your sales call, I offered to waive half of your TV early termination fee, or to upgrade your equipment to the Hopper 3 with no upgrade fee. I advised you a new 24-month commitment and increased monthly rate would apply. Please contact me to if you wish to accept either of my offers. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 9, 2015/04/23) */
April 21, 2015
Mr. and Mrs. [redacted] and [redacted]
PO Box [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On April 20, 2015, we received your correspondence, dated...
April 17, 2015, filed with the Revdex.com.
You maintain you were unable to receive the service due to line of sight problems and you disputed the balance due. You also expressed concern with the customer service you received.
When we spoke today, I advised you that the early termination fee of $280.00 and the programming balance of $194.77 (for a total of $474.77) were reversed from your account.
Your account balance is now $398.00 for the unreturned equipment. We ask that the Hopper and Joey receivers with the remote controls be returned to DISH Network. A return box with label will be delivered by UPS to your physical address ([redacted] St., [redacted], [redacted]) within seven business days. When the equipment is returned, the equipment fees will be reversed from your account. You accepted this resolution.
We strive to provide excellent service and regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because they state that they do not share the Do Not Contact database, yet they still authorize those businesses to represent DISH TV. This is the lowest form of advertising and is a way to get around any responsibility on your part. You hire people to find loopholes and annoy and harass people like me. I do not accept this as normal behavior and will never think about ANY cable/satellite TV provider in the future. This needs to change now.
Sincerely,
[redacted]
May 10, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On May 4, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 4, 9 and 10, 2016, and I left three messages. You requested to be released from the 24-month agreement because you have experienced technical issues with our audio system. A review of this account reveals that a technician visit on May 4, 2016, corrected the issue. I applied a one-month service credit for the America’s Top 120 Plus ($69.99) for the inconvenience. The 24-month agreement remains valid. We strive to provide excellent service and regret that this experience was unfavorable. I apologize for the inconvenience. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
March 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On March 10, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were not advised of a 24-month commitment when you initiated your DISH Network account. When we spoke, I informed you that a review of your sales call revealed that you were advised of the 24-month commitment and associated early termination fee, and that you acknowledged understanding and agreeing to our terms of service. You were also sent a copy of your signed Digital Home Advantage customer agreement on March 7, 2016. You informed me that you were told that your leased receivers were returned when you contacted us on March 4, 2016. I reviewed that call as well and found that you were advised that the boxes we sent to you were returned. You told the agent that you did not return the leased equipment because you no longer live at the address where you had service and our agents all advised you that once we receive the leased equipment, it will be logged and the unreturned equipment fees applied to your account will be reversed. We have no record that we have received the equipment associated with your account. As you were advised of, and agreed to, the 24-month commitment associated with your account, and as the leased equipment associated with your account has not been received, we are unable to honor your request to waive your early termination or unreturned equipment fees. Please note, should we receive the leased equipment associated with your account, the unreturned equipment fees will be reversed at that time. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Revdex.com:
I spoke again with [redacted] last week and have decided to cancel my contract for $99 per his offer (rather than the $460). While I am not completely satisfied with this as I feel I shouldn't have had to pay anything based on everything that happened, it appears that this is the best I was going to get. Therefore, I figured I might as well cut my losses and be done with the horrible service at Dish.
Sincerely,
[redacted]
December 28, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 21, 2017, we received your complaint, dated December 20, 2017, filed with the Revdex.com. You disputed the $150.00 early termination fee applied to your DISH Network account. You claimed that a DISH Network agent added a 24-month commitment without your authorization. When we spoke, I advised you that our agents do not receive a commission if you agree to a 24-month price lock promotion. Our records indicate that you agreed to the terms of our Renewal Offer promotion on March 1, 2017, through your myDISH.com online account. You received a reduced monthly rate and price lock since that time. While our records indicate that you agreed to the terms of the Renewal Offer, and while you received the benefit of that offer, I made an exception and waived the $150.00 early termination fee as a courtesy. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 27, 2017 [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On January 27, 2017, we received your correspondence, dated January 26, 2017, filed with the Revdex.com. You said that the $99.17 balance has not been removed from your credit report. While we have no record that you called DISH Network to cancel your service, the balance of $99.17 was removed from your account. As of January 16, 2017, your DISH Network 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] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On December 29, 2015, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You continue to maintain that this account should have been disconnected in June 2014. As previously advised, a thorough investigation was completed and we found that you did not disconnect your account in June 2015. You were to call us back with further instructions and we received no further communication from you until January 5, 2016. We reviewed the calls from June 22, 2015, forward and there is no record of a call on June 24, 2015. Additionally, the account is automatically time-stamped when the account is accessed. There are no time-stamps or notes after June 22, 2015, until January 5, 2016. We provided the details of our findings in my last correspondence (copy enclosed). The charges remain valid. Please note that we have received the equipment and it was removed from the account. 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 ###-###-####
Initial Business Response /* (1000, 11, 2015/10/22) */
October 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 13, 2015, we received your correspondence, dated October 12, 2015,...
filed with the Revdex.com.
You said that your credit card was debited for an account that does not belong to you. You requested a refund of $400.00.
I attempted to reach you at (XXX) XXX-XXXX on October 13, 14 and 15, 2015, without success. On all contact attempts, the voice mailbox was full.
We received a credit card chargeback from your financial institution and the funds of $400.00 were returned to your credit card account ending in 2212 on October 15, 2015. Please contact your bank to verify this transaction.
Since you maintain you did not open the disputed DISH Network account, we ask that you fill out and return the enclosed ID theft affidavit for further investigation. You may scan and email the forms to me at [redacted]@dish.com or mail copies to DISH Network, PO Box 9040, Littleton, CO XXXXX. Please also include Attn: Christina Atencio.
When our investigation is complete, a member of the DISH Network ID Theft Team will contact you directly.
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]
June 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 22, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You expressed concern with the removal of your local Fox station and NFL Network. You maintain that you received no notice. You also do not agree with the early termination fee to disconnect your service. Our records show that you were enrolled in a 24-month commitment on February 1, 2016, when your equipment was upgraded through our DISH’n It Up promotion. Please be advised that we do not guarantee certain channels will be received because our programming packages are subject to change. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with the channel providers and restore programming for our customers. Unfortunately, we to do have an estimated time for when the channels may be restored. When I spoke with you by phone on June 24, 2016, I offered to waive your term commitment and disconnect your service. Although you indicated that you would call me back, I have not received a call. You may contact me directly to accept my offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]1. 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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/23) */
November 17, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 15,...
2015, filed with the Revdex.com.
You maintain that you were unaware that your 24-month commitment was extended when you moved, and that you did not add any additional equipment.
April 6, 2015, Mr. [redacted] called in to set up a DISH Move-In Deal and to upgrade one of the Joeys to a wireless [redacted], which is an upgrade to equipment. A review of the call on March 31, 2015, reveals that your wife was advised of the new 24-month agreement and it was disclosed that the early termination fee would be a charge of $10.00 per month for the remaining months in the agreement. I enclosed a copy of the DISH'n It Up agreement.
A review of the call on October 30, 2015, reveals that the first representative offered you a lower package in order to reduce your cost. The commitment and early termination fee were not discussed during that conversation. He then transferred you to an account specialist when you requested disconnection.
The account specialist offered a $25.00 credit for six months and you accepted the offer. The commitment and early termination fee were not discussed during this conversation either.
When I spoke with you by telephone today, I informed you that as an exception, I reversed the $170.00 early termination fee and the $10.00 box return fees.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/09/21) */
September 10, 2015
Mr. [redacted]
[redacted]
Nashville, TN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 4, 2015, we received your correspondence, dated...
September 3, 2015, filed with the Revdex.com.
You stated that you moved in November 2014.You are unable to obtain the required line of sight to retain your DISH Network service at your new residence. You placed your account on pause. The pause ended and you were recently billed $61.60 for service. You disputed the charge. You requested that your early termination fee be waived and you would like your account disconnected.
When we spoke today, I advised you that the September 5, 2015, technician visit attempting to obtain a signal was unsuccessful. As a courtesy, I waived your early termination fee and disconnected your account, thereby resolving the $273.16 account balance. You accepted this resolution. You also indicated that the technician collected the leased equipment.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 26, 2015
[redacted]
XXXX XXth [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the Better...
Business Bureau.
You expressed concern that you did not receive wireless Bluetooth headphones for referring two customers. You stated that you were told that they would be shipped, but you haven't received them.
When we spoke I advised you that the certificate numbers you provided have not been used. You told me that when you spoke with customer service you were left with the impression that they were used and that you would receive the wireless Bluetooth headphones. I agreed to send the wireless Bluetooth headphones to you at no cost.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 25, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. Flaharty: On February 23, 2016, we received your complaint, dated February 21, 2016, filed with the Revdex.com. You maintain that you are experiencing technical issues caused by a DISH Network technician. You requested another technician visit and to receive compensation. When we spoke, I advised you that our records indicate that none of the technicians dispatched to your house were able to find any issues with your DISH Network equipment or with your TV picture. As experienced technicians and a Field Service Manager have already been sent to your home and found nothing wrong, we are unable to send more technicians for this issue. I offered to waive your 24-month commitment or apply a credit of up to $99.00 to your account to have a TV repair-person check your TV. You chose to have your 24-month commitment waived, but then you requested the technician as well. As a courtesy, I extended the offer for up to a $99.00 credit. As DISH Network technicians have been unable to find anything wrong with your system whether caused by DISH Network or not, we are unable to provide you with compensation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted]
Tell us why here...May 31, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 26, 2016, we received your complaint, dated May 24, 2016, filed with the Revdex.com. You disputed your monthly rate for service. When we spoke, I attempted to explain that your monthly rate fluctuated month to month due to changes you made to your account. As I advised you, the America’s Top 120 programming package price increased by $5.00 per month in January 2015 and 2016. Per the terms of your customer agreement, your monthly rate may change at any time. Enclosed is a copy for your records. Additionally, your monthly rate fluctuated due to monthly credits you requested to be added to your account or credits ending and being removed from it. A review of your calls revealed that you contacted us on November 13, 2015, when your new customer promotion ended and you expressed concern about your monthly rate. The agent with whom you spoke provided you with a monthly $15.00 credit for six months. You then contacted us again on January 24, 2016, about your rate and an agent provided you an additional $5.00 monthly credit for three months as a courtesy. As your monthly rate was not guaranteed and as a review of your billing revealed that it was correct, we are unable to waive your $140.00 early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] Enclosure