Initial Business Response /* (1000, 5, 2015/06/11) */
June 9, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 9, 2015, we received your complaint, dated June 6, 2015, filed with the Better...
Business Bureau.
You indicated that you were informed that you would have access to Video On Demand but you do not have access to it with the equipment that was installed. Therefore, you disconnected the service the same day it was installed and you disputed the $480.00 early termination fee. You also mentioned the initial payment of $40.62.
When I spoke with Mr. [redacted] by telephone today, I informed him that I waived the $480.00 early termination fee. I also submitted a refund for the initial payment of $40.62.
We regret that your initial 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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
[redacted] Dear Mr. [redacted]: On February 8, 2017, we received your complaint, dated February 7, 2017, filed with the Revdex.com. You expressed concern with your monthly billing. When we spoke today, I informed you that you are currently receiving a $20.00 courtesy credit for 12 months, making the price $58.22 per month. This rate includes DISH America, local channels, DVR service, and an HD receiver. When the credits end, the regular price will apply. I made an exception and removed the balance of $58.22 from your account, which covers service through March 3, 2017. You accepted this resolution. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/07/27) */
July 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the Better...
Business Bureau.
You said that when you ordered our service you confirmed that your contract was for one year and not two years. You would like the one-year contract honored.
When we spoke by phone, I informed you that we reviewed your sales call and found that at 16:54 in the call you were advised of the 24-month commitment and early termination fee. I advised you that although we consider the contract to be valid, I will reduce your early termination fee to $99.00 if you decide to cancel after your first year of service. You agreed to my 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/11/05) */
November 3, 2015
Ms. [redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 30, 2015, we received your correspondence, dated October 29, 2015,...
filed with the Revdex.com.
You stated that you experienced signal loss with your DISH Network service. Your pole-mounted dish installation was not completed. You were unable to receive a technician visit when needed and this led you to seek another service provider. Your account was not disconnected as you requested and you received a collection notice for $950.31. You requested that this balance be resolved and removed from collections.
When we spoke today, I agreed to waive your early termination fees and remove the unreturned equipment charges. I also waived the remaining programming balance. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. 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
[redacted]
[redacted] XXXXX
[redacted]
October 27, 2016 Dear Mr. [redacted]: On October 27, 2016, we received your complaint, dated October 25, 2016, filed with the Revdex.com. You said that you ordered a receiver for the Tailgater and you maintain you were not advised of the term commitment. You...
also disputed the signature on the agreement. Our records reveal that your wife called on July 7, 2016. She requested to lease a third receiver for the Tailgater. As a result, the DISH’n It Up (DIU) equipment upgrade was added to your account with a 24-month commitment. The agent advised your wife that a technician will deliver the receiver. The agreement was signed on July 9, 2016, (the date of delivery). Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, the signature may look distorted. When we spoke, I advised you that your original Digital Home Advantage (DHA) commitment will be fulfilled on December 1, 2016. When this agreement ends, I will made an exception and remove the DIU term commitment from your account. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
September 7, 2016 Dear Ms. [redacted]: On August 30, 2016, we received your complaint, dated August 29, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 1, 2 and 7, 2016, have been unsuccessful. I was not given...
the option to leave a voice message. You said that you disconnected your DISH Network account due to the takedown of your local channel 13. You requested that we release your from your contract. We are pleased to announce that we reached an agreement with Tribune Broadcasting and their local channels have been restored. However, because we don’t own the channels we provide, our contract states that programming is subject to change. Although we are unwilling to waive your early termination fee, it can be waived if you restart your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/08/13) */
August 5, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better Business...
Bureau.
You said that you were advised that your monthly rate would remain the same or be similar after your new customer promotion ended. You requested a copy of your customer agreement and to have your early termination fee waived.
When we spoke, I advised you that our records indicate you were sent a sales confirmation email prior to your installation which explained your first and second year pricing. Additionally, you agreed to the terms of our Digital Home Advantage customer agreement which provide for the 24-month commitment. I also advised you that each of your bills showed the credits you were receiving as a line item along with a countdown of how many credits you had remaining.
As I informed you, we have no record of any offers for additional adjustments; however, you were offered several monthly credits but you declined them.
While we regret any inconvenience, as a business, DISH Network is not able to provide continually discounted pricing.
Per your request, a copy of your customer agreement is enclosed.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 11, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted]: On December 8, 2017, we received your rebuttal, dated December 1, 2017, filed with the Revdex.com. You said that you left two messages for your case manager from our Corporate Field Resolutions (CFR) Team, but you had not heard back. I contacted CFR and they advised me that your claim was closed. Your case manager emailed me on December 5, 2017, to report that your receiver was being tested and a settlement offer had been made to you. We appreciate your patience while we processed your claim. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On March 2, 2017, we received your complaint, dated February 28, 2017, filed with the Revdex.com. You indicated that you are receiving emails for a DISH Network account that does not belong to you. You requested that your email address be removed and to receive confirmation that other personal information is not attached to the account. When I spoke with you by phone on March 2, 2017, I advised you that I removed your email address from the DISH Network account in question. I also informed you that your personal information is not attached to this or any other account in our system. We appreciate that you brought your customer service concerns to our attention and we apologize for any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: this is a lie [redacted] ask me to send advertisement and I mailed copy to day
Sincerely,
[redacted]
[redacted] Dear Mrs. [redacted]: On February 8, 2018, we received your complaint, dated February 7, 2018, filed with the Revdex.com. My attempts to reach you by phone on February 8, 2018, were unsuccessful because the individual who answered the phone at (409) 201-0960) advised me that I had the wrong phone number. I also sent an email to [redacted].[redacted]@gmail.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you fulfilled your initial contract and you did not agree to a new one. You also stated that you were advised you could view the agreement through your online DISH Network account. Furthermore, you mentioned that your price increased without notice. Your DISH Network service was activated on December 24, 2015, with a 24-month commitment though December 23, 2017. Although this term commitment was fulfilled, our records show that you accepted a new 24-month commitment for our Preferred Customer Offer on January 7, 2018, through your online DISH Network account. This offer included a $10.00 monthly discount and a monthly $5.00 eAutoPay discount with a price guarantee for 24 months. Please be advised that in order to add the offer, you have to specifically select the redeem button after logging into your online account. Once this button is selected, the offer details including the pricing and 24-month commitment information are disclosed. However, the offer will still not be added until the radio button accepting the term and conditions is selected and the submit button is chosen. Our records show that an email was sent on January 7, 2018, confirming the addition of the Preferred Customer Offer. As this is an offer that was added online, there is no signed agreement. We, like all other Pay-TV providers, must increase our prices to help cover increasing programming costs from channel owners. On January 16, 2018, the price of the America’s Top 200 package was increased by $3.00 and the price of the local channels was increased by $2.00. Notification of the increase was included in your January 24, 2018, billing statement. Even though your service was disconnected on February 7, 2018, and you were charged an early termination fee of $230.00, your service was restarted on February 8, 2018, and the fee was reversed. I made an exception and waived the remaining term commitment on your account. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On [redacted] 6, 2016, we received your complaint, dated [redacted] 5, 2016, filed with the Revdex.com. You maintain that a customer service chat agent told you they would give you an extension to make a payment until [redacted] 6, 2016. As I advised you in my previous response, we have no record of an extension being offered. 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 ###-###-####
June 27, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 22, 2016, we received your complaint, dated June 20, 2016, filed with the Revdex.com. You expressed concern with the debit of $260.00 that was applied to your credit card account. You maintain that the debit was unauthorized and the account is in your wife’s name. Our records show that you are listed as an authorized user on your wife’s account. The service was activated on May 16, 2015, with a 24-month commitment. A sales confirmation email was sent prior to the installation, to the same email address ([redacted]@gmail.com) provided in your complaint. This email provided you with an opportunity to view the terms and conditions of our service. Your service was disconnected on April 20, 2016, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $260.00 was applied to your account. Per the promotional agreement, DISH Network may automatically debit the qualifying credit card account for any early termination, unreturned equipment and/or shipping fees applied. As a result, $260.00 was debited from your credit card account on May 12, 2016, for the early termination fee. Enclosed is a copy of the agreement wherein this is disclosed. When I spoke with you by phone on June 24, 2016, I advised you that we are unable to process a refund; however, the call was lost. My attempt to call you back was unsuccessful; however, I left a message. We suggest that you contact your financial institution for further options. 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 Enclosure cc:
February 4, 2016 Mr. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] 8[redacted]###-###-####450 Dear Mr. [redacted]: ...
On February 4, 2016, we received your correspondence, dated February 3, 2016, filed with the Revdex.com. You expressed concern that the local CBS channel for Fort Myers, FL was removed from the DISH Network channel lineup. You requested to cancel the service without penalty. When we spoke on February 1, 2016, I advised you that periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer you high-quality content at a fair value. If a deal cannot be reached, the channel may be removed until an agreement is made. DISH Network reserves the right to change programming, packages and prices. I enclosed a copy of your signed Digital Home Advantage (DHA) agreement for your records. You may also view our agreements online at http://www.dish.com/legal. We sent an over-the-air antenna to assist you with viewing your local CBS station at no cost. It was delivered to your address by UPS on February 3, 2016. As a courtesy, we also applied a $5.00 monthly credit to your account for six months. Your request to waive the early termination fee cannot be honored. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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] Dear Ms. [redacted]: On January 30, 2018, we received your complaint, dated January 29, 2018, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you experienced technical issues and that you never agreed to the 24-month commitment. When we spoke, I informed you that a review of your calls to us revealed that you were made aware of, and agreed to, a new 24-month commitment in order to take part in our Renewal Promotion. You accepted our terms of service through your myDISH.com account on January 26, 2017. Our records also show that we received two technical assistance calls in January 2018. During your first call on January 22, 2018, our records indicate that your issue was resolved during over-the-phone troubleshooting, but you declined to take any troubleshooting steps during your January 26, 2018, call. The agents with whom you spoke offered to send a technician or troubleshoot your issue, but you declined and disconnected your DISH Network account. As we were not given adequate opportunity to resolve any technical issues you may have experienced, and as you agreed to a new 24-month commitment, we are unable to waive your $120.00 early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
December 13, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On December 1, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You maintain that you canceled your internet service with DISH Network over a year ago; however, you continued to be billed in error. You requested a refund for the amount that you were overcharged. When we spoke, I advised you that the internet service remained active due to an error that has since been corrected. I offered to refund you $451.59 in charges for internet service since September 2015. You accepted my resolution. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/12/14) */
December 9, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015,...
filed with the Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX on December 4, 7 and 8, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the charges on your account. You indicated that you unbundled your service from Windstream; however, the amount that you paid for the month of October 2015 was not transferred. You were also concerned with the service interruption.
A review of your account shows that your service was unbundled from Windstream on August 15, 2015. A total credit of $149.77 was transferred from Windstream and was applied to your DISH Network account on August 16, 2015, and September 15, 2015. Enclosed is a copy of your billing statement showing the credits.
Although your service was disconnected for non-payment, it was restarted on November 27, 2015.
Two credits totaling $117.07 would have applied to your account on December 15, 2015. However, I reversed these credits and applied a lump-sum credit of $117.07 to your account which immediately applied to 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] CO XXXXX
[redacted]
Dear Ms. [redacted]: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You said that a payment was debited from your bank account but never applied to your DISH Network account. You requested to have the payment applied, and compensation for your time. When I spoke with Mr. [redacted], I requested that he send me a copy of the statement prior to the one that was already sent to us. He did so and, while our records still do not reflect that we ever received the funds to which you refer, I made an exception and applied a $154.73 credit to your account. As a courtesy, I also reversed the four $9.00 Promise-To-Pay fees applied to your account since December 28, 2015. While we sincerely regret any inconvenience, we are unable to provide compensation for this issue. 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...
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.
September 22, 2016 Dear Mr. [redacted]: On September 15, 2016, we received your correspondence, dated September 13, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on September 20, 21 and 22, 2016. I left three voice...
messages. You said you received a call from TV Latino and you were offered discounted programming at $41.00 per month with a receiver upgrade. You indicated that you mailed a money order to that company in the amount of $135.00. You expressed concern with the higher monthly billing amount and you disputed the early termination fee. DISH Network does not offer a promotion with benefits matching those described. The individual who contacted you was not a DISH Network representative and is in no way affiliated with DISH Network. This means that the $135.00 payment you mailed was not collected by DISH Network or any of our representatives. If you have not done so already, we recommend you take the following steps: 1) Contact your local law enforcement and file a police report. 2) If you provided any credit card or banking information to the perpetrator, you should contact your bank and notify them that your information has been compromised. 3) If you provided your Social Security Number to the perpetrator, you should contact the three major credit bureaus--Equifax ###-###-####, Experian ###-###-####, and TransUnion ###-###-####--to place a fraud alert on your credit file. On September 13, 2016, the early termination fee was waived on your account. You may cancel your service at any time without a penalty. 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, 2015/06/11) */
June 9, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 9, 2015, we received your complaint, dated June 6, 2015, filed with the Better...
Business Bureau.
You indicated that you were informed that you would have access to Video On Demand but you do not have access to it with the equipment that was installed. Therefore, you disconnected the service the same day it was installed and you disputed the $480.00 early termination fee. You also mentioned the initial payment of $40.62.
When I spoke with Mr. [redacted] by telephone today, I informed him that I waived the $480.00 early termination fee. I also submitted a refund for the initial payment of $40.62.
We regret that your initial 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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 9, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 8, 2017, we received your complaint, dated February 7, 2017, filed with the Revdex.com. You expressed concern with your monthly billing. When we spoke today, I informed you that you are currently receiving a $20.00 courtesy credit for 12 months, making the price $58.22 per month. This rate includes DISH America, local channels, DVR service, and an HD receiver. When the credits end, the regular price will apply. I made an exception and removed the balance of $58.22 from your account, which covers service through March 3, 2017. You accepted this resolution. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/07/27) */
July 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the Better...
Business Bureau.
You said that when you ordered our service you confirmed that your contract was for one year and not two years. You would like the one-year contract honored.
When we spoke by phone, I informed you that we reviewed your sales call and found that at 16:54 in the call you were advised of the 24-month commitment and early termination fee. I advised you that although we consider the contract to be valid, I will reduce your early termination fee to $99.00 if you decide to cancel after your first year of service. You agreed to my 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/11/05) */
November 3, 2015
Ms. [redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 30, 2015, we received your correspondence, dated October 29, 2015,...
filed with the Revdex.com.
You stated that you experienced signal loss with your DISH Network service. Your pole-mounted dish installation was not completed. You were unable to receive a technician visit when needed and this led you to seek another service provider. Your account was not disconnected as you requested and you received a collection notice for $950.31. You requested that this balance be resolved and removed from collections.
When we spoke today, I agreed to waive your early termination fees and remove the unreturned equipment charges. I also waived the remaining programming balance. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. 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
[redacted]
[redacted] XXXXX
[redacted]
October 27, 2016 Dear Mr. [redacted]: On October 27, 2016, we received your complaint, dated October 25, 2016, filed with the Revdex.com. You said that you ordered a receiver for the Tailgater and you maintain you were not advised of the term commitment. You...
also disputed the signature on the agreement. Our records reveal that your wife called on July 7, 2016. She requested to lease a third receiver for the Tailgater. As a result, the DISH’n It Up (DIU) equipment upgrade was added to your account with a 24-month commitment. The agent advised your wife that a technician will deliver the receiver. The agreement was signed on July 9, 2016, (the date of delivery). Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, the signature may look distorted. When we spoke, I advised you that your original Digital Home Advantage (DHA) commitment will be fulfilled on December 1, 2016. When this agreement ends, I will made an exception and remove the DIU term commitment from your account. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
September 7, 2016 Dear Ms. [redacted]: On August 30, 2016, we received your complaint, dated August 29, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 1, 2 and 7, 2016, have been unsuccessful. I was not given...
the option to leave a voice message. You said that you disconnected your DISH Network account due to the takedown of your local channel 13. You requested that we release your from your contract. We are pleased to announce that we reached an agreement with Tribune Broadcasting and their local channels have been restored. However, because we don’t own the channels we provide, our contract states that programming is subject to change. Although we are unwilling to waive your early termination fee, it can be waived if you restart your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/08/13) */
August 5, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better Business...
Bureau.
You said that you were advised that your monthly rate would remain the same or be similar after your new customer promotion ended. You requested a copy of your customer agreement and to have your early termination fee waived.
When we spoke, I advised you that our records indicate you were sent a sales confirmation email prior to your installation which explained your first and second year pricing. Additionally, you agreed to the terms of our Digital Home Advantage customer agreement which provide for the 24-month commitment. I also advised you that each of your bills showed the credits you were receiving as a line item along with a countdown of how many credits you had remaining.
As I informed you, we have no record of any offers for additional adjustments; however, you were offered several monthly credits but you declined them.
While we regret any inconvenience, as a business, DISH Network is not able to provide continually discounted pricing.
Per your request, a copy of your customer agreement is enclosed.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 11, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted]: On December 8, 2017, we received your rebuttal, dated December 1, 2017, filed with the Revdex.com. You said that you left two messages for your case manager from our Corporate Field Resolutions (CFR) Team, but you had not heard back. I contacted CFR and they advised me that your claim was closed. Your case manager emailed me on December 5, 2017, to report that your receiver was being tested and a settlement offer had been made to you. We appreciate your patience while we processed your claim. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 3, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear Mr. [redacted]: On March 2, 2017, we received your complaint, dated February 28, 2017, filed with the Revdex.com. You indicated that you are receiving emails for a DISH Network account that does not belong to you. You requested that your email address be removed and to receive confirmation that other personal information is not attached to the account. When I spoke with you by phone on March 2, 2017, I advised you that I removed your email address from the DISH Network account in question. I also informed you that your personal information is not attached to this or any other account in our system. We appreciate that you brought your customer service concerns to our attention and we apologize for any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: this is a lie [redacted] ask me to send advertisement and I mailed copy to day
Sincerely,
[redacted]
February 13, 2018 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On February 8, 2018, we received your complaint, dated February 7, 2018, filed with the Revdex.com. My attempts to reach you by phone on February 8, 2018, were unsuccessful because the individual who answered the phone at (409) 201-0960) advised me that I had the wrong phone number. I also sent an email to [redacted].[redacted]@gmail.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you fulfilled your initial contract and you did not agree to a new one. You also stated that you were advised you could view the agreement through your online DISH Network account. Furthermore, you mentioned that your price increased without notice. Your DISH Network service was activated on December 24, 2015, with a 24-month commitment though December 23, 2017. Although this term commitment was fulfilled, our records show that you accepted a new 24-month commitment for our Preferred Customer Offer on January 7, 2018, through your online DISH Network account. This offer included a $10.00 monthly discount and a monthly $5.00 eAutoPay discount with a price guarantee for 24 months. Please be advised that in order to add the offer, you have to specifically select the redeem button after logging into your online account. Once this button is selected, the offer details including the pricing and 24-month commitment information are disclosed. However, the offer will still not be added until the radio button accepting the term and conditions is selected and the submit button is chosen. Our records show that an email was sent on January 7, 2018, confirming the addition of the Preferred Customer Offer. As this is an offer that was added online, there is no signed agreement. We, like all other Pay-TV providers, must increase our prices to help cover increasing programming costs from channel owners. On January 16, 2018, the price of the America’s Top 200 package was increased by $3.00 and the price of the local channels was increased by $2.00. Notification of the increase was included in your January 24, 2018, billing statement. Even though your service was disconnected on February 7, 2018, and you were charged an early termination fee of $230.00, your service was restarted on February 8, 2018, and the fee was reversed. I made an exception and waived the remaining term commitment on your account. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On [redacted] 6, 2016, we received your complaint, dated [redacted] 5, 2016, filed with the Revdex.com. You maintain that a customer service chat agent told you they would give you an extension to make a payment until [redacted] 6, 2016. As I advised you in my previous response, we have no record of an extension being offered. 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 ###-###-####
June 27, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 22, 2016, we received your complaint, dated June 20, 2016, filed with the Revdex.com. You expressed concern with the debit of $260.00 that was applied to your credit card account. You maintain that the debit was unauthorized and the account is in your wife’s name. Our records show that you are listed as an authorized user on your wife’s account. The service was activated on May 16, 2015, with a 24-month commitment. A sales confirmation email was sent prior to the installation, to the same email address ([redacted]@gmail.com) provided in your complaint. This email provided you with an opportunity to view the terms and conditions of our service. Your service was disconnected on April 20, 2016, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $260.00 was applied to your account. Per the promotional agreement, DISH Network may automatically debit the qualifying credit card account for any early termination, unreturned equipment and/or shipping fees applied. As a result, $260.00 was debited from your credit card account on May 12, 2016, for the early termination fee. Enclosed is a copy of the agreement wherein this is disclosed. When I spoke with you by phone on June 24, 2016, I advised you that we are unable to process a refund; however, the call was lost. My attempt to call you back was unsuccessful; however, I left a message. We suggest that you contact your financial institution for further options. 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 Enclosure cc:
February 4, 2016 Mr. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] 8[redacted]###-###-####450 Dear Mr. [redacted]: ...
On February 4, 2016, we received your correspondence, dated February 3, 2016, filed with the Revdex.com. You expressed concern that the local CBS channel for Fort Myers, FL was removed from the DISH Network channel lineup. You requested to cancel the service without penalty. When we spoke on February 1, 2016, I advised you that periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer you high-quality content at a fair value. If a deal cannot be reached, the channel may be removed until an agreement is made. DISH Network reserves the right to change programming, packages and prices. I enclosed a copy of your signed Digital Home Advantage (DHA) agreement for your records. You may also view our agreements online at http://www.dish.com/legal. We sent an over-the-air antenna to assist you with viewing your local CBS station at no cost. It was delivered to your address by UPS on February 3, 2016. As a courtesy, we also applied a $5.00 monthly credit to your account for six months. Your request to waive the early termination fee cannot be honored. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
Tell us why here...February 13, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 30, 2018, we received your complaint, dated January 29, 2018, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you experienced technical issues and that you never agreed to the 24-month commitment. When we spoke, I informed you that a review of your calls to us revealed that you were made aware of, and agreed to, a new 24-month commitment in order to take part in our Renewal Promotion. You accepted our terms of service through your myDISH.com account on January 26, 2017. Our records also show that we received two technical assistance calls in January 2018. During your first call on January 22, 2018, our records indicate that your issue was resolved during over-the-phone troubleshooting, but you declined to take any troubleshooting steps during your January 26, 2018, call. The agents with whom you spoke offered to send a technician or troubleshoot your issue, but you declined and disconnected your DISH Network account. As we were not given adequate opportunity to resolve any technical issues you may have experienced, and as you agreed to a new 24-month commitment, we are unable to waive your $120.00 early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
December 13, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On December 1, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You maintain that you canceled your internet service with DISH Network over a year ago; however, you continued to be billed in error. You requested a refund for the amount that you were overcharged. When we spoke, I advised you that the internet service remained active due to an error that has since been corrected. I offered to refund you $451.59 in charges for internet service since September 2015. You accepted my resolution. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/12/14) */
December 9, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015,...
filed with the Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX on December 4, 7 and 8, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the charges on your account. You indicated that you unbundled your service from Windstream; however, the amount that you paid for the month of October 2015 was not transferred. You were also concerned with the service interruption.
A review of your account shows that your service was unbundled from Windstream on August 15, 2015. A total credit of $149.77 was transferred from Windstream and was applied to your DISH Network account on August 16, 2015, and September 15, 2015. Enclosed is a copy of your billing statement showing the credits.
Although your service was disconnected for non-payment, it was restarted on November 27, 2015.
Two credits totaling $117.07 would have applied to your account on December 15, 2015. However, I reversed these credits and applied a lump-sum credit of $117.07 to your account which immediately applied to 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] CO XXXXX
[redacted]
March 4, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You said that a payment was debited from your bank account but never applied to your DISH Network account. You requested to have the payment applied, and compensation for your time. When I spoke with Mr. [redacted], I requested that he send me a copy of the statement prior to the one that was already sent to us. He did so and, while our records still do not reflect that we ever received the funds to which you refer, I made an exception and applied a $154.73 credit to your account. As a courtesy, I also reversed the four $9.00 Promise-To-Pay fees applied to your account since December 28, 2015. While we sincerely regret any inconvenience, we are unable to provide compensation for this issue. 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...
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.
September 22, 2016 Dear Mr. [redacted]: On September 15, 2016, we received your correspondence, dated September 13, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on September 20, 21 and 22, 2016. I left three voice...
messages. You said you received a call from TV Latino and you were offered discounted programming at $41.00 per month with a receiver upgrade. You indicated that you mailed a money order to that company in the amount of $135.00. You expressed concern with the higher monthly billing amount and you disputed the early termination fee. DISH Network does not offer a promotion with benefits matching those described. The individual who contacted you was not a DISH Network representative and is in no way affiliated with DISH Network. This means that the $135.00 payment you mailed was not collected by DISH Network or any of our representatives. If you have not done so already, we recommend you take the following steps: 1) Contact your local law enforcement and file a police report. 2) If you provided any credit card or banking information to the perpetrator, you should contact your bank and notify them that your information has been compromised. 3) If you provided your Social Security Number to the perpetrator, you should contact the three major credit bureaus--Equifax ###-###-####, Experian ###-###-####, and TransUnion ###-###-####--to place a fraud alert on your credit file. On September 13, 2016, the early termination fee was waived on your account. You may cancel your service at any time without a penalty. 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 ###-###-####