Initial Business Response /* (1000, 4, 2015/11/23) */
November 18, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your correspondence, dated November 16,...
2015, filed with the Revdex.com.
You said you have had only one HD DVR 722 model receiver active. You disputed the unreturned equipment fee for a VIP 612 model receiver. However, you indicated that you signed the service agreement showing that both receivers were installed. You also maintain you were billed in error for receiver fees.
When we spoke today, I informed you that I made an exception and the unreturned equipment fees of $215.07 were reversed. As of November 18, 2015, your DISH Network account is at a zero balance.
I also advised you that we have no record of a billing dispute for the receiver fees until we received this correspondence; therefore, we are unable to provide credit for the receiver fees. 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: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/26) */
June 25, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 17, 2015, we received your correspondence, dated June 16, 2015, filed...
with the Revdex.com.
You indicated that you were overcharged on your June bill. Your service was pending disconnection due to the issue and you are displeased with the increased cost of your DISH Network service. You requested that the error be corrected. You would like a refund for the overpayment, and the return shipping charges waived.
In our June 17, 2015, email correspondence you confirmed that the issue was addressed and your service was not disconnected. You were also offered monthly discounts on your service. We reviewed the billing issues. You indicated that you were promised you would not be billed until July. I offered to resolve the $50.00 account balance for June. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 8, 2016, we received your correspondence, dated February 5, 2016, filed with the Revdex.com. You said you canceled your service as your local CBS station out of Ft. Myers, FL, was removed from the DISH Network channel lineup. You disputed the early termination and return shipping fees. Our records show that this matter was previously addressed by letter correspondence, dated February 8, 2016, through the Florida Attorney General’s Office. I have enclosed a copy for your records. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] February 8, 2016 Mr. [redacted]Office of Citizen ServicesConsumer Affairs and ProtectionOffice of the Attorney GeneralState of Florida[redacted] [redacted]
*Re: Mr. [redacted] Issue Number: [redacted] Dear Mr. [redacted]: On February 8, 2016, we received your correspondence, dated February 5, 2016, regarding Mr. [redacted]. Mr. [redacted] said he canceled his service as the Fort Myers, FL, CBS channel was removed from the channel lineup. He disputed the early termination fee and return shipping fee. When I spoke with Mr. [redacted] today, I informed him that because DISH Network and the owner of CBS Fort Myers, FL had not reached a contractual agreement, the channel was removed from the channel lineup. However, an agreement was subsequently reached and the channel was restored on February 5, 2016. I advised Mr. [redacted] that he established his service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. We reveal in all our agreements that DISH Network has the right to change, add, delete or rearrange programming at any time. The DHA agreement also states that the customer agrees to bear all costs and expenses of the equipment return. I have enclosed a copy of Mr. [redacted] signed DHA agreement for your review. Since Mr. [redacted] service was disconnected prior to the promotional fulfillment date, he was billed $440.00 for an early termination fee and a $10.00 return box fee for the equipment return. We ask that the balance of $505.28 (plus tax) be paid for these fees and service rendered. We regret any inconvenience Mr. [redacted] may have experienced. 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: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] Enclosure cc: Mr. [redacted] [redacted] [redacted] [redacted] [redacted]
July 19, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 14, 2016, filed with the Revdex.com. You expressed concern regarding technical issues you experienced with your Hopper 3 system. You decided to close your account due to the takedown of the NFL Network, and you asked that we waive your Early Termination Fee (ETF) and Box Return Fee. When we spoke I informed you that, according to our records, a technician was sent to your home to address your technical concerns. You advised me that the issues continued after the technician visit. However, we don’t have any record of contact from you regarding technical issues after the technician visit. Per our contract, programming is subject to change, as we don’t own the channels we provide and from time to time, we have to renegotiate our contracts with the providers. We also advise our customers of the Box Return Fee at the point of sale and when the service is cancelled. In addition, this is disclosed in our contract agreement (copy enclosed). I offered to restart your account and provide you with a $30.00 monthly credit for 12 months, but you declined. Although we consider the ETF and Box Return Fees valid, I offered to waive half of the $511.24 balance. You accepted my offer, and your final balance is $255.62. 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
Initial Business Response /* (1000, 5, 2015/08/24) */
August 14, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On August 14, 2015, we received your complaint, dated August 11,...
2015, filed with the Revdex.com.
You indicated that DISH Network debited $1.00 from your checking account.
When I spoke with you by telephone today, I informed you that we do not have a record of a $1.00 payment on your account. DISH Network will place a $1.00 hold on a debit/credit card upon qualification for one of our promotions. We do not show that you have attempted to qualify for a promotion. As a one-time exception, I placed a $1.00 credit to your account.
We do not show that we have your checking account information. You declined providing me with a copy of your bank statement so that we are able to further research your claim
I suggested that you contact your bank to check for any other transactions from other sources as a precaution.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
August 19, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. I attempted to reach you at [redacted] on August 16, 18 and 19, 2016, and I left three voice messages. Although...
you returned my call, be were unable to speak directly. You expressed concern with the dishNET internet service and you disputed the early termination fee. You established your service under the Digital Home Advantage (DHA) and dishNET internet promotions with separate 24-month commitments. A sales confirmation email was sent to you at [redacted]@gmail.com on January 12, 2016. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation. We regret that the internet service is not to your satisfaction. In the interest of resolving this matter, I made an exception and waived the internet early termination fee. 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 [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
Dear Ms. Booker-[redacted]: On February 18, 2016, we received your complaint, dated February 17, 2016, filed with the Revdex.com. You mentioned that you want us to provide notification of changes to our customers. We strive to provide excellent service, and we regret that your experience was unsatisfactory. 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, 5, 2015/07/07) */
July 3, 2015
Mr. [redacted]
2101 Washington St.
Bellevue, NE XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 26, 2015, we received your complaint, dated June 25, 2015, filed with...
the Revdex.com.
You maintain that when you placed the order for internet service, you were told that you would get internet speeds up to 7mbps; however, you have found that you are only receiving 1.5mbps. You requested that the internet service be canceled without penalty.
I listened to the call from September 23, 2014, when you placed the order for internet service. The agent did disclose to you the only internet speed available was 1.5mbps and you accepted. Nonetheless, I waived the early termination fee. You may cancel your internet service at any time without penalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
John McPhaul
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Tell us why here...September 23, 2016 Dear Ms. [redacted]: On September 12, 2016, we received your complaint, dated September 11, 2016, filed with the Revdex.com. You said that you had requested your mother’s account be disconnected in January 2016. You indicated...
that you received a bill on September 3, 2016. You asked that her account be disconnected and the balance cleared. You spoke with a DISH Network representative on September 9, 2016, who disconnected your mother’s service and zeroed out the balance. When I spoke with you, I confirmed this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT###-###-####
Initial Business Response /* (1000, 9, 2015/04/28) */
April 27, 2015
Mr. [redacted] and Ms. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted] and Ms. [redacted]:
On April 24, 2015, we received your...
correspondence, dated April 23, 2015, filed with the Revdex.com.
You requested a refund of $120.00.
Per your request, your account was disconnected on March 17, 2015. Our records show that $120.00 was collected for the early termination fee with the qualifying credit card on April 6, 2015. On this same date, as Credit Card AutoPay (CCA) was established on your account previously, a payment in the amount of $126.36 was collected. Please note that in order to prevent a CCA payment from processing, the payment option must be removed from the account a minimum of seven days prior to the payment due date.
When we spoke on April 24, 2015, I advised you that a refund of $120.00 was applied to your credit card account ending in 8528 on April 21, 2015.
I apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]
Initial Consumer Rebuttal /* (2000, 11, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's sad that I had to go through all of this and file a complaint with Revdex.com before they would issued my money back. It sure would have been a lot easier if they would not have lied about the credit and just issued the credit back to me.
I am glad that there is a Revdex.com thanks for the help
Dear Ms. [redacted]: On January 7, 2016, we received your correspondence, dated January 6, 2016, filed with the Revdex.com. You asked that DISH Network change your final bill to reflect that you requested your account disconnection. Additionally, you were displeased that the unpaid...
account balance was sent to collections. You requested a corrected bill and an apology. Our records indicate that this issue was addressed by Mr. [redacted], a DISH Network Customer Resolution Specialist, today. According to our records, your account disconnection was voluntary and took effect November 11, 2015. Our bills to not include the status of an account disconnection. A bill was generated on November 11, 2015, for the $76.19 balance owed on your account. Additional billing was generated on December 11, 2015, and again on December 24, 2015, before your account was sent to collections. Payment was received on January 7, 2016, to resolve the account balance. I have enclosed a copy of the bills for your records. Unfortunately, the collection is valid and cannot be reversed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
August 15, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 11, 12 and 15, 2016, have been unsuccessful; however, I was able to leave a...
voice message on each attempt. You said that your credit card account was charged weekly, so you contacted our customer service and asked that we remove it from your account. However, you said that after your request, your credit card account was charged $320.00. You requested a refund and removal of the current balance due. Our records reflect that we removed Credit Card AutoPay from your account when you requested on May 2, 2016. However, your credit card account is kept on file due to the fact that you lease equipment from us. Your credit card information is totally removed from our system once your account is disconnected and the leased equipment has been returned. Because your account was disconnected before you fulfilled your contract, we consider the $320.00 early termination fee to be a valid charge. Your account was restarted on August 4, 2016. The early termination fee was waived and a refund was provided on August 9, 2016. Your request for a credit of $375.16 to remove the current balance due is denied. 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 22, 2016 Dear Mr. [redacted]: On November 22, 2016, we received your complaint, dated November 21, 2016, filed with the Revdex.com. Your complaint did not include an attachment or complaint details; however, I have corresponded with you...
via email previously regarding your service interruption, and your request to change your billing due date. As indicated in my October 19 and 21, 2016, emails, in order to change your due date, your account needs to be at a zero balance. At that time, your account had a balance due of $96.91, for service from September 30, 2016, through October 29, 2016. Since a payment was not received, a billing statement of $201.41 was generated on November 1, 2016. This billing statement included the new month’s charges, a $7.00 late fee and the previous unpaid balance. In my November 3, 4 and 7, 2016, emails, I advised you of the charges on your account and I told you that a payment would be required to avoid a service interruption. We did not receive a payment. As a result, your service was interrupted on November 12, 2016. I followed up with emails on November 16 and 22, 2016, again advising you of the balance due and the options available to you to restore your service. I also explained that if your service was fully disconnected, you would be charged an early termination fee. To date, we have not received a payment. In order to restore your service, a payment of at least $76.91 is required. If a payment is not received, your service will be fully disconnected on December 12, 2016. At that point, an early termination fee of $280.00 will be applied for the non-fulfillment of your term commitment. You will also forfeit any account credits ($20.00 a month) being applied to your account. Enclosed are copies of your past billing statements and a copy of your 24-month agreement for your review. Additionally, in your emails you requested that DISH Network provide you with account credits. As this is not an issue that was caused by DISH Network, no credits are due. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
January 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 20, 2016, we received your complaint, dated January 17, 2016, filed with the Revdex.com. You expressed concern with your attempts to establish DISH Network service. DISH Network monitors all sales for suspicious and potentially fraudulent activity. Our system detected that the information you provided matched two of the attributes listed on an existing DISH Network account. Although we were unable to proceed with the order initially, our records confirm that a service order was established on January 17, 2016, with an installation date of January 18, 2016, but you opted to cancel the service order. Please be advised that the previous customer’s debt is not attached to your name. When I spoke with your wife by phone on January 20, 2016, she indicated that the matter was previously resolved. We strive to provide excellent service and regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc:
Initial Business Response /* (1000, 5, 2015/05/11) */
April 30, 2015
Ms. [redacted] S. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed...
with the Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that you were provided incorrect information by your technician and that the picture quality was poor. You requested to have your early termination fee waived and your initial payment refunded.
When we spoke I advised you that, while our records indicate that the issue may have not been due to DISH Network equipment, I made an exception and waived your early termination fee. I also informed you that I would refund your initial payment of $136.00.
We regret any inconvenience this issue may have caused. I've forwarded your concern about your experience to the appropriate department for internal review.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you [redacted] for waiving the early termination fees and refunding our initial payment. Just wished we were able to get all this done without getting the Revdex.com involved.
[redacted]Dear Mr. [redacted]:On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.I unsuccessfully attempted to contact you at [redacted] on January 8, 12 and 14, 2016, and I left three messages. You indicated that you contacted Windstream for bundled service with [redacted] Network, but you canceled the order for [redacted] Network and you requested a $50.00 refund.A review of this account reveals that the order was canceled and we issued a $50.00 refund on September 17, 2015. The funds were returned to the credit card account ending in [redacted].Both the charge and the debit (which cancel each other out) are shown on your Windstream bill. Therefore, no further refund is due.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations Team[redacted] Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT###-###-####cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 5, 2015/08/26) */
August 11, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear[redacted]:
On August 10, 2015, we received your complaint, dated August 7, 2015, filed...
with the Revdex.com.
You said you were advised that your early termination fee would be waived if your service could not be installed.
When we spoke, I informed you that I reviewed your calls to DISH Network and I was unable to find an instance when you were advised that your early termination fee would be waived. Please note that installation restrictions by your landlord are not under DISH Network's control and as such, your early termination fee is valid. Nevertheless, as a courtesy, I waived your early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 24, 25 and 30, 2016, and I left three messages. You expressed concern that thisDISH Network account was sent to collections and you maintain that you disconnected the service due to technical issues. A review of this account reveals that when you contacted us on January 5, 2013, to disconnect the service, the customer service agent offered to schedule a technician visit but you declined the offer. The agent also informed you of the $60.00 early termination fee. It was applied to your account on February 8, 2013, and we provided billing statements to the address listed on your account (copies enclosed). Additionally, we emailed notification of your billing statements to you at [redacted]@me.com on March 7, 2013, April 7, 2013, and May 7, 2013. Your account was charged off on May 6, 2013, and forwarded to collections. Although the charges are valid, as an exception, I removed the $69.43 balance and the collection records will be updated. 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]
Initial Business Response /* (1000, 4, 2015/11/23) */
November 18, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your correspondence, dated November 16,...
2015, filed with the Revdex.com.
You said you have had only one HD DVR 722 model receiver active. You disputed the unreturned equipment fee for a VIP 612 model receiver. However, you indicated that you signed the service agreement showing that both receivers were installed. You also maintain you were billed in error for receiver fees.
When we spoke today, I informed you that I made an exception and the unreturned equipment fees of $215.07 were reversed. As of November 18, 2015, your DISH Network account is at a zero balance.
I also advised you that we have no record of a billing dispute for the receiver fees until we received this correspondence; therefore, we are unable to provide credit for the receiver fees. 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: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
This issue has been resolved. Thank you very much!
Initial Business Response /* (1000, 5, 2015/06/26) */
June 25, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 17, 2015, we received your correspondence, dated June 16, 2015, filed...
with the Revdex.com.
You indicated that you were overcharged on your June bill. Your service was pending disconnection due to the issue and you are displeased with the increased cost of your DISH Network service. You requested that the error be corrected. You would like a refund for the overpayment, and the return shipping charges waived.
In our June 17, 2015, email correspondence you confirmed that the issue was addressed and your service was not disconnected. You were also offered monthly discounts on your service. We reviewed the billing issues. You indicated that you were promised you would not be billed until July. I offered to resolve the $50.00 account balance for June. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 8, 2016, we received your correspondence, dated February 5, 2016, filed with the Revdex.com. You said you canceled your service as your local CBS station out of Ft. Myers, FL, was removed from the DISH Network channel lineup. You disputed the early termination and return shipping fees. Our records show that this matter was previously addressed by letter correspondence, dated February 8, 2016, through the Florida Attorney General’s Office. I have enclosed a copy for your records. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] February 8, 2016 Mr. [redacted]Office of Citizen ServicesConsumer Affairs and ProtectionOffice of the Attorney GeneralState of Florida[redacted] [redacted]
*Re: Mr. [redacted] Issue Number: [redacted] Dear Mr. [redacted]: On February 8, 2016, we received your correspondence, dated February 5, 2016, regarding Mr. [redacted]. Mr. [redacted] said he canceled his service as the Fort Myers, FL, CBS channel was removed from the channel lineup. He disputed the early termination fee and return shipping fee. When I spoke with Mr. [redacted] today, I informed him that because DISH Network and the owner of CBS Fort Myers, FL had not reached a contractual agreement, the channel was removed from the channel lineup. However, an agreement was subsequently reached and the channel was restored on February 5, 2016. I advised Mr. [redacted] that he established his service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. We reveal in all our agreements that DISH Network has the right to change, add, delete or rearrange programming at any time. The DHA agreement also states that the customer agrees to bear all costs and expenses of the equipment return. I have enclosed a copy of Mr. [redacted] signed DHA agreement for your review. Since Mr. [redacted] service was disconnected prior to the promotional fulfillment date, he was billed $440.00 for an early termination fee and a $10.00 return box fee for the equipment return. We ask that the balance of $505.28 (plus tax) be paid for these fees and service rendered. We regret any inconvenience Mr. [redacted] may have experienced. 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: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] Enclosure cc: Mr. [redacted] [redacted] [redacted] [redacted] [redacted]
July 19, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 14, 2016, filed with the Revdex.com. You expressed concern regarding technical issues you experienced with your Hopper 3 system. You decided to close your account due to the takedown of the NFL Network, and you asked that we waive your Early Termination Fee (ETF) and Box Return Fee. When we spoke I informed you that, according to our records, a technician was sent to your home to address your technical concerns. You advised me that the issues continued after the technician visit. However, we don’t have any record of contact from you regarding technical issues after the technician visit. Per our contract, programming is subject to change, as we don’t own the channels we provide and from time to time, we have to renegotiate our contracts with the providers. We also advise our customers of the Box Return Fee at the point of sale and when the service is cancelled. In addition, this is disclosed in our contract agreement (copy enclosed). I offered to restart your account and provide you with a $30.00 monthly credit for 12 months, but you declined. Although we consider the ETF and Box Return Fees valid, I offered to waive half of the $511.24 balance. You accepted my offer, and your final balance is $255.62. 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
Initial Business Response /* (1000, 5, 2015/08/24) */
August 14, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On August 14, 2015, we received your complaint, dated August 11,...
2015, filed with the Revdex.com.
You indicated that DISH Network debited $1.00 from your checking account.
When I spoke with you by telephone today, I informed you that we do not have a record of a $1.00 payment on your account. DISH Network will place a $1.00 hold on a debit/credit card upon qualification for one of our promotions. We do not show that you have attempted to qualify for a promotion. As a one-time exception, I placed a $1.00 credit to your account.
We do not show that we have your checking account information. You declined providing me with a copy of your bank statement so that we are able to further research your claim
I suggested that you contact your bank to check for any other transactions from other sources as a precaution.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
August 19, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. I attempted to reach you at [redacted] on August 16, 18 and 19, 2016, and I left three voice messages. Although...
you returned my call, be were unable to speak directly. You expressed concern with the dishNET internet service and you disputed the early termination fee. You established your service under the Digital Home Advantage (DHA) and dishNET internet promotions with separate 24-month commitments. A sales confirmation email was sent to you at [redacted]@gmail.com on January 12, 2016. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation. We regret that the internet service is not to your satisfaction. In the interest of resolving this matter, I made an exception and waived the internet early termination fee. 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 [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
Dear Ms. Booker-[redacted]: On February 18, 2016, we received your complaint, dated February 17, 2016, filed with the Revdex.com. You mentioned that you want us to provide notification of changes to our customers. We strive to provide excellent service, and we regret that your experience was unsatisfactory. 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, 5, 2015/07/07) */
July 3, 2015
Mr. [redacted]
2101 Washington St.
Bellevue, NE XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 26, 2015, we received your complaint, dated June 25, 2015, filed with...
the Revdex.com.
You maintain that when you placed the order for internet service, you were told that you would get internet speeds up to 7mbps; however, you have found that you are only receiving 1.5mbps. You requested that the internet service be canceled without penalty.
I listened to the call from September 23, 2014, when you placed the order for internet service. The agent did disclose to you the only internet speed available was 1.5mbps and you accepted. Nonetheless, I waived the early termination fee. You may cancel your internet service at any time without penalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
John McPhaul
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Tell us why here...September 23, 2016 Dear Ms. [redacted]: On September 12, 2016, we received your complaint, dated September 11, 2016, filed with the Revdex.com. You said that you had requested your mother’s account be disconnected in January 2016. You indicated...
that you received a bill on September 3, 2016. You asked that her account be disconnected and the balance cleared. You spoke with a DISH Network representative on September 9, 2016, who disconnected your mother’s service and zeroed out the balance. When I spoke with you, I confirmed this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT###-###-####
Initial Business Response /* (1000, 9, 2015/04/28) */
April 27, 2015
Mr. [redacted] and Ms. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted] and Ms. [redacted]:
On April 24, 2015, we received your...
correspondence, dated April 23, 2015, filed with the Revdex.com.
You requested a refund of $120.00.
Per your request, your account was disconnected on March 17, 2015. Our records show that $120.00 was collected for the early termination fee with the qualifying credit card on April 6, 2015. On this same date, as Credit Card AutoPay (CCA) was established on your account previously, a payment in the amount of $126.36 was collected. Please note that in order to prevent a CCA payment from processing, the payment option must be removed from the account a minimum of seven days prior to the payment due date.
When we spoke on April 24, 2015, I advised you that a refund of $120.00 was applied to your credit card account ending in 8528 on April 21, 2015.
I apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]
Initial Consumer Rebuttal /* (2000, 11, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's sad that I had to go through all of this and file a complaint with Revdex.com before they would issued my money back. It sure would have been a lot easier if they would not have lied about the credit and just issued the credit back to me.
I am glad that there is a Revdex.com thanks for the help
Dear Ms. [redacted]: On January 7, 2016, we received your correspondence, dated January 6, 2016, filed with the Revdex.com. You asked that DISH Network change your final bill to reflect that you requested your account disconnection. Additionally, you were displeased that the unpaid...
account balance was sent to collections. You requested a corrected bill and an apology. Our records indicate that this issue was addressed by Mr. [redacted], a DISH Network Customer Resolution Specialist, today. According to our records, your account disconnection was voluntary and took effect November 11, 2015. Our bills to not include the status of an account disconnection. A bill was generated on November 11, 2015, for the $76.19 balance owed on your account. Additional billing was generated on December 11, 2015, and again on December 24, 2015, before your account was sent to collections. Payment was received on January 7, 2016, to resolve the account balance. I have enclosed a copy of the bills for your records. Unfortunately, the collection is valid and cannot be reversed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
August 15, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 11, 12 and 15, 2016, have been unsuccessful; however, I was able to leave a...
voice message on each attempt. You said that your credit card account was charged weekly, so you contacted our customer service and asked that we remove it from your account. However, you said that after your request, your credit card account was charged $320.00. You requested a refund and removal of the current balance due. Our records reflect that we removed Credit Card AutoPay from your account when you requested on May 2, 2016. However, your credit card account is kept on file due to the fact that you lease equipment from us. Your credit card information is totally removed from our system once your account is disconnected and the leased equipment has been returned. Because your account was disconnected before you fulfilled your contract, we consider the $320.00 early termination fee to be a valid charge. Your account was restarted on August 4, 2016. The early termination fee was waived and a refund was provided on August 9, 2016. Your request for a credit of $375.16 to remove the current balance due is denied. 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 22, 2016 Dear Mr. [redacted]: On November 22, 2016, we received your complaint, dated November 21, 2016, filed with the Revdex.com. Your complaint did not include an attachment or complaint details; however, I have corresponded with you...
via email previously regarding your service interruption, and your request to change your billing due date. As indicated in my October 19 and 21, 2016, emails, in order to change your due date, your account needs to be at a zero balance. At that time, your account had a balance due of $96.91, for service from September 30, 2016, through October 29, 2016. Since a payment was not received, a billing statement of $201.41 was generated on November 1, 2016. This billing statement included the new month’s charges, a $7.00 late fee and the previous unpaid balance. In my November 3, 4 and 7, 2016, emails, I advised you of the charges on your account and I told you that a payment would be required to avoid a service interruption. We did not receive a payment. As a result, your service was interrupted on November 12, 2016. I followed up with emails on November 16 and 22, 2016, again advising you of the balance due and the options available to you to restore your service. I also explained that if your service was fully disconnected, you would be charged an early termination fee. To date, we have not received a payment. In order to restore your service, a payment of at least $76.91 is required. If a payment is not received, your service will be fully disconnected on December 12, 2016. At that point, an early termination fee of $280.00 will be applied for the non-fulfillment of your term commitment. You will also forfeit any account credits ($20.00 a month) being applied to your account. Enclosed are copies of your past billing statements and a copy of your 24-month agreement for your review. Additionally, in your emails you requested that DISH Network provide you with account credits. As this is not an issue that was caused by DISH Network, no credits are due. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
January 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 20, 2016, we received your complaint, dated January 17, 2016, filed with the Revdex.com. You expressed concern with your attempts to establish DISH Network service. DISH Network monitors all sales for suspicious and potentially fraudulent activity. Our system detected that the information you provided matched two of the attributes listed on an existing DISH Network account. Although we were unable to proceed with the order initially, our records confirm that a service order was established on January 17, 2016, with an installation date of January 18, 2016, but you opted to cancel the service order. Please be advised that the previous customer’s debt is not attached to your name. When I spoke with your wife by phone on January 20, 2016, she indicated that the matter was previously resolved. We strive to provide excellent service and regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc:
Initial Business Response /* (1000, 5, 2015/05/11) */
April 30, 2015
Ms. [redacted] S. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed...
with the Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that you were provided incorrect information by your technician and that the picture quality was poor. You requested to have your early termination fee waived and your initial payment refunded.
When we spoke I advised you that, while our records indicate that the issue may have not been due to DISH Network equipment, I made an exception and waived your early termination fee. I also informed you that I would refund your initial payment of $136.00.
We regret any inconvenience this issue may have caused. I've forwarded your concern about your experience to the appropriate department for internal review.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you [redacted] for waiving the early termination fees and refunding our initial payment. Just wished we were able to get all this done without getting the Revdex.com involved.
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
...
[redacted]Dear Mr. [redacted]:On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.I unsuccessfully attempted to contact you at [redacted] on January 8, 12 and 14, 2016, and I left three messages. You indicated that you contacted Windstream for bundled service with [redacted] Network, but you canceled the order for [redacted] Network and you requested a $50.00 refund.A review of this account reveals that the order was canceled and we issued a $50.00 refund on September 17, 2015. The funds were returned to the credit card account ending in [redacted].Both the charge and the debit (which cancel each other out) are shown on your Windstream bill. Therefore, no further refund is due.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations Team[redacted] Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT###-###-####cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 5, 2015/08/26) */
August 11, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear[redacted]:
On August 10, 2015, we received your complaint, dated August 7, 2015, filed...
with the Revdex.com.
You said you were advised that your early termination fee would be waived if your service could not be installed.
When we spoke, I informed you that I reviewed your calls to DISH Network and I was unable to find an instance when you were advised that your early termination fee would be waived. Please note that installation restrictions by your landlord are not under DISH Network's control and as such, your early termination fee is valid. Nevertheless, as a courtesy, I waived your early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 30, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 24, 25 and 30, 2016, and I left three messages. You expressed concern that thisDISH Network account was sent to collections and you maintain that you disconnected the service due to technical issues. A review of this account reveals that when you contacted us on January 5, 2013, to disconnect the service, the customer service agent offered to schedule a technician visit but you declined the offer. The agent also informed you of the $60.00 early termination fee. It was applied to your account on February 8, 2013, and we provided billing statements to the address listed on your account (copies enclosed). Additionally, we emailed notification of your billing statements to you at [redacted]@me.com on March 7, 2013, April 7, 2013, and May 7, 2013. Your account was charged off on May 6, 2013, and forwarded to collections. Although the charges are valid, as an exception, I removed the $69.43 balance and the collection records will be updated. 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]