Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You said you were told that DISH Network will buy out your DIRECTV early termination fee. You expressed concern with the loss of TV service due to weather and problems you encountered with the internet. You disputed the early termination fees. You established your service under the Digital Home Advantage (DHA) and dishNET internet promotions with two separate 24-month commitments through Precision Satellite Sales and Service LLC, an independent retailer. Please note that DISH Network does not offer a trial period to cancel service without a penalty. Because both the TV and internet service were disconnected prior to the promotional fulfillment date, you were billed $440.00 and $380.00 for the DHA and dishNET early termination fees, respectively. When we spoke today, I advised you that DISH Network does not offer a promotion to buy out another TV provider’s early termination fee. In the interest of coming to an agreement, I made an exception and reversed the DHA TV and dishNET internet early termination fees from your account. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. Return boxes and labels will be delivered to your home by UPS. We appreciate your feedback and your concerns will be addressed internally with the appropriate personnel. 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
(The consumer indicated he/she DID NOT accept the response from the business.)
If it covered a full month of service I shouldn't have had an extra $50 added to my next month's bill. They should have made that more clear. By not giving clear information that makes sense I have cancelled my service. I own the equipment that I purchased from you + it was a month-to-month plan it will not affect my credit. I went with [redacted] who made my bill go from $117 = $50 a month.
Initial Business Response /* (1000, 5, 2015/10/19) */
October 12, 2015
Mr. [redacted]
3401 Barker Hollow Pass
Austin, TX XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 6, 2015, we received your complaint, dated October 5,...
2015, filed with the Revdex.com.
You indicated that you had service for many years under account number XXXXXXXXXXXXXXXX at your summer cabin. In June 2013 you contacted DISH Network and the sales representative provided you with new equipment and a new account number. You maintain that the DISH Pause guidelines were not disclosed. You requested that we review the call. You disputed that you are in a 24-month commitment and the $5.00 pause fee and that the commitment is extended each time you place your account on DISH Pause.
I was unable to locate account number XXXXXXXXXXXXXXXX.
When I spoke with you by telephone today, I informed you that there is no sale call available, as it has been over a year and calls are not kept longer than that.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which included free installation of leased equipment, free activation, free programming and monthly discounts. Once the service is disconnected, the leased equipment is required to be returned directly to DISH Network.
The DHA agreement is a commitment for 24 consecutive months of programming and it requires a minimum programming package. When an account is placed on DISH Pause, the minimum required package is not met. Therefore, when the service is reactivated, the commitment is extended by the number of months that the account was paused. This includes a monthly $5.00 fee.
Because the equipment is leased, the service cannot be disconnected each time you leave as the system will expect the equipment to be returned. The only way to accomplish that would be to purchase the equipment.
During our conversation, you informed me that on a previous occasion, you were provided a credit to cover the $5.00 fee for the nine months that your service was in DISH Pause. I agreed to apply a $45.00 credit to your account. As an exception, I also waived the 24-month commitment.
Regarding the signed agreement: after the installation, the technician provides the customer with an electronic device to sign. Please note that the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the settlement as they have agreed to the fact that there is no contract, there will be no contract, and have agreed to give me the Hopper, [redacted], and installation for free, as was guaranteed during the sales call when the equipment was ordered.
[redacted] Dear Ms. [redacted]: On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You said you were advised that your credit card account would not be debited until your service was installed and activated. You cancelled your installation but were charged, and you requested a refund. When we spoke, I advised you that your refund was sent to your bank account on December 21, 2015. A review of your sales call revealed that you were advised your credit card account would be debited during the call in order to secure installation. 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] Tell us why here...
October 10, 2016 Dear Ms. [redacted]: On October 7, 2016, we received your correspondence, dated October 6, 2016, filed with the Revdex.com. You disagreed with my previous response, maintaining that you paid your bill in full. As previously explained, monthly billing statements were sent to you at [redacted]@email.grcc.edu, detailing the activity and billing on your account. Your account has not been paid in full since March 2015. While partial payments were made, the full amount was not paid, causing a past-due balance to carry over from month to month. As a result, your account was interrupted on several occasions, and then completely disconnected due to nonpayment. We ask that the balance of $94.22 for service rendered be paid. 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 ###-###-####
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.
After more than nine months the business sent me a check of $ 16.72 in satisfaction to my claim.
Sincerely,
[redacted]
December 17, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with...
the Revdex.com.
You maintain that your billing statements from DISH Network were inconsistent and you were never charged the amount you were quoted at the time of sale. You said that your phone, internet and television service were unbundled without your request and you cancelled your phone and internet as a result. You indicated that when the unbundled balance was transferred to your television account, you decided to cancel the account. You disputed the early termination fee and remaining balance.
A review of our records reveals that your account was unbundled due to a system error which resulted in you receiving one bill for phone and internet service and a second bill for television service. When you cancelled the internet service, you were charged an early termination fee because you did not complete the 24-month commitment. The fee and remaining balance for phone and internet service was transferred to your television account. When you cancelled your television account, you were charged an early termination fee that was associated with that service's 24-month commitment.
When we spoke today, I advised you that I would waive both early termination fees and all remaining charges for phone, internet and television services. Your account now has a zero balance.
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. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
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
[redacted]
[redacted]
[redacted]
Complaint Response Date bumped because: Holiday
February 19, 2018 Ms. [redacted] 234 Plantation Creek Rd. Fortson, GA 31808 Re: Revdex.com Complaint # [redacted] 3606552 Dear Ms. [redacted]: On February 13, 2018, we received your rebuttal, dated February 8, 2018, filed with the Revdex.com. You said you provided documents on January 26, 2018, and you requested an update. Your documents were previously forwarded to the appropriate personnel for further review. When I receive an update, I will contact you directly. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 3, 2016, filed with the Revdex.com. You indicated that the monthly credit of $50.00 you were promised for 12 months is not being honored. A review of your account shows that credits totaling $30.00 were applied to your DISH Network account on April 1, 2016, for six months. When you contacted us on May 17, 2016, our representative applied an additional monthly credit of $20.00 for 12 months. Although this credit along with the existing credits totals $50.00, the $30.00 credits were not extended. Our records also show that your term commitment was waived. Please be advised that you will not be charged an early termination fee if you choose to disconnect your service. When I spoke with you by phone on June 7, 2016, I advised you that I will extend the $30.00 monthly credit for an additional six months once it ends on September 1, 2016. We strive to provide excellent service and we 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]
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]
Initial Business Response /* (1000, 5, 2015/07/02) */
June 25, 2015
Ms. [redacted]
1267 S. Ammons St.
Lakewood, CO XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 25, 2015, we received your complaint, dated June 23, 2015, filed...
with the Revdex.com.
You expressed concern with the following issues:
DISH Pause
Billing
Equipment
Collections
You indicated that you disconnected your DISH Network service, but it was placed on DISH Pause instead. When DISH Pause expired, the service was restarted and you were billed for three months without notification. Our records reveal that this account was on DISH Pause for nine months. An email was sent to [redacted]@chipotle.com on February 6, 2015, notifying you that your service was restarted.
When I spoke with you by telephone today, I informed you that a review of your account reveals that you contacted us on May 9, 2014, to disconnect your service. A one-time $50.00 credit was previously applied to your account for programming charges. I removed the remaining charges of $272.78.
You were charged for unreturned equipment and made a payment of $306.31. The equipment fees were reversed when the equipment was returned. I submitted a refund for $306.31.
You disputed that your account was referred to collections, even as you did not receive a billing statement. We show that billing statements were mailed to the address on the account on March 4, 2015; April 4, 2015; May 4, 2015; May 15, 2015, and June 15, 2015. The account was not referred to collections until June 16, 2015. Nevertheless, I requested that the account be removed from your credit report.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Gerri Santistevan
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
March 3, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March...
3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You expressed concern regarding your monthly rate. You called in and agreed to lower your package, but you said that the channels you wanted were not in the package as you were told they would be. You requested that your rate be reduced and the channels be restored. When we spoke, you told me that you have returned to the package that carries the channels you want. I agreed to provide you with a $30.00 credit towards your current balance and a $30.00 monthly credit for the next six months. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7039. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 10, 2015/05/28) */
May 24, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 15, 2015, filed with...
the Revdex.com.
You requested a payment arrangement until May 25, 2015. In addition, you indicated that the customer service was rude.
When I spoke with you by telephone today, I informed you that a Promise-To-Pay (PTP) cannot be offered as only one PTP is available per billing cycle. We regret that you do not agree with our policy and procedures.
During our conversation today, you indicated that you were unaware of a PTP being offered previously. You said that the only thing discussed was a reduction in programming.
A review of the call on March 31, 2015, the customer service agent offered to reduce your programming and accept a payment of $4.97. You said that you would discuss it with your husband and call back. You terminated the call and called the following day to make the suggested changes and the requested payment.
Since the account was still delinquent, your service was expected to be interrupted again. A review of a call on April 29, 2015, reveals that you said you could pay your bill on the following Friday, which was May 8, 2015. A PTP was provided for May 8, 2015, to avoid service interruption and you accepted the offer.
As an exception, I provided a PTP for Monday May 25, 2015, per your request, and I restored your service. I waived the $9.00 PTP fee. To avoid further interruption, please remit payment for the current amount due, which is $148.76, with the past-due balance of $117.80.
I also applied an adjustment of $14.41for the eleven days that your service was interrupted and, as a courtesy, I applied a total of $21.00 in credit for three late fees.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
([redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted]
[redacted]
Ms. [redacted]: On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to inquire about services and pricing. A credit inquiry was run without your consent. You requested that this inquiry be removed from your credit report. When we spoke on March 18, 2016, I agreed to submit a request to have the inquiry removed. I received confirmation today that the request was sent to the credit bureau for removal. Please allow 45 days for the update. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
June 28, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. You expressed concern regarding the takedown of KDVR Fox 31. You asked that we release you from your contract. When we spoke by phone, I informed you that I had released you from your contract. You may disconnect your account at any time without penalty. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network’s proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. Contact your local station manager, ad sales department or newsroom and let them know that you support DISH Network. Demand that they end this dispute and get your station back on the air. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
[redacted] Dear Mr. [redacted]: On March 6, 2017, we received your complaint, dated March 3, 2017, filed with the Revdex.com. You stated that on February 25, 2017, DISH Network collected a $295.01 payment without your authorization. You requested that this payment be refunded. When we spoke on March 9, 2017, I advised you that our records indicate that you called in and completed the payment using our automated phone system. You authorized the payment during that process. As the balance owed on your account was $295.01, the payment did not create a credit balance and we are unable to meet your request for a refund. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/05/13) */
May 11, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 4, 2015, we received your correspondence, dated May 1, 2015, filed with...
the Revdex.com.
You said requested to canel your service one day after the installtion and you disputed the early termination fee.
I attempted to reach you at 805-375-6362 on May 5, 7 and 11, 2015. I left two voice messages and on one ocastion there was no optio to leave a message.
Our records show that your established your service uncder the Digital Home Advantage promotion with a 24-month commitment. DISH Network does not offer a grace period to cancel service without an early termination fee.
Neverthelss, I made an exception and waived the early termiation fee from your account. You may cancel the 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
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 8, 9 and 10, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network checked your credit three times although you only authorized one inquiry. You asked that we remove the inquiries from your credit report. In order to assist you, I will need a copy of your credit report reflecting the inquiries. You can email it to me at [redacted]@dish.com or fax it to my attention at [redacted]. Please include your contact information on the fax cover sheet. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: There ads are very misleading my credit is very good never had to pay any upfront fees till this they want us to pay a fee for a leased receiver I taked to there CS and so far the CR has been with the company for a year and have only given out 5 receivers at no cost this to me is bad advertising and just want you money for nothing I will never ever us there service for this and I warn anyone thinking of it be prepared to pay a fee on a leased receiver. Go to [redacted] no fees for good credit no misleading ads.
[redacted] Dear Ms. [redacted]: On May 18, 2016, we received your complaint, dated May 14, 2016, filed with the Revdex.com. You indicated that you have experienced intermittent technical issues with two channels (ID and HLN) for several months. You stated that although you have contacted our Technical Support Department regarding the issues, they remain unresolved. You would like a refund for the past several months, and for your early termination fee to be waived. Your service was activated on March 2, 2016, with a 24-month commitment. Please be advised that to better assist you with the reported technical issue, the issue must be occurring at the time of the call. Our records show that because the issue was not occurring when you contacted us, we asked you to call us back. The basic programming package that you subscribe to is the America’s Top 200 for $64.99 a month. The two channels listed above cost approximately $0.32 each a month. As you indicated that you have experienced issues with these channels for the past three months, I applied a $10.00 credit to your account, as a courtesy. When I spoke with you by phone today, you accepted my offer to schedule a technician visit. I advised you that if the technician is unable to resolve your issues, I am willing to waive your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] [redacted] [redacted]
[redacted]
[redacted]
*
[redacted]
January 15, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear...
Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You said you were told that DISH Network will buy out your DIRECTV early termination fee. You expressed concern with the loss of TV service due to weather and problems you encountered with the internet. You disputed the early termination fees. You established your service under the Digital Home Advantage (DHA) and dishNET internet promotions with two separate 24-month commitments through Precision Satellite Sales and Service LLC, an independent retailer. Please note that DISH Network does not offer a trial period to cancel service without a penalty. Because both the TV and internet service were disconnected prior to the promotional fulfillment date, you were billed $440.00 and $380.00 for the DHA and dishNET early termination fees, respectively. When we spoke today, I advised you that DISH Network does not offer a promotion to buy out another TV provider’s early termination fee. In the interest of coming to an agreement, I made an exception and reversed the DHA TV and dishNET internet early termination fees from your account. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. Return boxes and labels will be delivered to your home by UPS. We appreciate your feedback and your concerns will be addressed internally with the appropriate personnel. 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
(The consumer indicated he/she DID NOT accept the response from the business.)
If it covered a full month of service I shouldn't have had an extra $50 added to my next month's bill. They should have made that more clear. By not giving clear information that makes sense I have cancelled my service. I own the equipment that I purchased from you + it was a month-to-month plan it will not affect my credit. I went with [redacted] who made my bill go from $117 = $50 a month.
Initial Business Response /* (1000, 5, 2015/10/19) */
October 12, 2015
Mr. [redacted]
3401 Barker Hollow Pass
Austin, TX XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 6, 2015, we received your complaint, dated October 5,...
2015, filed with the Revdex.com.
You indicated that you had service for many years under account number XXXXXXXXXXXXXXXX at your summer cabin. In June 2013 you contacted DISH Network and the sales representative provided you with new equipment and a new account number. You maintain that the DISH Pause guidelines were not disclosed. You requested that we review the call. You disputed that you are in a 24-month commitment and the $5.00 pause fee and that the commitment is extended each time you place your account on DISH Pause.
I was unable to locate account number XXXXXXXXXXXXXXXX.
When I spoke with you by telephone today, I informed you that there is no sale call available, as it has been over a year and calls are not kept longer than that.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which included free installation of leased equipment, free activation, free programming and monthly discounts. Once the service is disconnected, the leased equipment is required to be returned directly to DISH Network.
The DHA agreement is a commitment for 24 consecutive months of programming and it requires a minimum programming package. When an account is placed on DISH Pause, the minimum required package is not met. Therefore, when the service is reactivated, the commitment is extended by the number of months that the account was paused. This includes a monthly $5.00 fee.
Because the equipment is leased, the service cannot be disconnected each time you leave as the system will expect the equipment to be returned. The only way to accomplish that would be to purchase the equipment.
During our conversation, you informed me that on a previous occasion, you were provided a credit to cover the $5.00 fee for the nine months that your service was in DISH Pause. I agreed to apply a $45.00 credit to your account. As an exception, I also waived the 24-month commitment.
Regarding the signed agreement: after the installation, the technician provides the customer with an electronic device to sign. Please note that the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the settlement as they have agreed to the fact that there is no contract, there will be no contract, and have agreed to give me the Hopper, [redacted], and installation for free, as was guaranteed during the sales call when the equipment was ordered.
December 28, 2015 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You said you were advised that your credit card account would not be debited until your service was installed and activated. You cancelled your installation but were charged, and you requested a refund. When we spoke, I advised you that your refund was sent to your bank account on December 21, 2015. A review of your sales call revealed that you were advised your credit card account would be debited during the call in order to secure installation. 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] Tell us why here...
October 10, 2016 Dear Ms. [redacted]: On October 7, 2016, we received your correspondence, dated October 6, 2016, filed with the Revdex.com. You disagreed with my previous response, maintaining that you paid your bill in full. As previously explained, monthly billing statements were sent to you at [redacted]@email.grcc.edu, detailing the activity and billing on your account. Your account has not been paid in full since March 2015. While partial payments were made, the full amount was not paid, causing a past-due balance to carry over from month to month. As a result, your account was interrupted on several occasions, and then completely disconnected due to nonpayment. We ask that the balance of $94.22 for service rendered be paid. 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 ###-###-####
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.
After more than nine months the business sent me a check of $ 16.72 in satisfaction to my claim.
Sincerely,
[redacted]
December 17, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with...
the Revdex.com.
You maintain that your billing statements from DISH Network were inconsistent and you were never charged the amount you were quoted at the time of sale. You said that your phone, internet and television service were unbundled without your request and you cancelled your phone and internet as a result. You indicated that when the unbundled balance was transferred to your television account, you decided to cancel the account. You disputed the early termination fee and remaining balance.
A review of our records reveals that your account was unbundled due to a system error which resulted in you receiving one bill for phone and internet service and a second bill for television service. When you cancelled the internet service, you were charged an early termination fee because you did not complete the 24-month commitment. The fee and remaining balance for phone and internet service was transferred to your television account. When you cancelled your television account, you were charged an early termination fee that was associated with that service's 24-month commitment.
When we spoke today, I advised you that I would waive both early termination fees and all remaining charges for phone, internet and television services. Your account now has a zero balance.
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. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
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
[redacted]
[redacted]
[redacted]
Complaint Response Date bumped because: Holiday
February 19, 2018 Ms. [redacted] 234 Plantation Creek Rd. Fortson, GA 31808 Re: Revdex.com Complaint # [redacted] 3606552 Dear Ms. [redacted]: On February 13, 2018, we received your rebuttal, dated February 8, 2018, filed with the Revdex.com. You said you provided documents on January 26, 2018, and you requested an update. Your documents were previously forwarded to the appropriate personnel for further review. When I receive an update, I will contact you directly. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 3, 2016, filed with the Revdex.com. You indicated that the monthly credit of $50.00 you were promised for 12 months is not being honored. A review of your account shows that credits totaling $30.00 were applied to your DISH Network account on April 1, 2016, for six months. When you contacted us on May 17, 2016, our representative applied an additional monthly credit of $20.00 for 12 months. Although this credit along with the existing credits totals $50.00, the $30.00 credits were not extended. Our records also show that your term commitment was waived. Please be advised that you will not be charged an early termination fee if you choose to disconnect your service. When I spoke with you by phone on June 7, 2016, I advised you that I will extend the $30.00 monthly credit for an additional six months once it ends on September 1, 2016. We strive to provide excellent service and we 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]
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]
Initial Business Response /* (1000, 5, 2015/07/02) */
June 25, 2015
Ms. [redacted]
1267 S. Ammons St.
Lakewood, CO XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 25, 2015, we received your complaint, dated June 23, 2015, filed...
with the Revdex.com.
You expressed concern with the following issues:
DISH Pause
Billing
Equipment
Collections
You indicated that you disconnected your DISH Network service, but it was placed on DISH Pause instead. When DISH Pause expired, the service was restarted and you were billed for three months without notification. Our records reveal that this account was on DISH Pause for nine months. An email was sent to [redacted]@chipotle.com on February 6, 2015, notifying you that your service was restarted.
When I spoke with you by telephone today, I informed you that a review of your account reveals that you contacted us on May 9, 2014, to disconnect your service. A one-time $50.00 credit was previously applied to your account for programming charges. I removed the remaining charges of $272.78.
You were charged for unreturned equipment and made a payment of $306.31. The equipment fees were reversed when the equipment was returned. I submitted a refund for $306.31.
You disputed that your account was referred to collections, even as you did not receive a billing statement. We show that billing statements were mailed to the address on the account on March 4, 2015; April 4, 2015; May 4, 2015; May 15, 2015, and June 15, 2015. The account was not referred to collections until June 16, 2015. Nevertheless, I requested that the account be removed from your credit report.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Gerri Santistevan
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
March 3, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March...
3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You expressed concern regarding your monthly rate. You called in and agreed to lower your package, but you said that the channels you wanted were not in the package as you were told they would be. You requested that your rate be reduced and the channels be restored. When we spoke, you told me that you have returned to the package that carries the channels you want. I agreed to provide you with a $30.00 credit towards your current balance and a $30.00 monthly credit for the next six months. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7039. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 10, 2015/05/28) */
May 24, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 15, 2015, filed with...
the Revdex.com.
You requested a payment arrangement until May 25, 2015. In addition, you indicated that the customer service was rude.
When I spoke with you by telephone today, I informed you that a Promise-To-Pay (PTP) cannot be offered as only one PTP is available per billing cycle. We regret that you do not agree with our policy and procedures.
During our conversation today, you indicated that you were unaware of a PTP being offered previously. You said that the only thing discussed was a reduction in programming.
A review of the call on March 31, 2015, the customer service agent offered to reduce your programming and accept a payment of $4.97. You said that you would discuss it with your husband and call back. You terminated the call and called the following day to make the suggested changes and the requested payment.
Since the account was still delinquent, your service was expected to be interrupted again. A review of a call on April 29, 2015, reveals that you said you could pay your bill on the following Friday, which was May 8, 2015. A PTP was provided for May 8, 2015, to avoid service interruption and you accepted the offer.
As an exception, I provided a PTP for Monday May 25, 2015, per your request, and I restored your service. I waived the $9.00 PTP fee. To avoid further interruption, please remit payment for the current amount due, which is $148.76, with the past-due balance of $117.80.
I also applied an adjustment of $14.41for the eleven days that your service was interrupted and, as a courtesy, I applied a total of $21.00 in credit for three late fees.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
([redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted]
[redacted]
March 24, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Ms. [redacted]: On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to inquire about services and pricing. A credit inquiry was run without your consent. You requested that this inquiry be removed from your credit report. When we spoke on March 18, 2016, I agreed to submit a request to have the inquiry removed. I received confirmation today that the request was sent to the credit bureau for removal. Please allow 45 days for the update. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
June 28, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. You expressed concern regarding the takedown of KDVR Fox 31. You asked that we release you from your contract. When we spoke by phone, I informed you that I had released you from your contract. You may disconnect your account at any time without penalty. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network’s proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. Contact your local station manager, ad sales department or newsroom and let them know that you support DISH Network. Demand that they end this dispute and get your station back on the air. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
March 13, 2017 [redacted]
[redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 6, 2017, we received your complaint, dated March 3, 2017, filed with the Revdex.com. You stated that on February 25, 2017, DISH Network collected a $295.01 payment without your authorization. You requested that this payment be refunded. When we spoke on March 9, 2017, I advised you that our records indicate that you called in and completed the payment using our automated phone system. You authorized the payment during that process. As the balance owed on your account was $295.01, the payment did not create a credit balance and we are unable to meet your request for a refund. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 4, 2015/05/13) */
May 11, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 4, 2015, we received your correspondence, dated May 1, 2015, filed with...
the Revdex.com.
You said requested to canel your service one day after the installtion and you disputed the early termination fee.
I attempted to reach you at 805-375-6362 on May 5, 7 and 11, 2015. I left two voice messages and on one ocastion there was no optio to leave a message.
Our records show that your established your service uncder the Digital Home Advantage promotion with a 24-month commitment. DISH Network does not offer a grace period to cancel service without an early termination fee.
Neverthelss, I made an exception and waived the early termiation fee from your account. You may cancel the 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
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 10, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 8, 9 and 10, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network checked your credit three times although you only authorized one inquiry. You asked that we remove the inquiries from your credit report. In order to assist you, I will need a copy of your credit report reflecting the inquiries. You can email it to me at [redacted]@dish.com or fax it to my attention at [redacted]. Please include your contact information on the fax cover sheet. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: There ads are very misleading my credit is very good never had to pay any upfront fees till this they want us to pay a fee for a leased receiver I taked to there CS and so far the CR has been with the company for a year and have only given out 5 receivers at no cost this to me is bad advertising and just want you money for nothing I will never ever us there service for this and I warn anyone thinking of it be prepared to pay a fee on a leased receiver. Go to [redacted] no fees for good credit no misleading ads.
Sincerely,
[redacted]
May 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 18, 2016, we received your complaint, dated May 14, 2016, filed with the Revdex.com. You indicated that you have experienced intermittent technical issues with two channels (ID and HLN) for several months. You stated that although you have contacted our Technical Support Department regarding the issues, they remain unresolved. You would like a refund for the past several months, and for your early termination fee to be waived. Your service was activated on March 2, 2016, with a 24-month commitment. Please be advised that to better assist you with the reported technical issue, the issue must be occurring at the time of the call. Our records show that because the issue was not occurring when you contacted us, we asked you to call us back. The basic programming package that you subscribe to is the America’s Top 200 for $64.99 a month. The two channels listed above cost approximately $0.32 each a month. As you indicated that you have experienced issues with these channels for the past three months, I applied a $10.00 credit to your account, as a courtesy. When I spoke with you by phone today, you accepted my offer to schedule a technician visit. I advised you that if the technician is unable to resolve your issues, I am willing to waive your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] [redacted] [redacted]
[redacted]
[redacted]
*
[redacted]