Revdex.com: Although there were complaints from me even after the tech visit, AND the agreed upon amount was debited from my account without my consent, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is (with reservations) satisfactory to me.
If any more money is debited from my account, I will reopen this complaint.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: First they have a recording of my original conversation clearing indicating the waiver of 24 months. One rep told me they had the record. After they discovered I was canceling service I'm told unfortunately they could not find. Second: My original contract expired in 2015. When the order was placed in my home in 2016 there was no contract to extend. An expired contract does not exist. I was on month to month. Third they have never sent me a agreement signed by myself agreeing to a new contract. One does not exist.
Sincerely,
March 9, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 9, 2016, we received your rebuttal, dated March 9, 2016, filed with the Revdex.com. You maintain that your technician installed your dish on the roof after you asked him not to. You also said that you signed the Service Agreement (SA) because the dish was already installed. DISH Network provides the SA as an indication of your approval of the placement of your dish and the quality of your installation. As we are unable to verify any instructions provided to the technician verbally, we must rely on whether the SA was signed or not. When you signed the SA, you agreed that your technician visit was to your standards and the installation was correct. As I advised you previously, if you contact us to schedule a technician visit, we will gladly relocate your dish but we are unable to remove the footplate or replace your shingles. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
[redacted] Dear Ms. [redacted]: On March 16, 2016, we received your complaint, dated March 15, 2016, filed with the Revdex.com. You said that DISH Network increased your locked-in monthly price. You also expressed concern about the level of customer service you received. I attempted to reach you at (954) 851-4608 on March 16, 17 and 18, 2016. I was able to leave one voicemail but no voicemail option was available on my last two calls. Our records do not indicate that your account was initiated with the 2-Year Price Lock promotion. Your account was initiated with our First-Year Promotional Pricing promotion. As you are allowed only one new customer promotion, your account does not qualify for the price lock promotion. According to our records, your monthly rate increased because your account was disconnected due to non-payment after two payments made on November 28, 2015, were returned by your bank, thereby forfeiting your promotional credits I also reviewed the call to which you referred and I did not find that the agent with whom you spoke was rude. He attempted to help you reduce your bill by lowering your programming package, but you declined. While we regret any inconvenience, we are unable to provide you with new customer promotional credits or waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a copy of the contract that they have on file as requested. I spent six weeks in argument with Dish and in that time I received more than one response to my question of what my bill should be. I would still like to see the contract that they have on file for this account. Thank you
[redacted] 8[redacted]###-###-####878 Dear Ms. [redacted]: On December 20, 2017, we received your complaint, dated December 19, 2017, filed with the Revdex.com. You said that you were charged for unreturned equipment and you did not receive a refund after you returned your leased receivers. I attempted to reach you at ###-###-#### on December 27, 28 and 29, 2017. Each call was terminated without the option to leave a voicemail. I also emailed you at [redacted]@yahoo.com. Our records indicate that you contacted us on August 15, 2017, and requested to remove three receivers from your account. Due to a system issue, boxes were not immediately sent. A return kit was sent to you on August 31, 2017, and delivered on September 1, 2017, per UPS tracking numbers [redacted]4 and [redacted]3. You contacted us again on November 24, 2017, about the unreturned equipment fees applied to your account and you requested a refund. As the agent explained, we are unable to provide a refund until the equipment is received. Boxes were sent to you again and they were delivered on November 29, 2017. You disputed the unreturned equipment charges through your financial institution and $382.77 was returned to your bank account on December 4, 2017. As your payment was removed, your account was disconnected due to nonpayment on December 5, 2017. When we received your leased receivers on December 12, 2017, your account was restarted and the unreturned equipment fees were reversed. Please note that the $382.77 was never returned to DISH Network. As we never received those funds back, we are unable to provide a refund for this issue. Additionally, as the fees were debited in compliance with your customer agreement because your leased equipment was not returned in a timely manner, we are unable to provide reimbursement for non-sufficient funds fees. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 23, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 16, 2018, we received your rebuttal, dated March 16, 2018, filed with the Revdex.com. You disagreed with the term commitment for the DISH’n It Up (DIU) equipment upgrade and mentioned your dissatisfaction with your current equipment. You requested a refund for the DISH Protect Silver plan and to receive programming credits. I regret that we were previously unable to speak directly. It is not my intent to add to your frustration. When we corresponded by email and spoke by phone today, I scheduled a free DIU Hopper 3 equipment upgrade with no term commitment for March 24, 2018, between the hours of 12:00 pm and 5:00 pm. I also applied a monthly credit of $10.00 for six months to your account. Please note that our technical support agents are available to troubleshoot with our customers and if necessary, they will replace equipment or schedule a technician visit at the applicable price. We have no record that you reported any ongoing technical concerns. As previously explained, the DISH Protect Silver plan provides a discount for the technician visit and covers the shipping cost for replacement equipment. We are unable to honor your refund request; however, you may remove this plan from your account at any time. We appreciate your feedback and 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 12, 2015/07/01) */
June 30, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the...
Revdex.com.
You said that you were charged an additional $29.99 fee and your initial month's charges twice. You requested a refund of $29.99.
I attempted to reach you at (XXX) XXX-XXXX on June 25, 29 and 30, 2015, and I left three messages.
As you indicated that you were not provided with complete information during your sales call, I requested to have your sales call reviewed. It was found that you were advised you were speaking with an independent retailer, and you were advised of the processing fee. The agent advised you of I DISH COM's $49.99 processing fee but then offered to take $20.00 off the fee as a courtesy, and you agreed.
While you were advised of the fee, I made an exception and applied a one-time $29.99 credit to your DISH Network account.
We have no record of receiving a double payment. Please forward me a copy of your running bank statement showing the payment so that we may locate it and apply it correctly. You may email me at [redacted]@DISH.com.
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
[redacted]
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On January 22, 2018, we received your correspondence, dated January 21, 2018, filed with the Revdex.com. You expressed dissatisfaction with your customer service experience. You provided feedback regarding the installation and the equipment that was provided. You disputed the early termination fee. Our records reveal that a technician visit was completed on January 22, 2018, and a Super Joey was installed. When we spoke today, you stated that your concerns were resolved. As a courtesy, I applied a one-month credit of $44.99 to your account for the America’s Top 120 package. We appreciate your feedback and 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 (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]
Complaint: [redacted]
I am rejecting this response because: As stated on the phone with the dish network representative, I have continuously been misled during this entire process. It is clear that Dish network does not want to admit that I was misled and am now paying for more than I opted for. I was told that my final bill was going to be around $60 and it still hovers around $75. Dish network has continuously said one thing and showed another. I cannot waste anymore of my valuable time arguing with a company that lies.
Sincerely,
[redacted]
December 19, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 8, 2017, we received your complaint, dated December 7, 2017, filed with the Revdex.com. You said that you made a payment to remove DISH Pause and restore your service, but it was not restored . You requested that your service be restarted, you receive a credit, and your account be changed from pay in advance. When we spoke today, your service had already been restored. I advised you that your account was established as pay in advance due to the credit information we received and the status would not change. I made an exception and I offered you a one-month credit, and you accepted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/10) */
June 9, 2015
Ms. [redacted]
7171 Chestnut Church Rd.
Mechanicsville, VA 23116
Re: Revdex.com Complaint # 75256869
8255909735342781-3497926
Dear Ms. [redacted]:
On June 3, 2015, we received your complaint, dated June 2, 2015, filed...
with the Revdex.com.
You said that our Corporate Field Resolutions (CFR) Team advised you that DISH Network would not take care of your damage claim. You requested that DISH Network replace your door and include labor in the settlement.
I attempted to reach you at (804) 912-8922 on June 5, 8, and 9, 2015. I was unable to leave a message because your voice mailbox was full.
I contacted CFR and they advised me that as your claim is being settled by the technician's insurance company, they do not handle your claim. As such, DISH Network is not able to supplement your settlement. If you wish to dispute the amount of your settlement, please contact the insurance company directly.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312.
Sincerely,
Dave Simons
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(720) 514-7312
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
January 22, 2018 Mr. [redacted] and Ms. Princess [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On January 15, 2018, we received your complaint, dated January 12, 2018, filed with the Revdex.com. You said that you did not authorize your subscription to our DISH Protect Silver. You requested a refund, an apology, and to disconnect your DISH Network account. When we spoke, I advised you that you received the Protection Plan (now DISH Protect Silver) free of charge for six months. You agreed to this service when you signed the enclosed Digital Home Advantage (DHA) customer agreement. Additionally, you were sent monthly emails with links to your bills, each of which showed the DISH Protect Silver as a line item on each monthly statement. Your bills also carried messages from DISH Network when your free promotion ended and when the monthly rate changed (enclosed). During our conversation, you claimed that you contacted us to remove the Protection Plan during the promotional period. As I advised you, I reviewed the recording of that call and found that Mr. [redacted] contacted us on March 13, 2016, and he specifically requested the removal of the free movie channels. The Protection Plan was not discussed. Per your request, I scheduled the disconnection of your account for January 28, 2018. While we regret that you do not agree with our response, as you were provided a monthly bill showing the charge and you agreed to the Protection Plan when you signed the DHA agreement, we are unable to provide a refund for this issue. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 Enclosures (2) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 13, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your rebuttal, dated January 6, 2016, filed with the Revdex.com. You maintain that you did not receive the local channels that you requested. You also stated that you were not able to review your sales call. I contacted our team that works with independent retailers and they verified that DISH Network has no control over retailers’ policies or procedures. The team did send a request to National Satellite Systems to request that they allow you to review your sales call but, once again, we cannot make them do so or provide a copy of the call ourselves. Please contact National Satellite Systems to request to review your sales call. You also expressed concern about how your customer agreement was presented to you. Please note that the tablet you signed had a full copy of your Digital Home Advantage agreement for you to review by scanning up. You were also sent a sales confirmation email that provided pertinent information about your account, as well as links to our customer agreements online at DISH.com/legal. 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. [redacted] [redacted]
Initial Business Response /* (1000, 9, 2015/05/22) */
May 15, 2015
Mr. [redacted]
[redacted]
La Follette, TN XXXXX
Re: [redacted] Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On [redacted] 15, 2015, we received your correspondence, dated [redacted] 14, 2015, filed with...
the [redacted]
You stated that when you purchased your [redacted] service from [redacted] an independent retail service provider, you were not provided the internet service you were promised. This led you to disconnect your service. You have now been billed for an early termination fee. You requested that this be waived. Additionally, you were charged $67.02 for your first month of service, a $49.99 processing fee and $12.95 for technical support service. You requested that these fees be refunded
When we spoke today, I agreed to waive your early termination fee and refund your $67.02 payment. I explained that the other fees you mention were collected by [redacted] You will need to contact them directly to address those charges. You accepted this resolution.
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
[redacted], L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder [redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I do not care for the way you do business. You create a problem (computer glitch) take money out of my account for it. I report the problem and am given every assurance the problem will be fixed. Next billing the problem still exists, nothing was done, and I have to go through the complaint process all over again. Now you say everything is resolved, the matter is done. You do not dictate to me.
Sincerely,
[redacted]
June 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 17, 2016, we received your complaint, dated June 13, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 17, 20 and 21, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that damage was done to your home as a result of our installation of your satellite dish. You indicated that a damage claim was opened, but you have not heard back regarding the progress. You asked that the damage be repaired, and for the satellite dish to be removed. A review of your account reveals that we have made a number of attempts to reach you regarding your claim, but with no success. However, I requested that your claims manager, Mr. [redacted]), contact you. 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]
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]
March 8, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On March 4, 2016, we received your rebuttal, dated March 3, 2016, filed with the Revdex.com. You said you are not the account holder and maintain you did not authorize your credit card to be debited. You also said you are receiving collection calls for the amount that was previously collected. I attempted to reach you at [redacted] on March 4, 7 and 8, 2016. I left three voice messages. Mr. [redacted] is listed as the account holder and you’re listed as an authorized user. The credit card ending in [redacted] was provided for qualification purposes at the time of sale. This is the same credit card used to collect the payment for the early termination fee on February 19, 2016. On February 11, 2016, your account was sent to collections for the amount due of $463.09. This balance includes the early termination and equipment return fees and charges for programming rendered. Because you disputed the payment of $340.00, the funds were returned to your financial institution on February 26, 2016. As a result, the amount now due is $ 463.09. I regret any confusion. I requested that the collection agency cease contact with you. When the balance of $463.09 is paid in full, I will also request that this information be removed from the credit bureaus. 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 [redacted] [redacted] [redacted] [redacted]
Revdex.com: Although there were complaints from me even after the tech visit, AND the agreed upon amount was debited from my account without my consent, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is (with reservations) satisfactory to me.
If any more money is debited from my account, I will reopen this complaint.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: First they have a recording of my original conversation clearing indicating the waiver of 24 months. One rep told me they had the record. After they discovered I was canceling service I'm told unfortunately they could not find. Second: My original contract expired in 2015. When the order was placed in my home in 2016 there was no contract to extend. An expired contract does not exist. I was on month to month. Third they have never sent me a agreement signed by myself agreeing to a new contract. One does not exist.
Sincerely,
March 9, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 9, 2016, we received your rebuttal, dated March 9, 2016, filed with the Revdex.com. You maintain that your technician installed your dish on the roof after you asked him not to. You also said that you signed the Service Agreement (SA) because the dish was already installed. DISH Network provides the SA as an indication of your approval of the placement of your dish and the quality of your installation. As we are unable to verify any instructions provided to the technician verbally, we must rely on whether the SA was signed or not. When you signed the SA, you agreed that your technician visit was to your standards and the installation was correct. As I advised you previously, if you contact us to schedule a technician visit, we will gladly relocate your dish but we are unable to remove the footplate or replace your shingles. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
March 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 16, 2016, we received your complaint, dated March 15, 2016, filed with the Revdex.com. You said that DISH Network increased your locked-in monthly price. You also expressed concern about the level of customer service you received. I attempted to reach you at (954) 851-4608 on March 16, 17 and 18, 2016. I was able to leave one voicemail but no voicemail option was available on my last two calls. Our records do not indicate that your account was initiated with the 2-Year Price Lock promotion. Your account was initiated with our First-Year Promotional Pricing promotion. As you are allowed only one new customer promotion, your account does not qualify for the price lock promotion. According to our records, your monthly rate increased because your account was disconnected due to non-payment after two payments made on November 28, 2015, were returned by your bank, thereby forfeiting your promotional credits I also reviewed the call to which you referred and I did not find that the agent with whom you spoke was rude. He attempted to help you reduce your bill by lowering your programming package, but you declined. While we regret any inconvenience, we are unable to provide you with new customer promotional credits or waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a copy of the contract that they have on file as requested. I spent six weeks in argument with Dish and in that time I received more than one response to my question of what my bill should be. I would still like to see the contract that they have on file for this account. Thank you
Tell us why here...December 29, 2017 Ms. [redacted] Re: Revdex.com Complaint #...
[redacted] 8[redacted]###-###-####878 Dear Ms. [redacted]: On December 20, 2017, we received your complaint, dated December 19, 2017, filed with the Revdex.com. You said that you were charged for unreturned equipment and you did not receive a refund after you returned your leased receivers. I attempted to reach you at ###-###-#### on December 27, 28 and 29, 2017. Each call was terminated without the option to leave a voicemail. I also emailed you at [redacted]@yahoo.com. Our records indicate that you contacted us on August 15, 2017, and requested to remove three receivers from your account. Due to a system issue, boxes were not immediately sent. A return kit was sent to you on August 31, 2017, and delivered on September 1, 2017, per UPS tracking numbers [redacted]4 and [redacted]3. You contacted us again on November 24, 2017, about the unreturned equipment fees applied to your account and you requested a refund. As the agent explained, we are unable to provide a refund until the equipment is received. Boxes were sent to you again and they were delivered on November 29, 2017. You disputed the unreturned equipment charges through your financial institution and $382.77 was returned to your bank account on December 4, 2017. As your payment was removed, your account was disconnected due to nonpayment on December 5, 2017. When we received your leased receivers on December 12, 2017, your account was restarted and the unreturned equipment fees were reversed. Please note that the $382.77 was never returned to DISH Network. As we never received those funds back, we are unable to provide a refund for this issue. Additionally, as the fees were debited in compliance with your customer agreement because your leased equipment was not returned in a timely manner, we are unable to provide reimbursement for non-sufficient funds fees. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 23, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 16, 2018, we received your rebuttal, dated March 16, 2018, filed with the Revdex.com. You disagreed with the term commitment for the DISH’n It Up (DIU) equipment upgrade and mentioned your dissatisfaction with your current equipment. You requested a refund for the DISH Protect Silver plan and to receive programming credits. I regret that we were previously unable to speak directly. It is not my intent to add to your frustration. When we corresponded by email and spoke by phone today, I scheduled a free DIU Hopper 3 equipment upgrade with no term commitment for March 24, 2018, between the hours of 12:00 pm and 5:00 pm. I also applied a monthly credit of $10.00 for six months to your account. Please note that our technical support agents are available to troubleshoot with our customers and if necessary, they will replace equipment or schedule a technician visit at the applicable price. We have no record that you reported any ongoing technical concerns. As previously explained, the DISH Protect Silver plan provides a discount for the technician visit and covers the shipping cost for replacement equipment. We are unable to honor your refund request; however, you may remove this plan from your account at any time. We appreciate your feedback and 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 12, 2015/07/01) */
June 30, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the...
Revdex.com.
You said that you were charged an additional $29.99 fee and your initial month's charges twice. You requested a refund of $29.99.
I attempted to reach you at (XXX) XXX-XXXX on June 25, 29 and 30, 2015, and I left three messages.
As you indicated that you were not provided with complete information during your sales call, I requested to have your sales call reviewed. It was found that you were advised you were speaking with an independent retailer, and you were advised of the processing fee. The agent advised you of I DISH COM's $49.99 processing fee but then offered to take $20.00 off the fee as a courtesy, and you agreed.
While you were advised of the fee, I made an exception and applied a one-time $29.99 credit to your DISH Network account.
We have no record of receiving a double payment. Please forward me a copy of your running bank statement showing the payment so that we may locate it and apply it correctly. You may email me at [redacted]@DISH.com.
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
[redacted]
Denver, CO XXXXX
[redacted]
January 25, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 22, 2018, we received your correspondence, dated January 21, 2018, filed with the Revdex.com. You expressed dissatisfaction with your customer service experience. You provided feedback regarding the installation and the equipment that was provided. You disputed the early termination fee. Our records reveal that a technician visit was completed on January 22, 2018, and a Super Joey was installed. When we spoke today, you stated that your concerns were resolved. As a courtesy, I applied a one-month credit of $44.99 to your account for the America’s Top 120 package. We appreciate your feedback and 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 (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]
Complaint: [redacted]
I am rejecting this response because: As stated on the phone with the dish network representative, I have continuously been misled during this entire process. It is clear that Dish network does not want to admit that I was misled and am now paying for more than I opted for. I was told that my final bill was going to be around $60 and it still hovers around $75. Dish network has continuously said one thing and showed another. I cannot waste anymore of my valuable time arguing with a company that lies.
Sincerely,
[redacted]
December 19, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 8, 2017, we received your complaint, dated December 7, 2017, filed with the Revdex.com. You said that you made a payment to remove DISH Pause and restore your service, but it was not restored . You requested that your service be restarted, you receive a credit, and your account be changed from pay in advance. When we spoke today, your service had already been restored. I advised you that your account was established as pay in advance due to the credit information we received and the status would not change. I made an exception and I offered you a one-month credit, and you accepted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/10) */
June 9, 2015
Ms. [redacted]
7171 Chestnut Church Rd.
Mechanicsville, VA 23116
Re: Revdex.com Complaint # 75256869
8255909735342781-3497926
Dear Ms. [redacted]:
On June 3, 2015, we received your complaint, dated June 2, 2015, filed...
with the Revdex.com.
You said that our Corporate Field Resolutions (CFR) Team advised you that DISH Network would not take care of your damage claim. You requested that DISH Network replace your door and include labor in the settlement.
I attempted to reach you at (804) 912-8922 on June 5, 8, and 9, 2015. I was unable to leave a message because your voice mailbox was full.
I contacted CFR and they advised me that as your claim is being settled by the technician's insurance company, they do not handle your claim. As such, DISH Network is not able to supplement your settlement. If you wish to dispute the amount of your settlement, please contact the insurance company directly.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312.
Sincerely,
Dave Simons
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(720) 514-7312
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
January 22, 2018 Mr. [redacted] and Ms. Princess [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On January 15, 2018, we received your complaint, dated January 12, 2018, filed with the Revdex.com. You said that you did not authorize your subscription to our DISH Protect Silver. You requested a refund, an apology, and to disconnect your DISH Network account. When we spoke, I advised you that you received the Protection Plan (now DISH Protect Silver) free of charge for six months. You agreed to this service when you signed the enclosed Digital Home Advantage (DHA) customer agreement. Additionally, you were sent monthly emails with links to your bills, each of which showed the DISH Protect Silver as a line item on each monthly statement. Your bills also carried messages from DISH Network when your free promotion ended and when the monthly rate changed (enclosed). During our conversation, you claimed that you contacted us to remove the Protection Plan during the promotional period. As I advised you, I reviewed the recording of that call and found that Mr. [redacted] contacted us on March 13, 2016, and he specifically requested the removal of the free movie channels. The Protection Plan was not discussed. Per your request, I scheduled the disconnection of your account for January 28, 2018. While we regret that you do not agree with our response, as you were provided a monthly bill showing the charge and you agreed to the Protection Plan when you signed the DHA agreement, we are unable to provide a refund for this issue. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 Enclosures (2) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 13, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your rebuttal, dated January 6, 2016, filed with the Revdex.com. You maintain that you did not receive the local channels that you requested. You also stated that you were not able to review your sales call. I contacted our team that works with independent retailers and they verified that DISH Network has no control over retailers’ policies or procedures. The team did send a request to National Satellite Systems to request that they allow you to review your sales call but, once again, we cannot make them do so or provide a copy of the call ourselves. Please contact National Satellite Systems to request to review your sales call. You also expressed concern about how your customer agreement was presented to you. Please note that the tablet you signed had a full copy of your Digital Home Advantage agreement for you to review by scanning up. You were also sent a sales confirmation email that provided pertinent information about your account, as well as links to our customer agreements online at DISH.com/legal. 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. [redacted] [redacted]
Initial Business Response /* (1000, 9, 2015/05/22) */
May 15, 2015
Mr. [redacted]
[redacted]
La Follette, TN XXXXX
Re: [redacted] Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On [redacted] 15, 2015, we received your correspondence, dated [redacted] 14, 2015, filed with...
the [redacted]
You stated that when you purchased your [redacted] service from [redacted] an independent retail service provider, you were not provided the internet service you were promised. This led you to disconnect your service. You have now been billed for an early termination fee. You requested that this be waived. Additionally, you were charged $67.02 for your first month of service, a $49.99 processing fee and $12.95 for technical support service. You requested that these fees be refunded
When we spoke today, I agreed to waive your early termination fee and refund your $67.02 payment. I explained that the other fees you mention were collected by [redacted] You will need to contact them directly to address those charges. You accepted this resolution.
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
[redacted], L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder [redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I do not care for the way you do business. You create a problem (computer glitch) take money out of my account for it. I report the problem and am given every assurance the problem will be fixed. Next billing the problem still exists, nothing was done, and I have to go through the complaint process all over again. Now you say everything is resolved, the matter is done. You do not dictate to me.
Sincerely,
[redacted]
June 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 17, 2016, we received your complaint, dated June 13, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 17, 20 and 21, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that damage was done to your home as a result of our installation of your satellite dish. You indicated that a damage claim was opened, but you have not heard back regarding the progress. You asked that the damage be repaired, and for the satellite dish to be removed. A review of your account reveals that we have made a number of attempts to reach you regarding your claim, but with no success. However, I requested that your claims manager, Mr. [redacted]), contact you. 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]
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]
March 8, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On March 4, 2016, we received your rebuttal, dated March 3, 2016, filed with the Revdex.com. You said you are not the account holder and maintain you did not authorize your credit card to be debited. You also said you are receiving collection calls for the amount that was previously collected. I attempted to reach you at [redacted] on March 4, 7 and 8, 2016. I left three voice messages. Mr. [redacted] is listed as the account holder and you’re listed as an authorized user. The credit card ending in [redacted] was provided for qualification purposes at the time of sale. This is the same credit card used to collect the payment for the early termination fee on February 19, 2016. On February 11, 2016, your account was sent to collections for the amount due of $463.09. This balance includes the early termination and equipment return fees and charges for programming rendered. Because you disputed the payment of $340.00, the funds were returned to your financial institution on February 26, 2016. As a result, the amount now due is $ 463.09. I regret any confusion. I requested that the collection agency cease contact with you. When the balance of $463.09 is paid in full, I will also request that this information be removed from the credit bureaus. 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 [redacted] [redacted] [redacted] [redacted]