Initial Business Response /* (1000, 9, 2015/05/07) */
May 5, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015,...
filed with the Revdex.com.
You expressed concern with the billing statements that you received. You maintain that you canceled your service as of December 31, 2014. You requested a letter from DISH Network confirming that you are no longer a customer.
Our records reveal that you contacted us on December 1, 2014, indicating that you would be out of the country for two months. At that time, your service was placed on DISH Pause for three months. DISH Pause was removed on March 9, 2015, because the allowed time frame was exceeded. As a result, your previous service charges were reinstated. Notification of the DISH Pause addition and removal was provided via email to [redacted].[redacted].[redacted].COM on the corresponding dates.
When you contacted us on March 31, 2015, regarding your billing dispute, you were told to disregard the billing statement and you were placed on paperless billing; however, your service was not disconnected. I apologize for this oversight. As you requested, I disconnected your service. I also backdated your service charges, leaving a zero balance.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Dear Ms. [redacted]:On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com.You expressed further concern with the offer made to you by DISH Network and our requests that you refrain from making excessive contact to our Customer Service Department. Please be advised that we do not dispute the reasons you contact us–either for a payment extension or a discounted rate. Which is why we are willing to discount your service for five consecutive years. However, the condition of this offer is to limit the calls you currently make to one call per month. Any calls that warrant technical assistance may continue as normal. Please be advised that your account is not under any term commitment.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.com. You said that you did not give permission to have DISH Network service installed at your rental property. When we spoke, I explained that, as DISH Network is not able...
to research the ownership of each property, we require the customer setting up service to either have the authority or permission to install our service. As your tenant signed that she has this authority or permission, DISH Network relied on her statement and installed our service in good faith. While we sincerely regret any inconvenience this issue may have caused, we request that you speak with your tenant concerning this issue and have her call us for any changes to the installation. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 13, 2017 Dear Ms. [redacted]: On January 9, 2017, we received your complaint, dated January 6, 2017, filed with the Revdex.com. You indicated that you rejected my previous response because your phone service was still not working. You requested that the service be restored. When we spoke on the evening of January 6, 2017, you confirmed that CenturyLink technicians repaired the damage and your phone service has been restored. We thank you for your patience while your phone service was being repaired. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 8:00 am-4:30 pm MST, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/12/10) */
December 9, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on December 7, 8 and 9, 2015, have been unsuccessful. I was not given the option to leave a voice message
You said that you have been charged for service after you canceled your account. You requested all charges be reversed and that the debt be removed from your credit report.
Our records show that you agreed to put your service on DISH Pause on November 4, 2013. You were sent an email to [redacted]@gmail.com. Because you didn't contact us after you exceeded the maximum time frame of nine months, your service was restored. An email was also sent informing you that your service had been restored.
As an exception, I waived all charges and I requested that the debt be removed from your credit report. Please allow eight weeks for processing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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. I have faxed them documentation but have yet received confirmation of delivery. The fax # given to me was 303-723-2063
Sincerely,
[redacted]
October 25, 2016 Dear Ms. [redacted]: On October 19, 2016, we received your complaint, dated October 16, 2016, filed with the Revdex.com. You maintain that you were unaware of the term commitment and you disputed the early termination fee. You requested a...
refund and to receive composition for overdraft fees. You participated in the DISH’n It Up (DIU) equipment upgrade with a 24-month commitment. Because you disconnected the service prior to the promotional fulfillment date, you were billed $380.00 for an early termination fee. Under this promotion, you authorized DISH Network to access the qualifying credit card account to collect payment for the early termination fee. I enclosed a copy of your signed DIU agreement for your review. When we spoke today, I advised you that I reviewed your recorded call from February 21, 2016 (the date the DIU was ordered). I found that the agent provided full disclosure for the DIU promotion and you accepted. Nevertheless, I made an exception and I removed the early termination fee from your account. I submitted a refund in the amount of $360.83. Please allow five business days for processing. This is the amount that was collected for the early termination fee. Your request for compensation for overdraft fees cannot be honored. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### Enclosure
May 18, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 18, 2016, we received your complaint, dated May 13, 2016, filed with the Revdex.com. You said that your DISH Network account was not closed when you requested. You are disputing the current balance on your account. You asked that your account be closed and that all charges be removed. When we spoke by phone, I told you that our records reflect that when you called in February 2016 to close your account, the call was terminated before our agent could complete the process and provide you with the final disclosures. However, I agreed to close your account and waive all charges. I also provided you with the equipment return disclosures. 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]
Tell us why here...January 9, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 28, 2017, we received your complaint, dated December 27, 2017, filed with the Revdex.com. You expressed concern with being charged an early termination fee, as you claim that it was not disclosed you were entering a commitment when you upgraded your equipment. When I spoke with you today, I advised you that I made an exception and I waived your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gabriel R[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
March 30, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On March 29, 2016, we received your complaint, dated March 24, 2016, filed with the Revdex.com. Your service was activated on January 3, 2015, with a 24-month commitment. Your promotion included a $25.00 monthly credit for the first 12 months. You were also given a $5.00 credit for 11 months due to a price increase that we experienced during your 12-month promotional period. Due to the expiration of the promotional credits on January 3, 2016, and the $5.00 price increase on January 14, 2016, your monthly rate was increased to $76.99 plus tax. As a courtesy, a $25.00 monthly credit was applied to your account on December 22, 2015, for three months (through February 18, 2016). An additional $5.00 monthly credit was applied to your account on March 18, 2016, for six months. When I spoke with you by phone on March 29, 2016, I advised you that we are unable to extend the initial promotional credits; however, you accepted my offer of a monthly $15.00 credit for the remaining time frame of your commitment. This will reduce your monthly rate to $61.82 until the $5.00 credit ends (in August 2016) and $66.82 thereafter. 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
Dear Ms. [redacted] and Mr. [redacted]: On January 13, 2016, we received your complaint, dated January 7, 2016, filed with the Revdex.com. You indicated that when you signed up for DISH Network service, you were supposed to receive bundled TV and internet service. Because we do not...
offer internet in your area, you disputed the 24-month commitment to TV service and the early termination fee. In addition, you said that the name on your agreement is misspelled and you did not sign it. You also maintain that you have experienced technical issues. Furthermore, you mentioned your concern with the customer service you received. This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which is only for TV service and does not include internet service. You disputed this agreement on December 13, 2014, and the agent with whom you spoke provided you with the choice to be released from the 24-month commitment or to receive a $20.00 monthly credit for 24 months. The agent also disclosed that the price would increase after the first 12 months and they quoted the price for both years. You accepted the monthly credits. The agent disclosed that the commitment would not be waived and you stated that you understood. Your $30.00 introductory credits expired on your November 24, 2015, billing statement and you are being billed at the regular rate. However, you will continue to receive the $20.00 credit that you accepted on December 13, 2014. Your monthly service charges are $121.99; however, with the $20.00 credit it is reduced to $101.99 plus tax. You also have the option to reduce your programming package. The agreement is signed by Mr. [redacted], who is an authorized user on the account. I apologize that your name is misspelled. We have no record of any ongoing technical issues with your TV service. When I spoke with you by telephone today, I informed you that your commitment and early termination fee remain valid. I apologize on behalf of DISH Network that you were dissatisfied with the customer service you received. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
July 7, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 21, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You stated that DISH Network refused to exchange your equipment because you have only reported technical issues two times. I attempted to contact you at the number listed on your DISH Network account and I left various voicemails. I will be more than happy to exchange your equipment if it is warranted. Please contact me directly at [redacted] at your earliest convenience so we can troubleshoot your issue and if need be, schedule an equipment exchange. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT [redacted]
Dear Ms. [redacted]: On February 4, 2016, we received your correspondence, dated January 31, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to explore options to reduce your monthly bill. You were offered a lower programming package. While still chatting with a...
representative, your programming package was changed. You determined that the package would not meet your needs. You requested that your previous package be restored and were told that you would be required to make a payment of $57.00 to restore your previous programming. You did not agreed with this charge and your attempts to resolve the matter were unsuccessful. The customer service you encountered did not meet your expectations. You would like this corrected at no cost to you. When we spoke today, you confirmed that the matter was resolved on January 31, 2016. I apologized for your experience and, as a courtesy, I offered you a $15.00 discount for twelve months. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
May 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 17, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. My attempts to reach you by phone on May 18, 19 and 20, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network reported an account on your credit report that is not yours. You said that you have never had our service. In order to have your information removed from this account, you will need to file for ID theft with DISH Network. Please contact the Federal Trade Commission (FTC) to obtain an Identity Theft Affidavit by visiting their website http://www.ftc.gov/opa/2002/02/idtheft.shtm or by calling 1-877-IDTHEFT (1-877-438-4338). We suggest that you contact one or all three major credit bureaus to place a fraud alert on your credit file: Equifax PO Box 740256 Atlanta, GA 30374 (800)-685-1111 www.equifax.com Experian PO Box 2002 Allen, TX 75013 (888) 397-3742 www.experian.com TransUnion LLC PO Box 2000 Chester, PA 19022 (800) 888-4213 www.transunion.com To open an identity theft claim, you will need to send the following documentation to the DISH Network ID Theft Team: o Completed FTC Identity Theft Affidavit (must be signed and your full Social Security Number included) o Police Report o Copy of Driver’s License or Government Issued ID Card (front and back) o A phone number you may be reached at o Your email address (if applicable) The DISH Network ID Theft Team will not start the investigation process until all required documentation is received. Phone 720-514-8568 Fax 720-514-7440 Email [email protected] Mail DISH Network Attention: ID Theft Team PO Box 9040 Littleton, CO 80120 If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
February 23, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You said that your DISH Network account was not closed when you requested, which resulted in you paying for services you didn’t receive. You requested a refund. A review of your DISH Network account reveals that you spoke with an Executive Resolution Specialist on February 22, 2016. This agent ensured your account was closed and offered to provide you with a refund of $290.66. You agreed to his 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 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] Tell us why here...
Complaint: [redacted]
I am rejecting this response because:I fear the same underhanded tactics used to against me will continue, like if I were to make a payment, you would copy and paste a signature onto something that states whatever you want it to, like you did twice before. The servicemen who came out agreed that the picture quality was poor and the proceeded to lie about what was being signed. After our conversation, I see this dishonesty goes all the way to the top of your company. The fact of the matter remains that the picture quality of your service was blurry and out of focus, and your strong arm tactics to try to force this headache causing product on me are much less than appreciated. At no time did I sign a contract, and I have nothing to honor. All I did was sign that your second serviceman was here in his words. I was given a pad to sign that only showed the signature line, and I did sign that he was here, and only that he was here. It was obvious at that point that your company is unwilling or unable to improve the picture quality, hence my cancelling your service. It is not my fault that your service is substandard, and I should not have to pay money because of that. If your picture quality was anywhere near your competition, I would not have cancelled. You already actively took a month payment for two weeks of service. This occurred after I had changed that status of the account to remove the automatic payments, another dishonest procedure on your company's part. In closing, I do not trust your company or any of its workers. I do not even trust making a payment. I am in the process of getting someone here to take your dish down so that I can return it along with the other equipment. I am handicapped and unable to do this myself. Once the equipment is returned, the only satisfactory resolution is for you to cancel anything you might think I owe, and to leave me alone.
Sincerely,
[redacted]
Dear Mr. [redacted]: On April 14, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You said that you were not receiving monthly credits that were promised to you on March 31, 2016. I attempted to reach you at ###-###-#### on April 15, 18 and 19, 2016, and...
I left three voicemails. In my last message, I explained that I reviewed the calls made to DISH Network on March 27, 2016, and found that you were offered a monthly $10.00 credit for six months. As the previous monthly $40.00 credit had not ended at that point, the agent quoted you a current price of $81.60, but an extension of the $40.00 credit was not offered. Please note that at no point did the agent state that they were in fear of losing their job. There were no calls associated with your account on March 31, 2016. Our records indicate that you are currently receiving HBO and Cinemax free for three months, as offered. As you are receiving all credits offered, and as you have received adjustments consistently each month since the installation, we are unable to provide any further credits. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/09/04) */
September 3, 2015
[redacted] and [redacted] and [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On September 1, 2015, we received your correspondence,...
dated August 31, 2015, filed with the Revdex.com.
You said that you have yet to receive the $200.00 gift card that was offered at the time of sale.
When we spoke today, I advised you that I linked the $200.00 gift card to your account. Please allow six to eight weeks for processing and delivery.
We 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I did not state categorically that "You maintain that as a result of the CCA, you made double payments" but stated I may have and needed to check this. Since cancellation, which I was informed that I was paid through the end of June, I have received another bill from DISH for 59.59.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted] Ave.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On June 1, 2015, we received your complaint, dated...
May 29, 2015, filed with the Revdex.com.
You said that a debt associated with your father's DISH Network account was reported to your credit file and you requested to have it removed.
I attempted to reach you at ([redacted]) [redacted] on June 1, 2 and 3, 2015, and I left three voicemails.
Please accept our sincere condolences for your loss.
As I advised you in my last message, our records indicate that a request to have this item removed from your credit file was sent to our Collections Team on May 26, 2015. Please allow six to eight weeks for your credit report to reflect any updates.
Please note that the account in question was initiated using your information, so you are considered the account holder and responsible for the account. As such, the unpaid debt was applied to your credit file.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 9, 2015/05/07) */
May 5, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015,...
filed with the Revdex.com.
You expressed concern with the billing statements that you received. You maintain that you canceled your service as of December 31, 2014. You requested a letter from DISH Network confirming that you are no longer a customer.
Our records reveal that you contacted us on December 1, 2014, indicating that you would be out of the country for two months. At that time, your service was placed on DISH Pause for three months. DISH Pause was removed on March 9, 2015, because the allowed time frame was exceeded. As a result, your previous service charges were reinstated. Notification of the DISH Pause addition and removal was provided via email to [redacted].[redacted].[redacted].COM on the corresponding dates.
When you contacted us on March 31, 2015, regarding your billing dispute, you were told to disregard the billing statement and you were placed on paperless billing; however, your service was not disconnected. I apologize for this oversight. As you requested, I disconnected your service. I also backdated your service charges, leaving a zero balance.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Dear Ms. [redacted]:On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com.You expressed further concern with the offer made to you by DISH Network and our requests that you refrain from making excessive contact to our Customer Service Department. Please be advised that we do not dispute the reasons you contact us–either for a payment extension or a discounted rate. Which is why we are willing to discount your service for five consecutive years. However, the condition of this offer is to limit the calls you currently make to one call per month. Any calls that warrant technical assistance may continue as normal. Please be advised that your account is not under any term commitment.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.com. You said that you did not give permission to have DISH Network service installed at your rental property. When we spoke, I explained that, as DISH Network is not able...
to research the ownership of each property, we require the customer setting up service to either have the authority or permission to install our service. As your tenant signed that she has this authority or permission, DISH Network relied on her statement and installed our service in good faith. While we sincerely regret any inconvenience this issue may have caused, we request that you speak with your tenant concerning this issue and have her call us for any changes to the installation. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 13, 2017 Dear Ms. [redacted]: On January 9, 2017, we received your complaint, dated January 6, 2017, filed with the Revdex.com. You indicated that you rejected my previous response because your phone service was still not working. You requested that the service be restored. When we spoke on the evening of January 6, 2017, you confirmed that CenturyLink technicians repaired the damage and your phone service has been restored. We thank you for your patience while your phone service was being repaired. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 8:00 am-4:30 pm MST, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/12/10) */
December 9, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on December 7, 8 and 9, 2015, have been unsuccessful. I was not given the option to leave a voice message
You said that you have been charged for service after you canceled your account. You requested all charges be reversed and that the debt be removed from your credit report.
Our records show that you agreed to put your service on DISH Pause on November 4, 2013. You were sent an email to [redacted]@gmail.com. Because you didn't contact us after you exceeded the maximum time frame of nine months, your service was restored. An email was also sent informing you that your service had been restored.
As an exception, I waived all charges and I requested that the debt be removed from your credit report. Please allow eight weeks for processing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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. I have faxed them documentation but have yet received confirmation of delivery. The fax # given to me was 303-723-2063
Sincerely,
[redacted]
October 25, 2016 Dear Ms. [redacted]: On October 19, 2016, we received your complaint, dated October 16, 2016, filed with the Revdex.com. You maintain that you were unaware of the term commitment and you disputed the early termination fee. You requested a...
refund and to receive composition for overdraft fees. You participated in the DISH’n It Up (DIU) equipment upgrade with a 24-month commitment. Because you disconnected the service prior to the promotional fulfillment date, you were billed $380.00 for an early termination fee. Under this promotion, you authorized DISH Network to access the qualifying credit card account to collect payment for the early termination fee. I enclosed a copy of your signed DIU agreement for your review. When we spoke today, I advised you that I reviewed your recorded call from February 21, 2016 (the date the DIU was ordered). I found that the agent provided full disclosure for the DIU promotion and you accepted. Nevertheless, I made an exception and I removed the early termination fee from your account. I submitted a refund in the amount of $360.83. Please allow five business days for processing. This is the amount that was collected for the early termination fee. Your request for compensation for overdraft fees cannot be honored. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### Enclosure
May 18, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 18, 2016, we received your complaint, dated May 13, 2016, filed with the Revdex.com. You said that your DISH Network account was not closed when you requested. You are disputing the current balance on your account. You asked that your account be closed and that all charges be removed. When we spoke by phone, I told you that our records reflect that when you called in February 2016 to close your account, the call was terminated before our agent could complete the process and provide you with the final disclosures. However, I agreed to close your account and waive all charges. I also provided you with the equipment return disclosures. 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]
Tell us why here...January 9, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 28, 2017, we received your complaint, dated December 27, 2017, filed with the Revdex.com. You expressed concern with being charged an early termination fee, as you claim that it was not disclosed you were entering a commitment when you upgraded your equipment. When I spoke with you today, I advised you that I made an exception and I waived your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gabriel R[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
March 30, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On March 29, 2016, we received your complaint, dated March 24, 2016, filed with the Revdex.com. Your service was activated on January 3, 2015, with a 24-month commitment. Your promotion included a $25.00 monthly credit for the first 12 months. You were also given a $5.00 credit for 11 months due to a price increase that we experienced during your 12-month promotional period. Due to the expiration of the promotional credits on January 3, 2016, and the $5.00 price increase on January 14, 2016, your monthly rate was increased to $76.99 plus tax. As a courtesy, a $25.00 monthly credit was applied to your account on December 22, 2015, for three months (through February 18, 2016). An additional $5.00 monthly credit was applied to your account on March 18, 2016, for six months. When I spoke with you by phone on March 29, 2016, I advised you that we are unable to extend the initial promotional credits; however, you accepted my offer of a monthly $15.00 credit for the remaining time frame of your commitment. This will reduce your monthly rate to $61.82 until the $5.00 credit ends (in August 2016) and $66.82 thereafter. 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
Dear Ms. [redacted] and Mr. [redacted]: On January 13, 2016, we received your complaint, dated January 7, 2016, filed with the Revdex.com. You indicated that when you signed up for DISH Network service, you were supposed to receive bundled TV and internet service. Because we do not...
offer internet in your area, you disputed the 24-month commitment to TV service and the early termination fee. In addition, you said that the name on your agreement is misspelled and you did not sign it. You also maintain that you have experienced technical issues. Furthermore, you mentioned your concern with the customer service you received. This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which is only for TV service and does not include internet service. You disputed this agreement on December 13, 2014, and the agent with whom you spoke provided you with the choice to be released from the 24-month commitment or to receive a $20.00 monthly credit for 24 months. The agent also disclosed that the price would increase after the first 12 months and they quoted the price for both years. You accepted the monthly credits. The agent disclosed that the commitment would not be waived and you stated that you understood. Your $30.00 introductory credits expired on your November 24, 2015, billing statement and you are being billed at the regular rate. However, you will continue to receive the $20.00 credit that you accepted on December 13, 2014. Your monthly service charges are $121.99; however, with the $20.00 credit it is reduced to $101.99 plus tax. You also have the option to reduce your programming package. The agreement is signed by Mr. [redacted], who is an authorized user on the account. I apologize that your name is misspelled. We have no record of any ongoing technical issues with your TV service. When I spoke with you by telephone today, I informed you that your commitment and early termination fee remain valid. I apologize on behalf of DISH Network that you were dissatisfied with the customer service you received. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
July 7, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 21, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You stated that DISH Network refused to exchange your equipment because you have only reported technical issues two times. I attempted to contact you at the number listed on your DISH Network account and I left various voicemails. I will be more than happy to exchange your equipment if it is warranted. Please contact me directly at [redacted] at your earliest convenience so we can troubleshoot your issue and if need be, schedule an equipment exchange. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT [redacted]
Dear Ms. [redacted]: On February 4, 2016, we received your correspondence, dated January 31, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to explore options to reduce your monthly bill. You were offered a lower programming package. While still chatting with a...
representative, your programming package was changed. You determined that the package would not meet your needs. You requested that your previous package be restored and were told that you would be required to make a payment of $57.00 to restore your previous programming. You did not agreed with this charge and your attempts to resolve the matter were unsuccessful. The customer service you encountered did not meet your expectations. You would like this corrected at no cost to you. When we spoke today, you confirmed that the matter was resolved on January 31, 2016. I apologized for your experience and, as a courtesy, I offered you a $15.00 discount for twelve months. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
May 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 17, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. My attempts to reach you by phone on May 18, 19 and 20, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network reported an account on your credit report that is not yours. You said that you have never had our service. In order to have your information removed from this account, you will need to file for ID theft with DISH Network. Please contact the Federal Trade Commission (FTC) to obtain an Identity Theft Affidavit by visiting their website http://www.ftc.gov/opa/2002/02/idtheft.shtm or by calling 1-877-IDTHEFT (1-877-438-4338). We suggest that you contact one or all three major credit bureaus to place a fraud alert on your credit file: Equifax PO Box 740256 Atlanta, GA 30374 (800)-685-1111 www.equifax.com Experian PO Box 2002 Allen, TX 75013 (888) 397-3742 www.experian.com TransUnion LLC PO Box 2000 Chester, PA 19022 (800) 888-4213 www.transunion.com To open an identity theft claim, you will need to send the following documentation to the DISH Network ID Theft Team: o Completed FTC Identity Theft Affidavit (must be signed and your full Social Security Number included) o Police Report o Copy of Driver’s License or Government Issued ID Card (front and back) o A phone number you may be reached at o Your email address (if applicable) The DISH Network ID Theft Team will not start the investigation process until all required documentation is received. Phone 720-514-8568 Fax 720-514-7440 Email [email protected] Mail DISH Network Attention: ID Theft Team PO Box 9040 Littleton, CO 80120 If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
February 23, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You said that your DISH Network account was not closed when you requested, which resulted in you paying for services you didn’t receive. You requested a refund. A review of your DISH Network account reveals that you spoke with an Executive Resolution Specialist on February 22, 2016. This agent ensured your account was closed and offered to provide you with a refund of $290.66. You agreed to his 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 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] Tell us why here...
Complaint: [redacted]
I am rejecting this response because:I fear the same underhanded tactics used to against me will continue, like if I were to make a payment, you would copy and paste a signature onto something that states whatever you want it to, like you did twice before. The servicemen who came out agreed that the picture quality was poor and the proceeded to lie about what was being signed. After our conversation, I see this dishonesty goes all the way to the top of your company. The fact of the matter remains that the picture quality of your service was blurry and out of focus, and your strong arm tactics to try to force this headache causing product on me are much less than appreciated. At no time did I sign a contract, and I have nothing to honor. All I did was sign that your second serviceman was here in his words. I was given a pad to sign that only showed the signature line, and I did sign that he was here, and only that he was here. It was obvious at that point that your company is unwilling or unable to improve the picture quality, hence my cancelling your service. It is not my fault that your service is substandard, and I should not have to pay money because of that. If your picture quality was anywhere near your competition, I would not have cancelled. You already actively took a month payment for two weeks of service. This occurred after I had changed that status of the account to remove the automatic payments, another dishonest procedure on your company's part. In closing, I do not trust your company or any of its workers. I do not even trust making a payment. I am in the process of getting someone here to take your dish down so that I can return it along with the other equipment. I am handicapped and unable to do this myself. Once the equipment is returned, the only satisfactory resolution is for you to cancel anything you might think I owe, and to leave me alone.
Sincerely,
[redacted]
Dear Mr. [redacted]: On April 14, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You said that you were not receiving monthly credits that were promised to you on March 31, 2016. I attempted to reach you at ###-###-#### on April 15, 18 and 19, 2016, and...
I left three voicemails. In my last message, I explained that I reviewed the calls made to DISH Network on March 27, 2016, and found that you were offered a monthly $10.00 credit for six months. As the previous monthly $40.00 credit had not ended at that point, the agent quoted you a current price of $81.60, but an extension of the $40.00 credit was not offered. Please note that at no point did the agent state that they were in fear of losing their job. There were no calls associated with your account on March 31, 2016. Our records indicate that you are currently receiving HBO and Cinemax free for three months, as offered. As you are receiving all credits offered, and as you have received adjustments consistently each month since the installation, we are unable to provide any further credits. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/09/04) */
September 3, 2015
[redacted] and [redacted] and [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On September 1, 2015, we received your correspondence,...
dated August 31, 2015, filed with the Revdex.com.
You said that you have yet to receive the $200.00 gift card that was offered at the time of sale.
When we spoke today, I advised you that I linked the $200.00 gift card to your account. Please allow six to eight weeks for processing and delivery.
We 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I did not state categorically that "You maintain that as a result of the CCA, you made double payments" but stated I may have and needed to check this. Since cancellation, which I was informed that I was paid through the end of June, I have received another bill from DISH for 59.59.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted] Ave.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On June 1, 2015, we received your complaint, dated...
May 29, 2015, filed with the Revdex.com.
You said that a debt associated with your father's DISH Network account was reported to your credit file and you requested to have it removed.
I attempted to reach you at ([redacted]) [redacted] on June 1, 2 and 3, 2015, and I left three voicemails.
Please accept our sincere condolences for your loss.
As I advised you in my last message, our records indicate that a request to have this item removed from your credit file was sent to our Collections Team on May 26, 2015. Please allow six to eight weeks for your credit report to reflect any updates.
Please note that the account in question was initiated using your information, so you are considered the account holder and responsible for the account. As such, the unpaid debt was applied to your credit file.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]