Initial Business Response /* (1000, 5, 2015/09/25) */
September 16, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 14, 2015, we received your complaint, dated September 11,...
2015, filed with the Revdex.com.
You expressed concern with the early termination fee that was applied to your account for internet service. You indicated that a technician was not sent to your home to install the service on the date promised. You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concerns.
I would like to apologize on behalf of DISH Network for the way that your issue was handled. We appreciate that you have brought this matter to our attention so that we may address it with the appropriate personnel.
Our records reveal that your internet service was canceled on September 11, 2015, and an early termination fee of $140.00 was applied to your account for the non-fulfillment of your term commitment.
When I spoke with you by phone on September 15, 2015, I advised you that I removed the early termination fee from your account. Because we value you as a customer, I applied a credit of $91.11 to your account to bring your current balance to zero.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* ([redacted], *, 2[redacted]/**/2*) */
*ay **, 2[redacted]
*r. [redacted], Apt. *
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear *r. [redacted]:
On *ay *2, 2[redacted], we received your complaint, dated *ay **, 2[redacted], filed...
with the Revdex.com.
You indicated that you fell behind in your payment due to unforeseen circumstances and that charges were not removed for the days that the service was interrupted.
When I spoke with you by telephone today, I agreed to remove the current balance of $[redacted].2* for the time that you were without service, and to assist you.
Additionally, because you have been a loyal customer since 2[redacted], I provided a monthly $**.** credit for *2 months.
Your billing cycles on the 2*th of each month and is due on the **th of the following month. You have the option to change your due date.
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: *onday through Friday *:** am to *:** pm *DT
([redacted]
cc: Denver / Boulder Revdex.com
**2* Cherokee St.
Denver, CO **2**
[redacted]
Initial Consumer Rebuttal /* (2[redacted], *, 2[redacted]/**/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
DISH response was timely and they offered a reconciliation that is very satisfactory.
Initial Business Response /* (1000, 5, 2015/06/05) */
May 27, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 22, 2015, we received your complaint, dated May 21, 2015, filed with the...
Revdex.com.
You expressed concern with the following:
Installation
Gift card
Smart Sound System
Technical issues
Early termination fee
Although you said that your installation was not completed, you confirmed that a technician returned to your home to finish the installation on May 7, 2015. Please be advised that a pole mount installation requires your utility company to mark the yard before the installation can be completed.
You indicated that you have not received the $200.00 gift card promised with your DISH Network service. Your gift card was sent for processing on May 13, 2015. Please allow two to four weeks for delivery.
You stated that you were given incorrect information regarding the functions of the sound system. Our records reveal that the sound system was returned on May 13, 2015. While I reversed the charge of $349.00 from your DISH Network account, I did not submit a refund because you told me during our phone conversation on May 26, 2015, that you disputed the credit card payment with your bank.
You expressed dissatisfaction with the nightly equipment updates and you indicated that in an attempt to resolve the concerns, you were sent a replacement receiver. Our records reveal that a replacement receiver was sent to your home on May 4, 2015, because you contacted us and reported that the receiver was changing channels on its own. Our equipment requires updates to ensure that the functions of the equipment do not become outdated. We are unable to disable this option; however, the update time can be changed through the Hopper receiver.
You do not agree with the early termination fee to disconnect your service and you requested that your service be canceled with no penalty. Your service was activated on May 2, 2015, with a 24-month commitment. Please be advised that DISH Network does not offer a trial period for service.
When I spoke with you by phone on May 26, 2015, I advised you that I waived the 24-month commitment on your account. As you requested, I scheduled your service to be disconnected on May 29, 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
July 5, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 5, 2016, we received your rebuttal, dated July 5, 2016, filed with the Revdex.com. You disagreed with my previous response and you expressed concern with the customer service you received. It is not my intent to add to your frustration. Please note that when an agreement is reached with Tribune Broadcasting Company, the channels will be restored on our programming lineup. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 4, 2015/05/13) */
May 6, 2015
Mr. [redacted] E. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You maintain that you cancelled your internet service with DISH Network due to ongoing service issues; however, you were charged an early termination fee. You said that DISH Network did not uphold its agreement to provide you with internet service and you received poor customer service when you called for assistance. You requested that the fee be waived.
When we spoke today, I advised you that our records reveal that DISH Network was supplying you with the internet service you requested; however, there was a technical issue caused by your computer. As such, we consider the early termination fee to be valid, but I will waive the fee since you intend to retain your DISH Network TV service.
We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
June 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 20, 2016, we received your complaint, dated June 16, 2016, filed with the Revdex.com. You said that the DISH Network account associated with your information is not yours, and you disputed the early termination fee. When we spoke, you said that you had no part in the initiation of the account and that you were not aware of any commitment. I advised you that I would forward you a copy of our ID Theft Affidavit to fill out. As you requested, I emailed you a copy of the affidavit. Please complete the affidavit and send all required documents and information to our ID Theft Team at: · Fax: [redacted] · Email: [redacted] Attention: ID Theft Verification Team Once they receive your information, they will research your case and 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
Initial Business Response /* (1000, 5, 2015/06/15) */
June 11, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 9, 2015, we received your complaint, dated June 8, 2015, filed with...
the Revdex.com.
You expressed concern regarding ongoing technical issues with your internet service. You would like to cancel your internet service without penalty.
When we spoke by phone, I advised you that I will waive your early termination fee for your internet service. You may now close your internet account without penalty at any time.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish did offer to let me out of the contract without penalty due to bad service and technical issues. I feel that is fair.
Initial Business Response /* (1000, 5, 2015/10/21) */
October 9, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015,...
filed with the Revdex.com.
You indicated that you experienced technical issues and the technician visits that have been scheduled were canceled without your knowledge. You requested to be released from your 24-month commitment. You also mentioned that no discount has been provided for weather-related issues.
When I spoke with you by telephone today, I informed you that a review of your account reveals that the technician visits were canceled through the customer service application online. As an exception, I waived your 24-month commitment.
Since weather-related issues should be infrequent and are not normally long-term or ongoing, we do not provide compensation. If the issues continue, we will provide the customer a technician visit. However, we have no reports on your account of any ongoing technical issues related to weather. In addition, you were provided with a $40.00 discount for ten months in January 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did ask him if he would give me the money I lost and he said no. I think I deserve that back since I lost a day of work for there mistake. Also he said there was no record of me calling in because of bad weather and that is not true. I called in many times regarding bad weather. I just what I deserve . Some kind of respond to my lost day of work for $100.00 And that my monthly payment to be lower or stay the same for 1 year with the Hallmark Heartland channel 187.free for 1 year also.
Final Business Response /* (4000, 9, 2015/11/05) */
October 27, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 27, 2015, we received your complaint, dated October 24, 2015, filed with the Revdex.com.
You requested $100.00 compensation for missing work on the day of the scheduled installation. You also suggested a lower monthly bill and the Hallmark/Heartland programming free for one year.
As previously advised, the rescheduled technician visits were canceled through the online customer service application. This was not caused by DISH Network. However, as an exception, we released you from your 24-month commitment. We do not provide compensation for time spent.
When your 12-month introductory offer of $30.00 credits expired in January 2015, you were provided an additional 12 months of service credits in the amount of $40.00 per month. No further credits are due.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]I have sent the completed requested identity theft packet on 9/22nd to [email protected]
attention to [redacted], Dispute Resolution Specialist, Executive Escalations TeamI left a voicemail requesting confirmation of the e-mail on Thursday, 9/22ndI have not received any confirmation backI have left a second voicemail on 9/23rd on the telephone numbers listed belowI spoke GC Services and they are awaiting contact from Dish NetworkDISH Network, L.L.C
Phone Hours: Monday – Friday, 6:am to 2:
pm MST
[redacted]
Dispute
Resolution Specialist
Executive
Escalations Team
Hours:Monday–Friday
2:pm to 11:pm MST
E-Mail:
[redacted]
Phone
###-###-#### Shelley Antrillo
Mail:
ID Theft Verification Team
PO Box
Littleton, CO
cc:
Denver / Boulder RevDex.com
EFlorida Avenue, Suite
Denver, CO
[redacted]
Sincerely,
[redacted]
February 23, 2016 Mr. [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You said you were billed after the requested disconnection date. You asked that the credit be applied to your bundled CenturyLink account. When we spoke today, I advised you that I was unable to locate your DISH Network account with the information you provided in your correspondence. You said you will contact me at a later time to provide me with your 16-digit DISH Network account number for further investigation. 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 (720) 514-7082 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
February 19, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 31, 2018, we received your complaint, dated January 29, 2018, filed with the Revdex.com. You indicated that you experienced ongoing technical issues and when a technician visit was offered, the call was lost and no one called you back to schedule it. Therefore, you disconnected your service and requested that the early termination fee be waived. You expressed concern that you were charged for an additional month of service. You also mention that obsolete equipment was installed. When I spoke with you by telephone today, I advised you that when calling DISH Network, it is to an inbound call center and the agents cannot call out. You did not call us back to complete the scheduling of the technician visit. Although there were no ongoing technical issues reported, I reversed the $460.00 early termination fee as an exception. Since the call was lost on January 5, 2018, and you were billed for service to February 4, 2018, I also reversed those service charges of $84.91. Because your leased equipment is now obsolete and you received an email indicating that it did not need to be returned, I removed it from your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 8, 2015/10/01) */
September 28, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 22, 2015, we received your correspondence, dated September 21,...
2015, filed with the Revdex.com.
You disputed the HDMI fees and you requested a credit of $56.24.
I attempted to reach you at (XXX) XXX-XXXX on September 22, 25 and 28, 2015. I left three voice messages.
A review of your account shows that one $19.99 8' HDMI cable fee was removed from your account on September 20, 2015. I also made an exception and removed the $39.00 fee for the 6' HDMI AudioQuest cable from on September 22, 2015. These fee removals total $59.00.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Bill that they show fee reversals are only showing my TWO payments for the that billing period AND a late fee reversal because I was charged a late fee in error and MADE them reverse it all they did is go over the wording of late fee reversal and type in fee charge reversal for $7.00 there is NO credit for $39 or $19 as they state in the response to Revdex.com (see the original billing I sent when filing the case) Nor do they credit me for the $56.24 that they MADE me pay in August or they would disconnect me. I am not stupid and I am tired of being treated so. Credit my account with the proper credits and send a statement reflecting the proper credits listed above (ALL 3 of them)
[redacted]
Final Business Response /* (4000, 13, 2015/10/13) */
October 6, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 6, 2015, we received your rebuttal, dated October 5, 2015, filed with the Revdex.com.
You maintain the HDMI fees were not reversed and you disputed the $7.00 late fees.
A review of your August 6, 2015, billing statement shows two payments of $84.07 made on July 6, 2015, and August 6, 2015. These payments cover service rendered for two months. Because the full payment due for service rendered was not made prior to the payment due date, you were billed a$7.00 late fee. This fee was reversed on July 7, 2015, and the credit is also listed on the August 6th bill.
Your September 6, 2015, bill shows that a partial payment of $91.07 was made on September 1, 2015, and you were again billed a $7.00 late fee. As a courtesy, I reversed this fee. To prevent additional late fees from applying to your account, we ask that the full amount due be paid on or before the due date. I have enclosed copies of your August and September 2015 bills for your review.
Please note that the $19.00 HDMI cable and the $39.99 HDMI AudioQuest cable fees were removed from your account after the September 6, 2015, bill generated. As a result, these fee reversals will be reflected on your October 6, 2015, billing statement. I regret any confusion.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
May 17, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 12, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. You said that you paused your DISH Network service in January 2016, but you later received a bill for service. You requested to place your account on permanent pause without an early termination fee. When we spoke, I advised you that a review of your calls to DISH Network revealed that you placed your account on DISH Pause on February 3, 2016. At the same time, you scheduled to have your service installed at your new location on February 23, 2016. We received a call on February 22, 2016, during which you cancelled the installation work order, but you did not request your account be placed back on DISH Pause. As such, you were billed for programming from that date until April 14, 2016, when you placed your account back on DISH Pause. As a courtesy, I waived your current balance of $182.41, but I found that the agents with whom you spoke provided correct information and they did as you requested with your account. 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]
[redacted] Dear Ms. Brown: On June 21, 2016, we received your complaint, dated June 18, 2016, filed with the Revdex.com. You indicated that when you called in to verify the time left in your commitments, you were advised there was 13 months remaining for your TV service and 22 months remaining for your internet service. You said that you started the TV and internet service as a bundle at the same time; therefore, the commitment period should be the same. You requested that the commitment period for the internet service be corrected or the commitment be waived. A review of your account reveals that your service was installed on July 1, 2015. Due to a system error, you were not billed for internet service until March 20, 2016, making it appear that your service did not start until that date. Unfortunately, I am unable to change the internet commitment time frame due to a limitation within our system; however, I waived the commitment associated with your internet service in the interest of reaching a 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: 7:00 am-3:30 pm MST, MON-FRI [redacted]
Initial Business Response /* (1000, 5, 2015/08/07) */
July 22, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 21, 2015, we received your complaint, dated July 17, 2015, filed with the...
Revdex.com.
You indicated that you acquired your DISH Network service through a door-to-door sales representative who told you there was no commitment. He also did not tell you that you were signing a 24-month agreement and you were unaware of the early termination fee when you chose to disconnect the service.
When I spoke with you by telephone today, I informed you that your account was established by Dish One. As an exception, I removed the $240.00 early termination fee and the $10.00 box return fee. I submitted a refund for $63.87, since you had a credit balance left from your last payment. There is no balance due to DISH Network.
Please return the Hopper and Joey receivers and remotes to avoid unreturned equipment fees.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 27, 2018 Mrs. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mrs. [redacted]: On February 23, 2018, we received your correspondence, dated February 22, 2018, filed with the Revdex.com. You said that when you established your service in Florida, you told our agent that this was a temporarily home, as you will be moving to Athens, Greece and you do not want to be placed under a commitment. You indicated that you were not advised of the term commitment and you disputed the early termination fee. In addition, you provided feedback regarding your customer service experience. When I spoke with your daughter [redacted] today, I informed her that you had established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I reviewed your sales call from August 15, 2017. I found that you were provided with full disclosure for the DHA promotional terms, to which you agreed. During the call, the agent also explained that the account holder must sign the DHA agreement during the installation. There was no mention that this was a temporary address or that you would be moving. While I was talking to [redacted], she called you on another line and placed the call on speaker. I then advised both of you of our findings, but you disagreed and you requested to hear the recorded sales call. To listen to this call, please submit a subpoena to: DISH Network LLC Attn: Subpoena Request PO Box 6655 Englewood, CO 80155 You may also fax it to (720) 514-6359. 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]
August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com. You said that your bank account was debited without authorization causing non-sufficient funds (NSF) fees. ...
You requested that DISH Network compensate you for your NSF fees. When we spoke, you indicated that you did not wish to hear my response and you terminated our call. I attempted to explain that the payments in question were made manually. One, in the amount of $283.79 on July 20, 2016, was made through your receiver. The other two, one for $283.79 and another for $10.02, were made through your online account on July 22, 2016. I reviewed your calls to DISH Network and I found that your bank verified three payments were presented to them. The latter two were declined and the initial payment was honored. However, prior to DISH Network being notified your payments were declined, you requested a refund of $283.79 on August 3, 2016, and it was processed on August 9, 2016. Your other two payments were declined by your bank and removed from your account on August 9, 2016, as well. As all payments in question were made manually, and are therefore authorized, we are unable to honor your request for compensation. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
March 11, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com. You indicated that the email address [redacted] does not belong to you. You also maintain that you did not sign an agreement and you have not been provided with a copy. In my voicemail on March 9, 2016, I advised you that the email address was provided by Progressive Security Inc. when your service was activated on September 9, 2013. Our records show that your email address was changed to [redacted] on November 21, 2013. A copy of your 24-month agreement was included with my previous correspondence. The balance of $568.61 remains valid as it is for services rendered and an early termination fee for the non-fulfillment of your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 6, 2015/11/12) */
November 11, 2015
[redacted]
7 [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 6, 2015, we received your correspondence, dated November 5, 2015,...
filed with the Revdex.com.
You requested that your ex-husband's (Mr. [redacted]) name be removed from your account.
I attempted to reach you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on November 9, 10 and 11, 2015. I left five voice messages. These contact numbers are listed on your correspondence and account.
As requested, I removed Mr. [redacted]'s name from your account.
Because we value your business, I applied a $25.00 monthly credit to your account for ten months and sent four free Pay-Per-View Certificates to your email address, [redacted]@ssa.gov.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to know the basis for their "rules". How are they protecting the account holder by requiring their permission to change the name on the account when ultimately the account holder is liable for the bill and equipment. I am the one who wishes the account to be changed to my name and would ultimately be liable for the bill and equipment.
[redacted] Dear Ms. [redacted]: On July 18, 2016, we received your complaint, dated July 15, 2016, filed with the Revdex.com. You expressed concern about your monthly rate and you requested a fair and accurate bill. When we spoke, I advised you that your monthly rate fluctuated due to changes you made to your account and due to credits being applied and then dropping off your bill. As I explained, due to the number of credits you have received in the past, you are no longer eligible for monthly adjustments or credits. If your programming remains the same and if you do not order Pay-Per-Views or Videos On Demand, your monthly rate will remain the same, barring any price changes instituted by DISH Network. 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
Initial Business Response /* (1000, 5, 2015/09/25) */
September 16, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 14, 2015, we received your complaint, dated September 11,...
2015, filed with the Revdex.com.
You expressed concern with the early termination fee that was applied to your account for internet service. You indicated that a technician was not sent to your home to install the service on the date promised. You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concerns.
I would like to apologize on behalf of DISH Network for the way that your issue was handled. We appreciate that you have brought this matter to our attention so that we may address it with the appropriate personnel.
Our records reveal that your internet service was canceled on September 11, 2015, and an early termination fee of $140.00 was applied to your account for the non-fulfillment of your term commitment.
When I spoke with you by phone on September 15, 2015, I advised you that I removed the early termination fee from your account. Because we value you as a customer, I applied a credit of $91.11 to your account to bring your current balance to zero.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* ([redacted], *, 2[redacted]/**/2*) */
*ay **, 2[redacted]
*r. [redacted], Apt. *
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear *r. [redacted]:
On *ay *2, 2[redacted], we received your complaint, dated *ay **, 2[redacted], filed...
with the Revdex.com.
You indicated that you fell behind in your payment due to unforeseen circumstances and that charges were not removed for the days that the service was interrupted.
When I spoke with you by telephone today, I agreed to remove the current balance of $[redacted].2* for the time that you were without service, and to assist you.
Additionally, because you have been a loyal customer since 2[redacted], I provided a monthly $**.** credit for *2 months.
Your billing cycles on the 2*th of each month and is due on the **th of the following month. You have the option to change your due date.
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: *onday through Friday *:** am to *:** pm *DT
([redacted]
cc: Denver / Boulder Revdex.com
**2* Cherokee St.
Denver, CO **2**
[redacted]
Initial Consumer Rebuttal /* (2[redacted], *, 2[redacted]/**/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
DISH response was timely and they offered a reconciliation that is very satisfactory.
Initial Business Response /* (1000, 5, 2015/06/05) */
May 27, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 22, 2015, we received your complaint, dated May 21, 2015, filed with the...
Revdex.com.
You expressed concern with the following:
Installation
Gift card
Smart Sound System
Technical issues
Early termination fee
Although you said that your installation was not completed, you confirmed that a technician returned to your home to finish the installation on May 7, 2015. Please be advised that a pole mount installation requires your utility company to mark the yard before the installation can be completed.
You indicated that you have not received the $200.00 gift card promised with your DISH Network service. Your gift card was sent for processing on May 13, 2015. Please allow two to four weeks for delivery.
You stated that you were given incorrect information regarding the functions of the sound system. Our records reveal that the sound system was returned on May 13, 2015. While I reversed the charge of $349.00 from your DISH Network account, I did not submit a refund because you told me during our phone conversation on May 26, 2015, that you disputed the credit card payment with your bank.
You expressed dissatisfaction with the nightly equipment updates and you indicated that in an attempt to resolve the concerns, you were sent a replacement receiver. Our records reveal that a replacement receiver was sent to your home on May 4, 2015, because you contacted us and reported that the receiver was changing channels on its own. Our equipment requires updates to ensure that the functions of the equipment do not become outdated. We are unable to disable this option; however, the update time can be changed through the Hopper receiver.
You do not agree with the early termination fee to disconnect your service and you requested that your service be canceled with no penalty. Your service was activated on May 2, 2015, with a 24-month commitment. Please be advised that DISH Network does not offer a trial period for service.
When I spoke with you by phone on May 26, 2015, I advised you that I waived the 24-month commitment on your account. As you requested, I scheduled your service to be disconnected on May 29, 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
July 5, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 5, 2016, we received your rebuttal, dated July 5, 2016, filed with the Revdex.com. You disagreed with my previous response and you expressed concern with the customer service you received. It is not my intent to add to your frustration. Please note that when an agreement is reached with Tribune Broadcasting Company, the channels will be restored on our programming lineup. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 4, 2015/05/13) */
May 6, 2015
Mr. [redacted] E. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You maintain that you cancelled your internet service with DISH Network due to ongoing service issues; however, you were charged an early termination fee. You said that DISH Network did not uphold its agreement to provide you with internet service and you received poor customer service when you called for assistance. You requested that the fee be waived.
When we spoke today, I advised you that our records reveal that DISH Network was supplying you with the internet service you requested; however, there was a technical issue caused by your computer. As such, we consider the early termination fee to be valid, but I will waive the fee since you intend to retain your DISH Network TV service.
We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
June 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 20, 2016, we received your complaint, dated June 16, 2016, filed with the Revdex.com. You said that the DISH Network account associated with your information is not yours, and you disputed the early termination fee. When we spoke, you said that you had no part in the initiation of the account and that you were not aware of any commitment. I advised you that I would forward you a copy of our ID Theft Affidavit to fill out. As you requested, I emailed you a copy of the affidavit. Please complete the affidavit and send all required documents and information to our ID Theft Team at: · Fax: [redacted] · Email: [redacted] Attention: ID Theft Verification Team Once they receive your information, they will research your case and 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
Initial Business Response /* (1000, 5, 2015/06/15) */
June 11, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 9, 2015, we received your complaint, dated June 8, 2015, filed with...
the Revdex.com.
You expressed concern regarding ongoing technical issues with your internet service. You would like to cancel your internet service without penalty.
When we spoke by phone, I advised you that I will waive your early termination fee for your internet service. You may now close your internet account without penalty at any time.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish did offer to let me out of the contract without penalty due to bad service and technical issues. I feel that is fair.
Initial Business Response /* (1000, 5, 2015/10/21) */
October 9, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015,...
filed with the Revdex.com.
You indicated that you experienced technical issues and the technician visits that have been scheduled were canceled without your knowledge. You requested to be released from your 24-month commitment. You also mentioned that no discount has been provided for weather-related issues.
When I spoke with you by telephone today, I informed you that a review of your account reveals that the technician visits were canceled through the customer service application online. As an exception, I waived your 24-month commitment.
Since weather-related issues should be infrequent and are not normally long-term or ongoing, we do not provide compensation. If the issues continue, we will provide the customer a technician visit. However, we have no reports on your account of any ongoing technical issues related to weather. In addition, you were provided with a $40.00 discount for ten months in January 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did ask him if he would give me the money I lost and he said no. I think I deserve that back since I lost a day of work for there mistake. Also he said there was no record of me calling in because of bad weather and that is not true. I called in many times regarding bad weather. I just what I deserve . Some kind of respond to my lost day of work for $100.00 And that my monthly payment to be lower or stay the same for 1 year with the Hallmark Heartland channel 187.free for 1 year also.
Final Business Response /* (4000, 9, 2015/11/05) */
October 27, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 27, 2015, we received your complaint, dated October 24, 2015, filed with the Revdex.com.
You requested $100.00 compensation for missing work on the day of the scheduled installation. You also suggested a lower monthly bill and the Hallmark/Heartland programming free for one year.
As previously advised, the rescheduled technician visits were canceled through the online customer service application. This was not caused by DISH Network. However, as an exception, we released you from your 24-month commitment. We do not provide compensation for time spent.
When your 12-month introductory offer of $30.00 credits expired in January 2015, you were provided an additional 12 months of service credits in the amount of $40.00 per month. No further credits are due.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]I have sent the completed requested identity theft packet on 9/22nd to [email protected]
attention to [redacted], Dispute Resolution Specialist, Executive Escalations TeamI left a voicemail requesting confirmation of the e-mail on Thursday, 9/22ndI have not received any confirmation backI have left a second voicemail on 9/23rd on the telephone numbers listed belowI spoke GC Services and they are awaiting contact from Dish NetworkDISH Network, L.L.C
Phone Hours: Monday – Friday, 6:am to 2:
pm MST
[redacted]
Dispute
Resolution Specialist
Executive
Escalations Team
Hours:Monday–Friday
2:pm to 11:pm MST
E-Mail:
[redacted]
Phone
###-###-#### Shelley Antrillo
Mail:
ID Theft Verification Team
PO Box
Littleton, CO
cc:
Denver / Boulder RevDex.com
EFlorida Avenue, Suite
Denver, CO
[redacted]
Sincerely,
[redacted]
February 23, 2016 Mr. [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You said you were billed after the requested disconnection date. You asked that the credit be applied to your bundled CenturyLink account. When we spoke today, I advised you that I was unable to locate your DISH Network account with the information you provided in your correspondence. You said you will contact me at a later time to provide me with your 16-digit DISH Network account number for further investigation. 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 (720) 514-7082 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
February 19, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 31, 2018, we received your complaint, dated January 29, 2018, filed with the Revdex.com. You indicated that you experienced ongoing technical issues and when a technician visit was offered, the call was lost and no one called you back to schedule it. Therefore, you disconnected your service and requested that the early termination fee be waived. You expressed concern that you were charged for an additional month of service. You also mention that obsolete equipment was installed. When I spoke with you by telephone today, I advised you that when calling DISH Network, it is to an inbound call center and the agents cannot call out. You did not call us back to complete the scheduling of the technician visit. Although there were no ongoing technical issues reported, I reversed the $460.00 early termination fee as an exception. Since the call was lost on January 5, 2018, and you were billed for service to February 4, 2018, I also reversed those service charges of $84.91. Because your leased equipment is now obsolete and you received an email indicating that it did not need to be returned, I removed it from your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 8, 2015/10/01) */
September 28, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 22, 2015, we received your correspondence, dated September 21,...
2015, filed with the Revdex.com.
You disputed the HDMI fees and you requested a credit of $56.24.
I attempted to reach you at (XXX) XXX-XXXX on September 22, 25 and 28, 2015. I left three voice messages.
A review of your account shows that one $19.99 8' HDMI cable fee was removed from your account on September 20, 2015. I also made an exception and removed the $39.00 fee for the 6' HDMI AudioQuest cable from on September 22, 2015. These fee removals total $59.00.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Bill that they show fee reversals are only showing my TWO payments for the that billing period AND a late fee reversal because I was charged a late fee in error and MADE them reverse it all they did is go over the wording of late fee reversal and type in fee charge reversal for $7.00 there is NO credit for $39 or $19 as they state in the response to Revdex.com (see the original billing I sent when filing the case) Nor do they credit me for the $56.24 that they MADE me pay in August or they would disconnect me. I am not stupid and I am tired of being treated so. Credit my account with the proper credits and send a statement reflecting the proper credits listed above (ALL 3 of them)
[redacted]
Final Business Response /* (4000, 13, 2015/10/13) */
October 6, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 6, 2015, we received your rebuttal, dated October 5, 2015, filed with the Revdex.com.
You maintain the HDMI fees were not reversed and you disputed the $7.00 late fees.
A review of your August 6, 2015, billing statement shows two payments of $84.07 made on July 6, 2015, and August 6, 2015. These payments cover service rendered for two months. Because the full payment due for service rendered was not made prior to the payment due date, you were billed a$7.00 late fee. This fee was reversed on July 7, 2015, and the credit is also listed on the August 6th bill.
Your September 6, 2015, bill shows that a partial payment of $91.07 was made on September 1, 2015, and you were again billed a $7.00 late fee. As a courtesy, I reversed this fee. To prevent additional late fees from applying to your account, we ask that the full amount due be paid on or before the due date. I have enclosed copies of your August and September 2015 bills for your review.
Please note that the $19.00 HDMI cable and the $39.99 HDMI AudioQuest cable fees were removed from your account after the September 6, 2015, bill generated. As a result, these fee reversals will be reflected on your October 6, 2015, billing statement. I regret any confusion.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
May 17, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 12, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. You said that you paused your DISH Network service in January 2016, but you later received a bill for service. You requested to place your account on permanent pause without an early termination fee. When we spoke, I advised you that a review of your calls to DISH Network revealed that you placed your account on DISH Pause on February 3, 2016. At the same time, you scheduled to have your service installed at your new location on February 23, 2016. We received a call on February 22, 2016, during which you cancelled the installation work order, but you did not request your account be placed back on DISH Pause. As such, you were billed for programming from that date until April 14, 2016, when you placed your account back on DISH Pause. As a courtesy, I waived your current balance of $182.41, but I found that the agents with whom you spoke provided correct information and they did as you requested with your account. 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]
July 7, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. Brown: On June 21, 2016, we received your complaint, dated June 18, 2016, filed with the Revdex.com. You indicated that when you called in to verify the time left in your commitments, you were advised there was 13 months remaining for your TV service and 22 months remaining for your internet service. You said that you started the TV and internet service as a bundle at the same time; therefore, the commitment period should be the same. You requested that the commitment period for the internet service be corrected or the commitment be waived. A review of your account reveals that your service was installed on July 1, 2015. Due to a system error, you were not billed for internet service until March 20, 2016, making it appear that your service did not start until that date. Unfortunately, I am unable to change the internet commitment time frame due to a limitation within our system; however, I waived the commitment associated with your internet service in the interest of reaching a 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: 7:00 am-3:30 pm MST, MON-FRI [redacted]
Initial Business Response /* (1000, 5, 2015/08/07) */
July 22, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 21, 2015, we received your complaint, dated July 17, 2015, filed with the...
Revdex.com.
You indicated that you acquired your DISH Network service through a door-to-door sales representative who told you there was no commitment. He also did not tell you that you were signing a 24-month agreement and you were unaware of the early termination fee when you chose to disconnect the service.
When I spoke with you by telephone today, I informed you that your account was established by Dish One. As an exception, I removed the $240.00 early termination fee and the $10.00 box return fee. I submitted a refund for $63.87, since you had a credit balance left from your last payment. There is no balance due to DISH Network.
Please return the Hopper and Joey receivers and remotes to avoid unreturned equipment fees.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 27, 2018 Mrs. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mrs. [redacted]: On February 23, 2018, we received your correspondence, dated February 22, 2018, filed with the Revdex.com. You said that when you established your service in Florida, you told our agent that this was a temporarily home, as you will be moving to Athens, Greece and you do not want to be placed under a commitment. You indicated that you were not advised of the term commitment and you disputed the early termination fee. In addition, you provided feedback regarding your customer service experience. When I spoke with your daughter [redacted] today, I informed her that you had established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I reviewed your sales call from August 15, 2017. I found that you were provided with full disclosure for the DHA promotional terms, to which you agreed. During the call, the agent also explained that the account holder must sign the DHA agreement during the installation. There was no mention that this was a temporary address or that you would be moving. While I was talking to [redacted], she called you on another line and placed the call on speaker. I then advised both of you of our findings, but you disagreed and you requested to hear the recorded sales call. To listen to this call, please submit a subpoena to: DISH Network LLC Attn: Subpoena Request PO Box 6655 Englewood, CO 80155 You may also fax it to (720) 514-6359. 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]
August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com. You said that your bank account was debited without authorization causing non-sufficient funds (NSF) fees. ...
You requested that DISH Network compensate you for your NSF fees. When we spoke, you indicated that you did not wish to hear my response and you terminated our call. I attempted to explain that the payments in question were made manually. One, in the amount of $283.79 on July 20, 2016, was made through your receiver. The other two, one for $283.79 and another for $10.02, were made through your online account on July 22, 2016. I reviewed your calls to DISH Network and I found that your bank verified three payments were presented to them. The latter two were declined and the initial payment was honored. However, prior to DISH Network being notified your payments were declined, you requested a refund of $283.79 on August 3, 2016, and it was processed on August 9, 2016. Your other two payments were declined by your bank and removed from your account on August 9, 2016, as well. As all payments in question were made manually, and are therefore authorized, we are unable to honor your request for compensation. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
March 11, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com. You indicated that the email address [redacted] does not belong to you. You also maintain that you did not sign an agreement and you have not been provided with a copy. In my voicemail on March 9, 2016, I advised you that the email address was provided by Progressive Security Inc. when your service was activated on September 9, 2013. Our records show that your email address was changed to [redacted] on November 21, 2013. A copy of your 24-month agreement was included with my previous correspondence. The balance of $568.61 remains valid as it is for services rendered and an early termination fee for the non-fulfillment of your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 6, 2015/11/12) */
November 11, 2015
[redacted]
7 [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 6, 2015, we received your correspondence, dated November 5, 2015,...
filed with the Revdex.com.
You requested that your ex-husband's (Mr. [redacted]) name be removed from your account.
I attempted to reach you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on November 9, 10 and 11, 2015. I left five voice messages. These contact numbers are listed on your correspondence and account.
As requested, I removed Mr. [redacted]'s name from your account.
Because we value your business, I applied a $25.00 monthly credit to your account for ten months and sent four free Pay-Per-View Certificates to your email address, [redacted]@ssa.gov.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to know the basis for their "rules". How are they protecting the account holder by requiring their permission to change the name on the account when ultimately the account holder is liable for the bill and equipment. I am the one who wishes the account to be changed to my name and would ultimately be liable for the bill and equipment.
July 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 18, 2016, we received your complaint, dated July 15, 2016, filed with the Revdex.com. You expressed concern about your monthly rate and you requested a fair and accurate bill. When we spoke, I advised you that your monthly rate fluctuated due to changes you made to your account and due to credits being applied and then dropping off your bill. As I explained, due to the number of credits you have received in the past, you are no longer eligible for monthly adjustments or credits. If your programming remains the same and if you do not order Pay-Per-Views or Videos On Demand, your monthly rate will remain the same, barring any price changes instituted by DISH Network. 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