January 11, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 2, 2018, we received your complaint, dated December 30, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. You also stated that although you were offered an equipment upgrade, you received different information regarding the associated fees. In addition, you said that you were charged for add-on services without your authorization. Your DISH Network service was activated on May 12, 2017, with a 24-month commitment. Your promotion included four movie channels (HBO, Cinemax, Showtime and Starz) and the DISH Movie Pack free for three months, as well as the Protection Plan free for six months. Since the movie channels were not removed after the free trial, you began to be charged the regular monthly price of $55.00. Notification of the upcoming charges were disclosed on your June 27, 2017, billing statement (enclosed). On August 12, 2017, Cinemax, Showtime, Starz and the DISH Movie Pack were removed from your account; however, you opted to keep HBO. A total credit of $55.00 was applied to your account for the removal and a refund of $65.00 was applied to your credit card account on August 15, 2017, for the previous charges. HBO was removed on August 29, 2017, and a total credit of $21.49 was applied to your account. The Protection Plan was removed from your account on November 5, 2017. Please be advised that a fee applies for an equipment upgrade. We also require a 24-month commitment. As DISH Network offers different models of our Hopper receivers, the upgrade fee can range from $50.00 to $150.00. However, the monthly DVR and additional receiver fees are the same. Our records show that our representative offered to waive the upgrade fee to replace your Hopper 2000 receiver with a Hopper with Sling receiver; however, you declined because of the term commitment. We appreciate that you brought this [redacted]er to our attention so we may address it internally with the appropriate personnel. When I spoke with you by phone on January 8, 2018, I advised you that I made an exception and waived your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 11, 2016 Dear Mr. [redacted]: On November 11, 2016, we received your complaint, dated November 10, 2016, filed with the Revdex.com. You disagreed with my previous response and expressed dissatisfaction with the customer service you received. You also mentioned concerns with the quality of your installation. It is not my intent to add to your frustration. During our phone call on October 20, 2016, the call was dropped. I attempted to call you back without success. I regret that you disagree with my response regarding the prorated billing charges. The concern you mentioned with the quality of your installation will be addressed internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Initial Business Response /* (1000, 5, 2015/10/05) */
September 25, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your complaint, dated September 23, 2015, filed...
with the Revdex.com.
You said that you did not approve DISH Network to check your credit twice.
When we spoke, I advised you that our records indicate that you contacted us for service on August 28, 2015, when your credit was checked the first time. You then attempted to initiate an account online on August 29, 2015, during which you approved another credit check. You then called us on September 22, 2015, to initiate an account and approved the credit check then as well.
You indicated that your credit card would not go through when you tried to get service previously, and a review of your sales call from September 22, 2015, indicated that the agent with whom you spoke had some issue getting your credit card qualification approved, but was successful and your account was created.
As our records indicate that you approved all the inquiries, we are unable to remove them.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You disputed the balance due on your account. You also expressed concern with the customer service you received and with the attempts to collect the balance. When we spoke today, I informed you that we received a credit card dispute from your bank for $282.21 on October 22, 2015, which created the balance of $22.23. As an exception, I removed this from your account. This information will also be removed from your credit report. Please allow eight weeks for processing. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/31) */
August 20, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the Better...
Business Bureau.
You expressed concern with the charges on your account. You indicated that your service was supposed to be disconnected, but it was placed on DISH Pause instead.
Your DISH Network service was placed on DISH Pause on August 21, 2014. A review of the customer service call recording revealed that you opted to place your service on DISH Pause for nine months instead of disconnecting it. The representative advised you that your service would automatically be reinstated if DISH Pause exceeded nine months. She also told you to call us if you were unable to restart your service.
DISH Pause was removed on May 21, 2015, because the allowed time frame was exceeded. Notification of this was sent via email to you at [redacted]@NEEL-SCHAFFER.COM.
When I spoke with you by phone today, I advised you that I made an exception and backdated your service charges. I also submitted a refund check of $173.24. Please allow two to three weeks for processing.
Your DISH Network account has been closed and has a zero balance.
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]
Initial Consumer Rebuttal /* (2000, 12, 2015/09/18) */
My issue has been totally resolved in a timely manner. I am satisfied and thank you, Revdex.com, for your assistance in getting through to DISH.
Complaint: [redacted]
I am rejecting this response because:As noted by Dish, the earlier calls were dropped but NOT before they had been told the system was broken. On each call AFTER being told the receiver was broken and that I was thinking of just dropping them altogether, they transferred me to "customer retention". It was during the time that they were trying to convince me to just change packages that the calls were dropped. Hence, THEY WERE NOTIFIED OF THE BROKEN EQUIPMENT FROM THE VERY FIRST CALL and yet I was still billed. Sending a signal is not enough, you MUST have fully functional equipment to use the signal. Hence I still need to be paid back for now nine(9) months of service I was billed for. I was corrected by their corporate office that I'm only being billed $135 per month for the TV service so, with the refund offer from Dish of reimbursement of one months service of the original ten(10) requested I am still owed an additional $1,215 and still expect that to be reimbursed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Seems like a big issue is that I never reported all the times an outage occurred. I have a government free phone with only limited minutes. I ended up using all my minutes before I even spoke to a real person. I simply could not contact you. I have no money for this service that I feel is in breech of contract.
Sincerely,
January 5, 2016
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 30, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.com.
You expressed...
concern with the physical address we have listed on your account and that the technician was unable to locate it. You also have not received the boxes to ship your leased equipment back. In addition, you attempted to disconnect your service for three months now without success. Furthermore, you mentioned your dissatisfaction with the customer service you received.
Boxes to return the leased equipment were previously shipped to [redacted]. I requested that boxes be shipped to the address listed on your Revdex.com complaint: [redacted]. They are scheduled for delivery on Thursday, January 7, 2016, under UPS tracking number [redacted]. However, I received a message from you that we still do not have the correct address, but you did not provide me with the correct address.
Our records reveal that you enrolled in the DISH Move-In Deal on November 23, 2015. Since there was no line-of-sight for service from that day forward, I removed the $82.54 balance from your account.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 6, 2015/09/09) */
September 1, 2015
Ms. [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your complaint, dated August 16, 2015, filed...
with the Revdex.com.
You indicated that you made four payments in the past two months, yet your service was disconnected. You requested that your service be restored. You said that the following payments were made:
$116.44 August 13, 2015
$116.44 July 15, 2015
$93.01 July 5, 2015
$30.00 June 24, 2015
Our records reveal that the last time the balance was current and at zero was on November 20, 2014. Since then only partial payments were made, leaving a balance due. This balance carried over monthly and on the June 4, 2015, billing statement the balance due was $276.34. Additionally, HBO was added to your account and prorated charges of $25.74 were applied to your account.
However, there are four returned items in June 2015, which is why your balance is so high.
A payment of $140.67 on June 7, 2015, was reversed on June 11, 2015.
A payment of $135.67 on June 7, 2015, was reversed on June 11, 2015.
A payment of $108.39 on June 12, 2015, was reversed on June 17, 2015.
A payment of $116.40 on July 13, 2015, was disputed and returned to your bank on August 3, 2015. Then on August 13, 2015, this same payment was transferred to another account.
On July 2, 2015, we received a payment of $93.01, thereby reducing the balance due to $234.73.
The payment that actually went through was the $30.00 payment on June 22, 2015, leaving a balance due of $311.05, and it was not enough to prevent service interruption.
You indicated that all the payments that were reversed were made by check and you only pay with a debit/credit card. Nevertheless, since the payments were reversed and no other payments were made towards the account, the charges are still valid. However, as an exception on July 13, 2015, a customer service agent offered to provide a $30.00 adjustment to offset the three fees that you were charged.
A review of the calls from May 13, 2015, reveals that you were told that the current balance due of $326.26 needed to be paid. You were provided with an extension until May 25, 2015.
During the call on June 27, 2015, you told the agent that you were told to pay $27.00 but we provided an additional extension until July 2, 2015. Your service was restarted without payment.
During the call on July 13, 2015, you were made aware that the full balance was $276.34 and he explained that you only paid the past-due amount and full payment of $116.44 was expected by midnight to avoid interruption.
During the call on August 4, 2015, you were told that the balance was $307.22. You were to call back but we show no other calls on that date.
During the call on August 10, 2015, you were informed that the $166.44 was returned to the bank. The agent requested a copy of your bank statement.
The copy of the bank statement that we received only revealed transactions through July 15, 2015. The debit of $116.40 was made on July 13, 2015, but the chargeback was received on August 3, 2015. Therefore, the dispute does not appear on the statement you provided.
Since your monthly service charges are $118.99 and we have only received $143.01 since June 2015, the total balance due for service rendered is $337.69. Your billing is correct and service can be restored with a payment of the past-due amount of $218.70.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have my bank statements for proof that my dish account should be at a zero dollar balance. I would like my money back as I am with directv now because dish was extremely rude to me when I tried to talk to them.
Final Business Response /* (4000, 10, 2015/09/29) */
September 23, 2015
Ms. [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 11, 2015, filed with the Revdex.com.
You maintain that you have bank statements showing that your DISH Network account should be at a zero balance and that you are due a refund.
As previously advised, your monthly service charges are $118.99. We have only received payment in the amount of $143.01 since June 2015 and the total balance due for service rendered since then is $337.69. Your billing is correct.
Our records reveal that the last time the balance was current and at zero was on November 20, 2014. Since then only partial payments were made, leaving a balance due. This balance carried over monthly and on the June 4, 2015, billing statement the balance due was $276.34. Additionally, HBO was added to your account and prorated charges of $25.74 were applied to your account.
Please provide me with your rolling bank statement from November 2014 to August 2015, so that I can compare your payments with the payments that we show have posted to your account.
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]
November 2, 2016 Dear Mr. [redacted]: On October 26, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on October 26 and 31, 2016, and on November 2, 2016, and I left...
three messages. You maintain that you have experienced ongoing technical issues and you disputed the $95.00 fee for a technician visit. You also do not agree with the $8.00 monthly Protection Plan warranty which will reduce the fee to $10.00. Although there were technical issues reported in October 2016, there is no record of any previous ongoing technical issues being reported. The cost of a technician visit is $95.00. The Protection Plan ($8.00 monthly) is provided as an option to reduce this fee. We regret that you do not agree with our policy. A review of your account reveals that you were not charged for the technician visit completed on October 23, 2016. Due to the technical issues you experienced in October 2016, I applied a credit of $49.02 to your account for one month of service. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT###-###-####
Complaint: [redacted]
I am rejecting this response because:The statement by Mr. [redacted] is interesting. I Returned his first call 2 minutes after his calling and went directly to message. That was 3/2/16. I never received a call from Mr. [redacted] 3/3/16/. 3/4/16 the same as the first call, returned it within minutes and went directly to message. Neither of my messages were addressed or returned. His communications were to basically blame everthing on computer glitches, and everything was returned to as it should be. How Nice! I was the one inconvenienced, I was the one insulted, with barely a recognition on their part of anything. I would be a fool to continue to give them my business and my money.
Sincerely,
[redacted]
Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com. You expressed concern that your Tailgater antenna only worked for the first six months and you are unable to get it replaced. You mentioned that when you called us to inquire about it not working, we transferred you to a retailer who will not replace it. You requested that we refund you the $500.00 that you paid for it, replace it, or apply a $250.00 credit to the account to cover at least half the cost. When I spoke with you by telephone today, I apologized for the inconvenience and I informed you that since we did not sell you the product, we cannot process a refund for funds that are not in our possession. You were already provided a $120.00 credit; therefore, as an exception, I applied a $130.00 credit to your account to equal the $250.00 you requested. I informed you that the manufacturer warranty is through King and you would need to contact them to troubleshoot technical issues with their antenna. They will determine what course of action they will needs to take. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
April 4, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 1, 2016, we received your rebuttal, dated March 31, 2016, filed with the Revdex.com. You expressed concern that your $150.00 payment could not be located with your bank account information. We have been communicating via email since March 23, 2016. During our email correspondence, I informed you that were unable to locate the payment with the bank account or the debit card numbers you provided. I recommended that you dispute the payment with your bank. When the dispute is processed the funds will be returned to your financial institution. However, you declined this option. I also asked that you provide me with your bank phone number and the name of a contact person, so that I may research this matter further. As of today, I have not received this information. As a courtesy, I previously applied a $50.00 credit to your account for programming. 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]
Dear Ms. [redacted]: On January 28, 2016, we received your complaint, dated January 27, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 3, 4 and 5, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You...
said that after your system was installed you found that you had been misled. You requested that we close your account without penalty and we provide you with a refund. I have been unable to investigate your claim, as you didn’t provide specifics as to how you were misled. Please contact me directly at ###-###-####, so that I may assist you. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/10/27) */
October 26, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 22, 2015, we received your complaint, dated October 20, 2015,...
filed with the Revdex.com.
I attempted to speak with you today, but you terminated the call.
You indicated that DISH Network automatically debited your debit/credit card account for $200.00 and $446.00 without your authorization.
Your account was established on June 13, 2014, under the Digital Home Advantage (DHA) leased equipment promotion which includes a 24-month agreement. Authorization to automatically debit your debit/credit card account for the early termination fee and unreturned equipment is provided in the terms of the agreement. Enclosed is a copy for your review.
This account was disconnected due to non-payment on August 8, 2015. Because the 24-month agreement was not fulfilled you were charged a $200.00 early termination fee, and $446.00 plus tax for the unreturned equipment.
Since we received the 722 DVR receiver, $199.00 was reversed and refunded on October 14, 2015. I reversed the $49.00 LNBF fee. Once the two additional receivers are returned, we will reverse the two $99.00 fees, plus tax, and submit a refund.
The remaining balance of $140.16 is for programming service that was rendered.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your correspondence, dated January 27, 2018, filed with the Revdex.com. You maintain you were told you would receive specific local channels. You also said you were advised that weather conditions would not affect your signal. You requested free internet service to view On-Demand programming, and a guide for locals ([redacted]. In addition, you disputed the term commitment and you provided feedback regarding your customer service experience. Our records reveal that you established your account under the Flex24 promotion with a 24-month commitment. The recording of your sales call revealed that the agent offered the America’s Top 120+ package and the [redacted] locals out of Milwaukee, WI. There was no mention of the local channels you described in your correspondence. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. I reviewed your call from January 19, 2018. You reported dissatisfaction with your programming after the installation. Our agent upgraded your programming package to the America’s Top 200 package and applied a monthly $10.00 credit for 24 months to cover the additional cost for the package. During this call, you requested a channel lineup card and the agent sent it to you via email at [redacted]. The agent also provided you with a free Over-The-Air (OTA) antenna and scheduled an installation so that you could receive the locals in your area that are not included in your subscription. In order to receive a guide on your Hopper system for the OTA channels, an OTA Digital Dongle is required. Unfortunately, we do not have this component. When we spoke today, I informed you that we are unable to honor your request. Since you are dissatisfied with the service, I made an exception and waived your term commitment. You may cancel your service at any time without a penalty. We appreciate your feedback and your concerns will be reviewed internally. 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]
Dear Ms. [redacted]: On April 13, 2016, we received your correspondence, dated April 12, 2016, filed with the Revdex.com. You maintain that you were not informed of the two-year commitment when you added a receiver to your account. You also expressed concern with the the signed agreement and you disputed the early termination fee. When we spoke on April 14, 2016, I advised you that I reviewed your recorded call that took place on December 26, 2015, when you requested a Joey receiver be added to your account. The agent disclosed that the DISH’n It Up (DIU) equipment upgrade requires a 24-month commitment and that the Joey receiver would cost an additional $7.00 per month. You agreed to these terms. During the installation on December 29, 2015, the technician presented you with an electronic pad to sign containing the DIU agreement. On this same date, a copy of the signed agreement was emailed to [redacted]@yahoo.com. Although the early termination fee is valid, I made an exception and removed it from your account. I also submitted a refund of $318.34. Please allow five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com
September 21, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 15, 2017, we received your complaint, dated September 14, 2017, filed with the Revdex.com. You disputed the debt reported to your credit file. In your email, you stated that you were not contacted concerning the balance associated with your DISH Network account. As I advised you, DISH Network attempted to contact you at the phone numbers and address on the account. As a review of the recorded calls associated with the account revealed some confusion, I requested to have the collections company remove this item from your credit file. Please allow six to eight weeks for any updates to be reflected by the credit bureaus. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/06/18) */
June 17, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 16, 2015, we received your correspondence, dated June 15, 2015, filed with the Better Business...
Bureau.
You indicated that you experienced technical issues related to streaming Sling International programming. You requested a refund of $26.68 for one month of service.
A refund for $26.68 has been issued. **ease allow seven to ten business days to receive the refund.
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: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 11, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 2, 2018, we received your complaint, dated December 30, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. You also stated that although you were offered an equipment upgrade, you received different information regarding the associated fees. In addition, you said that you were charged for add-on services without your authorization. Your DISH Network service was activated on May 12, 2017, with a 24-month commitment. Your promotion included four movie channels (HBO, Cinemax, Showtime and Starz) and the DISH Movie Pack free for three months, as well as the Protection Plan free for six months. Since the movie channels were not removed after the free trial, you began to be charged the regular monthly price of $55.00. Notification of the upcoming charges were disclosed on your June 27, 2017, billing statement (enclosed). On August 12, 2017, Cinemax, Showtime, Starz and the DISH Movie Pack were removed from your account; however, you opted to keep HBO. A total credit of $55.00 was applied to your account for the removal and a refund of $65.00 was applied to your credit card account on August 15, 2017, for the previous charges. HBO was removed on August 29, 2017, and a total credit of $21.49 was applied to your account. The Protection Plan was removed from your account on November 5, 2017. Please be advised that a fee applies for an equipment upgrade. We also require a 24-month commitment. As DISH Network offers different models of our Hopper receivers, the upgrade fee can range from $50.00 to $150.00. However, the monthly DVR and additional receiver fees are the same. Our records show that our representative offered to waive the upgrade fee to replace your Hopper 2000 receiver with a Hopper with Sling receiver; however, you declined because of the term commitment. We appreciate that you brought this [redacted]er to our attention so we may address it internally with the appropriate personnel. When I spoke with you by phone on January 8, 2018, I advised you that I made an exception and waived your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 11, 2016 Dear Mr. [redacted]: On November 11, 2016, we received your complaint, dated November 10, 2016, filed with the Revdex.com. You disagreed with my previous response and expressed dissatisfaction with the customer service you received. You also mentioned concerns with the quality of your installation. It is not my intent to add to your frustration. During our phone call on October 20, 2016, the call was dropped. I attempted to call you back without success. I regret that you disagree with my response regarding the prorated billing charges. The concern you mentioned with the quality of your installation will be addressed internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Initial Business Response /* (1000, 5, 2015/10/05) */
September 25, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your complaint, dated September 23, 2015, filed...
with the Revdex.com.
You said that you did not approve DISH Network to check your credit twice.
When we spoke, I advised you that our records indicate that you contacted us for service on August 28, 2015, when your credit was checked the first time. You then attempted to initiate an account online on August 29, 2015, during which you approved another credit check. You then called us on September 22, 2015, to initiate an account and approved the credit check then as well.
You indicated that your credit card would not go through when you tried to get service previously, and a review of your sales call from September 22, 2015, indicated that the agent with whom you spoke had some issue getting your credit card qualification approved, but was successful and your account was created.
As our records indicate that you approved all the inquiries, we are unable to remove them.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You disputed the balance due on your account. You also expressed concern with the customer service you received and with the attempts to collect the balance. When we spoke today, I informed you that we received a credit card dispute from your bank for $282.21 on October 22, 2015, which created the balance of $22.23. As an exception, I removed this from your account. This information will also be removed from your credit report. Please allow eight weeks for processing. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/31) */
August 20, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the Better...
Business Bureau.
You expressed concern with the charges on your account. You indicated that your service was supposed to be disconnected, but it was placed on DISH Pause instead.
Your DISH Network service was placed on DISH Pause on August 21, 2014. A review of the customer service call recording revealed that you opted to place your service on DISH Pause for nine months instead of disconnecting it. The representative advised you that your service would automatically be reinstated if DISH Pause exceeded nine months. She also told you to call us if you were unable to restart your service.
DISH Pause was removed on May 21, 2015, because the allowed time frame was exceeded. Notification of this was sent via email to you at [redacted]@NEEL-SCHAFFER.COM.
When I spoke with you by phone today, I advised you that I made an exception and backdated your service charges. I also submitted a refund check of $173.24. Please allow two to three weeks for processing.
Your DISH Network account has been closed and has a zero balance.
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]
Initial Consumer Rebuttal /* (2000, 12, 2015/09/18) */
My issue has been totally resolved in a timely manner. I am satisfied and thank you, Revdex.com, for your assistance in getting through to DISH.
Complaint: [redacted]
I am rejecting this response because:As noted by Dish, the earlier calls were dropped but NOT before they had been told the system was broken. On each call AFTER being told the receiver was broken and that I was thinking of just dropping them altogether, they transferred me to "customer retention". It was during the time that they were trying to convince me to just change packages that the calls were dropped. Hence, THEY WERE NOTIFIED OF THE BROKEN EQUIPMENT FROM THE VERY FIRST CALL and yet I was still billed. Sending a signal is not enough, you MUST have fully functional equipment to use the signal. Hence I still need to be paid back for now nine(9) months of service I was billed for. I was corrected by their corporate office that I'm only being billed $135 per month for the TV service so, with the refund offer from Dish of reimbursement of one months service of the original ten(10) requested I am still owed an additional $1,215 and still expect that to be reimbursed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Seems like a big issue is that I never reported all the times an outage occurred. I have a government free phone with only limited minutes. I ended up using all my minutes before I even spoke to a real person. I simply could not contact you. I have no money for this service that I feel is in breech of contract.
Sincerely,
[redacted]
January 5, 2016
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 30, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.com.
You expressed...
concern with the physical address we have listed on your account and that the technician was unable to locate it. You also have not received the boxes to ship your leased equipment back. In addition, you attempted to disconnect your service for three months now without success. Furthermore, you mentioned your dissatisfaction with the customer service you received.
Boxes to return the leased equipment were previously shipped to [redacted]. I requested that boxes be shipped to the address listed on your Revdex.com complaint: [redacted]. They are scheduled for delivery on Thursday, January 7, 2016, under UPS tracking number [redacted]. However, I received a message from you that we still do not have the correct address, but you did not provide me with the correct address.
Our records reveal that you enrolled in the DISH Move-In Deal on November 23, 2015. Since there was no line-of-sight for service from that day forward, I removed the $82.54 balance from your account.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 6, 2015/09/09) */
September 1, 2015
Ms. [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your complaint, dated August 16, 2015, filed...
with the Revdex.com.
You indicated that you made four payments in the past two months, yet your service was disconnected. You requested that your service be restored. You said that the following payments were made:
$116.44 August 13, 2015
$116.44 July 15, 2015
$93.01 July 5, 2015
$30.00 June 24, 2015
Our records reveal that the last time the balance was current and at zero was on November 20, 2014. Since then only partial payments were made, leaving a balance due. This balance carried over monthly and on the June 4, 2015, billing statement the balance due was $276.34. Additionally, HBO was added to your account and prorated charges of $25.74 were applied to your account.
However, there are four returned items in June 2015, which is why your balance is so high.
A payment of $140.67 on June 7, 2015, was reversed on June 11, 2015.
A payment of $135.67 on June 7, 2015, was reversed on June 11, 2015.
A payment of $108.39 on June 12, 2015, was reversed on June 17, 2015.
A payment of $116.40 on July 13, 2015, was disputed and returned to your bank on August 3, 2015. Then on August 13, 2015, this same payment was transferred to another account.
On July 2, 2015, we received a payment of $93.01, thereby reducing the balance due to $234.73.
The payment that actually went through was the $30.00 payment on June 22, 2015, leaving a balance due of $311.05, and it was not enough to prevent service interruption.
You indicated that all the payments that were reversed were made by check and you only pay with a debit/credit card. Nevertheless, since the payments were reversed and no other payments were made towards the account, the charges are still valid. However, as an exception on July 13, 2015, a customer service agent offered to provide a $30.00 adjustment to offset the three fees that you were charged.
A review of the calls from May 13, 2015, reveals that you were told that the current balance due of $326.26 needed to be paid. You were provided with an extension until May 25, 2015.
During the call on June 27, 2015, you told the agent that you were told to pay $27.00 but we provided an additional extension until July 2, 2015. Your service was restarted without payment.
During the call on July 13, 2015, you were made aware that the full balance was $276.34 and he explained that you only paid the past-due amount and full payment of $116.44 was expected by midnight to avoid interruption.
During the call on August 4, 2015, you were told that the balance was $307.22. You were to call back but we show no other calls on that date.
During the call on August 10, 2015, you were informed that the $166.44 was returned to the bank. The agent requested a copy of your bank statement.
The copy of the bank statement that we received only revealed transactions through July 15, 2015. The debit of $116.40 was made on July 13, 2015, but the chargeback was received on August 3, 2015. Therefore, the dispute does not appear on the statement you provided.
Since your monthly service charges are $118.99 and we have only received $143.01 since June 2015, the total balance due for service rendered is $337.69. Your billing is correct and service can be restored with a payment of the past-due amount of $218.70.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have my bank statements for proof that my dish account should be at a zero dollar balance. I would like my money back as I am with directv now because dish was extremely rude to me when I tried to talk to them.
Final Business Response /* (4000, 10, 2015/09/29) */
September 23, 2015
Ms. [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 11, 2015, filed with the Revdex.com.
You maintain that you have bank statements showing that your DISH Network account should be at a zero balance and that you are due a refund.
As previously advised, your monthly service charges are $118.99. We have only received payment in the amount of $143.01 since June 2015 and the total balance due for service rendered since then is $337.69. Your billing is correct.
Our records reveal that the last time the balance was current and at zero was on November 20, 2014. Since then only partial payments were made, leaving a balance due. This balance carried over monthly and on the June 4, 2015, billing statement the balance due was $276.34. Additionally, HBO was added to your account and prorated charges of $25.74 were applied to your account.
Please provide me with your rolling bank statement from November 2014 to August 2015, so that I can compare your payments with the payments that we show have posted to your account.
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]
November 2, 2016 Dear Mr. [redacted]: On October 26, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on October 26 and 31, 2016, and on November 2, 2016, and I left...
three messages. You maintain that you have experienced ongoing technical issues and you disputed the $95.00 fee for a technician visit. You also do not agree with the $8.00 monthly Protection Plan warranty which will reduce the fee to $10.00. Although there were technical issues reported in October 2016, there is no record of any previous ongoing technical issues being reported. The cost of a technician visit is $95.00. The Protection Plan ($8.00 monthly) is provided as an option to reduce this fee. We regret that you do not agree with our policy. A review of your account reveals that you were not charged for the technician visit completed on October 23, 2016. Due to the technical issues you experienced in October 2016, I applied a credit of $49.02 to your account for one month of service. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT###-###-####
Complaint: [redacted]
I am rejecting this response because:The statement by Mr. [redacted] is interesting. I Returned his first call 2 minutes after his calling and went directly to message. That was 3/2/16. I never received a call from Mr. [redacted] 3/3/16/. 3/4/16 the same as the first call, returned it within minutes and went directly to message. Neither of my messages were addressed or returned. His communications were to basically blame everthing on computer glitches, and everything was returned to as it should be. How Nice! I was the one inconvenienced, I was the one insulted, with barely a recognition on their part of anything. I would be a fool to continue to give them my business and my money.
Sincerely,
[redacted]
April 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com. You expressed concern that your Tailgater antenna only worked for the first six months and you are unable to get it replaced. You mentioned that when you called us to inquire about it not working, we transferred you to a retailer who will not replace it. You requested that we refund you the $500.00 that you paid for it, replace it, or apply a $250.00 credit to the account to cover at least half the cost. When I spoke with you by telephone today, I apologized for the inconvenience and I informed you that since we did not sell you the product, we cannot process a refund for funds that are not in our possession. You were already provided a $120.00 credit; therefore, as an exception, I applied a $130.00 credit to your account to equal the $250.00 you requested. I informed you that the manufacturer warranty is through King and you would need to contact them to troubleshoot technical issues with their antenna. They will determine what course of action they will needs to take. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
April 4, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 1, 2016, we received your rebuttal, dated March 31, 2016, filed with the Revdex.com. You expressed concern that your $150.00 payment could not be located with your bank account information. We have been communicating via email since March 23, 2016. During our email correspondence, I informed you that were unable to locate the payment with the bank account or the debit card numbers you provided. I recommended that you dispute the payment with your bank. When the dispute is processed the funds will be returned to your financial institution. However, you declined this option. I also asked that you provide me with your bank phone number and the name of a contact person, so that I may research this matter further. As of today, I have not received this information. As a courtesy, I previously applied a $50.00 credit to your account for programming. 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]
Dear Ms. [redacted]: On January 28, 2016, we received your complaint, dated January 27, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 3, 4 and 5, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You...
said that after your system was installed you found that you had been misled. You requested that we close your account without penalty and we provide you with a refund. I have been unable to investigate your claim, as you didn’t provide specifics as to how you were misled. Please contact me directly at ###-###-####, so that I may assist you. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/10/27) */
October 26, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 22, 2015, we received your complaint, dated October 20, 2015,...
filed with the Revdex.com.
I attempted to speak with you today, but you terminated the call.
You indicated that DISH Network automatically debited your debit/credit card account for $200.00 and $446.00 without your authorization.
Your account was established on June 13, 2014, under the Digital Home Advantage (DHA) leased equipment promotion which includes a 24-month agreement. Authorization to automatically debit your debit/credit card account for the early termination fee and unreturned equipment is provided in the terms of the agreement. Enclosed is a copy for your review.
This account was disconnected due to non-payment on August 8, 2015. Because the 24-month agreement was not fulfilled you were charged a $200.00 early termination fee, and $446.00 plus tax for the unreturned equipment.
Since we received the 722 DVR receiver, $199.00 was reversed and refunded on October 14, 2015. I reversed the $49.00 LNBF fee. Once the two additional receivers are returned, we will reverse the two $99.00 fees, plus tax, and submit a refund.
The remaining balance of $140.16 is for programming service that was rendered.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 7, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your correspondence, dated January 27, 2018, filed with the Revdex.com. You maintain you were told you would receive specific local channels. You also said you were advised that weather conditions would not affect your signal. You requested free internet service to view On-Demand programming, and a guide for locals ([redacted]. In addition, you disputed the term commitment and you provided feedback regarding your customer service experience. Our records reveal that you established your account under the Flex24 promotion with a 24-month commitment. The recording of your sales call revealed that the agent offered the America’s Top 120+ package and the [redacted] locals out of Milwaukee, WI. There was no mention of the local channels you described in your correspondence. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. I reviewed your call from January 19, 2018. You reported dissatisfaction with your programming after the installation. Our agent upgraded your programming package to the America’s Top 200 package and applied a monthly $10.00 credit for 24 months to cover the additional cost for the package. During this call, you requested a channel lineup card and the agent sent it to you via email at [redacted]. The agent also provided you with a free Over-The-Air (OTA) antenna and scheduled an installation so that you could receive the locals in your area that are not included in your subscription. In order to receive a guide on your Hopper system for the OTA channels, an OTA Digital Dongle is required. Unfortunately, we do not have this component. When we spoke today, I informed you that we are unable to honor your request. Since you are dissatisfied with the service, I made an exception and waived your term commitment. You may cancel your service at any time without a penalty. We appreciate your feedback and your concerns will be reviewed internally. 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]
April 15, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On April 13, 2016, we received your correspondence, dated April 12, 2016, filed with the Revdex.com. You maintain that you were not informed of the two-year commitment when you added a receiver to your account. You also expressed concern with the the signed agreement and you disputed the early termination fee. When we spoke on April 14, 2016, I advised you that I reviewed your recorded call that took place on December 26, 2015, when you requested a Joey receiver be added to your account. The agent disclosed that the DISH’n It Up (DIU) equipment upgrade requires a 24-month commitment and that the Joey receiver would cost an additional $7.00 per month. You agreed to these terms. During the installation on December 29, 2015, the technician presented you with an electronic pad to sign containing the DIU agreement. On this same date, a copy of the signed agreement was emailed to [redacted]@yahoo.com. Although the early termination fee is valid, I made an exception and removed it from your account. I also submitted a refund of $318.34. Please allow five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com
September 21, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 15, 2017, we received your complaint, dated September 14, 2017, filed with the Revdex.com. You disputed the debt reported to your credit file. In your email, you stated that you were not contacted concerning the balance associated with your DISH Network account. As I advised you, DISH Network attempted to contact you at the phone numbers and address on the account. As a review of the recorded calls associated with the account revealed some confusion, I requested to have the collections company remove this item from your credit file. Please allow six to eight weeks for any updates to be reflected by the credit bureaus. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/06/18) */
June 17, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 16, 2015, we received your correspondence, dated June 15, 2015, filed with the Better Business...
Bureau.
You indicated that you experienced technical issues related to streaming Sling International programming. You requested a refund of $26.68 for one month of service.
A refund for $26.68 has been issued. **ease allow seven to ten business days to receive the refund.
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: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)