Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I still feel however this is a weak response that is good for Dish and not so good for me and other consumers as we are still not receiving the chanels we contracted for and Dish continues to say they cannot do any more. This is a weak solution.Thank you Revdex.com.
Sincerely,
[redacted]
[redacted] Dear Mr. [redacted]: On May 1, 2017, we received your complaint, dated April 29, 2017, filed with the Revdex.com. You indicated that you experienced signal issues and you requested to have them resolved. I attempted to reach you at [redacted] on May 4, 2017, however, I received your email requesting I correspond electronically. Our records indicate that we receive one technical assistance call on April 28, 2017, during which you reported that the signal issue had cleared up. We received no further contact concerning this issue until I received your complaint. I offered to send a technician for you free of charge. You accepted and I scheduled a technician visit to resolve this issue. 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]
[redacted]
Dear Mr. [redacted]: On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. You disputed the Protection Plan and DVR fees applied to your account. You also expressed concern about the level of customer service you received and the...
inconvenience of replacing your receiver. When we spoke, I advised you that you subscribed to the Protection Plan and had the DVR receiver on your account from installation. As we never received a request in the past to remove either, they remained on your account. DISH Network relies on our customers to alert us if they wish to add or remove services or equipment. Additionally, we provide a monthly itemized bill so our customer may ensure that they are receiving the service they ordered. Our records also show that you were sent a sales confirmation email on September 3, 2009, which listed the service and equipment that you would receive prior to installation. While we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with a refund or compensation. However, as we appreciate your business, I applied a monthly $5.00 credit for 20 months to your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 10, 2015/07/14) */
July 8, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your complaint, dated July 7, 2015, filed with the...
Revdex.com.
You said that it took four months to get your internet service installed. Also, you expressed concern regarding your account not being closed in February 2015. You requested that we waive the balance and provide you with a refund of all monies paid.
When we spoke, I advised you that our records reflect that your internet service was installed on November 2, 2014.
Furthermore, we record all of our calls and after a review of the call recordings on your account, I didn't find that you called us in February 2015 to disconnect your account. In fact, you contacted us in March 2015 regarding your internet service. Also, you submitted a payment on March 20, 2015, for your service from April 4 to May 3, 2015.
Your request to have the debt removed from your account and to receive a full refund is denied.
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 /* (3000, 12, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because you meaning dish is a lier and I did ask for my service to be disconnected and y'all didn't do what I asked and I refuse to pay a bill that I don't owe ....
Final Business Response /* (4000, 14, 2015/07/27) */
July 22, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
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 disputed the remaining balance on your DISH Network account.
Your account balance is currently $1,090.77. Here is a breakdown of the balance due:
Unreturned equipment fee $346.00
Taxes on unreturned equipment $23.36
Service charges $39.29
TV Early Termination fee $340.00
Internet Early Termination fee $297.50
Taxes on Early Termination fees $24.62
Box Return Fees $20.00
I have also enclosed copies of your signed contract agreements for your records. DISH Network considers the balance to be valid. Once you have returned your equipment, the unreturned equipment fee and tax will be reversed.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Mr. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You expressed concern with the DISH Network balance of $210.00 that was reported to collections. You maintain that you agreed to a one-year term commitment and you only...
signed the agreement to have the installation completed. Your service was activated on January 3, 2013. Although you were provided with a discount for the first twelve months, you were enrolled in a 24-month commitment. Your service was disconnected on January 2, 2014. Since your term commitment was not fulfilled, an early termination fee of $210.00 was applied to your account. Our records show that the fee was disclosed when your service was disconnected. When I spoke with you by phone on March 25, 2016, I advised you that DISH Network does not offer a term commitment for one year of service. By signing the 24-month agreement, you agreed to our terms and conditions, including the 24-month commitment. However, I made an exception and removed the fee from your account, leaving a zero balance. As the balance is valid, it will be updated to reflect as paid with the credit bureaus. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
I need a box sent to my house to return your equipment! I had dirctv come up and set me up with service because you company can't fix my service. And when they where out they informed on how everything should have been set up and line buried since it wasn't on the roof and that when the satellite on the roof it a little better reception! Directv took 2 hour to set up my house unlike Mitch who took 1 hour!and I got my bill with none of the credit giving again bad service! And if my bill is not credit to zero I will fill a small claim again you! Which will cost you more in attorney fee then to credit me for the bad service! Send me a box so you can have the junk equipment back! Thanks also I had dirctv in for 48 hour and had a sever weather during that time April 26 2016 with pea size hail and didn't lose my service what does that say about your company!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The rep I talked to when I disconnected the service did not inform me that I could disconnect (end billing) the day that I called in. They stated December 2nd was the soonest I could disconnect. This was false information that led to my bill being excessive.
Sincerely,
[redacted]
Dear Ms. [redacted]: On December 23, 2015, we received your complaint, dated December 22, 2015, filed with the Revdex.com. My attempts to reach you by phone on December 28, 29 and 30, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network debited your credit card account without your authorization, and you requested a refund. In order to assist you, I need further information regarding the transactions in question. Please contact me at your convenience. We also recommend that you dispute the charges with your credit card provider. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]. [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because the parent company is responsible for their children. You authorized them to sell and advertise your product. End of story. Why do you not have an easy way to contact your network to stop the spam mailers from you?
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are not being honest with what was said in my 3 conversations with representatives from dish. Please review the calls.
Sincerely,
April 3, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Ms. [redacted]: On March 24, 2017, we received your complaint, dated March 24, 2017, filed with the Revdex.com. You indicated that the address on the Digital Home Advantage (DHA) agreement and the address on the Revdex.com response are incorrect. You stated that the system was installed at the [redacted] address. You maintain that your sister was present during the installation and you did not sign the agreement. The address of [redacted], is the address that was provided to us at the time of the initial activation on March 22, 2015. It was not changed to the [redacted], address until you scheduled a move on November 23, 2015, and the system was then installed at the new location on November 24, 2015. Our response is sent to the address that you list on your complaint. You indicated that you did not sign the Digital Home Advantage (DHA) agreement, but your sister was present during the installation. By allowing someone to be present during the installation, you are authorizing them to sign the agreement on your behalf. The $86.98 balance is for unpaid service that was rendered. It remains valid and due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted]
August 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You expressed concern regarding being without service from August 8 to August 12, 2016. You were also dissatisfied with the assistance you received when troubleshooting your issue. You requested that we provide you with a credit for one month of service. When we spoke, you explained what took place with the first agent you spoke with. I apologized for the inconvenience and I agreed to forward this information to the appropriate personnel. You advised me that your service is working. I informed you that in addition to the $10.00 credit that has already been applied, I will add an additional $27.11. You advised me that you are satisfied with the resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
January 5, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 26, 2017, we received your complaint, dated December 25, 2017, filed with the Revdex.com. You indicated that you are not receiving all the channels that you thought you would get, and you claim the technician provided incorrect information. You requested to be released from your commitment without an early termination fee. A review of your account reveals that you are receiving the programming package you requested, and you agreed to the monthly rate and a two-year commitment for the service. When I spoke to you today, I advised you that I would forward your feedback regarding the technician to the appropriate department. Nevertheless, the early termination fee remains valid. I offered to upgrade your programming package, but you declined. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted] Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On February 10, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You said that you closed your account because we were unable to provide you with your local channels in HD due to a line of sight issue. You requested that your early...
termination fee be waived. When we spoke, I confirmed that your early termination fee has been waived. In addition, I agreed to waive the remaining balance of $44.34. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
February 22, 2016 Ms. [redacted] 9719 Pimlico Dr. Baytown, TX 77523 Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 17, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. In your complaint, you expressed concern about the following issues: InstallationBillingTechnical assistanceCustomer service I attempted to reach you at [redacted] on February 18, 19 and 22, 2016. Each call rang three to four times then terminated. DISH Network strives to provide excellent customer service from installation on. As such, we sincerely regret that your initial experience was discouraging. I’ve forwarded your concern about your installation to the appropriate department for internal review. I reviewed the sales call for your account and found no misinformation was provided--the capabilities of the Hopper Whole Home DVR System were not discussed. A review of your other calls found no instance where an agent advised you that the leased equipment did not have to be returned or that your balance was zero. Please note that we have no record of any calls in November 2015. Additionally, UPS records indicate that return boxes were delivered on September 18, 2015, and we have no record of any calls requesting additional boxes. The $595.00 debit to which you referred was for unreturned equipment. If we receive the leased equipment associated with your account, those fees will be reversed. Please note that our customer agreement provides that early termination and unreturned equipment fees may be automatically debited from the credit or debit card account used to qualify for service. A review of your calls also revealed that you were offered either over-the-phone instruction or a technician visit to help you with using the Hopper receiver, but all offers were declined. There was no fee mentioned for either service. While we sincerely regret any inconvenience this issue may have caused, we are unable to apply any adjustments to your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
[redacted] Tell us why here...
February 21, 2018Ms. [redacted]
[redacted] [redacted]Re: Revdex.com Complaint # [redacted]Dear Ms. [redacted]:On February 14, 2018, we received your complaint, dated February 13, 2018, filed with the Revdex.com.You expressed concern with the debit...
of $161.60 that was applied to your credit card account for unreturned equipment. You also indicated that you have not received a box for the equipment return. You requested a refund, and compensation for your inconvenience and mileage cost to return the equipment. Your DISH Network service was disconnected on December 28, 2017. Please be advised that DISH Network requires the equipment to be returned within 30 days from the date of disconnection. This was disclosed to you when your service was disconnected, and in your 24-month agreement (copy enclosed). Your agreement also states that you are responsible for, and shall bear all costs of, returning the equipment. Since the equipment was not returned within the required time frame, on February 1, 2018, you were charged $49.00 for an unreturned LNBF (eye piece on the satellite dish) and $99.00 for the unreturned receiver, plus tax. This resulted in a total balance of $161.60. As you were enrolled in Credit Card AutoPay, the amount due was automatically debited from your credit card account on February 13, 2018. Our records do not show that you contacted us to inquire about a return box until February 2, 2018. The LNBF equipment fee was removed from your account on February 13, 2018, and a refund of $49.00 was submitted to your credit card account. The refund was completed on February 15, 2018.When I spoke with you by phone on February 19, 2018, I advised you that additional refunds of $99.00 and $13.60 were submitted to your credit card account for the remaining charges. The refund of $99.00 was applied to your credit card account on February 20, 2018. Please allow two to three business days for your bank to process it. The refund of $13.60 will take three to five business days to process. 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 (720) 514-7291.Sincerely,Ana V[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT(720) 514-7291Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: I received your response and was shocked to find that again the company does not have all of the information even at the executive level. I have attached a screenshot of my account that shows the credit of $158.36 on 11/18/2015 as you stated in your response. However on 11/30/2015 I was charged by Dish again in the same amount of $158.36. And to add insult to injury, I received a bill dated on 12/8/2015 that asks for an additional $158.36 after my card was charged on 11/30. I have attached that bill as well. Again, I am asking for this to be made right.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/09) */
November 6, 2015
[redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 26, 2015, we received your complaint, dated October...
22, 2015, filed with the Revdex.com.
You indicated that when you initiated your DISH Network service, your were supposed to receive a price lock for two years with 240 channels for $24.99 per month, a $5.00 monthly DVR fee and three months of free HBO and Cinemax. The offer also included the first month free. However, your first bill showed charges of $135.83 for the first month.
You are not enrolled in DISH Network's price-lock promotion. Your account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). You also enrolled in our 12-month introductory promotion.
When I spoke with you by telephone, I informed you that a review of your account reveals that you have received a DISH Network promotion which included your first month of service for free and a monthly discount of $35.00 for the first 12 months for the America's Top 200 package (240 channels). This price does not include additional programming or fees.
You are also receiving three months of free HBO and Cinemax. Since you were charged for the first month of service, we made the correction and applied the necessary credit to your account. It should appear on your next Frontier billing statement.
The DVR fee is an additional $12.00 per month with the Hopper system. DISH Network does not offer a $5.00 DVR fee.
Any additional equipment beyond the first receiver includes a monthly fee. This additional receiver fee is determined by the type of equipment active on the account. In your case, the Joey receiver is an additional $7.00 per month.
Since your account is bundled with Frontier, you also receive a $5.00 monthly bundle credit. With the monthly $40.00 credit ($5.00 bundle credit and $35.00 promotional credit), the America's Top 200 price ($74.99) is reduced to $34.99 for the first 12 months. Your total monthly charges are regularly priced at $93.99 plus tax and are reduced to $53.99 for the first 12 months.
I received the advertisement that you provided and it shows an expiration date of December 31, 2014. It also reveals that the offer is for six months with a $10.00 credit that is provided by Frontier. I have forwarded this information to Frontier for further research and I requested that they provide us with more information.
As you are receiving DISH Network's promotional offer, please contact Frontier directly for more information on their promotional offers.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer Dish says they have me on is NOT WHAT WAS OFFERED TO US NOR WHAT WE AGREED TO! THAT IS THE PROBLEM - WE WERE TOLD ONE THING AND ARE BEING BILLED SOMETHING COMPLETELY DIFFERENT. We received this flier in the middle part of SEPTEMBER 2015 - I NEVER NOTICED THE DATE ON IT, JUST CALLED IN IN RESPONSE TO THE FLIER. And I have stated what we were offered. Dish keeps trying to put this onto Frontier, but Frontier says they have nothing to do with Dish offers or Dish billing. Noone is willing to help me. On November 10th I spoke with [redacted], a supv. at Frontier and she verified that they listed to the recording of the call and verified that I was offered $29.99/month for 24 months including the DVR & 1st mo free. But she again said Dish has to handle their fees or cancellation. In early November [redacted] told me she would cancel out contract with no charge. So we decided that was best since they would not give us what they offered us. It is NOT OUR FAULT THEY WON'T DO WHAT THEY OFFERED & WE AGREED TO!! I called Dish 3 times telling them we were cancelling service on 11/9,11/10, &11/11. They keep telling me they want to charge a cancellation fee and I keep telling them I DO NOT AGREE to any further charges! IT IS THEIR FAULT THAT THEY'RE TRYING TO FORCE ON US SOMETHING DIFFERENT THAN WHAT THEY OFFERED, NOT OURS! Dish is partners with Frontier they need to work with them to cancel our account and with NO DISCONNECT FEES, SINCE I WAS NEVER SHOWN ANY CONTRACT TO SIGN. THEY FRAUDULENTLY HAD ME SIGN SOMETHING AND TOLD ME IT WAS JUST STATING THAT THE EQUIP WAS INSTALLED, NEVER SHOWED ME ANY AGRMT.Dish does everything dishonestly and fraudulently. Companies should not fraudulently induce people into services or contracts that they have never seen or reviewed and NEVER AGREED TO. To me that is fraud and I want out of this service and I'm NOT paying a cancellation fee for something I never agreed to.
Final Consumer Response /* (4200, 12, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept the above offer, because it was NOT what we had originally agreed to and what WAS INDEED offered to us. I finally did get Frontier to talk to Dish (a good idea since both were blaming each other and not communicating). Frontier verified that we WERE indeed offered the 240 channels for $24.99 + $5/mo for the DVR service. If they would have given us this, we would have kept this offer.
I spoke with a supervisor named [redacted] and she did offer to cancel our service and let us out of our contract since she would not give us what WAS OFFERED to us. So we cancelled our service and they FINALLY AGREED NOT TO CHARGE US any termination fees, since we never signed any agreement with them. We do agree to that resolution.
Final Business Response /* (4000, 14, 2015/12/01) */
November 19, 2015
Ms. [redacted]
XXXXX [redacted] Dr.
[redacted] MI XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 19, 2015, we received your complaint, dated November 18, 2015, filed with the Revdex.com.
You continue to dispute the offer you received from DISH Network and the price you were quoted from Frontier. You indicate that you did not sign a DISH Network agreement.
This issue has already been resolved. Enclosed is a copy of my previous correspondence dated November 12, 2015.
As previously advised, the offer was not a DISH Network offerit was a Frontier offer. We sent Frontier a copy of the promotional advertisement you are referring to. After Frontier was able to research your claim and review the sales call, they confirmed that this is their offer that had expired. You were provide misinformation from one of their sales agents.
As I stated in a previous conversation, I could only release you from DISH Network's 24-month commitment once I received the results of Frontier's investigation. Because they provided misinformation, I released you from DISH Network's commitment and disconnected the service.
I previously provided you with a copy of your signed 24-month commitment to DISH Network. I have enclosed an additional copy for your review.
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
January 6, 2016 Mr. [redacted] Winston Salem, NC [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.com. You said that your checking account was debited after your service was disconnected. You requested a refund. When you enrolled in Credit Card AutoPay, (CCA) you authorized DISH Network to collect the amount due every month. Your monthly payment due date is on the 20th of the month. Per your request, your service was disconnected on December 18, 2015, and the scheduled payment of $90.92 was collected on December 20, 2015. When we spoke today, I advised you that the CCA must be removed from the system a minimum of seven days prior to the due date. A refund of $90.92 was applied to your bank account ending in [redacted] through Electronic Funds Transfer (EFT) on January 5, 2016. During our conversation, you requested that DISH Network cease contact with you. I added your contact information to our internal Do Not Contact List. 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 1020 Cherokee St. Denver, CO 80204 [redacted] Tell us why here...
January 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern regarding not being able to view two Philadelphia Flyer’s games due to blackouts. You requested that we release you from your contract. When we spoke, I explained that while your frustrations with blackout restrictions are certainly understood, we urge you to understand that DISH Network does not determine these stipulations. Blackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-75 mile radius) is likely to be blacked out for that event. · National vs. Local Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights. If you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on ESPN. · Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games. I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue. However, we are unable to meet your request to release you from your contract. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I still feel however this is a weak response that is good for Dish and not so good for me and other consumers as we are still not receiving the chanels we contracted for and Dish continues to say they cannot do any more. This is a weak solution.Thank you Revdex.com.
Sincerely,
[redacted]
May 4, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On May 1, 2017, we received your complaint, dated April 29, 2017, filed with the Revdex.com. You indicated that you experienced signal issues and you requested to have them resolved. I attempted to reach you at [redacted] on May 4, 2017, however, I received your email requesting I correspond electronically. Our records indicate that we receive one technical assistance call on April 28, 2017, during which you reported that the signal issue had cleared up. We received no further contact concerning this issue until I received your complaint. I offered to send a technician for you free of charge. You accepted and I scheduled a technician visit to resolve this issue. 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]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Dear Mr. [redacted]: On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. You disputed the Protection Plan and DVR fees applied to your account. You also expressed concern about the level of customer service you received and the...
inconvenience of replacing your receiver. When we spoke, I advised you that you subscribed to the Protection Plan and had the DVR receiver on your account from installation. As we never received a request in the past to remove either, they remained on your account. DISH Network relies on our customers to alert us if they wish to add or remove services or equipment. Additionally, we provide a monthly itemized bill so our customer may ensure that they are receiving the service they ordered. Our records also show that you were sent a sales confirmation email on September 3, 2009, which listed the service and equipment that you would receive prior to installation. While we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with a refund or compensation. However, as we appreciate your business, I applied a monthly $5.00 credit for 20 months to your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 10, 2015/07/14) */
July 8, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your complaint, dated July 7, 2015, filed with the...
Revdex.com.
You said that it took four months to get your internet service installed. Also, you expressed concern regarding your account not being closed in February 2015. You requested that we waive the balance and provide you with a refund of all monies paid.
When we spoke, I advised you that our records reflect that your internet service was installed on November 2, 2014.
Furthermore, we record all of our calls and after a review of the call recordings on your account, I didn't find that you called us in February 2015 to disconnect your account. In fact, you contacted us in March 2015 regarding your internet service. Also, you submitted a payment on March 20, 2015, for your service from April 4 to May 3, 2015.
Your request to have the debt removed from your account and to receive a full refund is denied.
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 /* (3000, 12, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because you meaning dish is a lier and I did ask for my service to be disconnected and y'all didn't do what I asked and I refuse to pay a bill that I don't owe ....
Final Business Response /* (4000, 14, 2015/07/27) */
July 22, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
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 disputed the remaining balance on your DISH Network account.
Your account balance is currently $1,090.77. Here is a breakdown of the balance due:
Unreturned equipment fee $346.00
Taxes on unreturned equipment $23.36
Service charges $39.29
TV Early Termination fee $340.00
Internet Early Termination fee $297.50
Taxes on Early Termination fees $24.62
Box Return Fees $20.00
I have also enclosed copies of your signed contract agreements for your records. DISH Network considers the balance to be valid. Once you have returned your equipment, the unreturned equipment fee and tax will be reversed.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Mr. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You expressed concern with the DISH Network balance of $210.00 that was reported to collections. You maintain that you agreed to a one-year term commitment and you only...
signed the agreement to have the installation completed. Your service was activated on January 3, 2013. Although you were provided with a discount for the first twelve months, you were enrolled in a 24-month commitment. Your service was disconnected on January 2, 2014. Since your term commitment was not fulfilled, an early termination fee of $210.00 was applied to your account. Our records show that the fee was disclosed when your service was disconnected. When I spoke with you by phone on March 25, 2016, I advised you that DISH Network does not offer a term commitment for one year of service. By signing the 24-month agreement, you agreed to our terms and conditions, including the 24-month commitment. However, I made an exception and removed the fee from your account, leaving a zero balance. As the balance is valid, it will be updated to reflect as paid with the credit bureaus. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
I need a box sent to my house to return your equipment! I had dirctv come up and set me up with service because you company can't fix my service. And when they where out they informed on how everything should have been set up and line buried since it wasn't on the roof and that when the satellite on the roof it a little better reception! Directv took 2 hour to set up my house unlike Mitch who took 1 hour!and I got my bill with none of the credit giving again bad service! And if my bill is not credit to zero I will fill a small claim again you! Which will cost you more in attorney fee then to credit me for the bad service! Send me a box so you can have the junk equipment back! Thanks also I had dirctv in for 48 hour and had a sever weather during that time April 26 2016 with pea size hail and didn't lose my service what does that say about your company!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The rep I talked to when I disconnected the service did not inform me that I could disconnect (end billing) the day that I called in. They stated December 2nd was the soonest I could disconnect. This was false information that led to my bill being excessive.
Sincerely,
[redacted]
December 30, 2015 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Ms. [redacted]: On December 23, 2015, we received your complaint, dated December 22, 2015, filed with the Revdex.com. My attempts to reach you by phone on December 28, 29 and 30, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network debited your credit card account without your authorization, and you requested a refund. In order to assist you, I need further information regarding the transactions in question. Please contact me at your convenience. We also recommend that you dispute the charges with your credit card provider. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]. [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because the parent company is responsible for their children. You authorized them to sell and advertise your product. End of story. Why do you not have an easy way to contact your network to stop the spam mailers from you?
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are not being honest with what was said in my 3 conversations with representatives from dish. Please review the calls.
Sincerely,
April 3, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Ms. [redacted]: On March 24, 2017, we received your complaint, dated March 24, 2017, filed with the Revdex.com. You indicated that the address on the Digital Home Advantage (DHA) agreement and the address on the Revdex.com response are incorrect. You stated that the system was installed at the [redacted] address. You maintain that your sister was present during the installation and you did not sign the agreement. The address of [redacted], is the address that was provided to us at the time of the initial activation on March 22, 2015. It was not changed to the [redacted], address until you scheduled a move on November 23, 2015, and the system was then installed at the new location on November 24, 2015. Our response is sent to the address that you list on your complaint. You indicated that you did not sign the Digital Home Advantage (DHA) agreement, but your sister was present during the installation. By allowing someone to be present during the installation, you are authorizing them to sign the agreement on your behalf. The $86.98 balance is for unpaid service that was rendered. It remains valid and due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
August 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You expressed concern regarding being without service from August 8 to August 12, 2016. You were also dissatisfied with the assistance you received when troubleshooting your issue. You requested that we provide you with a credit for one month of service. When we spoke, you explained what took place with the first agent you spoke with. I apologized for the inconvenience and I agreed to forward this information to the appropriate personnel. You advised me that your service is working. I informed you that in addition to the $10.00 credit that has already been applied, I will add an additional $27.11. You advised me that you are satisfied with the resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
January 5, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 26, 2017, we received your complaint, dated December 25, 2017, filed with the Revdex.com. You indicated that you are not receiving all the channels that you thought you would get, and you claim the technician provided incorrect information. You requested to be released from your commitment without an early termination fee. A review of your account reveals that you are receiving the programming package you requested, and you agreed to the monthly rate and a two-year commitment for the service. When I spoke to you today, I advised you that I would forward your feedback regarding the technician to the appropriate department. Nevertheless, the early termination fee remains valid. I offered to upgrade your programming package, but you declined. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted] Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On February 10, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You said that you closed your account because we were unable to provide you with your local channels in HD due to a line of sight issue. You requested that your early...
termination fee be waived. When we spoke, I confirmed that your early termination fee has been waived. In addition, I agreed to waive the remaining balance of $44.34. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
February 22, 2016 Ms. [redacted] 9719 Pimlico Dr. Baytown, TX 77523 Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 17, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. In your complaint, you expressed concern about the following issues: InstallationBillingTechnical assistanceCustomer service I attempted to reach you at [redacted] on February 18, 19 and 22, 2016. Each call rang three to four times then terminated. DISH Network strives to provide excellent customer service from installation on. As such, we sincerely regret that your initial experience was discouraging. I’ve forwarded your concern about your installation to the appropriate department for internal review. I reviewed the sales call for your account and found no misinformation was provided--the capabilities of the Hopper Whole Home DVR System were not discussed. A review of your other calls found no instance where an agent advised you that the leased equipment did not have to be returned or that your balance was zero. Please note that we have no record of any calls in November 2015. Additionally, UPS records indicate that return boxes were delivered on September 18, 2015, and we have no record of any calls requesting additional boxes. The $595.00 debit to which you referred was for unreturned equipment. If we receive the leased equipment associated with your account, those fees will be reversed. Please note that our customer agreement provides that early termination and unreturned equipment fees may be automatically debited from the credit or debit card account used to qualify for service. A review of your calls also revealed that you were offered either over-the-phone instruction or a technician visit to help you with using the Hopper receiver, but all offers were declined. There was no fee mentioned for either service. While we sincerely regret any inconvenience this issue may have caused, we are unable to apply any adjustments to your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
[redacted] Tell us why here...
February 21, 2018Ms. [redacted]
[redacted] [redacted]Re: Revdex.com Complaint # [redacted]Dear Ms. [redacted]:On February 14, 2018, we received your complaint, dated February 13, 2018, filed with the Revdex.com.You expressed concern with the debit...
of $161.60 that was applied to your credit card account for unreturned equipment. You also indicated that you have not received a box for the equipment return. You requested a refund, and compensation for your inconvenience and mileage cost to return the equipment. Your DISH Network service was disconnected on December 28, 2017. Please be advised that DISH Network requires the equipment to be returned within 30 days from the date of disconnection. This was disclosed to you when your service was disconnected, and in your 24-month agreement (copy enclosed). Your agreement also states that you are responsible for, and shall bear all costs of, returning the equipment. Since the equipment was not returned within the required time frame, on February 1, 2018, you were charged $49.00 for an unreturned LNBF (eye piece on the satellite dish) and $99.00 for the unreturned receiver, plus tax. This resulted in a total balance of $161.60. As you were enrolled in Credit Card AutoPay, the amount due was automatically debited from your credit card account on February 13, 2018. Our records do not show that you contacted us to inquire about a return box until February 2, 2018. The LNBF equipment fee was removed from your account on February 13, 2018, and a refund of $49.00 was submitted to your credit card account. The refund was completed on February 15, 2018.When I spoke with you by phone on February 19, 2018, I advised you that additional refunds of $99.00 and $13.60 were submitted to your credit card account for the remaining charges. The refund of $99.00 was applied to your credit card account on February 20, 2018. Please allow two to three business days for your bank to process it. The refund of $13.60 will take three to five business days to process. 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 (720) 514-7291.Sincerely,Ana V[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT(720) 514-7291Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: I received your response and was shocked to find that again the company does not have all of the information even at the executive level. I have attached a screenshot of my account that shows the credit of $158.36 on 11/18/2015 as you stated in your response. However on 11/30/2015 I was charged by Dish again in the same amount of $158.36. And to add insult to injury, I received a bill dated on 12/8/2015 that asks for an additional $158.36 after my card was charged on 11/30. I have attached that bill as well. Again, I am asking for this to be made right.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/09) */
November 6, 2015
[redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 26, 2015, we received your complaint, dated October...
22, 2015, filed with the Revdex.com.
You indicated that when you initiated your DISH Network service, your were supposed to receive a price lock for two years with 240 channels for $24.99 per month, a $5.00 monthly DVR fee and three months of free HBO and Cinemax. The offer also included the first month free. However, your first bill showed charges of $135.83 for the first month.
You are not enrolled in DISH Network's price-lock promotion. Your account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). You also enrolled in our 12-month introductory promotion.
When I spoke with you by telephone, I informed you that a review of your account reveals that you have received a DISH Network promotion which included your first month of service for free and a monthly discount of $35.00 for the first 12 months for the America's Top 200 package (240 channels). This price does not include additional programming or fees.
You are also receiving three months of free HBO and Cinemax. Since you were charged for the first month of service, we made the correction and applied the necessary credit to your account. It should appear on your next Frontier billing statement.
The DVR fee is an additional $12.00 per month with the Hopper system. DISH Network does not offer a $5.00 DVR fee.
Any additional equipment beyond the first receiver includes a monthly fee. This additional receiver fee is determined by the type of equipment active on the account. In your case, the Joey receiver is an additional $7.00 per month.
Since your account is bundled with Frontier, you also receive a $5.00 monthly bundle credit. With the monthly $40.00 credit ($5.00 bundle credit and $35.00 promotional credit), the America's Top 200 price ($74.99) is reduced to $34.99 for the first 12 months. Your total monthly charges are regularly priced at $93.99 plus tax and are reduced to $53.99 for the first 12 months.
I received the advertisement that you provided and it shows an expiration date of December 31, 2014. It also reveals that the offer is for six months with a $10.00 credit that is provided by Frontier. I have forwarded this information to Frontier for further research and I requested that they provide us with more information.
As you are receiving DISH Network's promotional offer, please contact Frontier directly for more information on their promotional offers.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer Dish says they have me on is NOT WHAT WAS OFFERED TO US NOR WHAT WE AGREED TO! THAT IS THE PROBLEM - WE WERE TOLD ONE THING AND ARE BEING BILLED SOMETHING COMPLETELY DIFFERENT. We received this flier in the middle part of SEPTEMBER 2015 - I NEVER NOTICED THE DATE ON IT, JUST CALLED IN IN RESPONSE TO THE FLIER. And I have stated what we were offered. Dish keeps trying to put this onto Frontier, but Frontier says they have nothing to do with Dish offers or Dish billing. Noone is willing to help me. On November 10th I spoke with [redacted], a supv. at Frontier and she verified that they listed to the recording of the call and verified that I was offered $29.99/month for 24 months including the DVR & 1st mo free. But she again said Dish has to handle their fees or cancellation. In early November [redacted] told me she would cancel out contract with no charge. So we decided that was best since they would not give us what they offered us. It is NOT OUR FAULT THEY WON'T DO WHAT THEY OFFERED & WE AGREED TO!! I called Dish 3 times telling them we were cancelling service on 11/9,11/10, &11/11. They keep telling me they want to charge a cancellation fee and I keep telling them I DO NOT AGREE to any further charges! IT IS THEIR FAULT THAT THEY'RE TRYING TO FORCE ON US SOMETHING DIFFERENT THAN WHAT THEY OFFERED, NOT OURS! Dish is partners with Frontier they need to work with them to cancel our account and with NO DISCONNECT FEES, SINCE I WAS NEVER SHOWN ANY CONTRACT TO SIGN. THEY FRAUDULENTLY HAD ME SIGN SOMETHING AND TOLD ME IT WAS JUST STATING THAT THE EQUIP WAS INSTALLED, NEVER SHOWED ME ANY AGRMT.Dish does everything dishonestly and fraudulently. Companies should not fraudulently induce people into services or contracts that they have never seen or reviewed and NEVER AGREED TO. To me that is fraud and I want out of this service and I'm NOT paying a cancellation fee for something I never agreed to.
Final Consumer Response /* (4200, 12, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept the above offer, because it was NOT what we had originally agreed to and what WAS INDEED offered to us. I finally did get Frontier to talk to Dish (a good idea since both were blaming each other and not communicating). Frontier verified that we WERE indeed offered the 240 channels for $24.99 + $5/mo for the DVR service. If they would have given us this, we would have kept this offer.
I spoke with a supervisor named [redacted] and she did offer to cancel our service and let us out of our contract since she would not give us what WAS OFFERED to us. So we cancelled our service and they FINALLY AGREED NOT TO CHARGE US any termination fees, since we never signed any agreement with them. We do agree to that resolution.
Final Business Response /* (4000, 14, 2015/12/01) */
November 19, 2015
Ms. [redacted]
XXXXX [redacted] Dr.
[redacted] MI XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 19, 2015, we received your complaint, dated November 18, 2015, filed with the Revdex.com.
You continue to dispute the offer you received from DISH Network and the price you were quoted from Frontier. You indicate that you did not sign a DISH Network agreement.
This issue has already been resolved. Enclosed is a copy of my previous correspondence dated November 12, 2015.
As previously advised, the offer was not a DISH Network offerit was a Frontier offer. We sent Frontier a copy of the promotional advertisement you are referring to. After Frontier was able to research your claim and review the sales call, they confirmed that this is their offer that had expired. You were provide misinformation from one of their sales agents.
As I stated in a previous conversation, I could only release you from DISH Network's 24-month commitment once I received the results of Frontier's investigation. Because they provided misinformation, I released you from DISH Network's commitment and disconnected the service.
I previously provided you with a copy of your signed 24-month commitment to DISH Network. I have enclosed an additional copy for your review.
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
January 6, 2016 Mr. [redacted] Winston Salem, NC [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.com. You said that your checking account was debited after your service was disconnected. You requested a refund. When you enrolled in Credit Card AutoPay, (CCA) you authorized DISH Network to collect the amount due every month. Your monthly payment due date is on the 20th of the month. Per your request, your service was disconnected on December 18, 2015, and the scheduled payment of $90.92 was collected on December 20, 2015. When we spoke today, I advised you that the CCA must be removed from the system a minimum of seven days prior to the due date. A refund of $90.92 was applied to your bank account ending in [redacted] through Electronic Funds Transfer (EFT) on January 5, 2016. During our conversation, you requested that DISH Network cease contact with you. I added your contact information to our internal Do Not Contact List. 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 1020 Cherokee St. Denver, CO 80204 [redacted] Tell us why here...
January 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern regarding not being able to view two Philadelphia Flyer’s games due to blackouts. You requested that we release you from your contract. When we spoke, I explained that while your frustrations with blackout restrictions are certainly understood, we urge you to understand that DISH Network does not determine these stipulations. Blackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-75 mile radius) is likely to be blacked out for that event. · National vs. Local Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights. If you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on ESPN. · Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games. I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue. However, we are unable to meet your request to release you from your contract. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] Tell us why here...