Dear Mr. [redacted]:On February 19, 2016, we received your complaint, dated February 17, 2016, filed with the Revdex.com.You said that you had not received boxes in which to return your leased equipment.We sincerely regret any inconvenience, and I arranged to have boxes sent to you.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####
December 28, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Revdex.com.
You said that...
you were not advised of additional charges applied to your DISH Network account. You also expressed concern about the level of customer service that you received.
I attempted to reach you at [redacted] on December 21, 22, and 27, 2015. I was not able to leave a message as each call failed after eight rings.
A review of the call made on December 2, 2015, to add the Heartland package revealed that the agent advised you that your next bill would be higher due to prorated charges. As your bill for the period during which you added Heartland had already generated, a prorated charge of $4.62 was applied for service from December 2, 2015, to December 25, 2015. You were also charged for the Heartland package for your regular billing period from December 26, 2015, to January 25, 2016, bringing your balance to $72.05.
Enclosed is a copy of your December 2015 bill showing the prorated charge to which I referred.
We sincerely regret any confusion this issue may have caused. We also regret that the level of customer service you received did not meet your expectations.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted]
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
[redacted]
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/08/11) */
July 28, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. Brown and Mr. [redacted]:
On July 20, 2015, we received...
your complaint, dated July 14, 2015, filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on July 21, 24 and 28, 2015, and I left three messages.
You indicated that when you called on July 21, 2015, to request an extension for your payment, you were told that your service would not be interrupted, yet it was.
This is a Pay-In-Advance (PIA) account which is not eligible for a Promise-to-Pay arrangement. I apologize for the information you received and I removed the $29.99 balance because of this.
You also maintain that when you established your account, you were told that after four months you would be able to transfer this PIA account into a post-pay account. This account was established through PlanetDISH.com, an independent retailer. They reviewed the sales call and informed us that you were not advised that the account could be transferred in four months.
A post-pay account is subject to restrictions and qualification.
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]
Dear Ms. [redacted]: On March 29, 2017, we received your rebuttal, dated March 29, 2016, filed with the Revdex.com. You said that you are still experiencing technical issues after following my instructions, and you requested to have your early termination fee waived and the leased equipment removed. While the issue you reported is not considered a technical issue, as we are unable to repeatedly send technicians to your home to resolve this issue, I made an exception and waived your early termination fee. Please contact us at [redacted] to disconnect your account. The agent with whom you will speak will provide you with our procedure for returning your leased equipment. 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,
Initial Business Response /* (1000, 5, 2015/06/09) */
June 8, 2015
Ms. [redacted]
[redacted].
[redacted], [redacted]-[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 26, 2015, we received your complaint, dated May 22, 2015, filed with...
the Revdex.com.
I unsuccessfully attempted to contact you at ([redacted]) [redacted]-[redacted] on June 4, 5 and 6, 2015, and I left three messages.
You indicated that the payment that you made on May 15, 2015, was rejected because the customer service representative used a different state routing number. You claim that because of this, you are restricted from making check payments using our automated system, online payments, or payments by check through our customer service agent.
Thank you for bringing this issue to our attention. It will be addressed internally.
A review of this situation reveals that the check was returned. I apologize for the inconvenience and the restriction on your accountwas lifted. I also applied a $28.00 credit to your account for four late fees.
In addition, you stated that your bank account number ends in #1458 and not #6906. Please note that the 6906 is the last four digits of your DISH Network account number--not your bank account number.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
August 12, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 7, 2016, filed with the Revdex.com. You stated that you received an equipment upgrade from DISH Network and you were specifically told you would not be...
renewing your contract; however, after a few days you decided to cancel your service and customer service informed you of the early termination fee that would be applied. On August 11, 2016, you spoke with one of our representatives who disconnected your account and waived your early termination fee. When I spoke with you, I confirmed that your account is canceled and your final balance is $14.95. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
[redacted] Dear Ms. [redacted]: On January 25, 2018, we received your complaint, dated January 24, 2018, filed with the Revdex.com. My attempts to contact you by phone at ([redacted] on January 26, 29 and 30, 2018, were unsuccessful, and there was no option to leave a message. I also sent an email to [redacted]. You maintain that you were charged $24.00 a month for the past three years for equipment that you purchased in June 2010. You also expressed dissatisfaction with the customer service you received when you contacted us to resolve your issue. You requested a refund. Our records show that your DISH Network account was activated on January 19, 2011, through our Flex 24 promotion. This is a pay-in-advance promotion that required an upfront payment for a non-refundable activation fee, the first month of service, and equipment upgrade fees. The equipment that is provided under this promotion is leased – not purchased. Please note that monthly fees (e.g., DVR, additional receiver fee) still apply whether the equipment is leased or purchased. As you have two active receivers on your account, you are charged a monthly $14.00 fee for service to the duo SD receiver (model 322). A monthly DVR fee of $15.00 also applies for the use of the DVR functions. As these fees are valid, no refund is due. Additionally, the leased receivers (model 625 and 322) on your account are now obsolete; therefore, they do not need to be returned upon disconnection of your service. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 7, 2016Mr. [redacted], OH [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Mr. [redacted]:On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com.Your issue is currently under review – you will receive a resolution in 24 to 48 hours. 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: Monday-Friday, 6:30 am – 3:00 pm MDT([redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 4, 2015/05/05) */
May 1, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 24, 2015, we received your complaint, dated April 21, 2015, filed...
with the Revdex.com.
You indicated your secondary receiver has not worked since you moved in June 2013 and that a recent technician visit verified that the receiver was not connected. The receiver in question still does not work and you requested reimbursement for the additional receiver fee.
A review of this account reveals that there have never been any technical issues reported. Our records reveal that the technician visit was completed on November 28, 2014. We have had no report of technical issues after this date. Please note we are unaware of technical issues with your equipment unless you notify us about them.
Because the technician visit on November 28, 2015, indicated that the second receiver was not connected, I issued a refund for 20 months for the $17.00 additional receiver fee (a total of $340.00).
A box for the return of the receivers and remotes was delivered under UPS tracking number [redacted] on Wednesday, April 29, 2015, at 1:02 pm. Please keep the return tracking numbers for your records.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Tell us why here...June 9, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On June 8, 2016, we received your rebuttal, dated June 7, 2016, filed with the Revdex.com. You disagreed with my response. You provided feedback regarding retailers and indicated that you returned the leased equipment. We regret any inconvenience you may have experienced. The leased equipment was returned on June 2, 2016, and no return shipping fees were applied to your account. In addition, a refund of $79.88 was applied to your credit card account ending in 7270 on May 24, 2016. As of May 25, 2016, your DISH Network account is at a zero balance. We appreciate your feedback and your concerns will be shared for internal review. 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: Monday – Friday, 6:00 am to 2:30 pm MST(720) 514-7082
[redacted] Dear Ms. [redacted]: On April 14, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com. You said that your internet service didn’t work properly. In addition, you indicated you were not given an explanation of the early termination fees that were applied. You said you were told that $25.00 would be deducted from the early termination fees because you did not receive a gift card that you were offered. You asked that we reduce your early termination fee to $220.00. When we spoke, I told you that I listened to the call recordings from when you placed your order for our service and when you cancelled your account. During both calls, our agents explained the early termination fees properly. In addition, the agent who closed your account offered a credit for the gift card if you decided to remain a customer. However, in the interest of customer service, I agreed to waive the early termination fee of $262.50 (internet) and apply a credit of $25.00 to your DISH Network account. This results in a credit balance of $287.50 which we will refund to your credit card account within the next three business days. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted] [redacted] [redacted] [redacted] [redacted]
I strongly disagree I had to do the job you charge $95 for and feel you owe me a credit in that amount
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com. You expressed concern with your monthly rate increasing and you asked that we release you from your contract. When we spoke, I informed you that we emailed you (at [redacted]) the promotion details on the day you placed your order and our records don’t reflect that you contacted us regarding any discrepancies. I waived your early termination fee. Your account now has a zero balance. 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]
Complaint: [redacted]
I am rejecting this response because: [redacted] refused to refund for the days where service was not working. [redacted] stated, "Dish does not control the weather." while ignoring that neither do I, and so it does not make sense that I am paying for a service that wasn't working. [redacted] also refused to spell his email address for me. I have attached a recording of the call.
Sincerely,
February 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You expressed concern with the monthly billing rate. You requested service at $65.00 per month for the next two years and a refund. I attempted to reach you at [redacted] on February 22, 23 and 24, 2016. I left three voice messages. Although you returned my call we were unable to speak directly. When you agreed to the Digital Home Advantage (DHA) promotion with a 24-month commitment, we provided you with a monthly discount of $25.00 for 12 months, and a credit of $34.99 for three months for the international service. You also received HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months with the Protection Plan free for four months. When the free programming and discounts ended you were billed the regular price. As a courtesy, a monthly credit of $22.00 was applied to your account for six months starting in August 2015. When this credit ended the regular price applied. You currently subscribe to the America’s Top 120 package with the Hindi: Mega Pack. The monthly billing rate before tax and discounts is $119.98. On February 18, 2016, we applied a monthly $20.00 credit to your account through August 2016. You are also receiving the Hindi: Mega Pack at half price for six months. These credits reduce the monthly price to $72.49 before tax. While we appreciate your business, we are unable to apply additional credits to your account. Please note that you may downgrade your programming package at any time to assist with the cost of service. The billing is accurate and no refund is warranted. 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]
January 20, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 13, 2016, we received your correspondence, dated January 12, 2016, filed with the Revdex.com. You stated that you recently moved to a new residence and you contacted DISH Network to install your TV service. At that time you inquired about adding internet to your account, and bundling services. You were advised that your TV service would need to be established at your new residence and then internet options could be explored. When you called back to proceed with the internet, you were informed that it was not available. You contacted Hughes directly and had the service installed. However, you lost the opportunity for a bundle discount. You feel you were misinformed and you would like the matter corrected so you can receive your discount. When we spoke on January 15, 2016, I explained that we were unable to credit-qualify your account for both services. Additionally, we are unable to bundle the two accounts. As a solution, I offered to provide you with a $10.00 credit on your monthly DISH Network bill for the 24-month term of your contract. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your complaint, dated August 31, 2015, filed...
with the Revdex.com.
You said that you closed your account in October 2014 and paid what you were told was owed. However, you found that your account had not been closed and when you requested that it be closed, you were told that you would have to pay an early termination fee. You asked that the early termination fee be waived.
When we spoke I advised you that I will ensure your early termination fee is waived, leaving your DISH Network account with a zero balance. I informed you that you will need to return your leased equipment. You said that you disposed of the equipment because you did not receive boxes to return it after making a number of requests. I advised you that we record our calls and we have no record of you calling between October 3, 2015, and August 28, 2015. However, I agreed to research a couple phone numbers you said you may have used to call in, and I will follow up with you.
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 Business Response /* (1000, 5, 2015/09/17) */
September 8, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 1, 2015, we received your correspondence, dated July 31, 2015,...
filed with the Revdex.com.
You stated that you have made several unsuccessful attempts to disconnect your DISH Network service. You were told that your account was finally disconnected, but you received a bill on August 20, 2015, that indicated that you owed $528.30. You requested that this be resolved.
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on September 3, 4 and 8, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to [redacted]@gmail.com (copy enclosed), but I have not received a response.
To address your concerns, I have disconnected your account and resolved the account balance. A refund of $147.32 was issued today.
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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 17, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####017
Dear Mr. [redacted]:
On December 9, 2015, we received your correspondence, dated December 9, 2015, filed with the Revdex.com.
You indicated that...
you purchased your DISH Network service from [redacted] Group, an independent retailer. You also requested phone and internet service. You understood that these services would be provided for $69.00 a month. However, when the TV service was installed you were informed that this did not include internet and phone service. Your attempts to resolve the matter were unsuccessful.
You requested that the TV service be disconnected. At the time you were informed that you would be charged an early termination fee. You would like your service to be removed and disconnected without an early termination fee. Additionally, [redacted] charged you a $39.95 installation fee that you would like refunded.
When we spoke on December 14, 2015, I advised you that a review of the sales call revealed that the $69.00 quoted rate was for TV service only, and the process to order phone and internet service was not completed. However, as a courtesy, I have waived the early termination fee, scheduled a free deinstallation and agreed to resolve the account balance. I informed you that you would need to address the installation fee directly with [redacted] Group. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because:We also notified that you over charged us on our bill and that we were not happy with over charging us.And we wanted to get another provider and to come and get your equipment and no one picked it up.So when we moved we left with my wife's aunt who has service with you.We were at the residence for two more months and no one stopped by.And that's why we left it with her aunt.
Sincerely,
[redacted]
Dear Mr. [redacted]:On February 19, 2016, we received your complaint, dated February 17, 2016, filed with the Revdex.com.You said that you had not received boxes in which to return your leased equipment.We sincerely regret any inconvenience, and I arranged to have boxes sent to you.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####
December 28, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Revdex.com.
You said that...
you were not advised of additional charges applied to your DISH Network account. You also expressed concern about the level of customer service that you received.
I attempted to reach you at [redacted] on December 21, 22, and 27, 2015. I was not able to leave a message as each call failed after eight rings.
A review of the call made on December 2, 2015, to add the Heartland package revealed that the agent advised you that your next bill would be higher due to prorated charges. As your bill for the period during which you added Heartland had already generated, a prorated charge of $4.62 was applied for service from December 2, 2015, to December 25, 2015. You were also charged for the Heartland package for your regular billing period from December 26, 2015, to January 25, 2016, bringing your balance to $72.05.
Enclosed is a copy of your December 2015 bill showing the prorated charge to which I referred.
We sincerely regret any confusion this issue may have caused. We also regret that the level of customer service you received did not meet your expectations.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted]
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
[redacted]
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/08/11) */
July 28, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. Brown and Mr. [redacted]:
On July 20, 2015, we received...
your complaint, dated July 14, 2015, filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on July 21, 24 and 28, 2015, and I left three messages.
You indicated that when you called on July 21, 2015, to request an extension for your payment, you were told that your service would not be interrupted, yet it was.
This is a Pay-In-Advance (PIA) account which is not eligible for a Promise-to-Pay arrangement. I apologize for the information you received and I removed the $29.99 balance because of this.
You also maintain that when you established your account, you were told that after four months you would be able to transfer this PIA account into a post-pay account. This account was established through PlanetDISH.com, an independent retailer. They reviewed the sales call and informed us that you were not advised that the account could be transferred in four months.
A post-pay account is subject to restrictions and qualification.
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]
Dear Ms. [redacted]: On March 29, 2017, we received your rebuttal, dated March 29, 2016, filed with the Revdex.com. You said that you are still experiencing technical issues after following my instructions, and you requested to have your early termination fee waived and the leased equipment removed. While the issue you reported is not considered a technical issue, as we are unable to repeatedly send technicians to your home to resolve this issue, I made an exception and waived your early termination fee. Please contact us at [redacted] to disconnect your account. The agent with whom you will speak will provide you with our procedure for returning your leased equipment. 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,
Initial Business Response /* (1000, 5, 2015/06/09) */
June 8, 2015
Ms. [redacted]
[redacted].
[redacted], [redacted]-[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 26, 2015, we received your complaint, dated May 22, 2015, filed with...
the Revdex.com.
I unsuccessfully attempted to contact you at ([redacted]) [redacted]-[redacted] on June 4, 5 and 6, 2015, and I left three messages.
You indicated that the payment that you made on May 15, 2015, was rejected because the customer service representative used a different state routing number. You claim that because of this, you are restricted from making check payments using our automated system, online payments, or payments by check through our customer service agent.
Thank you for bringing this issue to our attention. It will be addressed internally.
A review of this situation reveals that the check was returned. I apologize for the inconvenience and the restriction on your accountwas lifted. I also applied a $28.00 credit to your account for four late fees.
In addition, you stated that your bank account number ends in #1458 and not #6906. Please note that the 6906 is the last four digits of your DISH Network account number--not your bank account number.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
August 12, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 7, 2016, filed with the Revdex.com. You stated that you received an equipment upgrade from DISH Network and you were specifically told you would not be...
renewing your contract; however, after a few days you decided to cancel your service and customer service informed you of the early termination fee that would be applied. On August 11, 2016, you spoke with one of our representatives who disconnected your account and waived your early termination fee. When I spoke with you, I confirmed that your account is canceled and your final balance is $14.95. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
February 5, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 25, 2018, we received your complaint, dated January 24, 2018, filed with the Revdex.com. My attempts to contact you by phone at ([redacted] on January 26, 29 and 30, 2018, were unsuccessful, and there was no option to leave a message. I also sent an email to [redacted]. You maintain that you were charged $24.00 a month for the past three years for equipment that you purchased in June 2010. You also expressed dissatisfaction with the customer service you received when you contacted us to resolve your issue. You requested a refund. Our records show that your DISH Network account was activated on January 19, 2011, through our Flex 24 promotion. This is a pay-in-advance promotion that required an upfront payment for a non-refundable activation fee, the first month of service, and equipment upgrade fees. The equipment that is provided under this promotion is leased – not purchased. Please note that monthly fees (e.g., DVR, additional receiver fee) still apply whether the equipment is leased or purchased. As you have two active receivers on your account, you are charged a monthly $14.00 fee for service to the duo SD receiver (model 322). A monthly DVR fee of $15.00 also applies for the use of the DVR functions. As these fees are valid, no refund is due. Additionally, the leased receivers (model 625 and 322) on your account are now obsolete; therefore, they do not need to be returned upon disconnection of your service. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 7, 2016Mr. [redacted], OH [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Mr. [redacted]:On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com.Your issue is currently under review – you will receive a resolution in 24 to 48 hours. 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: Monday-Friday, 6:30 am – 3:00 pm MDT([redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 4, 2015/05/05) */
May 1, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 24, 2015, we received your complaint, dated April 21, 2015, filed...
with the Revdex.com.
You indicated your secondary receiver has not worked since you moved in June 2013 and that a recent technician visit verified that the receiver was not connected. The receiver in question still does not work and you requested reimbursement for the additional receiver fee.
A review of this account reveals that there have never been any technical issues reported. Our records reveal that the technician visit was completed on November 28, 2014. We have had no report of technical issues after this date. Please note we are unaware of technical issues with your equipment unless you notify us about them.
Because the technician visit on November 28, 2015, indicated that the second receiver was not connected, I issued a refund for 20 months for the $17.00 additional receiver fee (a total of $340.00).
A box for the return of the receivers and remotes was delivered under UPS tracking number [redacted] on Wednesday, April 29, 2015, at 1:02 pm. Please keep the return tracking numbers for your records.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Tell us why here...June 9, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On June 8, 2016, we received your rebuttal, dated June 7, 2016, filed with the Revdex.com. You disagreed with my response. You provided feedback regarding retailers and indicated that you returned the leased equipment. We regret any inconvenience you may have experienced. The leased equipment was returned on June 2, 2016, and no return shipping fees were applied to your account. In addition, a refund of $79.88 was applied to your credit card account ending in 7270 on May 24, 2016. As of May 25, 2016, your DISH Network account is at a zero balance. We appreciate your feedback and your concerns will be shared for internal review. 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: Monday – Friday, 6:00 am to 2:30 pm MST(720) 514-7082
April 19, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 14, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com. You said that your internet service didn’t work properly. In addition, you indicated you were not given an explanation of the early termination fees that were applied. You said you were told that $25.00 would be deducted from the early termination fees because you did not receive a gift card that you were offered. You asked that we reduce your early termination fee to $220.00. When we spoke, I told you that I listened to the call recordings from when you placed your order for our service and when you cancelled your account. During both calls, our agents explained the early termination fees properly. In addition, the agent who closed your account offered a credit for the gift card if you decided to remain a customer. However, in the interest of customer service, I agreed to waive the early termination fee of $262.50 (internet) and apply a credit of $25.00 to your DISH Network account. This results in a credit balance of $287.50 which we will refund to your credit card account within the next three business days. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted] [redacted] [redacted] [redacted] [redacted]
I strongly disagree I had to do the job you charge $95 for and feel you owe me a credit in that amount
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
March 3, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com. You expressed concern with your monthly rate increasing and you asked that we release you from your contract. When we spoke, I informed you that we emailed you (at [redacted]) the promotion details on the day you placed your order and our records don’t reflect that you contacted us regarding any discrepancies. I waived your early termination fee. Your account now has a zero balance. 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]
Complaint: [redacted]
I am rejecting this response because: [redacted] refused to refund for the days where service was not working. [redacted] stated, "Dish does not control the weather." while ignoring that neither do I, and so it does not make sense that I am paying for a service that wasn't working. [redacted] also refused to spell his email address for me. I have attached a recording of the call.
Sincerely,
February 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You expressed concern with the monthly billing rate. You requested service at $65.00 per month for the next two years and a refund. I attempted to reach you at [redacted] on February 22, 23 and 24, 2016. I left three voice messages. Although you returned my call we were unable to speak directly. When you agreed to the Digital Home Advantage (DHA) promotion with a 24-month commitment, we provided you with a monthly discount of $25.00 for 12 months, and a credit of $34.99 for three months for the international service. You also received HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months with the Protection Plan free for four months. When the free programming and discounts ended you were billed the regular price. As a courtesy, a monthly credit of $22.00 was applied to your account for six months starting in August 2015. When this credit ended the regular price applied. You currently subscribe to the America’s Top 120 package with the Hindi: Mega Pack. The monthly billing rate before tax and discounts is $119.98. On February 18, 2016, we applied a monthly $20.00 credit to your account through August 2016. You are also receiving the Hindi: Mega Pack at half price for six months. These credits reduce the monthly price to $72.49 before tax. While we appreciate your business, we are unable to apply additional credits to your account. Please note that you may downgrade your programming package at any time to assist with the cost of service. The billing is accurate and no refund is warranted. 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]
January 20, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 13, 2016, we received your correspondence, dated January 12, 2016, filed with the Revdex.com. You stated that you recently moved to a new residence and you contacted DISH Network to install your TV service. At that time you inquired about adding internet to your account, and bundling services. You were advised that your TV service would need to be established at your new residence and then internet options could be explored. When you called back to proceed with the internet, you were informed that it was not available. You contacted Hughes directly and had the service installed. However, you lost the opportunity for a bundle discount. You feel you were misinformed and you would like the matter corrected so you can receive your discount. When we spoke on January 15, 2016, I explained that we were unable to credit-qualify your account for both services. Additionally, we are unable to bundle the two accounts. As a solution, I offered to provide you with a $10.00 credit on your monthly DISH Network bill for the 24-month term of your contract. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your complaint, dated August 31, 2015, filed...
with the Revdex.com.
You said that you closed your account in October 2014 and paid what you were told was owed. However, you found that your account had not been closed and when you requested that it be closed, you were told that you would have to pay an early termination fee. You asked that the early termination fee be waived.
When we spoke I advised you that I will ensure your early termination fee is waived, leaving your DISH Network account with a zero balance. I informed you that you will need to return your leased equipment. You said that you disposed of the equipment because you did not receive boxes to return it after making a number of requests. I advised you that we record our calls and we have no record of you calling between October 3, 2015, and August 28, 2015. However, I agreed to research a couple phone numbers you said you may have used to call in, and I will follow up with you.
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 Business Response /* (1000, 5, 2015/09/17) */
September 8, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 1, 2015, we received your correspondence, dated July 31, 2015,...
filed with the Revdex.com.
You stated that you have made several unsuccessful attempts to disconnect your DISH Network service. You were told that your account was finally disconnected, but you received a bill on August 20, 2015, that indicated that you owed $528.30. You requested that this be resolved.
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on September 3, 4 and 8, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to [redacted]@gmail.com (copy enclosed), but I have not received a response.
To address your concerns, I have disconnected your account and resolved the account balance. A refund of $147.32 was issued today.
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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 17, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####017
Dear Mr. [redacted]:
On December 9, 2015, we received your correspondence, dated December 9, 2015, filed with the Revdex.com.
You indicated that...
you purchased your DISH Network service from [redacted] Group, an independent retailer. You also requested phone and internet service. You understood that these services would be provided for $69.00 a month. However, when the TV service was installed you were informed that this did not include internet and phone service. Your attempts to resolve the matter were unsuccessful.
You requested that the TV service be disconnected. At the time you were informed that you would be charged an early termination fee. You would like your service to be removed and disconnected without an early termination fee. Additionally, [redacted] charged you a $39.95 installation fee that you would like refunded.
When we spoke on December 14, 2015, I advised you that a review of the sales call revealed that the $69.00 quoted rate was for TV service only, and the process to order phone and internet service was not completed. However, as a courtesy, I have waived the early termination fee, scheduled a free deinstallation and agreed to resolve the account balance. I informed you that you would need to address the installation fee directly with [redacted] Group. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because:We also notified that you over charged us on our bill and that we were not happy with over charging us.And we wanted to get another provider and to come and get your equipment and no one picked it up.So when we moved we left with my wife's aunt who has service with you.We were at the residence for two more months and no one stopped by.And that's why we left it with her aunt.
Sincerely,
[redacted]