February 27, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 21, 2018, we received your complaint, dated February 20, 2018, filed with the Revdex.com. You said that a technician damaged your TV and the compensation offered is unacceptable. Also, a Field Service Manager told you that they would replace the TV in two to three business days. In addition, you expressed concern with the customer service you received while attempting to resolve this issue. When I spoke with you today, I informed you that the type of TV that you have is no longer produced. We base the compensation amount for your TV on a new one of same or better quality and size minus depreciation for age. We determined that the amount offered is fair market value for your TV. We have no record of a Field Service Manager making such an offer. I applied a credit to your account for the past two months of service, as well as a $10.00 monthly credit for 12 months as a courtesy. We regret that your experience was unfavorable and we look forward to providing you with excellent service in the future. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 12, 2016Ms. [redacted], OR [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On January 4, 2016, we...
received your correspondence, dated December 31, 2015, filed with the Revdex.com.You stated that DISH Network removed money from your account without authorization. You also indicated that you incurred additional charges from your bank. The matter was not corrected and the refund you were promised was not provided. You requested that this be resolved. When we spoke on January 11, 2016, you indicated that you filed this complaint on behalf of a friend. You offered to contact the friend and confirm that the matter was resolved. You indicated that you would notify me if further assistance was required. I did not receive a response. 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: 2:45 pm to11:15 pm MDT, MON-FRI([redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Dear Mr. [redacted]: On January 6, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern that you received a collection notice for over $200.00 after we refunded your payment of $202.00. When you called us to report your concern, we advised you that the refund was valid. You requested that your account be removed from collections. When I spoke with you by telephone today, I explained that your TV and internet services were bundled and when you called in you were given correct information. There is no balance due for TV service; therefore, the refund was valid. However, there is a balance due for the internet service. It includes prorated charges and a $79.00 fee for an unreturned modem. Your last payment covered charges up to April 9, 2015, but you received service until May 6, 2015. I have enclosed a copy of your final billing statement for your records. I apologize for the confusion. I requested that the charges be removed from your account and from collections. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted] Dear Ms. Clark: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You said you moved and a new account was established. You disputed the early termination fee and collection attempts. When we spoke on March 3, 2016, you told me that a new DISH Network account was opened in your husband’s name when you moved. To resolve this matter, I removed the $220.00 early termination fee from your account. This information will be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. You accepted this resolution. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Dear Mr. [redacted]: On January 7, 2016, we received your correspondence, dated January 6, 2016, filed with the Revdex.com. You stated that you have experienced issues with your DISH Network service. You indicated that your Joey is not functioning correctly, you experienced audio issues,...
and the service was unusable for three months. Additionally, our customer service did not meet your expectations. You requested that your early termination fee be waived and your account balance be cleared, and you would like a refund for three months of service. My three attempts to contact you at ###-###-#### and ###-###-#### on January 11, 14 and 15, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed). Your reply indicated that you were out of town and would respond when you returned, but I have not received a response. Our records indicate that a free technician visit was scheduled on December 28, 2015, rescheduled for January 11, 2016, and then cancelled. Additionally, our records do not reflect that these issues were reported to our technical support group. I did confirm that your early termination fee was waived on December 30, 2015. This allows you to disconnect without penalty. Please contact me at your earliest convenience to address the service interruption you experienced. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/06/29) */
June 24, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with...
the Revdex.com.
You said that you requested to disconnect your DISH Network account but it was not done. You requested that your bill be adjusted.
I attempted to reach you at (XXX) XXX-XXXX on June 22, 23, and 24, 2015, and I left three voicemails.
In my last message, I advised you that our records do not reflect any requests to disconnect your account until June 2, 2015. At that time, your account was already interrupted due to non-payment. As I explained, your account was disconnected on June 22, 2015, but, as service was interrupted, your bill was backdated to May 23, 2015. As our records indicate that your current balance of $203.95 is for service rendered and is correct, we are unable to provide any further adjustments.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted] Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted]
[redacted] Dear Ms. [redacted] and Mr. [redacted]: On March 24, 2017, we received your complaint, dated March 23, 2017, filed with the Revdex.com. You said DISH Network advised you that you owe a $100.00 although you were under the impression that your account was current. When we spoke today, I advised you that your account balance is currently $97.24. We reviewed your monthly bills and the payments posted to your account. I advised you that we did not receive a payment for your January 2017 bill. I emailed a copy of your monthly statements to [redacted] for your review. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Dear Mr. [redacted]: On February 15, 2016, we received your rebuttal, dated February 15, 2016, filed with the Revdex.com. You said that if you don’t have a refund check waiting for you when you return home, you will be taking DISH Network to small claims court. DISH Network’s refund policy dictates that we refund a customer in the same manner in which we received the payment. If your credit card provider rejects your refund, DISH Network will send a refund check. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/07/16) */
July 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your internet service. You are dissatisfied with the speed and the technicians who were sent to your home were unable to resolve the issue.
A 24-month commitment was added to your account on June 21, 2015, when internet service was added as a bundle to your TV service.
Our records confirm that a technician was sent to your home on July 6, 8 and 12, 2015. Although they found no issues with the equipment, they replaced the cables and internet modem.
When I spoke with you by phone today, I advised you that I waived the term commitment for your internet service. As you requested, I disconnected the service. Credits totaling $98.26 were applied to your account for the time without service and the future services billed for but not received.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much I'm very satisfied in the way it was handled thank you very much.
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 11, 2016, filed with the Revdex.com. You indicated that you recently audited the DISH Network account at your [redacted] property, and you maintain that your programming was upgraded from the America’s Top 120 to the America’s Top 200 without authorization. You said that you have no record of receiving notification of price increases or a request to change your programming package. You requested reimbursement of the price difference from approximately 2012. You also expressed concern with the customer service you received. As previously advised, we have no documentation of a request to change programming. Please note that per our Commercial Customer Agreement (section 2-E, pages 3 and 4), you have 20 days to dispute a bill. Failure to timely notify us of a dispute constitutes your acceptance of the bill (copy enclosed). Since there have been no disputes prior to this, the charges are valid. You have been billed accurately for the package that is provided to you and you have not been overcharged. We are unable to honor your request for reimbursement of the price difference. However, as a courtesy, I offered a credit of $2,880.00 for six months of the price difference. We have also offered to reduce your programming to the America’s Top 120 programming package. Please contact me directly to accept these offers. I received an email from you advising me that you will contact us after you discuss this with the HOA. No action is to be taken until further notice. With regard to the price increase, DISH Network experiences an annual price increase. Our records reveal that your price increase takes effect in the month of August and prorated charges appear on the August billing statement. Notification of the price increase is included with the billing statement. We apologize that you were not satisfied with the customer service you received. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 4, 2015, we received your complaint, dated May 1, 2015, filed with the Better Business...
Bureau.
My attempts to contact you by phone at (XXX) XXX-XXXX on May 5, 6 and 7, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the unreturned equipment fee of $50.00 that was applied to your account. You indicated that you returned the receiver and you were told you would not be charged.
A review of your account shows that the defective receiver was received on February 17, 2015; however, it was missing the Smart Card. As a result, a $50.00 unreturned equipment fee was applied to your account on April 28, 2015. I apologized that this information was not previously provided.
The $50.00 fee was removed from your account on May 3, 2015. As a courtesy, I reversed the $15.00 shipping fee as you requested.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 7, 2015, we received your complaint, dated August 6, 2015, filed...
with the Revdex.com.
You expressed concern with the early termination fee that was applied to your daughter's DISH Network account. You maintain that her account was supposed to be established with a six-month contractual agreement under your existing DISH Network account. You also disputed the signature on the 24-month agreement.
Your daughter's service was activated on January 14, 2015, with a 24-month commitment. Please note that the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, the signature may look distorted.
A review of the sales call did not find that a six-month service period or contract was discussed. The agent disclosed that a 24-month commitment was required and an early termination fee would apply if the commitment was not fulfilled. Additionally, the agent told you that this would be a new account.
Your daughter's service was disconnected on July 31, 2015. Since the term commitment was not fulfilled, an early termination fee of $360.00 was applied to her account.
When I spoke with you by phone on August 10, 2015, I advised you that I made an exception and reversed the fee from your daughter's account, leaving a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because as a current customer I felt that they honored our agreed upon arrangement.
Initial Business Response /* (1000, 5, 2015/06/16) */
June 15, 2015
Ms. [redacted] Elaine [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 11, 2015, we received your complaint, dated June 10, 2015,...
filed with the Revdex.com.
You requested that DISH Network remove the satellite dish from your residence.
When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the receivers and remotes and will provide UPS boxes for the return. We do not require the return of the satellite dish. If you choose to have it removed, the starting cost for the removal is $60.00. You may also wish to contact a local retailer for a quote.
When I spoke with you by phone today, I advised you that we are unable to waive the cost for the removal of the satellite dish. As a courtesy, I waived the $10.00 box return fee and submitted a refund of $10.81 to your credit card account. Please allow up to five business days for the refund to process.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
November 30, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015, filed with the Revdex.com.
You said that you have been...
charged for unreturned equipment, but you never received a box to return it. You would like the charges removed from your account.
When we spoke, I advised you that I removed the unreturned equipment charges. Your account now has a zero balance. We will remove your account from collections and have the debt removed from your credit report. Please allow up to eight weeks for processing.
We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family
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]
Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 23, 2015, we received your complaint, dated July 22, 2015,...
filed with the Revdex.com.
You said that you were advised that your DISH Network account balance was zero, but you were then sent to collections for an unpaid balance.
I attempted to reach you at (XXX) XXX-XXXX on July 27, 28 and 30, 2015. I was able to leave two messages. My call on July 28, 2015, was picked up but no one spoke.
As I explained in my last message, our records indicate that your DISH Network TV balance was waived by Mr. [redacted] on March 20, 2015; however, you also had a dishNET internet account. Our records indicate that your last two payments for service rendered were disputed by your bank and returned.
Your billing shows that your October 7, 2014, payment for $118.90 and November 6, 2014, payment of $107.77 were disputed and returned leaving a balance on your dishNET account. As these payments were for service rendered and remained unpaid, your balance was referred to collections. I requested that you contact me with more information concerning these disputed payments so we may better research this issue.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/09/17) */
Please see attachment
Final Business Response /* (4000, 13, 2015/09/24) */
September 18, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 18, 2015, we received your rebuttal, dated September 17, 2015, filed with the Revdex.com.
You expressed concern about the balance associated with your dishNET account.
As our work hours coincided and we were unable to speak, I asked Mr. [redacted] to contact you. He offered to provide you a credit and refund on your DISH Network account if you agreed to pay the balance associated with your dishNET account. You agreed to his resolution and he is waiting to hear back from you concerning your payment.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On December 21, 2017, we received your complaint, dated December 20, 2017, filed with the Federal Communications Commission. You expressed concern that our records reveal that you entered into a new 24-month commitment on June 8, 2017, but you have no recollection of this. You requested a copy of the agreement. Our records reveal that you agreed to the Renewal Offer, which is a two-year price guarantee which requires a two-year agreement. Although we were unable to locate a call, the renewal email was sent to you twice: on June 7, 2017, at 2:44 pm and on June 8, 2017, at 4:04 pm. This email instructed you on how to redeem the price guarantee through your online account. We show that you accepted this offer on June 8, 2017. Nevertheless, on December 20, 2017, an exception was made and the early termination fee was waived. When I spoke with you by telephone today, you confirmed that this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Case Manager Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Federal Communications Commission 1270 Fairfield Road Gettysburg, PA 17325-7245
November 7, 2016 Dear Mr. [redacted]: On November 1, 2016, we received your complaint, dated October 29, 2016, filed with the Revdex.com. You expressed concern with the balance of $60.00 that was reported to collections. You indicated that you...
were not provided with a copy of the 24-month agreement for the internet service as requested. Our records show that internet service was added to your account on July 21, 2014, with a 24-month commitment. Please be advised that the term commitment was agreed to verbally by phone. Your services were canceled on January 20, 2016. Since the internet term commitment was not fulfilled, an early termination fee of $60.00 was applied to your account. When I spoke with you by phone today, I advised you that the fee was removed on November 1, 2016, leaving your account with a zero balance. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. 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, 6:30 am – 3:00 pm MDT ###-###-####
Tell us why here...March 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 25, 2016, we received your rebuttal, dated March 22, 2016, filed with the Revdex.com. You indicated that you did not agree with my response. While I sincerely regret that you do not agree, my response was based on a review of our records and a recording of your calls to us. As such, we are unable to honor your request for monthly adjustments, or to have your 24-month commitment waived. 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] Dear Ms. [redacted]: On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com. You disputed the 24-month commitment associated with your DISH network account. You said that you were never advised that you were renewing your 24-month commitment when you added a received to your account. I attempted to reach you at [redacted] on December 8, 9, and 12, 2016, and I left three voicemails. As I advised you in my message, I reviewed your November 2, 2016, call and found that you were not provided with our full standard disclosures. As such, I waived the 24-month commitment associated with your account. We sincerely regret any inconvenience this issue may have caused and appreciate you bringing this issue to our attention so we may handle it internally. 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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/12/02) */
November 25, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your correspondence, dated November 2*,...
2015, filed with the Revdex.com.
You indicated that you have been charged a higher rate for your DISH Network service then what you were quoted at the time of purchase. You addressed the matter and you understood that it was corrected; however, you claim you were charged the wrong amount on your current bill. You requested that this matter be corrected.
When we spoke today, I explained that the November 6, 2015, bill for $11*.69 included charges for your premium promotional programming. The promotion ended after the bill was generated and the necessary adjustments were applied to your account. The credit will be reflected on your next bill. We also reviewed your monthly charges and we confirmed that they were correct. You accepted this resolution.
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
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
February 27, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 21, 2018, we received your complaint, dated February 20, 2018, filed with the Revdex.com. You said that a technician damaged your TV and the compensation offered is unacceptable. Also, a Field Service Manager told you that they would replace the TV in two to three business days. In addition, you expressed concern with the customer service you received while attempting to resolve this issue. When I spoke with you today, I informed you that the type of TV that you have is no longer produced. We base the compensation amount for your TV on a new one of same or better quality and size minus depreciation for age. We determined that the amount offered is fair market value for your TV. We have no record of a Field Service Manager making such an offer. I applied a credit to your account for the past two months of service, as well as a $10.00 monthly credit for 12 months as a courtesy. We regret that your experience was unfavorable and we look forward to providing you with excellent service in the future. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 12, 2016Ms. [redacted], OR [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On January 4, 2016, we...
received your correspondence, dated December 31, 2015, filed with the Revdex.com.You stated that DISH Network removed money from your account without authorization. You also indicated that you incurred additional charges from your bank. The matter was not corrected and the refund you were promised was not provided. You requested that this be resolved. When we spoke on January 11, 2016, you indicated that you filed this complaint on behalf of a friend. You offered to contact the friend and confirm that the matter was resolved. You indicated that you would notify me if further assistance was required. I did not receive a response. 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: 2:45 pm to11:15 pm MDT, MON-FRI([redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
[redacted]
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[redacted]
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[redacted] [redacted]
[redacted]...
Dear Mr. [redacted]: On January 6, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern that you received a collection notice for over $200.00 after we refunded your payment of $202.00. When you called us to report your concern, we advised you that the refund was valid. You requested that your account be removed from collections. When I spoke with you by telephone today, I explained that your TV and internet services were bundled and when you called in you were given correct information. There is no balance due for TV service; therefore, the refund was valid. However, there is a balance due for the internet service. It includes prorated charges and a $79.00 fee for an unreturned modem. Your last payment covered charges up to April 9, 2015, but you received service until May 6, 2015. I have enclosed a copy of your final billing statement for your records. I apologize for the confusion. I requested that the charges be removed from your account and from collections. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
March 4, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. Clark: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You said you moved and a new account was established. You disputed the early termination fee and collection attempts. When we spoke on March 3, 2016, you told me that a new DISH Network account was opened in your husband’s name when you moved. To resolve this matter, I removed the $220.00 early termination fee from your account. This information will be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. You accepted this resolution. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Dear Mr. [redacted]: On January 7, 2016, we received your correspondence, dated January 6, 2016, filed with the Revdex.com. You stated that you have experienced issues with your DISH Network service. You indicated that your Joey is not functioning correctly, you experienced audio issues,...
and the service was unusable for three months. Additionally, our customer service did not meet your expectations. You requested that your early termination fee be waived and your account balance be cleared, and you would like a refund for three months of service. My three attempts to contact you at ###-###-#### and ###-###-#### on January 11, 14 and 15, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed). Your reply indicated that you were out of town and would respond when you returned, but I have not received a response. Our records indicate that a free technician visit was scheduled on December 28, 2015, rescheduled for January 11, 2016, and then cancelled. Additionally, our records do not reflect that these issues were reported to our technical support group. I did confirm that your early termination fee was waived on December 30, 2015. This allows you to disconnect without penalty. Please contact me at your earliest convenience to address the service interruption you experienced. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/06/29) */
June 24, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with...
the Revdex.com.
You said that you requested to disconnect your DISH Network account but it was not done. You requested that your bill be adjusted.
I attempted to reach you at (XXX) XXX-XXXX on June 22, 23, and 24, 2015, and I left three voicemails.
In my last message, I advised you that our records do not reflect any requests to disconnect your account until June 2, 2015. At that time, your account was already interrupted due to non-payment. As I explained, your account was disconnected on June 22, 2015, but, as service was interrupted, your bill was backdated to May 23, 2015. As our records indicate that your current balance of $203.95 is for service rendered and is correct, we are unable to provide any further adjustments.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted] Cherokee St.
Denver, CO XXXXX
[redacted]
March 30, 2017 [redacted]
[redacted] *
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Ms. [redacted] and Mr. [redacted]: On March 24, 2017, we received your complaint, dated March 23, 2017, filed with the Revdex.com. You said DISH Network advised you that you owe a $100.00 although you were under the impression that your account was current. When we spoke today, I advised you that your account balance is currently $97.24. We reviewed your monthly bills and the payments posted to your account. I advised you that we did not receive a payment for your January 2017 bill. I emailed a copy of your monthly statements to [redacted] for your review. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Dear Mr. [redacted]: On February 15, 2016, we received your rebuttal, dated February 15, 2016, filed with the Revdex.com. You said that if you don’t have a refund check waiting for you when you return home, you will be taking DISH Network to small claims court. DISH Network’s refund policy dictates that we refund a customer in the same manner in which we received the payment. If your credit card provider rejects your refund, DISH Network will send a refund check. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/07/16) */
July 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your internet service. You are dissatisfied with the speed and the technicians who were sent to your home were unable to resolve the issue.
A 24-month commitment was added to your account on June 21, 2015, when internet service was added as a bundle to your TV service.
Our records confirm that a technician was sent to your home on July 6, 8 and 12, 2015. Although they found no issues with the equipment, they replaced the cables and internet modem.
When I spoke with you by phone today, I advised you that I waived the term commitment for your internet service. As you requested, I disconnected the service. Credits totaling $98.26 were applied to your account for the time without service and the future services billed for but not received.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much I'm very satisfied in the way it was handled thank you very much.
January 21, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 11, 2016, filed with the Revdex.com. You indicated that you recently audited the DISH Network account at your [redacted] property, and you maintain that your programming was upgraded from the America’s Top 120 to the America’s Top 200 without authorization. You said that you have no record of receiving notification of price increases or a request to change your programming package. You requested reimbursement of the price difference from approximately 2012. You also expressed concern with the customer service you received. As previously advised, we have no documentation of a request to change programming. Please note that per our Commercial Customer Agreement (section 2-E, pages 3 and 4), you have 20 days to dispute a bill. Failure to timely notify us of a dispute constitutes your acceptance of the bill (copy enclosed). Since there have been no disputes prior to this, the charges are valid. You have been billed accurately for the package that is provided to you and you have not been overcharged. We are unable to honor your request for reimbursement of the price difference. However, as a courtesy, I offered a credit of $2,880.00 for six months of the price difference. We have also offered to reduce your programming to the America’s Top 120 programming package. Please contact me directly to accept these offers. I received an email from you advising me that you will contact us after you discuss this with the HOA. No action is to be taken until further notice. With regard to the price increase, DISH Network experiences an annual price increase. Our records reveal that your price increase takes effect in the month of August and prorated charges appear on the August billing statement. Notification of the price increase is included with the billing statement. We apologize that you were not satisfied with the customer service you received. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 4, 2015, we received your complaint, dated May 1, 2015, filed with the Better Business...
Bureau.
My attempts to contact you by phone at (XXX) XXX-XXXX on May 5, 6 and 7, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the unreturned equipment fee of $50.00 that was applied to your account. You indicated that you returned the receiver and you were told you would not be charged.
A review of your account shows that the defective receiver was received on February 17, 2015; however, it was missing the Smart Card. As a result, a $50.00 unreturned equipment fee was applied to your account on April 28, 2015. I apologized that this information was not previously provided.
The $50.00 fee was removed from your account on May 3, 2015. As a courtesy, I reversed the $15.00 shipping fee as you requested.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 7, 2015, we received your complaint, dated August 6, 2015, filed...
with the Revdex.com.
You expressed concern with the early termination fee that was applied to your daughter's DISH Network account. You maintain that her account was supposed to be established with a six-month contractual agreement under your existing DISH Network account. You also disputed the signature on the 24-month agreement.
Your daughter's service was activated on January 14, 2015, with a 24-month commitment. Please note that the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, the signature may look distorted.
A review of the sales call did not find that a six-month service period or contract was discussed. The agent disclosed that a 24-month commitment was required and an early termination fee would apply if the commitment was not fulfilled. Additionally, the agent told you that this would be a new account.
Your daughter's service was disconnected on July 31, 2015. Since the term commitment was not fulfilled, an early termination fee of $360.00 was applied to her account.
When I spoke with you by phone on August 10, 2015, I advised you that I made an exception and reversed the fee from your daughter's account, leaving a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because as a current customer I felt that they honored our agreed upon arrangement.
Initial Business Response /* (1000, 5, 2015/06/16) */
June 15, 2015
Ms. [redacted] Elaine [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 11, 2015, we received your complaint, dated June 10, 2015,...
filed with the Revdex.com.
You requested that DISH Network remove the satellite dish from your residence.
When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the receivers and remotes and will provide UPS boxes for the return. We do not require the return of the satellite dish. If you choose to have it removed, the starting cost for the removal is $60.00. You may also wish to contact a local retailer for a quote.
When I spoke with you by phone today, I advised you that we are unable to waive the cost for the removal of the satellite dish. As a courtesy, I waived the $10.00 box return fee and submitted a refund of $10.81 to your credit card account. Please allow up to five business days for the refund to process.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
November 30, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015, filed with the Revdex.com.
You said that you have been...
charged for unreturned equipment, but you never received a box to return it. You would like the charges removed from your account.
When we spoke, I advised you that I removed the unreturned equipment charges. Your account now has a zero balance. We will remove your account from collections and have the debt removed from your credit report. Please allow up to eight weeks for processing.
We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family
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]
Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 23, 2015, we received your complaint, dated July 22, 2015,...
filed with the Revdex.com.
You said that you were advised that your DISH Network account balance was zero, but you were then sent to collections for an unpaid balance.
I attempted to reach you at (XXX) XXX-XXXX on July 27, 28 and 30, 2015. I was able to leave two messages. My call on July 28, 2015, was picked up but no one spoke.
As I explained in my last message, our records indicate that your DISH Network TV balance was waived by Mr. [redacted] on March 20, 2015; however, you also had a dishNET internet account. Our records indicate that your last two payments for service rendered were disputed by your bank and returned.
Your billing shows that your October 7, 2014, payment for $118.90 and November 6, 2014, payment of $107.77 were disputed and returned leaving a balance on your dishNET account. As these payments were for service rendered and remained unpaid, your balance was referred to collections. I requested that you contact me with more information concerning these disputed payments so we may better research this issue.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/09/17) */
Please see attachment
Final Business Response /* (4000, 13, 2015/09/24) */
September 18, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 18, 2015, we received your rebuttal, dated September 17, 2015, filed with the Revdex.com.
You expressed concern about the balance associated with your dishNET account.
As our work hours coincided and we were unable to speak, I asked Mr. [redacted] to contact you. He offered to provide you a credit and refund on your DISH Network account if you agreed to pay the balance associated with your dishNET account. You agreed to his resolution and he is waiting to hear back from you concerning your payment.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
December 28, 2017 Ms. [redacted] Re: FCC Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 21, 2017, we received your complaint, dated December 20, 2017, filed with the Federal Communications Commission. You expressed concern that our records reveal that you entered into a new 24-month commitment on June 8, 2017, but you have no recollection of this. You requested a copy of the agreement. Our records reveal that you agreed to the Renewal Offer, which is a two-year price guarantee which requires a two-year agreement. Although we were unable to locate a call, the renewal email was sent to you twice: on June 7, 2017, at 2:44 pm and on June 8, 2017, at 4:04 pm. This email instructed you on how to redeem the price guarantee through your online account. We show that you accepted this offer on June 8, 2017. Nevertheless, on December 20, 2017, an exception was made and the early termination fee was waived. When I spoke with you by telephone today, you confirmed that this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Case Manager Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Federal Communications Commission 1270 Fairfield Road Gettysburg, PA 17325-7245
November 7, 2016 Dear Mr. [redacted]: On November 1, 2016, we received your complaint, dated October 29, 2016, filed with the Revdex.com. You expressed concern with the balance of $60.00 that was reported to collections. You indicated that you...
were not provided with a copy of the 24-month agreement for the internet service as requested. Our records show that internet service was added to your account on July 21, 2014, with a 24-month commitment. Please be advised that the term commitment was agreed to verbally by phone. Your services were canceled on January 20, 2016. Since the internet term commitment was not fulfilled, an early termination fee of $60.00 was applied to your account. When I spoke with you by phone today, I advised you that the fee was removed on November 1, 2016, leaving your account with a zero balance. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. 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, 6:30 am – 3:00 pm MDT ###-###-####
Tell us why here...March 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 25, 2016, we received your rebuttal, dated March 22, 2016, filed with the Revdex.com. You indicated that you did not agree with my response. While I sincerely regret that you do not agree, my response was based on a review of our records and a recording of your calls to us. As such, we are unable to honor your request for monthly adjustments, or to have your 24-month commitment waived. 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
December 12, 2016 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com. You disputed the 24-month commitment associated with your DISH network account. You said that you were never advised that you were renewing your 24-month commitment when you added a received to your account. I attempted to reach you at [redacted] on December 8, 9, and 12, 2016, and I left three voicemails. As I advised you in my message, I reviewed your November 2, 2016, call and found that you were not provided with our full standard disclosures. As such, I waived the 24-month commitment associated with your account. We sincerely regret any inconvenience this issue may have caused and appreciate you bringing this issue to our attention so we may handle it internally. 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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/12/02) */
November 25, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your correspondence, dated November 2*,...
2015, filed with the Revdex.com.
You indicated that you have been charged a higher rate for your DISH Network service then what you were quoted at the time of purchase. You addressed the matter and you understood that it was corrected; however, you claim you were charged the wrong amount on your current bill. You requested that this matter be corrected.
When we spoke today, I explained that the November 6, 2015, bill for $11*.69 included charges for your premium promotional programming. The promotion ended after the bill was generated and the necessary adjustments were applied to your account. The credit will be reflected on your next bill. We also reviewed your monthly charges and we confirmed that they were correct. You accepted this resolution.
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
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)