Dear Ms. [redacted]: On April 27, 2016, we received your complaint, dated April 24, 2016, filed with the Revdex.com. You disputed the signature on, and the information contained within, your Digital Home Advantage (DHA) agreement. You also maintain that you were charged for moving your service. Please review your DHA agreement that I sent with my previous response and note the section on changes in pricing on the first page. Additionally, as I explained in my previous response, you were advised on the call that your promotional credits would be removed if you paused your service. Our records indicate that the same signature on your DHA agreement from March 4, 2015, is on your service agreement from March 11, 2015, seven days after your initial installation. Please note that as the service agreement and DHA agreement are both signed on an electronic tablet, your signature may appear distorted as the stylus may not track as quickly as a pen would. Please refer to your January 2016 bill and note that the fee for our Move-In Deal is $0.00, which means a charge was never applied for moving your service. While we regret any inconvenience, we’re unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/09/14) */
August 28, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On August 27, 2015, we received your...
correspondence, dated August 26, 2015, filed with the Revdex.com.
You expressed concern with internet advertisements, as you maintain internet service is not available in your area.
When we spoke today, I advised you that there was not an advertisement provided with this correspondence for review. Please note that we disclose on all DISH Network advertisements that restrictions and qualifications apply.
You may receive our dishNET Sat Standard internet promotion with credit card qualification and a 24-month commitment. The internet packages start at 5Mbps/10GB for $49.99 plus a $10.00 modem fee before tax. The startup cost is $247.99, which includes a $50.00 upfront discount. However, restrictions apply due to available bandwidth in the area.
If you would like to schedule an appointment, please contact me directly.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/08) */
October 7, 2015
Ms. [redacted]
305 Dassodile Lane
Chesapeake, VA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed...
with the Revdex.com.
You said that you were provided with incorrect information concerning your billing, which resulted in your service being interrupted.
When we spoke, I advised you that I had applied a one-time credit of $94.49 to your account to cover one month of billing, and I restored your service.
We appreciate your feedback concerning your experience and it will be used to improve the interaction of our agents with our customers.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 27, 2017, we received your complaint, dated July 26, 2017, filed with the Revdex.com. You disputed the balance associated with your DISH Network account because [redacted] was unable to install their services at your home. When we spoke I advised you that, while DISH Network fulfilled your order as requested and provided you with service from March 2, 2017, to July 4, 2017, I made an exception and waived your $319.30 balance, as a courtesy. As I explained, DISH Network and [redacted] are separate companies, and we have no control over whether [redacted] is able to fulfill the order you placed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted]
March 22, 2016, we received your correspondence, dated March 21, 2016, filed with the Revdex.com. You said a collection agency contacted you regarding a debt of $689.45 from DISH Network for unreturned equipment. You requested that this be removed from your credit report. When we spoke on March 22, 2016, I informed you that I was unable to locate the DISH Network account you described. So that I may investigate this matter further, I asked you to provide me with a copy of the collection notice. I sent an email that provided our mailing address to [redacted] (enclosed). Today, I received your collection notice. I found that account number [redacted] was sent to collections in 2011. Due to the age of the account, I was unable to retrieve the billing statements. As a result, I removed the balance of $689.45 from your account. This information will be updated with the credit bureaus. Please allow eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely,
[redacted] Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You expressed concern that your billing due date has not been changed after you requested this change three times. You indicated that you have brought your account balance to zero and it still was not changed. Our records reflect that a request to change your billing cycle was submitted on February 29, 2016. It takes up to two billing cycles for the change to take effect. There is no way to override or expedite this process. When I spoke with you by telephone today, I apologized for the inconvenience and provided you with a credit for this month’s bill ($62.77). If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/11/20) */
November 17, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 12, 2015, we received your correspondence, dated November 11,...
2015, filed with the Revdex.com.
You stated that when you lost your residence in a fire, you placed your DISH Network account on pause while you relocated. When you moved to your new residence you had your service moved. You were not informed that you were starting a new contractual commitment. You asked that the new contract term be waived.
In our November 12, 2015, email correspondence, I agreed to waive the remaining term of your contract. This will allow you to disconnect your account without penalty. 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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will continue to monitor my credit report to ensure that the negative information was removed.
Sincerely,
[redacted]
They were contacted so many times I can't even count. The first time was in July right after the equipment was installed and I started receiving programming. That's when I learned that the package was nothing like I agreed to. I have tried to work with the multiple times and they kept adding fees to my account when I was told that the Blockbuster package would be free on my account for the duration of my contract. They are liars and they never seem to keep the same employee's and their phone numbers change often. I have already sent back their equipment but the amount that they have me owing is not correct.
Initial Business Response /* (1000, 5, 2015/09/24) */
September 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On September 9, 2015, we received your complaint, dated September 8,...
2015, filed with the Revdex.com.
You indicated that you were unaware that a service order for DISH Network service was established, as the representative who contacted you gave the impression that your existing DIRECTV was being upgraded. You also stated that you were signed up for Credit Card AutoPay without authorization.
Our records show that the service order was canceled on September 2, 2015.
When I spoke with you by phone on September 9, 2015, I thanked you for bringing this matter to our attention. Please be assured that your concerns will be addressed internally with the appropriate personnel.
We regret any inconvenience that 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
September 21, 2016 Dear Mr. [redacted]: On September 19, 2016, we received your correspondence, dated September 16, 2016, filed with the Revdex.com. You said that the return materials were not delivered to your home in a timely manner. You...
indicated that you took the leased equipment to a return shipping location, and you disputed the unreturned equipment fees. Your service was disconnected on August 7, 2016. A return box and label were delivered to your home by UPS on August 24, 2016. When I spoke with your wife (Mrs. [redacted]) today, I advised her we have no record that the equipment was returned to DISH Network. Nevertheless, I made an exception and removed the equipment and the balance of $116.90 from your account. 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 to 2:30 pm MST ###-###-####
October 29, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]
Dear Mr. [redacted]:
On October 27, 2015, we received your complaint, dated October 26, 2015, filed with the Revdex.com.
You said that you...
experienced technical issues. You stated that when you contacted us you were advised to troubleshoot the issue, so you requested to disconnect your account.
I attempted to reach you at ###-###-#### on October 27, 28 and 29, 2015, and I left three voicemails.
In my last message, I advised you that a review of your April 4, 2015, chat revealed that the agent with whom you chatted requested that you use your remote to turn your receiver on, but you declined and requested to disconnect your account. The agent requested that you contact our Loyalty Team by phone in order to disconnect your account.
You then contacted us by phone and a review of that call revealed that you declined to troubleshoot or have a technician visit and again requested disconnection.
Please note that we received no previous calls for technical issues. As you were advised when you disconnected your account, it was under a 24-month commitment with eight months remaining. As such, a $270.00 early termination fee was applied. As you had a credit balance after disconnection, your final payment was $203.62.
While we regret any inconvenience this issue may have caused, as we were not given an opportunity to resolve any technical issues and as we were not made aware of any alleged hazardous conditions present with your leased equipment until your disconnection, we are unable to provide any further adjustments or refunds.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
February 25, 2016 Mr. and Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You said you are experiencing technical issues with the HD channels and you expressed concern with the cost of a technician visit. When we spoke February 22, 2016, I informed you that DISH Network offers a 60-day warranty from the date of installation. If a technician visit is requested after this date, the cost is $95.00. However, if the customer subscribes to the Protection Plan at $8.00 per month, the technician visit cost is reduced to $10.00. You disagreed with my explanation and I advised you I will follow-up with a letter response. If you would like to subscribe to the Protection Plan, I will make an exception and waive the $10.00 technician visit fee. Please note that if the Protection Plan is removed prior to 180 days after adding it, a $30.00 fee will apply. After our initial conversation, a free technician visit was completed today. 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...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear [redacted], It was good to finally connect. Please thank the operator for locating you so we could finally have a conversation. As we discussed on the phone we will not accept the offer until we receive confirmation that the service being offered matches the service we originally ordered. Once you can confirm this we can assess.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response and would like to speak to someone besides you. You were also rude. My husband also stated he didn’t call yet you continued to tell me you were listening to a call and he did ask to cancel the protection plan that I cancelle. I canceled the service as I stated an asked for an apology for the rude customer service and still was not given one. I am happy my service is canceled but am not happy with the bad customer service. It is never ok to provide the customer service I have received regardless of your personal feelings.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/10) */
November 5, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 4, 2015, we received your complaint, dated November 3, 2015,...
filed with the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You maintain that you canceled the service within one day because it did not work properly.
Your service was activated on November 1, 2015, with a 24-month commitment. Our records show that you spoke with Mr. [redacted] from our Executive Escalations Team on November 3, 2015. Mr. Chang waived the early termination fee of $480.00 and disconnected your service.
You also indicated that your home was damaged during the installation and you have not been contacted. A damage claim was opened on November 3, 2015. You may contact your Claim Manager, Ms. [redacted] at XXX-XXX-XXXX ext. XXXXX, to follow-up with your claim.
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 Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My system was installed 11/01. It wasn't until I started filing complaints with all types of people that I started to get a response. I left a voice mail for my claims manager today. The damage to my home has not been fixed as of 11/12. It's almost been two weeks and no repairs? My voicemail for [redacted] indicated I need a call back today with a specific date that a roofing company will repair my broken tile. If I do not receive a prompt response, I will hire a folder on my own to prevent any further possible damage from impending rain. I will expect dish network to compensate me for the expense.
Final Consumer Response /* (4200, 12, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are putting together bits and pieces of information. After I filed another complaint, I received a call from the local office. They state they are sending me a check to cover the repairs. That was on 11/18. I am waiting for the check to arrive in my mail box. I will still not be happy with this because I have had to fight to get my roof repaired. This should have been handled right away without me having to file complaints and make calls without follow through for weeks at a time.
Final Business Response /* (4000, 14, 2015/11/25) */
November 24, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015, filed with the Revdex.com.
You indicated that you were contacted by the installation office and told that a check would be sent for the repairs to your roof. You also expressed dissatisfaction with the length of time it took to address your damage claim.
We regret your dissatisfaction with DISH Network's process to address and resolve damage claims.
Any additional concerns regarding your damage claim may be directed to DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX.
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]
January 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]###-###-###[redacted] Dear Mr....
[redacted]: On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 25, 26 and 27, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that the A&E channel was not available in the initial package that you selected and you had to upgrade your package. Your service was activated on October 7, 2015, with a 24-month commitment through Dish One Satellite LLC. Our records show that you contacted us before your installation was completed regarding your programming concerns. However, you opted to upgrade your package and to have your installation completed. Your service was disconnected on January 19, 2016. Since your term commitment was not fulfilled, an early termination fee of $420.00 was applied to your account. I made an exception and reversed the early termination fee. Your account will be left with a service balance of $42.58. 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-Friday, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was told 2 different stories on how this transaction took place..There is no possible way that anybody knew my credit card number and my pin or even passwords as far as that goes...I believe that they are lying ....You don't get 2 different stories from 2 different people.... I did see that there were other complaints against them for the same thing ( unauthorized payments) ... If I have to, I will take this to my local news along with the many complaints
Sincerely,
[redacted]
Dear Ms. [redacted]: On April 27, 2016, we received your complaint, dated April 24, 2016, filed with the Revdex.com. You disputed the signature on, and the information contained within, your Digital Home Advantage (DHA) agreement. You also maintain that you were charged for moving your service. Please review your DHA agreement that I sent with my previous response and note the section on changes in pricing on the first page. Additionally, as I explained in my previous response, you were advised on the call that your promotional credits would be removed if you paused your service. Our records indicate that the same signature on your DHA agreement from March 4, 2015, is on your service agreement from March 11, 2015, seven days after your initial installation. Please note that as the service agreement and DHA agreement are both signed on an electronic tablet, your signature may appear distorted as the stylus may not track as quickly as a pen would. Please refer to your January 2016 bill and note that the fee for our Move-In Deal is $0.00, which means a charge was never applied for moving your service. While we regret any inconvenience, we’re unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/09/14) */
August 28, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On August 27, 2015, we received your...
correspondence, dated August 26, 2015, filed with the Revdex.com.
You expressed concern with internet advertisements, as you maintain internet service is not available in your area.
When we spoke today, I advised you that there was not an advertisement provided with this correspondence for review. Please note that we disclose on all DISH Network advertisements that restrictions and qualifications apply.
You may receive our dishNET Sat Standard internet promotion with credit card qualification and a 24-month commitment. The internet packages start at 5Mbps/10GB for $49.99 plus a $10.00 modem fee before tax. The startup cost is $247.99, which includes a $50.00 upfront discount. However, restrictions apply due to available bandwidth in the area.
If you would like to schedule an appointment, please contact me directly.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/08) */
October 7, 2015
Ms. [redacted]
305 Dassodile Lane
Chesapeake, VA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed...
with the Revdex.com.
You said that you were provided with incorrect information concerning your billing, which resulted in your service being interrupted.
When we spoke, I advised you that I had applied a one-time credit of $94.49 to your account to cover one month of billing, and I restored your service.
We appreciate your feedback concerning your experience and it will be used to improve the interaction of our agents with our customers.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 27, 2017, we received your complaint, dated July 26, 2017, filed with the Revdex.com. You disputed the balance associated with your DISH Network account because [redacted] was unable to install their services at your home. When we spoke I advised you that, while DISH Network fulfilled your order as requested and provided you with service from March 2, 2017, to July 4, 2017, I made an exception and waived your $319.30 balance, as a courtesy. As I explained, DISH Network and [redacted] are separate companies, and we have no control over whether [redacted] is able to fulfill the order you placed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted]
[redacted]
March 23, 2016 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On...
March 22, 2016, we received your correspondence, dated March 21, 2016, filed with the Revdex.com. You said a collection agency contacted you regarding a debt of $689.45 from DISH Network for unreturned equipment. You requested that this be removed from your credit report. When we spoke on March 22, 2016, I informed you that I was unable to locate the DISH Network account you described. So that I may investigate this matter further, I asked you to provide me with a copy of the collection notice. I sent an email that provided our mailing address to [redacted] (enclosed). Today, I received your collection notice. I found that account number [redacted] was sent to collections in 2011. Due to the age of the account, I was unable to retrieve the billing statements. As a result, I removed the balance of $689.45 from your account. This information will be updated with the credit bureaus. Please allow eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely,
March 9, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You expressed concern that your billing due date has not been changed after you requested this change three times. You indicated that you have brought your account balance to zero and it still was not changed. Our records reflect that a request to change your billing cycle was submitted on February 29, 2016. It takes up to two billing cycles for the change to take effect. There is no way to override or expedite this process. When I spoke with you by telephone today, I apologized for the inconvenience and provided you with a credit for this month’s bill ($62.77). If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/11/20) */
November 17, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 12, 2015, we received your correspondence, dated November 11,...
2015, filed with the Revdex.com.
You stated that when you lost your residence in a fire, you placed your DISH Network account on pause while you relocated. When you moved to your new residence you had your service moved. You were not informed that you were starting a new contractual commitment. You asked that the new contract term be waived.
In our November 12, 2015, email correspondence, I agreed to waive the remaining term of your contract. This will allow you to disconnect your account without penalty. 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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will continue to monitor my credit report to ensure that the negative information was removed.
Sincerely,
[redacted]
They were contacted so many times I can't even count. The first time was in July right after the equipment was installed and I started receiving programming. That's when I learned that the package was nothing like I agreed to. I have tried to work with the multiple times and they kept adding fees to my account when I was told that the Blockbuster package would be free on my account for the duration of my contract. They are liars and they never seem to keep the same employee's and their phone numbers change often. I have already sent back their equipment but the amount that they have me owing is not correct.
Final Consumer Response /* (2000, 5, 2015/05/11) */
Problem Solved with Dish by [redacted] ([redacted]). Please closed case. thank you
Initial Business Response /* (1000, 5, 2015/09/24) */
September 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On September 9, 2015, we received your complaint, dated September 8,...
2015, filed with the Revdex.com.
You indicated that you were unaware that a service order for DISH Network service was established, as the representative who contacted you gave the impression that your existing DIRECTV was being upgraded. You also stated that you were signed up for Credit Card AutoPay without authorization.
Our records show that the service order was canceled on September 2, 2015.
When I spoke with you by phone on September 9, 2015, I thanked you for bringing this matter to our attention. Please be assured that your concerns will be addressed internally with the appropriate personnel.
We regret any inconvenience that 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
September 21, 2016 Dear Mr. [redacted]: On September 19, 2016, we received your correspondence, dated September 16, 2016, filed with the Revdex.com. You said that the return materials were not delivered to your home in a timely manner. You...
indicated that you took the leased equipment to a return shipping location, and you disputed the unreturned equipment fees. Your service was disconnected on August 7, 2016. A return box and label were delivered to your home by UPS on August 24, 2016. When I spoke with your wife (Mrs. [redacted]) today, I advised her we have no record that the equipment was returned to DISH Network. Nevertheless, I made an exception and removed the equipment and the balance of $116.90 from your account. 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 to 2:30 pm MST ###-###-####
October 29, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]
Dear Mr. [redacted]:
On October 27, 2015, we received your complaint, dated October 26, 2015, filed with the Revdex.com.
You said that you...
experienced technical issues. You stated that when you contacted us you were advised to troubleshoot the issue, so you requested to disconnect your account.
I attempted to reach you at ###-###-#### on October 27, 28 and 29, 2015, and I left three voicemails.
In my last message, I advised you that a review of your April 4, 2015, chat revealed that the agent with whom you chatted requested that you use your remote to turn your receiver on, but you declined and requested to disconnect your account. The agent requested that you contact our Loyalty Team by phone in order to disconnect your account.
You then contacted us by phone and a review of that call revealed that you declined to troubleshoot or have a technician visit and again requested disconnection.
Please note that we received no previous calls for technical issues. As you were advised when you disconnected your account, it was under a 24-month commitment with eight months remaining. As such, a $270.00 early termination fee was applied. As you had a credit balance after disconnection, your final payment was $203.62.
While we regret any inconvenience this issue may have caused, as we were not given an opportunity to resolve any technical issues and as we were not made aware of any alleged hazardous conditions present with your leased equipment until your disconnection, we are unable to provide any further adjustments or refunds.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
February 25, 2016 Mr. and Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You said you are experiencing technical issues with the HD channels and you expressed concern with the cost of a technician visit. When we spoke February 22, 2016, I informed you that DISH Network offers a 60-day warranty from the date of installation. If a technician visit is requested after this date, the cost is $95.00. However, if the customer subscribes to the Protection Plan at $8.00 per month, the technician visit cost is reduced to $10.00. You disagreed with my explanation and I advised you I will follow-up with a letter response. If you would like to subscribe to the Protection Plan, I will make an exception and waive the $10.00 technician visit fee. Please note that if the Protection Plan is removed prior to 180 days after adding it, a $30.00 fee will apply. After our initial conversation, a free technician visit was completed today. 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...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear [redacted], It was good to finally connect. Please thank the operator for locating you so we could finally have a conversation. As we discussed on the phone we will not accept the offer until we receive confirmation that the service being offered matches the service we originally ordered. Once you can confirm this we can assess.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response and would like to speak to someone besides you. You were also rude. My husband also stated he didn’t call yet you continued to tell me you were listening to a call and he did ask to cancel the protection plan that I cancelle. I canceled the service as I stated an asked for an apology for the rude customer service and still was not given one. I am happy my service is canceled but am not happy with the bad customer service. It is never ok to provide the customer service I have received regardless of your personal feelings.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/10) */
November 5, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 4, 2015, we received your complaint, dated November 3, 2015,...
filed with the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You maintain that you canceled the service within one day because it did not work properly.
Your service was activated on November 1, 2015, with a 24-month commitment. Our records show that you spoke with Mr. [redacted] from our Executive Escalations Team on November 3, 2015. Mr. Chang waived the early termination fee of $480.00 and disconnected your service.
You also indicated that your home was damaged during the installation and you have not been contacted. A damage claim was opened on November 3, 2015. You may contact your Claim Manager, Ms. [redacted] at XXX-XXX-XXXX ext. XXXXX, to follow-up with your claim.
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 Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My system was installed 11/01. It wasn't until I started filing complaints with all types of people that I started to get a response. I left a voice mail for my claims manager today. The damage to my home has not been fixed as of 11/12. It's almost been two weeks and no repairs? My voicemail for [redacted] indicated I need a call back today with a specific date that a roofing company will repair my broken tile. If I do not receive a prompt response, I will hire a folder on my own to prevent any further possible damage from impending rain. I will expect dish network to compensate me for the expense.
Final Consumer Response /* (4200, 12, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are putting together bits and pieces of information. After I filed another complaint, I received a call from the local office. They state they are sending me a check to cover the repairs. That was on 11/18. I am waiting for the check to arrive in my mail box. I will still not be happy with this because I have had to fight to get my roof repaired. This should have been handled right away without me having to file complaints and make calls without follow through for weeks at a time.
Final Business Response /* (4000, 14, 2015/11/25) */
November 24, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015, filed with the Revdex.com.
You indicated that you were contacted by the installation office and told that a check would be sent for the repairs to your roof. You also expressed dissatisfaction with the length of time it took to address your damage claim.
We regret your dissatisfaction with DISH Network's process to address and resolve damage claims.
Any additional concerns regarding your damage claim may be directed to DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX.
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]
January 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]###-###-###[redacted] Dear Mr....
[redacted]: On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 25, 26 and 27, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that the A&E channel was not available in the initial package that you selected and you had to upgrade your package. Your service was activated on October 7, 2015, with a 24-month commitment through Dish One Satellite LLC. Our records show that you contacted us before your installation was completed regarding your programming concerns. However, you opted to upgrade your package and to have your installation completed. Your service was disconnected on January 19, 2016. Since your term commitment was not fulfilled, an early termination fee of $420.00 was applied to your account. I made an exception and reversed the early termination fee. Your account will be left with a service balance of $42.58. 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-Friday, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was told 2 different stories on how this transaction took place..There is no possible way that anybody knew my credit card number and my pin or even passwords as far as that goes...I believe that they are lying ....You don't get 2 different stories from 2 different people.... I did see that there were other complaints against them for the same thing ( unauthorized payments) ... If I have to, I will take this to my local news along with the many complaints
Sincerely,
[redacted]