December 9, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated November 30, 2015, filed with the Better Business...
Bureau.
You indicated that your monthly bill was to be $64.99 for the Two-Year Price Lock promotion and you believed that enrollment in our automatic payment option would reduce your bill by an additional $10.00.
When I spoke with you by telephone today, I informed you that you are receiving the advertised offer. Our Two-Year Price Lock promotion advertises the America's Top 200 package for $64.99 and it is disclosed that this promotion requires credit qualification, a 24-month commitment with early termination fee and e-bill autopay. This offer ensures that your programming price will not increase for two years. There are not further introductory credits.
Since you removed your bank information from autopay, you will not receive the $10.00 discount and you will be billed at the regular rate of $74.99 before tax. You may re-enroll in autopay to receive the $10.00 monthly credit.
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]
Initial Business Response /* (1000, 5, 2015/08/31) */
August 20, 2015
**. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015,...
filed with the Revdex.com.
You maintain you requested that the Credit Card AutoPay (CCA) be removed from your account and you disputed the payment of $63.64. You requested a refund and compensation for an overdraft fee.
When you established CCA you authorized DISH Network to access your credit card account every month to collect the balance due. We have no record of any request for the removal of CCA.
You participated in the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because your service was disconnected prior to the promotional fulfillment date, you were billed $40.00 for an early termination fee. You were also billed for two $10.00 box return fees for the return of the leased equipment. Under the DHA promotion, the customer agrees to bear all costs and expense of the equipment return. The payment of $63.64 includes these fees, plus tax.
I made an exception and reversed the early termination and box return fees from your account. I also submitted a refund of $63.64. Please allow five business days for processing. We are unable to honor your compensation request for an overdraft fee.
When we spoke today, you advised me that your account has been paid in full and you have no further concerns.
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 Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was given crdit back to my account.
May 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 28, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. I attempted to reach you at [redacted] on May 2, 3 and 4, 2016, and I left three voicemails. In my last message, I advised you that a review of your April 16, 2015, call revealed that you were advised that your account would automatically restart after nine months of DISH Pause. The charges to which you refer are for service after your account was restarted. As a courtesy, I waived the $107.85 balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 5, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you canceled your service because you were given incorrect information; however, you did not provide additional details. You requested a refund for the fee. Your service was activated on August 7, 2015, with a 24-month commitment. Although your service was canceled on May 5, 2016, our records show that your service was restarted on the same day. As a result, the early termination fee of $320.00 was reversed. During our phone conversation on May 10, 2016, you indicated that the credits included with your promotion were removed twice--initially because your service was canceled without your request, and then again when your service was placed on DISH Pause. Please be advised that the promotional credits are forfeited when service is disconnected for any reason or if the programming package is downgraded below the required package. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. I made an exception and waived your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: I Was told by to pay only for the surge protector, because I had service for 24 hrs and the woman cut the services we had to go to [redacted] and buy a converter box so we could watch basic tv and where is my money I paid for the [redacted], and my money I paid For an extra box
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 10, 2015
Ms. [redacted]
316 [redacted] Ave.
[redacted] WA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 10, 2015, we received your complaint, dated September 9, 2015,...
filed with the Revdex.com.
You expressed concern regarding your account not being closed on September 4, 2015. You state that you paid for services you didn't use and you requested a full refund of your last payment.
When we spoke I agreed to honor the original disconnection date of September 4, 2015, and provide you with a refund of $60.34. Please allow up to five business days to receive your funds.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the quick response to my complaint and the willingness to address my issues!
(The consumer indicated he/she DID NOT accept the response from the business.)
Hilarious. Not the case or remotely close to the facts. I have evidence that I was re-enrolled in direct payment at least 6 times and I left DISH because of your incredibly bad service. It is a result of this which, when I was forced to cancel, no longer allowed me to watch the NHL network. All calls to DISH are recorded and you obviously did not take the time to listen to any or check the notes on my account. Your response is no better than the robots that answer your 800 number. This will get resolved in a legal manner. Your corporate Vice President is making every effort to settle this with me and they will get a kick out of your response. I can hardly contain myself
Complaint Response Date bumped because: Data Base Migration
Dear Ms. [redacted]: On February 10, 2016, we received your complaint, dated February 8, 2016, filed with the Revdex.com. You expressed concern about the following issue: BillingEquipmentCustomer serviceWhen we spoke, I advised you that we have no record of the $442.00 charge to which...
you referred, nor are we able to obtain your checking account and routing number from a debit or credit card number. I requested that you provide me with a copy of the bank statement showing this charge, but I have not received it as yet.Please note that DISH Network did not provide a price-lock promotion when your account was initiated. The enclosed copies of your bills show that your monthly billing fluctuated or increased because we either received partial payments or received no payment at all. Your account was disconnected due to non-payment on May 17, 2014, as we did not receive a payment after March 12, 2014.As I explained, we have no record of receiving the receivers or internet equipment associated with your account. I checked our records again after we spoke and I was still unable to locate any of the equipment associated with your account.The agents with whom you spoke were correct when they advised you that DISH Network is not able to alter the type of payment without you providing new information (checking account/routing number).While we sincerely regret any inconvenience this issue may have caused, we are unable to waive your current $1,407.87 balance. If we receive the leased equipment associated with your account or if you can provide proof that you returned it, the unreturned equipment fees will be waived.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####
[redacted] Dear Ms. [redacted]: On January 19, 2017, we received your complaint, dated January 18, 2017, filed with the Revdex.com. You disputed the $99.00 unreturned equipment fee that was applied to your account and you maintain that it is not a legitimate charge, as you returned the other equipment. When I spoke with you by telephone today, I informed you that we received the receivers and the modem but the $99.00 fee is for the unreturned TRIA, which is a piece of the internet satellite dish. The return boxes that you received provided instructions and the TRIA was included in the list of equipment that needed to be returned. You indicated that you did not receive the instructions. As an exception, I reversed the fee and I removed the TRIA from your account. The remaining balance is $44.73. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:I was quoted over the phone by the Dishnetwork csr that the total cost would be $217.98 icluding taxes. I paid that amount with my credit card. Please, refund the $435.98 that was not part of the coversation with the csr and the case can be closed.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/19) */
October 8, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on October 6, 7 and 8, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you were given inaccurate information when you agreed to obtain our service. You called in to cancel your account and you were told that you were under contract. You maintain that you didn't sign the contract and you would like to be released from the agreement.
A review of your account reveals that you placed your order for our service through Windstream Communications. Because we were unable to confirm what you were told, we released you from your contract. You may cancel your service at any time without penalty.
Please note, 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, your signature may look distorted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Why would I continue to ask for an extension when u don't give extensions the way the account was set up. You would cut my service off on the day that it was first set up. That should further prove my point that I did ask for my date to change. If you could not give me a extension and I stop getting paid on the day it was initionally set up then. I would clearly ask for days to be changed. As I did on many occasions. Because the way you set the account up that wouldnt allow me to get an extension and cutting my service off on the 16th and my pay date had changed. I explained all of that to the representative. What I don't understand that if u no all of that why u can't find the information that I have that states you would make the changes to my account. Months before August. When my credit card declined I called in an explained to you all that it did because I no longer got a check before the 16th that is why I requested the change in the first place. And yes after I talk to someone about that I did ask for an extension but I was told that my account set up wouldnt allow in which I was (still asking the same thing why my dates haven't been changed after I was told they would.) Either way you look at it. I still requested my dates to be changed way before August and your representative failed to change it after they got me to pay the bill after you all disconnected my service and call back to make the request. And after I called month after month about the same thing. If you can get all that information keep searching I'm pretty sure you will run across the conversations that ive had about changing my dates. Thank you and God bless!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
September 26, 2016 Dear Mr. [redacted]: On September 12, 2016, we received your complaint, dated September 10, 2016, filed with the Revdex.com. You requested to have your Early Termination Fee (ETF) waived, stating that the price on your second...
bill was incorrect and that some of the channels were not clear. You also indicated you were told that the cost of leaving your old provider would be covered by DISH Network. When I spoke with you, I informed you that we currently don’t have an offer that covers the fee assessed by your previous provider. You told me that the salesman provided you with a lot of misinformation and you wanted a refund of your ETF. I made an exception and reduced your ETF to $99.00 and I issued a refund of $351.59. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
December 28, 2015 [redacted] Mesquite, NV [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On...
December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You said that DISH Network is charging you for unreturned equipment that you returned. You requested that we reverse the charge and provide you with a refund of $95.79. When we spoke, I told you that I reversed the unreturned equipment fee and submitted a refund for the $95.79. You confirmed that you have received the funds. 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 ###-###-####. 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 ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 4, 2015/11/30) */
November 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 16, 2015, filed...
with the Revdex.com.
You disputed the early termination fees applied to your DISH Network account. You said that you were advised that you would receive Jonesborough, AR locals but you received Springfield, MO locals instead.
I attempted to reach you at (XXX) XXX-XXXX on November 19, 20 and 23, 2015, and I left four voicemails.
As I advised you in my last message, since you initiated your account through an independent retailer, I requested to have your sales call reviewed for misinformation. It was found that the salesperson assumed that you would receive the same locals that you had previously. Unfortunately, your zip code qualified you for different locals.
As there was confusion concerning your local channels, I made an exception and waived your early termination fees.
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]
Denver, CO XXXXX
[redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com. You expressed concern about not receiving a refund for the credit balance on your account. When we spoke by phone, I told you that you will receive a refund of $162.24 within five business days. We strive to provide excellent service, and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [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
Complaint: [redacted]
I am rejecting this response because: We obviously agree to disagree, and the theory of the customer being right is not something DISH takes serious. I'm sorry your callsdon't log the conversation correctly and I hope it's not due to technician error. We spoke with several people at DISH about this and confirmed our decision to leave DISH was the right one, we have paid our account in full as agreed by the customer care team but we have since received another statement of 70.xx plus dollars due of an amount we do not owe (stating we have early termination fees), which we do not and it was agreed to by another agent (who was eagerly happy to cancel us as DISH clients). We expect these charges to be removed and the equipment will be sent back as soon as we receive our box to send them back in.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have returned your phone calls and left you three separate emails. As stated, Dish has once again not kept notes on my account. This is not just me that this has happened. There are numerous reports on Facebook and on the internet of Dish constantly doing this. Dish has been know to release people from their contract due to this and to other issues. Dish made a promise to me and HAS NOT delivered and has now lost all the information pertaining to it. Between this and the awful customer service this is yet another reason why Dish has multiple complaints and has been rated across the board as being one of the worst companies to do business with. There is zero reason why Dish can't release me from my contract especially since come March my bill will go back to being close to $200 a month for the absolute basic service since Dish refuses to deliver as I was promised in December. I can also go to another company and have Cable and Phone with more channels for less than $80 per month.
Sincerely,
[redacted]
January 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 15, 2016, we received your rebuttal, dated January 13, 2016, filed with the Revdex.com. You asked what information we need from you in order for you to receive a refund. Please provide me with a copy of your credit card account statement reflecting the charges, so the funds can be located. You can fax it to my attention at [redacted] or you can email it to [redacted]. Once I have received the documentation, I will follow up with you regarding the resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
December 9, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated November 30, 2015, filed with the Better Business...
Bureau.
You indicated that your monthly bill was to be $64.99 for the Two-Year Price Lock promotion and you believed that enrollment in our automatic payment option would reduce your bill by an additional $10.00.
When I spoke with you by telephone today, I informed you that you are receiving the advertised offer. Our Two-Year Price Lock promotion advertises the America's Top 200 package for $64.99 and it is disclosed that this promotion requires credit qualification, a 24-month commitment with early termination fee and e-bill autopay. This offer ensures that your programming price will not increase for two years. There are not further introductory credits.
Since you removed your bank information from autopay, you will not receive the $10.00 discount and you will be billed at the regular rate of $74.99 before tax. You may re-enroll in autopay to receive the $10.00 monthly credit.
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]
Initial Business Response /* (1000, 5, 2015/08/31) */
August 20, 2015
**. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015,...
filed with the Revdex.com.
You maintain you requested that the Credit Card AutoPay (CCA) be removed from your account and you disputed the payment of $63.64. You requested a refund and compensation for an overdraft fee.
When you established CCA you authorized DISH Network to access your credit card account every month to collect the balance due. We have no record of any request for the removal of CCA.
You participated in the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because your service was disconnected prior to the promotional fulfillment date, you were billed $40.00 for an early termination fee. You were also billed for two $10.00 box return fees for the return of the leased equipment. Under the DHA promotion, the customer agrees to bear all costs and expense of the equipment return. The payment of $63.64 includes these fees, plus tax.
I made an exception and reversed the early termination and box return fees from your account. I also submitted a refund of $63.64. Please allow five business days for processing. We are unable to honor your compensation request for an overdraft fee.
When we spoke today, you advised me that your account has been paid in full and you have no further concerns.
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 Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was given crdit back to my account.
May 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 28, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. I attempted to reach you at [redacted] on May 2, 3 and 4, 2016, and I left three voicemails. In my last message, I advised you that a review of your April 16, 2015, call revealed that you were advised that your account would automatically restart after nine months of DISH Pause. The charges to which you refer are for service after your account was restarted. As a courtesy, I waived the $107.85 balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
May 11, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 5, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you canceled your service because you were given incorrect information; however, you did not provide additional details. You requested a refund for the fee. Your service was activated on August 7, 2015, with a 24-month commitment. Although your service was canceled on May 5, 2016, our records show that your service was restarted on the same day. As a result, the early termination fee of $320.00 was reversed. During our phone conversation on May 10, 2016, you indicated that the credits included with your promotion were removed twice--initially because your service was canceled without your request, and then again when your service was placed on DISH Pause. Please be advised that the promotional credits are forfeited when service is disconnected for any reason or if the programming package is downgraded below the required package. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. I made an exception and waived your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: I Was told by to pay only for the surge protector, because I had service for 24 hrs and the woman cut the services we had to go to [redacted] and buy a converter box so we could watch basic tv and where is my money I paid for the [redacted], and my money I paid For an extra box
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 10, 2015
Ms. [redacted]
316 [redacted] Ave.
[redacted] WA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 10, 2015, we received your complaint, dated September 9, 2015,...
filed with the Revdex.com.
You expressed concern regarding your account not being closed on September 4, 2015. You state that you paid for services you didn't use and you requested a full refund of your last payment.
When we spoke I agreed to honor the original disconnection date of September 4, 2015, and provide you with a refund of $60.34. Please allow up to five business days to receive your funds.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the quick response to my complaint and the willingness to address my issues!
(The consumer indicated he/she DID NOT accept the response from the business.)
Hilarious. Not the case or remotely close to the facts. I have evidence that I was re-enrolled in direct payment at least 6 times and I left DISH because of your incredibly bad service. It is a result of this which, when I was forced to cancel, no longer allowed me to watch the NHL network. All calls to DISH are recorded and you obviously did not take the time to listen to any or check the notes on my account. Your response is no better than the robots that answer your 800 number. This will get resolved in a legal manner. Your corporate Vice President is making every effort to settle this with me and they will get a kick out of your response. I can hardly contain myself
Complaint Response Date bumped because: Data Base Migration
Dear Ms. [redacted]: On February 10, 2016, we received your complaint, dated February 8, 2016, filed with the Revdex.com. You expressed concern about the following issue: BillingEquipmentCustomer serviceWhen we spoke, I advised you that we have no record of the $442.00 charge to which...
you referred, nor are we able to obtain your checking account and routing number from a debit or credit card number. I requested that you provide me with a copy of the bank statement showing this charge, but I have not received it as yet.Please note that DISH Network did not provide a price-lock promotion when your account was initiated. The enclosed copies of your bills show that your monthly billing fluctuated or increased because we either received partial payments or received no payment at all. Your account was disconnected due to non-payment on May 17, 2014, as we did not receive a payment after March 12, 2014.As I explained, we have no record of receiving the receivers or internet equipment associated with your account. I checked our records again after we spoke and I was still unable to locate any of the equipment associated with your account.The agents with whom you spoke were correct when they advised you that DISH Network is not able to alter the type of payment without you providing new information (checking account/routing number).While we sincerely regret any inconvenience this issue may have caused, we are unable to waive your current $1,407.87 balance. If we receive the leased equipment associated with your account or if you can provide proof that you returned it, the unreturned equipment fees will be waived.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####
January 20, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 19, 2017, we received your complaint, dated January 18, 2017, filed with the Revdex.com. You disputed the $99.00 unreturned equipment fee that was applied to your account and you maintain that it is not a legitimate charge, as you returned the other equipment. When I spoke with you by telephone today, I informed you that we received the receivers and the modem but the $99.00 fee is for the unreturned TRIA, which is a piece of the internet satellite dish. The return boxes that you received provided instructions and the TRIA was included in the list of equipment that needed to be returned. You indicated that you did not receive the instructions. As an exception, I reversed the fee and I removed the TRIA from your account. The remaining balance is $44.73. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:I was quoted over the phone by the Dishnetwork csr that the total cost would be $217.98 icluding taxes. I paid that amount with my credit card. Please, refund the $435.98 that was not part of the coversation with the csr and the case can be closed.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/19) */
October 8, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on October 6, 7 and 8, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you were given inaccurate information when you agreed to obtain our service. You called in to cancel your account and you were told that you were under contract. You maintain that you didn't sign the contract and you would like to be released from the agreement.
A review of your account reveals that you placed your order for our service through Windstream Communications. Because we were unable to confirm what you were told, we released you from your contract. You may cancel your service at any time without penalty.
Please note, 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, your signature may look distorted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Why would I continue to ask for an extension when u don't give extensions the way the account was set up. You would cut my service off on the day that it was first set up. That should further prove my point that I did ask for my date to change. If you could not give me a extension and I stop getting paid on the day it was initionally set up then. I would clearly ask for days to be changed. As I did on many occasions. Because the way you set the account up that wouldnt allow me to get an extension and cutting my service off on the 16th and my pay date had changed. I explained all of that to the representative. What I don't understand that if u no all of that why u can't find the information that I have that states you would make the changes to my account. Months before August. When my credit card declined I called in an explained to you all that it did because I no longer got a check before the 16th that is why I requested the change in the first place. And yes after I talk to someone about that I did ask for an extension but I was told that my account set up wouldnt allow in which I was (still asking the same thing why my dates haven't been changed after I was told they would.) Either way you look at it. I still requested my dates to be changed way before August and your representative failed to change it after they got me to pay the bill after you all disconnected my service and call back to make the request. And after I called month after month about the same thing. If you can get all that information keep searching I'm pretty sure you will run across the conversations that ive had about changing my dates. Thank you and God bless!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
September 26, 2016 Dear Mr. [redacted]: On September 12, 2016, we received your complaint, dated September 10, 2016, filed with the Revdex.com. You requested to have your Early Termination Fee (ETF) waived, stating that the price on your second...
bill was incorrect and that some of the channels were not clear. You also indicated you were told that the cost of leaving your old provider would be covered by DISH Network. When I spoke with you, I informed you that we currently don’t have an offer that covers the fee assessed by your previous provider. You told me that the salesman provided you with a lot of misinformation and you wanted a refund of your ETF. I made an exception and reduced your ETF to $99.00 and I issued a refund of $351.59. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
December 28, 2015 [redacted] Mesquite, NV [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On...
December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You said that DISH Network is charging you for unreturned equipment that you returned. You requested that we reverse the charge and provide you with a refund of $95.79. When we spoke, I told you that I reversed the unreturned equipment fee and submitted a refund for the $95.79. You confirmed that you have received the funds. 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 ###-###-####. 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 ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 4, 2015/11/30) */
November 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 16, 2015, filed...
with the Revdex.com.
You disputed the early termination fees applied to your DISH Network account. You said that you were advised that you would receive Jonesborough, AR locals but you received Springfield, MO locals instead.
I attempted to reach you at (XXX) XXX-XXXX on November 19, 20 and 23, 2015, and I left four voicemails.
As I advised you in my last message, since you initiated your account through an independent retailer, I requested to have your sales call reviewed for misinformation. It was found that the salesperson assumed that you would receive the same locals that you had previously. Unfortunately, your zip code qualified you for different locals.
As there was confusion concerning your local channels, I made an exception and waived your early termination fees.
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]
Denver, CO XXXXX
[redacted]
July 22, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com. You expressed concern about not receiving a refund for the credit balance on your account. When we spoke by phone, I told you that you will receive a refund of $162.24 within five business days. We strive to provide excellent service, and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [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
Complaint: [redacted]
I am rejecting this response because: We obviously agree to disagree, and the theory of the customer being right is not something DISH takes serious. I'm sorry your callsdon't log the conversation correctly and I hope it's not due to technician error. We spoke with several people at DISH about this and confirmed our decision to leave DISH was the right one, we have paid our account in full as agreed by the customer care team but we have since received another statement of 70.xx plus dollars due of an amount we do not owe (stating we have early termination fees), which we do not and it was agreed to by another agent (who was eagerly happy to cancel us as DISH clients). We expect these charges to be removed and the equipment will be sent back as soon as we receive our box to send them back in.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have returned your phone calls and left you three separate emails. As stated, Dish has once again not kept notes on my account. This is not just me that this has happened. There are numerous reports on Facebook and on the internet of Dish constantly doing this. Dish has been know to release people from their contract due to this and to other issues. Dish made a promise to me and HAS NOT delivered and has now lost all the information pertaining to it. Between this and the awful customer service this is yet another reason why Dish has multiple complaints and has been rated across the board as being one of the worst companies to do business with. There is zero reason why Dish can't release me from my contract especially since come March my bill will go back to being close to $200 a month for the absolute basic service since Dish refuses to deliver as I was promised in December. I can also go to another company and have Cable and Phone with more channels for less than $80 per month.
Sincerely,
[redacted]
January 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 15, 2016, we received your rebuttal, dated January 13, 2016, filed with the Revdex.com. You asked what information we need from you in order for you to receive a refund. Please provide me with a copy of your credit card account statement reflecting the charges, so the funds can be located. You can fax it to my attention at [redacted] or you can email it to [redacted]. Once I have received the documentation, I will follow up with you regarding the resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]