December 23, 2015
Ms. [redacted], TX 77378
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 23, 2015, we received your complaint, dated December 22, 2015, filed with the Revdex.com.
You expressed concern with the billing statement of $277.73 that you received.
The billing statement of $277.73 is for service through January 31, 2016. As indicated in my previous correspondence, your service is currently in a service interruption and is scheduled to be fully disconnected on December 31, 2015. Once the disconnection is complete, your service charges will be backdated to the interruption date of December 1, 2015. The final service balance will be approximately $44.41.
Because your service is being disconnected prior to the fulfillment of your 24-month commitment, an early termination fee of $140.00 will apply.
You also maintain that you purchased the Hopper and two Joey receivers. This equipment was not purchased--it was obtained through our DISH'n It Up lease promotion on February 6, 2015. Once the service is canceled, we will provide boxes for the return of the equipment. If the equipment is not returned, you will incur unreturned equipment fees ranging from $49.00 to $249.00 per receiver.
A copy of your 24-month agreement which discloses the term commitment and lease of the equipment was previously provided.
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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 16, 2016, we received your rebuttal, dated March 15, 2016, filed with the Revdex.com. You expressed your dissatisfaction with my response to your complaint. I regret that you are not satisfied with my response, and it was never my intention to cause further frustration. However, as I stated, we have exhausted all of our options at this point. This is a provider issue. Our records reflect that you told our technician that your best friend has the same issue with WFFF-TV (channel 44) with DIREC TV. 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]
Initial Business Response /* (1000, 5, 2015/09/04) */
August 21, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your complaint, dated August 17, 2015,...
filed with the Revdex.com.
You mentioned the following issues:
Equipment failure
Billing
Due date
Although we replaced a Hopper receiver on July 19, 2015, because of some technical issue, our records do not reveal any ongoing technical issues reported prior to or since that date.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement. The agreement states that we reserve the right to change programming, packages and prices.
You enrolled in a 12-month introductory promotion that provided a $30.00 monthly credit for 12 months. This $30.00 credit reduced the price of the America's Top 200 package which is currently priced at $74.99 (formerly $69.99). Nine of these credits have been applied to your account.
However, since we experienced a $5.00 a month price increase in February 2015, a $5.00 monthly price protection credit was applied to your account for the remaining ten of your first 12 months. Seven of these credits have been applied to your account.
You were also provided a $15.00 monthly courtesy credit for ten months because of a dispute with a Gift Certificate offer. Five of these credits have been applied to your account.
You currently subscribe to the following service:
America's Top 200 $74.99
2 wireless Joeys $7.00 each
DVR service fee $12.00
$100.99 before tax
Also included in the DHA promotion was six months free of the Protection Plan warranty. This offer expired on your May 14, 2015, billing statement, and you began to be billed the regular price and your bill increased by $8.00. I removed the warranty to reduce your bill. Please note that should you need the warranty, you may re-subscribe.
The Protection Plan provides a customer with in-home service if we are not able to solve a technical problem over the phone. It provides free standard shipping and handling on all Return Authorization and accessory orders and reduces the cost of a technician visit.
When I spoke with you by telephone today, I advised you that your bill will continue to change as the credits expire.
DISH Network's change in our billing process to move the due date five days earlier was to align your due date with the start of your service period. You are still paying for the same service dates.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 18, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com.
You said you returned the...
leased equipment to DISH Network after your account was sent to collections. You requested that the information be removed from your credit report.
I attempted to reach you at ###-###-#### on December 15, 16 and 17, 2015. I left three voice messages.
I was unable to locate your account with the information you provided in your correspondence. So that I may assist you with this matter, please contact me directly and provide your 16-digit DISH Network account number.
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 to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
The approval response was miss leading...would have paid them whatever needed for service but not willing to work out any thing with me...lost customer, frustrated
[redacted] Dear Ms. [redacted]: On April 29, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You disputed the $85.64 collection item you received for your DISH Network account. You maintain that you never received a bill for this amount. You requested that we waive the balance, remove the information from collections and clear any related information from the credit bureaus. A review of your account reveals that the $85.64 balance was added to your account on January 27, 2016, due to a system error. The amount has since been removed from your account and I requested that the collection item be closed and that any related information be removed from your credit file. We strive to provide excellent service and we regret that your experience was unfavorable. 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: 7:00 am-3:30 pm MST, MON-FRI
[redacted] Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 23, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 29, 2016, and August 8 and 11, 2016, and I left three messages. You maintain that the sales representative provided you with inaccurate information and you were not aware that your local channels would be from New York. As a result, you disconnected your service. Because of this, you were charged an early termination fee of $480.00. You disputed the fee and you also requested a refund for the wireless Joey receiver. Our records reveal that the early termination fee was waived on July 23, 2016, and a refund for $26.58 was issued on July 26, 2016. I apologize for the information you received. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Initial Business Response /* (1000, 5, 2015/07/14) */
July 9, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 30, 2015, we received your complaint, dated June 27, 2015, filed with the...
Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on July 1, 7 and 9, 2015, and I left three messages.
You requested to be released from DISH Network's 24-month agreement because of the scheduled technician visits that were missed.
A review of this account indicates that the missed technician visits were because of an issue with the address that was listed on your account.
Our records reveal that your email address and phone number were updated on June 21, 2015, but your physical address was not updated until June 26, 2015. Once the address was corrected, the technician visit was completed on June 28, 2015.
I apologize on behalf of DISH Network. I removed the current account balance of $124.22 as well as the $10.00 technician visit fee. However, the 24-month agreement remains valid.
You mentioned that you signed up to receive a gift card but never received it. Our records reveal that the gift card was processed on January 16, 2015, and was sent to the address that was previously on the account. If you did not receive it, you may contact Citibank at X-XXX-XXX-XXXX for more information.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:No matter how the business claims the payment was taken I DID NOT AUTHORIZE it which is the only thing that matters. Payment can not be taken from anyone's account without authorization. I called to get technical support and was speaking to a representative that could not even resolve my issue. I was never on the automated system to make a payment or even in the payment matrix. If I made a mistake I would easily own up to it and not go thru this extent over this amount of time. The fact that a payment can be taken and not authorized is the only reason I am pursuing this. It was unfair and illegal. It also put me in a bad situation for no fault of my own. The company did not even try to resolve my issue. They called me and actually started an argument without even addressing the concern. I am not satisfied with the service and the way I have been treated and am looking to pursue further.
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. Please be advised that the signature on the attached contract is NOT my signature.
Sincerely,
[redacted]
Dear Mr. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You said you that you were informed your monthly programming price would be $69.99 for two years. You disputed the increased rate after ten months. When we...
spoke today, I advised you that I reviewed your sales call that took place on August 17, 2015. The call revealed that the sales agent offered you the Digital Home Advantage (DHA) promotion and the two-year price lock with the America’s Top 120 Plus Package and Encore at $69.99 per month before tax. This price included a Hopper with Sling and two Joey receivers and the monthly $5.00 referral credit for ten months. When you called in on August 25, 2015 (the date of activation) you requested the America’s Top 250 package, which increased the programming price. As a courtesy, we applied a $14.00 credit for ten months to your account reducing your monthly price of $69.99 (plus tax) for ten months. I regret any confusion. I made an exception and waived your early termination fee. You may cancel your service at any time without penalty. 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 ###-###-####. 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] Dear Ms. [redacted]: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. My attempts to contact you by phone at ([redacted] on March 2, 5 and 6, 2018, were unsuccessful; however, I left three messages. I also sent you an email at [redacted]. You expressed concern with the charges that were applied to your credit card account. You indicated that you have not had our service since you moved and at that time, your service was supposed to be placed on hold or disconnected. You maintain that you were unaware there was a time limit for DISH Pause. You requested a refund. Our records confirm that an installer was sent to your home on November 27, 2016, to install the service. It was determined that the only way to receive a signal would be to mount the satellite dish on the balcony. However, we were unable to place the dish on your balcony due to landlord restrictions. During your call to us on November 27, 2016, you indicated that you would keep the service at your previous address as you still owned the residence and you wanted to avoid being charged an early termination fee of $240.00. There was no request to cancel your service or place it on DISH Pause at that time. As your account was enrolled in Credit Card AutoPay, your monthly charges were automatically debited from your credit card account. When you contacted us on August 29, 2017, regarding the charges to your credit card account, you agreed to place your service on DISH Pause for three months (through November 29, 2017). During this call you stated that you did not want to return the equipment and that you may have it moved to a different location in the future. Your service was disconnected on September 5, 2017, as you requested. At that time, a refund of $21.14 was submitted to your credit card account. The refund was completed on September 7, 2017. Although you were charged unreturned equipment fees totaling $298.00 on October 10, 2017, the charges were removed on January 4, 2018, when the equipment was received. I made an exception and applied a credit of $379.26 for the previous charges. A refund for this amount was applied to your credit card account on March 8, 2018. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
October 11, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your correspondence, dated October 2, 2016, filed with the Revdex.com. You disputed the equipment return fee. I attempted to reach you at ###-###-#### on October 6, 10 and 11,...
2016. I left three voice messages. You participated in the Digital Home Advantage (DHA) promotional agreement. Under this promotion, you agreed to return the leased equipment and bear all costs and expense of the return. I enclosed a copy of your signed DHA agreement for your records. The equipment return fee of $10.00 is valid. 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 to 2:30 pm MST ###-###-#### Enclosure
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not oredered aditional GB that they kept saying I oredered I told I will not pay anything I did not di. Also the monthly was sulose to be 139.98 package. I amd still not satisfy with ther poposal.
December 29, 2016 Mr. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.com. You said that you recently experienced technical issues with your receiver which resulted in you being sent a replacement. You were told about our Hopper equipment, but you expressed concern regarding the additional monthly cost you would incur with the new system. You asked that we provide you with the new system and ensure that your rate would not increase for five years. When we spoke, I offered to provide you with a Hopper 3 system with four Joey 2.0 receivers at no upfront cost and no commitment. I advised you that the Hopper 3 system would increase your monthly rate by $19.00 and that I would be willing to apply a $20.00 monthly credit to your account for 18 months. You said that you would consider my offer and let me know if you would like to accept it. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 9, 2015/05/07) */
April 28, 2015
Mr. [redacted]
[redacted]. [redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 24, 2015, we received your complaint, dated April 23, 2015, filed with the...
Revdex.com.
You said that you have been charged an early termination fee for a contract that should have been voided. You requested that the early termination fee be waived.
When we spoke I advised you that although we have a signed contact on file for the upgrade that took place, I waived the early termination fee, leaving your DISH Network account with a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
*xecutive *scalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/05/11) */
(The consumer indicated he/she ACC*PT*D the response from the business.)
I accept the "waiver". The upgrades were voided and therefore the reportedly contract should have been voided. Thank you Revdex.com V*RY MUCH.
January 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 5, 2016, we received your correspondence, dated January 4, 2016, filed with the Revdex.com. You stated that when you recently purchased your DISH Network service, you were not provided information on the programming available in your selected package. Additionally, you received the Netflix offer but you are unable to access Netflix through the receiver that you were provided. You are dissatisfied with your service and you would like your early termination fee waived so you can disconnect without penalty. I reviewed your sales call and determined that all disclosures were provided. When we spoke today, I informed you that a copy of your contract was unavailable; therefore, as an exception I waived your early termination fee. Once you have obtained a new service provider you agreed to contact DISH Network to complete the disconnection process. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 26, 2015, we received your correspondence, dated August 25,...
2015, filed with the Revdex.com.
You stated that you contacted Infinity Dish, an independent retail service provider, to purchase DISH Network service. You cancelled the order but you were charged a $49.99 processing fee. You requested that this fee be refunded.
In our August 26, 2015, email correspondence, I explained that the $49.99 nonrefundable processing fee is charged and collected by Infinity Dish. You may contact them directly at (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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You expressed concern with the early termination fees to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. Your TV and internet services were activated on July 26, 2015, with a 24-month commitment for each service. A review of your account shows that the technical issues you reported were weather-related. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, your service will return after the weather condition has passed. Our records reveal that your service is scheduled to be disconnected on February 25, 2016. When I spoke with you by phone on February 24, 2016, I advised you that I made an exception and waived the term commitment for your internet service; however, the term commitment for your TV service will remain valid. The early termination fee for this service is $340.00. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted]
[redacted] Tell us why here...
August 10, 2016 Dear Mr. [redacted]: On August 4, 2016, we received your correspondence, dated August 1, 2016, filed with the Revdex.com. You provided feedback regarding your customer service experience when you called to inquire about the internet...
service. When we spoke, I informed you that our frontline agents and/or supervisors are unable to place outbound calls. We apologize for any inconvenience you may have experienced. I applied a one-time credit of $95.28 to your account for one month of service. You accepted this resolution. We thank you for your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 to 2:30 pm MST ###-###-####
December 23, 2015
Ms. [redacted], TX 77378
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 23, 2015, we received your complaint, dated December 22, 2015, filed with the Revdex.com.
You expressed concern with the billing statement of $277.73 that you received.
The billing statement of $277.73 is for service through January 31, 2016. As indicated in my previous correspondence, your service is currently in a service interruption and is scheduled to be fully disconnected on December 31, 2015. Once the disconnection is complete, your service charges will be backdated to the interruption date of December 1, 2015. The final service balance will be approximately $44.41.
Because your service is being disconnected prior to the fulfillment of your 24-month commitment, an early termination fee of $140.00 will apply.
You also maintain that you purchased the Hopper and two Joey receivers. This equipment was not purchased--it was obtained through our DISH'n It Up lease promotion on February 6, 2015. Once the service is canceled, we will provide boxes for the return of the equipment. If the equipment is not returned, you will incur unreturned equipment fees ranging from $49.00 to $249.00 per receiver.
A copy of your 24-month agreement which discloses the term commitment and lease of the equipment was previously provided.
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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 16, 2016, we received your rebuttal, dated March 15, 2016, filed with the Revdex.com. You expressed your dissatisfaction with my response to your complaint. I regret that you are not satisfied with my response, and it was never my intention to cause further frustration. However, as I stated, we have exhausted all of our options at this point. This is a provider issue. Our records reflect that you told our technician that your best friend has the same issue with WFFF-TV (channel 44) with DIREC TV. 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]
Initial Business Response /* (1000, 5, 2015/09/04) */
August 21, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your complaint, dated August 17, 2015,...
filed with the Revdex.com.
You mentioned the following issues:
Equipment failure
Billing
Due date
Although we replaced a Hopper receiver on July 19, 2015, because of some technical issue, our records do not reveal any ongoing technical issues reported prior to or since that date.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement. The agreement states that we reserve the right to change programming, packages and prices.
You enrolled in a 12-month introductory promotion that provided a $30.00 monthly credit for 12 months. This $30.00 credit reduced the price of the America's Top 200 package which is currently priced at $74.99 (formerly $69.99). Nine of these credits have been applied to your account.
However, since we experienced a $5.00 a month price increase in February 2015, a $5.00 monthly price protection credit was applied to your account for the remaining ten of your first 12 months. Seven of these credits have been applied to your account.
You were also provided a $15.00 monthly courtesy credit for ten months because of a dispute with a Gift Certificate offer. Five of these credits have been applied to your account.
You currently subscribe to the following service:
America's Top 200 $74.99
2 wireless Joeys $7.00 each
DVR service fee $12.00
$100.99 before tax
Also included in the DHA promotion was six months free of the Protection Plan warranty. This offer expired on your May 14, 2015, billing statement, and you began to be billed the regular price and your bill increased by $8.00. I removed the warranty to reduce your bill. Please note that should you need the warranty, you may re-subscribe.
The Protection Plan provides a customer with in-home service if we are not able to solve a technical problem over the phone. It provides free standard shipping and handling on all Return Authorization and accessory orders and reduces the cost of a technician visit.
When I spoke with you by telephone today, I advised you that your bill will continue to change as the credits expire.
DISH Network's change in our billing process to move the due date five days earlier was to align your due date with the start of your service period. You are still paying for the same service dates.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 18, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com.
You said you returned the...
leased equipment to DISH Network after your account was sent to collections. You requested that the information be removed from your credit report.
I attempted to reach you at ###-###-#### on December 15, 16 and 17, 2015. I left three voice messages.
I was unable to locate your account with the information you provided in your correspondence. So that I may assist you with this matter, please contact me directly and provide your 16-digit DISH Network account number.
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 to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
The approval response was miss leading...would have paid them whatever needed for service but not willing to work out any thing with me...lost customer, frustrated
May 10, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 29, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You disputed the $85.64 collection item you received for your DISH Network account. You maintain that you never received a bill for this amount. You requested that we waive the balance, remove the information from collections and clear any related information from the credit bureaus. A review of your account reveals that the $85.64 balance was added to your account on January 27, 2016, due to a system error. The amount has since been removed from your account and I requested that the collection item be closed and that any related information be removed from your credit file. We strive to provide excellent service and we regret that your experience was unfavorable. 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: 7:00 am-3:30 pm MST, MON-FRI
Tell us why here...August 11, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 23, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 29, 2016, and August 8 and 11, 2016, and I left three messages. You maintain that the sales representative provided you with inaccurate information and you were not aware that your local channels would be from New York. As a result, you disconnected your service. Because of this, you were charged an early termination fee of $480.00. You disputed the fee and you also requested a refund for the wireless Joey receiver. Our records reveal that the early termination fee was waived on July 23, 2016, and a refund for $26.58 was issued on July 26, 2016. I apologize for the information you received. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Initial Business Response /* (1000, 5, 2015/07/14) */
July 9, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 30, 2015, we received your complaint, dated June 27, 2015, filed with the...
Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on July 1, 7 and 9, 2015, and I left three messages.
You requested to be released from DISH Network's 24-month agreement because of the scheduled technician visits that were missed.
A review of this account indicates that the missed technician visits were because of an issue with the address that was listed on your account.
Our records reveal that your email address and phone number were updated on June 21, 2015, but your physical address was not updated until June 26, 2015. Once the address was corrected, the technician visit was completed on June 28, 2015.
I apologize on behalf of DISH Network. I removed the current account balance of $124.22 as well as the $10.00 technician visit fee. However, the 24-month agreement remains valid.
You mentioned that you signed up to receive a gift card but never received it. Our records reveal that the gift card was processed on January 16, 2015, and was sent to the address that was previously on the account. If you did not receive it, you may contact Citibank at X-XXX-XXX-XXXX for more information.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:No matter how the business claims the payment was taken I DID NOT AUTHORIZE it which is the only thing that matters. Payment can not be taken from anyone's account without authorization. I called to get technical support and was speaking to a representative that could not even resolve my issue. I was never on the automated system to make a payment or even in the payment matrix. If I made a mistake I would easily own up to it and not go thru this extent over this amount of time. The fact that a payment can be taken and not authorized is the only reason I am pursuing this. It was unfair and illegal. It also put me in a bad situation for no fault of my own. The company did not even try to resolve my issue. They called me and actually started an argument without even addressing the concern. I am not satisfied with the service and the way I have been treated and am looking to pursue further.
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. Please be advised that the signature on the attached contract is NOT my signature.
Sincerely,
[redacted]
Dear Mr. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You said you that you were informed your monthly programming price would be $69.99 for two years. You disputed the increased rate after ten months. When we...
spoke today, I advised you that I reviewed your sales call that took place on August 17, 2015. The call revealed that the sales agent offered you the Digital Home Advantage (DHA) promotion and the two-year price lock with the America’s Top 120 Plus Package and Encore at $69.99 per month before tax. This price included a Hopper with Sling and two Joey receivers and the monthly $5.00 referral credit for ten months. When you called in on August 25, 2015 (the date of activation) you requested the America’s Top 250 package, which increased the programming price. As a courtesy, we applied a $14.00 credit for ten months to your account reducing your monthly price of $69.99 (plus tax) for ten months. I regret any confusion. I made an exception and waived your early termination fee. You may cancel your service at any time without penalty. 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 ###-###-####. 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 ###-###-####
March 9, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. My attempts to contact you by phone at ([redacted] on March 2, 5 and 6, 2018, were unsuccessful; however, I left three messages. I also sent you an email at [redacted]. You expressed concern with the charges that were applied to your credit card account. You indicated that you have not had our service since you moved and at that time, your service was supposed to be placed on hold or disconnected. You maintain that you were unaware there was a time limit for DISH Pause. You requested a refund. Our records confirm that an installer was sent to your home on November 27, 2016, to install the service. It was determined that the only way to receive a signal would be to mount the satellite dish on the balcony. However, we were unable to place the dish on your balcony due to landlord restrictions. During your call to us on November 27, 2016, you indicated that you would keep the service at your previous address as you still owned the residence and you wanted to avoid being charged an early termination fee of $240.00. There was no request to cancel your service or place it on DISH Pause at that time. As your account was enrolled in Credit Card AutoPay, your monthly charges were automatically debited from your credit card account. When you contacted us on August 29, 2017, regarding the charges to your credit card account, you agreed to place your service on DISH Pause for three months (through November 29, 2017). During this call you stated that you did not want to return the equipment and that you may have it moved to a different location in the future. Your service was disconnected on September 5, 2017, as you requested. At that time, a refund of $21.14 was submitted to your credit card account. The refund was completed on September 7, 2017. Although you were charged unreturned equipment fees totaling $298.00 on October 10, 2017, the charges were removed on January 4, 2018, when the equipment was received. I made an exception and applied a credit of $379.26 for the previous charges. A refund for this amount was applied to your credit card account on March 8, 2018. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
October 11, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your correspondence, dated October 2, 2016, filed with the Revdex.com. You disputed the equipment return fee. I attempted to reach you at ###-###-#### on October 6, 10 and 11,...
2016. I left three voice messages. You participated in the Digital Home Advantage (DHA) promotional agreement. Under this promotion, you agreed to return the leased equipment and bear all costs and expense of the return. I enclosed a copy of your signed DHA agreement for your records. The equipment return fee of $10.00 is valid. 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 to 2:30 pm MST ###-###-#### Enclosure
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not oredered aditional GB that they kept saying I oredered I told I will not pay anything I did not di. Also the monthly was sulose to be 139.98 package. I amd still not satisfy with ther poposal.
December 29, 2016 Mr. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.com. You said that you recently experienced technical issues with your receiver which resulted in you being sent a replacement. You were told about our Hopper equipment, but you expressed concern regarding the additional monthly cost you would incur with the new system. You asked that we provide you with the new system and ensure that your rate would not increase for five years. When we spoke, I offered to provide you with a Hopper 3 system with four Joey 2.0 receivers at no upfront cost and no commitment. I advised you that the Hopper 3 system would increase your monthly rate by $19.00 and that I would be willing to apply a $20.00 monthly credit to your account for 18 months. You said that you would consider my offer and let me know if you would like to accept it. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 9, 2015/05/07) */
April 28, 2015
Mr. [redacted]
[redacted]. [redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 24, 2015, we received your complaint, dated April 23, 2015, filed with the...
Revdex.com.
You said that you have been charged an early termination fee for a contract that should have been voided. You requested that the early termination fee be waived.
When we spoke I advised you that although we have a signed contact on file for the upgrade that took place, I waived the early termination fee, leaving your DISH Network account with a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
*xecutive *scalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/05/11) */
(The consumer indicated he/she ACC*PT*D the response from the business.)
I accept the "waiver". The upgrades were voided and therefore the reportedly contract should have been voided. Thank you Revdex.com V*RY MUCH.
January 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 5, 2016, we received your correspondence, dated January 4, 2016, filed with the Revdex.com. You stated that when you recently purchased your DISH Network service, you were not provided information on the programming available in your selected package. Additionally, you received the Netflix offer but you are unable to access Netflix through the receiver that you were provided. You are dissatisfied with your service and you would like your early termination fee waived so you can disconnect without penalty. I reviewed your sales call and determined that all disclosures were provided. When we spoke today, I informed you that a copy of your contract was unavailable; therefore, as an exception I waived your early termination fee. Once you have obtained a new service provider you agreed to contact DISH Network to complete the disconnection process. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 26, 2015, we received your correspondence, dated August 25,...
2015, filed with the Revdex.com.
You stated that you contacted Infinity Dish, an independent retail service provider, to purchase DISH Network service. You cancelled the order but you were charged a $49.99 processing fee. You requested that this fee be refunded.
In our August 26, 2015, email correspondence, I explained that the $49.99 nonrefundable processing fee is charged and collected by Infinity Dish. You may contact them directly at (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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You expressed concern with the early termination fees to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. Your TV and internet services were activated on July 26, 2015, with a 24-month commitment for each service. A review of your account shows that the technical issues you reported were weather-related. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, your service will return after the weather condition has passed. Our records reveal that your service is scheduled to be disconnected on February 25, 2016. When I spoke with you by phone on February 24, 2016, I advised you that I made an exception and waived the term commitment for your internet service; however, the term commitment for your TV service will remain valid. The early termination fee for this service is $340.00. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted]
[redacted] Tell us why here...
August 10, 2016 Dear Mr. [redacted]: On August 4, 2016, we received your correspondence, dated August 1, 2016, filed with the Revdex.com. You provided feedback regarding your customer service experience when you called to inquire about the internet...
service. When we spoke, I informed you that our frontline agents and/or supervisors are unable to place outbound calls. We apologize for any inconvenience you may have experienced. I applied a one-time credit of $95.28 to your account for one month of service. You accepted this resolution. We thank you for your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 to 2:30 pm MST ###-###-####