Initial Business Response /* (1000, 10, 2015/10/02) */
September 11, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 11, 2015, we received your complaint, dated September 10, 2015,...
filed with the Revdex.com.
You maintain you have yet to receive a final billing statement from DISH Network. You disputed the balance due and the collection attempts.
We corresponded today via email. I have enclosed a copy of the email correspondence for your records. I also sent you copies of your November and December 2014 and January 2015 bills (enclosed) to [redacted]@GMAIL.COM for your review.
I advised you that our records reveal monthly billing statements were sent to your address (1603 Running Deer Dr. NW, Conover, NC XXXXX). We have no record that returned mail was received from your address.
Per your request, we also sent additional billing statements to the same address on December 20, 2014, and August 26, 2015. We have no record that these statements were returned.
I informed you that you participated in the Digital Home Advantage (DHA) promotion with 24-month commitment. You were billed $17.50 for the early termination fee, as service was disconnected prior to the promotional fulfillment date. Under the DHA agreement the customer agrees to return the leased equipment to DISH Network and to pay all costs and expenses of the return. You were billed $17.00 for the return. Although these fees are valid, I made an exception and reversed them from your account.
Please note that your account was disconnected due to nonpayment on October 13, 2014. The balance for service rendered through this date is $103.87. I advised you that when the balance is paid in full, I will reverse the information from your credit report.
During our correspondence, you requested that DISH Network honor your new cable provider's promotional offer to zero out your account balance. I explained that DISH Network and other independent TV providers set their own business policies and procedures. We are unable to honor your request. We encourage you to contact your TV provider regarding their promotional offers.
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because the fact of the matter is I had it set up to where I wouldn't have to pay anything out of my pocket if they would have sent me the correct information when I requested it. Now that opportunity is no longer available. They claim that they sent me what I wanted but when I asked them to look at the calls to see what I was calling about which was to request my final bill multiple times they never answer my question and told me I need a subpoena to get the transcripts of the calls.
Final Business Response /* (4000, 14, 2015/10/13) */
October 7, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On October 7, 2015, we received your rebuttal, dated October 6, 2015, filed with the Revdex.com.
You disagreed with our response. You maintain that you did not receive copies of your billing statements and you said that the offer from your new TV provider is no longer available. You requested that your recorded calls be reviewed and expressed concern as a subpoena is required to release your account records.
As previously explained, we mailed your billing statements to your address every month. Per your request, we also sent additional copies of your bill to the same address on December 20, 2014, and August 26, 2015. Your recorded calls were reviewed and we found that there was no request for copies of your billing statements prior to December 20, 2014. We also have no record that mail was returned from your address.
We are unable to honor an offer presented to you by another company not controlled by DISH. However, when the balance of $103.87 is paid in full for service rendered, I will remove the debt from your credit report.
If you wish to have copies of account records, a subpoena is required. We regret that you do not agree with our policy.
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
[redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have been emailing Mrs. [redacted]. I told her I had received an email regarding us owing them $64.28 and that they would automatically withdraw it on July 3. Then a few days later I received another bill that said we owed them immediately! I contacted Mrs. [redacted] because we are set up for auto payments and I wasn't sure why we were being bullied. She said that there weren't going to be any fees and that I should disregard that email. Any fees will be waived or credited. I assume after we get the shipping box and return the Hopper we will be credited if we are charged any fees at all. It might take as long as next month to make sure we are credited. I hate that their company tried to brush me aside when I first contacted them. They should take complaints from their customers more seriously. It wasn't until I contacted the Revdex.com that they started listening. I wish they could have fixed the issue. It is really inconvenient to have to go through all of this because they refuse to fix the problem! If they charge us I will contact you. Here is the last email from Mrs. [redacted] regarding the "we require immediate payment bully email":Dear [redacted],Thank you for your email.Please disregard the statement dated June 18, 2016. The account has been disconnected as of June 24, 2016, and all charges have been waived. You will see the credits on your next statement dated July 18, 2016. If there are further questions or concerns about this issue, please feel free to contact me at the number listed below. Sincerely, [redacted]Case ManagerExecutive EscalationsDISH Network, L.L.C.Phone: [redacted]Fax: (303) 723-2063Email: megan.[redacted]@dish.com Office Hours: Monday-Friday8:00AM-4:30 PM (MST)-----Original Message-----From: [redacted] McDaniel [mailto:[redacted] Sent: Sunday, June 26, 2016 7:52 AMTo: [redacted], Megan <Megan.[redacted]@dish.com>Subject: What?First I received this bill as usual
Sincerely,
[redacted]
Dear Ms. [redacted]: On February 8, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern with the balance of $317.28 that was referred to collections by DISH Network. You maintain that you experienced unresolved technical issues...
and you were told that the early termination fee would be waived. Your service was activated on June 23, 2011, with a 24-month commitment. As indicated in your complaint, you opted to cancel your service on November 9, 2011, because you were unhappy with the length of time that it would take for a technician to be sent to your home. As a result, you did not give DISH Network the opportunity to resolve your issues. Since your term commitment was not fulfilled, an early termination fee of $350.00 was applied to your account. Our records reveal that billing statements showing the balance were sent to your home on December 9, 2011, and January 9, 2012. Enclosed are copies of the billing statements for your review. I also enclosed a copy of your 24-month agreement. When I spoke with you by phone today, I advised you that the balance on your account is valid. You did not agree with my explanation. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your rebuttal, dated December 26, 2015, filed with the Revdex.com. You stated that you continue to receive mailing materials from DISH Network. You indicated that the matter was not resolved. When we spoke on December 29, 2015, I advised you that your information was placed on our Do Not Contact list. I also explained that our marketing department has been contacted and the process would take 30 days from the day we spoke to take effect. If you receive any mailing after January 30, 2016, please contact me so the matter can be further addressed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is the companies fault, I cant credit my BB&T BANK ACCOUNT for you all making a major error. Crediting an account that is not mine does not take away the fact I have had to suffer financially.
Sincerely,
[redacted]
Dear Mr. [redacted]: On January 13, 2016, we received your correspondence, dated January 12, 2016, filed with the Revdex.com. You maintain that you have three televisions and you disputed the additional receiver fees. You also disputed the early termination fee and expressed concern with...
the customer service you received. When we spoke today, I attempted to explain that you participated in the DISH’n It Up promotion with a 24-month commitment on June 15, 2015. Therefore, an early termination fee is associated with this promotion if the service is disconnected prior to the promotional fulfillment date. You currently have a Hopper w/Sling and three wireless Joey receivers active that supports four television connections. Our receiver fees are based on the number of receivers active and the receiver functionality. These fees cannot be waived. Our records show that you previously received a $20.00 monthly credit for ten months and the last credit was applied on December 3, 2015. As a result, you were billed the regular programming price. When you called on January 11, 2016, an exception was made and an additional $20.00 monthly credit was applied to your account for 12 months. When this credit ends the regular price will apply. Although the early termination fee is valid, I made an exception and waived your term commitment. You may cancel the service at any time without penalty. I also reviewed your recorded calls and found that our agents addressed your concerns in a professional manner. I 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 ###-###-####
Tell us why here...March 6, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 1, 2018, we received your complaint, dated March 1, 2018, filed with the Revdex.com. You continue to maintain that you only called to inquire about service and that you did not get the channels you requested. You stated that you told the representative you were traveling, and you would need to call back later. You also claim that you have not received any calls from our Corporate Field Resolutions (CFR) Department. You once again mentioned the removal of the satellite dish. Although you stated that you were aware you should call back, you continued with the sales call and placed the order. You agreed to the prices and packages that were disclosed during that initial sales call. You were provided with the channels you mentioned (no kid’s channels were mentioned) and you agreed to a monthly price of $65.99. Our records reveal that Mr. B[redacted] from the CFR spoke with you on February 22, 2018. Please contact him directly for more information regarding your damage claim. As previously advised, once you accept the installation of the satellite dish, it becomes your property and it is not required to be returned: we do not remove it without a fee. The starting cost to remove a satellite dish is $95.00. You may also contact a local retailer for the removal of the dish. As I previously advised you, I reduced your early termination fee to $200.00 as an exception. Because we received a dispute for the initial payment for the equipment upgrade ($53.38), I reversed the two $25.00 upgrade fees. The remaining balance due on your account is $253.65. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
February 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 10, 2016, we received your correspondence dated February 9, 2016, filed with the Revdex.com. You expressed concern with the increased monthly rate. You requested that the monthly rate you were promised be honored or that you be released from your term commitment. When we spoke on February 10, 2016, I advised you that you established your service under the Digital Home Advantage (DHA) promotion with a 12-month programming discount, free premium channels for three months and the Protection Plan free for six months. When the free service and discounts ended, you were billed the regular programming price. In the interest of resolving this matter, I waived the early termination fee. You accepted this resolution. Per your request, the service will be disconnected on March 3, 2016. You agreed to return the leased equipment to DISH Network. Return boxes with labels will be delivered to your home by UPS. I also waived the shipping fees for the equipment return. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/25) */
August 14, 2015
**. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear **. [redacted]:
On August 13, 2015, we received your correspondence, dated August 12, 2015, filed with the Better...
Business Bureau.
You stated that you contacted DISH Network on August 9, 2015, and inquired about installing service at your second residence. You had difficulty obtaining the pricing information you requested and you indicated that the salesperson was not forthcoming with the terms and conditions of the new customer promotional offer. Additionally, your customer service experience did not meet your expectations. You requested that your concerns be investigated.
When we spoke today, I advised you that I reviewed your recorded sales conversation. I apologized for your experience and informed you that the matter has been forward to the appropriate department for further action. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com. In your rebuttal, you stated that when the DISH Network installer came to your home to update your service, he damaged your entertainment unit and you opened a damage claim....
Our Corporate Field Resolutions Department denied your claim. However, you were offered a $150.00 account credit, as a courtesy. You declined this offer. In our March 31, 2016, email correspondence, you requested that you receive a check payment for the damage. I explained that the claim was denied by the installing office so we can only provide the $150.00 account credit previously offered. You again declined this resolution and indicated that you intended to pursue the matter further. If you have any questions regarding your claim, please contact [redacted] in the Corporate Field Resolutions Department directly at 1-866-946-5710, ext. [redacted]. If I may be of any further assistance, please feel free to contact me at [redacted]. Sincerely,
Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 10, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you were guaranteed that your service would not be interrupted due to weather and you expressed concern that your local CBS affiliate was temporarily removed. When we spoke, I advised you that as DISH Network has no control over weather, DISH Network’s customer agreement provides for weather-related outages. Additionally, as we do not own the channels that we carry, our customer agreement also provide for changes in programming. As a courtesy and to bring a resolution to this issue without further inconvenience, I made an exception and waived your early termination fee. As I advised you, I requested to have your sales call reviewed for misinformation. 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] Tell us why here...
February 25, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On February 23, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com. You indicated that you do not agree with our response. While we sincerely regret that you do not agree with our response, please review my previous response wherein I advised you that you were not provided incorrect information, other than for one fee, which I reversed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You said you received the wrong equipment and you expressed concern with the customer service you received. You disputed the early termination fee and the balance due for service. When we spoke today, I advised you that you established your account under the Flex24 Pay-In-Advance promotion with SD equipment through Planet Dish LLC, an independent retailer. Because this is a Pay-In-Advance account, there is an upfront cost for HD DVR equipment. Since the service was disconnected prior to the promotional fulfillment date, you were billed $480.00 for the early termination fee. Please note that DISH Network does not offer a trial period to cancel service without a penalty. Nevertheless, I made an exception and reversed the early termination fee and the $50.00 activation fee from your account. No refund is due, as no funds were collected. As of January 26, 2016, your account is at a zero balance. The 622 and 311 model receivers are not required to be returned to DISH Network. These receivers have been removed from your account. Your concerns regarding the sale of service were forwarded to the appropriate personnel for internal review. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 5, 2015/10/16) */
October 13, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed...
with the Revdex.com.
You expressed concern regarding the loss of your local ABC station. You said that you feel that you should be allowed to break your contract due to the loss of ABC.
DISH Network's contractual agreement states that programming is subject to change. Therefore, I am unable to meet your requests. However, we did reach an agreement with Tegna and your ABC (WZZM) station has been restored.
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]
June 10, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On June 9, 2016, we received your rebuttal, dated June 8, 2016, filed with the Revdex.com. You disagreed with my response. You maintain you were offered DISH Pause at no cost. Please reference your original correspondence wherein you requested the cancellation of service. I reviewed your recorded calls and found that our agents did not make an offer such as you described. You may restore your service and place your account on DISH Pause at $5.00 per month for up to nine months. Please note that your term commitment will be extended by the number of days your account is on hold. When the service is reinstated, the early termination fee will be reversed. We will also move your service to your new home at no cost when you are ready. This will allow you to fulfill your two-year term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
April 30, 2015
Mr. [redacted] W. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You maintain that a DISH Network account was established with your personal information without your authorization. However, you also mentioned that the account was supposed to be transferred to someone else. You would like for the outstanding balance to be removed from your name.
Our records reveal that although you contacted us and inquired about transferring the service to another person, the transfer of the account was never completed. As a result, the account remained in your name and you are responsible for the outstanding balance.
On April 28, 2015, you spoke with Ms. [redacted]. She explained that if you claim that you have never had DISH Network service or authorized the account to be set up with your personal information, you will need to open an identity theft claim by sending the following documentation to the DISH Network Identity Theft Team:
Identity Theft Affidavit: A fully completed identity theft affidavit (enclosed). The affidavit must be signed to be valid.
Police Report: A copy of an official police report or police incident report regarding this instance of identity theft.
Photocopy of valid State or U.S. issued ID: A legible photocopy of a valid U.S. government issued identification card (e.g., driver's license or ID card, passport or military ID card).
Please send the required documents to:
DISH Network
Identity Theft Team
PO Box 9040
Littleton, CO [redacted]
Fax: ([redacted]
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish employees transferred this service not me and kept it in my name against my express authorization, to settle this claim I will get the equipment mailed back to them, and they and they will take 50% off the bill and the remaining unpaid bill to Debbie and John McDaniel at 2247 county road 12, headland, Alabama 36345 (334)889-0021 as they are responsible for the unpaid bill and equipment not me.
Final Business Response /* (4000, 8, 2015/05/18) */
May 13, 2015
Mr. [redacted] W. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the Revdex.com.
You expressed further concern with the DISH Network balance in your name.
As previously advised, this account was never transferred to someone else because we were not contacted to finalize the transfer. Since the service was initially established in your name, the account remained in your name. As a result, you are responsible for any outstanding balance or unreturned equipment.
Although you maintain that half of the outstanding balance will be waived once the equipment is returned and will be billed to a third party, our records do not confirm this. I am willing to waive the entire balance once the equipment is received. You may contact me directly to accept this offer.
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]
Final Consumer Response /* (2000, 10, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 10, 2017 Dear Ms. [redacted]: On January 9, 2017, we received your rebuttal, dated January 4, 2017, filed with the Revdex.com. You disputed that your sales call was reviewed, and the information that the review provided. We regret that you do not agree with our response; however, your sales call was reviewed and no misinformation was found. If you wish to dispute this information, you may contact Sterling Commerce Group directly at ###-###-####. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You said that you were promised a $100.00 gift card and Netflix free for a year, but you did not receive either. I attempted to reach you at [redacted] on January 19, 20 and 21, 2016, and I left three voicemails. In my last message, I advised you that I added the Netflix offer to your account and an email with instructions on how to redeem the offer was sent to you on January 19, 2016. As I explained, I requested to have a $100.00 gift card be sent to you; however, as the offer was made by an independent retailer rather than DISH Network directly, we are unable to provide you with a gift card. As such I applied a one-time $100.00 credit to your account. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
March 8, 2016 Ms. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. Castillo: On March 8, 2016, we received your complaint, dated March 6, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept our resolution. The increase in your bill is a result of previous credits ending. You are being billed correctly for the services you are receiving. Due to the credits that you have already received, you are not currently eligible for any additional discounts. While we regret that you do not agree, this matter has been fully addressed in our previous correspondence and we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 10, 2015/10/02) */
September 11, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 11, 2015, we received your complaint, dated September 10, 2015,...
filed with the Revdex.com.
You maintain you have yet to receive a final billing statement from DISH Network. You disputed the balance due and the collection attempts.
We corresponded today via email. I have enclosed a copy of the email correspondence for your records. I also sent you copies of your November and December 2014 and January 2015 bills (enclosed) to [redacted]@GMAIL.COM for your review.
I advised you that our records reveal monthly billing statements were sent to your address (1603 Running Deer Dr. NW, Conover, NC XXXXX). We have no record that returned mail was received from your address.
Per your request, we also sent additional billing statements to the same address on December 20, 2014, and August 26, 2015. We have no record that these statements were returned.
I informed you that you participated in the Digital Home Advantage (DHA) promotion with 24-month commitment. You were billed $17.50 for the early termination fee, as service was disconnected prior to the promotional fulfillment date. Under the DHA agreement the customer agrees to return the leased equipment to DISH Network and to pay all costs and expenses of the return. You were billed $17.00 for the return. Although these fees are valid, I made an exception and reversed them from your account.
Please note that your account was disconnected due to nonpayment on October 13, 2014. The balance for service rendered through this date is $103.87. I advised you that when the balance is paid in full, I will reverse the information from your credit report.
During our correspondence, you requested that DISH Network honor your new cable provider's promotional offer to zero out your account balance. I explained that DISH Network and other independent TV providers set their own business policies and procedures. We are unable to honor your request. We encourage you to contact your TV provider regarding their promotional offers.
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because the fact of the matter is I had it set up to where I wouldn't have to pay anything out of my pocket if they would have sent me the correct information when I requested it. Now that opportunity is no longer available. They claim that they sent me what I wanted but when I asked them to look at the calls to see what I was calling about which was to request my final bill multiple times they never answer my question and told me I need a subpoena to get the transcripts of the calls.
Final Business Response /* (4000, 14, 2015/10/13) */
October 7, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On October 7, 2015, we received your rebuttal, dated October 6, 2015, filed with the Revdex.com.
You disagreed with our response. You maintain that you did not receive copies of your billing statements and you said that the offer from your new TV provider is no longer available. You requested that your recorded calls be reviewed and expressed concern as a subpoena is required to release your account records.
As previously explained, we mailed your billing statements to your address every month. Per your request, we also sent additional copies of your bill to the same address on December 20, 2014, and August 26, 2015. Your recorded calls were reviewed and we found that there was no request for copies of your billing statements prior to December 20, 2014. We also have no record that mail was returned from your address.
We are unable to honor an offer presented to you by another company not controlled by DISH. However, when the balance of $103.87 is paid in full for service rendered, I will remove the debt from your credit report.
If you wish to have copies of account records, a subpoena is required. We regret that you do not agree with our policy.
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
[redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have been emailing Mrs. [redacted]. I told her I had received an email regarding us owing them $64.28 and that they would automatically withdraw it on July 3. Then a few days later I received another bill that said we owed them immediately! I contacted Mrs. [redacted] because we are set up for auto payments and I wasn't sure why we were being bullied. She said that there weren't going to be any fees and that I should disregard that email. Any fees will be waived or credited. I assume after we get the shipping box and return the Hopper we will be credited if we are charged any fees at all. It might take as long as next month to make sure we are credited. I hate that their company tried to brush me aside when I first contacted them. They should take complaints from their customers more seriously. It wasn't until I contacted the Revdex.com that they started listening. I wish they could have fixed the issue. It is really inconvenient to have to go through all of this because they refuse to fix the problem! If they charge us I will contact you. Here is the last email from Mrs. [redacted] regarding the "we require immediate payment bully email":Dear [redacted],Thank you for your email.Please disregard the statement dated June 18, 2016. The account has been disconnected as of June 24, 2016, and all charges have been waived. You will see the credits on your next statement dated July 18, 2016. If there are further questions or concerns about this issue, please feel free to contact me at the number listed below. Sincerely, [redacted]Case ManagerExecutive EscalationsDISH Network, L.L.C.Phone: [redacted]Fax: (303) 723-2063Email: megan.[redacted]@dish.com Office Hours: Monday-Friday8:00AM-4:30 PM (MST)-----Original Message-----From: [redacted] McDaniel [mailto:[redacted] Sent: Sunday, June 26, 2016 7:52 AMTo: [redacted], Megan <Megan.[redacted]@dish.com>Subject: What?First I received this bill as usual
Sincerely,
[redacted]
Dear Ms. [redacted]: On February 8, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern with the balance of $317.28 that was referred to collections by DISH Network. You maintain that you experienced unresolved technical issues...
and you were told that the early termination fee would be waived. Your service was activated on June 23, 2011, with a 24-month commitment. As indicated in your complaint, you opted to cancel your service on November 9, 2011, because you were unhappy with the length of time that it would take for a technician to be sent to your home. As a result, you did not give DISH Network the opportunity to resolve your issues. Since your term commitment was not fulfilled, an early termination fee of $350.00 was applied to your account. Our records reveal that billing statements showing the balance were sent to your home on December 9, 2011, and January 9, 2012. Enclosed are copies of the billing statements for your review. I also enclosed a copy of your 24-month agreement. When I spoke with you by phone today, I advised you that the balance on your account is valid. You did not agree with my explanation. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your rebuttal, dated December 26, 2015, filed with the Revdex.com. You stated that you continue to receive mailing materials from DISH Network. You indicated that the matter was not resolved. When we spoke on December 29, 2015, I advised you that your information was placed on our Do Not Contact list. I also explained that our marketing department has been contacted and the process would take 30 days from the day we spoke to take effect. If you receive any mailing after January 30, 2016, please contact me so the matter can be further addressed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is the companies fault, I cant credit my BB&T BANK ACCOUNT for you all making a major error. Crediting an account that is not mine does not take away the fact I have had to suffer financially.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Dear Mr. [redacted]: On January 13, 2016, we received your correspondence, dated January 12, 2016, filed with the Revdex.com. You maintain that you have three televisions and you disputed the additional receiver fees. You also disputed the early termination fee and expressed concern with...
the customer service you received. When we spoke today, I attempted to explain that you participated in the DISH’n It Up promotion with a 24-month commitment on June 15, 2015. Therefore, an early termination fee is associated with this promotion if the service is disconnected prior to the promotional fulfillment date. You currently have a Hopper w/Sling and three wireless Joey receivers active that supports four television connections. Our receiver fees are based on the number of receivers active and the receiver functionality. These fees cannot be waived. Our records show that you previously received a $20.00 monthly credit for ten months and the last credit was applied on December 3, 2015. As a result, you were billed the regular programming price. When you called on January 11, 2016, an exception was made and an additional $20.00 monthly credit was applied to your account for 12 months. When this credit ends the regular price will apply. Although the early termination fee is valid, I made an exception and waived your term commitment. You may cancel the service at any time without penalty. I also reviewed your recorded calls and found that our agents addressed your concerns in a professional manner. I 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 ###-###-####
Tell us why here...March 6, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 1, 2018, we received your complaint, dated March 1, 2018, filed with the Revdex.com. You continue to maintain that you only called to inquire about service and that you did not get the channels you requested. You stated that you told the representative you were traveling, and you would need to call back later. You also claim that you have not received any calls from our Corporate Field Resolutions (CFR) Department. You once again mentioned the removal of the satellite dish. Although you stated that you were aware you should call back, you continued with the sales call and placed the order. You agreed to the prices and packages that were disclosed during that initial sales call. You were provided with the channels you mentioned (no kid’s channels were mentioned) and you agreed to a monthly price of $65.99. Our records reveal that Mr. B[redacted] from the CFR spoke with you on February 22, 2018. Please contact him directly for more information regarding your damage claim. As previously advised, once you accept the installation of the satellite dish, it becomes your property and it is not required to be returned: we do not remove it without a fee. The starting cost to remove a satellite dish is $95.00. You may also contact a local retailer for the removal of the dish. As I previously advised you, I reduced your early termination fee to $200.00 as an exception. Because we received a dispute for the initial payment for the equipment upgrade ($53.38), I reversed the two $25.00 upgrade fees. The remaining balance due on your account is $253.65. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
February 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 10, 2016, we received your correspondence dated February 9, 2016, filed with the Revdex.com. You expressed concern with the increased monthly rate. You requested that the monthly rate you were promised be honored or that you be released from your term commitment. When we spoke on February 10, 2016, I advised you that you established your service under the Digital Home Advantage (DHA) promotion with a 12-month programming discount, free premium channels for three months and the Protection Plan free for six months. When the free service and discounts ended, you were billed the regular programming price. In the interest of resolving this matter, I waived the early termination fee. You accepted this resolution. Per your request, the service will be disconnected on March 3, 2016. You agreed to return the leased equipment to DISH Network. Return boxes with labels will be delivered to your home by UPS. I also waived the shipping fees for the equipment return. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/25) */
August 14, 2015
**. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear **. [redacted]:
On August 13, 2015, we received your correspondence, dated August 12, 2015, filed with the Better...
Business Bureau.
You stated that you contacted DISH Network on August 9, 2015, and inquired about installing service at your second residence. You had difficulty obtaining the pricing information you requested and you indicated that the salesperson was not forthcoming with the terms and conditions of the new customer promotional offer. Additionally, your customer service experience did not meet your expectations. You requested that your concerns be investigated.
When we spoke today, I advised you that I reviewed your recorded sales conversation. I apologized for your experience and informed you that the matter has been forward to the appropriate department for further action. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com. In your rebuttal, you stated that when the DISH Network installer came to your home to update your service, he damaged your entertainment unit and you opened a damage claim....
Our Corporate Field Resolutions Department denied your claim. However, you were offered a $150.00 account credit, as a courtesy. You declined this offer. In our March 31, 2016, email correspondence, you requested that you receive a check payment for the damage. I explained that the claim was denied by the installing office so we can only provide the $150.00 account credit previously offered. You again declined this resolution and indicated that you intended to pursue the matter further. If you have any questions regarding your claim, please contact [redacted] in the Corporate Field Resolutions Department directly at 1-866-946-5710, ext. [redacted]. If I may be of any further assistance, please feel free to contact me at [redacted]. Sincerely,
January 15, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 10, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you were guaranteed that your service would not be interrupted due to weather and you expressed concern that your local CBS affiliate was temporarily removed. When we spoke, I advised you that as DISH Network has no control over weather, DISH Network’s customer agreement provides for weather-related outages. Additionally, as we do not own the channels that we carry, our customer agreement also provide for changes in programming. As a courtesy and to bring a resolution to this issue without further inconvenience, I made an exception and waived your early termination fee. As I advised you, I requested to have your sales call reviewed for misinformation. 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] Tell us why here...
February 25, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On February 23, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com. You indicated that you do not agree with our response. While we sincerely regret that you do not agree with our response, please review my previous response wherein I advised you that you were not provided incorrect information, other than for one fee, which I reversed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
January 26, 2016 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You said you received the wrong equipment and you expressed concern with the customer service you received. You disputed the early termination fee and the balance due for service. When we spoke today, I advised you that you established your account under the Flex24 Pay-In-Advance promotion with SD equipment through Planet Dish LLC, an independent retailer. Because this is a Pay-In-Advance account, there is an upfront cost for HD DVR equipment. Since the service was disconnected prior to the promotional fulfillment date, you were billed $480.00 for the early termination fee. Please note that DISH Network does not offer a trial period to cancel service without a penalty. Nevertheless, I made an exception and reversed the early termination fee and the $50.00 activation fee from your account. No refund is due, as no funds were collected. As of January 26, 2016, your account is at a zero balance. The 622 and 311 model receivers are not required to be returned to DISH Network. These receivers have been removed from your account. Your concerns regarding the sale of service were forwarded to the appropriate personnel for internal review. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 5, 2015/10/16) */
October 13, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed...
with the Revdex.com.
You expressed concern regarding the loss of your local ABC station. You said that you feel that you should be allowed to break your contract due to the loss of ABC.
DISH Network's contractual agreement states that programming is subject to change. Therefore, I am unable to meet your requests. However, we did reach an agreement with Tegna and your ABC (WZZM) station has been restored.
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]
June 10, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On June 9, 2016, we received your rebuttal, dated June 8, 2016, filed with the Revdex.com. You disagreed with my response. You maintain you were offered DISH Pause at no cost. Please reference your original correspondence wherein you requested the cancellation of service. I reviewed your recorded calls and found that our agents did not make an offer such as you described. You may restore your service and place your account on DISH Pause at $5.00 per month for up to nine months. Please note that your term commitment will be extended by the number of days your account is on hold. When the service is reinstated, the early termination fee will be reversed. We will also move your service to your new home at no cost when you are ready. This will allow you to fulfill your two-year term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
April 30, 2015
Mr. [redacted] W. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You maintain that a DISH Network account was established with your personal information without your authorization. However, you also mentioned that the account was supposed to be transferred to someone else. You would like for the outstanding balance to be removed from your name.
Our records reveal that although you contacted us and inquired about transferring the service to another person, the transfer of the account was never completed. As a result, the account remained in your name and you are responsible for the outstanding balance.
On April 28, 2015, you spoke with Ms. [redacted]. She explained that if you claim that you have never had DISH Network service or authorized the account to be set up with your personal information, you will need to open an identity theft claim by sending the following documentation to the DISH Network Identity Theft Team:
Identity Theft Affidavit: A fully completed identity theft affidavit (enclosed). The affidavit must be signed to be valid.
Police Report: A copy of an official police report or police incident report regarding this instance of identity theft.
Photocopy of valid State or U.S. issued ID: A legible photocopy of a valid U.S. government issued identification card (e.g., driver's license or ID card, passport or military ID card).
Please send the required documents to:
DISH Network
Identity Theft Team
PO Box 9040
Littleton, CO [redacted]
Fax: ([redacted]
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish employees transferred this service not me and kept it in my name against my express authorization, to settle this claim I will get the equipment mailed back to them, and they and they will take 50% off the bill and the remaining unpaid bill to Debbie and John McDaniel at 2247 county road 12, headland, Alabama 36345 (334)889-0021 as they are responsible for the unpaid bill and equipment not me.
Final Business Response /* (4000, 8, 2015/05/18) */
May 13, 2015
Mr. [redacted] W. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the Revdex.com.
You expressed further concern with the DISH Network balance in your name.
As previously advised, this account was never transferred to someone else because we were not contacted to finalize the transfer. Since the service was initially established in your name, the account remained in your name. As a result, you are responsible for any outstanding balance or unreturned equipment.
Although you maintain that half of the outstanding balance will be waived once the equipment is returned and will be billed to a third party, our records do not confirm this. I am willing to waive the entire balance once the equipment is received. You may contact me directly to accept this offer.
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]
Final Consumer Response /* (2000, 10, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 10, 2017 Dear Ms. [redacted]: On January 9, 2017, we received your rebuttal, dated January 4, 2017, filed with the Revdex.com. You disputed that your sales call was reviewed, and the information that the review provided. We regret that you do not agree with our response; however, your sales call was reviewed and no misinformation was found. If you wish to dispute this information, you may contact Sterling Commerce Group directly at ###-###-####. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You said that you were promised a $100.00 gift card and Netflix free for a year, but you did not receive either. I attempted to reach you at [redacted] on January 19, 20 and 21, 2016, and I left three voicemails. In my last message, I advised you that I added the Netflix offer to your account and an email with instructions on how to redeem the offer was sent to you on January 19, 2016. As I explained, I requested to have a $100.00 gift card be sent to you; however, as the offer was made by an independent retailer rather than DISH Network directly, we are unable to provide you with a gift card. As such I applied a one-time $100.00 credit to your account. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
March 8, 2016 Ms. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. Castillo: On March 8, 2016, we received your complaint, dated March 6, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept our resolution. The increase in your bill is a result of previous credits ending. You are being billed correctly for the services you are receiving. Due to the credits that you have already received, you are not currently eligible for any additional discounts. While we regret that you do not agree, this matter has been fully addressed in our previous correspondence and we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]