December 30, 2016 [redacted], ** [redacted] Re: Revdex.com Complaint # 11863563 8255909085628250-3568244 Dear [redacted]: On December 30, 2016, we received your rebuttal, dated December 29, 2016, filed with the Revdex.com. You maintain that you experienced technical issues and poor customer service. A review of your account shows that no technical issues were reported between September 2015 and October 2016. A technician was sent out on October 9, 2016, because you said that you were experiencing signal issues. The technician found nothing wrong with your system, and it was then that you reported the signal issues were weather-related. The receiver that was associated with your account was one of our newest models and was not outdated. Our records indicate that your balance was $259.98 when you changed your package to the Flex Pack and $227.81 when you disconnected your account. The lower balance at disconnection was due to the prorated credits applied to your account. As no refund was due, no refund was issued. DISH Network sent paper bills to you, but they were repeatedly returned as undeliverable. As such, your account was placed on paperless billing until an updated address was provided. While we regret any inconvenience, we are unable to waive any part of your $453.75 balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear [redacted]: On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com. Your sister, [redacted], filed this correspondence on your behalf. You maintain you requested that your account be put on DISH Pause for nine months on December 28, 2015, and you disputed the Credit Card AutoPay (CCA) collection for service. You requested a refund of $592.08. Please note that when you established CCA, you authorized DISH Network to access your credit card account every month to collect the full amount due. When I spoke with [redacted] today, I informed her that I reviewed your account and recorded calls. Your call from December 7, 2015, reveals that our agent advised you that your account was currently on DISH Pause, and to call back when the pause ended on December 26, 2015, to extend the account hold. When the pause ended, the service was automatically restored. We have no record that you called DISH Network until September 30, 2016. During this call, you requested DISH Pause for six months. On December 8, 2016, your granddaughter, [redacted], called on your behalf. The agent explained to her your account history and applied a courtesy credit of $160.00 to your account. A total refund of $144.00 was also applied to the credit card account ending in 4155 on December 13, 2016. Per your request, your service was restored on January 30, 2017, and disconnected on March 23, 2017. The balance of $112.30 is for service rendered. Although the billing is accurate, I made an exception and removed the balance from your account. I regret that your experience did not meet your expectations. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
April 27, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 27, 2016, we received your rebuttal, dated April 26, 2016, filed with the Revdex.com. You said you did not receive a copy of your Digital Home Advantage (DHA) agreement as you requested. I scanned and emailed a copy of your signed DHA agreement to [redacted]@gmail.com. This is the email address listed on your correspondence. I also enclosed a second copy for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Christina Atencio Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am still awaiting the box with the pre paid label so that I can return this non working dvr..
Sincerely,
[redacted]
[redacted] Dear Mrs. [redacted]: On December 18, 2017, we received your complaint, dated December 15, 2017, filed with the Revdex.com. You expressed concern that you were offered a refund of $99.00 after being charged $237.17 when your service was automatically restored after being on DISH Pause. You said you spoke to a DISH Network agent on December 13, 2017, who advised you that you could call us for a full refund once the payment had cleared your bank. You requested a full refund. A review of your account reveals that the agent advised you on December 13, 2017, to call back once your payment cleared to see about getting a refund; however, you were not promised a full refund. On December 20, 2017, you spoke with another agent who provided a larger refund. When I spoke with you today, you advised me that your concerns were addressed on December 20, 2017, and you had no other concerns. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (4000, 8, 2015/08/18) */
August 4, 2015
**. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on July 30, 2015, and August 1 and 2, 2015, were unsuccessful; however, I left three messages.
You indicated that your checking account was debited after you made a payment, and the debit caused you to incur an overdraft fee. You also expressed dissatisfaction with the refund processing time.
Our records reveal that you made a manual EFT payment of $86.91 on July 9, 2015. Since you are enrolled in AutoPay, a debit of $86.91 was automatically withdrawn from your checking account on July 11, 2015. Please be advised that in order to prevent AutoPay from collecting a payment automatically, a manual payment must be made or AutoPay must be removed at least seven business days before the due date.
On July 13, 2015, a credit of $35.00 was applied to your DISH Network account for the overdraft fee. A refund of $86.91 was also submitted to your checking account. The refund was completed and applied to your checking account electronically on July 27, 2015.
We regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/08/11) */
Just a quick update... Two days after I filed my complaint with the Revdex.com dish issued my refund. My matter has now been resolved.
Dear Ms. [redacted]: On April 19, 2016, we received your complaint, dated April 17, 2016, filed with the Revdex.com. You indicated that you were unaware of the credits that were applied to your account or that your monthly rate is $109.00 plus tax. You expressed concern with the early termination fee. Your service was initiated through DISHDBC, an independent retailer. I’ve enclosed a copy of your Digital Home Advantage 24-month agreement for review. Included in the agreement is a box which indicates acceptance of the introductory pricing offer. You initialed this box. As previously advised, all promotional and courtesy credits have expired and you’re now being billed at the regular rate for the service you subscribe to. You always have the option to lower your programming package to reduce your monthly rate. The early termination fee is calculated by multiplying $20.00 by the number of months remaining in the commitment period. In your case, the commitment will be fulfilled on December 18, 2016. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
[redacted] Dear Ms. [redacted]: On July 1, 2016, we received your complaint, dated June 29, 2016, filed with the Revdex.com. You disputed the commitment and early termination fee because you only had an additional receiver installed. You also disputed the shipping fees. When I spoke with you by telephone today, I agreed to waive the $110.00 early termination fee. Although the shipping fees remain valid, I removed the balance of $13.30, as an exception. 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, 2015/08/14) */
July 31, 2015
**. [redacted]
XXXX XXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better...
Business Bureau.
You expressed concern regarding ongoing technical issues with your internet service and you requested that you be released from your contract.
I addressed your concerns through a complaint **. [redacted] filed with the Revdex.com. Enclosed is a copy of my written response.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
July 28, 2015
**. [redacted] and **. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted] and **. [redacted]:
On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the Revdex.com.
You expressed concern regarding technical issues with your internet service. You requested that we release you from your internet contract agreement.
When I spoke with your daughter, [redacted], I advised her that I will release you from your contract. You may cancel at any time without penalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /[redacted]/
April 23, 2015
Ms. [redacted]
138 Rivermont Dr.
Sheffield, AL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 22, 2015, we received your complaint, dated April 21, 2015, filed with the...
Revdex.com.
You said that you closed your account due to poor reception and that you paid your final bill and returned the equipment. However, you have been billed for unreturned equipment and you asked that the charges be waived.
When we spoke by phone I informed you that we received your equipment as of April 22, 2015, and the charges have been reversed.
I also advised you that because of the issues you experienced with our service, I waived your early termination fee. A $340.00 refund will be applied to your credit card account within the next three business days.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 9, 2015/05/22) */
May 19, 2015
Mr. and Mrs. [redacted] and [redacted]
540 Spring Beach Dr.
Rome City, IN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On May 15, 2015, we received your complaint, dated...
May 14, 2015, filed with the Revdex.com.
You said that DISH Network is charging you for unreturned equipment after you sent your equipment back with the box and label we provided. You requested that the unreturned equipment fee be reversed, and an updated statement so that you can submit your final payment.
When we spoke I explained that you have been billed for the TRIA located on your internet satellite dish. You advised me that the TRIA was returned and you provided me with a tracking number. I told you that I reversed the unreturned equipment fee and I informed you that a new bill will be sent on May 29, 2015.
I also advised you that once we have received and posted your final payment, I will ensure that the debt is removed from your credit bureau file.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dish Network caused the damage to my property. They were neglectful in verifying documentation of ownership of the home or written permission from the landlord giving permission to make modifications to the property. They refuse to provided the landlord any documentation of the tenants signature accepting responsibility for the installation of the satellite dish outside the home, or to drill holes in the siding of the home, the foundation, or the interior walls of the home. Therefore Dish Network is responsible for the damages to the property
Sincerely,
[redacted]
Dear Ms. [redacted]: On March 4, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You said that you did not receive the offer you were promised. We apologize for the misinformation you received; however, we’re unable to honor the offer you referred to as we do not have a promotion which matches those parameters. As such, I offered to waive your early termination fee and you accepted. You may disconnect your service at any time without penalty. We regret that your experience was unfavorable and your feedback has been forwarded to the correct department for internal review. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
[redacted] Dear Ms. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 15, 16 and 17, 2016, were unsuccessful; however, I left three messages. You maintain that you did not receive the monthly rate you were promised and you have been overcharged on your credit card account. You also maintain that Credit Card AutoPay (CCA) was not removed as you requested. You would like a refund. Your service was activated on December 10, 2012. At that time, you were enrolled in CCA and paperless billing to receive our HD Free for Life offer. This offer waived the monthly fee of $10.00 for the HD package. Our records do not show that we received a request to remove CCA. On October 8, 2014, two credits totaling $40.00 were applied to your account for 16 months as a courtesy. The DISH Movie package (formerly Blockbuster @Home) was also added to your account at half price ($5.00) for six months. This made your monthly rate $48.99 plus tax. While the account credits and offers are guaranteed, the package prices are subject to change at any time. Although the offer for the Dish Movie package ended on April 8, 2015, it was extended for an additional six months on April 23, 2015. On February 1, 2015, DISH Network experienced a $5.00 price increase, increasing your monthly rate to $53.99 plus tax; however, a $5.00 monthly credit was applied to your account on April 25, 2015, for six months. This reduced your monthly rate to $48.99 plus tax. Due to the expiration of the Dish Movie package offer on October 23, 2015, you began to be billed the regular service charge of $10.00 a month, making your monthly rate $58.99 plus tax. On January 14, 2016, DISH Network experienced another $5.00 price increase. This along with the expiration of the monthly $40.00 credit on February 8, 2016, caused you to be billed at the regular monthly rate of $103.99 plus tax. Your monthly rate was reduced to $98.99 when the DISH Movie package was added to your account at half price on February 3, 2016. Your service was disconnected on March 14, 2016, at your request. On March 16, 2016, a refund of $101.07 was applied to your credit card account for your last payment. I waived the final balance of $34.89 on your account, leaving your account at zero. No additional refunds are due as your charges are correct for the services that you subscribed to. 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] [redacted]
Initial Business Response /* (*000, *0, 20**/0*/28) */
May 2*, 20**
Ms. [redacted] St., # *
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 2*, 20**, we received your correspondence, dated May 20, 20**, filed...
with the Revdex.com.
You indicated that the dishNET internet service is not meeting your needs. You are not receiving the speed or service you were promised. Your attempts to resolve the matter have been unsuccessful. You requested that the early termination fee be waived so you can disconnect the service without penalty. Additionally, you would like a refund for the service.
When we spoke today, I agreed to waive the early termination fee. I explained that I was unable to provide a refund for the service; however, I offered a free technician visit and a monthly $*0.00 credit for *2 months for your TV service. You declined the technician visit but accepted the credit. We scheduled the internet service disconnection for May 2*, 20**. You accepted this resolution.
I am happy we were able to resolve this issue to your satisfaction. DISH Network values you as a customer and we appreciate your continued loyalty.
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:** pm to**:** pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
*020 Cherokee St.
Denver, CO 8020*
[redacted]
Initial Consumer Rebuttal /* (2000, *2, 20**/0*/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with their response, as we went about a better internet service with time warner cable, the technician found that our wires were not grounded at all, and told us they are suppose to, which he then grounded himself. Shown in the picture is the wires dish did not ground when they installed their service of July 20**.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is okay not what I was wanting but what can I do?
Sincerely,
[redacted]
January 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com. You said you experienced technical issues with the equipment that were not resolved by the technician, and you disputed the early termination fee. You maintain that the technician took the equipment from your home. You requested that the equipment fees be removed. You also indicated that you did not sign the Digital Home Advantage (DHA) agreement. When we spoke on January 21, 2016, I informed you that I reviewed your recorded calls and found that the technical issues occurred as you had requested that a Joey receiver be located over 200 feet away from the Hopper Sling at a different location. Nevertheless, I made an exception and removed the $460.00 early termination fee from your account. We have no record that the equipment was returned to DISH Network. I advised you that your concerns were forwarded to the DISH Network Retail Service Department for further investigation of the location of the equipment. When I receive confirmation that the equipment was retrieved by the retailer, I will remove the balance of $652.71 from your account. Please note that your concern regarding the signature on your agreement was also reported 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Ms. [redacted]: On May 5, 2016, we received your complaint, dated May 3, 2016, filed with the Revdex.com. You said you requested that your account be closed; however, it was placed on DISH Pause. Your service was subsequently restored and you are disputing the balance due. You asked that we waive the balance due and remove your account information from our collection agency. When we spoke by phone, I informed you that I reviewed the call recording that took place on March 9, 2015. I found that you agreed to our DISH Pause option for nine months and you were told to call in on December 8, 2015, to reinstate the DISH Pause for another six months. Because we didn’t receive a call from you, your service was restored. We also sent you an email on December 9, 2015, at [redacted]@YAHOO.COM indicating that your service was restored. We consider the balance to be accurate, but I offered to waive half of the balance to settle the account. You declined my offer. We ask that the balance be paid in full. 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]
February 19, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that you contacted Frontier and you agreed to a bundle package. However, you said that they failed to provide you with all of the billing details, as you said you were billed for more then what you were quoted. You asked that we release you from your contract. When we spoke by phone, I advised you that I am unable to determine what you were told as you didn’t place your order with us. However, in the interest of customer service, I agreed to release you from your contract. At your request, I disconnected your account and I provided you with the equipment return disclosures. 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] Tell us why here...
December 30, 2016 [redacted], ** [redacted] Re: Revdex.com Complaint # 11863563 8255909085628250-3568244 Dear [redacted]: On December 30, 2016, we received your rebuttal, dated December 29, 2016, filed with the Revdex.com. You maintain that you experienced technical issues and poor customer service. A review of your account shows that no technical issues were reported between September 2015 and October 2016. A technician was sent out on October 9, 2016, because you said that you were experiencing signal issues. The technician found nothing wrong with your system, and it was then that you reported the signal issues were weather-related. The receiver that was associated with your account was one of our newest models and was not outdated. Our records indicate that your balance was $259.98 when you changed your package to the Flex Pack and $227.81 when you disconnected your account. The lower balance at disconnection was due to the prorated credits applied to your account. As no refund was due, no refund was issued. DISH Network sent paper bills to you, but they were repeatedly returned as undeliverable. As such, your account was placed on paperless billing until an updated address was provided. While we regret any inconvenience, we are unable to waive any part of your $453.75 balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 6, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com. Your sister, [redacted], filed this correspondence on your behalf. You maintain you requested that your account be put on DISH Pause for nine months on December 28, 2015, and you disputed the Credit Card AutoPay (CCA) collection for service. You requested a refund of $592.08. Please note that when you established CCA, you authorized DISH Network to access your credit card account every month to collect the full amount due. When I spoke with [redacted] today, I informed her that I reviewed your account and recorded calls. Your call from December 7, 2015, reveals that our agent advised you that your account was currently on DISH Pause, and to call back when the pause ended on December 26, 2015, to extend the account hold. When the pause ended, the service was automatically restored. We have no record that you called DISH Network until September 30, 2016. During this call, you requested DISH Pause for six months. On December 8, 2016, your granddaughter, [redacted], called on your behalf. The agent explained to her your account history and applied a courtesy credit of $160.00 to your account. A total refund of $144.00 was also applied to the credit card account ending in 4155 on December 13, 2016. Per your request, your service was restored on January 30, 2017, and disconnected on March 23, 2017. The balance of $112.30 is for service rendered. Although the billing is accurate, I made an exception and removed the balance from your account. I regret that your experience did not meet your expectations. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
April 27, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 27, 2016, we received your rebuttal, dated April 26, 2016, filed with the Revdex.com. You said you did not receive a copy of your Digital Home Advantage (DHA) agreement as you requested. I scanned and emailed a copy of your signed DHA agreement to [redacted]@gmail.com. This is the email address listed on your correspondence. I also enclosed a second copy for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Christina Atencio Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am still awaiting the box with the pre paid label so that I can return this non working dvr..
Sincerely,
[redacted]
December 27, 2017 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 18, 2017, we received your complaint, dated December 15, 2017, filed with the Revdex.com. You expressed concern that you were offered a refund of $99.00 after being charged $237.17 when your service was automatically restored after being on DISH Pause. You said you spoke to a DISH Network agent on December 13, 2017, who advised you that you could call us for a full refund once the payment had cleared your bank. You requested a full refund. A review of your account reveals that the agent advised you on December 13, 2017, to call back once your payment cleared to see about getting a refund; however, you were not promised a full refund. On December 20, 2017, you spoke with another agent who provided a larger refund. When I spoke with you today, you advised me that your concerns were addressed on December 20, 2017, and you had no other concerns. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (4000, 8, 2015/08/18) */
August 4, 2015
**. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on July 30, 2015, and August 1 and 2, 2015, were unsuccessful; however, I left three messages.
You indicated that your checking account was debited after you made a payment, and the debit caused you to incur an overdraft fee. You also expressed dissatisfaction with the refund processing time.
Our records reveal that you made a manual EFT payment of $86.91 on July 9, 2015. Since you are enrolled in AutoPay, a debit of $86.91 was automatically withdrawn from your checking account on July 11, 2015. Please be advised that in order to prevent AutoPay from collecting a payment automatically, a manual payment must be made or AutoPay must be removed at least seven business days before the due date.
On July 13, 2015, a credit of $35.00 was applied to your DISH Network account for the overdraft fee. A refund of $86.91 was also submitted to your checking account. The refund was completed and applied to your checking account electronically on July 27, 2015.
We regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/08/11) */
Just a quick update... Two days after I filed my complaint with the Revdex.com dish issued my refund. My matter has now been resolved.
Dear Ms. [redacted]: On April 19, 2016, we received your complaint, dated April 17, 2016, filed with the Revdex.com. You indicated that you were unaware of the credits that were applied to your account or that your monthly rate is $109.00 plus tax. You expressed concern with the early termination fee. Your service was initiated through DISHDBC, an independent retailer. I’ve enclosed a copy of your Digital Home Advantage 24-month agreement for review. Included in the agreement is a box which indicates acceptance of the introductory pricing offer. You initialed this box. As previously advised, all promotional and courtesy credits have expired and you’re now being billed at the regular rate for the service you subscribe to. You always have the option to lower your programming package to reduce your monthly rate. The early termination fee is calculated by multiplying $20.00 by the number of months remaining in the commitment period. In your case, the commitment will be fulfilled on December 18, 2016. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Tell us why here...July 8, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 1, 2016, we received your complaint, dated June 29, 2016, filed with the Revdex.com. You disputed the commitment and early termination fee because you only had an additional receiver installed. You also disputed the shipping fees. When I spoke with you by telephone today, I agreed to waive the $110.00 early termination fee. Although the shipping fees remain valid, I removed the balance of $13.30, as an exception. 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, 2015/08/14) */
July 31, 2015
**. [redacted]
XXXX XXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better...
Business Bureau.
You expressed concern regarding ongoing technical issues with your internet service and you requested that you be released from your contract.
I addressed your concerns through a complaint **. [redacted] filed with the Revdex.com. Enclosed is a copy of my written response.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
July 28, 2015
**. [redacted] and **. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted] and **. [redacted]:
On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the Revdex.com.
You expressed concern regarding technical issues with your internet service. You requested that we release you from your internet contract agreement.
When I spoke with your daughter, [redacted], I advised her that I will release you from your contract. You may cancel at any time without penalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /[redacted]/
April 23, 2015
Ms. [redacted]
138 Rivermont Dr.
Sheffield, AL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 22, 2015, we received your complaint, dated April 21, 2015, filed with the...
Revdex.com.
You said that you closed your account due to poor reception and that you paid your final bill and returned the equipment. However, you have been billed for unreturned equipment and you asked that the charges be waived.
When we spoke by phone I informed you that we received your equipment as of April 22, 2015, and the charges have been reversed.
I also advised you that because of the issues you experienced with our service, I waived your early termination fee. A $340.00 refund will be applied to your credit card account within the next three business days.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 9, 2015/05/22) */
May 19, 2015
Mr. and Mrs. [redacted] and [redacted]
540 Spring Beach Dr.
Rome City, IN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On May 15, 2015, we received your complaint, dated...
May 14, 2015, filed with the Revdex.com.
You said that DISH Network is charging you for unreturned equipment after you sent your equipment back with the box and label we provided. You requested that the unreturned equipment fee be reversed, and an updated statement so that you can submit your final payment.
When we spoke I explained that you have been billed for the TRIA located on your internet satellite dish. You advised me that the TRIA was returned and you provided me with a tracking number. I told you that I reversed the unreturned equipment fee and I informed you that a new bill will be sent on May 29, 2015.
I also advised you that once we have received and posted your final payment, I will ensure that the debt is removed from your credit bureau file.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dish Network caused the damage to my property. They were neglectful in verifying documentation of ownership of the home or written permission from the landlord giving permission to make modifications to the property. They refuse to provided the landlord any documentation of the tenants signature accepting responsibility for the installation of the satellite dish outside the home, or to drill holes in the siding of the home, the foundation, or the interior walls of the home. Therefore Dish Network is responsible for the damages to the property
Sincerely,
[redacted]
Dear Ms. [redacted]: On March 4, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You said that you did not receive the offer you were promised. We apologize for the misinformation you received; however, we’re unable to honor the offer you referred to as we do not have a promotion which matches those parameters. As such, I offered to waive your early termination fee and you accepted. You may disconnect your service at any time without penalty. We regret that your experience was unfavorable and your feedback has been forwarded to the correct department for internal review. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
March 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 15, 16 and 17, 2016, were unsuccessful; however, I left three messages. You maintain that you did not receive the monthly rate you were promised and you have been overcharged on your credit card account. You also maintain that Credit Card AutoPay (CCA) was not removed as you requested. You would like a refund. Your service was activated on December 10, 2012. At that time, you were enrolled in CCA and paperless billing to receive our HD Free for Life offer. This offer waived the monthly fee of $10.00 for the HD package. Our records do not show that we received a request to remove CCA. On October 8, 2014, two credits totaling $40.00 were applied to your account for 16 months as a courtesy. The DISH Movie package (formerly Blockbuster @Home) was also added to your account at half price ($5.00) for six months. This made your monthly rate $48.99 plus tax. While the account credits and offers are guaranteed, the package prices are subject to change at any time. Although the offer for the Dish Movie package ended on April 8, 2015, it was extended for an additional six months on April 23, 2015. On February 1, 2015, DISH Network experienced a $5.00 price increase, increasing your monthly rate to $53.99 plus tax; however, a $5.00 monthly credit was applied to your account on April 25, 2015, for six months. This reduced your monthly rate to $48.99 plus tax. Due to the expiration of the Dish Movie package offer on October 23, 2015, you began to be billed the regular service charge of $10.00 a month, making your monthly rate $58.99 plus tax. On January 14, 2016, DISH Network experienced another $5.00 price increase. This along with the expiration of the monthly $40.00 credit on February 8, 2016, caused you to be billed at the regular monthly rate of $103.99 plus tax. Your monthly rate was reduced to $98.99 when the DISH Movie package was added to your account at half price on February 3, 2016. Your service was disconnected on March 14, 2016, at your request. On March 16, 2016, a refund of $101.07 was applied to your credit card account for your last payment. I waived the final balance of $34.89 on your account, leaving your account at zero. No additional refunds are due as your charges are correct for the services that you subscribed to. 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] [redacted]
Initial Business Response /* (*000, *0, 20**/0*/28) */
May 2*, 20**
Ms. [redacted] St., # *
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 2*, 20**, we received your correspondence, dated May 20, 20**, filed...
with the Revdex.com.
You indicated that the dishNET internet service is not meeting your needs. You are not receiving the speed or service you were promised. Your attempts to resolve the matter have been unsuccessful. You requested that the early termination fee be waived so you can disconnect the service without penalty. Additionally, you would like a refund for the service.
When we spoke today, I agreed to waive the early termination fee. I explained that I was unable to provide a refund for the service; however, I offered a free technician visit and a monthly $*0.00 credit for *2 months for your TV service. You declined the technician visit but accepted the credit. We scheduled the internet service disconnection for May 2*, 20**. You accepted this resolution.
I am happy we were able to resolve this issue to your satisfaction. DISH Network values you as a customer and we appreciate your continued loyalty.
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:** pm to**:** pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
*020 Cherokee St.
Denver, CO 8020*
[redacted]
Initial Consumer Rebuttal /* (2000, *2, 20**/0*/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with their response, as we went about a better internet service with time warner cable, the technician found that our wires were not grounded at all, and told us they are suppose to, which he then grounded himself. Shown in the picture is the wires dish did not ground when they installed their service of July 20**.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is okay not what I was wanting but what can I do?
Sincerely,
[redacted]
January 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com. You said you experienced technical issues with the equipment that were not resolved by the technician, and you disputed the early termination fee. You maintain that the technician took the equipment from your home. You requested that the equipment fees be removed. You also indicated that you did not sign the Digital Home Advantage (DHA) agreement. When we spoke on January 21, 2016, I informed you that I reviewed your recorded calls and found that the technical issues occurred as you had requested that a Joey receiver be located over 200 feet away from the Hopper Sling at a different location. Nevertheless, I made an exception and removed the $460.00 early termination fee from your account. We have no record that the equipment was returned to DISH Network. I advised you that your concerns were forwarded to the DISH Network Retail Service Department for further investigation of the location of the equipment. When I receive confirmation that the equipment was retrieved by the retailer, I will remove the balance of $652.71 from your account. Please note that your concern regarding the signature on your agreement was also reported 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
May 10, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On May 5, 2016, we received your complaint, dated May 3, 2016, filed with the Revdex.com. You said you requested that your account be closed; however, it was placed on DISH Pause. Your service was subsequently restored and you are disputing the balance due. You asked that we waive the balance due and remove your account information from our collection agency. When we spoke by phone, I informed you that I reviewed the call recording that took place on March 9, 2015. I found that you agreed to our DISH Pause option for nine months and you were told to call in on December 8, 2015, to reinstate the DISH Pause for another six months. Because we didn’t receive a call from you, your service was restored. We also sent you an email on December 9, 2015, at [redacted]@YAHOO.COM indicating that your service was restored. We consider the balance to be accurate, but I offered to waive half of the balance to settle the account. You declined my offer. We ask that the balance be paid in full. 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]
February 19, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that you contacted Frontier and you agreed to a bundle package. However, you said that they failed to provide you with all of the billing details, as you said you were billed for more then what you were quoted. You asked that we release you from your contract. When we spoke by phone, I advised you that I am unable to determine what you were told as you didn’t place your order with us. However, in the interest of customer service, I agreed to release you from your contract. At your request, I disconnected your account and I provided you with the equipment return disclosures. 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] Tell us why here...