Initial Business Response /* (1000, 4, 2015/05/15) */
May 13, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 12, 2015, we received your correspondence, dated May 11, 2015, filed with the...
Revdex.com.
You stated that you recently purchased DISH Network service for your home. You were displeased with the service and understood that you had 30 days to disconnect without penalty. You have been charged a $460.00 early termination fee. You requested that this fee be refunded.
When we spoke today, I explained that we do not offer a 30-day trial period. We also reviewed the sales call and there was no mention of it. The contract signed when the service was installed was for a 24-month commitment; however, as a courtesy, I offered to discount the fee $200.00. I issued a $200.00 refund. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
October 2, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September 28,...
2015, filed with the Revdex.com. My attempts to reach you by phone on September 30 and October 1 and 2, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you are due a credit and refund for six days you were charged for service but didn't receive it.
I have applied a credit for five days of service which is for the 25, 26, 27, 28 and 29 of September 2015. You will receive a refund of $18.74 within the next seven to ten business days.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] Dear Ms. [redacted]: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network and [redacted] accounts. When we spoke, I attempted to explain that a review of your calls to DISH Network revealed no requests to disconnect your account. You contacted us on June 22, 2016, to ask about bundling your TV account with a new internet provider. The agent with whom you spoke provided you with the phone numbers for [redacted] and [redacted] and you indicated that you would contact them about having internet service at your new address. We received no further calls concerning your account and disconnecting your DISH Network account was not discussed at all. As we received no request to disconnect your account, it remained active until November 6, 2016, when it was disconnected due to non-payment. As such, we are unable to waive your $99.84 balance. Please note that I do not have access to [redacted]’s billing, so you must contact them directly concerning their balance. At your request, I contacted the collection company to request that they cease contact with you. 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: 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]
Complaint: [redacted]
I am rejecting this response because: I was little upset after the work was completed. I called Mr Scott to let him know what was all done and it seemed like I was bothering him. This was rather rude to me. I also inquired a charge of $50 for a card that I was told they didn't need. I have stuck by Dish with issue that came to me. I love the Hooper and the fact that I don't have record prime time.
Sincerely,
[redacted]
[redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com, regarding Mr. [redacted]. You said that our employees made a promise by phone that was not honored. You requested that we provide you with copies of all correspondence between Mr. [redacted] and DISH Network and any written agreements. When we spoke by phone you told me that Mr. [redacted] was offered a 12-month discount, making his rate $58.99. I reviewed the call recording that took place on May 7, 2015, and I found that our agent offered a $20.00 monthly credit for ten months which Mr. [redacted] accepted. As a courtesy, I added a $20.00 credit to Mr. [redacted]’s account for the next two months. I advised you that I can provide you with copies of Mr. [redacted]’s signed agreements. However, the phone call recordings can only be obtained by subpoena. You may send the subpoena to: Fax: 720-514-6359 Attn: Subpoena Request Mail: DISH Network LLC Attn: Subpoena Request PO Box 6655 Englewood, CO 80155 Please note that the processing time for a subpoena is three to four weeks. 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] Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: As I said in the first rejection, I was not just inconvenience it cost $10.50 for shipping/repackaging. I sent back the $20 power strip as well and received no credit for that. Since my first complaint and first rejection, I have continued to receive robo telephone calls from DISH network offering me the same package you were unable to deliver initially. These calls come in the evening when I am trying to relax. The last call I received was 6/09/16 and I explained to the young lady that I had already ask 4 different times to be placed on the do not call list. Your company had better get their act together. My next call will be to the Florida attorney general for harassment.
Sincerely,
[redacted]
August 5, 2016 Dear Ms. [redacted]: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com. You said that you contacted our customer service to have your information removed from our system as you have...
been getting unwanted mail from us, but your request was denied. You requested that we remove your information from our system. I have processed your request and it can take eight weeks to be completed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
November 30, 2016[redacted]Re: Revdex.com Complaint # [redacted]Dear Mrs. [redacted]:On November 29, 2016, we received your complaint, dated November 28, 2016, filed with the Revdex.com.You said you canceled your...
service on October 1, 2016, because of signal loss due to rain. You disputed the payments collected through Credit Card AutoPay (CCA) after this date and the early termination fee. In addition, you provided feedback regarding your customer service experience. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. We disclose weather-related outages in our Customer Residential Agreement at www.dish.com/legal. When we spoke today, I advised you that I reviewed the recorded call from September 29, 2016. I found that you reported signal loss and requested to cancel the service. However, Mr. [redacted] took over the conversation and he agreed to schedule a technician visit to address the signal concerns. Our records show that you canceled the technician visit on October 1, 2016. While the appointment was canceled with the technician, we have no record that you called customer service to cancel the TV service. You disagreed and terminated the call. I reviewed your call from October 26, 2016. Our agent was unable to provide full disclosures for the disconnection, as Mr. [redacted] ended the call. As a result, the account remained active. Your account was disconnected on November 28, 2016. I reviewed the call from this date and found that our agent advised Mr. [redacted] of the history of your account. Mr. [redacted] again ended the call before the proper disconnection disclosures could be given. Nevertheless, our agent disconnected the service. I made an exception and applied a credit of $97.74 to your account for one month of service.Because your service was disconnected prior to the promotional fulfillment date, you were billed $400.00 for an early termination fee. I enclosed a copy of your signed Digital Home Advantage agreement for your records. In the interest of coming to an agreement, I also reduced the early termination fee to $200.00. The programming credit of $97.74 was applied toward the early termination fee. We ask that the balance of $88.56 be paid. I found that our agents addressed your concerns in a professional m[redacted]r. We appreciate your feedback and 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]Enclosurecc: Denver / Boulder Revdex.com 3**1 E. Florida Avenue, Suite 350 Denver, CO **210 [redacted]
March 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your correspondence, dated March 8, 2016, filed with the Revdex.com. You stated that your homeowners’ association no longer allows satellite dishes on your property. Your DISH Network satellite dish was removed. You requested that your account be disconnected and that your early termination fee be waived. When we spoke today, I agreed to waive your early termination fee as a courtesy, and I disconnected your account. You accepted this resolution. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change. 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]
May 6, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 4, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com. You expressed concern with the balance of $538.45 that was reported to collections by DISH Network. You maintain that you were told your account would be closed at no charge because of the installation issues with your landlord’s home. You would like the balance removed. Your service was activated on February 25, 2014, with a 24-month commitment. I’ve enclosed a copy for your review. I also enclosed a copy of the service agreement, wherein you agreed and accepted the installation. On February 25, 2014, you contacted us to inform us that your neighbor’s DIRECTV line was cut by our technician. At that time, you were told that we were unable to resolve the issue, as our technicians are not trained to install non-DISH Network services. You contacted us again on February 26, 2014, requesting a technician because your line was cut when your neighbor’s DIRECTV line was repaired. A technician visit was completed on February 27, 2014, to resolve this matter. No additional installation issues were reported. Our records show that you contacted us on May 4, 2014, to cancel your service because of your dissatisfaction with sporting blackouts. At that time, you were told that an early termination fee would apply and you accepted our representative’s offer to place your service on DISH Pause on May 24, 2014. Please be advised that DISH Pause does not count towards the term commitment--it actually extends the term commitment by the number of months the service is paused. Although DISH Pause is $5.00 a month, the representative waived the monthly fee for nine months. A confirmation email regarding DISH Pause was sent to you at [email protected] on May 24, 2014. DISH Pause was automatically removed on February 24, 2015, because the allowed time frame had been exceeded. At that time, your previous service was restored. Notification of the removal was sent to the email address above. When you contacted us on April 12, 2015, you were again advised that an early termination fee would apply if your service was disconnected. A representative from our Office of the President offered to place your service back on DISH Pause and apply a one-time credit of $100.00 for the past service charges. You accepted. The credit and service changes left your account with a balance of $111.09. Since we did not receive a payment, your service was interrupted for non-payment on May 21, 2015. An early termination fee of $400.00 was applied for the non-fulfillment of your term commitment. You were also charged two $10.00 box return fees, bringing your total balance to $538.45. Enclosed are copies of the billing statements that we sent on June 20, 2015, and July 20, 2015. On July 30, 2015, you called us regarding the collection notice that you received and the balance was explained to you at that time. When I spoke with you by phone on May 5, 2016, I advised you that we are unable to honor your request to remove the charges, as they are valid. 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]
*
[redacted] Dear Ms. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You expressed concern with the interruption of your DISH Network service. You indicated that you were unable to make a check payment even though your financial institution confirmed there were no issues on their end. You also stated that you are receiving a service interruption message on your screen even though you made a payment. Your service was activated on August 23, 2014, with a 24-month commitment through our Flex 24 promotion. This is a pay-in-advance promotion that requires your monthly payment to be received on or before the due date. Your due date is on the 21st of each month. Our records confirm that you attempted to make a check payment for the balance of $76.09 on June 21 and 22, 2016; however, the payment was declined. Since a payment was not received, your service was interrupted for non-payment on June 23, 2016. As a courtesy, a $40.00 credit was applied to your account on June 22, 2016. Your service was restarted on June 23, 2016, when the remaining balance of $36.09 was paid. When I spoke with you by phone today, I advised you that we are unable to confirm the reason your check payments were declined. Please contact your bank for additional information. Additionally, you expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because the customer service is still very poor and Dish only supports its employees. They're not supportive of the customer and our complaints.
Sincerely,
[redacted]
[redacted] Dear Mrs. [redacted]: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You indicated that you are not receiving the monthly rate of $49.00 that was promised. You also stated that you were told you would keep the same channels. Our records reveal that your package was changed from the America’s Top 200 ($79.99) to Latino Plus ($47.99) on February 24, 2016. A monthly credit of $12.00 was applied to your account for ten months, making your monthly rate $45.99 plus tax (includes $5.00 bundle credit). Additionally, HBO and Cinemax were added to your account free for six months. When I spoke with you by phone on March 4, 2016, I offered to change your package back to the America’s Top 200 and apply a credit of $33.00 for ten months. This will total a monthly credit of $45.00 for ten months and make your monthly rate $44.99 plus tax. I also added Starz free for three months. Please be advised that only the monthly credits are guaranteed because our prices are subject to change. Once the credits end, you will be billed the regular monthly rate. You also disputed the monthly fee of $5.00 that was previously applied to your account. Per your promotion, a $5.00 a month no phone line fee is charged to a customer’s DISH Network account for each dual tuner receiver on the account. The fee can be waived on a monthly basis for each receiver that is continuously connected to a landline. This fee was removed from your account on July 14, 2014. Although we do not show that any credits were promised for the phone line fee, a monthly credit of $40.00 was applied toward your service charges for 12 months on July 14, 2014. An additional $10.00 monthly credit was applied to your account for six months on May 22, 2015. 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]
Complaint: [redacted]
I am rejecting this response because:It is not true. When I called DISH they would not tell me whether or not they service the new house that I was moving to unless I paid a fee, which I refused to pay. Furthermore, I had DISH as BUNDLE with [redacted] on the same BILL every month. I disconnected the [redacted] services which INCLUDED DISH. [redacted] continued to produce bills after the disconnection and that is why it FALSELY appeared that I owed DISH money. I do not owe DISH network money. They made this whole thing up. None of it is true. If they are going to offer a bundle with [redacted] and I pay ONE bill to [redacted], then it would only make sense to customers of the [redacted] bundle with DISH that one phone call is needed for disconnection. This is really absolutely ridiculous, inefficient, not intelligent and bad business.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You indicated that your billing statement did not reflect the billing address of [redacted] and it was required in order to receive the $100.00 gift card. You expressed concern with the information provided by the customer service agents. This account was activated through Infinity Sales Group, an independent retailer, on November 25, 2017. Your first billing statement generated on December 1, 2017, after the service was installed and activated. The bill generated with the information provided at the time of sale. On December 17, 2017, you logged into your online account to add a billing address but by that time, the monthly bill had already generated and it would not take effect until your next billing statement. Your January 1, 2017, billing statement (copy enclosed) reflects a billing address of [redacted]. Our records indicate that on December 26, 2017, you were advised that the information was updated and that it would take effect on your January 1, 2017, billing statement. Please note that to view your monthly billing statements, you may log onto your online account. All billing statements are available on the My Bill History tab on the left side of the screen. When I spoke with you by telephone today, I advised you that when you removed your billing from eBill on December 26, 2017, you forfeited the $5.00 monthly eAutopay credit. I re-enrolled you with eBilling so that you would continue to receive the discount. I apologize for the confusion. With regard to the $100.00 gift card, please refer to Infinity Sales Group as this is not a DISH Network offer. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 1, 2016 Dear Ms. [redacted]: On October 31, 2016, we received your complaint, dated October 28, 2016, filed with the Revdex.com. You stated that you recently added the dishNET internet service to your DISH Network account. You did not...
receive the service or pricing that you were promised. This led you to disconnect your services. You have been charged an early termination fee for the internet disconnection, and you requested that this fee be waived and your account balance be resolved. When we spoke on October 31, 2016, I agreed to resolve the early termination fee and account balance, as a courtesy. You accepted this resolution. We strive to provide excellent service, and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
[redacted] Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. You said that when you canceled your DISH Network service, you had a zero balance. You disputed the collection attempts and you requested a refund. When we spoke today, I advised you that the balance of $77.60 is for service rendered by dishNET Wireline. Nevertheless, I removed the balance from your account. As of March 22, 2016, your DISH Network account is at a zero balance. A refund of $77.60 was applied to your credit card account ending in 1065 on March 24, 2016. This information will be updated with the credit bureaus; please allow eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Dear Mr. [redacted]: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com. You said you returned the leased equipment and you have yet to receive a refund. I attempted to reach you at ###-###-#### on January 8, 11 and 12, 2016. I left three voice messages. While the equipment was returned on December 2, 2015, our system will not automatically generate a refund. As a result, the refund was not submitted on this date. The refund of $347.00 was applied to your credit card account ending in 1007 on December 31, 2015. This refund is the amount that was previously collected for the unreturned equipment We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
April 21, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On April 18, 2017, we received your complaint, dated April 17, 2017, filed with the Revdex.com. You stated that when you purchased your DISH Network service from [redacted], an independent retail service provider, you failed to provide them with your “switchnow” offer code so you could receive your $200.00 gift card. You contacted DISH Network directly prior to completing the service installation and requested that the code be added to your pending work order. Although, you were assured that the code was added, you never received the gift card. Your attempts to resolve the matter have been unsuccessful and you would like the offer honored. When we spoke on April 18, 2017, I confirmed that DISH Network applied a $100.00 credit to your account to assist in compensation for the offer. I advised you that we would contact [redacted] and request that your gift card offer be honored. When we spoke today, I informed you that [redacted] was unable to honor the offer, as the offer code was not provided during the original transaction. However, as a courtesy, I agreed to provide you with an additional $100.00 credit to complete the offer. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 13, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 12, 2015, we received your correspondence, dated May 11, 2015, filed with the...
Revdex.com.
You stated that you recently purchased DISH Network service for your home. You were displeased with the service and understood that you had 30 days to disconnect without penalty. You have been charged a $460.00 early termination fee. You requested that this fee be refunded.
When we spoke today, I explained that we do not offer a 30-day trial period. We also reviewed the sales call and there was no mention of it. The contract signed when the service was installed was for a 24-month commitment; however, as a courtesy, I offered to discount the fee $200.00. I issued a $200.00 refund. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
October 2, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September 28,...
2015, filed with the Revdex.com. My attempts to reach you by phone on September 30 and October 1 and 2, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you are due a credit and refund for six days you were charged for service but didn't receive it.
I have applied a credit for five days of service which is for the 25, 26, 27, 28 and 29 of September 2015. You will receive a refund of $18.74 within the next seven to ten business days.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 27, 2016 Ms. [redacted].[redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network and [redacted] accounts. When we spoke, I attempted to explain that a review of your calls to DISH Network revealed no requests to disconnect your account. You contacted us on June 22, 2016, to ask about bundling your TV account with a new internet provider. The agent with whom you spoke provided you with the phone numbers for [redacted] and [redacted] and you indicated that you would contact them about having internet service at your new address. We received no further calls concerning your account and disconnecting your DISH Network account was not discussed at all. As we received no request to disconnect your account, it remained active until November 6, 2016, when it was disconnected due to non-payment. As such, we are unable to waive your $99.84 balance. Please note that I do not have access to [redacted]’s billing, so you must contact them directly concerning their balance. At your request, I contacted the collection company to request that they cease contact with you. 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: 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]
Complaint: [redacted]
I am rejecting this response because: I was little upset after the work was completed. I called Mr Scott to let him know what was all done and it seemed like I was bothering him. This was rather rude to me. I also inquired a charge of $50 for a card that I was told they didn't need. I have stuck by Dish with issue that came to me. I love the Hooper and the fact that I don't have record prime time.
Sincerely,
[redacted]
April 1, 2016 [redacted]
[redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com, regarding Mr. [redacted]. You said that our employees made a promise by phone that was not honored. You requested that we provide you with copies of all correspondence between Mr. [redacted] and DISH Network and any written agreements. When we spoke by phone you told me that Mr. [redacted] was offered a 12-month discount, making his rate $58.99. I reviewed the call recording that took place on May 7, 2015, and I found that our agent offered a $20.00 monthly credit for ten months which Mr. [redacted] accepted. As a courtesy, I added a $20.00 credit to Mr. [redacted]’s account for the next two months. I advised you that I can provide you with copies of Mr. [redacted]’s signed agreements. However, the phone call recordings can only be obtained by subpoena. You may send the subpoena to: Fax: 720-514-6359 Attn: Subpoena Request Mail: DISH Network LLC Attn: Subpoena Request PO Box 6655 Englewood, CO 80155 Please note that the processing time for a subpoena is three to four weeks. 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] Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: As I said in the first rejection, I was not just inconvenience it cost $10.50 for shipping/repackaging. I sent back the $20 power strip as well and received no credit for that. Since my first complaint and first rejection, I have continued to receive robo telephone calls from DISH network offering me the same package you were unable to deliver initially. These calls come in the evening when I am trying to relax. The last call I received was 6/09/16 and I explained to the young lady that I had already ask 4 different times to be placed on the do not call list. Your company had better get their act together. My next call will be to the Florida attorney general for harassment.
Sincerely,
[redacted]
August 5, 2016 Dear Ms. [redacted]: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com. You said that you contacted our customer service to have your information removed from our system as you have...
been getting unwanted mail from us, but your request was denied. You requested that we remove your information from our system. I have processed your request and it can take eight weeks to be completed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
November 30, 2016[redacted]Re: Revdex.com Complaint # [redacted]Dear Mrs. [redacted]:On November 29, 2016, we received your complaint, dated November 28, 2016, filed with the Revdex.com.You said you canceled your...
service on October 1, 2016, because of signal loss due to rain. You disputed the payments collected through Credit Card AutoPay (CCA) after this date and the early termination fee. In addition, you provided feedback regarding your customer service experience. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. We disclose weather-related outages in our Customer Residential Agreement at www.dish.com/legal. When we spoke today, I advised you that I reviewed the recorded call from September 29, 2016. I found that you reported signal loss and requested to cancel the service. However, Mr. [redacted] took over the conversation and he agreed to schedule a technician visit to address the signal concerns. Our records show that you canceled the technician visit on October 1, 2016. While the appointment was canceled with the technician, we have no record that you called customer service to cancel the TV service. You disagreed and terminated the call. I reviewed your call from October 26, 2016. Our agent was unable to provide full disclosures for the disconnection, as Mr. [redacted] ended the call. As a result, the account remained active. Your account was disconnected on November 28, 2016. I reviewed the call from this date and found that our agent advised Mr. [redacted] of the history of your account. Mr. [redacted] again ended the call before the proper disconnection disclosures could be given. Nevertheless, our agent disconnected the service. I made an exception and applied a credit of $97.74 to your account for one month of service.Because your service was disconnected prior to the promotional fulfillment date, you were billed $400.00 for an early termination fee. I enclosed a copy of your signed Digital Home Advantage agreement for your records. In the interest of coming to an agreement, I also reduced the early termination fee to $200.00. The programming credit of $97.74 was applied toward the early termination fee. We ask that the balance of $88.56 be paid. I found that our agents addressed your concerns in a professional m[redacted]r. We appreciate your feedback and 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]Enclosurecc: Denver / Boulder Revdex.com 3**1 E. Florida Avenue, Suite 350 Denver, CO **210 [redacted]
March 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your correspondence, dated March 8, 2016, filed with the Revdex.com. You stated that your homeowners’ association no longer allows satellite dishes on your property. Your DISH Network satellite dish was removed. You requested that your account be disconnected and that your early termination fee be waived. When we spoke today, I agreed to waive your early termination fee as a courtesy, and I disconnected your account. You accepted this resolution. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change. 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]
May 6, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 4, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com. You expressed concern with the balance of $538.45 that was reported to collections by DISH Network. You maintain that you were told your account would be closed at no charge because of the installation issues with your landlord’s home. You would like the balance removed. Your service was activated on February 25, 2014, with a 24-month commitment. I’ve enclosed a copy for your review. I also enclosed a copy of the service agreement, wherein you agreed and accepted the installation. On February 25, 2014, you contacted us to inform us that your neighbor’s DIRECTV line was cut by our technician. At that time, you were told that we were unable to resolve the issue, as our technicians are not trained to install non-DISH Network services. You contacted us again on February 26, 2014, requesting a technician because your line was cut when your neighbor’s DIRECTV line was repaired. A technician visit was completed on February 27, 2014, to resolve this matter. No additional installation issues were reported. Our records show that you contacted us on May 4, 2014, to cancel your service because of your dissatisfaction with sporting blackouts. At that time, you were told that an early termination fee would apply and you accepted our representative’s offer to place your service on DISH Pause on May 24, 2014. Please be advised that DISH Pause does not count towards the term commitment--it actually extends the term commitment by the number of months the service is paused. Although DISH Pause is $5.00 a month, the representative waived the monthly fee for nine months. A confirmation email regarding DISH Pause was sent to you at [email protected] on May 24, 2014. DISH Pause was automatically removed on February 24, 2015, because the allowed time frame had been exceeded. At that time, your previous service was restored. Notification of the removal was sent to the email address above. When you contacted us on April 12, 2015, you were again advised that an early termination fee would apply if your service was disconnected. A representative from our Office of the President offered to place your service back on DISH Pause and apply a one-time credit of $100.00 for the past service charges. You accepted. The credit and service changes left your account with a balance of $111.09. Since we did not receive a payment, your service was interrupted for non-payment on May 21, 2015. An early termination fee of $400.00 was applied for the non-fulfillment of your term commitment. You were also charged two $10.00 box return fees, bringing your total balance to $538.45. Enclosed are copies of the billing statements that we sent on June 20, 2015, and July 20, 2015. On July 30, 2015, you called us regarding the collection notice that you received and the balance was explained to you at that time. When I spoke with you by phone on May 5, 2016, I advised you that we are unable to honor your request to remove the charges, as they are valid. 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]
*
June 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You expressed concern with the interruption of your DISH Network service. You indicated that you were unable to make a check payment even though your financial institution confirmed there were no issues on their end. You also stated that you are receiving a service interruption message on your screen even though you made a payment. Your service was activated on August 23, 2014, with a 24-month commitment through our Flex 24 promotion. This is a pay-in-advance promotion that requires your monthly payment to be received on or before the due date. Your due date is on the 21st of each month. Our records confirm that you attempted to make a check payment for the balance of $76.09 on June 21 and 22, 2016; however, the payment was declined. Since a payment was not received, your service was interrupted for non-payment on June 23, 2016. As a courtesy, a $40.00 credit was applied to your account on June 22, 2016. Your service was restarted on June 23, 2016, when the remaining balance of $36.09 was paid. When I spoke with you by phone today, I advised you that we are unable to confirm the reason your check payments were declined. Please contact your bank for additional information. Additionally, you expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because the customer service is still very poor and Dish only supports its employees. They're not supportive of the customer and our complaints.
Sincerely,
[redacted]
March 7, 2016 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You indicated that you are not receiving the monthly rate of $49.00 that was promised. You also stated that you were told you would keep the same channels. Our records reveal that your package was changed from the America’s Top 200 ($79.99) to Latino Plus ($47.99) on February 24, 2016. A monthly credit of $12.00 was applied to your account for ten months, making your monthly rate $45.99 plus tax (includes $5.00 bundle credit). Additionally, HBO and Cinemax were added to your account free for six months. When I spoke with you by phone on March 4, 2016, I offered to change your package back to the America’s Top 200 and apply a credit of $33.00 for ten months. This will total a monthly credit of $45.00 for ten months and make your monthly rate $44.99 plus tax. I also added Starz free for three months. Please be advised that only the monthly credits are guaranteed because our prices are subject to change. Once the credits end, you will be billed the regular monthly rate. You also disputed the monthly fee of $5.00 that was previously applied to your account. Per your promotion, a $5.00 a month no phone line fee is charged to a customer’s DISH Network account for each dual tuner receiver on the account. The fee can be waived on a monthly basis for each receiver that is continuously connected to a landline. This fee was removed from your account on July 14, 2014. Although we do not show that any credits were promised for the phone line fee, a monthly credit of $40.00 was applied toward your service charges for 12 months on July 14, 2014. An additional $10.00 monthly credit was applied to your account for six months on May 22, 2015. 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]
Complaint: [redacted]
I am rejecting this response because:It is not true. When I called DISH they would not tell me whether or not they service the new house that I was moving to unless I paid a fee, which I refused to pay. Furthermore, I had DISH as BUNDLE with [redacted] on the same BILL every month. I disconnected the [redacted] services which INCLUDED DISH. [redacted] continued to produce bills after the disconnection and that is why it FALSELY appeared that I owed DISH money. I do not owe DISH network money. They made this whole thing up. None of it is true. If they are going to offer a bundle with [redacted] and I pay ONE bill to [redacted], then it would only make sense to customers of the [redacted] bundle with DISH that one phone call is needed for disconnection. This is really absolutely ridiculous, inefficient, not intelligent and bad business.
Sincerely,
[redacted]
January 5, 2018 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You indicated that your billing statement did not reflect the billing address of [redacted] and it was required in order to receive the $100.00 gift card. You expressed concern with the information provided by the customer service agents. This account was activated through Infinity Sales Group, an independent retailer, on November 25, 2017. Your first billing statement generated on December 1, 2017, after the service was installed and activated. The bill generated with the information provided at the time of sale. On December 17, 2017, you logged into your online account to add a billing address but by that time, the monthly bill had already generated and it would not take effect until your next billing statement. Your January 1, 2017, billing statement (copy enclosed) reflects a billing address of [redacted]. Our records indicate that on December 26, 2017, you were advised that the information was updated and that it would take effect on your January 1, 2017, billing statement. Please note that to view your monthly billing statements, you may log onto your online account. All billing statements are available on the My Bill History tab on the left side of the screen. When I spoke with you by telephone today, I advised you that when you removed your billing from eBill on December 26, 2017, you forfeited the $5.00 monthly eAutopay credit. I re-enrolled you with eBilling so that you would continue to receive the discount. I apologize for the confusion. With regard to the $100.00 gift card, please refer to Infinity Sales Group as this is not a DISH Network offer. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 1, 2016 Dear Ms. [redacted]: On October 31, 2016, we received your complaint, dated October 28, 2016, filed with the Revdex.com. You stated that you recently added the dishNET internet service to your DISH Network account. You did not...
receive the service or pricing that you were promised. This led you to disconnect your services. You have been charged an early termination fee for the internet disconnection, and you requested that this fee be waived and your account balance be resolved. When we spoke on October 31, 2016, I agreed to resolve the early termination fee and account balance, as a courtesy. You accepted this resolution. We strive to provide excellent service, and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
March 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. You said that when you canceled your DISH Network service, you had a zero balance. You disputed the collection attempts and you requested a refund. When we spoke today, I advised you that the balance of $77.60 is for service rendered by dishNET Wireline. Nevertheless, I removed the balance from your account. As of March 22, 2016, your DISH Network account is at a zero balance. A refund of $77.60 was applied to your credit card account ending in 1065 on March 24, 2016. This information will be updated with the credit bureaus; please allow eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
[redacted]
*
*
*
[redacted]
[redacted]
[redacted] [redacted]
*
[redacted] [redacted] [redacted]
[redacted] ...
Dear Mr. [redacted]: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com. You said you returned the leased equipment and you have yet to receive a refund. I attempted to reach you at ###-###-#### on January 8, 11 and 12, 2016. I left three voice messages. While the equipment was returned on December 2, 2015, our system will not automatically generate a refund. As a result, the refund was not submitted on this date. The refund of $347.00 was applied to your credit card account ending in 1007 on December 31, 2015. This refund is the amount that was previously collected for the unreturned equipment We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
April 21, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On April 18, 2017, we received your complaint, dated April 17, 2017, filed with the Revdex.com. You stated that when you purchased your DISH Network service from [redacted], an independent retail service provider, you failed to provide them with your “switchnow” offer code so you could receive your $200.00 gift card. You contacted DISH Network directly prior to completing the service installation and requested that the code be added to your pending work order. Although, you were assured that the code was added, you never received the gift card. Your attempts to resolve the matter have been unsuccessful and you would like the offer honored. When we spoke on April 18, 2017, I confirmed that DISH Network applied a $100.00 credit to your account to assist in compensation for the offer. I advised you that we would contact [redacted] and request that your gift card offer be honored. When we spoke today, I informed you that [redacted] was unable to honor the offer, as the offer code was not provided during the original transaction. However, as a courtesy, I agreed to provide you with an additional $100.00 credit to complete the offer. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]