May 18, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On May 18, 2016, we received your complaint, dated May 13, 2016, filed with the Revdex.com You said that your DISH Network account was not closed when you requestedYou are disputing the current balance on your accountYou asked that your account be closed and that all charges be removed When we spoke by phone, I told you that our records reflect that when you called in February to close your account, the call was terminated before our agent could complete the process and provide you with the final disclosuresHowever, I agreed to close your account and waive all chargesI also 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 [redacted]
October 21, Dear Ms [redacted] : On October 19, 2016, we received your complaint, dated October 17, 2016, filed with the Revdex.com You expressed concern regarding being told that you would be charged a $early termination fee if you closed your accountYou said that you were not advised of a term commitment when you added a receiver to your home When we spoke, I advised you that I would waive the early termination fee, and apply a $account credit for the time you were without the serviceI disconnected your account, per your request, and provided you with our equipment return disclosures 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ September 10, Mr [redacted] St Littleton, CO XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 9, 2015, we received your complaint, dated September 8, 2015, filed with the Revdex.com You said that you are being charged an early termination fee for your TV service after you had the service for three years When we spoke I informed you that your contract was for months; however, you paused your service from February 7, 2013, to November 9, 2013, and again from November 11, 2013, to July 18, Your contractual commitment is extended by the number of months your service is pausedI enclosed a copy of your contract and highlighted the Service of Suspension conditionWe consider the early termination fee of $to be accurate You also said that you are being charged an early termination fee for your internet service and that no contract was ever signed I advised you that although there is no physical contract for the internet service, when it was installed you were required to agree to the terms and conditions of the internet agreement online before being able to use your internetNevertheless, as a courtesy, we have waived the $early termination fee for the internet service 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:a.mto 2:p.mMDT (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
March 9, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 8, 2016, we received your rebuttal, dated March 5, 2016, filed with the Revdex.com You indicated that my response was unclear and you requested clarification on my offer As we discussed, I waived your early termination fee as a courtesy and I offered to credit your DISH Network account up to $for you to have a technician inspect your TV Please note that you requested additional compensation for your time and I advised you that as several technicians found nothing wrong with your DISH Network equipment, we are unable to provide you with additional compensation Please note that your account has been active seven years 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/10/02) */ September 25, Mr [redacted] Granite Falls, NC XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 23, 2015, we received your correspondence, dated September 22, 2015, filed with the Revdex.com You stated that you received a credit report notification that indicated that you had a $outstanding balance owed to DISH Network on your disconnected accountWhen you contacted DISH Network about the charge, you were told it was for unreturned leased equipmentYou were later informed it was for your early termination feeYou requested that this balance be resolved and removed from your credit reportAdditionally, you indicated that this matter has delayed your purchase of a new home and you requested $compensation My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on September 23, and 25, 2015, were unsuccessfulHowever, I was able to leave a message and my contact information at (XXX) XXX-XXXXI also sent an email to you at [redacted] @gmail.com and [redacted] @gmail.com (copy enclosed), but I have not received a response I confirmed that the $balance owed is for your early termination feeUpon retrieving a copy of your contract, I determined that the signature was not successfully captured on the electronic tablet and as a courtesy, I waived your early termination feeAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausI am unable to meet your request for additional compensation If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ July 30, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Revdex.com You said that when you received a copy of your contract it didn't contain your signatureYou requested that you be released from your contract and your billing be backdated to March When we spoke by phone, I advised you that I will release you from your contract and waive your early termination and box return feesHowever, your request for your bill to be backdated is deniedYou agreed to my resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ October 3, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 25, 2015, we received your correspondence, dated September 24, 2015, filed with the Revdex.com You said you had a house fire in January 2013, and you maintain you are being billed for service after this date I attempted to reach you at (XXX) XXX-XXXX on September and 30, 2015, and October 1, I left three voice messagesAlthough you returned my call, we were unable to speak directly Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentI have enclosed a copy of your signed DHA agreement for your recordsBecause your service was disconnected prior to the promotional fulfillment date, you were billed $(plus tax) for an early termination feeYou are not being billed for service I made an exception and reversed the early termination feeAs of September 28, 2015, your DISH Network account is at a zero balanceThis information will be removed from your credit reportPlease allow up to eight weeks for processing 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:am to 2:pm MST (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
Dear Ms [redacted] : On January 7, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.comYou indicated that your credit card account has continued to be debited for service after you requested that your service be disconnected in June 2015, and you would like a refund for six months of service ($498.00)You maintain that your DISH Network account records are incompleteYou also mentioned your dissatisfaction with a customer service representative, and that hold times were over minutesSince you were enrolled in our Credit Card AutoPay (CCA) option, authorization to automatically debit your credit card account for the amount due was providedI removed the credit card account information from your DISH Network accountThis account was activated on December 27, 2013, under the Digital Home Advantage (DHA) 24-month agreement and the agreement was fulfilled on December 26, (copy enclosed)Authorization to automatically debit your debit/credit card for the unreturned equipment and/or the early termination fee is provided in the DHA agreementWhen an account is accessed, the system automatically stamps the account with the date, how it was accessed and through which systemThis information cannot be deleted or misplacedA thorough investigation was completed on your claim In doing so, the past communications made on this account were reviewedOn June 22, 2015, at 1:pm, you called us to request that your service be disconnectedWhen the representative informed you that you were still within your commitment and that disconnection of your service would entail a $early termination fee, you suggested to him that you would talk to your renters about taking over your agreement, and you said you would call us backThere was no further contact from you until January 5, 2016, and the service remained activeA review of past call recordings revealed that on January 5, 2016, you advised the agent assisting you that you would contact your tenants to see if they were still using the service This implies the service was installed During another call with the account specialist on January 5, 2016, I found that the representative attempted to address all your questions in a professional and courteous mannerYou requested information on how to file a disputeShe gave you correct information by providing you with our customer email address ( [redacted] ) and the mailing address for the Dispute Resolution Department ( [redacted] ***)Please note that this information also appears on each one of your billing statementsYou may view your billing statements through your online accountThe hold times were no more than three to five minutes while the agent researched the information you requestedWe regret that a manager was not available during that phone callI apologize for this inconvenience and this will be addressed internallyTo receive your account records requires that you file a subpoenaYou may send it to: EchoStar Satellite LLC [redacted] Attn: Subpoena Request During the last phone call on January 5, 2016, you simply requested that the agent provide you with the date of your phone call in June You were offered a refund of $However, a refund of $was issued insteadTherefore, I submitted an additional refund of $to equal the $refund you were offeredAs service was provided, no refund is dueWhen I spoke with you by telephone today, you verified that the return boxes should be shipped to [redacted] ***Please return the Hopper and Joey receiver in the allotted amount of time to avoid unreturned equipment fees, and keep the return tracking numbers for your recordsIf 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
Dear Mr***: On January 7, 2016, we received your correspondence, dated January 6, 2016, filed with the Revdex.comYou stated that you have experienced issues with your DISH Network serviceYou indicated that your Joey is not functioning correctly, you experienced audio issues, and the service was unusable for three monthsAdditionally, our customer service did not meet your expectationsYou requested that your early termination fee be waived and your account balance be cleared, and you would like a refund for three months of serviceMy three attempts to contact you at ###-###-#### and ###-###-#### on January 11, and 15, 2016, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at [redacted] (copy enclosed)Your reply indicated that you were out of town and would respond when you returned, but I have not received a responseOur records indicate that a free technician visit was scheduled on December 28, 2015, rescheduled for January 11, 2016, and then cancelledAdditionally, our records do not reflect that these issues were reported to our technical support groupI did confirm that your early termination fee was waived on December 30, This allows you to disconnect without penaltyPlease contact me at your earliest convenience to address the service interruption you experiencedIf 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.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
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 meJust for the record, during the past months when I called DISH TV different times, I was never offered a upgrade to a Hopper machineThis didn't happen until I contacted the Revdex.comIt's baffling that DISH didn't offer me or possibly thousands of other customers, who up to a recent point in time, could no longer receive [redacted] streaming eitherAs I said before, I did have the streaming up to the time I discontinued service with DISHSix weeks later, I became a customer again, and the [redacted] service was not working for me and for the many other people - as they told meThey claimed it was an upgrade in services which had been going on for months.Now with the new Hopper machine, all has been solvedThank you Revdex.com and DISH TV Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ November 3, Ms [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 30, 2015, we received your correspondence, dated October 29, 2015, filed with the Revdex.com You stated that you experienced signal loss with your DISH Network serviceYour pole-mounted dish installation was not completedYou were unable to receive a technician visit when needed and this led you to seek another service providerYour account was not disconnected as you requested and you received a collection notice for $You requested that this balance be resolved and removed from collections When we spoke today, I agreed to waive your early termination fees and remove the unreturned equipment chargesI also waived the remaining programming balanceAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [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 meI appreciate the way Ana V***, upon DISH's behalf, handle my complaint and because of it, I would gladly return to DISH in the future when their offerings are more in line with my personal taste.In years with DISH, I never had any issues with the service itselfAll DISH equipment requested has been returned via UPS - Tracking number: [redacted] The equipment was delivered to DISH on Dec 28, according to UPS website Sincerely, [redacted]
April 11, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On April 11, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.comYou expressed further concern with your monthly bundled rateYou maintain that you are being overcharged for your DISH Network serviceYour monthly rate was $plus tax for the first months of serviceSince your promotional credits expired on January 21, 2015, and as we experienced a $price increase on January 14, 2016, you are now being billed $plus taxAs previously advised, DISH Network is unable to access [redacted] ’s billing system to confirm their monthly charges or your overall bundled rateYou also stated that you received an email from a DISH Network representative indicating that your monthly rate would be $Please be advised that Ms [redacted] is not a DISH Network employee--she is a [redacted] employeeOur records show that we received an email from you on March 24, 2015, regarding your billing concernsAt that time, you were contacted by Mr [redacted] from our officeMr [redacted] also forwarded your concerns to Ms [redacted] in order to review your [redacted] billingAs of March 1, 2016, your 24-month commitment with DISH Network was waivedYou are not obligated to DISH Network and you may disconnect your service at any time without penaltyIf 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.CPhone Hours: [redacted] -Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/04) */ April 30, Mr [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On April 30, 2015, we received your complaint, dated April 29, 2015, filed with the Revdex.com You expressed concern with the billing statements that you receivedYou indicated that you disconnected your service; however, it was restarted without your authorization Our records reveal that your service was disconnected on January 15, 2015, but it was restarted on January 18, Although you indicated at that time that you did not wish to have the service restarted, your account was left activeI apologize for this oversight Your service was disconnected on April 13, 2015, for non-paymentThe account was left with a programming balance of $You were also charged an early termination fee of $and a box return fee of $ On April 22, 2015, you were contacted by Ms [redacted] , from our Executive Escalations TeamShe removed the service charges, early termination fee and box return fee from your account and advised you that the equipment had to be returnedThe equipment was returned on April 24, As of this date, your account has a zero balance We strive to provide excellent service and regret that your experience was unfavorable 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:am - 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not understand why it took so long for Dish to correct their errorHowever, I am satisfied with the zero balance but will never use Dish and advise everyone I know to not use Dish Network
October 12, Dear Ms [redacted] : On October 6, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com You said that your monthly rate increased and that you were not advised that your receiver needed a new Smart Card in order to receive different programming packages You also expressed concern about the level of customer you received, and you requested a refund I attempted to reach you at ###-###-#### on October 10, 11, and, 12, 2016, and I left three voicemails As I explained in my last message, the Flex pack to which you referred in your complaint is a new package that has been available for around two months You contacted us on September 26, 2016, and the agent with whom your spoke offered the Flex pack but advised you of the need to update your Smart Card Please note that the Smart Card never prevented you from receiving any different packages As our records indicate that your billing is correct for the service that you received, we are unable to provide you with a refund We appreciate your feedback concerning your experience 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ August 20, ** [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear ** [redacted] : On August 19, 2015, we received your correspondence, dated August 18, 2015, filed with the Revdex.com You maintain you requested that the Credit Card AutoPay (CCA) be removed from your account and you disputed the payment of $You requested a refund and compensation for an overdraft fee When you established CCA you authorized DISH Network to access your credit card account every month to collect the balance dueWe have no record of any request for the removal of CCA You participated in the Digital Home Advantage (DHA) promotion with a 24-month commitmentBecause your service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination feeYou were also billed for two $box return fees for the return of the leased equipmentUnder the DHA promotion, the customer agrees to bear all costs and expense of the equipment returnThe payment of $includes these fees, plus tax I made an exception and reversed the early termination and box return fees from your accountI also submitted a refund of $Please allow five business days for processingWe are unable to honor your compensation request for an overdraft fee When we spoke today, you advised me that your account has been paid in full and you have no further concerns We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was given crdit back to my account
November 30, [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 feeIn addition, you provided feedback regarding your customer service experiencePlease note that weather conditions can affect the satellite signal When it rains or snows, you may lose your signal until the rain stopsWe disclose weather-related outages in our Customer Residential Agreement at www.dish.com/legalWhen we spoke today, I advised you that I reviewed the recorded call from September 29, I found that you reported signal loss and requested to cancel the serviceHowever, 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, While the appointment was canceled with the technician, we have no record that you called customer service to cancel the TV serviceYou disagreed and terminated the callI reviewed your call from October 26, Our agent was unable to provide full disclosures for the disconnection, as Mr [redacted] ended the callAs a result, the account remained activeYour account was disconnected on November 28, I reviewed the call from this date and found that our agent advised Mr [redacted] of the history of your accountMr [redacted] again ended the call before the proper disconnection disclosures could be givenNevertheless, our agent disconnected the serviceI made an exception and applied a credit of $to your account for one month of service.Because your service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination fee I enclosed a copy of your signed Digital Home Advantage agreement for your recordsIn the interest of coming to an agreement, I also reduced the early termination fee to $The programming credit of $was applied toward the early termination feeWe ask that the balance of $be paidI found that our agents addressed your concerns in a professional m***rWe 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:am to 2:pm MST [redacted] Enclosurecc: Denver / Boulder Revdex.com 3**EFlorida Avenue, Suite Denver, CO ** [redacted] ***
February 10, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 8, 2017, we received your complaint, dated February 6, 2017, filed with the Revdex.com You stated that you contacted DISH Network on December 4, 2016, to inquire about reducing your billYou were offered a 2-year price lock and quoted a monthly rate of $You have been billed at a higher rate and your attempts to correct the matter have been unsuccessfulAdditionally, the customer service you experienced did not meet your expectationsYou requested that your $price be honored When we spoke today, I advised you that I had reviewed the call recording, and the $price was referenced as the package priceYour additional monthly fees were not discussedAs a courtesy, I offered to provide you with a $monthly credit for months to match the $price quoteYou 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:pm to11:pm MDT, MON-FRI [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
March 13, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On March 9, 2018, we received your complaint, dated March 8, 2018, filed with the Revdex.com You said you moved from Florida and placed your account on DISH Pause, and that you were told there was no charge for this serviceYou expressed concern with the Move In-Deal installationYou also indicated you were required to replace your existing DVR equipment, and you disputed the DISH’n It Up (DIU) term commitmentYou stated you experienced technical issues and were unhappy with the serviceIn addition, you maintain that a technician damaged your floor When we spoke today, I informed you that our records reveal your account was placed on DISH Pause for nine months starting March 27, We provided a one-tine $credit to your account, which covered the $monthly pause fee for nine monthsBecause there was a balance due for service rendered, this credit was applied toward the account balanceI enclosed a copy of your April bill showing this credit When you called on August 11, 2016, a Move In-Deal was scheduled and our agent advised you of the $installation costAs a courtesy, the agent applied a credit of $to your accountOn August 12, 2018, the date of the installation, the technician stated that he replaced the DVR receiver with a different modelDuring this call, per your request, an additional receiver was added and you enrolled in the DIU equipment upgrade with a 24-month commitmentThis call recording revealed that the agent provided you with full disclosure for the DIU promotion, and you authorized the credit card qualificationI enclosed a copy of your signed DIU agreement You mentioned you were told you had days to cancel the serviceI explained that we do offer a trial period to cancel service without a penalty Our records show that you reported loss of signal on August 22, 2016, and a free technician visit was scheduled for August 23, We have no record that you reported technical issues after this date On September 13, 2016, per your request, the service was disconnectedDuring this call, you advised our agent that you went with another providerOur agent advised you of the early termination fee, the equipment return fee, and the balance due for service rendered When you called on September 26, 2016, you expressed concern with the balance due of $During this call our agent provided you with a $credit for the Move In-Deal and a $tax credit, leaving a balance due of $ A review of your call from October 2, 2016, revealed that you informed our agent that your new TV provider would pay the balance of $and you would pay the remaining balance due to DISH NetworkWe have no record that payments were made toward the balanceThe billing is accurate and no credit is warrantedPlease note that I requested that the collection agency cease contact We have no record that you reported damage to your home prior to receiving this correspondenceI opened a damage claim (number [redacted] )Mr [redacted] from the Corporate Field Resolutions Team will contact you directly 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.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-#### Enclosures (2) cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
January 25, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 22, 2018, we received your correspondence, dated January 21, 2018, filed with the Revdex.com You expressed dissatisfaction with your customer service experienceYou provided feedback regarding the installation and the equipment that was providedYou disputed the early termination fee Our records reveal that a technician visit was completed on January 22, 2018, and a Super Joey was installed When we spoke today, you stated that your concerns were resolvedAs a courtesy, I applied a one-month credit of $to your account for the America’s Top package We appreciate your feedback and I apologize for any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
May 18, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On May 18, 2016, we received your complaint, dated May 13, 2016, filed with the Revdex.com You said that your DISH Network account was not closed when you requestedYou are disputing the current balance on your accountYou asked that your account be closed and that all charges be removed When we spoke by phone, I told you that our records reflect that when you called in February to close your account, the call was terminated before our agent could complete the process and provide you with the final disclosuresHowever, I agreed to close your account and waive all chargesI also 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 [redacted]
October 21, Dear Ms [redacted] : On October 19, 2016, we received your complaint, dated October 17, 2016, filed with the Revdex.com You expressed concern regarding being told that you would be charged a $early termination fee if you closed your accountYou said that you were not advised of a term commitment when you added a receiver to your home When we spoke, I advised you that I would waive the early termination fee, and apply a $account credit for the time you were without the serviceI disconnected your account, per your request, and provided you with our equipment return disclosures 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ September 10, Mr [redacted] St Littleton, CO XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 9, 2015, we received your complaint, dated September 8, 2015, filed with the Revdex.com You said that you are being charged an early termination fee for your TV service after you had the service for three years When we spoke I informed you that your contract was for months; however, you paused your service from February 7, 2013, to November 9, 2013, and again from November 11, 2013, to July 18, Your contractual commitment is extended by the number of months your service is pausedI enclosed a copy of your contract and highlighted the Service of Suspension conditionWe consider the early termination fee of $to be accurate You also said that you are being charged an early termination fee for your internet service and that no contract was ever signed I advised you that although there is no physical contract for the internet service, when it was installed you were required to agree to the terms and conditions of the internet agreement online before being able to use your internetNevertheless, as a courtesy, we have waived the $early termination fee for the internet service 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:a.mto 2:p.mMDT (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
March 9, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 8, 2016, we received your rebuttal, dated March 5, 2016, filed with the Revdex.com You indicated that my response was unclear and you requested clarification on my offer As we discussed, I waived your early termination fee as a courtesy and I offered to credit your DISH Network account up to $for you to have a technician inspect your TV Please note that you requested additional compensation for your time and I advised you that as several technicians found nothing wrong with your DISH Network equipment, we are unable to provide you with additional compensation Please note that your account has been active seven years 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/10/02) */ September 25, Mr [redacted] Granite Falls, NC XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 23, 2015, we received your correspondence, dated September 22, 2015, filed with the Revdex.com You stated that you received a credit report notification that indicated that you had a $outstanding balance owed to DISH Network on your disconnected accountWhen you contacted DISH Network about the charge, you were told it was for unreturned leased equipmentYou were later informed it was for your early termination feeYou requested that this balance be resolved and removed from your credit reportAdditionally, you indicated that this matter has delayed your purchase of a new home and you requested $compensation My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on September 23, and 25, 2015, were unsuccessfulHowever, I was able to leave a message and my contact information at (XXX) XXX-XXXXI also sent an email to you at [redacted] @gmail.com and [redacted] @gmail.com (copy enclosed), but I have not received a response I confirmed that the $balance owed is for your early termination feeUpon retrieving a copy of your contract, I determined that the signature was not successfully captured on the electronic tablet and as a courtesy, I waived your early termination feeAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausI am unable to meet your request for additional compensation If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ July 30, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Revdex.com You said that when you received a copy of your contract it didn't contain your signatureYou requested that you be released from your contract and your billing be backdated to March When we spoke by phone, I advised you that I will release you from your contract and waive your early termination and box return feesHowever, your request for your bill to be backdated is deniedYou agreed to my resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ October 3, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 25, 2015, we received your correspondence, dated September 24, 2015, filed with the Revdex.com You said you had a house fire in January 2013, and you maintain you are being billed for service after this date I attempted to reach you at (XXX) XXX-XXXX on September and 30, 2015, and October 1, I left three voice messagesAlthough you returned my call, we were unable to speak directly Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentI have enclosed a copy of your signed DHA agreement for your recordsBecause your service was disconnected prior to the promotional fulfillment date, you were billed $(plus tax) for an early termination feeYou are not being billed for service I made an exception and reversed the early termination feeAs of September 28, 2015, your DISH Network account is at a zero balanceThis information will be removed from your credit reportPlease allow up to eight weeks for processing 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:am to 2:pm MST (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
Dear Ms [redacted] : On January 7, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.comYou indicated that your credit card account has continued to be debited for service after you requested that your service be disconnected in June 2015, and you would like a refund for six months of service ($498.00)You maintain that your DISH Network account records are incompleteYou also mentioned your dissatisfaction with a customer service representative, and that hold times were over minutesSince you were enrolled in our Credit Card AutoPay (CCA) option, authorization to automatically debit your credit card account for the amount due was providedI removed the credit card account information from your DISH Network accountThis account was activated on December 27, 2013, under the Digital Home Advantage (DHA) 24-month agreement and the agreement was fulfilled on December 26, (copy enclosed)Authorization to automatically debit your debit/credit card for the unreturned equipment and/or the early termination fee is provided in the DHA agreementWhen an account is accessed, the system automatically stamps the account with the date, how it was accessed and through which systemThis information cannot be deleted or misplacedA thorough investigation was completed on your claim In doing so, the past communications made on this account were reviewedOn June 22, 2015, at 1:pm, you called us to request that your service be disconnectedWhen the representative informed you that you were still within your commitment and that disconnection of your service would entail a $early termination fee, you suggested to him that you would talk to your renters about taking over your agreement, and you said you would call us backThere was no further contact from you until January 5, 2016, and the service remained activeA review of past call recordings revealed that on January 5, 2016, you advised the agent assisting you that you would contact your tenants to see if they were still using the service This implies the service was installed During another call with the account specialist on January 5, 2016, I found that the representative attempted to address all your questions in a professional and courteous mannerYou requested information on how to file a disputeShe gave you correct information by providing you with our customer email address ( [redacted] ) and the mailing address for the Dispute Resolution Department ( [redacted] ***)Please note that this information also appears on each one of your billing statementsYou may view your billing statements through your online accountThe hold times were no more than three to five minutes while the agent researched the information you requestedWe regret that a manager was not available during that phone callI apologize for this inconvenience and this will be addressed internallyTo receive your account records requires that you file a subpoenaYou may send it to: EchoStar Satellite LLC [redacted] Attn: Subpoena Request During the last phone call on January 5, 2016, you simply requested that the agent provide you with the date of your phone call in June You were offered a refund of $However, a refund of $was issued insteadTherefore, I submitted an additional refund of $to equal the $refund you were offeredAs service was provided, no refund is dueWhen I spoke with you by telephone today, you verified that the return boxes should be shipped to [redacted] ***Please return the Hopper and Joey receiver in the allotted amount of time to avoid unreturned equipment fees, and keep the return tracking numbers for your recordsIf 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
Dear Mr***: On January 7, 2016, we received your correspondence, dated January 6, 2016, filed with the Revdex.comYou stated that you have experienced issues with your DISH Network serviceYou indicated that your Joey is not functioning correctly, you experienced audio issues, and the service was unusable for three monthsAdditionally, our customer service did not meet your expectationsYou requested that your early termination fee be waived and your account balance be cleared, and you would like a refund for three months of serviceMy three attempts to contact you at ###-###-#### and ###-###-#### on January 11, and 15, 2016, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at [redacted] (copy enclosed)Your reply indicated that you were out of town and would respond when you returned, but I have not received a responseOur records indicate that a free technician visit was scheduled on December 28, 2015, rescheduled for January 11, 2016, and then cancelledAdditionally, our records do not reflect that these issues were reported to our technical support groupI did confirm that your early termination fee was waived on December 30, This allows you to disconnect without penaltyPlease contact me at your earliest convenience to address the service interruption you experiencedIf 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.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
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 meJust for the record, during the past months when I called DISH TV different times, I was never offered a upgrade to a Hopper machineThis didn't happen until I contacted the Revdex.comIt's baffling that DISH didn't offer me or possibly thousands of other customers, who up to a recent point in time, could no longer receive [redacted] streaming eitherAs I said before, I did have the streaming up to the time I discontinued service with DISHSix weeks later, I became a customer again, and the [redacted] service was not working for me and for the many other people - as they told meThey claimed it was an upgrade in services which had been going on for months.Now with the new Hopper machine, all has been solvedThank you Revdex.com and DISH TV Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ November 3, Ms [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 30, 2015, we received your correspondence, dated October 29, 2015, filed with the Revdex.com You stated that you experienced signal loss with your DISH Network serviceYour pole-mounted dish installation was not completedYou were unable to receive a technician visit when needed and this led you to seek another service providerYour account was not disconnected as you requested and you received a collection notice for $You requested that this balance be resolved and removed from collections When we spoke today, I agreed to waive your early termination fees and remove the unreturned equipment chargesI also waived the remaining programming balanceAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [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 meI appreciate the way Ana V***, upon DISH's behalf, handle my complaint and because of it, I would gladly return to DISH in the future when their offerings are more in line with my personal taste.In years with DISH, I never had any issues with the service itselfAll DISH equipment requested has been returned via UPS - Tracking number: [redacted] The equipment was delivered to DISH on Dec 28, according to UPS website Sincerely, [redacted]
April 11, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On April 11, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.comYou expressed further concern with your monthly bundled rateYou maintain that you are being overcharged for your DISH Network serviceYour monthly rate was $plus tax for the first months of serviceSince your promotional credits expired on January 21, 2015, and as we experienced a $price increase on January 14, 2016, you are now being billed $plus taxAs previously advised, DISH Network is unable to access [redacted] ’s billing system to confirm their monthly charges or your overall bundled rateYou also stated that you received an email from a DISH Network representative indicating that your monthly rate would be $Please be advised that Ms [redacted] is not a DISH Network employee--she is a [redacted] employeeOur records show that we received an email from you on March 24, 2015, regarding your billing concernsAt that time, you were contacted by Mr [redacted] from our officeMr [redacted] also forwarded your concerns to Ms [redacted] in order to review your [redacted] billingAs of March 1, 2016, your 24-month commitment with DISH Network was waivedYou are not obligated to DISH Network and you may disconnect your service at any time without penaltyIf 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.CPhone Hours: [redacted] -Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/04) */ April 30, Mr [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On April 30, 2015, we received your complaint, dated April 29, 2015, filed with the Revdex.com You expressed concern with the billing statements that you receivedYou indicated that you disconnected your service; however, it was restarted without your authorization Our records reveal that your service was disconnected on January 15, 2015, but it was restarted on January 18, Although you indicated at that time that you did not wish to have the service restarted, your account was left activeI apologize for this oversight Your service was disconnected on April 13, 2015, for non-paymentThe account was left with a programming balance of $You were also charged an early termination fee of $and a box return fee of $ On April 22, 2015, you were contacted by Ms [redacted] , from our Executive Escalations TeamShe removed the service charges, early termination fee and box return fee from your account and advised you that the equipment had to be returnedThe equipment was returned on April 24, As of this date, your account has a zero balance We strive to provide excellent service and regret that your experience was unfavorable 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:am - 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not understand why it took so long for Dish to correct their errorHowever, I am satisfied with the zero balance but will never use Dish and advise everyone I know to not use Dish Network
October 12, Dear Ms [redacted] : On October 6, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com You said that your monthly rate increased and that you were not advised that your receiver needed a new Smart Card in order to receive different programming packages You also expressed concern about the level of customer you received, and you requested a refund I attempted to reach you at ###-###-#### on October 10, 11, and, 12, 2016, and I left three voicemails As I explained in my last message, the Flex pack to which you referred in your complaint is a new package that has been available for around two months You contacted us on September 26, 2016, and the agent with whom your spoke offered the Flex pack but advised you of the need to update your Smart Card Please note that the Smart Card never prevented you from receiving any different packages As our records indicate that your billing is correct for the service that you received, we are unable to provide you with a refund We appreciate your feedback concerning your experience 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ August 20, ** [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear ** [redacted] : On August 19, 2015, we received your correspondence, dated August 18, 2015, filed with the Revdex.com You maintain you requested that the Credit Card AutoPay (CCA) be removed from your account and you disputed the payment of $You requested a refund and compensation for an overdraft fee When you established CCA you authorized DISH Network to access your credit card account every month to collect the balance dueWe have no record of any request for the removal of CCA You participated in the Digital Home Advantage (DHA) promotion with a 24-month commitmentBecause your service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination feeYou were also billed for two $box return fees for the return of the leased equipmentUnder the DHA promotion, the customer agrees to bear all costs and expense of the equipment returnThe payment of $includes these fees, plus tax I made an exception and reversed the early termination and box return fees from your accountI also submitted a refund of $Please allow five business days for processingWe are unable to honor your compensation request for an overdraft fee When we spoke today, you advised me that your account has been paid in full and you have no further concerns We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was given crdit back to my account
November 30, [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 feeIn addition, you provided feedback regarding your customer service experiencePlease note that weather conditions can affect the satellite signal When it rains or snows, you may lose your signal until the rain stopsWe disclose weather-related outages in our Customer Residential Agreement at www.dish.com/legalWhen we spoke today, I advised you that I reviewed the recorded call from September 29, I found that you reported signal loss and requested to cancel the serviceHowever, 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, While the appointment was canceled with the technician, we have no record that you called customer service to cancel the TV serviceYou disagreed and terminated the callI reviewed your call from October 26, Our agent was unable to provide full disclosures for the disconnection, as Mr [redacted] ended the callAs a result, the account remained activeYour account was disconnected on November 28, I reviewed the call from this date and found that our agent advised Mr [redacted] of the history of your accountMr [redacted] again ended the call before the proper disconnection disclosures could be givenNevertheless, our agent disconnected the serviceI made an exception and applied a credit of $to your account for one month of service.Because your service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination fee I enclosed a copy of your signed Digital Home Advantage agreement for your recordsIn the interest of coming to an agreement, I also reduced the early termination fee to $The programming credit of $was applied toward the early termination feeWe ask that the balance of $be paidI found that our agents addressed your concerns in a professional m***rWe 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:am to 2:pm MST [redacted] Enclosurecc: Denver / Boulder Revdex.com 3**EFlorida Avenue, Suite Denver, CO ** [redacted] ***
February 10, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 8, 2017, we received your complaint, dated February 6, 2017, filed with the Revdex.com You stated that you contacted DISH Network on December 4, 2016, to inquire about reducing your billYou were offered a 2-year price lock and quoted a monthly rate of $You have been billed at a higher rate and your attempts to correct the matter have been unsuccessfulAdditionally, the customer service you experienced did not meet your expectationsYou requested that your $price be honored When we spoke today, I advised you that I had reviewed the call recording, and the $price was referenced as the package priceYour additional monthly fees were not discussedAs a courtesy, I offered to provide you with a $monthly credit for months to match the $price quoteYou 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:pm to11:pm MDT, MON-FRI [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
March 13, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On March 9, 2018, we received your complaint, dated March 8, 2018, filed with the Revdex.com You said you moved from Florida and placed your account on DISH Pause, and that you were told there was no charge for this serviceYou expressed concern with the Move In-Deal installationYou also indicated you were required to replace your existing DVR equipment, and you disputed the DISH’n It Up (DIU) term commitmentYou stated you experienced technical issues and were unhappy with the serviceIn addition, you maintain that a technician damaged your floor When we spoke today, I informed you that our records reveal your account was placed on DISH Pause for nine months starting March 27, We provided a one-tine $credit to your account, which covered the $monthly pause fee for nine monthsBecause there was a balance due for service rendered, this credit was applied toward the account balanceI enclosed a copy of your April bill showing this credit When you called on August 11, 2016, a Move In-Deal was scheduled and our agent advised you of the $installation costAs a courtesy, the agent applied a credit of $to your accountOn August 12, 2018, the date of the installation, the technician stated that he replaced the DVR receiver with a different modelDuring this call, per your request, an additional receiver was added and you enrolled in the DIU equipment upgrade with a 24-month commitmentThis call recording revealed that the agent provided you with full disclosure for the DIU promotion, and you authorized the credit card qualificationI enclosed a copy of your signed DIU agreement You mentioned you were told you had days to cancel the serviceI explained that we do offer a trial period to cancel service without a penalty Our records show that you reported loss of signal on August 22, 2016, and a free technician visit was scheduled for August 23, We have no record that you reported technical issues after this date On September 13, 2016, per your request, the service was disconnectedDuring this call, you advised our agent that you went with another providerOur agent advised you of the early termination fee, the equipment return fee, and the balance due for service rendered When you called on September 26, 2016, you expressed concern with the balance due of $During this call our agent provided you with a $credit for the Move In-Deal and a $tax credit, leaving a balance due of $ A review of your call from October 2, 2016, revealed that you informed our agent that your new TV provider would pay the balance of $and you would pay the remaining balance due to DISH NetworkWe have no record that payments were made toward the balanceThe billing is accurate and no credit is warrantedPlease note that I requested that the collection agency cease contact We have no record that you reported damage to your home prior to receiving this correspondenceI opened a damage claim (number [redacted] )Mr [redacted] from the Corporate Field Resolutions Team will contact you directly 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.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-#### Enclosures (2) cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
January 25, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 22, 2018, we received your correspondence, dated January 21, 2018, filed with the Revdex.com You expressed dissatisfaction with your customer service experienceYou provided feedback regarding the installation and the equipment that was providedYou disputed the early termination fee Our records reveal that a technician visit was completed on January 22, 2018, and a Super Joey was installed When we spoke today, you stated that your concerns were resolvedAs a courtesy, I applied a one-month credit of $to your account for the America’s Top package We appreciate your feedback and I apologize for any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***