Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You said that you received a collections notice, but you have not received a bill to justify the charges. You requested proof that we attempted to collect the debt, and an explanation of the debt. You also asked that the debt be removed from your credit file. When we spoke, I informed you that dishNET Wireline did send statements in an attempt to collect the past-due balance. Enclosed are copies of the billing statements. They also include the charges and credits you received. You advised me that you spoke with a collection agency and agreed to settle the account for $77.31, but the remaining balance was never waived. I told you that I will waive the balance of $33.13 and have the debt removed from our collection agency and remove the debt from your credit report. Please allow up to eight weeks for the debt to be removed from your credit report. 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]
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 21, 2016, filed with the Revdex.com. You said that you were not advised that your monthly promotional credits would be forfeited when you paused your DISH Network service. When we spoke, I advised you that as you were not provided with all the pertinent information when you placed your account on pause, I waived your 24-month commitment. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
June 12, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]
* On June 7, 2017, we received your complaint, dated June 6, 2017, filed with the Revdex.com. You expressed concern with the calls that you received regarding the balance on your account. You stated that you have advised our Customer Service Department numerous times that you will make a payment on June 15, 2017. As you indicated that you are out of the country, I contacted you via email and provided you with the following information. Your DISH Network service was activated on October 18, 2016, with a 24-month commitment. Your service was placed on DISH Pause on April 4, 2017, for six months for $5.00 a month. Please be advised that DISH Pause does not count towards your term commitment and will extend it by the number of months your account is paused. Since we did not receive a payment for the DISH Pause service and/or the previous service charges, your service was interrupted for non-payment on April 15, 2017, and was fully disconnected on May 15, 2017. The calls that you are receiving are courtesy calls to avoid service disconnection and/or collection proceedings. Although I requested that your phone number be suppressed from our auto-dialer, this will take 30 days to process. An early termination fee of $380.00 was applied to your account for the non-fulfillment of your term commitment. We are unable to honor your request to provide an account credit for the calls you received. If you would like to restart your service, a payment will be required for the past-due amount on your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
*
[redacted] [redacted]
[redacted]
[redacted]
*
[redacted]
December 28, 2016 Mr. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 28, 2016, we received your complaint, dated December 27, 2016, filed with the Revdex.com. You said that when you removed the E-Bill from your account in order to receive a paper billing statement, you were not told that it would cost you the $10.00 discount you were receiving as part of your promotional offer. You asked that the credit be added back, and to receive a credit for the months you didn’t get the discount. When we spoke, I agreed to add the $10.00 monthly credit back until your contract expires without requiring that you have our autopay or E-Bill. I also applied a $50.00 credit to your account for the months you didn’t receive the $10.00 discount. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You stated that you were displeased with your current DISH Network programming package and monthly cost. You requested that your early termination fee be waived and that your service be disconnected. My attempts to address your concerns were unsuccessful. You indicated in your email response that you did not wish to discuss the matter. Our records indicate that you received the standard new customer promotional discount for 12 months with a 24-month contractual commitment. You reduced your programming packages when your discounts ended, to reduce cost. Unfortunately, the current package you selected ($19.99 a month) provides very limited programming. In addition to your new customer discounts, you received a $20.00 monthly credit for five months and you are currently receiving a $10.00 monthly credit for six months. There are seven months remaining in your contract. Should you decide to disconnect your service prior to completing your contractual commitment, your current prorated early termination fee is $140.00 If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/07/23) */
July 17, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 17, 2015, we received your complaint, dated July 16, 2015, filed with the Better...
Business Bureau.
You stated that you purchased your DISH Network service from a door-to-door salesperson employed by Dish One Satellite, an independent retail service provider. You understood that she was upgrading your current ViOS servicenot replacing it with DISH Network. You addressed the matter and as a result, your service was disconnected without penalty. However, you are being charged for return shipping and you would like it waived.
When we spoke today, I agreed to waive your return shipping fee. We discussed a $49.99 processing fee collected by Dish One. I informed you that you would need to address that fee directly with them and I provided their contact information.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I asked that I be credited for the activation fee and the return shipping fee as I felt that the sales girl had misrepresenting herself as a Frontier employee. Dish Network was very cooperative and did credit me for all the expenses that I had been charged for. I cannot get back the time that was wasted on this whole transaction, but I am happy that it is over and that it did not cost me anything other than my time.
February 14, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted]: On February 13, 2017, we received your complaint, dated February 10, 2017, filed with the Revdex.com. You maintain that a satellite dish was installed on your property without permission. You stated that when you contacted DISH Network to remove the satellite dish, you were provided with incorrect contact information for the removal. I was unable to locate a DISH Network account to confirm if the installation in question was completed by DISH Network directly. When I spoke with you by phone on February 13, 2017, you indicated that your concerns were resolved and you did not wish to pursue the complaint further. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. We also appreciate your suggestion regarding our installation policies. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. Roberts: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You disputed the denial of your damage claim and said that DISH Network tried to debit your bank account without your authorization. Our records indicate that you received a standard pole-mount installation. During the installation, the technician installs a pole to mount the dish on and buries the cable from the dish to your house. We do not provide additional landscaping after the installation is completed. Enclosed is a copy of your signed service agreement, wherein you agreed that your pole installation was satisfactory. You disconnected your service on December 21, 2015, and, as you signed a 24-month agreement (enclosed), an early termination fee of $460.00 was applied to your account. Per the terms of the enclosed Digital Home Advantage agreement, DISH Network may automatically debit the fee. On December 22, 2015, you were emailed notice that DISH Network may do so beginning January 11, 2016. Additionally, as your account is enrolled in automatic payments, our system attempted to debit your balance of $505.04 on your January 5, 2016, due date. As you approved the installation of the pole and burying of the cable and as it was found that you received service that would be expected for this type of installation, we are unable to provide reimbursement for your landscaper. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
December 6, 2016 Dear Ms. [redacted]: On December 6, 2016, we received your rebuttal, dated November 28, 2016, filed with the Revdex.com. You maintain that a DISH Network agent said that Cartoon Network West was included in the Flex Pack and you requested a monthly $10.00 credit for ten months as compensation for this misinformation. Our records indicate that you initiated your account through an independent retailer, Sterling Commerce Group, but the advertisement you sent was from Infinity Sales. DISH Network, Sterling, and Infinity are all separate, independent companies. I reviewed your calls to DISH Network and I could not find any instance where a DISH Network agent said that Cartoon Network West was included in the Flex Pack. You were advised that the channel to which you refer is included in the Kid’s Pack. Additionally, our records indicate that you contacted us on November 18, 2016, and requested to upgrade your package to the America’s Top 200 and you received a monthly $20.00 credit for 12 months. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/07/10) */
July 7, 2015
[redacted]
XXXXX [redacted] A
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your correspondence, dated July 2, 2015,...
filed with the Revdex.com.
You maintain you have experienced technical issues with your service for a month and you disputed the technician visit cost.
Please note that DISH Network provides a 60-day installation warranty from the initial installation date. Because you reported technical issues after the warranty period expired, the applicable $95.00 technician visit fee will apply. We offer a Protection Plan at $8.00 per month which discounts a technician visit to $10.00.
When I spoke with your daughter ([redacted]) today, I scheduled a free technician visit for July 8, 2015, between 8:00 am and noon. She accepted this resolution.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent a technician who quickly resolved the issue at no charge. I'm happy with the resolution.
Complaint: [redacted]
I am rejecting this response because: my sisters name is not [redacted]. I don't know any [redacted]. I authorized my sister only not any random person. It could be a made up person is there an ID or something for this person on file??
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/05/07) */
April 27, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 27, 2015, we received your correspondence, dated April 24, 2015, filed with...
the Revdex.com.
You expressed dissatisfaction with Hopper features and with the customer service you received. You disputed the early termination fee.
I regret that the Hopper system and service were not to your satisfaction.
When we spoke today, I advised you that I made an exception and reversed the $480.00 early termination fee from your account. In addition, a refund of $73.35 was submitted. Please allow five business days for processing. This refund is for the payment collected for the first month of programming. You accepted this resolution.
We strive to provide excellent service 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 Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
October 5, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your correspondence, dated September 27, 2016, filed with the Revdex.com. You said you are moving and you are unable to retain the service at your new residence. You disputed...
the early termination fee. When we spoke today, I advised you that, under the Digital Home Advantage promotion, the customer agrees to be bound to the agreement even if their residence changes. I made an exception and I reduced the early termination fee to $200.00, which is half of the original $400.00 fee. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your bill-to address by UPS. As a courtesy, I also waived the LNBF (eyepiece of the dish) and equipment return fees from your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Tell us why here...September 15, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 5, 2016, filed with the Revdex.com. You expressed concern that the internet service you have from DISH Network does not meet your...
needs due to data cap limitations, and it restricts your ability to do research and homework. You requested to be able to cancel the internet service without penalty. A review of your account reveals that your internet service was activated on November 3, 2015, and there is a 24-month commitment associated with the service. While DISH Network considers the commitment to be valid, I made an exception and I waived the early termination fee associated with your internet account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 7:00 am-3:30 pm MST, MON-FRI###-###-####
Initial Business Response /* (1000, 5, 2015/08/03) */
July 27, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 14, 2015, filed with the Better...
Business Bureau.
You requested to be released from the internet service agreement because it is too slow and you have experienced many technical issues.
A review of your account reveals that there have been several technical issues reported. Therefore, I released you from the 24-month commitment to internet service. You will not be charged an early termination fee for the internet service.
The TV service was disconnected and there was no early termination fee for the TV service. Please return the Hopper, [redacted] and remotes to avoid unreturned equipment fees and keep the return tracking numbers for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. You requested that we honor the offer you were provided for a monthly rate of $38.99 and that we provide you with a credit for the months you overpaid. DISH Network records all of our calls. I reviewed the call that took place on May 18, 2015. You asked the agent if she could give you the new customer rate of $39.99. She told you that she was unable to offer you that rate, but she offered a $40.00 monthly discount for six months. We have honored the offer and no further credits will be applied. 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 ###-###-####
March 26, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 19, 2018, we received your complaint, dated March 16, 2018, filed with the Revdex.com. You stated that after contacting DISH Network and speaking with me, you were told that you would receive an adjusted bill and you would not be charged for the return of the antenna. You said you did not receive the adjusted bill but you were aware that you had to pay for the return of the antenna, so you paid a neighbor to retrieve it. You maintain that you were told this would not affect your credit, but you received a letter stating your credit report would be updated. My attempts to contact you by phone at ([redacted] on March 20, 22 and 23, 2018, were unsuccessful, but I left you three messages. I regret that the letter you received caused you concern. The letter explained that your bill was adjusted for the antenna, as the charge had already been added by the time we spoke. I advised you of this during the phone call, as well. I would have been happy to resend the adjusted bill if I had been aware you had not received it. The letter you received informed you that we would remove the charges from our credit files once you made a final payment, and that if it was sent to collections or the credit bureau, I would have it removed. The letter is enclosed. This has since been done. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 6, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 23, 2018, we received your complaint, dated January 22, 2018, filed with the Revdex.com. You expressed concern with the following issues: · Disconnection · Price · Shipping equipment return · Equipment return fee · Collections · Customer service Because of technical issues that you experienced, you requested that your account be disconnected. However, it was not and you continued to be billed. Our records reveal that your account could not be disconnected because you were unable to verify the account information. I apologize for the inconvenience; however, per our policy, we require that account verification be performed in order to prevent any fraudulent activity. You said that you were quoted a rate of $48.52 but your bill was $58.52. Our records reveal that the $10.00 adjustment to reduce your price did not post to your account until after your bill cycled. You equipment was received on December 29, 2017. You mentioned the return of the equipment and the $12.00 equipment return fees. DISH Network does not retrieve the equipment. We provide boxes and return labels to return the equipment. We regret that you do not agree with our policy and procedures. Your account was referred to collections because an unpaid balance remained on your account. As an exception, I removed the $33.89 balance and notified collections to remove the account from the credit reporting agencies. 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 DISH Network customer. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution 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 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.
The response is not acceptable however ABC programming has been restored in my area - it is still channel 8. Thank you.
Sincerely,
[redacted]
April 6, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 5, 2016, we received your correspondence, dated April 4, 2016, filed with the Revdex.com. You expressed concern with the increase in your programming rate, and you disputed the early termination fee. When we spoke today, I advised you that your service was established under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment, we provided you with a monthly discount of $30.00 for 12 months, and the Protection Plan free for six months. When the free service and credits expire, the regular price is applied. A sales confirmation was emailed to you at [redacted]@rocketmail.com on March 3, 2015 (the date of sale). The email detailed the terms and conditions of the DHA promotion and the billing. Our records reveal that our agents offered to downgrade your programming package to lower the monthly rate. They also offered to apply a $10.00 monthly credit to your account for 12 months to assist with the cost of service, but you declined these options. Your account was disconnected on April 4, 2016. Because the service was canceled prior to the promotional fulfillment date, an early termination fee of $240.00 was applied. The early termination fee is valid. Although no credit is warranted, an exception was made and a $54.00 credit was applied to your account, making the balance due $293.98. We ask that this balance be paid in full. To avoid unreturned equipment fees, please return the leased equipment to DISH Network. A return box with label will be delivered to your home by UPS. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Christina Atencio Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
March 30, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You said that you received a collections notice, but you have not received a bill to justify the charges. You requested proof that we attempted to collect the debt, and an explanation of the debt. You also asked that the debt be removed from your credit file. When we spoke, I informed you that dishNET Wireline did send statements in an attempt to collect the past-due balance. Enclosed are copies of the billing statements. They also include the charges and credits you received. You advised me that you spoke with a collection agency and agreed to settle the account for $77.31, but the remaining balance was never waived. I told you that I will waive the balance of $33.13 and have the debt removed from our collection agency and remove the debt from your credit report. Please allow up to eight weeks for the debt to be removed from your credit report. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
February 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 21, 2016, filed with the Revdex.com. You said that you were not advised that your monthly promotional credits would be forfeited when you paused your DISH Network service. When we spoke, I advised you that as you were not provided with all the pertinent information when you placed your account on pause, I waived your 24-month commitment. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
June 12, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]
* On June 7, 2017, we received your complaint, dated June 6, 2017, filed with the Revdex.com. You expressed concern with the calls that you received regarding the balance on your account. You stated that you have advised our Customer Service Department numerous times that you will make a payment on June 15, 2017. As you indicated that you are out of the country, I contacted you via email and provided you with the following information. Your DISH Network service was activated on October 18, 2016, with a 24-month commitment. Your service was placed on DISH Pause on April 4, 2017, for six months for $5.00 a month. Please be advised that DISH Pause does not count towards your term commitment and will extend it by the number of months your account is paused. Since we did not receive a payment for the DISH Pause service and/or the previous service charges, your service was interrupted for non-payment on April 15, 2017, and was fully disconnected on May 15, 2017. The calls that you are receiving are courtesy calls to avoid service disconnection and/or collection proceedings. Although I requested that your phone number be suppressed from our auto-dialer, this will take 30 days to process. An early termination fee of $380.00 was applied to your account for the non-fulfillment of your term commitment. We are unable to honor your request to provide an account credit for the calls you received. If you would like to restart your service, a payment will be required for the past-due amount on your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
*
[redacted] [redacted]
[redacted]
[redacted]
*
[redacted]
December 28, 2016 Mr. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 28, 2016, we received your complaint, dated December 27, 2016, filed with the Revdex.com. You said that when you removed the E-Bill from your account in order to receive a paper billing statement, you were not told that it would cost you the $10.00 discount you were receiving as part of your promotional offer. You asked that the credit be added back, and to receive a credit for the months you didn’t get the discount. When we spoke, I agreed to add the $10.00 monthly credit back until your contract expires without requiring that you have our autopay or E-Bill. I also applied a $50.00 credit to your account for the months you didn’t receive the $10.00 discount. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You stated that you were displeased with your current DISH Network programming package and monthly cost. You requested that your early termination fee be waived and that your service be disconnected. My attempts to address your concerns were unsuccessful. You indicated in your email response that you did not wish to discuss the matter. Our records indicate that you received the standard new customer promotional discount for 12 months with a 24-month contractual commitment. You reduced your programming packages when your discounts ended, to reduce cost. Unfortunately, the current package you selected ($19.99 a month) provides very limited programming. In addition to your new customer discounts, you received a $20.00 monthly credit for five months and you are currently receiving a $10.00 monthly credit for six months. There are seven months remaining in your contract. Should you decide to disconnect your service prior to completing your contractual commitment, your current prorated early termination fee is $140.00 If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/07/23) */
July 17, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 17, 2015, we received your complaint, dated July 16, 2015, filed with the Better...
Business Bureau.
You stated that you purchased your DISH Network service from a door-to-door salesperson employed by Dish One Satellite, an independent retail service provider. You understood that she was upgrading your current ViOS servicenot replacing it with DISH Network. You addressed the matter and as a result, your service was disconnected without penalty. However, you are being charged for return shipping and you would like it waived.
When we spoke today, I agreed to waive your return shipping fee. We discussed a $49.99 processing fee collected by Dish One. I informed you that you would need to address that fee directly with them and I provided their contact information.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I asked that I be credited for the activation fee and the return shipping fee as I felt that the sales girl had misrepresenting herself as a Frontier employee. Dish Network was very cooperative and did credit me for all the expenses that I had been charged for. I cannot get back the time that was wasted on this whole transaction, but I am happy that it is over and that it did not cost me anything other than my time.
February 14, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted]: On February 13, 2017, we received your complaint, dated February 10, 2017, filed with the Revdex.com. You maintain that a satellite dish was installed on your property without permission. You stated that when you contacted DISH Network to remove the satellite dish, you were provided with incorrect contact information for the removal. I was unable to locate a DISH Network account to confirm if the installation in question was completed by DISH Network directly. When I spoke with you by phone on February 13, 2017, you indicated that your concerns were resolved and you did not wish to pursue the complaint further. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. We also appreciate your suggestion regarding our installation policies. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]
*
*
*
[redacted]
*
[redacted] [redacted]
...
[redacted] Dear Ms. Roberts: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You disputed the denial of your damage claim and said that DISH Network tried to debit your bank account without your authorization. Our records indicate that you received a standard pole-mount installation. During the installation, the technician installs a pole to mount the dish on and buries the cable from the dish to your house. We do not provide additional landscaping after the installation is completed. Enclosed is a copy of your signed service agreement, wherein you agreed that your pole installation was satisfactory. You disconnected your service on December 21, 2015, and, as you signed a 24-month agreement (enclosed), an early termination fee of $460.00 was applied to your account. Per the terms of the enclosed Digital Home Advantage agreement, DISH Network may automatically debit the fee. On December 22, 2015, you were emailed notice that DISH Network may do so beginning January 11, 2016. Additionally, as your account is enrolled in automatic payments, our system attempted to debit your balance of $505.04 on your January 5, 2016, due date. As you approved the installation of the pole and burying of the cable and as it was found that you received service that would be expected for this type of installation, we are unable to provide reimbursement for your landscaper. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
December 6, 2016 Dear Ms. [redacted]: On December 6, 2016, we received your rebuttal, dated November 28, 2016, filed with the Revdex.com. You maintain that a DISH Network agent said that Cartoon Network West was included in the Flex Pack and you requested a monthly $10.00 credit for ten months as compensation for this misinformation. Our records indicate that you initiated your account through an independent retailer, Sterling Commerce Group, but the advertisement you sent was from Infinity Sales. DISH Network, Sterling, and Infinity are all separate, independent companies. I reviewed your calls to DISH Network and I could not find any instance where a DISH Network agent said that Cartoon Network West was included in the Flex Pack. You were advised that the channel to which you refer is included in the Kid’s Pack. Additionally, our records indicate that you contacted us on November 18, 2016, and requested to upgrade your package to the America’s Top 200 and you received a monthly $20.00 credit for 12 months. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/07/10) */
July 7, 2015
[redacted]
XXXXX [redacted] A
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your correspondence, dated July 2, 2015,...
filed with the Revdex.com.
You maintain you have experienced technical issues with your service for a month and you disputed the technician visit cost.
Please note that DISH Network provides a 60-day installation warranty from the initial installation date. Because you reported technical issues after the warranty period expired, the applicable $95.00 technician visit fee will apply. We offer a Protection Plan at $8.00 per month which discounts a technician visit to $10.00.
When I spoke with your daughter ([redacted]) today, I scheduled a free technician visit for July 8, 2015, between 8:00 am and noon. She accepted this resolution.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent a technician who quickly resolved the issue at no charge. I'm happy with the resolution.
Complaint: [redacted]
I am rejecting this response because: my sisters name is not [redacted]. I don't know any [redacted]. I authorized my sister only not any random person. It could be a made up person is there an ID or something for this person on file??
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/05/07) */
April 27, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 27, 2015, we received your correspondence, dated April 24, 2015, filed with...
the Revdex.com.
You expressed dissatisfaction with Hopper features and with the customer service you received. You disputed the early termination fee.
I regret that the Hopper system and service were not to your satisfaction.
When we spoke today, I advised you that I made an exception and reversed the $480.00 early termination fee from your account. In addition, a refund of $73.35 was submitted. Please allow five business days for processing. This refund is for the payment collected for the first month of programming. You accepted this resolution.
We strive to provide excellent service 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 Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
October 5, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your correspondence, dated September 27, 2016, filed with the Revdex.com. You said you are moving and you are unable to retain the service at your new residence. You disputed...
the early termination fee. When we spoke today, I advised you that, under the Digital Home Advantage promotion, the customer agrees to be bound to the agreement even if their residence changes. I made an exception and I reduced the early termination fee to $200.00, which is half of the original $400.00 fee. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your bill-to address by UPS. As a courtesy, I also waived the LNBF (eyepiece of the dish) and equipment return fees from your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Tell us why here...September 15, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 5, 2016, filed with the Revdex.com. You expressed concern that the internet service you have from DISH Network does not meet your...
needs due to data cap limitations, and it restricts your ability to do research and homework. You requested to be able to cancel the internet service without penalty. A review of your account reveals that your internet service was activated on November 3, 2015, and there is a 24-month commitment associated with the service. While DISH Network considers the commitment to be valid, I made an exception and I waived the early termination fee associated with your internet account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 7:00 am-3:30 pm MST, MON-FRI###-###-####
Initial Business Response /* (1000, 5, 2015/08/03) */
July 27, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 14, 2015, filed with the Better...
Business Bureau.
You requested to be released from the internet service agreement because it is too slow and you have experienced many technical issues.
A review of your account reveals that there have been several technical issues reported. Therefore, I released you from the 24-month commitment to internet service. You will not be charged an early termination fee for the internet service.
The TV service was disconnected and there was no early termination fee for the TV service. Please return the Hopper, [redacted] and remotes to avoid unreturned equipment fees and keep the return tracking numbers for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. You requested that we honor the offer you were provided for a monthly rate of $38.99 and that we provide you with a credit for the months you overpaid. DISH Network records all of our calls. I reviewed the call that took place on May 18, 2015. You asked the agent if she could give you the new customer rate of $39.99. She told you that she was unable to offer you that rate, but she offered a $40.00 monthly discount for six months. We have honored the offer and no further credits will be applied. 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 ###-###-####
March 26, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 19, 2018, we received your complaint, dated March 16, 2018, filed with the Revdex.com. You stated that after contacting DISH Network and speaking with me, you were told that you would receive an adjusted bill and you would not be charged for the return of the antenna. You said you did not receive the adjusted bill but you were aware that you had to pay for the return of the antenna, so you paid a neighbor to retrieve it. You maintain that you were told this would not affect your credit, but you received a letter stating your credit report would be updated. My attempts to contact you by phone at ([redacted] on March 20, 22 and 23, 2018, were unsuccessful, but I left you three messages. I regret that the letter you received caused you concern. The letter explained that your bill was adjusted for the antenna, as the charge had already been added by the time we spoke. I advised you of this during the phone call, as well. I would have been happy to resend the adjusted bill if I had been aware you had not received it. The letter you received informed you that we would remove the charges from our credit files once you made a final payment, and that if it was sent to collections or the credit bureau, I would have it removed. The letter is enclosed. This has since been done. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 6, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 23, 2018, we received your complaint, dated January 22, 2018, filed with the Revdex.com. You expressed concern with the following issues: · Disconnection · Price · Shipping equipment return · Equipment return fee · Collections · Customer service Because of technical issues that you experienced, you requested that your account be disconnected. However, it was not and you continued to be billed. Our records reveal that your account could not be disconnected because you were unable to verify the account information. I apologize for the inconvenience; however, per our policy, we require that account verification be performed in order to prevent any fraudulent activity. You said that you were quoted a rate of $48.52 but your bill was $58.52. Our records reveal that the $10.00 adjustment to reduce your price did not post to your account until after your bill cycled. You equipment was received on December 29, 2017. You mentioned the return of the equipment and the $12.00 equipment return fees. DISH Network does not retrieve the equipment. We provide boxes and return labels to return the equipment. We regret that you do not agree with our policy and procedures. Your account was referred to collections because an unpaid balance remained on your account. As an exception, I removed the $33.89 balance and notified collections to remove the account from the credit reporting agencies. 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 DISH Network customer. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution 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 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.
The response is not acceptable however ABC programming has been restored in my area - it is still channel 8. Thank you.
Sincerely,
[redacted]
April 6, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 5, 2016, we received your correspondence, dated April 4, 2016, filed with the Revdex.com. You expressed concern with the increase in your programming rate, and you disputed the early termination fee. When we spoke today, I advised you that your service was established under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment, we provided you with a monthly discount of $30.00 for 12 months, and the Protection Plan free for six months. When the free service and credits expire, the regular price is applied. A sales confirmation was emailed to you at [redacted]@rocketmail.com on March 3, 2015 (the date of sale). The email detailed the terms and conditions of the DHA promotion and the billing. Our records reveal that our agents offered to downgrade your programming package to lower the monthly rate. They also offered to apply a $10.00 monthly credit to your account for 12 months to assist with the cost of service, but you declined these options. Your account was disconnected on April 4, 2016. Because the service was canceled prior to the promotional fulfillment date, an early termination fee of $240.00 was applied. The early termination fee is valid. Although no credit is warranted, an exception was made and a $54.00 credit was applied to your account, making the balance due $293.98. We ask that this balance be paid in full. To avoid unreturned equipment fees, please return the leased equipment to DISH Network. A return box with label will be delivered to your home by UPS. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Christina Atencio Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST