March 22, 2016 Mr. [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 22, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You indicated that when you established your DISH Network service you agreed to receive the lowest package that we offered, but you received a higher package and when you attempted to reduce it, it was not honored. As a result, you disconnected both your internet and TV services and you disputed the early termination fees. You also expressed concern with the automatic payments and you requested that your account be removed from collections. Your account was activated with our mid-level programming package, the America’s Top 200, and a new customer introductory monthly credit of $30.00 for 12 months. You received eleven of the 12 credits. We have no record of a request to reduce the package. A review of your account reveals that on May 12, 2015, we offered to downgrade your service, but you declined the offer. When I spoke with you by telephone today, I informed you that as an exception, I removed the $300.00 early termination fee for your TV service and the $262.50 early termination fee for the internet service. There is no balance on your account. Authorization to automatically debit your debit/credit card for the early termination fee and/or unreturned equipment fees, is provided in the 24-month commitments. Enclosed are copies for your review. I notified collections to update their records. 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 through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 22, 2015
Ms. [redacted]
XXX-XXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 18, 2015, we received your complaint, dated September 17,...
2015, filed with the Revdex.com.
You disputed the early termination fee applied to your DISH Network and credit card accounts. You said that you were provided with different information depending on the person with whom you spoke. You requested to have the termination fee waived and your last payment refunded.
I attempted to reach you at (XXX) XXX-XXXX on September 18, 21 and 22, 2015, and I left you three voicemails. I received your return voicemails but we were unable to speak directly.
In my last message, I advised you that I had made an exception and waived your early termination fee. I also backdated the disconnection of your account and refunded your $240.00 early termination fee payment and $94.01 for service.
In addition, I reviewed the records and calls on your account and I will forward your concerns to the appropriate department concerning the information you were provided and the level of customer service that you received.
We sincerely regret any confusion or inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 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 me. Thank you for your help.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/08) */
May 6, 2015
Mr. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 6, 2015, we received your complaint, dated May 5, 2015, filed with the Better...
Business Bureau.
You expressed concern regarding our contractual agreement stating that prices and programming our subject to change at any time.
When we spoke, I advised you that these are the terms and conditions of our agreement and you terminated the call. I enclosed a copy of your signed contractual agreement for your records.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 9, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You said that you were provided incorrect information concerning your monthly rate and the half-price premium package you have been receiving. I reviewed your calls and found that there was some confusion concerning the package renewing on February 24, 2016. Between the premium channels being added at full price and the half-price promotion being re-added, there were prorated charges totaling $13.50. As a courtesy, I applied a credit to your account for this amount. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
May 2, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On April 29, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You disputed the early termination fee associated with Ms. Sarah Harp’s DISH Network account. You indicated that you experienced technical issues. When we spoke, you stated that your signal issues were weather-related or due to foliage blocking the signal. I explained that, as weather conditions are out of DISH Network’s control, our Digital Home Advantage (DHA) Plan Agreement provides for weather related outages. Likewise, DISH Network has no control over foliage growing in front of the dish. As such, we are unable to waive your early termination fee for this issue. Enclosed is a copy of the DHA for the account for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Initial Business Response /* (1000, 5, 2015/09/23) */
September 14, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 11, 2015, we received your complaint, dated September...
10, 2015, filed with the Revdex.com.
You said that you didn't agree to our AutoPay system and you were not told any details about paying for service upfront.
When we spoke I advised you that I reviewed your sales call recording and found that the agent disclosed the AutoPay requirement and you agreed to it. In addition, he explained our billing practices and your monthly rate which again was agreed upon. I offered to remove AutoPay from your account, but informed you that this would increase your monthly rate by $10.00. You agreed to maintain AutoPay and you said that you will pay your bill before the due date.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 9, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 2, 2018, we received your complaint, dated February 1, 2018, filed with the Revdex.com. My attempts to contact you by phone at ([redacted] on February 6, 7 and 8, 2018, were unsuccessful; however, I left three messages. I also sent an email to [redacted]. You expressed concern with the early termination fee to disconnect your internet service. You maintain that the service has not worked properly and you did not receive any assistance when you contacted us. You also do not agree with our request for you to return the TRIA and you expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. Your internet service was established on March 17, 2017, with a 24-month commitment. Enclosed is a copy of your 24-month agreement for your review. A review of the customer service calls on your account shows that we only received one call about service issues. A review of this call from June 27, 2017, found that your wife called in and our representative checked the modem and confirmed that it was receiving a good signal. He advised her that the data for the month had been exceeded, which caused the speed to slow down. He attempted to troubleshoot further, but your wife indicated that she did not have a computer or laptop to connect directly to the modem. I made an exception and waived your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. We appreciate your feedback regarding our equipment return policy. When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. As we do not require the return of the satellite dish, we will not schedule a technician. Additionally, we only ask that the TRIA be return if it is accessible. Please contact me directly once your service is disconnected so I may waive the requirement to return the TRIA. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On March 11, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 11, 14 and 15, 2016, were unsuccessful; however, I left three messages. You expressed concern with the billing statement of $787.78 that you received. You maintain that your service was supposed to be placed on DISH Pause in late November 2015. You would like the balance removed and an address to return the equipment. Your internet and phone services were established on April 18, 2014, with a 24-month commitment. A second 24-month commitment was added on April 23, 2014, for the addition of TV service. Please be advised that while your TV service can be placed on DISH Pause, there is no DISH Pause option for our internet or phone services. Our records do not show that DISH Pause was requested. Although we show that you contacted us via email on December 17 and 19, 2015, and February 17, 2016, regarding your service charges, you were told to contact us by phone or via chat; however, we were not contacted. As a result, your service continued as normal. Please note that your billing statements and delinquency notifications were provided via email to [redacted]@yahoo.com. Please be advised that your service is currently interrupted for non-payment. Once it is fully disconnected on March 18, 2016, your account will be left with balance of $278.20. Additionally, you will be charged early termination fees of $10.00 and $60.00 for the non-fulfillment of your internet and TV term commitments, respectively. DISH Network will provide boxes within ten business for the return of the equipment upon disconnection of your service. A $10.00 box return fee will apply for each box. All charges are valid; therefore, we are unable to honor your request to remove the balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
October 26, 2016 Dear Ms. [redacted]: On October 13, 2016, we received your complaint, dated October 12, 2016, filed with the Revdex.com. You said that your refrigerator was damaged during the installation and you would like it to be...
repaired. When we spoke, I informed you that an investigation was unable to validate your claim. Our field office has decided to deny your claim and we will be standing behind their decision. Enclosed is a copy of your denial letter. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
(The consumer indicated he/she DID NOT accept the response from the business.)
The original response stated that [redacted] applied the $20 off a month. He did not. I still did not receive a document verifying that [redacted] released me from the contract. [redacted] informed me that it was not signed by ME. Not "the best interest of customer service." Therefore, he lied in the original notice. The $20 a month for 10 months was on my account prior to me even contacting the Revdex.com. I do not understand where he stated he did so BECAUSE of the Revdex.com contact....
Complaint Response Date bumped because: Holiday
September 15, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 4, 2016, filed with the Revdex.com. You said that you were offered two $50.00 gift cards but you received instructions to pay shipping for the...
gift cards to be sent. You also disputed that you spoke with an independent retailer to initiate your account. When we spoke, I advised you that the gift card promotion to which you referred was not offered by DISH Network, but by Infinity Sales Group. As such, I recommended that you contact Infinity if you wish to dispute their process for sending gift cards. I requested to have your sales call reviewed for misinformation, and it was found that you were advised that you were speaking with an authorized retailer and not DISH Network 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.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 11, 2016Ms. [redacted], KY [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On January 4,...
2016, we received your complaint, dated December 31, 2015, filed with the Revdex.com.My attempts to contact you by phone at ([redacted] on January 7, 8 and 11, 2016, were unsuccessful; however, I left three messages. You indicated that you have not received the $200.00 gift card you were promised with your DISH Network service. A review of the sales call recording found that the offer code ([redacted]) that you initially provided was applied to your account. The agent advised you that this offer was a referral, not a gift card, and it would provide you with a monthly account credit of $5.00 for ten months. When you called back the same day, you provided offer code ** for a $200.00 gift card. Please note that since only one offer code is allowed on an account, the initial service order would have had to be canceled and a new order with the appropriate offer code would have had to be established. However, the second representative did not add the second offer code. I apologize for this oversight. Our records reveal that you contacted us on January 1, 2016, via email regarding this matter. At that time you accepted the representative’s offer to apply a monthly credit of $25.00 to your account for the next ten months. However, since your desired resolution is to be provided with the $200.00 gift card, the account credit offer will not apply. I submitted a request for the $200.00 gift card to be issued. Please allow six to eight weeks for processing. 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 ([redacted].Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT([redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Dear Ms. [redacted]: On December 29, 2017, we received your correspondence, dated December 28, 2017, filed with the Revdex.com. You said that you established your service for $70.00 per month with a two-year price guarantee. You indicated that you moved and placed your account on DISH Pause. You expressed concern with the cost for the DISH Move In-Deal installation. You also disputed the monthly bill of $210.96. You requested to cancel the service without penalty and to receive a refund. I attempted to reach you at [redacted] on January 2, 3 and 4, 2018. There was no option to leave a voice message. I also sent an email to [redacted] Our records reveal that you established your service under the Flex 24 promotion with a 24-month commitment and a two-year price guarantee on December 9, 2017. I reviewed your call from December 16, 2017. I found that our agent explained to you that the DISH Move In-Deal is $100.00 to customers who move prior to having service for one year. The agent also explained that after the first year of service, the move is provided at no cost. You disagreed with this explanation. The agent offered DISH Pause and advised you that the promotional credits would be forfeited. You agreed to place your account on hold. When you called later the same day, the agent made an exception and reduced the Move In-Deal cost to $50.00, which you accepted. The installation was completed on December 19, 2017. In order to schedule the installation, the regular service is required to be restored. Please note that we bill for service in advance. In addition, the promotional credits were forfeited. These account changes made your bill $210.96 for the service period of January 9, 2018, through February 8, 2018. On December 26, 2017, the programming package was downgraded to the Smart Pack making the balance due $70.41. I regret any confusion. In the interest of resolving this matter, I made an exception and waived your term commitment. You may cancel your service at any time without penalty. We are unable to honor your refund request. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/21) */
September 11, 2015
Ms. [redacted] and Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted] and Mr. [redacted]:
On September 1, 2015,...
we received your correspondence, dated August 31, 2015, filed with the Revdex.com.
You stated that you recently ordered DISH Network service. However, we were unable to establish the necessary line of sight at your residence to receive service. The order was cancelled. You requested that the credit inquiries that were run when you purchased the service be removed.
When I spoke with Mr. Monaskhin on September 4, 2015, I agreed to submit a request to our collection department asking that the inquiries be removed from your credit report. He accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response as they state they have agreed to my required resolution to this issue, which is to delete the request from the credit reports.
Thank you for your assistance with this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ALMOST satisfactory to me.
What happens over the telephone and what happens on the online account are two different stories. Over the telephone, the representative agreed to waive the fees, according to the agreement I originally made with an account representative. On the website, my account did not show any sort of correction. However, on the next month's billing, the erroneous late fee was canceled, and the agreed-upon monthly fees seemed to have returned. While I lack confidence in DISH to keep from errors in their favor, I will consider the current issue settled satisfactorily, with thanks to the Revdex.com for looking into the matter.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/02) */
June 1, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 27, 2015, we received your complaint, dated May 26, 2015, filed with the Better...
Business Bureau.
You disputed the early termination fee applied to your DISH Network account. You said that you experienced technical issues.
When we spoke, I advised you that our records do not indicate that we were given adequate opportunity to resolve your technical issues; however, our local office was not able to provide me with a copy of your customer agreement. As such, while our records indicate that you received the benefits of the 24-month commitment, I made an exception and waived your early termination fee.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First I would like to say that you never spoke to me you spoke to someone else that ask you to call me back in 1 hour. And you told that person you would e-mail me, that sir never happened. The reason why "we were not given adequate opportunity to resolve your technical issues" was because your company cannot FIX something that it is not able to fix as I have been informed by at least 5 of your CS people.
So in closing I would like to thank you for waiving the fees and I sorry that Dish could not keep happy as a customer. I am very happy with Direct TV after going back to them and my equipment does not shut down at 1am everyday.
Revdex.com:
I have reviewed the response made by the business and after speaking with them over the phone in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
March 14, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 7, 2018, we received your correspondence, dated March 6, 2018, filed with the Revdex.com. You expressed dissatisfaction with your customer service experience. When we spoke today, I thanked you for your feedback and I informed you that your concerns will be investigated internally. I made an exception and removed the balance due for programming of $76.42 from your account. You agreed to return the leased receivers to DISH Network. I also waived the LNBF (eyepiece of the dish) fee. The quality of our customers' experiences is of great importance to DISH Network. 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) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com. You said that you agreed to television and internet service, but you only received television service. You disconnected your account and requested that the early termination fee be waived. When we spoke, I confirmed that your account was closed without penalty. We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
[redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
March 22, 2016 Mr. [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 22, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You indicated that when you established your DISH Network service you agreed to receive the lowest package that we offered, but you received a higher package and when you attempted to reduce it, it was not honored. As a result, you disconnected both your internet and TV services and you disputed the early termination fees. You also expressed concern with the automatic payments and you requested that your account be removed from collections. Your account was activated with our mid-level programming package, the America’s Top 200, and a new customer introductory monthly credit of $30.00 for 12 months. You received eleven of the 12 credits. We have no record of a request to reduce the package. A review of your account reveals that on May 12, 2015, we offered to downgrade your service, but you declined the offer. When I spoke with you by telephone today, I informed you that as an exception, I removed the $300.00 early termination fee for your TV service and the $262.50 early termination fee for the internet service. There is no balance on your account. Authorization to automatically debit your debit/credit card for the early termination fee and/or unreturned equipment fees, is provided in the 24-month commitments. Enclosed are copies for your review. I notified collections to update their records. 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 through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 22, 2015
Ms. [redacted]
XXX-XXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 18, 2015, we received your complaint, dated September 17,...
2015, filed with the Revdex.com.
You disputed the early termination fee applied to your DISH Network and credit card accounts. You said that you were provided with different information depending on the person with whom you spoke. You requested to have the termination fee waived and your last payment refunded.
I attempted to reach you at (XXX) XXX-XXXX on September 18, 21 and 22, 2015, and I left you three voicemails. I received your return voicemails but we were unable to speak directly.
In my last message, I advised you that I had made an exception and waived your early termination fee. I also backdated the disconnection of your account and refunded your $240.00 early termination fee payment and $94.01 for service.
In addition, I reviewed the records and calls on your account and I will forward your concerns to the appropriate department concerning the information you were provided and the level of customer service that you received.
We sincerely regret any confusion or inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 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 me. Thank you for your help.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/08) */
May 6, 2015
Mr. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 6, 2015, we received your complaint, dated May 5, 2015, filed with the Better...
Business Bureau.
You expressed concern regarding our contractual agreement stating that prices and programming our subject to change at any time.
When we spoke, I advised you that these are the terms and conditions of our agreement and you terminated the call. I enclosed a copy of your signed contractual agreement for your records.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 9, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You said that you were provided incorrect information concerning your monthly rate and the half-price premium package you have been receiving. I reviewed your calls and found that there was some confusion concerning the package renewing on February 24, 2016. Between the premium channels being added at full price and the half-price promotion being re-added, there were prorated charges totaling $13.50. As a courtesy, I applied a credit to your account for this amount. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
May 2, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On April 29, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You disputed the early termination fee associated with Ms. Sarah Harp’s DISH Network account. You indicated that you experienced technical issues. When we spoke, you stated that your signal issues were weather-related or due to foliage blocking the signal. I explained that, as weather conditions are out of DISH Network’s control, our Digital Home Advantage (DHA) Plan Agreement provides for weather related outages. Likewise, DISH Network has no control over foliage growing in front of the dish. As such, we are unable to waive your early termination fee for this issue. Enclosed is a copy of the DHA for the account for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Initial Business Response /* (1000, 5, 2015/09/23) */
September 14, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 11, 2015, we received your complaint, dated September...
10, 2015, filed with the Revdex.com.
You said that you didn't agree to our AutoPay system and you were not told any details about paying for service upfront.
When we spoke I advised you that I reviewed your sales call recording and found that the agent disclosed the AutoPay requirement and you agreed to it. In addition, he explained our billing practices and your monthly rate which again was agreed upon. I offered to remove AutoPay from your account, but informed you that this would increase your monthly rate by $10.00. You agreed to maintain AutoPay and you said that you will pay your bill before the due date.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 9, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 2, 2018, we received your complaint, dated February 1, 2018, filed with the Revdex.com. My attempts to contact you by phone at ([redacted] on February 6, 7 and 8, 2018, were unsuccessful; however, I left three messages. I also sent an email to [redacted]. You expressed concern with the early termination fee to disconnect your internet service. You maintain that the service has not worked properly and you did not receive any assistance when you contacted us. You also do not agree with our request for you to return the TRIA and you expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. Your internet service was established on March 17, 2017, with a 24-month commitment. Enclosed is a copy of your 24-month agreement for your review. A review of the customer service calls on your account shows that we only received one call about service issues. A review of this call from June 27, 2017, found that your wife called in and our representative checked the modem and confirmed that it was receiving a good signal. He advised her that the data for the month had been exceeded, which caused the speed to slow down. He attempted to troubleshoot further, but your wife indicated that she did not have a computer or laptop to connect directly to the modem. I made an exception and waived your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. We appreciate your feedback regarding our equipment return policy. When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. As we do not require the return of the satellite dish, we will not schedule a technician. Additionally, we only ask that the TRIA be return if it is accessible. Please contact me directly once your service is disconnected so I may waive the requirement to return the TRIA. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 11, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 11, 14 and 15, 2016, were unsuccessful; however, I left three messages. You expressed concern with the billing statement of $787.78 that you received. You maintain that your service was supposed to be placed on DISH Pause in late November 2015. You would like the balance removed and an address to return the equipment. Your internet and phone services were established on April 18, 2014, with a 24-month commitment. A second 24-month commitment was added on April 23, 2014, for the addition of TV service. Please be advised that while your TV service can be placed on DISH Pause, there is no DISH Pause option for our internet or phone services. Our records do not show that DISH Pause was requested. Although we show that you contacted us via email on December 17 and 19, 2015, and February 17, 2016, regarding your service charges, you were told to contact us by phone or via chat; however, we were not contacted. As a result, your service continued as normal. Please note that your billing statements and delinquency notifications were provided via email to [redacted]@yahoo.com. Please be advised that your service is currently interrupted for non-payment. Once it is fully disconnected on March 18, 2016, your account will be left with balance of $278.20. Additionally, you will be charged early termination fees of $10.00 and $60.00 for the non-fulfillment of your internet and TV term commitments, respectively. DISH Network will provide boxes within ten business for the return of the equipment upon disconnection of your service. A $10.00 box return fee will apply for each box. All charges are valid; therefore, we are unable to honor your request to remove the balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
October 26, 2016 Dear Ms. [redacted]: On October 13, 2016, we received your complaint, dated October 12, 2016, filed with the Revdex.com. You said that your refrigerator was damaged during the installation and you would like it to be...
repaired. When we spoke, I informed you that an investigation was unable to validate your claim. Our field office has decided to deny your claim and we will be standing behind their decision. Enclosed is a copy of your denial letter. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
(The consumer indicated he/she DID NOT accept the response from the business.)
The original response stated that [redacted] applied the $20 off a month. He did not. I still did not receive a document verifying that [redacted] released me from the contract. [redacted] informed me that it was not signed by ME. Not "the best interest of customer service." Therefore, he lied in the original notice. The $20 a month for 10 months was on my account prior to me even contacting the Revdex.com. I do not understand where he stated he did so BECAUSE of the Revdex.com contact....
Complaint Response Date bumped because: Holiday
September 15, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 4, 2016, filed with the Revdex.com. You said that you were offered two $50.00 gift cards but you received instructions to pay shipping for the...
gift cards to be sent. You also disputed that you spoke with an independent retailer to initiate your account. When we spoke, I advised you that the gift card promotion to which you referred was not offered by DISH Network, but by Infinity Sales Group. As such, I recommended that you contact Infinity if you wish to dispute their process for sending gift cards. I requested to have your sales call reviewed for misinformation, and it was found that you were advised that you were speaking with an authorized retailer and not DISH Network 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.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 11, 2016Ms. [redacted], KY [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On January 4,...
2016, we received your complaint, dated December 31, 2015, filed with the Revdex.com.My attempts to contact you by phone at ([redacted] on January 7, 8 and 11, 2016, were unsuccessful; however, I left three messages. You indicated that you have not received the $200.00 gift card you were promised with your DISH Network service. A review of the sales call recording found that the offer code ([redacted]) that you initially provided was applied to your account. The agent advised you that this offer was a referral, not a gift card, and it would provide you with a monthly account credit of $5.00 for ten months. When you called back the same day, you provided offer code ** for a $200.00 gift card. Please note that since only one offer code is allowed on an account, the initial service order would have had to be canceled and a new order with the appropriate offer code would have had to be established. However, the second representative did not add the second offer code. I apologize for this oversight. Our records reveal that you contacted us on January 1, 2016, via email regarding this matter. At that time you accepted the representative’s offer to apply a monthly credit of $25.00 to your account for the next ten months. However, since your desired resolution is to be provided with the $200.00 gift card, the account credit offer will not apply. I submitted a request for the $200.00 gift card to be issued. Please allow six to eight weeks for processing. 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 ([redacted].Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT([redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
January 4, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On December 29, 2017, we received your correspondence, dated December 28, 2017, filed with the Revdex.com. You said that you established your service for $70.00 per month with a two-year price guarantee. You indicated that you moved and placed your account on DISH Pause. You expressed concern with the cost for the DISH Move In-Deal installation. You also disputed the monthly bill of $210.96. You requested to cancel the service without penalty and to receive a refund. I attempted to reach you at [redacted] on January 2, 3 and 4, 2018. There was no option to leave a voice message. I also sent an email to [redacted] Our records reveal that you established your service under the Flex 24 promotion with a 24-month commitment and a two-year price guarantee on December 9, 2017. I reviewed your call from December 16, 2017. I found that our agent explained to you that the DISH Move In-Deal is $100.00 to customers who move prior to having service for one year. The agent also explained that after the first year of service, the move is provided at no cost. You disagreed with this explanation. The agent offered DISH Pause and advised you that the promotional credits would be forfeited. You agreed to place your account on hold. When you called later the same day, the agent made an exception and reduced the Move In-Deal cost to $50.00, which you accepted. The installation was completed on December 19, 2017. In order to schedule the installation, the regular service is required to be restored. Please note that we bill for service in advance. In addition, the promotional credits were forfeited. These account changes made your bill $210.96 for the service period of January 9, 2018, through February 8, 2018. On December 26, 2017, the programming package was downgraded to the Smart Pack making the balance due $70.41. I regret any confusion. In the interest of resolving this matter, I made an exception and waived your term commitment. You may cancel your service at any time without penalty. We are unable to honor your refund request. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/21) */
September 11, 2015
Ms. [redacted] and Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted] and Mr. [redacted]:
On September 1, 2015,...
we received your correspondence, dated August 31, 2015, filed with the Revdex.com.
You stated that you recently ordered DISH Network service. However, we were unable to establish the necessary line of sight at your residence to receive service. The order was cancelled. You requested that the credit inquiries that were run when you purchased the service be removed.
When I spoke with Mr. Monaskhin on September 4, 2015, I agreed to submit a request to our collection department asking that the inquiries be removed from your credit report. He accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response as they state they have agreed to my required resolution to this issue, which is to delete the request from the credit reports.
Thank you for your assistance with this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ALMOST satisfactory to me.
What happens over the telephone and what happens on the online account are two different stories. Over the telephone, the representative agreed to waive the fees, according to the agreement I originally made with an account representative. On the website, my account did not show any sort of correction. However, on the next month's billing, the erroneous late fee was canceled, and the agreed-upon monthly fees seemed to have returned. While I lack confidence in DISH to keep from errors in their favor, I will consider the current issue settled satisfactorily, with thanks to the Revdex.com for looking into the matter.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/02) */
June 1, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 27, 2015, we received your complaint, dated May 26, 2015, filed with the Better...
Business Bureau.
You disputed the early termination fee applied to your DISH Network account. You said that you experienced technical issues.
When we spoke, I advised you that our records do not indicate that we were given adequate opportunity to resolve your technical issues; however, our local office was not able to provide me with a copy of your customer agreement. As such, while our records indicate that you received the benefits of the 24-month commitment, I made an exception and waived your early termination fee.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First I would like to say that you never spoke to me you spoke to someone else that ask you to call me back in 1 hour. And you told that person you would e-mail me, that sir never happened. The reason why "we were not given adequate opportunity to resolve your technical issues" was because your company cannot FIX something that it is not able to fix as I have been informed by at least 5 of your CS people.
So in closing I would like to thank you for waiving the fees and I sorry that Dish could not keep happy as a customer. I am very happy with Direct TV after going back to them and my equipment does not shut down at 1am everyday.
Revdex.com:
I have reviewed the response made by the business and after speaking with them over the phone in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
March 14, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 7, 2018, we received your correspondence, dated March 6, 2018, filed with the Revdex.com. You expressed dissatisfaction with your customer service experience. When we spoke today, I thanked you for your feedback and I informed you that your concerns will be investigated internally. I made an exception and removed the balance due for programming of $76.42 from your account. You agreed to return the leased receivers to DISH Network. I also waived the LNBF (eyepiece of the dish) fee. The quality of our customers' experiences is of great importance to DISH Network. 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) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com. You said that you agreed to television and internet service, but you only received television service. You disconnected your account and requested that the early termination fee be waived. When we spoke, I confirmed that your account was closed without penalty. We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
[redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...