Dear Ms. [redacted]: On April 3, 2017, we received your complaint, dated March 31, 2017, filed with the Revdex.com. You expressed concern about your programming and billing after the transfer of your DISH Network account. I attempted to reach you at [redacted] on April 6, 7 and 10, 2017, and I left your three voicemails. I also emailed you at [redacted] In my last message, I advised you that I reviewed your transfer of ownership call and found that you requested and you were set up with our Flex Pack with the Variety Pack. Your current monthly rate is $77.40, but once the account is enrolled in eAutoPay, you will receive a monthly $5.00 credit bringing your rate to $72.40. Please contact us at [redacted] or log in to your myDISH.com account to add eAutoPay. As I explained, the agent with whom you spoke provided the incorrect rate of $66.40 for service with the Renewal Offer. We sincerely regret any inconvenience or confusion this issue may have caused and we appreciate you bringing it to our attention. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 2, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with the...
Revdex.com.
You stated that two payments were collected from your bank account on May 25, 2015, by DISH Network. You only authorized one payment of $195.71. You did not authorize the $195.80 payment. You have incurred bank charges related to this error. Additionally, the customer service you encountered while attempting to address the matter did not meet your expectations. You requested that the $195.80 payment and the fees you incurred be refunded.
When we spoke today, I apologized for the difficulty you experienced. I agreed to refund $80.00 for the bank charges that you incurred. You indicated that you did not wish to have the $195.80 refund any longer and you 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]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 2, 2016, we received your complaint, dated March 1, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 2, 3 and 4, 2016, have been unsuccessful; however, I was able to leave two voice messages. You expressed concern that you lost a $10.00 credit we were providing you for signing up for AutoPay. You were told it would be reinstated and that you will receive a refund for the months you didn’t receive the credit. Our records reflect that the $10.00 credit has been reinstated. In addition, we provided you with a $20.00 refund on March 2, 2016. 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]
October 11, 2016 Dear Ms. [redacted]: On October 10, 2016, we received your complaint, dated October 9, 2016, filed with the Revdex.com. You stated that your DISH Network TV and dishNET internet services were disconnected. You have received a...
collection notice for the balance owed. You feel that the balance is incorrect and you indicated that you had unresolved service issues with the internet. You want the balance owed to be corrected. When we spoke on October 10, 2016, I agreed to waive your internet early termination fee, as a courtesy, and I made some adjustments for equipment charges. This reduced the account balance to $459.24. I explained that the TV early termination fee is correct and you owe for services received. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Dear Mrs. [redacted]: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said you were billed twice for a UFC Pay-Per-View event and you disputed the $59.99 charge. When I spoke with your husband (Mr. [redacted]) today, he informed me...
that he ordered the same UFC event in both SD and HD through the remote control by mistake. I reversed the $59.99 fee for the HD UFC event from your account. He accepted this resolution. 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 ###-###-####
[redacted] Dear Ms. [redacted]: On February 25, 2016, we received your correspondence, dated February 24, 2016, filed with the Revdex.com. You expressed dissatisfaction with the installation and you said that the technician damaged your roof, copper gutter and he defaced your property. You requested that the installation be corrected and the damage be repaired. When we spoke today, you advised me that a technician has corrected the installation. I informed you that a member of the Corporate Field Resolutions Team will also contact you regarding the damage claim. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
January 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 19, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.com. You said that you were charged $99.00 for a set of headphones that were supposed to be provided for free. You also said that you have not received credit for new customer referrals. During our phone conversation, you advised me that you spoke with an agent and the issue was taken care of. I confirmed that the $99.00 charge for the headphones was waived as of January 15, 2016. Also, I confirmed that the agent provided a $10.00 monthly credit for ten months. You agreed with the resolution provided. 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] Tell us why here...
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.
We have paid for service with Dish Network through October and I think it would be easier to cancel at the end of the payment period if that works for Dish Network. Please let me know how to also pay the $100 termination fee.
Sincerely,
[redacted]
September 16, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 16, 2016, filed with the Revdex.com. You expressed concern with an ongoing technical issue that has been preventing you from receiving...
programming. You maintain that you notified DISH Network of the issue multiple times, but it has not been resolved, and it was only after you threatened to cancel your service that anyone offered to send a technician to resolve it. You requested to either cancel your account without penalty or to receive a credit for the period of time that you've been without service. When we spoke, you indicated that the technical issue has since been resolved and your service is working properly. I advised you that your account has been credited for the period you were without service. Additionally, I added seven Pay-Per-View movie coupons to your account. Please go to www.mydish.com/mycertificates to redeem them. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
April 6, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On April 3, 2017, we received your complaint, dated April 1, 2017, filed with the Revdex.com. You said that you were told you would receive [redacted] for 12 months free of charge, but you only received it free for three months. When we spoke, I advised you that I added the [redacted] free for 12 months promotion to your account. We appreciate you bringing this issue to our attention and we regret any inconvenience it may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted]
September 8, 2016 Dear Ms. [redacted]: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You requested to be released from your 24-month commitment due to the loss of your local Fox channel. ...
This account was established under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). It is disclosed in the DHA agreement that we reserve the right to change prices, programming and packages. The commitment remains valid. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. 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: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
Initial Business Response /* (1000, 4, 2015/12/23) */
December 17, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 14, 2015, we received your complaint, dated December 11, 2015, filed with the...
Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX on December 14, 15 and 16, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the early termination fee to disconnect your internet service. You are dissatisfied with the service.
Your internet service was activated on September 19, 2015, with a 24-month commitment. The Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
I made an exception and waived the term commitment for your internet service. You may disconnect this service at any time without penalty. Please be advised that the term commitment for your TV will still apply.
You also mentioned that you experienced technical issues with your TV service, purchased a modem that was not needed and the installation for the internet service was not completed; however, you confirmed that these issues were addressed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 6, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response accepted only because I was alowed to cancel the Internet service without being charged the early termination fee. Technical support issues with poor internet service were never resolved.
Initial Business Response /* (1000, 5, 2016/01/04) */
December 29, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 23, 2015, we received your complaint, dated December 22, 2015, filed...
with the Revdex.com.
You said that your father, Mr. [redacted] moved and he was not able to take his DISH Network service with him. You requested to disconnect his account without early termination fees.
When we spoke, I advised you I was unable to find the documents that you sent, but that I had waived Mr. Holly's early termination fees and backdated his disconnection to September 15, 2015.
I submitted a refund totaling $355.18. We will attempt to send Mr. [redacted] refund electronically; however, if his bank does not accept it, I set it up so the refund check would be sent to your address.
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 (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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you [redacted] and Dish Network for finally resolving my Dad's account!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Ion [redacted]
Initial Business Response /* (1000, 4, 2015/12/16) */
December 14, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 1, 2015, filed...
with the Revdex.com.
You indicated that the limited data available for your internet service is being used up too quickly. You expressed concern that we do not have an application that identifies specifically how the data is distributed. You requested to be released from your 24-month agreement to internet service.
DISH Network uses multiple providers and not all of these are able to identify each packet of information and categorize it. We apologize for the inconvenience. As an exception, I released you from your 24-month agreement to internet service.
You will need to contact us if you choose to disconnect the internet service. You will not be charged an 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: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
[redacted] Dear Mrs. [redacted]: On August 1, 2016, we received your correspondence, dated July 27, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company (owner of WTKR and WGNT) takedown. You also disputed the early termination fee. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected our proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. As a courtesy, we previously provided you with a free over-the-air antenna and a monthly $5.00 credit for six months. You are participating in the Digital Home Advantage (DHA) and DISH’n It Up promotions with separate 24-month commitments. We disclose in our agreements that we reserve the right to change or remove programming at any time. I enclosed your signed agreements for your records. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 5, 2015/07/08) */
July 7, 2015
[redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 1, 2015, we received your complaint, dated June 28, 2015, filed with...
the Revdex.com.
You indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due without your service being interrupted. Your account was established under the Flex 24 lease promotion. This is a Pay-In-Advance (PIA) lease promotion that requires full payment before service are rendered. Accounts are established based on credit qualification and you qualified for a PIA account. We regret that you do not agree with our policy and procedures. Please note, if payment is not made on the due date, service will be interrupted. PIA accounts are not eligible for payment arrangements. I apologize for the information you received and applied a one-time $30.00 courtesy credit to your account.
You mentioned that the correct equipment was not installed. A review of your sales call reveals that you were not informed that you did not qualify for a free Hopper system and you were quoted the prices that included the Hopper system. However, you only qualified only for a PIA account, which included the use of a leased standard-definition receiver with extra charges for additional receivers or upgrades that are due in advance. The sales agent did not advise you of this either.
Because of the information you received during this initial sales call, I released you from your 24-month agreement. Although you are no longer obligated to DISH Network, you may continue your service with no commitment.
I apologize on behalf of DISH Network for the information you received.
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]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all they missed the point of my entire complaint. Grateful for the $30 credit until I got my bill this morning and they actually charged me $30 instead of crediting my account. They also now have changed my bill date to 5 days earlier. It's just total incompetency.
Final Business Response /* (4000, 9, 2015/07/27) */
July 22, 2015
Ms. [redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 21, 2015, we received your complaint, dated July 15, 2015, filed with the Revdex.com.
In your initial complaint, you indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due to prevent service interruptionyet the service was interrupted.
As previously advised, this is a Pay-In-Advance (PIA) account and it requires full payment before service is rendered. PIA accounts are not eligible for payment arrangements. I apologized for the information you received.
You stated that the $30.00 credit that was provided appeared as a charge rather than a credit. This was an error that was corrected during a phone call on July 15, 2015. This correction will be reflected on your next billing statement. I sincerely apologize for this oversight.
In addition, you said that your due date has been changed and your payment is now due five days earlier. DISH Network has made a business decision to change to billing due dates by five days for post-pay account. Since this is a PIA account, the change does not currently affect you. Your payment is still due on the 26th of the month. Please note that if payment is not made on the due date, your service will be interrupted.
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]
Initial Business Response /* (1000, 5, 2015/09/28) */
September 18, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18, 2015, we received your complaint, dated September 17, 2015, filed...
with the Revdex.com.
You said that your DISH Network account was restarted after you requested that it be disconnected.
Our records indicate that this issue was addressed through the[redacted] Enclosed is a copy of our response 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
September 18, 2015
Mr. [redacted] XXXXX
Re: FCC complaint # XXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 16, 2015, we received your complaint, dated September 15, 2015, filed with the[redacted]
You said that your DISH Network account was restarted without your knowledge and you requested a credit of $33.88.
I attempted to reach you at (XXX) XXX-XXXX on September 16, 17 and 18, 2015, and I left three voicemails.
In my last message, I advised you that a refund of $33.88 was sent to your bank today.
We appreciate you bringing this issue to our attention so we may better investigate it, and 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 (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: [redacted] XXXXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I have not recieved any of the correspondence posted on the Revdex.com site, I did check with the credit card company and the statement shows a credit of $33.88 from DISH.
I would like to note that the phone messages left by Mr Simons were not very clear. I did call him back, but he was out, so I left him a message.
We do consider the matter closed.
Dear Ms. [redacted]: On April 19, 2016, we received your complaint, dated April 17, 2016, filed with the Revdex.com. You said that your internet service didn’t work. You also indicated that you were told the early termination fee would be waived. You requested the early termination fee be waived and that you are reimbursed for the internet fees. When we spoke by phone, I advised you that our records don’t reflect that you contacted us regarding technical issues with your internet. Furthermore, we have no record of you being told that the early termination fee would be waived. Therefore, I am unable to meet your requests. We consider the charges on your account to be accurate. 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 January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com. You stated that your DISH Network account was disconnected with a $1,127.23 balance owed. This account was sent to a collection agency and on January 29, 2016, you agreed to settle the account with a $338.71 payment. You recently received a new collection notice from a different agency requesting payment for the remaining $788.52 balance. You requested that the balance be cleared and removed from collections as you were promised when you paid the settlement you were offered. When we spoke on January 12, 2017, I offered to address your concerns with our collection department. I received confirmation today that they resolved the remaining $788.52 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 10, 2017 *
[redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear Ms. [redacted]: On April 3, 2017, we received your complaint, dated March 31, 2017, filed with the Revdex.com. You expressed concern about your programming and billing after the transfer of your DISH Network account. I attempted to reach you at [redacted] on April 6, 7 and 10, 2017, and I left your three voicemails. I also emailed you at [redacted] In my last message, I advised you that I reviewed your transfer of ownership call and found that you requested and you were set up with our Flex Pack with the Variety Pack. Your current monthly rate is $77.40, but once the account is enrolled in eAutoPay, you will receive a monthly $5.00 credit bringing your rate to $72.40. Please contact us at [redacted] or log in to your myDISH.com account to add eAutoPay. As I explained, the agent with whom you spoke provided the incorrect rate of $66.40 for service with the Renewal Offer. We sincerely regret any inconvenience or confusion this issue may have caused and we appreciate you bringing it to our attention. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 2, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with the...
Revdex.com.
You stated that two payments were collected from your bank account on May 25, 2015, by DISH Network. You only authorized one payment of $195.71. You did not authorize the $195.80 payment. You have incurred bank charges related to this error. Additionally, the customer service you encountered while attempting to address the matter did not meet your expectations. You requested that the $195.80 payment and the fees you incurred be refunded.
When we spoke today, I apologized for the difficulty you experienced. I agreed to refund $80.00 for the bank charges that you incurred. You indicated that you did not wish to have the $195.80 refund any longer and you 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]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 2, 2016, we received your complaint, dated March 1, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 2, 3 and 4, 2016, have been unsuccessful; however, I was able to leave two voice messages. You expressed concern that you lost a $10.00 credit we were providing you for signing up for AutoPay. You were told it would be reinstated and that you will receive a refund for the months you didn’t receive the credit. Our records reflect that the $10.00 credit has been reinstated. In addition, we provided you with a $20.00 refund on March 2, 2016. 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]
October 11, 2016 Dear Ms. [redacted]: On October 10, 2016, we received your complaint, dated October 9, 2016, filed with the Revdex.com. You stated that your DISH Network TV and dishNET internet services were disconnected. You have received a...
collection notice for the balance owed. You feel that the balance is incorrect and you indicated that you had unresolved service issues with the internet. You want the balance owed to be corrected. When we spoke on October 10, 2016, I agreed to waive your internet early termination fee, as a courtesy, and I made some adjustments for equipment charges. This reduced the account balance to $459.24. I explained that the TV early termination fee is correct and you owe for services received. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Dear Mrs. [redacted]: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said you were billed twice for a UFC Pay-Per-View event and you disputed the $59.99 charge. When I spoke with your husband (Mr. [redacted]) today, he informed me...
that he ordered the same UFC event in both SD and HD through the remote control by mistake. I reversed the $59.99 fee for the HD UFC event from your account. He accepted this resolution. 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 ###-###-####
March 1, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 25, 2016, we received your correspondence, dated February 24, 2016, filed with the Revdex.com. You expressed dissatisfaction with the installation and you said that the technician damaged your roof, copper gutter and he defaced your property. You requested that the installation be corrected and the damage be repaired. When we spoke today, you advised me that a technician has corrected the installation. I informed you that a member of the Corporate Field Resolutions Team will also contact you regarding the damage claim. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
January 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 19, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.com. You said that you were charged $99.00 for a set of headphones that were supposed to be provided for free. You also said that you have not received credit for new customer referrals. During our phone conversation, you advised me that you spoke with an agent and the issue was taken care of. I confirmed that the $99.00 charge for the headphones was waived as of January 15, 2016. Also, I confirmed that the agent provided a $10.00 monthly credit for ten months. You agreed with the resolution provided. 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] Tell us why here...
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.
We have paid for service with Dish Network through October and I think it would be easier to cancel at the end of the payment period if that works for Dish Network. Please let me know how to also pay the $100 termination fee.
Sincerely,
[redacted]
September 16, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 16, 2016, filed with the Revdex.com. You expressed concern with an ongoing technical issue that has been preventing you from receiving...
programming. You maintain that you notified DISH Network of the issue multiple times, but it has not been resolved, and it was only after you threatened to cancel your service that anyone offered to send a technician to resolve it. You requested to either cancel your account without penalty or to receive a credit for the period of time that you've been without service. When we spoke, you indicated that the technical issue has since been resolved and your service is working properly. I advised you that your account has been credited for the period you were without service. Additionally, I added seven Pay-Per-View movie coupons to your account. Please go to www.mydish.com/mycertificates to redeem them. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
April 6, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On April 3, 2017, we received your complaint, dated April 1, 2017, filed with the Revdex.com. You said that you were told you would receive [redacted] for 12 months free of charge, but you only received it free for three months. When we spoke, I advised you that I added the [redacted] free for 12 months promotion to your account. We appreciate you bringing this issue to our attention and we regret any inconvenience it may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
September 8, 2016 Dear Ms. [redacted]: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You requested to be released from your 24-month commitment due to the loss of your local Fox channel. ...
This account was established under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). It is disclosed in the DHA agreement that we reserve the right to change prices, programming and packages. The commitment remains valid. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. 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: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
Initial Business Response /* (1000, 4, 2015/12/23) */
December 17, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 14, 2015, we received your complaint, dated December 11, 2015, filed with the...
Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX on December 14, 15 and 16, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the early termination fee to disconnect your internet service. You are dissatisfied with the service.
Your internet service was activated on September 19, 2015, with a 24-month commitment. The Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
I made an exception and waived the term commitment for your internet service. You may disconnect this service at any time without penalty. Please be advised that the term commitment for your TV will still apply.
You also mentioned that you experienced technical issues with your TV service, purchased a modem that was not needed and the installation for the internet service was not completed; however, you confirmed that these issues were addressed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 6, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response accepted only because I was alowed to cancel the Internet service without being charged the early termination fee. Technical support issues with poor internet service were never resolved.
Initial Business Response /* (1000, 5, 2016/01/04) */
December 29, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 23, 2015, we received your complaint, dated December 22, 2015, filed...
with the Revdex.com.
You said that your father, Mr. [redacted] moved and he was not able to take his DISH Network service with him. You requested to disconnect his account without early termination fees.
When we spoke, I advised you I was unable to find the documents that you sent, but that I had waived Mr. Holly's early termination fees and backdated his disconnection to September 15, 2015.
I submitted a refund totaling $355.18. We will attempt to send Mr. [redacted] refund electronically; however, if his bank does not accept it, I set it up so the refund check would be sent to your address.
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 (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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you [redacted] and Dish Network for finally resolving my Dad's account!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Ion [redacted]
Initial Business Response /* (1000, 4, 2015/12/16) */
December 14, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 1, 2015, filed...
with the Revdex.com.
You indicated that the limited data available for your internet service is being used up too quickly. You expressed concern that we do not have an application that identifies specifically how the data is distributed. You requested to be released from your 24-month agreement to internet service.
DISH Network uses multiple providers and not all of these are able to identify each packet of information and categorize it. We apologize for the inconvenience. As an exception, I released you from your 24-month agreement to internet service.
You will need to contact us if you choose to disconnect the internet service. You will not be charged an 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: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
August 3, 2016 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On August 1, 2016, we received your correspondence, dated July 27, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company (owner of WTKR and WGNT) takedown. You also disputed the early termination fee. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected our proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. As a courtesy, we previously provided you with a free over-the-air antenna and a monthly $5.00 credit for six months. You are participating in the Digital Home Advantage (DHA) and DISH’n It Up promotions with separate 24-month commitments. We disclose in our agreements that we reserve the right to change or remove programming at any time. I enclosed your signed agreements for your records. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 5, 2015/07/08) */
July 7, 2015
[redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 1, 2015, we received your complaint, dated June 28, 2015, filed with...
the Revdex.com.
You indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due without your service being interrupted. Your account was established under the Flex 24 lease promotion. This is a Pay-In-Advance (PIA) lease promotion that requires full payment before service are rendered. Accounts are established based on credit qualification and you qualified for a PIA account. We regret that you do not agree with our policy and procedures. Please note, if payment is not made on the due date, service will be interrupted. PIA accounts are not eligible for payment arrangements. I apologize for the information you received and applied a one-time $30.00 courtesy credit to your account.
You mentioned that the correct equipment was not installed. A review of your sales call reveals that you were not informed that you did not qualify for a free Hopper system and you were quoted the prices that included the Hopper system. However, you only qualified only for a PIA account, which included the use of a leased standard-definition receiver with extra charges for additional receivers or upgrades that are due in advance. The sales agent did not advise you of this either.
Because of the information you received during this initial sales call, I released you from your 24-month agreement. Although you are no longer obligated to DISH Network, you may continue your service with no commitment.
I apologize on behalf of DISH Network for the information you received.
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]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all they missed the point of my entire complaint. Grateful for the $30 credit until I got my bill this morning and they actually charged me $30 instead of crediting my account. They also now have changed my bill date to 5 days earlier. It's just total incompetency.
Final Business Response /* (4000, 9, 2015/07/27) */
July 22, 2015
Ms. [redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 21, 2015, we received your complaint, dated July 15, 2015, filed with the Revdex.com.
In your initial complaint, you indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due to prevent service interruptionyet the service was interrupted.
As previously advised, this is a Pay-In-Advance (PIA) account and it requires full payment before service is rendered. PIA accounts are not eligible for payment arrangements. I apologized for the information you received.
You stated that the $30.00 credit that was provided appeared as a charge rather than a credit. This was an error that was corrected during a phone call on July 15, 2015. This correction will be reflected on your next billing statement. I sincerely apologize for this oversight.
In addition, you said that your due date has been changed and your payment is now due five days earlier. DISH Network has made a business decision to change to billing due dates by five days for post-pay account. Since this is a PIA account, the change does not currently affect you. Your payment is still due on the 26th of the month. Please note that if payment is not made on the due date, your service will be interrupted.
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]
Initial Business Response /* (1000, 5, 2015/09/28) */
September 18, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18, 2015, we received your complaint, dated September 17, 2015, filed...
with the Revdex.com.
You said that your DISH Network account was restarted after you requested that it be disconnected.
Our records indicate that this issue was addressed through the[redacted] Enclosed is a copy of our response 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
September 18, 2015
Mr. [redacted] XXXXX
Re: FCC complaint # XXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 16, 2015, we received your complaint, dated September 15, 2015, filed with the[redacted]
You said that your DISH Network account was restarted without your knowledge and you requested a credit of $33.88.
I attempted to reach you at (XXX) XXX-XXXX on September 16, 17 and 18, 2015, and I left three voicemails.
In my last message, I advised you that a refund of $33.88 was sent to your bank today.
We appreciate you bringing this issue to our attention so we may better investigate it, and 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 (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: [redacted] XXXXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I have not recieved any of the correspondence posted on the Revdex.com site, I did check with the credit card company and the statement shows a credit of $33.88 from DISH.
I would like to note that the phone messages left by Mr Simons were not very clear. I did call him back, but he was out, so I left him a message.
We do consider the matter closed.
April 21, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On April 19, 2016, we received your complaint, dated April 17, 2016, filed with the Revdex.com. You said that your internet service didn’t work. You also indicated that you were told the early termination fee would be waived. You requested the early termination fee be waived and that you are reimbursed for the internet fees. When we spoke by phone, I advised you that our records don’t reflect that you contacted us regarding technical issues with your internet. Furthermore, we have no record of you being told that the early termination fee would be waived. Therefore, I am unable to meet your requests. We consider the charges on your account to be accurate. 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]
January 16, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com. You stated that your DISH Network account was disconnected with a $1,127.23 balance owed. This account was sent to a collection agency and on January 29, 2016, you agreed to settle the account with a $338.71 payment. You recently received a new collection notice from a different agency requesting payment for the remaining $788.52 balance. You requested that the balance be cleared and removed from collections as you were promised when you paid the settlement you were offered. When we spoke on January 12, 2017, I offered to address your concerns with our collection department. I received confirmation today that they resolved the remaining $788.52 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]