Initi*l Business Response /* (1000, 9, 2015/05/27) */
M*y 22, 2015
Mr. [redacted]
Re: Revdex.com Compl*int # [redacted]
[redacted]
De*r Mr. [redacted]:
On M*y 15, 2015, we received your compl*int, d*ted M*y 12, 2015, filed...
with the Better Business Bure*u.
I unsuccessfully *ttempted to cont*ct you *t ([redacted] on M*y 18, 21 *nd 22, 2015, *nd I left three mess*ges.
You indic*ted th*t when you subscribed to DISH Network service, you were offered * $100.00 debit c*rd, yet you h*ve not received it. You requested th*t we provide you with the gift c*rd or *pply * credit to your *ccount.
This *ccount w*s est*blished through DISH Inst*ll*tions, Inc., *n independent ret*iler. The gift c*rd offer is not * DISH Network offer. Ple*se refer directly to the ret*iler *t ([redacted].
Nevertheless, *s * courtesy, I *pplied * $100.00 credit to your *ccount.
If there *re further questions or concerns *bout this issue, ple*se feel free to cont*ct me *t ([redacted].
Sincerely,
[redacted]
Dispute Resolution Speci*list
Executive Esc*l*tions Te*m
DISH Network, L.L.C.
Phone Hours: Mond*y through Frid*y 7:00 *m to 3:30 pm MDT
([redacted]
cc: Denver / Boulder Better Business Bure*u
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initi*l Consumer Rebutt*l /* (2000, 11, 2015/05/29) */
(The consumer indic*ted he/she ACCEPTED the response from the business.)
Im sorry th*t I did not *nswer your phone c*lls but I do not *nswer 800 number c*lls *s they *re usu*lly telem*rketers, *nd I do not h*ve voice m*il set up. I tried to cont*ct the co. th*t h*d the loc*l *d. they *re the ones th*t told me they could not help me *nd I needed to go to you for *ny future *sst. but th*nk you for t*king c*re *nd crediting my *cct. [redacted] k
March 3, 2016 Mr. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On March 3, 2016, we received your complaint, dated March 3, 2016, filed with the Revdex.com. You indicated that you recently experienced some billing and payment problems with your DISH Network service. Additionally, you are not receiving the pricing and programming you were offered. You requested that these matters be corrected. When we spoke today we reviewed your billing, pricing and programming. I made the necessary corrections to your billing and restored your promotional programming offers that had expired. Additionally, we reviewed your payment processing concerns. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/10/13) */
October 8, 2015
Mr. [redacted]
32081 Anna Marie Lane
Bonsall, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On October 1, 2015, we received your complaint, dated September...
30, 2015, filed with the Revdex.com.
You stated that you recently purchased dishNET satellite internet service. When you purchased the service you were told that your service would be throttled down to 1.5 MBPS when you exceeded your data cap for the month. You experienced lower speeds than you were promised when this occurred. You requested that this be corrected so you receive the speed that you were promised when you purchased your service.
We have reviewed your sales call and our records indicate that incorrect information was provided regarding the speed that you could expect after you exceeded your monthly limits. This matter has been addressed internally.
When we spoke on October 7, 2015, I agreed to provide you a monthly $10.00 credit for the 24-month term of your internet contract. You accepted this resolution. I have enclosed a copy of the dishNET Fair Access Policy for your review.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/02) */
June 30, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with the...
Revdex.com.
Your service was interrupted for non-payment. You contacted DISH Network and requested credit for the time that you were without service. You were denied a credit and you asked that your request be honored.
When we spoke today, we reviewed your account and discussed options to assist you with your monthly bill. I agreed to provide you a $75.00 credit that I applied to your past-due balance. 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]
Complaint Response Date bumped because: Holiday
October 13, 2016 Dear Ms. [redacted]: On October 10, 2016, we received your complaint, dated October 8, 2016, filed with the Revdex.com. You disputed the early termination fees associated with your DISH Network account. You said that you were not...
advised of the data caps or monthly rate during your sales call. When we spoke, I advised you that I reviewed your sales call and I found that you were advised of the data caps, monthly rate, and the data split between Anytime and Off-Peak data. However, as the sales agent indicated you could try out the internet while the technician was at your home and he could remove it if you did not like it, I made an exception and waived your internet early termination fee. As no misinformation was provided, I am unable to waive your TV 24-month commitment. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You indicated that when you purchased your service, you were charged $50.00 more than what you agreed you. You stated that you were told the charge would be refunded. You have not received the refund and you requested that this matter be resolved. My three attempts to contact you at [redacted] and [redacted] on March 30 and 31, 2016, and April 1, 2016, were unsuccessful; however, I was able to leave a message and my contact information at [redacted]. I also sent an email to you at [redacted]@gmail.com (copy enclosed), but I have not received a response. You purchased your service through Go Dish, an independent retail service provider. They charged you the $49.99 processing fee. However, DISH Network charged a $50.00 non-refundable activation fee on March 17, 2016. It is unclear in your complaint which fee you are disputing. Please note both fees are disclosed at the time of sale. 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]
[redacted]: On February 22, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 23, 24 and 25, 2016, have been unsuccessful; however, I was able to leave two voice messages. You said you disconnected your DISH Network account because you didn’t receive the channels you were advised that you would receive. You requested that the early termination fee be waived. A review of your account reveals that you placed your order for our service through GoDish.com LTD (713-983-2200). I have forwarded a copy of your complaint to them for review. In the interest of customer service, I waived the balance on your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7039. 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]
Dish has placed 2 Hard Inquiries on my credit file. I would like them to produce my credit score and my credit report showing my credit score lower than 580 which was basis of them trying to charge me $50 for Hopper 3 in first chat and then $25 in the second chat. This is nothing but "Bait...
& Switch" business practice. Since I already have inquiries on my report placed by DISH, it should not only have them removed ASAP but compensate me somehow for committing fraud and accessing my credit file under false pretense and deceptive business model.
[redacted] Dear [redacted]: On May 9, 2017, we received your complaint, dated May 8, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 17, 18 and 19, 2017, and I left three messages. I also sent an email to [redacted] with a request to contact me. You indicated that you disconnected your service because your price increased after one year of service when you had a two-year contract. You disputed the $371.29 balance and indicated that you experienced technical issues. Your account was initiated through Satellite Sales and Service under the Digital Home Advantage 24-month agreement, which includes an early termination fee if the commitment was not fulfilled. You also took advantage of the 12-month introductory offer which provided you with a monthly $50.00 monthly discount for the first year of service. After the first year, you began to be billed the regular price. Satellite Sales and Service informed us that they did not offer you a two-year price guarantee. They also have no record of you contacting them with any technical issues. We also have no record of technical issues being reported. Nonetheless, as an exception I removed the $220.00 early termination fee and the $10.00 equipment return fee from your account. The remaining balance of $115.43 is for unpaid service rendered. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted] Dear Mrs. [redacted]: On December 5, 2017, we received your complaint, dated December 4, 2017, filed with the Revdex.com. You expressed concern regarding the early termination fee, claiming that the two-year commitment was not disclosed to you. When we spoke today, I advised you that 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 [redacted] Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On August 5, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You indicated that you were provided false information and that my response stated differently. You requested to be released from both the TV and the internet and phone commitment because of this. Your previous complaint did not mention your concerns regarding access to our internet service through CenturyLink, which was your previous provider. Therefore, I did not mentioned it in my response. When I spoke with you by telephone today, I informed you that I have released you from both 24-month commitments. I also advised you that you are paid to September 3, 2016, and to contact me if you decide to disconnect your account. 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
January 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your rebuttal, dated January 14, 2016, filed with the Revdex.com. You maintain that you were offered a rate of $43.49 for 25 months. As I stated in my previous response, there is no record of this offer and no further credit will be applied. 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 correspondence, dated January 10, 2017, filed with the Revdex.com. You requested that DISH Network remove low-hanging cables from your yard. I reported this matter to the local installation office. On January 12, 2017, a Field Service Manager removed the DISH Network cable attached to your home. However, the technician found that the additional cables hanging from the pole in the alley belong to [redacted]. When we spoke today, you confirmed that the technician fixed the DISH Network cable and you said that you called [redacted] regarding their cables. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:First thank you for your help in this matter. As of today, November 1, 2016 I have NOT received the refund from this business. I did speak to them on October 6th, when they verbally verified an expedited refund, but as I did not receive it I followed that up with a phone conversation on approximately October 20th and was told on that date that they would send to my email a tracking number for the refund they said they issued. I have NOT received an email from them nor a refund check. So neither have they refunded me, nor have they sent the tracking number assigned to this refund to prove that it exists or that they have followed through with what they said they would do.
Sincerely,
[redacted]
Dear Mr. [redacted]: On February 22, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You maintain that you never received a modem from DISH Network. You said that you purchased your modem from [redacted] and that is what you have used with the internet service. You requested that the leased modem be removed from your account, and a credit for the lease fees that you have been charged. A review of your account reveals that DISH Network shipped you a dishNET modem via UPS when you ordered the TV and internet service. When we spoke, I advised you that I made an exception and removed the modem from your account and applied a credit to reverse the modem lease fees. I submitted a request to refund you $240.00. Please allow five to seven days for processing. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
Tell us why here...October 27, 2016 Dear Ms. [redacted]: On October 20, 2016, we received your complaint, dated October 20, 2016, filed with the Revdex.com. You indicated that you rejected my previous response and you maintain that you made multiple requests to change the due date that were not honored. A review of our records reveals that while you made a few requests for payment extensions, there were no other requests for a due date change. As I previously stated, we first received a request to change your billing date to the 23rd on August 23, 2016. Due to system limitations, we require two monthly billing cycles before the billing date change is fully processed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 7:00 am-3:30 pm MST, MON-FRI###-###-####
Complaint: [redacted]
I am rejecting this response because: I submitted the documents on 26 January. I have contacted Ms. A[redacted] again about the documents. Hopefully this will be resolved soon.
Sincerely,
[redacted]
July 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 29, 2017, we received your complaint, dated June 28, 2017, filed with the Revdex.com. As I indicated in my email dated July 7, 2017, I am providing you with a written response. You maintain that you are not receiving the same channels after you agreed to a new 24-month commitment. You would like the desired channels back or your term commitment waived. A review of the customer service call from May 24, 2017, found that you contacted us to inquire about the Renewal Offer. The agent advised you that this offer would reduce the cost of the America’s Top 120 Plus package to $64.99 a month ($59.99 with Credit Card AutoPay) and the price would be locked for two years. As you were dissatisfied with the total monthly rate quoted (including equipment fees), you advised the agent that you did not wish to redeem the Renewal Offer. As you requested, the agent deactivated one of your receivers, reducing your monthly rate by $7.00. Please note, during this call no specific channels were discussed or requested. Our records show that you redeemed the Renewal Offer on May 29, 2017, through your online DISH Network account. As a result, a 24-month commitment was added to your account. Please be advised that only the cost of the package was changed: the package itself and channels were not changed. A review of all contact that you made with our Customer Service Department via chat and email indicates that you were no longer receiving [redacted]. You also mentioned that you watch [redacted] and [redacted]. Please be advised that [redacted] and [redacted] are available in your current programming package. Our records confirm that [redacted] and [redacted] were available as a free preview from May 2, 2017, through June 1, 2017. [redacted] was also available as a free preview from June 1, 2017, through July 4, 2017. Please be advised that channels provided in a free preview are not part of your package and will be removed when the free preview ends. As [redacted] and [redacted] are not available in your programming package, we are unable to provide you with these channels without a package upgrade. The term commitment on your account remains valid, as we disclose in our agreements that our programming packages may change at any time. We apologize for any inconvenience this issue may have cause. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 18, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Better...
Business Bureau.
You stated that you are having issues with your dishNET internet service. Your Off-peak usage is being deducted from your Anytime usage. You requested that this be resolved.
Our records indicate that you had an email conversation today with Mr. Mark Duffy for our Executive Resolutions Department. He explained to you that Viasat is unable to apply Off-peak usage for our customers. He offered to provide you with a $25.00 credit for 12 months. 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]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DID NOT acccept this offer!
On May 18, 2015 my response to this offer was:
"While a $25 per month credit might be nice, delivering on what Dish advertises OR pulling the bonus 5Gb advertising come on is preferred...your choice.
Keep the $25/month credit, I want the 'bonus' 5Gb or I want the bait and switch advertising dropped. I believe the FTC would agree."
I have saved all the email correspondence.
IF Dish Network acknowledges Viastat is unable to "apply off peak usage for our customers..." WHY DOES DISH NETWORK CONTINUE TO HAVE THIS PERK IN THEIR ADVERTISING, IF IT CAN NOT BE PROVIDED?
Final Consumer Response /* (4200, 10, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution offered, just a statement indicating "...there was an error with the specific versions of software you were provided by Viastat." If that is the case, just update the software, which is not mentioned.
This is NOT a resolution, just another excuse, one of several I've received over the past year plus.
They indicated we reached a resolution which we have not AND that I accepted a $25.00 per month credit for the next 12 billings...I DID NOT ACCEPT THIS! My response to this offer from Mark Duffy was as follows:
"While a $25 per month credit might be nice, delivering on what Dish advertises OR pulling the bonus 5Gb advertising 'come on' is preferred...your choice.
Keep the $25/month credit, I want the 'bonus' 5Gb or I want the bait and switch advertising dropped. I believe the FTC would agree."
My Dish Network account page still displays a bar graph indicating 5Gb BONUS/OFF PEAK usage and their web site still references this OFF PEAK data availability (2am - 8am). Despite this, DishNetwork does not provide this. If they can not deliver on this, why does it still appear on my account and in their advertising?
It occurred to me their offer of a $25/month credit is basically an admission of guilt.
Final Business Response /* (4000, 12, 2015/06/15) */
June 11, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 5, 2015, we received your rebuttal, dated June 4, 2015, filed with the Revdex.com.
You continue to request reporting on your off-peak 5GB bonus usage. You declined the offer of a $25.00 courtesy credit for 12 months. You continue to claim that you are not receiving the 5GB off-peak bonus as advertised and you feel that our advertising regarding this matter is false and needs to be removed.
When we spoke yesterday, per your suggestion in your rebuttal, you were offered an increase to a 10GB package, and the $25.00 credit for twelve months. You declined this offer.
There is a correction to my previous response: tracking of the off-peak usage is not a software-related issue as previously stated.
Viasat, the 3rd party provider for dishNET internet in your area, does not track/monitor off-peak usage. Your off-peak usage is therefore unrestricted and exceeds the bonus 5GB off-peak offer. As I explained, this has no impact on your 5GB of anytime usage.
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]
Final Consumer Response /* (2000, 6, 2015/08/25) */
It has been resolved thank you!
Initi*l Business Response /* (1000, 9, 2015/05/27) */
M*y 22, 2015
Mr. [redacted]
Re: Revdex.com Compl*int # [redacted]
[redacted]
De*r Mr. [redacted]:
On M*y 15, 2015, we received your compl*int, d*ted M*y 12, 2015, filed...
with the Better Business Bure*u.
I unsuccessfully *ttempted to cont*ct you *t ([redacted] on M*y 18, 21 *nd 22, 2015, *nd I left three mess*ges.
You indic*ted th*t when you subscribed to DISH Network service, you were offered * $100.00 debit c*rd, yet you h*ve not received it. You requested th*t we provide you with the gift c*rd or *pply * credit to your *ccount.
This *ccount w*s est*blished through DISH Inst*ll*tions, Inc., *n independent ret*iler. The gift c*rd offer is not * DISH Network offer. Ple*se refer directly to the ret*iler *t ([redacted].
Nevertheless, *s * courtesy, I *pplied * $100.00 credit to your *ccount.
If there *re further questions or concerns *bout this issue, ple*se feel free to cont*ct me *t ([redacted].
Sincerely,
[redacted]
Dispute Resolution Speci*list
Executive Esc*l*tions Te*m
DISH Network, L.L.C.
Phone Hours: Mond*y through Frid*y 7:00 *m to 3:30 pm MDT
([redacted]
cc: Denver / Boulder Better Business Bure*u
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initi*l Consumer Rebutt*l /* (2000, 11, 2015/05/29) */
(The consumer indic*ted he/she ACCEPTED the response from the business.)
Im sorry th*t I did not *nswer your phone c*lls but I do not *nswer 800 number c*lls *s they *re usu*lly telem*rketers, *nd I do not h*ve voice m*il set up. I tried to cont*ct the co. th*t h*d the loc*l *d. they *re the ones th*t told me they could not help me *nd I needed to go to you for *ny future *sst. but th*nk you for t*king c*re *nd crediting my *cct. [redacted] k
March 3, 2016 Mr. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On March 3, 2016, we received your complaint, dated March 3, 2016, filed with the Revdex.com. You indicated that you recently experienced some billing and payment problems with your DISH Network service. Additionally, you are not receiving the pricing and programming you were offered. You requested that these matters be corrected. When we spoke today we reviewed your billing, pricing and programming. I made the necessary corrections to your billing and restored your promotional programming offers that had expired. Additionally, we reviewed your payment processing concerns. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/10/13) */
October 8, 2015
Mr. [redacted]
32081 Anna Marie Lane
Bonsall, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On October 1, 2015, we received your complaint, dated September...
30, 2015, filed with the Revdex.com.
You stated that you recently purchased dishNET satellite internet service. When you purchased the service you were told that your service would be throttled down to 1.5 MBPS when you exceeded your data cap for the month. You experienced lower speeds than you were promised when this occurred. You requested that this be corrected so you receive the speed that you were promised when you purchased your service.
We have reviewed your sales call and our records indicate that incorrect information was provided regarding the speed that you could expect after you exceeded your monthly limits. This matter has been addressed internally.
When we spoke on October 7, 2015, I agreed to provide you a monthly $10.00 credit for the 24-month term of your internet contract. You accepted this resolution. I have enclosed a copy of the dishNET Fair Access Policy for your review.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/02) */
June 30, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with the...
Revdex.com.
Your service was interrupted for non-payment. You contacted DISH Network and requested credit for the time that you were without service. You were denied a credit and you asked that your request be honored.
When we spoke today, we reviewed your account and discussed options to assist you with your monthly bill. I agreed to provide you a $75.00 credit that I applied to your past-due balance. 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]
Complaint Response Date bumped because: Holiday
October 13, 2016 Dear Ms. [redacted]: On October 10, 2016, we received your complaint, dated October 8, 2016, filed with the Revdex.com. You disputed the early termination fees associated with your DISH Network account. You said that you were not...
advised of the data caps or monthly rate during your sales call. When we spoke, I advised you that I reviewed your sales call and I found that you were advised of the data caps, monthly rate, and the data split between Anytime and Off-Peak data. However, as the sales agent indicated you could try out the internet while the technician was at your home and he could remove it if you did not like it, I made an exception and waived your internet early termination fee. As no misinformation was provided, I am unable to waive your TV 24-month commitment. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
April 4, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You indicated that when you purchased your service, you were charged $50.00 more than what you agreed you. You stated that you were told the charge would be refunded. You have not received the refund and you requested that this matter be resolved. My three attempts to contact you at [redacted] and [redacted] on March 30 and 31, 2016, and April 1, 2016, were unsuccessful; however, I was able to leave a message and my contact information at [redacted]. I also sent an email to you at [redacted]@gmail.com (copy enclosed), but I have not received a response. You purchased your service through Go Dish, an independent retail service provider. They charged you the $49.99 processing fee. However, DISH Network charged a $50.00 non-refundable activation fee on March 17, 2016. It is unclear in your complaint which fee you are disputing. Please note both fees are disclosed at the time of sale. 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]
February 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms....
[redacted]: On February 22, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 23, 24 and 25, 2016, have been unsuccessful; however, I was able to leave two voice messages. You said you disconnected your DISH Network account because you didn’t receive the channels you were advised that you would receive. You requested that the early termination fee be waived. A review of your account reveals that you placed your order for our service through GoDish.com LTD (713-983-2200). I have forwarded a copy of your complaint to them for review. In the interest of customer service, I waived the balance on your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7039. 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]
Dish has placed 2 Hard Inquiries on my credit file. I would like them to produce my credit score and my credit report showing my credit score lower than 580 which was basis of them trying to charge me $50 for Hopper 3 in first chat and then $25 in the second chat. This is nothing but "Bait...
& Switch" business practice. Since I already have inquiries on my report placed by DISH, it should not only have them removed ASAP but compensate me somehow for committing fraud and accessing my credit file under false pretense and deceptive business model.
May 19, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 9, 2017, we received your complaint, dated May 8, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 17, 18 and 19, 2017, and I left three messages. I also sent an email to [redacted] with a request to contact me. You indicated that you disconnected your service because your price increased after one year of service when you had a two-year contract. You disputed the $371.29 balance and indicated that you experienced technical issues. Your account was initiated through Satellite Sales and Service under the Digital Home Advantage 24-month agreement, which includes an early termination fee if the commitment was not fulfilled. You also took advantage of the 12-month introductory offer which provided you with a monthly $50.00 monthly discount for the first year of service. After the first year, you began to be billed the regular price. Satellite Sales and Service informed us that they did not offer you a two-year price guarantee. They also have no record of you contacting them with any technical issues. We also have no record of technical issues being reported. Nonetheless, as an exception I removed the $220.00 early termination fee and the $10.00 equipment return fee from your account. The remaining balance of $115.43 is for unpaid service rendered. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
December 13, 2017 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 5, 2017, we received your complaint, dated December 4, 2017, filed with the Revdex.com. You expressed concern regarding the early termination fee, claiming that the two-year commitment was not disclosed to you. When we spoke today, I advised you that 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 [redacted] Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On August 5, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You indicated that you were provided false information and that my response stated differently. You requested to be released from both the TV and the internet and phone commitment because of this. Your previous complaint did not mention your concerns regarding access to our internet service through CenturyLink, which was your previous provider. Therefore, I did not mentioned it in my response. When I spoke with you by telephone today, I informed you that I have released you from both 24-month commitments. I also advised you that you are paid to September 3, 2016, and to contact me if you decide to disconnect your account. 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
January 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your rebuttal, dated January 14, 2016, filed with the Revdex.com. You maintain that you were offered a rate of $43.49 for 25 months. As I stated in my previous response, there is no record of this offer and no further credit will be applied. 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 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On January 11, 2017, we received your correspondence, dated January 10, 2017, filed with the Revdex.com. You requested that DISH Network remove low-hanging cables from your yard. I reported this matter to the local installation office. On January 12, 2017, a Field Service Manager removed the DISH Network cable attached to your home. However, the technician found that the additional cables hanging from the pole in the alley belong to [redacted]. When we spoke today, you confirmed that the technician fixed the DISH Network cable and you said that you called [redacted] regarding their cables. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:First thank you for your help in this matter. As of today, November 1, 2016 I have NOT received the refund from this business. I did speak to them on October 6th, when they verbally verified an expedited refund, but as I did not receive it I followed that up with a phone conversation on approximately October 20th and was told on that date that they would send to my email a tracking number for the refund they said they issued. I have NOT received an email from them nor a refund check. So neither have they refunded me, nor have they sent the tracking number assigned to this refund to prove that it exists or that they have followed through with what they said they would do.
Sincerely,
[redacted]
Dear Mr. [redacted]: On February 22, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You maintain that you never received a modem from DISH Network. You said that you purchased your modem from [redacted] and that is what you have used with the internet service. You requested that the leased modem be removed from your account, and a credit for the lease fees that you have been charged. A review of your account reveals that DISH Network shipped you a dishNET modem via UPS when you ordered the TV and internet service. When we spoke, I advised you that I made an exception and removed the modem from your account and applied a credit to reverse the modem lease fees. I submitted a request to refund you $240.00. Please allow five to seven days for processing. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
Tell us why here...October 27, 2016 Dear Ms. [redacted]: On October 20, 2016, we received your complaint, dated October 20, 2016, filed with the Revdex.com. You indicated that you rejected my previous response and you maintain that you made multiple requests to change the due date that were not honored. A review of our records reveals that while you made a few requests for payment extensions, there were no other requests for a due date change. As I previously stated, we first received a request to change your billing date to the 23rd on August 23, 2016. Due to system limitations, we require two monthly billing cycles before the billing date change is fully processed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 7:00 am-3:30 pm MST, MON-FRI###-###-####
Complaint: [redacted]
I am rejecting this response because: I submitted the documents on 26 January. I have contacted Ms. A[redacted] again about the documents. Hopefully this will be resolved soon.
Sincerely,
[redacted]
July 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 29, 2017, we received your complaint, dated June 28, 2017, filed with the Revdex.com. As I indicated in my email dated July 7, 2017, I am providing you with a written response. You maintain that you are not receiving the same channels after you agreed to a new 24-month commitment. You would like the desired channels back or your term commitment waived. A review of the customer service call from May 24, 2017, found that you contacted us to inquire about the Renewal Offer. The agent advised you that this offer would reduce the cost of the America’s Top 120 Plus package to $64.99 a month ($59.99 with Credit Card AutoPay) and the price would be locked for two years. As you were dissatisfied with the total monthly rate quoted (including equipment fees), you advised the agent that you did not wish to redeem the Renewal Offer. As you requested, the agent deactivated one of your receivers, reducing your monthly rate by $7.00. Please note, during this call no specific channels were discussed or requested. Our records show that you redeemed the Renewal Offer on May 29, 2017, through your online DISH Network account. As a result, a 24-month commitment was added to your account. Please be advised that only the cost of the package was changed: the package itself and channels were not changed. A review of all contact that you made with our Customer Service Department via chat and email indicates that you were no longer receiving [redacted]. You also mentioned that you watch [redacted] and [redacted]. Please be advised that [redacted] and [redacted] are available in your current programming package. Our records confirm that [redacted] and [redacted] were available as a free preview from May 2, 2017, through June 1, 2017. [redacted] was also available as a free preview from June 1, 2017, through July 4, 2017. Please be advised that channels provided in a free preview are not part of your package and will be removed when the free preview ends. As [redacted] and [redacted] are not available in your programming package, we are unable to provide you with these channels without a package upgrade. The term commitment on your account remains valid, as we disclose in our agreements that our programming packages may change at any time. We apologize for any inconvenience this issue may have cause. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 18, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Better...
Business Bureau.
You stated that you are having issues with your dishNET internet service. Your Off-peak usage is being deducted from your Anytime usage. You requested that this be resolved.
Our records indicate that you had an email conversation today with Mr. Mark Duffy for our Executive Resolutions Department. He explained to you that Viasat is unable to apply Off-peak usage for our customers. He offered to provide you with a $25.00 credit for 12 months. 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]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DID NOT acccept this offer!
On May 18, 2015 my response to this offer was:
"While a $25 per month credit might be nice, delivering on what Dish advertises OR pulling the bonus 5Gb advertising come on is preferred...your choice.
Keep the $25/month credit, I want the 'bonus' 5Gb or I want the bait and switch advertising dropped. I believe the FTC would agree."
I have saved all the email correspondence.
IF Dish Network acknowledges Viastat is unable to "apply off peak usage for our customers..." WHY DOES DISH NETWORK CONTINUE TO HAVE THIS PERK IN THEIR ADVERTISING, IF IT CAN NOT BE PROVIDED?
Final Consumer Response /* (4200, 10, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution offered, just a statement indicating "...there was an error with the specific versions of software you were provided by Viastat." If that is the case, just update the software, which is not mentioned.
This is NOT a resolution, just another excuse, one of several I've received over the past year plus.
They indicated we reached a resolution which we have not AND that I accepted a $25.00 per month credit for the next 12 billings...I DID NOT ACCEPT THIS! My response to this offer from Mark Duffy was as follows:
"While a $25 per month credit might be nice, delivering on what Dish advertises OR pulling the bonus 5Gb advertising 'come on' is preferred...your choice.
Keep the $25/month credit, I want the 'bonus' 5Gb or I want the bait and switch advertising dropped. I believe the FTC would agree."
My Dish Network account page still displays a bar graph indicating 5Gb BONUS/OFF PEAK usage and their web site still references this OFF PEAK data availability (2am - 8am). Despite this, DishNetwork does not provide this. If they can not deliver on this, why does it still appear on my account and in their advertising?
It occurred to me their offer of a $25/month credit is basically an admission of guilt.
Final Business Response /* (4000, 12, 2015/06/15) */
June 11, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 5, 2015, we received your rebuttal, dated June 4, 2015, filed with the Revdex.com.
You continue to request reporting on your off-peak 5GB bonus usage. You declined the offer of a $25.00 courtesy credit for 12 months. You continue to claim that you are not receiving the 5GB off-peak bonus as advertised and you feel that our advertising regarding this matter is false and needs to be removed.
When we spoke yesterday, per your suggestion in your rebuttal, you were offered an increase to a 10GB package, and the $25.00 credit for twelve months. You declined this offer.
There is a correction to my previous response: tracking of the off-peak usage is not a software-related issue as previously stated.
Viasat, the 3rd party provider for dishNET internet in your area, does not track/monitor off-peak usage. Your off-peak usage is therefore unrestricted and exceeds the bonus 5GB off-peak offer. As I explained, this has no impact on your 5GB of anytime usage.
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]