April 5, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 5, 2016, we received your complaint, dated April 3, 2016, filed with the Revdex.com. You indicated that your account was not disconnected as you requested. You also expressed concern with the customer service you received. When I spoke with you by telephone today, I informed you that our records show only one disconnection request, on March 19, 2016. You said that you first attempted to disconnect through Frontier, as your account is bundled with them. During our conversation, you stated that you would like to continue with direct DISH Network service. Your monthly service charges are $90.99 plus tax. I provided you with a monthly credit of $15.00 for 12 months, which will reduce your monthly cost to $75.99 plus tax. You accepted this offer. 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 (720) 514-7307
December 15, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####194
Dear Ms. [redacted]:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com.
My attempts to...
contact you by phone at ###-###-#### on December 11, 14 and 15, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the early termination fee to disconnect your service. You stated that you experienced unresolved technical issues.
Your service was activated on July 29, 2014, with a 24-month commitment.
Our records confirm ongoing technical issues and our attempts to resolve them. On December 2, 2015, your term commitment was waived and your service was disconnected.
I submitted a total refund check of $169.14 for your last two payments. Please allow two to four weeks for processing.
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, 6:30 am - 3:00 pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Ms. [redacted]: On January 31, 2017, we received your complaint, dated January 30, 2017, filed with the Revdex.com. You stated that DISH Network was providing you [redacted] at no additional charge. You recently lost this programming when changes were made to your account. Your attempts to resolve the matter have been unsuccessful and the customer service you encountered did not meet your expectations. You would like the programming you were receiving prior to this change restored at the $135.00 price you were quoted. When we spoke on February 1, 2017, I agreed to make the necessary programming changes. I applied a monthly $20.33 credit to your account for ten months to provide the price that you were quoted. Additionally, I waived the charge for your speaker purchase in light of your customer service experience. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only option available to me.
Sincerely,
[redacted]
Dear Mr. [redacted]: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com. You expressed concern regarding the $64.99 price offered in a DISH Network promotion. My three attempts to contact you at ###-###-#### on January 7, 8 and 11, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at d[redacted]@gmail.com (copy enclosed), but I have not received a response. Please contact me at ###-###-#### at your earliest convenience to address your concern. I will be happy to review the offer you were provided. 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] [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 4, 2015/12/17) */
December 11, 2015
Mr. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your correspondence, dated December 3, 2015,...
filed with the Revdex.com.
You indicated that your mother, Ms. [redacted] moved to a nursing facility and she would like her DISH Network account disconnected. You made several unsuccessful attempts to disconnect the service. Additionally, the customer service that you encountered did not meet your expectations. You requested that this matter be resolved.
There was no contact phone number provided in your correspondence and I have not received a reply to my three attempts to reach you via your [redacted]@gmail.com email address (copy enclosed).
As a courtesy, I waived the early termination fee on your mother's account. Please contact me at your earliest convenience to complete the account disconnection.
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
[redacted]
[redacted] XXXXX
[redacted]
January 7, 2016Mr. [redacted]Las Vegas, NV [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Mr. [redacted]:On...
January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com.You stated that you recently disconnected your DISH Network account as you were displeased with the cost of service. You have since received notification that you were under a contractual commitment and that you will be charged a $360.00 early termination fee. You disagree that you were under a contract and would like the matter resolved. Our records indicate that this issue was addressed by [redacted], a DISH Network Dispute Resolution Specialist, on December 30, 2015. She was unable to locate a contract and waived your early termination fee and return shipping charges. 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI[redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
[redacted] Dear Ms. [redacted]: On May 30, 2017, we received your complaint, dated May 26, 2017, filed with the Revdex.com. You stated that DISH Network has debited your husband’s (Rick [redacted]) credit card account for charges associated with his brother-in-law’s ([redacted]) DISH Network account. Although Mr. [redacted] provided his credit card account information to assist Mr. [redacted] in establishing service in 2015, Mr. [redacted] was under the impression that he was agreeing to a one-time charge. In January, $595.00 was debited from Mr. [redacted]’s credit card account. You disputed the credit card charge but the dispute was denied. While addressing this matter, you were advised that Mr. [redacted]’s credit card account information is being used on other DISH Network accounts. You indicated that Mr. [redacted] requested that his credit card account information be removed from Mr. [redacted]’s account. You would like a refund for the $595.00. When we spoke today, I advised you that I was unable to confirm that any prior request was made from Mr. [redacted] to remove his credit card account information from Mr. [redacted]’s account. I have now requested that the information be removed. We reviewed the payments collected from Mr. [redacted]’s credit card account for Mr. [redacted]’s DISH Network account. I agreed to refund the $595.00 and a $260.00 charge. You accepted this resolution. We reviewed the other DISH Network accounts linked to Mr. [redacted]’s credit card account information and determined that those charges were authorized. 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, 5, 2015/09/18) */
September 10, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 4, 2015, we received your complaint, dated September 3,...
2015, filed with the Revdex.com.
You maintain that you are experiencing ongoing technical issues and requested additional adjustments and a resolution to the issue.
When we spoke, I advised you that your account is currently interrupted due to non-payment. As you are not currently receiving full service, we are not able to troubleshoot your issue or schedule a work order. Our records indicate that the technicians that have been sent previously were able to resolve your issue with standard troubleshooting steps.
I offered you a one-time credit of $104.11 as a courtesy.
We recommend that if you continue experiencing issues, please contact us so we may resolve this issue. Please note that as the issue is ongoing, no matter what steps we take with your specific equipment, this may be an issue with the system you share with your apartment complex.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Mr. and Mrs. [redacted]: On January 28, 2016, we received your correspondence, dated January 27, 2016, filed with the Revdex.com. You maintain you were overcharged for programming. You said you were to receive a refund for one month of service, and you expressed concern with the...
customer service you received. You requested to cancel your service without an early termination fee. I attempted to reach you at ###-###-#### on January 28, 2016, and February 1 and 3, 2016. I left one voice message. On the other two occasions there was no option to leave a message. Our records show that we provided you with the HBO, Cinemax, Showtime and DISH Movie Pack channels free for three months. When the free service ended you were billed the regular price for the premium channels. For this reason, a payment of $119.99 was collected on December 21, 2015. To correct this matter, the channels were removed on December 22, 2015, and a total credit of $45.31 was applied to your account, which covered the amount you were billed for the premium channels. A refund of $74.69 was applied to your credit card account ending in 2078 on December 28, 2015. This transaction made the amount due for the next month $104.37. As a result, a payment for the same amount was collected on January 21, 2016. As a courtesy, a credit of $104.37 was applied to your account and a refund of $104.37 was returned to your credit card account ending in 2078 on January 26, 2016. No additional credit or refund is warranted. Although the early termination fee is valid, I made an exception and waived your $400.00 early termination fee. You may cancel your service at any time without penalty. 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, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
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,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Diane [redacted] Oh yes I knew they would say that well, I have been in touch with the tv stations and it is not on their end. How come the field representative that was here told me that they have had a couple of other people with the same problem It is very frustrating when every show I watch it happens and I mean every one. All I can say is this is some way to treat your long time customers. Really good way to run a business. And another thing they come out with a bigger hopper to record more shows at once, like I told them you would think they would get one perfected before they put another one out. But I have heard from the techs that they don't care at all and I am seeing that now. It is a poor way to handle a problem if you don't like it leave that really sounds good.
[redacted]
[redacted] Dear Mr. and Mrs. [redacted]: On February 23, 2017, we received your complaint, dated February 22, 2017, filed with the Revdex.com. You said that you were told that DISH Network offered a trial period for internet service. You requested to have your 24-month internet commitment waived. When we spoke, I advised you that I reviewed your calls to DISH Network and I found no offer for a trial period for internet service. As I explained, due to the cost of initiating and installing service, DISH Network is not able to offer a trial period. As such, we are unable to honor your request to waive your 24-month commitment for internet service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/11/11) */
November 9, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 6, 2015, we received your correspondence, dated November 5, 2015, filed...
with the Revdex.com.
You stated that you are moving overseas and will no longer be able to use your DISH Network service. You disconnected your account and you have been billed a $158.69 early termination fee, per the terms of your contractual agreement. You requested that the fee be waived.
In our November 6, 2015, email correspondence, I offered to waive your early termination fee as a courtesy. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. 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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish Network responded:Hello [redacted]
Thank you for your reply.
The contract signature was capture on a tablet presented by the installing tech.
However, due to the circumstances of your relocation, I have made an exceptions and resolved the $158.69 balance on your disconnected account.
Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
Please reply to this email with your acceptance of this resolution.
And I concurred.
[redacted]: On February 22, 2016, we received your correspondence, dated February 19, 2016, filed with the Revdex.com. You stated that when you added internet and phone to your existing DISH Network TV service, you were quoted lower rates than you were charged. This led you to cancel these services. You have been billed $240.00 for the early termination fee. Additionally, you have been billed $99.00 for unreturned equipment. You requested that these charges be resolved. When we spoke on February 23, 2016, I offered to waive your $240.00 early termination fee. You provided tracking information on the equipment return. I removed the equipment from your account and resolved the $99.00 fee. 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
Complaint: [redacted]
I am rejecting this response because: I canceled services due to poor customer service, lack of communication, and extended loss of channels. The contract does state that programming is due to change but it does not state that it includes complete loss of multiple primary stations for months. My contract was voided by
The provider. The response does not address the poor customer service or cancelation fee that is not applicable due to failure to provide the contracted service.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Ms. [redacted]: On January 5, 2016, we received your correspondence, dated January 4, 2016, filed with the Revdex.com. You said you were offered two gift cards, in the amounts of $100.00 and $25.00. You said you only received a $25.00 gift card. ...
When we spoke today, I advised you that a gift card promotional code must be provided at the time of sale for processing. I reviewed your sales call that took place on September 5, 2015. You called in regarding an offer you received through the mail and you told our agent that you did not have the advertisement with you. You proceeded with the sale and our agent agreed to provide you with a $25.00 gift card. The agent asked you to contact her directly to provide the promotional offer code listed on your advertisement for processing. The agent provided you with her direct contact number. We have no record that you contacted DISH Network regarding the $100.00 gift card offer until November 2015. I reviewed the recorded call that took place on November 30, 2015. Although no promotional code was provided at the time of sale, our agent made an exception and applied a $100.00 programming credit to your account. In addition, the $100.00 gift card offer was honored. Please allow eight weeks for processing and mailing. 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 ###-###-####
Dear Ms. [redacted]: On February 1, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You indicated that a $74.45 online payment on September 29, 2015, was collected twice and that a block was placed on your account for credit card payments. You...
expressed concern that your monthly bill increased in January 2016, and you questioned why you were billed twice in January 2016. Our records reveal that this issue was addressed through the Federal Communications Commission on January 27, 2016. Enclosed is a copy of that correspondence for your review. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
March 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your rebuttal, dated March 5, 2016, filed with the Revdex.com. You said that you did not agree to place your account on DISH Pause and that you never gave DISH Network permission to debit your bank account. Our records indicate that you placed your account on DISH Pause; however, as I was unable to review that call, I waived your programming balance. Please refer to the Digital Home Advantage customer agreement I enclosed in my previous response wherein you agreed to our terms of service. Included in those terms is that your early termination fee could be automatically debited from the credit or debit card account used to qualify for your account. While we regret that you do not agree with our response, we are unable to waive and refund your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
April 5, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 5, 2016, we received your complaint, dated April 3, 2016, filed with the Revdex.com. You indicated that your account was not disconnected as you requested. You also expressed concern with the customer service you received. When I spoke with you by telephone today, I informed you that our records show only one disconnection request, on March 19, 2016. You said that you first attempted to disconnect through Frontier, as your account is bundled with them. During our conversation, you stated that you would like to continue with direct DISH Network service. Your monthly service charges are $90.99 plus tax. I provided you with a monthly credit of $15.00 for 12 months, which will reduce your monthly cost to $75.99 plus tax. You accepted this offer. 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 (720) 514-7307
December 15, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####194
Dear Ms. [redacted]:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com.
My attempts to...
contact you by phone at ###-###-#### on December 11, 14 and 15, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the early termination fee to disconnect your service. You stated that you experienced unresolved technical issues.
Your service was activated on July 29, 2014, with a 24-month commitment.
Our records confirm ongoing technical issues and our attempts to resolve them. On December 2, 2015, your term commitment was waived and your service was disconnected.
I submitted a total refund check of $169.14 for your last two payments. Please allow two to four weeks for processing.
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, 6:30 am - 3:00 pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
February 3, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On January 31, 2017, we received your complaint, dated January 30, 2017, filed with the Revdex.com. You stated that DISH Network was providing you [redacted] at no additional charge. You recently lost this programming when changes were made to your account. Your attempts to resolve the matter have been unsuccessful and the customer service you encountered did not meet your expectations. You would like the programming you were receiving prior to this change restored at the $135.00 price you were quoted. When we spoke on February 1, 2017, I agreed to make the necessary programming changes. I applied a monthly $20.33 credit to your account for ten months to provide the price that you were quoted. Additionally, I waived the charge for your speaker purchase in light of your customer service experience. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only option available to me.
Sincerely,
[redacted]
[redacted]
*
*
*
[redacted]
*
[redacted] [redacted] [redacted]
[redacted] ...
Dear Mr. [redacted]: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com. You expressed concern regarding the $64.99 price offered in a DISH Network promotion. My three attempts to contact you at ###-###-#### on January 7, 8 and 11, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at d[redacted]@gmail.com (copy enclosed), but I have not received a response. Please contact me at ###-###-#### at your earliest convenience to address your concern. I will be happy to review the offer you were provided. 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] [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 4, 2015/12/17) */
December 11, 2015
Mr. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your correspondence, dated December 3, 2015,...
filed with the Revdex.com.
You indicated that your mother, Ms. [redacted] moved to a nursing facility and she would like her DISH Network account disconnected. You made several unsuccessful attempts to disconnect the service. Additionally, the customer service that you encountered did not meet your expectations. You requested that this matter be resolved.
There was no contact phone number provided in your correspondence and I have not received a reply to my three attempts to reach you via your [redacted]@gmail.com email address (copy enclosed).
As a courtesy, I waived the early termination fee on your mother's account. Please contact me at your earliest convenience to complete the account disconnection.
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
[redacted]
[redacted] XXXXX
[redacted]
January 7, 2016Mr. [redacted]Las Vegas, NV [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Mr. [redacted]:On...
January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com.You stated that you recently disconnected your DISH Network account as you were displeased with the cost of service. You have since received notification that you were under a contractual commitment and that you will be charged a $360.00 early termination fee. You disagree that you were under a contract and would like the matter resolved. Our records indicate that this issue was addressed by [redacted], a DISH Network Dispute Resolution Specialist, on December 30, 2015. She was unable to locate a contract and waived your early termination fee and return shipping charges. 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI[redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
June 2, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On May 30, 2017, we received your complaint, dated May 26, 2017, filed with the Revdex.com. You stated that DISH Network has debited your husband’s (Rick [redacted]) credit card account for charges associated with his brother-in-law’s ([redacted]) DISH Network account. Although Mr. [redacted] provided his credit card account information to assist Mr. [redacted] in establishing service in 2015, Mr. [redacted] was under the impression that he was agreeing to a one-time charge. In January, $595.00 was debited from Mr. [redacted]’s credit card account. You disputed the credit card charge but the dispute was denied. While addressing this matter, you were advised that Mr. [redacted]’s credit card account information is being used on other DISH Network accounts. You indicated that Mr. [redacted] requested that his credit card account information be removed from Mr. [redacted]’s account. You would like a refund for the $595.00. When we spoke today, I advised you that I was unable to confirm that any prior request was made from Mr. [redacted] to remove his credit card account information from Mr. [redacted]’s account. I have now requested that the information be removed. We reviewed the payments collected from Mr. [redacted]’s credit card account for Mr. [redacted]’s DISH Network account. I agreed to refund the $595.00 and a $260.00 charge. You accepted this resolution. We reviewed the other DISH Network accounts linked to Mr. [redacted]’s credit card account information and determined that those charges were authorized. 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]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/09/18) */
September 10, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 4, 2015, we received your complaint, dated September 3,...
2015, filed with the Revdex.com.
You maintain that you are experiencing ongoing technical issues and requested additional adjustments and a resolution to the issue.
When we spoke, I advised you that your account is currently interrupted due to non-payment. As you are not currently receiving full service, we are not able to troubleshoot your issue or schedule a work order. Our records indicate that the technicians that have been sent previously were able to resolve your issue with standard troubleshooting steps.
I offered you a one-time credit of $104.11 as a courtesy.
We recommend that if you continue experiencing issues, please contact us so we may resolve this issue. Please note that as the issue is ongoing, no matter what steps we take with your specific equipment, this may be an issue with the system you share with your apartment complex.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Mr. and Mrs. [redacted]: On January 28, 2016, we received your correspondence, dated January 27, 2016, filed with the Revdex.com. You maintain you were overcharged for programming. You said you were to receive a refund for one month of service, and you expressed concern with the...
customer service you received. You requested to cancel your service without an early termination fee. I attempted to reach you at ###-###-#### on January 28, 2016, and February 1 and 3, 2016. I left one voice message. On the other two occasions there was no option to leave a message. Our records show that we provided you with the HBO, Cinemax, Showtime and DISH Movie Pack channels free for three months. When the free service ended you were billed the regular price for the premium channels. For this reason, a payment of $119.99 was collected on December 21, 2015. To correct this matter, the channels were removed on December 22, 2015, and a total credit of $45.31 was applied to your account, which covered the amount you were billed for the premium channels. A refund of $74.69 was applied to your credit card account ending in 2078 on December 28, 2015. This transaction made the amount due for the next month $104.37. As a result, a payment for the same amount was collected on January 21, 2016. As a courtesy, a credit of $104.37 was applied to your account and a refund of $104.37 was returned to your credit card account ending in 2078 on January 26, 2016. No additional credit or refund is warranted. Although the early termination fee is valid, I made an exception and waived your $400.00 early termination fee. You may cancel your service at any time without penalty. 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, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
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,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Diane [redacted] Oh yes I knew they would say that well, I have been in touch with the tv stations and it is not on their end. How come the field representative that was here told me that they have had a couple of other people with the same problem It is very frustrating when every show I watch it happens and I mean every one. All I can say is this is some way to treat your long time customers. Really good way to run a business. And another thing they come out with a bigger hopper to record more shows at once, like I told them you would think they would get one perfected before they put another one out. But I have heard from the techs that they don't care at all and I am seeing that now. It is a poor way to handle a problem if you don't like it leave that really sounds good.
February 28, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. and Mrs. [redacted]: On February 23, 2017, we received your complaint, dated February 22, 2017, filed with the Revdex.com. You said that you were told that DISH Network offered a trial period for internet service. You requested to have your 24-month internet commitment waived. When we spoke, I advised you that I reviewed your calls to DISH Network and I found no offer for a trial period for internet service. As I explained, due to the cost of initiating and installing service, DISH Network is not able to offer a trial period. As such, we are unable to honor your request to waive your 24-month commitment for internet service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/11/11) */
November 9, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 6, 2015, we received your correspondence, dated November 5, 2015, filed...
with the Revdex.com.
You stated that you are moving overseas and will no longer be able to use your DISH Network service. You disconnected your account and you have been billed a $158.69 early termination fee, per the terms of your contractual agreement. You requested that the fee be waived.
In our November 6, 2015, email correspondence, I offered to waive your early termination fee as a courtesy. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. 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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish Network responded:Hello [redacted]
Thank you for your reply.
The contract signature was capture on a tablet presented by the installing tech.
However, due to the circumstances of your relocation, I have made an exceptions and resolved the $158.69 balance on your disconnected account.
Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
Please reply to this email with your acceptance of this resolution.
And I concurred.
February 24, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms....
[redacted]: On February 22, 2016, we received your correspondence, dated February 19, 2016, filed with the Revdex.com. You stated that when you added internet and phone to your existing DISH Network TV service, you were quoted lower rates than you were charged. This led you to cancel these services. You have been billed $240.00 for the early termination fee. Additionally, you have been billed $99.00 for unreturned equipment. You requested that these charges be resolved. When we spoke on February 23, 2016, I offered to waive your $240.00 early termination fee. You provided tracking information on the equipment return. I removed the equipment from your account and resolved the $99.00 fee. 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
Complaint: [redacted]
I am rejecting this response because: I canceled services due to poor customer service, lack of communication, and extended loss of channels. The contract does state that programming is due to change but it does not state that it includes complete loss of multiple primary stations for months. My contract was voided by
The provider. The response does not address the poor customer service or cancelation fee that is not applicable due to failure to provide the contracted service.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Ms. [redacted]: On January 5, 2016, we received your correspondence, dated January 4, 2016, filed with the Revdex.com. You said you were offered two gift cards, in the amounts of $100.00 and $25.00. You said you only received a $25.00 gift card. ...
When we spoke today, I advised you that a gift card promotional code must be provided at the time of sale for processing. I reviewed your sales call that took place on September 5, 2015. You called in regarding an offer you received through the mail and you told our agent that you did not have the advertisement with you. You proceeded with the sale and our agent agreed to provide you with a $25.00 gift card. The agent asked you to contact her directly to provide the promotional offer code listed on your advertisement for processing. The agent provided you with her direct contact number. We have no record that you contacted DISH Network regarding the $100.00 gift card offer until November 2015. I reviewed the recorded call that took place on November 30, 2015. Although no promotional code was provided at the time of sale, our agent made an exception and applied a $100.00 programming credit to your account. In addition, the $100.00 gift card offer was honored. Please allow eight weeks for processing and mailing. 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 ###-###-####
Dear Ms. [redacted]: On February 1, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You indicated that a $74.45 online payment on September 29, 2015, was collected twice and that a block was placed on your account for credit card payments. You...
expressed concern that your monthly bill increased in January 2016, and you questioned why you were billed twice in January 2016. Our records reveal that this issue was addressed through the Federal Communications Commission on January 27, 2016. Enclosed is a copy of that correspondence for your review. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
March 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your rebuttal, dated March 5, 2016, filed with the Revdex.com. You said that you did not agree to place your account on DISH Pause and that you never gave DISH Network permission to debit your bank account. Our records indicate that you placed your account on DISH Pause; however, as I was unable to review that call, I waived your programming balance. Please refer to the Digital Home Advantage customer agreement I enclosed in my previous response wherein you agreed to our terms of service. Included in those terms is that your early termination fee could be automatically debited from the credit or debit card account used to qualify for your account. While we regret that you do not agree with our response, we are unable to waive and refund your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]