September 30, 2016 Dear Mrs. [redacted]: On September 27, 2016, we received your complaint, dated September 24, 2016, filed with the Revdex.com. You continue to dispute the early termination fee due to the temporary loss of your local Fox and CW channels. You also mentioned the customer service you received. As previously advised, this account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if the commitment is not fulfilled. It is disclosed in your signed DHA agreement (copy enclosed) that we reserve the right to change programming, prices and packages at any time. The early termination fee remains valid. We apologize that you were not satisfied with the customer service you received. 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 ###-###-#### Enclosure
March 1, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 25, 2016, we received your complaint, dated February 23, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You indicated that you experienced technical issues which led you to disconnect your TV and internet service. I attempted to reach you at [redacted] on February 29 and 29, 2016, and on March 1, 2016. I left three voicemails. In my last message, I advised you that our records indicate that an agent in our Office of the President offered to waive your internet early termination fee on April 24, 2014, but you declined. You then contacted us to place your internet and TV services on DISH Pause, but you were advised that we are unable to pause the internet service. You requested to disconnect both services and you declined to pay either early termination fee. As a courtesy, I waived the $262.50 internet early termination fee; however, as you received the benefits of the 24-month TV commitment (including a free iPad) and as we have no record of any calls for technical issues, your TV early termination fee of $600.00 is valid. We request that your balance of $639.35 be paid. 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]
January 23, 2018 Mr. [redacted] .* [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2018, we received your complaint, dated January 13, 2018, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on January 17, 18 and 19, 2018, were unsuccessful; however, I left three messages. I also sent an email to [redacted] You mentioned the following concerns: · Account credits · Monthly rate · Local channels · Pay-Per-View (PPV) channel locks · Equipment return · Advertisement · Refund request You expressed concern that DISH Network no longer provides “customer satisfaction” discounts. You indicated that your account would be reduced to offset higher prices and although you were quoted a certain amount, your monthly rate would be higher. A review of your account shows that monthly credits ranging from $15.00 to $50.00 were applied to your account. When the credits expired after a certain number of months (e.g., six, ten and 12 months), your monthly rate increased by the amount of the expired monthly credit. As we also experience price increases, we cannot guarantee the monthly rate quoted with the monthly credits provided. Only the amount of the credit and length of time that it is applied is guaranteed. We decided as a business to no longer provide large amounts of credits; instead, we make offers with new customer pricing available to our existing customers. You maintain that the monthly rate of $74.99 that was promised when you agreed to a new 24-month commitment was not honored. On June 1, 2017, you took advantage of our Preferred Customer Offer. This offer provides the same package pricing and a two-year guarantee that is available to new customers. You accepted the offer and the associated 24-month commitment through our automated phone system. A review of the customer service call from June 1, 2017, found that the monthly rate that was quoted was $79.94 for the following services: · America’s Top 120 Plus $49.99 (regularly $67.99) · Hopper DVR service fee $15.00 · Local channels $12.00 (previously $10.00) · Joey receiver ...⇄ $7.00 The $79.94 monthly rate includes a monthly discount of $5.00 for enrollment in eAutoPay. [redacted] was added through your online DISH Network account on July 18, 2017, for $10.00 a month. This made your monthly rate $89.94. This, along with the PPVs ordered on your account, have resulted in higher monthly bills. [redacted] and eAutoPay were removed from your DISH Network account on December 3, 2017. As a result, the monthly $5.00 eAutoPay discount was forfeited. DISH Network experienced a $3.00 price increase for the America’s Top 120 Plus and a $2.00 price increase for local channels on January 16, 2018. Because of the Preferred Customer Offer on your account, the rate for the America’s Top 120 Plus did not change and you were provided with a $2.00 credit to offset the local channel increase for the duration of your term commitment. Your service was interrupted for non-payment on January 12, 2018, and is scheduled to be fully disconnected on February 11, 2018, if a payment is not received. Please be advised that an early termination fee of $170.00 will apply if your term commitment is not fulfilled. Should you choose to restart your service, you will be billed the current monthly rate of $84.49. If you re-enroll in eAutoPay, your monthly rate will be $79.49 due to the addition of the $5.00 monthly discount. You expressed concern with the monthly charge for local channels. Please note that you are not required to subscribe to this, and these channels may be removed from your account at any time. You said that DISH Network does not offer channels locks. Please note you have the option to add channel locks for PPV channels. You declined to return our equipment. We will provide boxes for the return of our receivers and remotes within ten days from the date of disconnection. If the equipment is not returned, you will be charged unreturned equipment fees. Enclosed is a copy of our Residential Customer Agreement wherein this is disclosed. You expressed concern with our advertisements and you provided a web link from our website (www. dish.com). The web link that you provided was for a new customer offer, which is now expired. You requested a refund. The charges that were applied to your account are valid for the services that you received; therefore, no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure (will be included in mail due to size of attachment) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You said that you initiated your DISH Network account under our price guarantee promotion, but your monthly rate...
increased. When we spoke, I advised you that your price guarantee only applied to your core programming package and your DVR fee. When you disconnected your account on August 12, 2016, you were still receiving the price guarantee promotion. Your monthly rate fluctuated, however, when you removed automatic payments from your account ($10.00 monthly discount) and when the monthly courtesy credit ($20.00 for ten months) ended. As your monthly rate was correct for the service you were receiving, we are unable to honor your request to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
Initial Business Response /* (1000, 5, 2015/06/22) */
June 19, 2015
Mr. [redacted] and Ms[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted] and Ms. Schilinski:
On June 16, 2015, we received...
your complaint, dated June 15, 2015, filed with the Revdex.com.
You said that DISH Network charged your credit card without your authorization. You also expressed concern that you are being double billed. In addition, you requested that we waive the fee you were charged for a router, as you said you used your own equipment.
When we spoke by phone, I explained that I reviewed the recording of your sales call and found that our agent gained your permission to charge your credit card $105.52 for your first month of service. I advised you that your payment of $105.52 taken on April 21, 2015, was for service from April 22 to May 21, 2015. On May 7, 2017, we sent you your [redacted] due on May 27, 2015, for service from May 22 to June 21, 2015.
Furthermore, we provided you with a $50.00 credit on June 15, 2015, to offset the router fee you were charged.
I agreed to release you from your TV and internet contracts as a courtesy. You may close your DISH Network account at any time without penalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Mr. [redacted]: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com. You said that you are experiencing technical issues and you expressed concern with the cost of a technical visit. You also indicated that you currently pay monthly receiver fees. When we spoke on November 1, 2017, I informed you that I waived the $10.00 technician visit fee from your account. Our records show that the technician visit was completed on November 2, 2017. Please note that we offer a 60-day warranty from the original installation date. The cost for a technician visit after this date is $95.00. However, if you subscribe to DISH Protect Silver for $8.99 per month, the technician visit is discounted to $10.00. I advised you that we charge monthly receiver fees based on the number of receivers active and the receiver function. You have a Hopper 3 and a Joey receiver active on your account. These monthly receiver fees total $17.00 with the DVR discount for 24 months. 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 10, 2015, we received your complaint, dated August 7, 2015, filed with the...
Revdex.com.
You expressed concern regarding unreturned equipment charges and the early termination fee, as well as our customer service.
When we spoke by phone, I advised you that the charges for unreturned equipment and the early termination fees have been waived.
I am unable to offer any additional compensation, as we agreed to waive the early termination fee although we consider it to be a valid charge.
I apologized for the level of customer service you received and I provided you with my contact information should you need assistance in the future.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You said that you were supposed to receive a $200.00 gift card for initiating a DISH Network account. I attempted to reach you at [redacted] on March 9, 10 and 11, 2016. Each call was terminated after ringing twice, so I was unable to leave a message. A review of your sales call recording revealed that the gift card offer was never mentioned during the call. However, as you advised our agents that you were supposed to receive a gift card, they made an exception and one is being processed for you. 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]
February 25, 2016 Mr. [redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You maintain that you were quoted a price of $62.00 a month for two years and that you did not receive the free movies channels that you were offered. You also indicated that your scheduled installation was missed and you requested to receive a time-without-service credit. A review of the sales call reveals that you were quoted a price of $63.99 which included the America’s Top 120 Plus package and three TVs. However, you chose to upgrade the programming package to the America’s Top 200 and the sales agent quoted you a price of $78.99 plus tax and you accepted it. The sales agent did not offer you any free movie channels. The sales agent also told you that the installation was scheduled for October 28, 2015, between the hours of 8:00 am and 12:00 pm. You system was installed on the scheduled date. We only bill for the time the service is activated. There are no reports of technical issues reported on your account; therefore, we cannot honor your request for a time-without-service credit. When I spoke with you by telephone today, I offered you two movie packages free for one month, but you declined the offer. This account was established under the Digital Home Advantage (DHA) 24-month agreement which includes leased equipment. If the 24-month agreement is not fulfilled, you will be subject to an early termination fee. Additionally, the leased Hopper and Joey receivers are required to be returned to avoid unreturned equipment fees. You terminated the call. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]. [redacted] [redacted] [redacted]
Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/25) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 17, 2015, we received your correspondence, dated August 14, 2015, filed with the...
Revdex.com.
You stated that you contacted DISH Network on August 6, 2015, to disconnect your account. You were advised at that time that you would receive a final bill and return shipping materials. On August 12, 2015, you received a notice that requested that your account balance be paid to prevent further collections. You requested confirmation that your account is disconnected and nothing was sent to collections.
When we spoke today, I informed you that your account was not disconnected on August 6, 2015, as you requested. I confirmed that the account disconnection did occur on August 14, 2015. Return shipping material have been provided and as a courtesy, I waived the $21.65 balance. Nothing was sent to collections and the return of the leased equipment will finalize your account disconnection. 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]
June 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 5, 2016, filed with the Revdex.com. You said that your service was put on DISH Pause for three months and that it was restored without your knowledge. You expressed concern regarding being billed for services you were not receiving. When we spoke, I told you that we sent an email to you at [redacted]@yahoo.com on March 29, 2016, explaining the DISH Pause process. However, as a courtesy, I agreed to apply a time-without-service credit of $56.55 to your account. You also expressed concern that a payment was debited from your credit card account that didn’t have the necessary funds. I advised you that the payment in question was made through our web-based application. Nonetheless, I agreed to provide you with a $150.00 refund as an exception. Please allow 2-3 business days for processing the refund to your credit card account. I also informed you that the two credits of $10.00 you were offered have been applied to 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Complaint: [redacted]
I am rejecting this response because:The individual writing the letter admitted by phone that he was unable to retrieve the recording in which their employee indicated termination fees would be waived. It is only fair to waive early termination fees under the circumstances, since the services and prices provided to me were both falsified. The services they said they would provide to me were unable to be provided according to their installer. When I asked why their employee would falsify information to make a sale, "[redacted]" indicated the person that provided the information was not their employee. How can someone who does not work for them represent the company, provide false information, and contract with consumers based on inaccurate information?As far as equipment return, we followed their instructions. If they did not receive it, I believe they should follow up since Dish Network determined how the equipment should be returned, and refused to pick it up themselves. We left the boxes of equipment on the porch for pick up. We have no information to track the boxes since Dish Network set up the pick-up and delivery.
The services received from Dish Network were paid for in full by me. I also had to pay another company for duplicate services since their ability to provide the services was not true, and I had to pay $100 per their instructions for a "[redacted]" I was unable to use, again, according to their installer.If anyone owes money in this case, Dish Network should refund a portion of services I was unable to use, and the cost of the "[redacted]".
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. I appreciate the way Ana V[redacted], upon DISH's behalf, handle my complaint and because of it, I would gladly return to DISH in the future when their offerings are more in line with my personal taste.In 16 years with DISH, I never had any issues with the service itself. All DISH equipment requested has been returned via UPS - Tracking number: [redacted]. The equipment was delivered to DISH on Dec 28, 2017 according to UPS website.
Sincerely,
[redacted]
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on February 1, 2 and 3, 2016, were unsuccessful, and there was no option to leave a message. You expressed concern...
with the balance of $734.42 on your account and the collection calls that you are receiving. You maintain that you disputed your contractual agreement; however, you did not provide additional details regarding your dispute. Your internet and TV services were activated on June 8, 2015, with a 24-month commitment for each service. Enclosed are copies of the contractual agreements for your review. Our records reveal that the only contact we received was related to your internet service. You were dissatisfied with the speed and data limitations. You opted to cancel both your TV and internet services on October 22, 2015. Since your term commitments were not fulfilled, early termination fees of $350.00 and $400.00 were applied for the internet and TV services, respectively. Because the balance was not paid, your account was referred to collections on December 4, 2015. I made an exception and reversed the early termination fee for your internet service; however, the early termination fee for your TV service remains valid. The new balance due on your account is $355.54 Please be advised that while I requested the collection agency cease contacting you, the balance on your account remains valid. 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 ###-###-####
Initial Business Response /* (1000, 15, 2015/06/05) */
June 2, 2015
Ms. [redacted] C. [redacted]
[redacted] N. [redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 2, 2015, we received your complaint, dated June 1, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your DISH Network service. You indicated that the service was established through Frontier, but you were not informed of the required 24-month commitment. You also stated that the service was never installed and the technician took the equipment.
Our records reveal that your DISH Network service was activated on May 3, 2015, with a 24-month commitment. On May 19, 2015, the service was canceled and our representative agreed to waive the term commitment and associated early termination fee; however, an early termination fee of $480.00 was still applied. Additionally, two $10.00 box return fees were applied.
When I spoke with you by phone today, I advised you that I reversed the charges, leaving a zero balance on your account.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
August 16, 2016 Dear Mr. [redacted]: On August 12, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.com. You said that you agreed to TV and internet, but you only received TV service. You disconnected your account and you...
disputed the early termination fee. A review of your account reveals that you placed your order for our service through Infinity Sales Group LLC (###-###-####), a partner of ours. I forwarded a copy of your complaint to them. I also waived your early termination fee and upfront installation cost. You will receive a refund of $614.77. Mr. [redacted] contacted you by phone and he explained our resolution, to which you agreed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/30) */
June 26, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 26, 2015, we received your complaint, dated June 25, 2015, filed with the Better...
Business Bureau.
You stated that your recent DISH Network equipment upgrade was handled poorly. As a longtime customer, you were displeased with the equipment you were originally provided and the upgrade offers made to you. Additionally, you had to do a second upgrade to get an HD DVR receiver and the technician visit cannot be completed until July 29, 2015. You requested that your appointment be expedited. You would like three free months of service and some premium programming promotional offers for the inconvenience you have experienced.
When we spoke today, I apologized for your experience. I explained that we are unable to change your current appointment. I provided you a $20.00 credit for the next 12 months, HD free for for the life of your account and free premium programming promotions for three months. You accepted this resolution.
I am happy we were able to resolve this issue to your satisfaction. DISH Network values you as a customer and we appreciate your continued loyalty.
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]
[redacted] Dear Mrs. [redacted]: On December 4, 2017, we received your complaint, dated December 3, 2017, filed with the Revdex.com. You indicated that your Refer-a-Friend certificate did not work since you initiated your account and now you are not eligible for the rewards. I apologize for the confusion and we have re-activated the certificate. When I spoke with you by telephone today, you informed me that both you and the person who referred you redeemed the offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Mr. [redacted]: On September 7, 2017, we received your complaint, dated September 6, 2017, filed with the Revdex.com. You said you have yet to receive your gift card. You also indicated that the promised receiver was not installed. When we spoke today, I informed you that I will honor the $25.00 gift card offer. Please allow eight weeks for processing and mailing. Our records reveal that during the installation, our technician called in and requested that the receiver be modified to the 211 model receiver, as your TV was not compatible with the [redacted]. We appreciate your feedback and your concerns will be addressed internally. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
December 23, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. Lloyd:
On December 17, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
I unsuccessfully attempted to...
contact you at [redacted] on December 18, 21 and 23, 2015, and I left three messages.
You maintain that we debited your debit/credit card in the amount of $380.00 on December 10, 2015, for an account that did not belong to you. You requested a refund on December 11, 2015, and expressed concern with the information you received from customer service agents and supervisors.
In order to research your claim, I need more information. Since you indicated that the DISH Network account does not belong to you, please contact me directly with the debit/credit card number so that I can locate the account it is attached to.
I apologize on behalf of DISH Network for the customer service you received.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
September 30, 2016 Dear Mrs. [redacted]: On September 27, 2016, we received your complaint, dated September 24, 2016, filed with the Revdex.com. You continue to dispute the early termination fee due to the temporary loss of your local Fox and CW channels. You also mentioned the customer service you received. As previously advised, this account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if the commitment is not fulfilled. It is disclosed in your signed DHA agreement (copy enclosed) that we reserve the right to change programming, prices and packages at any time. The early termination fee remains valid. We apologize that you were not satisfied with the customer service you received. 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 ###-###-#### Enclosure
March 1, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 25, 2016, we received your complaint, dated February 23, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You indicated that you experienced technical issues which led you to disconnect your TV and internet service. I attempted to reach you at [redacted] on February 29 and 29, 2016, and on March 1, 2016. I left three voicemails. In my last message, I advised you that our records indicate that an agent in our Office of the President offered to waive your internet early termination fee on April 24, 2014, but you declined. You then contacted us to place your internet and TV services on DISH Pause, but you were advised that we are unable to pause the internet service. You requested to disconnect both services and you declined to pay either early termination fee. As a courtesy, I waived the $262.50 internet early termination fee; however, as you received the benefits of the 24-month TV commitment (including a free iPad) and as we have no record of any calls for technical issues, your TV early termination fee of $600.00 is valid. We request that your balance of $639.35 be paid. 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]
January 23, 2018 Mr. [redacted] .* [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2018, we received your complaint, dated January 13, 2018, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on January 17, 18 and 19, 2018, were unsuccessful; however, I left three messages. I also sent an email to [redacted] You mentioned the following concerns: · Account credits · Monthly rate · Local channels · Pay-Per-View (PPV) channel locks · Equipment return · Advertisement · Refund request You expressed concern that DISH Network no longer provides “customer satisfaction” discounts. You indicated that your account would be reduced to offset higher prices and although you were quoted a certain amount, your monthly rate would be higher. A review of your account shows that monthly credits ranging from $15.00 to $50.00 were applied to your account. When the credits expired after a certain number of months (e.g., six, ten and 12 months), your monthly rate increased by the amount of the expired monthly credit. As we also experience price increases, we cannot guarantee the monthly rate quoted with the monthly credits provided. Only the amount of the credit and length of time that it is applied is guaranteed. We decided as a business to no longer provide large amounts of credits; instead, we make offers with new customer pricing available to our existing customers. You maintain that the monthly rate of $74.99 that was promised when you agreed to a new 24-month commitment was not honored. On June 1, 2017, you took advantage of our Preferred Customer Offer. This offer provides the same package pricing and a two-year guarantee that is available to new customers. You accepted the offer and the associated 24-month commitment through our automated phone system. A review of the customer service call from June 1, 2017, found that the monthly rate that was quoted was $79.94 for the following services: · America’s Top 120 Plus $49.99 (regularly $67.99) · Hopper DVR service fee $15.00 · Local channels $12.00 (previously $10.00) · Joey receiver ...⇄ $7.00 The $79.94 monthly rate includes a monthly discount of $5.00 for enrollment in eAutoPay. [redacted] was added through your online DISH Network account on July 18, 2017, for $10.00 a month. This made your monthly rate $89.94. This, along with the PPVs ordered on your account, have resulted in higher monthly bills. [redacted] and eAutoPay were removed from your DISH Network account on December 3, 2017. As a result, the monthly $5.00 eAutoPay discount was forfeited. DISH Network experienced a $3.00 price increase for the America’s Top 120 Plus and a $2.00 price increase for local channels on January 16, 2018. Because of the Preferred Customer Offer on your account, the rate for the America’s Top 120 Plus did not change and you were provided with a $2.00 credit to offset the local channel increase for the duration of your term commitment. Your service was interrupted for non-payment on January 12, 2018, and is scheduled to be fully disconnected on February 11, 2018, if a payment is not received. Please be advised that an early termination fee of $170.00 will apply if your term commitment is not fulfilled. Should you choose to restart your service, you will be billed the current monthly rate of $84.49. If you re-enroll in eAutoPay, your monthly rate will be $79.49 due to the addition of the $5.00 monthly discount. You expressed concern with the monthly charge for local channels. Please note that you are not required to subscribe to this, and these channels may be removed from your account at any time. You said that DISH Network does not offer channels locks. Please note you have the option to add channel locks for PPV channels. You declined to return our equipment. We will provide boxes for the return of our receivers and remotes within ten days from the date of disconnection. If the equipment is not returned, you will be charged unreturned equipment fees. Enclosed is a copy of our Residential Customer Agreement wherein this is disclosed. You expressed concern with our advertisements and you provided a web link from our website (www. dish.com). The web link that you provided was for a new customer offer, which is now expired. You requested a refund. The charges that were applied to your account are valid for the services that you received; therefore, no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure (will be included in mail due to size of attachment) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You said that you initiated your DISH Network account under our price guarantee promotion, but your monthly rate...
increased. When we spoke, I advised you that your price guarantee only applied to your core programming package and your DVR fee. When you disconnected your account on August 12, 2016, you were still receiving the price guarantee promotion. Your monthly rate fluctuated, however, when you removed automatic payments from your account ($10.00 monthly discount) and when the monthly courtesy credit ($20.00 for ten months) ended. As your monthly rate was correct for the service you were receiving, we are unable to honor your request to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
Initial Business Response /* (1000, 5, 2015/06/22) */
June 19, 2015
Mr. [redacted] and Ms[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted] and Ms. Schilinski:
On June 16, 2015, we received...
your complaint, dated June 15, 2015, filed with the Revdex.com.
You said that DISH Network charged your credit card without your authorization. You also expressed concern that you are being double billed. In addition, you requested that we waive the fee you were charged for a router, as you said you used your own equipment.
When we spoke by phone, I explained that I reviewed the recording of your sales call and found that our agent gained your permission to charge your credit card $105.52 for your first month of service. I advised you that your payment of $105.52 taken on April 21, 2015, was for service from April 22 to May 21, 2015. On May 7, 2017, we sent you your [redacted] due on May 27, 2015, for service from May 22 to June 21, 2015.
Furthermore, we provided you with a $50.00 credit on June 15, 2015, to offset the router fee you were charged.
I agreed to release you from your TV and internet contracts as a courtesy. You may close your DISH Network account at any time without penalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
November 6, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com. You said that you are experiencing technical issues and you expressed concern with the cost of a technical visit. You also indicated that you currently pay monthly receiver fees. When we spoke on November 1, 2017, I informed you that I waived the $10.00 technician visit fee from your account. Our records show that the technician visit was completed on November 2, 2017. Please note that we offer a 60-day warranty from the original installation date. The cost for a technician visit after this date is $95.00. However, if you subscribe to DISH Protect Silver for $8.99 per month, the technician visit is discounted to $10.00. I advised you that we charge monthly receiver fees based on the number of receivers active and the receiver function. You have a Hopper 3 and a Joey receiver active on your account. These monthly receiver fees total $17.00 with the DVR discount for 24 months. 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 10, 2015, we received your complaint, dated August 7, 2015, filed with the...
Revdex.com.
You expressed concern regarding unreturned equipment charges and the early termination fee, as well as our customer service.
When we spoke by phone, I advised you that the charges for unreturned equipment and the early termination fees have been waived.
I am unable to offer any additional compensation, as we agreed to waive the early termination fee although we consider it to be a valid charge.
I apologized for the level of customer service you received and I provided you with my contact information should you need assistance in the future.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You said that you were supposed to receive a $200.00 gift card for initiating a DISH Network account. I attempted to reach you at [redacted] on March 9, 10 and 11, 2016. Each call was terminated after ringing twice, so I was unable to leave a message. A review of your sales call recording revealed that the gift card offer was never mentioned during the call. However, as you advised our agents that you were supposed to receive a gift card, they made an exception and one is being processed for you. 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]
February 25, 2016 Mr. [redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You maintain that you were quoted a price of $62.00 a month for two years and that you did not receive the free movies channels that you were offered. You also indicated that your scheduled installation was missed and you requested to receive a time-without-service credit. A review of the sales call reveals that you were quoted a price of $63.99 which included the America’s Top 120 Plus package and three TVs. However, you chose to upgrade the programming package to the America’s Top 200 and the sales agent quoted you a price of $78.99 plus tax and you accepted it. The sales agent did not offer you any free movie channels. The sales agent also told you that the installation was scheduled for October 28, 2015, between the hours of 8:00 am and 12:00 pm. You system was installed on the scheduled date. We only bill for the time the service is activated. There are no reports of technical issues reported on your account; therefore, we cannot honor your request for a time-without-service credit. When I spoke with you by telephone today, I offered you two movie packages free for one month, but you declined the offer. This account was established under the Digital Home Advantage (DHA) 24-month agreement which includes leased equipment. If the 24-month agreement is not fulfilled, you will be subject to an early termination fee. Additionally, the leased Hopper and Joey receivers are required to be returned to avoid unreturned equipment fees. You terminated the call. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]. [redacted] [redacted] [redacted]
Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/25) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 17, 2015, we received your correspondence, dated August 14, 2015, filed with the...
Revdex.com.
You stated that you contacted DISH Network on August 6, 2015, to disconnect your account. You were advised at that time that you would receive a final bill and return shipping materials. On August 12, 2015, you received a notice that requested that your account balance be paid to prevent further collections. You requested confirmation that your account is disconnected and nothing was sent to collections.
When we spoke today, I informed you that your account was not disconnected on August 6, 2015, as you requested. I confirmed that the account disconnection did occur on August 14, 2015. Return shipping material have been provided and as a courtesy, I waived the $21.65 balance. Nothing was sent to collections and the return of the leased equipment will finalize your account disconnection. 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]
June 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 5, 2016, filed with the Revdex.com. You said that your service was put on DISH Pause for three months and that it was restored without your knowledge. You expressed concern regarding being billed for services you were not receiving. When we spoke, I told you that we sent an email to you at [redacted]@yahoo.com on March 29, 2016, explaining the DISH Pause process. However, as a courtesy, I agreed to apply a time-without-service credit of $56.55 to your account. You also expressed concern that a payment was debited from your credit card account that didn’t have the necessary funds. I advised you that the payment in question was made through our web-based application. Nonetheless, I agreed to provide you with a $150.00 refund as an exception. Please allow 2-3 business days for processing the refund to your credit card account. I also informed you that the two credits of $10.00 you were offered have been applied to 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Complaint: [redacted]
I am rejecting this response because:The individual writing the letter admitted by phone that he was unable to retrieve the recording in which their employee indicated termination fees would be waived. It is only fair to waive early termination fees under the circumstances, since the services and prices provided to me were both falsified. The services they said they would provide to me were unable to be provided according to their installer. When I asked why their employee would falsify information to make a sale, "[redacted]" indicated the person that provided the information was not their employee. How can someone who does not work for them represent the company, provide false information, and contract with consumers based on inaccurate information?As far as equipment return, we followed their instructions. If they did not receive it, I believe they should follow up since Dish Network determined how the equipment should be returned, and refused to pick it up themselves. We left the boxes of equipment on the porch for pick up. We have no information to track the boxes since Dish Network set up the pick-up and delivery.
The services received from Dish Network were paid for in full by me. I also had to pay another company for duplicate services since their ability to provide the services was not true, and I had to pay $100 per their instructions for a "[redacted]" I was unable to use, again, according to their installer.If anyone owes money in this case, Dish Network should refund a portion of services I was unable to use, and the cost of the "[redacted]".
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. I appreciate the way Ana V[redacted], upon DISH's behalf, handle my complaint and because of it, I would gladly return to DISH in the future when their offerings are more in line with my personal taste.In 16 years with DISH, I never had any issues with the service itself. All DISH equipment requested has been returned via UPS - Tracking number: [redacted]. The equipment was delivered to DISH on Dec 28, 2017 according to UPS website.
Sincerely,
[redacted]
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on February 1, 2 and 3, 2016, were unsuccessful, and there was no option to leave a message. You expressed concern...
with the balance of $734.42 on your account and the collection calls that you are receiving. You maintain that you disputed your contractual agreement; however, you did not provide additional details regarding your dispute. Your internet and TV services were activated on June 8, 2015, with a 24-month commitment for each service. Enclosed are copies of the contractual agreements for your review. Our records reveal that the only contact we received was related to your internet service. You were dissatisfied with the speed and data limitations. You opted to cancel both your TV and internet services on October 22, 2015. Since your term commitments were not fulfilled, early termination fees of $350.00 and $400.00 were applied for the internet and TV services, respectively. Because the balance was not paid, your account was referred to collections on December 4, 2015. I made an exception and reversed the early termination fee for your internet service; however, the early termination fee for your TV service remains valid. The new balance due on your account is $355.54 Please be advised that while I requested the collection agency cease contacting you, the balance on your account remains valid. 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 ###-###-####
Initial Business Response /* (1000, 15, 2015/06/05) */
June 2, 2015
Ms. [redacted] C. [redacted]
[redacted] N. [redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 2, 2015, we received your complaint, dated June 1, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your DISH Network service. You indicated that the service was established through Frontier, but you were not informed of the required 24-month commitment. You also stated that the service was never installed and the technician took the equipment.
Our records reveal that your DISH Network service was activated on May 3, 2015, with a 24-month commitment. On May 19, 2015, the service was canceled and our representative agreed to waive the term commitment and associated early termination fee; however, an early termination fee of $480.00 was still applied. Additionally, two $10.00 box return fees were applied.
When I spoke with you by phone today, I advised you that I reversed the charges, leaving a zero balance on your account.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
August 16, 2016 Dear Mr. [redacted]: On August 12, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.com. You said that you agreed to TV and internet, but you only received TV service. You disconnected your account and you...
disputed the early termination fee. A review of your account reveals that you placed your order for our service through Infinity Sales Group LLC (###-###-####), a partner of ours. I forwarded a copy of your complaint to them. I also waived your early termination fee and upfront installation cost. You will receive a refund of $614.77. Mr. [redacted] contacted you by phone and he explained our resolution, to which you agreed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/30) */
June 26, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 26, 2015, we received your complaint, dated June 25, 2015, filed with the Better...
Business Bureau.
You stated that your recent DISH Network equipment upgrade was handled poorly. As a longtime customer, you were displeased with the equipment you were originally provided and the upgrade offers made to you. Additionally, you had to do a second upgrade to get an HD DVR receiver and the technician visit cannot be completed until July 29, 2015. You requested that your appointment be expedited. You would like three free months of service and some premium programming promotional offers for the inconvenience you have experienced.
When we spoke today, I apologized for your experience. I explained that we are unable to change your current appointment. I provided you a $20.00 credit for the next 12 months, HD free for for the life of your account and free premium programming promotions for three months. You accepted this resolution.
I am happy we were able to resolve this issue to your satisfaction. DISH Network values you as a customer and we appreciate your continued loyalty.
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]
December 13, 2017 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 4, 2017, we received your complaint, dated December 3, 2017, filed with the Revdex.com. You indicated that your Refer-a-Friend certificate did not work since you initiated your account and now you are not eligible for the rewards. I apologize for the confusion and we have re-activated the certificate. When I spoke with you by telephone today, you informed me that both you and the person who referred you redeemed the offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 14, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 7, 2017, we received your complaint, dated September 6, 2017, filed with the Revdex.com. You said you have yet to receive your gift card. You also indicated that the promised receiver was not installed. When we spoke today, I informed you that I will honor the $25.00 gift card offer. Please allow eight weeks for processing and mailing. Our records reveal that during the installation, our technician called in and requested that the receiver be modified to the 211 model receiver, as your TV was not compatible with the [redacted]. We appreciate your feedback and your concerns will be addressed internally. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
December 23, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. Lloyd:
On December 17, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
I unsuccessfully attempted to...
contact you at [redacted] on December 18, 21 and 23, 2015, and I left three messages.
You maintain that we debited your debit/credit card in the amount of $380.00 on December 10, 2015, for an account that did not belong to you. You requested a refund on December 11, 2015, and expressed concern with the information you received from customer service agents and supervisors.
In order to research your claim, I need more information. Since you indicated that the DISH Network account does not belong to you, please contact me directly with the debit/credit card number so that I can locate the account it is attached to.
I apologize on behalf of DISH Network for the customer service you received.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]