October 5, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com. You said you experienced technical issues with the service. You disputed the early termination fee and requested a...
refund. Our records reveal that the early termination fee was waived on October 2, 2016. When we spoke on October 4, 2016, I advised you that I removed the balance of $39.75 from your account. This is for the equipment return fees. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to you address by UPS. We are unable to honor your refund request. We strive to provide excellent service and regret any inconvenience you may have experienced. 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]
January 25, 2016 Mr. Ruchit [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 15, 2016, filed with the Revdex.com. You stated that your current receiver does not support access to the DISH Anywhere service. You recently expressed interest in accessing this service, so you requested that your equipment be upgraded. You indicated that the customer service you encountered did not meet your expectations. If your equipment cannot be upgraded as you requested, you asked that your early termination fee be waived, equipment removed and the credit inquiry done to establish your account removed from your credit report. My three attempts to contact you at ###-###-#### and ###-###-#### on January 21, 22 and 25, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but we have been unable to address your concerns. To access the DISH Anywhere service, a receiver with Sling and internet access is required. Your current receiver is not compatible, so it would require a receiver upgrade. As previous explained, upgrading your equipment would result in an increase to your monthly bill. These fees are disclosed in the terms of your contract. Additionally, your contract terms are for service--not for specific programming or equipment; therefore, we are unable to waive your contract as requested. Your customer service concerns have been forwarded to the appropriate area to be addressed. I would like to offer you a receiver upgrade at no charge. I can waive the contract extension; however, the monthly fees would apply. Pease contact me at ###-###-#### to accept this offer. 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]
Enclosure cc: Denver / Boulder Revdex.com [redacted]
[redacted]
[redacted]
October 11, 2016 Dear Ms. [redacted]: On October 5, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. When we spoke, I advised you...
that our records indicate that you disconnected your account due to technical issues. The agent with whom you spoke offered to troubleshoot your issue, but you declined. As DISH Network was not provided any opportunity to resolve your technical issue, 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 ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
April 20, 2016 Ms. [redacted] Freeland, PA 18224 Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted] : On April 19, 2016, we received your complaint, dated April 18, 2016, filed with the Revdex.com. You expressed concern with the programming offer that was made to you by DISH Network. You maintain that you were not given sufficient time to accept or decline the offer. You would like the offer added to your account and for DISH Network to provide additional compensation. Our records reveal that we offered to provide you with 30% off of your core programming costs for the next five years. This offer was initially made to you and your father on February 25, 2016. Since the offer was not accepted at that time, it is no longer available. When I spoke with you by phone today, I advised you that I am willing to apply the offer to your account. You accepted. This offer will reduce your monthly rate to $73.67. We are unable to honor your request for additional compensation. As a condition of this offer, we ask that you limit all unnecessary contact with our Customer Service Department. DISH Network offers many ways to self-service your account by logging on to mydish.com, using our automated phone system, or by downloading our mobile application. While live agents will always be here for you if you experience technical issues, we ask that you not call DISH Network more than one time per month for non-technical reasons. We also request that your monthly bill be paid on time each month. Please be advised that your account does not qualify for any additional offers or discounts. If the repeated contact to our Customer Service Department continues, your service will be disconnected. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Initial Business Response /* (1000, 5, 2015/06/15) */
June 11, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 9, 2015, we received your correspondence, dated June 8, 2015, filed with the...
Revdex.com.
You stated that your DISH Network installation was not completed. As a result, you experienced service issues that led you to disconnect your account within 30 days of the installation. You requested that your early termination fee be waived and you would like a refund for your $52.51 payment.
My three attempts to contact you at (XXX) XXX-XXXX on June 9, 10 and 11, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to [redacted]@gmail.com. However, I did not receive a reply. I have enclosed a copy of that correspondence for your review.
To address your complaint I waived your early termination fee resolving the balance on your disconnected account. Additionally, I issued a refund for your payment of $52.51. Please allow three to five business days for processing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 4, 2016, we received your complaint, dated February 28, 2016, filed with the Revdex.com. You maintain that you were offered refunds but you did not receive them. A review of our records does not reflect any refund offers. You have been provided with credits to your bill totaling $150.82 since your installation, but I was able to find no offers for any sort of repayment. While we regret any confusion, we are unable to submit any refunds for this 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
June 29, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 23, 2016, we received your correspondence, dated June 21, 2016, filed with the Revdex.com. You said you did not authorize Credit Card AutoPay (CCA). You maintain that as a result of the CCA, you made double payments, and you requested a refund. When we spoke on June 28, 2016, I advised you that the CCA was added to your account through the IVR phone system on October 8, 2015. We sent monthly notices to you at [redacted]@msn.com, detailing the activity on your account. I regret any confusion. We have no record that double payments were collected. We are unable to honor your refund request. Per your request, CCA was removed from your account on June 20, 2016. You informed me that your account will be disconnected on July 1, 2016. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
*
September 18, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 5, 2017, we received your complaint, dated September 2, 2017, filed with the Revdex.com. You said that you received a collection letter regarding an account that is not yours. You requested that we remove the debt from your name. When we spoke, I told you that we will meet your request and remove your information from our collection agency and your credit file. Keep in mind that it can take up to eight weeks for your credit file to be fully amended. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
August 23, 2016 Dear Mr. and Mrs. [redacted]: On August 23, 2016, we received your complaint, dated August 18, 2016, filed with the Revdex.com. You indicated that your online advertisements reflect that we offer Fox HD, but you do not receive it. Therefore,...
you requested to be released from the 24-month agreement. You also expressed concern that your calls have not been returned. A review of this account reveals that this issue was resolved by our Executive Communications Department on August 19, 2016, when a case manager released you from the 24-month agreement and early termination fee. When I spoke with you by telephone today, you confirmed that this issue is resolved. I apologize that your calls were not returned, and I requested that boxes for the return of the equipment be shipped to you. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
On April 13, 2016, we received your complaint, dated April 9, 2016, filed with the Revdex.com. You expressed concern with the DISH Network installation that was completed at your property. You maintain that the installation was unauthorized and that it caused damage to your home. You would like DISH Network to pay for the repairs. Unfortunately, DISH Network will be unable to assist you with your request as this is a landlord/ tenant issue. When a customer sets up new service or moves existing service, they are asked if they rent or own. If a customer advises us that they rent, they are asked to obtain landlord permission before the technician arrives so that they (the customer) can advise the technician what can or cannot be done to the home. Additionally, the customer is required to sign a Service Agreement which indicates that by signing the agreement, they have obtained permission from the landlord. When I spoke with you by phone on April 14, 2016, I advised you that we are unable to provide you with a copy of the agreement because you are not the account holder. 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 ###-###-####
January 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 23, 2017, we received your complaint, dated January 21, 2017, filed with the Revdex.com. You filed this correspondence on behalf of the account holder, Mr. [redacted]. You expressed dissatisfaction with the speed of the satellite internet service and you indicated that technicians could not resolve the matter. You disputed the early termination fee. When we spoke today, I advised you that I made an exception and I waived the internet early termination fee. You accepted this resolution. Per your request, the service was disconnected. You also agreed to return the leased equipment to DISH Network. A return box and label will be sent to Mr. [redacted]’s address by [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because Dish Network has failed to provide customer satisfaction with their services and customer service. Also, in the writen response they stated my phone call experience was I was not treated rudely which is untrue and bias. This company has thousands of complaints which consist of similar situations. I have also filed a complaint with the FCC and I will go higher until this company learns lawfull practices regarding contracts, billing, and customer support.
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]
January 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com. You said you agreed to a bundle service with satellite TV, phone and internet services for the monthly price of $150.00 per month. You disputed the amount collected with Credit Card AutoPay (CCA) and the early termination fees. I attempted to reach you at [redacted] on January 18, 19 and 20, 2016. I left two voice messages. Today a woman answered my call; however, she was unable to take a message. You initiated your satellite TV service under the Digital Home Advantage (DHA) promotion with a 24- month commitment on February 10, 2015. I have enclosed a copy of your signed DHA agreement. Since you agreed to the term commitment, we provided you with a monthly discount of $35.00 for 12 months and the Protection Plan free for six months. We also provided you with free equipment and a free installation. When the free service and credits ended, you were billed the regular price. You established phone and internet service on December 9, 2015, with a separate 24-month commitment. Because you previously had satellite TV service, we provide you with an additional monthly $35.00 bundle discount. You previously subscribed to the following services: America’s Top 200 package $74.99 Encore Movies $6.00 Epix ...⇄ $0.00 (free for 12 months) Two Joey receivers $14.00 ($7.00 per Joey) dishNET internet 7Mbps $49.99 Primary phone $35.00 The monthly billing rate before tax, surcharges and discounts was $179.98. Please note that when service is added, a prorated charge will apply. A review of your account shows that the billing is accurate. Because you canceled the internet services, you were billed $230.00 for the early termination fee. You also canceled the TV service and the phone service remains active. The early termination fee for the TV service is $260.00. When you agreed to CCA, you authorized DISH Network to collect the full amount due for service. The payment of $268.74 was collected on January 10, 2016, which included the $230.00 early termination fee. Although the early termination fee for the internet and TV service is valid, I made an exception and waived these fees. I submitted a refund of $230.00. Please allow five business days for processing. We ask that the leased equipment be returned to DISH Network to prevent unreturned equipment fees from applying to your account. A return box with label will be delivered to your home by UPS. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
May 27, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On May 27, 2016, we received your complaint, dated May 26, 2016, filed with the Revdex.com (Revdex.com). You maintain that I have not returned your calls and that you have not received written documentation of the offers I provided. You also mentioned that your internet service is still at the 10/50 GB package. On May 19, 2016, I received a message from you stating that you did not want to accept one of my offers until you received written confirmation: therefore, I honored your request and I provided you with your request on May 18, 2016. When I received two additional messages from you, I returned your calls on May 26, 2016, at 7:55 am MDT., and I informed you that the Revdex.com reply was your written confirmation. I informed you that it was posted to the Revdex.com site on Friday May 20, 2016, and that we also mailed you a hard copy. As advised in my previous response, I provided you with the option to either upgrade your internet service to the 50/50 GB for the price of $59.99 for two years or to be released from your 24-month agreement. Your account will remain as is and no changes will be made until you advise me of your decision. Once you have made a choice, you may leave me a message at the phone number provided below. 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
March 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com. You stated that you contacted DISH Network twice to disconnect your service. You were informed of your early termination fee and you requested that you be sent a paper statement reflecting the charge. This was required to obtain reimbursement from your new service provider. You were not provided the statement as requested. You have made several unsuccessful attempts to resolve the matter and the delay prevented you from receiving the reimbursement. You requested that the balance be resolved and removed from collections. When we spoke today, I apologized for your experience and agreed 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 [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]
Initial Business Response /* (1000, 5, 2015/10/05) */
September 28, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your correspondence, dated...
September 24, 2015, filed with the Revdex.com.
You expressed concern with the increased programming rate after the first year and with the state and local taxes.
When we spoke today, you said you do not want to speak with DISH Network.
Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment we provided you with free equipment, free installation and with free and discounted service.
You subscribe to the America's Top 120 Plus package at $64.99 per month before the applicable 6% state sales tax and the 11.44% unique state sales tax rate for Florida.
You received a monthly discount of $25.00 for 12 months, HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for six months.
In January 2015, DISH Network experienced a $5.00 price increase for the America's Top 120 Plus package. To offset the increase, a $5.00 price protection credit was applied to your account for six months. When the free service and credits ended, you were billed the regular program price. The monthly rate is correct and the applicable state and local taxes have applied.
Please note that your monthly billing statements show the billing rate and the promotional credit countdown.
As a courtesy, I made an exception and applied a one-time credit of $10.00 to your account. I also added a $5.00 monthly credit for ten months. These credits offset the $5.00 price increase for one year.
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 (XXX) XXX-XXXX.
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
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On June 2, 2016, we received your complaint, dated June 1, 2016, filed with the Revdex.com. You said that you were supposed to pay only $45.60 per month for two years and you disputed the increased rate. I attempted to reach you at [redacted] on June 7, 8 and 9, 2016. I left three voice messages. Although you returned my call, we were unable to speak directly. Your recorded sales call was reviewed and we found that our agent disclosed that the America’s Top 120 programming package was $29.99 (including a $30.00 discount) plus tax for 12 months. The agent also explained that this price plus receiver fees and tax came to $45.60 per month for 12 months—not 24 months. In addition, a sales confirmation email was sent to [redacted] on May 3, 2015. This included the disclosures as well as links providing the option to view the agreement prior to the installation. We are unable to honor your request for additional programming discounts. If you would like to discuss the sale of your service, please contact Planetdish COM, at [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 1, 2015, we received your correspondence, dated April 30, 2015, filed with the Better...
Business Bureau.
You stated that dishNET billed you $350.00 for an early termination fee. You indicated that you were provided incorrect information regarding the balance owed on your account and due to financial hardship you were forced to disconnect your service. You requested that your early termination fee be waived and removed from collections.
When we spoke today, I agreed to waive your early termination fee. 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.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
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]
October 5, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com. You said you experienced technical issues with the service. You disputed the early termination fee and requested a...
refund. Our records reveal that the early termination fee was waived on October 2, 2016. When we spoke on October 4, 2016, I advised you that I removed the balance of $39.75 from your account. This is for the equipment return fees. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to you address by UPS. We are unable to honor your refund request. We strive to provide excellent service and regret any inconvenience you may have experienced. 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]
January 25, 2016 Mr. Ruchit [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 15, 2016, filed with the Revdex.com. You stated that your current receiver does not support access to the DISH Anywhere service. You recently expressed interest in accessing this service, so you requested that your equipment be upgraded. You indicated that the customer service you encountered did not meet your expectations. If your equipment cannot be upgraded as you requested, you asked that your early termination fee be waived, equipment removed and the credit inquiry done to establish your account removed from your credit report. My three attempts to contact you at ###-###-#### and ###-###-#### on January 21, 22 and 25, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but we have been unable to address your concerns. To access the DISH Anywhere service, a receiver with Sling and internet access is required. Your current receiver is not compatible, so it would require a receiver upgrade. As previous explained, upgrading your equipment would result in an increase to your monthly bill. These fees are disclosed in the terms of your contract. Additionally, your contract terms are for service--not for specific programming or equipment; therefore, we are unable to waive your contract as requested. Your customer service concerns have been forwarded to the appropriate area to be addressed. I would like to offer you a receiver upgrade at no charge. I can waive the contract extension; however, the monthly fees would apply. Pease contact me at ###-###-#### to accept this offer. 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]
Enclosure cc: Denver / Boulder Revdex.com [redacted]
[redacted]
[redacted]
October 11, 2016 Dear Ms. [redacted]: On October 5, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. When we spoke, I advised you...
that our records indicate that you disconnected your account due to technical issues. The agent with whom you spoke offered to troubleshoot your issue, but you declined. As DISH Network was not provided any opportunity to resolve your technical issue, 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 ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
April 20, 2016 Ms. [redacted] Freeland, PA 18224 Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted] : On April 19, 2016, we received your complaint, dated April 18, 2016, filed with the Revdex.com. You expressed concern with the programming offer that was made to you by DISH Network. You maintain that you were not given sufficient time to accept or decline the offer. You would like the offer added to your account and for DISH Network to provide additional compensation. Our records reveal that we offered to provide you with 30% off of your core programming costs for the next five years. This offer was initially made to you and your father on February 25, 2016. Since the offer was not accepted at that time, it is no longer available. When I spoke with you by phone today, I advised you that I am willing to apply the offer to your account. You accepted. This offer will reduce your monthly rate to $73.67. We are unable to honor your request for additional compensation. As a condition of this offer, we ask that you limit all unnecessary contact with our Customer Service Department. DISH Network offers many ways to self-service your account by logging on to mydish.com, using our automated phone system, or by downloading our mobile application. While live agents will always be here for you if you experience technical issues, we ask that you not call DISH Network more than one time per month for non-technical reasons. We also request that your monthly bill be paid on time each month. Please be advised that your account does not qualify for any additional offers or discounts. If the repeated contact to our Customer Service Department continues, your service will be disconnected. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Initial Business Response /* (1000, 5, 2015/06/15) */
June 11, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 9, 2015, we received your correspondence, dated June 8, 2015, filed with the...
Revdex.com.
You stated that your DISH Network installation was not completed. As a result, you experienced service issues that led you to disconnect your account within 30 days of the installation. You requested that your early termination fee be waived and you would like a refund for your $52.51 payment.
My three attempts to contact you at (XXX) XXX-XXXX on June 9, 10 and 11, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to [redacted]@gmail.com. However, I did not receive a reply. I have enclosed a copy of that correspondence for your review.
To address your complaint I waived your early termination fee resolving the balance on your disconnected account. Additionally, I issued a refund for your payment of $52.51. Please allow three to five business days for processing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 4, 2016, we received your complaint, dated February 28, 2016, filed with the Revdex.com. You maintain that you were offered refunds but you did not receive them. A review of our records does not reflect any refund offers. You have been provided with credits to your bill totaling $150.82 since your installation, but I was able to find no offers for any sort of repayment. While we regret any confusion, we are unable to submit any refunds for this 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
June 29, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 23, 2016, we received your correspondence, dated June 21, 2016, filed with the Revdex.com. You said you did not authorize Credit Card AutoPay (CCA). You maintain that as a result of the CCA, you made double payments, and you requested a refund. When we spoke on June 28, 2016, I advised you that the CCA was added to your account through the IVR phone system on October 8, 2015. We sent monthly notices to you at [redacted]@msn.com, detailing the activity on your account. I regret any confusion. We have no record that double payments were collected. We are unable to honor your refund request. Per your request, CCA was removed from your account on June 20, 2016. You informed me that your account will be disconnected on July 1, 2016. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
*
September 18, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 5, 2017, we received your complaint, dated September 2, 2017, filed with the Revdex.com. You said that you received a collection letter regarding an account that is not yours. You requested that we remove the debt from your name. When we spoke, I told you that we will meet your request and remove your information from our collection agency and your credit file. Keep in mind that it can take up to eight weeks for your credit file to be fully amended. 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]
August 23, 2016 Dear Mr. and Mrs. [redacted]: On August 23, 2016, we received your complaint, dated August 18, 2016, filed with the Revdex.com. You indicated that your online advertisements reflect that we offer Fox HD, but you do not receive it. Therefore,...
you requested to be released from the 24-month agreement. You also expressed concern that your calls have not been returned. A review of this account reveals that this issue was resolved by our Executive Communications Department on August 19, 2016, when a case manager released you from the 24-month agreement and early termination fee. When I spoke with you by telephone today, you confirmed that this issue is resolved. I apologize that your calls were not returned, and I requested that boxes for the return of the equipment be shipped to you. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: ...
On April 13, 2016, we received your complaint, dated April 9, 2016, filed with the Revdex.com. You expressed concern with the DISH Network installation that was completed at your property. You maintain that the installation was unauthorized and that it caused damage to your home. You would like DISH Network to pay for the repairs. Unfortunately, DISH Network will be unable to assist you with your request as this is a landlord/ tenant issue. When a customer sets up new service or moves existing service, they are asked if they rent or own. If a customer advises us that they rent, they are asked to obtain landlord permission before the technician arrives so that they (the customer) can advise the technician what can or cannot be done to the home. Additionally, the customer is required to sign a Service Agreement which indicates that by signing the agreement, they have obtained permission from the landlord. When I spoke with you by phone on April 14, 2016, I advised you that we are unable to provide you with a copy of the agreement because you are not the account holder. 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 ###-###-####
January 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 23, 2017, we received your complaint, dated January 21, 2017, filed with the Revdex.com. You filed this correspondence on behalf of the account holder, Mr. [redacted]. You expressed dissatisfaction with the speed of the satellite internet service and you indicated that technicians could not resolve the matter. You disputed the early termination fee. When we spoke today, I advised you that I made an exception and I waived the internet early termination fee. You accepted this resolution. Per your request, the service was disconnected. You also agreed to return the leased equipment to DISH Network. A return box and label will be sent to Mr. [redacted]’s address by [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because Dish Network has failed to provide customer satisfaction with their services and customer service. Also, in the writen response they stated my phone call experience was I was not treated rudely which is untrue and bias. This company has thousands of complaints which consist of similar situations. I have also filed a complaint with the FCC and I will go higher until this company learns lawfull practices regarding contracts, billing, and customer support.
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]
January 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com. You said you agreed to a bundle service with satellite TV, phone and internet services for the monthly price of $150.00 per month. You disputed the amount collected with Credit Card AutoPay (CCA) and the early termination fees. I attempted to reach you at [redacted] on January 18, 19 and 20, 2016. I left two voice messages. Today a woman answered my call; however, she was unable to take a message. You initiated your satellite TV service under the Digital Home Advantage (DHA) promotion with a 24- month commitment on February 10, 2015. I have enclosed a copy of your signed DHA agreement. Since you agreed to the term commitment, we provided you with a monthly discount of $35.00 for 12 months and the Protection Plan free for six months. We also provided you with free equipment and a free installation. When the free service and credits ended, you were billed the regular price. You established phone and internet service on December 9, 2015, with a separate 24-month commitment. Because you previously had satellite TV service, we provide you with an additional monthly $35.00 bundle discount. You previously subscribed to the following services: America’s Top 200 package $74.99 Encore Movies $6.00 Epix ...⇄ $0.00 (free for 12 months) Two Joey receivers $14.00 ($7.00 per Joey) dishNET internet 7Mbps $49.99 Primary phone $35.00 The monthly billing rate before tax, surcharges and discounts was $179.98. Please note that when service is added, a prorated charge will apply. A review of your account shows that the billing is accurate. Because you canceled the internet services, you were billed $230.00 for the early termination fee. You also canceled the TV service and the phone service remains active. The early termination fee for the TV service is $260.00. When you agreed to CCA, you authorized DISH Network to collect the full amount due for service. The payment of $268.74 was collected on January 10, 2016, which included the $230.00 early termination fee. Although the early termination fee for the internet and TV service is valid, I made an exception and waived these fees. I submitted a refund of $230.00. Please allow five business days for processing. We ask that the leased equipment be returned to DISH Network to prevent unreturned equipment fees from applying to your account. A return box with label will be delivered to your home by UPS. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
May 27, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On May 27, 2016, we received your complaint, dated May 26, 2016, filed with the Revdex.com (Revdex.com). You maintain that I have not returned your calls and that you have not received written documentation of the offers I provided. You also mentioned that your internet service is still at the 10/50 GB package. On May 19, 2016, I received a message from you stating that you did not want to accept one of my offers until you received written confirmation: therefore, I honored your request and I provided you with your request on May 18, 2016. When I received two additional messages from you, I returned your calls on May 26, 2016, at 7:55 am MDT., and I informed you that the Revdex.com reply was your written confirmation. I informed you that it was posted to the Revdex.com site on Friday May 20, 2016, and that we also mailed you a hard copy. As advised in my previous response, I provided you with the option to either upgrade your internet service to the 50/50 GB for the price of $59.99 for two years or to be released from your 24-month agreement. Your account will remain as is and no changes will be made until you advise me of your decision. Once you have made a choice, you may leave me a message at the phone number provided below. 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
March 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com. You stated that you contacted DISH Network twice to disconnect your service. You were informed of your early termination fee and you requested that you be sent a paper statement reflecting the charge. This was required to obtain reimbursement from your new service provider. You were not provided the statement as requested. You have made several unsuccessful attempts to resolve the matter and the delay prevented you from receiving the reimbursement. You requested that the balance be resolved and removed from collections. When we spoke today, I apologized for your experience and agreed 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 [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]
Initial Business Response /* (1000, 5, 2015/10/05) */
September 28, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your correspondence, dated...
September 24, 2015, filed with the Revdex.com.
You expressed concern with the increased programming rate after the first year and with the state and local taxes.
When we spoke today, you said you do not want to speak with DISH Network.
Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment we provided you with free equipment, free installation and with free and discounted service.
You subscribe to the America's Top 120 Plus package at $64.99 per month before the applicable 6% state sales tax and the 11.44% unique state sales tax rate for Florida.
You received a monthly discount of $25.00 for 12 months, HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for six months.
In January 2015, DISH Network experienced a $5.00 price increase for the America's Top 120 Plus package. To offset the increase, a $5.00 price protection credit was applied to your account for six months. When the free service and credits ended, you were billed the regular program price. The monthly rate is correct and the applicable state and local taxes have applied.
Please note that your monthly billing statements show the billing rate and the promotional credit countdown.
As a courtesy, I made an exception and applied a one-time credit of $10.00 to your account. I also added a $5.00 monthly credit for ten months. These credits offset the $5.00 price increase for one year.
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 (XXX) XXX-XXXX.
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
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
June 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 2, 2016, we received your complaint, dated June 1, 2016, filed with the Revdex.com. You said that you were supposed to pay only $45.60 per month for two years and you disputed the increased rate. I attempted to reach you at [redacted] on June 7, 8 and 9, 2016. I left three voice messages. Although you returned my call, we were unable to speak directly. Your recorded sales call was reviewed and we found that our agent disclosed that the America’s Top 120 programming package was $29.99 (including a $30.00 discount) plus tax for 12 months. The agent also explained that this price plus receiver fees and tax came to $45.60 per month for 12 months—not 24 months. In addition, a sales confirmation email was sent to [redacted] on May 3, 2015. This included the disclosures as well as links providing the option to view the agreement prior to the installation. We are unable to honor your request for additional programming discounts. If you would like to discuss the sale of your service, please contact Planetdish COM, at [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 1, 2015, we received your correspondence, dated April 30, 2015, filed with the Better...
Business Bureau.
You stated that dishNET billed you $350.00 for an early termination fee. You indicated that you were provided incorrect information regarding the balance owed on your account and due to financial hardship you were forced to disconnect your service. You requested that your early termination fee be waived and removed from collections.
When we spoke today, I agreed to waive your early termination fee. 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.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
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]