Initial Business Response /* (1000, 5, 2015/07/21) */
July 8, 2015
Mrs. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On July 8, 2015, we received your correspondence, dated July 7, 2015, filed with the...
Revdex.com.
You said your account was on hold and you maintain that the service was disconnected without authorization. You disputed the early termination fee and said that your mother, Ms. [redacted] was also billed for an early termination fee.
When we spoke today, I explained that your account was in a pause status for the maximum of nine months. When the pause ended on May 7, 2015, the programming was restored. Our records reveal that monthly email notices were sent to [redacted]@hotmail.com advising of the status of your account.
Because your account was established with Credit Card AutoPay (CCA), a payment of $133.71 was collected on June 8, 2015.
When the leased equipment was returned to DISH Network on June 19, 2015, your account was disconnected. Because the service was disconnected prior to the promotional fulfillment date, an early termination fee of $400.00 was applied.
I advised you that I made an exception and reversed the early termination fee from your account. I also submitted a credit card refund of $133.71. Please allow five business days for processing. You accepted this resolution.
In addition, your "Bill To" address was listed as 3485 Kendale Acres Rd., Tamora, IL XXXXX This is the same address listed on your mother's (Ms. [redacted] DISH Network account. As a result a bill was sent for the early termination fee for you to your mother's address. Ms. [redacted] was not billed for an early termination fee. I updated your billing address to PO Box 27, Saint Libory, IL XXXXX on your account. I regret any confusion.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 23, 2015
Ms. [redacted]
[redacted].
[redacted], NC 27288
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You maintain that you...
are not receiving the monthly rate of $39.99 that you were quoted for the America's Top 200 programming package.
Your service was activated on December 7, 2015, with a 24-month commitment through [redacted] ([redacted]), an independent company.
Please be advised that DISH Network has two offers: an introductory savings offer that includes a total discount of $420.00 for the first 12 months and a two-year price-lock offer with a total savings of $528.00.
A review of your sales call found that the agent advised you of a $64.99 price for the two-year price-lock offer. Although you mentioned the flyer that you had for the advertised price of $39.99 for the America's Top 200 package, the agent explained that this is for the first-year savings offer. The agent also told you that the prices were based on one TV only. Because you requested two receivers along with DVR functions, you were told that the pricing would be $58.99 plus tax for the first year and $93.99 for the second year with the first-year savings offer. The agent indicated that the two-year price-lock offer would include more savings and provided the disclosures for this offer. The price quoted was $71.99 plus tax for two years.
Our records show that you opted to change your package to the America's Top 120 Plus on December 8, 2015, making your monthly rate $56.99 plus tax.
When I spoke with you by phone today, I advised you that you are receiving the price quoted as you are being provided our two-year price-lock offer. You did not agree.
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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
January 23, 2017 Mr. [redacted] Bostic, NC 28018-8734 Re: Revdex.com Complaint [redacted]
...
[redacted] Dear Mr. [redacted]
On January 12, 2017, we received your complaint, dated January 11, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 13, 18 and 23, 2017, and I left two messages. I also emailed you at [redacted] with a request to contact me. You disputed the remaining balance ($176.35) on your account and you maintain that you were charged an early termination fee because you were enrolled in a new 24-month commitment when you scheduled a technician visit. You expressed concern that your account was referred to collections when you are sending monthly payments, and you requested that it be removed. Our records reveal that the last time you enrolled in a new 24-month commitment was on July 11, 2014, when you moved from [redacted]
The remaining balance due of $176.35 was not the result of an early termination fee--it was the remaining charges for unpaid programming. Because the full balance was never paid and only partial payments were made, the balance carried over and left a balance due. You requested disconnection on October 20, 2016, and since your account was disconnected with a delinquent balance, it was referred to collections. The payments you have made have been posted to your account, but DISH Network does not offer a payment plan and the account was sent to collections on December 21, 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 through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 14, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 6, 2018, we received your complaint, dated March 5, 2018, filed with the Revdex.com. You disputed the 24-month commitment required to upgrade your receivers. When we spoke, I made an exception and waived the 24-month commitment associated with your DISH Network account. We sincerely appreciate your business and regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]: On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on December 28, 29 and 30, 2015, were unsuccessful; however, I left three messages. You mentioned the following concerns: · Programming · Movie channels · Early termination fee · Payment plan · Customer service You mentioned that you were provided a monthly credit for the removal of channels from your programming lineup. Although DISH Network does not guarantee channels and reserves the right to change packages at any time, a monthly credit of $50.00 was applied to your account for six months on November 20, 2014, as a courtesy. This credit ended on May 20, 2015. Our records reveal that the channels in question were removed on October 21, 2014, and restored on November 21, 2014. You disputed the monthly charges for the movie channels because you stated that you were not told the regular service charges would apply after the free trial. You requested a credit for the past charges, and for the late fees to be reversed. When you contacted us on July 13, 2015, it was not related to the removal of channels. At that time, you indicated that you were receiving an offer from a different TV provider and you requested that DISH Network match it. A monthly credit of $50.00 was applied to your account for six months and three movie channels (HBO, Cinemax and Starz) were added free for three months. The agent told you the offer was “Roll-to-Pay”, which means that the regular service charges apply after the three-month free trial. As a result, you began to be billed the regular service charges of $35.00 when the offer ended on October 13, 2015. I applied a total credit of $120.15 for the previous charges; however, the late fees that you incurred remain valid because you have had a continuous unpaid balance carry over each month. Because of the issues that you experienced, you would like your service canceled without penalty. Your service was activated on April 26, 2014. In order for DISH Network to provide you with the promotional iPad mini, a 24-month commitment was required. We are unable to honor your request to waive the early termination fee. Please be advised that your service is currently interrupted for non-payment and will be fully disconnected on January 21, 2016. Once the service is canceled, your account will be left with an unpaid service balance of $123.71 and an early termination fee of $120.00 will apply. Additionally, we will send boxes for the return of the leased equipment. While you requested that DISH Network set up a payment plan for the remaining balance, we do not have this option. Therefore, the full balance will be due immediately. You expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
April 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 20, 2016, we received your correspondence, dated April 19, 2016, filed with the Revdex.com. You said you were told that the early termination fee would not be applied to your account and you requested a refund. When we spoke today, I advised you that the early termination and box return fees were removed from your account. Today, a refund of $78.92 was applied to your credit card account ending in 8797. You accepted this resolution. I apologize for any inconvenience you may have experienced. Your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Christina Atencio 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
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You maintain that DISH Network is not honoring the offer of a monthly $10.00 credit and free movie channels for ten months. You also stated that internet service is not...
available in your area as you were promised. Your TV service was activated on April 11, 2015, with a 24-month commitment through our Flex 24 promotion. This is a pay-in-advance promotion that requires your monthly payment to be received on or before your due date. Additionally, this type of account is not currently eligible for our dishNET internet service. A review of the customer service call recording on March 4, 2016, found that you declined the initial offer of a monthly $10.00 credit for six months. Our representative then proceeded to offer a $10.00 monthly credit for ten months. Although he offered you free movie channels, he did not give a specific time frame for this offer. You declined and indicated that you would call back. We are willing to honor the offer of a $10.00 monthly credit for ten months and HBO and Cinemax free for six months or the offer of HBO, Cinemax and Starz free for three months. You may contact me directly to accept either offer. When I spoke with you by phone today, I advised you that I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. 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 ###-###-####
December 21, 2017 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On December 20, 2017, we received your complaint, dated December 17, 2017, filed with the Revdex.com. You once again requested compensation for the time your grandson spent with our installers and on the phone to obtain DISH Network service. As previously advised, we are unable to honor your request for compensation. We again apologize for any inconvenience that you experienced as a result of this issue. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 16, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 13, 2017, we received your complaint, dated February 12, 2017, filed with the Revdex.com. You said you were advised that your monthly rate would remain the same for 24 months, but your rate increased by $5.00 per month. When we spoke, I advised you that I reviewed your sales call and found there may have been some confusion about your programming package. You contacted us about an advertisement for the Flex Pack, but you received the Smart Pack instead. As the Smart Pack does not qualify for the 24-month Price Guarantee promotion, your monthly rate increased by $5.00 in January 2017. As I explained, I applied a monthly $5.00 credit for 24 months and I waived the 24-month commitment associated with your account. We sincerely regret any confusion this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/12/11) */
December 3, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 8, 2015, we received your complaint, dated November 24, 2015,...
filed with the Revdex.com.
You expressed concern that your bill due date changed without notification and your bill is now due five days earlier. You asked that your bank information be removed from our Credit Card AutoPay option, but you were charged anyway. You requested to be released from your 24-month agreement.
When I spoke with you by telephone today, I advised you that it was a DISH Network business decision to change all due dates. This change now aligns your due date with the start of your service period; it did not impact the amount due or any service on your account.
Since your payment was due on November 23, 2015, and you did not request the removal of the bank information until November 22, 2015, there was not enough time for the transaction to be stopped. I apologize on behalf of DISH Network that you were not informed of the process. As an exception, I provided a credit for this month's service ($130.37).
Although you indicated that we did not provide notification of the change of the due date, it was disclosed on your July 8, 2015, billing statement. Notification that your billing statement is ready to be viewed is emailed monthly to you at [redacted]@gmail.com, which is the email address attached to the account.
The 24-month agreement remains valid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:After going back and forth with this individual, I do not believe he truly desires resolution. Whether or not he chooses to admit that my account was accessed without my consent in the responses he has chosen to send, he did admit such during our telephone conversation. Simply the admission of such a thing confirms an illegal action on the part of Dish Network. The representative has also sent the submitted response in writing to our home multiple times this week. I'm uncertain if the repetition in sending the same information repeatedly is some form of intimidation, but do not at all consider Mr. [redacted]'s lack of professionalism and deplorable behavior appropriate in the least. While I appreciate the effort of the Revdex.com to find resolution in this matter, I have subsequently filed a complaint with the FTC in hopes that this issue can be resolved without a final step of legal action.
Sincerely,
[redacted]
October 21, 2016 Dear Ms. [redacted]: On October 19, 2016, we received your complaint, dated October 17, 2016, filed with the Revdex.com. You expressed concern regarding being told that you would be charged a $160.00 early termination fee if you...
closed your account. You said that you were not advised of a term commitment when you added a receiver to your home. When we spoke, I advised you that I would waive the early termination fee, and apply a $40.00 account credit for the time you were without the service. I disconnected your account, per your request, and provided you with our equipment return disclosures. 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, 4, 2015/09/25) */
September 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your complaint, dated September...
22, 2015, filed with the Revdex.com.
You said that you were charged for our services when your order was cancelled. You requested that we provide you with a refund.
When we spoke, I advised you that your refund of $110.88 was approved today and that it will be available for you within the next three business days.
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
[redacted]
Denver, CO XXXXX
[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]
Initial Business Response /* (1000, 5, 2015/07/10) */
July 8, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 8, 2015, we received your complaint, dated July 7, 2015, filed with the Better...
Business Bureau.
You disputed the early termination fee.
Please note that DISH Network does not offer a trial period to cancel service without a penalty.
Our records reveal that you reported loss of signal on June 21, 2015. I reviewed all your recorded calls for this date and found that a technician visit was scheduled for June 30, 2015, to relocate your dish. However, it was canceled in error. I apologize for any inconvenience this may have caused.
When we spoke today, I advised you that I waived the early termination fee. Per your request, the service was disconnected today. You accepted this resolution.
You also agreed to return the leased equipment to DISH Network. A return box with label will be delivered to your home by UPS.
We thank you for bringing this matter to our attention. Your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
Complaint: [redacted]
I am rejecting this response because: We made.more than 2.calls in February. My husband called, then I called then we called together. I was.told there.was , otherwise in would not have taken it, not knowing if.it was feasible for my needs. I am not.going to keep.going back and forth with you about it.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/06/15) */
June 11, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 11, 2015, we received your correspondence, dated June 10, 2015, filed with...
the Revdex.com.
You requested a box to return the leased equipment and you expressed concern with the collection attempts.
When we spoke today, I advised you that the 322 model receiver is obsolete and it is not required to be returned to DISH Network. I removed the $49.00 receiver fee from your account.
As of June 11, 2015, your DISH Network account is at a zero balance. The negative mark [redacted] be removed from your credit report. Please allow eight weeks for processing with the credit bureaus.
We 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 (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]
October 28, 2016 Dear Mr. [redacted]: On October 28, 2016, we received your complaint, dated October 26, 2016, filed with the Revdex.com. The retailer also collected the $50.00 processing fee. We are unable to honor your refund request. We appreciate your...
feedback and your concerns will be investigated internally. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Initial Business Response /* (1000, 5, 2015/07/21) */
July 8, 2015
Mrs. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On July 8, 2015, we received your correspondence, dated July 7, 2015, filed with the...
Revdex.com.
You said your account was on hold and you maintain that the service was disconnected without authorization. You disputed the early termination fee and said that your mother, Ms. [redacted] was also billed for an early termination fee.
When we spoke today, I explained that your account was in a pause status for the maximum of nine months. When the pause ended on May 7, 2015, the programming was restored. Our records reveal that monthly email notices were sent to [redacted]@hotmail.com advising of the status of your account.
Because your account was established with Credit Card AutoPay (CCA), a payment of $133.71 was collected on June 8, 2015.
When the leased equipment was returned to DISH Network on June 19, 2015, your account was disconnected. Because the service was disconnected prior to the promotional fulfillment date, an early termination fee of $400.00 was applied.
I advised you that I made an exception and reversed the early termination fee from your account. I also submitted a credit card refund of $133.71. Please allow five business days for processing. You accepted this resolution.
In addition, your "Bill To" address was listed as 3485 Kendale Acres Rd., Tamora, IL XXXXX This is the same address listed on your mother's (Ms. [redacted] DISH Network account. As a result a bill was sent for the early termination fee for you to your mother's address. Ms. [redacted] was not billed for an early termination fee. I updated your billing address to PO Box 27, Saint Libory, IL XXXXX on your account. I regret any confusion.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 23, 2015
Ms. [redacted]
[redacted].
[redacted], NC 27288
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You maintain that you...
are not receiving the monthly rate of $39.99 that you were quoted for the America's Top 200 programming package.
Your service was activated on December 7, 2015, with a 24-month commitment through [redacted] ([redacted]), an independent company.
Please be advised that DISH Network has two offers: an introductory savings offer that includes a total discount of $420.00 for the first 12 months and a two-year price-lock offer with a total savings of $528.00.
A review of your sales call found that the agent advised you of a $64.99 price for the two-year price-lock offer. Although you mentioned the flyer that you had for the advertised price of $39.99 for the America's Top 200 package, the agent explained that this is for the first-year savings offer. The agent also told you that the prices were based on one TV only. Because you requested two receivers along with DVR functions, you were told that the pricing would be $58.99 plus tax for the first year and $93.99 for the second year with the first-year savings offer. The agent indicated that the two-year price-lock offer would include more savings and provided the disclosures for this offer. The price quoted was $71.99 plus tax for two years.
Our records show that you opted to change your package to the America's Top 120 Plus on December 8, 2015, making your monthly rate $56.99 plus tax.
When I spoke with you by phone today, I advised you that you are receiving the price quoted as you are being provided our two-year price-lock offer. You did not agree.
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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
January 23, 2017 Mr. [redacted] Bostic, NC 28018-8734 Re: Revdex.com Complaint [redacted]
...
[redacted] Dear Mr. [redacted]
On January 12, 2017, we received your complaint, dated January 11, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 13, 18 and 23, 2017, and I left two messages. I also emailed you at [redacted] with a request to contact me. You disputed the remaining balance ($176.35) on your account and you maintain that you were charged an early termination fee because you were enrolled in a new 24-month commitment when you scheduled a technician visit. You expressed concern that your account was referred to collections when you are sending monthly payments, and you requested that it be removed. Our records reveal that the last time you enrolled in a new 24-month commitment was on July 11, 2014, when you moved from [redacted]
The remaining balance due of $176.35 was not the result of an early termination fee--it was the remaining charges for unpaid programming. Because the full balance was never paid and only partial payments were made, the balance carried over and left a balance due. You requested disconnection on October 20, 2016, and since your account was disconnected with a delinquent balance, it was referred to collections. The payments you have made have been posted to your account, but DISH Network does not offer a payment plan and the account was sent to collections on December 21, 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 through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 14, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 6, 2018, we received your complaint, dated March 5, 2018, filed with the Revdex.com. You disputed the 24-month commitment required to upgrade your receivers. When we spoke, I made an exception and waived the 24-month commitment associated with your DISH Network account. We sincerely appreciate your business and regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 30, 2015 [redacted] Re: Revdex.com Complaint # [redacted] 8[redacted] Dear Ms....
[redacted]: On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on December 28, 29 and 30, 2015, were unsuccessful; however, I left three messages. You mentioned the following concerns: · Programming · Movie channels · Early termination fee · Payment plan · Customer service You mentioned that you were provided a monthly credit for the removal of channels from your programming lineup. Although DISH Network does not guarantee channels and reserves the right to change packages at any time, a monthly credit of $50.00 was applied to your account for six months on November 20, 2014, as a courtesy. This credit ended on May 20, 2015. Our records reveal that the channels in question were removed on October 21, 2014, and restored on November 21, 2014. You disputed the monthly charges for the movie channels because you stated that you were not told the regular service charges would apply after the free trial. You requested a credit for the past charges, and for the late fees to be reversed. When you contacted us on July 13, 2015, it was not related to the removal of channels. At that time, you indicated that you were receiving an offer from a different TV provider and you requested that DISH Network match it. A monthly credit of $50.00 was applied to your account for six months and three movie channels (HBO, Cinemax and Starz) were added free for three months. The agent told you the offer was “Roll-to-Pay”, which means that the regular service charges apply after the three-month free trial. As a result, you began to be billed the regular service charges of $35.00 when the offer ended on October 13, 2015. I applied a total credit of $120.15 for the previous charges; however, the late fees that you incurred remain valid because you have had a continuous unpaid balance carry over each month. Because of the issues that you experienced, you would like your service canceled without penalty. Your service was activated on April 26, 2014. In order for DISH Network to provide you with the promotional iPad mini, a 24-month commitment was required. We are unable to honor your request to waive the early termination fee. Please be advised that your service is currently interrupted for non-payment and will be fully disconnected on January 21, 2016. Once the service is canceled, your account will be left with an unpaid service balance of $123.71 and an early termination fee of $120.00 will apply. Additionally, we will send boxes for the return of the leased equipment. While you requested that DISH Network set up a payment plan for the remaining balance, we do not have this option. Therefore, the full balance will be due immediately. You expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
April 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 20, 2016, we received your correspondence, dated April 19, 2016, filed with the Revdex.com. You said you were told that the early termination fee would not be applied to your account and you requested a refund. When we spoke today, I advised you that the early termination and box return fees were removed from your account. Today, a refund of $78.92 was applied to your credit card account ending in 8797. You accepted this resolution. I apologize for any inconvenience you may have experienced. Your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Christina Atencio 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
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You maintain that DISH Network is not honoring the offer of a monthly $10.00 credit and free movie channels for ten months. You also stated that internet service is not...
available in your area as you were promised. Your TV service was activated on April 11, 2015, with a 24-month commitment through our Flex 24 promotion. This is a pay-in-advance promotion that requires your monthly payment to be received on or before your due date. Additionally, this type of account is not currently eligible for our dishNET internet service. A review of the customer service call recording on March 4, 2016, found that you declined the initial offer of a monthly $10.00 credit for six months. Our representative then proceeded to offer a $10.00 monthly credit for ten months. Although he offered you free movie channels, he did not give a specific time frame for this offer. You declined and indicated that you would call back. We are willing to honor the offer of a $10.00 monthly credit for ten months and HBO and Cinemax free for six months or the offer of HBO, Cinemax and Starz free for three months. You may contact me directly to accept either offer. When I spoke with you by phone today, I advised you that I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. 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 ###-###-####
December 21, 2017 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On December 20, 2017, we received your complaint, dated December 17, 2017, filed with the Revdex.com. You once again requested compensation for the time your grandson spent with our installers and on the phone to obtain DISH Network service. As previously advised, we are unable to honor your request for compensation. We again apologize for any inconvenience that you experienced as a result of this issue. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 16, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 13, 2017, we received your complaint, dated February 12, 2017, filed with the Revdex.com. You said you were advised that your monthly rate would remain the same for 24 months, but your rate increased by $5.00 per month. When we spoke, I advised you that I reviewed your sales call and found there may have been some confusion about your programming package. You contacted us about an advertisement for the Flex Pack, but you received the Smart Pack instead. As the Smart Pack does not qualify for the 24-month Price Guarantee promotion, your monthly rate increased by $5.00 in January 2017. As I explained, I applied a monthly $5.00 credit for 24 months and I waived the 24-month commitment associated with your account. We sincerely regret any confusion this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/12/11) */
December 3, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 8, 2015, we received your complaint, dated November 24, 2015,...
filed with the Revdex.com.
You expressed concern that your bill due date changed without notification and your bill is now due five days earlier. You asked that your bank information be removed from our Credit Card AutoPay option, but you were charged anyway. You requested to be released from your 24-month agreement.
When I spoke with you by telephone today, I advised you that it was a DISH Network business decision to change all due dates. This change now aligns your due date with the start of your service period; it did not impact the amount due or any service on your account.
Since your payment was due on November 23, 2015, and you did not request the removal of the bank information until November 22, 2015, there was not enough time for the transaction to be stopped. I apologize on behalf of DISH Network that you were not informed of the process. As an exception, I provided a credit for this month's service ($130.37).
Although you indicated that we did not provide notification of the change of the due date, it was disclosed on your July 8, 2015, billing statement. Notification that your billing statement is ready to be viewed is emailed monthly to you at [redacted]@gmail.com, which is the email address attached to the account.
The 24-month agreement remains valid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:After going back and forth with this individual, I do not believe he truly desires resolution. Whether or not he chooses to admit that my account was accessed without my consent in the responses he has chosen to send, he did admit such during our telephone conversation. Simply the admission of such a thing confirms an illegal action on the part of Dish Network. The representative has also sent the submitted response in writing to our home multiple times this week. I'm uncertain if the repetition in sending the same information repeatedly is some form of intimidation, but do not at all consider Mr. [redacted]'s lack of professionalism and deplorable behavior appropriate in the least. While I appreciate the effort of the Revdex.com to find resolution in this matter, I have subsequently filed a complaint with the FTC in hopes that this issue can be resolved without a final step of legal action.
Sincerely,
[redacted]
October 21, 2016 Dear Ms. [redacted]: On October 19, 2016, we received your complaint, dated October 17, 2016, filed with the Revdex.com. You expressed concern regarding being told that you would be charged a $160.00 early termination fee if you...
closed your account. You said that you were not advised of a term commitment when you added a receiver to your home. When we spoke, I advised you that I would waive the early termination fee, and apply a $40.00 account credit for the time you were without the service. I disconnected your account, per your request, and provided you with our equipment return disclosures. 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, 4, 2015/09/25) */
September 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your complaint, dated September...
22, 2015, filed with the Revdex.com.
You said that you were charged for our services when your order was cancelled. You requested that we provide you with a refund.
When we spoke, I advised you that your refund of $110.88 was approved today and that it will be available for you within the next three business days.
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
[redacted]
Denver, CO XXXXX
[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]
Initial Business Response /* (1000, 5, 2015/07/10) */
July 8, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 8, 2015, we received your complaint, dated July 7, 2015, filed with the Better...
Business Bureau.
You disputed the early termination fee.
Please note that DISH Network does not offer a trial period to cancel service without a penalty.
Our records reveal that you reported loss of signal on June 21, 2015. I reviewed all your recorded calls for this date and found that a technician visit was scheduled for June 30, 2015, to relocate your dish. However, it was canceled in error. I apologize for any inconvenience this may have caused.
When we spoke today, I advised you that I waived the early termination fee. Per your request, the service was disconnected today. You accepted this resolution.
You also agreed to return the leased equipment to DISH Network. A return box with label will be delivered to your home by UPS.
We thank you for bringing this matter to our attention. Your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
Complaint: [redacted]
I am rejecting this response because: We made.more than 2.calls in February. My husband called, then I called then we called together. I was.told there.was , otherwise in would not have taken it, not knowing if.it was feasible for my needs. I am not.going to keep.going back and forth with you about it.
Sincerely,
[redacted]
Final Consumer Response /* (2000, 11, 2015/09/04) */
This matter has been resolved. I have received all money that was owed to me. Thanks for you help
Initial Business Response /* (1000, 10, 2015/06/15) */
June 11, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 11, 2015, we received your correspondence, dated June 10, 2015, filed with...
the Revdex.com.
You requested a box to return the leased equipment and you expressed concern with the collection attempts.
When we spoke today, I advised you that the 322 model receiver is obsolete and it is not required to be returned to DISH Network. I removed the $49.00 receiver fee from your account.
As of June 11, 2015, your DISH Network account is at a zero balance. The negative mark [redacted] be removed from your credit report. Please allow eight weeks for processing with the credit bureaus.
We 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 (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]
October 28, 2016 Dear Mr. [redacted]: On October 28, 2016, we received your complaint, dated October 26, 2016, filed with the Revdex.com. The retailer also collected the $50.00 processing fee. We are unable to honor your refund request. We appreciate your...
feedback and your concerns will be investigated internally. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Final Consumer Response /* (2000, 11, 2015/08/25) */
Dish settled complaint to my satisfaction after receiving my complaint through Revdex.com