Initial Business Response /* (1000, 5, 2015/09/28) */
September 21, 2015
Mr.[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your complaint, dated September...
17, 2015, filed with the Revdex.com.
You indicated that when your receiver was replaced, the technician took the old receiver with him, yet you have been charged for unreturned equipment. When you contacted us, you were informed that the current balance due was $130.00.
When I spoke with you by telephone today, I informed you that the $199.00 fee was removed but the remaining balance was for programming. The promotional offer for free movies channels expired on September 19, 2015. Since we bill one month in advance, your current bill dated September 5, 2015, was for service from September 20, 2015, to October 19, 2015. Therefore, the charges reflected on this bill.
You informed me that you requested that the free channels be removed since August 25, 2015. I apologized for the inconvenience and removed the HBO, Cinemax, Showtime, Starz and DISH Movie Pack (formerly Blockbuster @Home) and the charges were removed. I also provided you with one month of service credits ($61.99).
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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Gerri Santistevan,(Dish Personnel) Did help me to clear out the issues and extra charges. At this point, I have not further complains. Thank you for the time taken to address my complain and to fast get a solution.
Thank you again,
[redacted]
Revdex.com: This email is to take back my complaint. Dish has sent a technician our for free and replaced my router. I am sorry for wasting your time thank you and have a great day.
Sincerely,
[redacted]
December 12, 2016 Dear Ms. [redacted]: On December 9, 2016, we received your complaint, dated December 8, 2016, filed with the Revdex.com. You indicated that you were provided incorrect information during your sales call. You said...
that you are not being charged the rate you were quoted, and you were not advised that you were receiving three free months of premium channels. In addition, you requested more information about our Protection Plan. When we spoke, I attempted to advise you that as you initiated your service through an independent retailer, Sterling Commerce Group, I requested to have your sales call reviewed for misinformation. It was found that you were provided the correct monthly rate for your package. You were advised that your rate would be $72.02. You were also informed that this price included a monthly $5.00 credit as long as your account was enrolled in E-billing and automatic payments. As you removed E-billing from your account, the $5.00 credit was removed. Additionally, you added the Heartland Package on November 2, 2016, for $5.00 per month, bringing your rate to $83.02. You were also advised during the call that you would receive the premium channel free for three months and the Protection Plan free for six months. As no misinformation was provided, we are unable to honor your request for additional months of free premiums, or for your bill to be adjusted. Please review your enclosed customer agreement concerning the Protection Plan. The plan provides for shipping fees should DISH Network need to ship you a replacement receiver, and it significantly reduces your cost for a technician visit. You receive it free for six months as part of your new customer promotion. 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 ###-###-####
Initial Business Response /* (1000, 6, 2015/08/13) */
July 30, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 29, 2015, we received your complaint, dated July 28, 2015, filed with the...
Revdex.com.
You said that a DISH Network technician took items from your property and damaged your roof. You requested to have your early termination fee waived.
When we spoke, I explained that the issues you are reporting must be handled and researched by our Corporate Field Resolutions (CFR) Team. I forwarded your information CFR so that they can open a damage claim for you. As I advised you, an agent from CFR will contact you concerning these issues.
We sincerely 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/07/30) */
July 22, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 22, 2015, we received your complaint, dated July 21, 2015, filed with the...
Revdex.com.
You said that you were experiencing technical issues and you disputed the cost to move your service. You requested to have your 24-month commitment waived.
When we spoke, I advised you that our records do not show any calls for technical issues. I reviewed your calls to us and found that the first mention of signal issues was after you were advised of the cost to have your service relocated. As I explained, DISH Network requests the opportunity to resolve any technical issues prior to disconnection.
I also explained that a review of your calls showed that you were offered $50.00 off the $100.00 Move-In Deal price but you declined. You indicated that DISH Network advertises that moving is free and I advised you that our advertisements also provide for restrictions due to the cost we incur reinstalling your service.
While we regret any inconvenience, we are unable to waive your 24-month commitment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 9, 10 and 11, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You want an explanation as to why you have two accounts. You also questioned why your services were disconnected without notice. Although you have two accounts, only one is active. The first account was your bundled account; however, once you cancelled your service with Windstream and continued with our service, your bundled account was closed and you were given a new direct account. A review of your account reveals that your service was disconnected on February 2, 2016, as you disputed a $99.00 payment taken on October 26, 2015, for the internet activation fee. Anytime we receive a payment dispute, it is DISH Network’s policy to disconnect the account as the necessary payment to maintain service has not been made. We consider the internet activation fee to be a valid charge. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Complaint: [redacted]
I am rejecting this response because:They are not being truthful and continue tonot answer in a manner that does not clarify what transpired. I have a message todate(July 1, 2016) # 803 from this business warning me of discontinuation of my service.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/05/11) */
May 1, 2015
Ms. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 30, 2015, we received your complaint, dated April 29, 2015, filed with the Better Business...
Bureau.
You said that your account was not closed when you requested. You asked that your account be closed and a box be sent to return your equipment.
I was unable to locate your account with the information you provided. Also, I called [redacted] and a gentleman advised me that this is not your number. Please contact me so that I may assist you.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
January 26, 2016 Mr. and Mrs. [redacted] and [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted]-[redacted] Dear Mr. and Mrs. [redacted]: On January 26, 2016, we received your complaint, dated January 26, 2016, filed with the Revdex.com. You expressed concern with ongoing technical issues with your Hopper receiver. Although it has been replaced several times, the technical issues continue. You requested that these issues be corrected, and a credit for two months of service. When I spoke with you by telephone today, I scheduled a free technician visit for Wednesday, January 27, 2016, between the hours of 12:00 pm and 5:00 pm MST. You were also provided two months of programming credits. 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]
Tell us why here...
Complaint: [redacted]
I am rejecting this response because:
This response is clearly a scripted written response to upon which there was no verification of the background data used. As far as attempting to reach us at the phone number listed above [redacted] NOT TRUE! At least no messages were left nor does caller id show a single missed call from DISHTV.....yet MORE lies I think yes! So once again NO I DO NOT ACCEPT THEIR RESPONSE
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/27) */
October 19, 2015
[redacted] and [redacted] and [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On October 14, 2015, we received your complaint, dated...
October 13, 2015, filed with the Revdex.com.
You said you were told there was no cost to relocate your service to a new location. You disputed the $100.00 fee and requested a refund.
I attempted to reach you at (XXX) XXX-XXXX on October 14, 16 and 19, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
I reviewed your call that took place on July 20, 2015. We found that you (Mr. [redacted]) scheduled a Move-In-Deal for the relocation of the service. During this call, our agent advised you that you will be billed $100.00 for the Move-In-Deal. This fee was applied to your bundled Frontier account.
Our records show that your service was unbundled with Frontier on August 4, 2015, and you are now being billed for TV service only through DISH Network. Because your service was unbundled with Frontier, we cannot transfer a credit.
Although no misinformation was provided, I made an exception and applied a $100.00 credit to your DISH Network account. Your refund request cannot be honored. Please contact Frontier directly regarding their billing.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Individuals that hold jobs might not have availability to speak to someone on the phone during your business hours. I received two, short, and rude voicemails and did return the call. I never received a third call after my returned call. I was the one who called to have services transferred, we had four separate dates attempted to which services were not installed. That is why services were unbundled. Upon further investigation and calling to speak with Dish and Frontier more than several times we were informed of the 100.00 charge. I find this interesting that you were able to go back and retrieve this information, however, when we called and spent approximately 5-7 hours on the phone that no one was able to provide any similar information and we were told by several representatives not to pay the bill at all. Thank you for making an "exception" and applying a credit towards our account.
Dear Ms. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. You indicated that you were not happy with my resolution and you expressed concern that we did not review your bank statements. When we spoke by phone, I advised you that our records reflect that manual payments were attempted through your online account and your receiver; however, these payments failed. As I stated, we only attempted to debit your bank account one time through the AutoPay system. As such, I’m offering you one credit of $29.00. I regret that you are not satisfied with my offer; however, with the lack of evidence, I am unable to provide you with more credits. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Dear Ms. [redacted]:
On November 25, 2015, we received your complaint, dated November 24, 2015, filed with the Revdex.com.
You disputed the denial of your damage claim and requested reimbursement for the replacement of two TVs.
When we spoke, I advised you that our Corporate Field...
Resolutions (CFR) Team investigated your claim and found no evidence that DISH Network equipment or personnel caused the damage that you alleged. As such, we are unable to provide reimbursement for this issue.
As we discussed, a copy of your denial letter is enclosed for your records.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
###-###-####
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated January 27, 2016, filed with the Revdex.com. You stated that when you disconnected your DISH Network service, you were provided a statement reflecting a zero balance owed. You have now received another bill...
indicating that you owe $123.00. You do not agreed that you owe this balance and you would like it resolved. When we spoke today, I advised you that the charge was your early termination fee. However, your signature was not electronically captured so I agreed to waive the fee and resolve the balance. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
August 25, 2016 Dear Mr. [redacted]: On August 23, 2016, we received your complaint, dated August 22, 2016, filed with the Revdex.com. You indicated that DISH Network has failed to provide you with CBS and Fox since June 12, 2016. You would like your...
commitment waived, so you can cancel your service without penalty. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. As we were unable to locate a copy of your contract on file, I made an exception and I waived your commitment and associated 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: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
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. Christina was very helpful dealing with my concerns.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 25, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 17, 2015, filed...
with the Revdex.com.
You indicated that you disconnected your DISH Network service because of technical issues. Therefore, you disputed the $440.00 early termination fee that posted to your account.
Although this account was activated under the Digital Home Advantage (DHA) 24-month agreement, because your account reveals ongoing technical issues reported, I removed the $440.00 early termination fee.
Please return the Hopper, [redacted] and remotes to avoid unreturned equipment fees. Keep the return tracking numbers for your records.
Additionally, you mentioned your dissatisfaction with the customer service you received. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
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
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 23, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that you are not being billed the rate of $65.00 that you were quoted for your second year of service. You want your account closed without penalty. When we spoke I explained that our promotion offers a one-year discount. However, we agreed to provide you with a $15.00 monthly credit for your second year of service, in order to extend the $65.00 rate. DISH Network experienced a $5.00 a month rate increase in February 2016. I agreed to add an additional $5.00 monthly credit to your account until your commitment expires. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted] [redacted] [redacted]
* [redacted]Tell us why here...
Complaint: [redacted]
I am rejecting this response because :
First the dates stated upon receiving any so called Flex account is not a valid nor a true statement. In addition, I never had nor even at this time have any inkling of what a so.called flex account.espouses nor did I agree to something I had no knowledge of.
Sincerely,
[redacted]
October 26, 2016 Dear Dr. [redacted]: On October 18, 2016, we received your complaint, dated October 14, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. When we spoke I advised...
you that your balance is due to your early termination fee, as your account was under a 24-month commitment when you disconnected it. Please note that your account was a Pay-In-Advance account. As such, any unpaid balance due after your due date will cause the account to be interrupted. We appreciate your feedback concerning your experience; however, as your 24-month commitment was not completed, we are unable to honor your request to waive your balance. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/09/28) */
September 21, 2015
Mr.[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your complaint, dated September...
17, 2015, filed with the Revdex.com.
You indicated that when your receiver was replaced, the technician took the old receiver with him, yet you have been charged for unreturned equipment. When you contacted us, you were informed that the current balance due was $130.00.
When I spoke with you by telephone today, I informed you that the $199.00 fee was removed but the remaining balance was for programming. The promotional offer for free movies channels expired on September 19, 2015. Since we bill one month in advance, your current bill dated September 5, 2015, was for service from September 20, 2015, to October 19, 2015. Therefore, the charges reflected on this bill.
You informed me that you requested that the free channels be removed since August 25, 2015. I apologized for the inconvenience and removed the HBO, Cinemax, Showtime, Starz and DISH Movie Pack (formerly Blockbuster @Home) and the charges were removed. I also provided you with one month of service credits ($61.99).
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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Gerri Santistevan,(Dish Personnel) Did help me to clear out the issues and extra charges. At this point, I have not further complains. Thank you for the time taken to address my complain and to fast get a solution.
Thank you again,
[redacted]
Revdex.com: This email is to take back my complaint. Dish has sent a technician our for free and replaced my router. I am sorry for wasting your time thank you and have a great day.
Sincerely,
[redacted]
December 12, 2016 Dear Ms. [redacted]: On December 9, 2016, we received your complaint, dated December 8, 2016, filed with the Revdex.com. You indicated that you were provided incorrect information during your sales call. You said...
that you are not being charged the rate you were quoted, and you were not advised that you were receiving three free months of premium channels. In addition, you requested more information about our Protection Plan. When we spoke, I attempted to advise you that as you initiated your service through an independent retailer, Sterling Commerce Group, I requested to have your sales call reviewed for misinformation. It was found that you were provided the correct monthly rate for your package. You were advised that your rate would be $72.02. You were also informed that this price included a monthly $5.00 credit as long as your account was enrolled in E-billing and automatic payments. As you removed E-billing from your account, the $5.00 credit was removed. Additionally, you added the Heartland Package on November 2, 2016, for $5.00 per month, bringing your rate to $83.02. You were also advised during the call that you would receive the premium channel free for three months and the Protection Plan free for six months. As no misinformation was provided, we are unable to honor your request for additional months of free premiums, or for your bill to be adjusted. Please review your enclosed customer agreement concerning the Protection Plan. The plan provides for shipping fees should DISH Network need to ship you a replacement receiver, and it significantly reduces your cost for a technician visit. You receive it free for six months as part of your new customer promotion. 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 ###-###-####
Initial Business Response /* (1000, 6, 2015/08/13) */
July 30, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 29, 2015, we received your complaint, dated July 28, 2015, filed with the...
Revdex.com.
You said that a DISH Network technician took items from your property and damaged your roof. You requested to have your early termination fee waived.
When we spoke, I explained that the issues you are reporting must be handled and researched by our Corporate Field Resolutions (CFR) Team. I forwarded your information CFR so that they can open a damage claim for you. As I advised you, an agent from CFR will contact you concerning these issues.
We sincerely 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/07/30) */
July 22, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 22, 2015, we received your complaint, dated July 21, 2015, filed with the...
Revdex.com.
You said that you were experiencing technical issues and you disputed the cost to move your service. You requested to have your 24-month commitment waived.
When we spoke, I advised you that our records do not show any calls for technical issues. I reviewed your calls to us and found that the first mention of signal issues was after you were advised of the cost to have your service relocated. As I explained, DISH Network requests the opportunity to resolve any technical issues prior to disconnection.
I also explained that a review of your calls showed that you were offered $50.00 off the $100.00 Move-In Deal price but you declined. You indicated that DISH Network advertises that moving is free and I advised you that our advertisements also provide for restrictions due to the cost we incur reinstalling your service.
While we regret any inconvenience, we are unable to waive your 24-month commitment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 11, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 9, 10 and 11, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You want an explanation as to why you have two accounts. You also questioned why your services were disconnected without notice. Although you have two accounts, only one is active. The first account was your bundled account; however, once you cancelled your service with Windstream and continued with our service, your bundled account was closed and you were given a new direct account. A review of your account reveals that your service was disconnected on February 2, 2016, as you disputed a $99.00 payment taken on October 26, 2015, for the internet activation fee. Anytime we receive a payment dispute, it is DISH Network’s policy to disconnect the account as the necessary payment to maintain service has not been made. We consider the internet activation fee to be a valid charge. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Complaint: [redacted]
I am rejecting this response because:They are not being truthful and continue tonot answer in a manner that does not clarify what transpired. I have a message todate(July 1, 2016) # 803 from this business warning me of discontinuation of my service.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/05/11) */
May 1, 2015
Ms. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 30, 2015, we received your complaint, dated April 29, 2015, filed with the Better Business...
Bureau.
You said that your account was not closed when you requested. You asked that your account be closed and a box be sent to return your equipment.
I was unable to locate your account with the information you provided. Also, I called [redacted] and a gentleman advised me that this is not your number. Please contact me so that I may assist you.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
January 26, 2016 Mr. and Mrs. [redacted] and [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted]-[redacted] Dear Mr. and Mrs. [redacted]: On January 26, 2016, we received your complaint, dated January 26, 2016, filed with the Revdex.com. You expressed concern with ongoing technical issues with your Hopper receiver. Although it has been replaced several times, the technical issues continue. You requested that these issues be corrected, and a credit for two months of service. When I spoke with you by telephone today, I scheduled a free technician visit for Wednesday, January 27, 2016, between the hours of 12:00 pm and 5:00 pm MST. You were also provided two months of programming credits. 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]
Tell us why here...
Complaint: [redacted]
I am rejecting this response because:
This response is clearly a scripted written response to upon which there was no verification of the background data used. As far as attempting to reach us at the phone number listed above [redacted] NOT TRUE! At least no messages were left nor does caller id show a single missed call from DISHTV.....yet MORE lies I think yes! So once again NO I DO NOT ACCEPT THEIR RESPONSE
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/27) */
October 19, 2015
[redacted] and [redacted] and [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On October 14, 2015, we received your complaint, dated...
October 13, 2015, filed with the Revdex.com.
You said you were told there was no cost to relocate your service to a new location. You disputed the $100.00 fee and requested a refund.
I attempted to reach you at (XXX) XXX-XXXX on October 14, 16 and 19, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
I reviewed your call that took place on July 20, 2015. We found that you (Mr. [redacted]) scheduled a Move-In-Deal for the relocation of the service. During this call, our agent advised you that you will be billed $100.00 for the Move-In-Deal. This fee was applied to your bundled Frontier account.
Our records show that your service was unbundled with Frontier on August 4, 2015, and you are now being billed for TV service only through DISH Network. Because your service was unbundled with Frontier, we cannot transfer a credit.
Although no misinformation was provided, I made an exception and applied a $100.00 credit to your DISH Network account. Your refund request cannot be honored. Please contact Frontier directly regarding their billing.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Individuals that hold jobs might not have availability to speak to someone on the phone during your business hours. I received two, short, and rude voicemails and did return the call. I never received a third call after my returned call. I was the one who called to have services transferred, we had four separate dates attempted to which services were not installed. That is why services were unbundled. Upon further investigation and calling to speak with Dish and Frontier more than several times we were informed of the 100.00 charge. I find this interesting that you were able to go back and retrieve this information, however, when we called and spent approximately 5-7 hours on the phone that no one was able to provide any similar information and we were told by several representatives not to pay the bill at all. Thank you for making an "exception" and applying a credit towards our account.
Dear Ms. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. You indicated that you were not happy with my resolution and you expressed concern that we did not review your bank statements. When we spoke by phone, I advised you that our records reflect that manual payments were attempted through your online account and your receiver; however, these payments failed. As I stated, we only attempted to debit your bank account one time through the AutoPay system. As such, I’m offering you one credit of $29.00. I regret that you are not satisfied with my offer; however, with the lack of evidence, I am unable to provide you with more credits. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Dear Ms. [redacted]:
On November 25, 2015, we received your complaint, dated November 24, 2015, filed with the Revdex.com.
You disputed the denial of your damage claim and requested reimbursement for the replacement of two TVs.
When we spoke, I advised you that our Corporate Field...
Resolutions (CFR) Team investigated your claim and found no evidence that DISH Network equipment or personnel caused the damage that you alleged. As such, we are unable to provide reimbursement for this issue.
As we discussed, a copy of your denial letter is enclosed for your records.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
###-###-####
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated January 27, 2016, filed with the Revdex.com. You stated that when you disconnected your DISH Network service, you were provided a statement reflecting a zero balance owed. You have now received another bill...
indicating that you owe $123.00. You do not agreed that you owe this balance and you would like it resolved. When we spoke today, I advised you that the charge was your early termination fee. However, your signature was not electronically captured so I agreed to waive the fee and resolve the balance. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
August 25, 2016 Dear Mr. [redacted]: On August 23, 2016, we received your complaint, dated August 22, 2016, filed with the Revdex.com. You indicated that DISH Network has failed to provide you with CBS and Fox since June 12, 2016. You would like your...
commitment waived, so you can cancel your service without penalty. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. As we were unable to locate a copy of your contract on file, I made an exception and I waived your commitment and associated 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: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
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. Christina was very helpful dealing with my concerns.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 25, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 17, 2015, filed...
with the Revdex.com.
You indicated that you disconnected your DISH Network service because of technical issues. Therefore, you disputed the $440.00 early termination fee that posted to your account.
Although this account was activated under the Digital Home Advantage (DHA) 24-month agreement, because your account reveals ongoing technical issues reported, I removed the $440.00 early termination fee.
Please return the Hopper, [redacted] and remotes to avoid unreturned equipment fees. Keep the return tracking numbers for your records.
Additionally, you mentioned your dissatisfaction with the customer service you received. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
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
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 23, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that you are not being billed the rate of $65.00 that you were quoted for your second year of service. You want your account closed without penalty. When we spoke I explained that our promotion offers a one-year discount. However, we agreed to provide you with a $15.00 monthly credit for your second year of service, in order to extend the $65.00 rate. DISH Network experienced a $5.00 a month rate increase in February 2016. I agreed to add an additional $5.00 monthly credit to your account until your commitment expires. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted] [redacted] [redacted]
* [redacted]Tell us why here...
Complaint: [redacted]
I am rejecting this response because :
First the dates stated upon receiving any so called Flex account is not a valid nor a true statement. In addition, I never had nor even at this time have any inkling of what a so.called flex account.espouses nor did I agree to something I had no knowledge of.
Sincerely,
[redacted]
October 26, 2016 Dear Dr. [redacted]: On October 18, 2016, we received your complaint, dated October 14, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. When we spoke I advised...
you that your balance is due to your early termination fee, as your account was under a 24-month commitment when you disconnected it. Please note that your account was a Pay-In-Advance account. As such, any unpaid balance due after your due date will cause the account to be interrupted. We appreciate your feedback concerning your experience; however, as your 24-month commitment was not completed, we are unable to honor your request to waive your balance. 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 ###-###-####