Complaint: [redacted]
I am rejecting this response because:. Dish has continued to be unprofessional to a fellow consumer. They advertise a quality viewing experience and that is NOT what I experienced. They keep referring to services they claim I should have contacted but, this still goes against what they promise consumers when they lure us to signing contracts. Dish has falsely represented there product and I have been made the victim to their outrageous termination fee in which they took out of my checking account without my permission.
Sincerely,
Initial Business Response /* (1000, 4, 2015/11/09) */
November 5, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 28, 2015, we received your complaint, dated October 27, 2015,...
filed with the Revdex.com.
I attempted to contact you at (XXX) XXX-XXXX on October 28 and November 4 and 5, 2015, and I left three messages.
You maintain that you continue to receive bills for your internet service, but when you attempted to pay the bill online, you were unable to access the account. You called DISH Network to make the payment, but you were unable to do so. You indicated that the employees you spoke with told you your account was not active and that you were receiving the calls in error. You said you have no way to pay for the service you are receiving, and you requested that your service be cancelled without an early termination fee.
A review of your account reveals that when you cancelled your video service in July 2015, your account was unbundled to provide billing for internet service only. Because of this, you were no longer able to access your bundle account online to make a payment. However, you were provided the information on how to make a payment on the billing statement you received. Additionally, you were able to make payments with agents over the phone on August 29, 2015, and September 25, 2015.
Per your request, I cancelled your account and, while the commitment is valid, I waived the early termination fee for internet service. In addition, I backdated the billing to October 5, 2015. The final balance is $135.93. That amount will be reduced to $51.40 once the leased modem is returned.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and are we disappointed to lose you as a member of the DISH Network family.
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: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Modem and equipment was sent back on Thursday 11/12/15. I appreciate your guys' response to the issue here. Thank you again.
Complaint: [redacted]
I am rejecting this response because:The 2 customer service representatives were rude. Their refund site clearly states that I do not have to return remotes. The sales rep was intentionally rude and added the 10 return fee, i've never had to pay in the past, and said find the remotes and return them too. CONFLICTING INFORMATION From the service rep, and the rude customer service rep. I have been with the company for many times many years, and it is out of my control my new place can't have dish network. I want the 110 refunded.
Sincerely,
[redacted]
July 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On July 19, 2016, we received your complaint, dated July 17, 2016, filed with the Revdex.com. You indicated that your neighbor had a DISH Network system installed in your yard and the technician would not remove it. You requested that the satellite dish be removed. When I spoke with you by telephone today, I informed you that I require your neighbor’s account information to research your claim, so we can determine who completed the installation. I was unable to locate an account with the address you provided and I requested that you notify your neighbor to contact me with the information I need. You declined my request. As I am unable to continue to assist you without more information, I forwarded your claim for investigation. 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]
[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 balance of $10.80 that was reported to collections by DISH Network. You maintain that there was no balance due when you canceled your account. Our records show that your service was canceled on June 1, 2015. On June 5, 2015, a $10.00 box return fee was applied to your account for the shipping box that was provided for the equipment return. Billing statements showing the amount due were mailed to your home on June 5, 2015, July 5, 2015, and August 5, 2015. Enclosed are copies of the billing statements for your review. When I spoke with you by phone today, I advised you that I made an exception and reversed the fee, leaving your account with a zero balance. Your account will be updated with the collection agency to reflect “paid” within 72 hours. 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 (720) 514-7291
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Ms. [redacted]
[redacted]
Marietta, GA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed with the Better...
Business Bureau.
My attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX on April 28, 29 and 30, 2015, were unsuccessful; however, I left three messages at (XXX) XXX-XXXX.
You expressed concern with the balance on your account. You maintain that you canceled your service on March 31, 2014, when you moved. You also said that DISH Network was unable to provide service at your new residence.
Your service was activated on March 24, 2013, with a 24-month commitment. Per your promotion, you are still bound to the term commitment if you change your residence. Enclosed is a copy of the 24-month agreement for your review.
Please be advised that our records do not show that a technician attempted to install service at your new residence. When you contacted us on March 25, 2014, you declined our offer to install the service at your new residence, but accepted placing your service on DISH Pause. DISH Pause is $5.00 a month and can be used for up to nine months. DISH Pause will also extend your term commitment by the number of months that the service is paused.
DISH Pause was removed on January 2, 2015, because the allowed time frame was reached. At that time, your previous service charges were reinstated.
Your DISH Network service was canceled on April 1, 2015, when we received your letter. The balance of $362.74 on your account includes a service balance of $172.74, an early termination fee of $180.00 and a $10.00 box return fee.
I made an exception and removed the service balance of $172.74; however, the early termination and box return fees are 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-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/05/20) */
I received your letter on May 9, 2015 but haven't been able to respond by May 15 th because I don't have a computer.
I received a letter from [redacted] Dispute Resolution Specialist with Dish Network on May 8, 2015, stating that she had attempted to phone me at (XXX) XXX-XXXX; that is NOT my phone #!! She also stated that her records do not show that a technician attempted to install service at my new address in Quitman, GA, where I moved to last year. I called the Dish C/S toll # and they sent a technician to my residence. It does not concern me that she has no record of this order, and she can certainly check with the Dish office in Quitman where I picked-up a "box" but then had to return it after the technician said that he could NOT install Dish service to my house because it was more than 150 feet from the Dish pole. Therefore I had to contact another servicer for my cable/satellite service. I had not attempted to have my Dish service transferred from my Marietta, GA address to the Quitman, GA address because I thought my son had made arrangements for the service in Quitman, already.
[redacted] stated in her letter that she had removed the $ 172.74 for "service" (that I didn't have anyway). She said there remains a $ 180.00 charge for early termination fee and a $ 10.00 box return fee. I don't feel that I should have to pay the termination charge because I DID attempt to continue with the Dish service at my new address but was unable to do so because Dish could NOT provide the service to me there!!
Final Business Response /* (4000, 13, 2015/05/26) */
May 22, 2015
Ms. [redacted]
[redacted]
Marietta, GA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Revdex.com.
You expressed further concern with the balance on your account. You indicated that a technician was sent to your home and confirmed that you were unable to receive the service.
As previously advised, our records do not show that a DISH Network technician was sent in an attempt to establish service at your new residence. However, I made an exception and removed the early termination fee and box return fee from your account.
Please be advised that you are currently being charged $248.00 for unreturned equipment. Once the leased equipment is returned the fees will be removed, leaving your account at zero.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 21, 2015/08/18) */
Marietta, Ga [redacted]
July 27, 2015
[redacted], Dispute Resolution Specialist
Dish Network, L.L.C
P.O. Box [redacted]
Littleton, CO 80120
Re: [redacted]
Dear Ms. [redacted]:
I received your note on JUNE 19, 2015, dated June 8, 2015, stating that there is no local Dish drop-off location for my convenience of dropping off the Dish "box" and 2 remote controls. You stated that Dish would provide me with a box and shipping label for UPS pick-up and that I should receive the box immediately. However, as of this date, I have NOT received a shipping box. I have no use for Dish's equipment and am anxious to get it shipped to Dish ASAP.
I also want to make you aware of another problem with Dish: my son, who lives 250 miles from me, recently attempted to obtain Dish's TV service recently and was told that he had an outstanding balance on his account of about $ 260. and that he would have to pay that. He explained to the representative that that was impossible because he had NEVER had Dish's service. The representative insisted that he had and that he owed this balance. I can certainly verify that my son has NEVER had ANY service with Dish and he is surely NOT responsible or accountable for any of my problems with Dish!!
Your immediate attention to these two problems will be greatly appreciated. Thank you.
Sincerely,
[redacted]. [redacted]
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 your DISH Network bill increased from $63.00 to $103.00 per month without any notice. You said that you...
were informed when you called in of the two-year contract and the early termination fee that would apply if you cancelled your service. You requested a refund for the last two months of service and a price much closer to what you were paying or for you to be released from your contract without penalty. When we spoke, I explained how you received a promotional price for the first year of service in the form of monthly credits which have now ended, resulting in the new increased rate. A review of your sales call indicates that this information, including your 24-month agreement, was disclosed to you. As an exception, I offered you a $10.00 monthly credit for six months to help you with your bill, and you accepted. 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.
Additionally, the representative from Dish that I spoke with on this was very helpful and cordial.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On January 19, 2018, we received your correspondence, dated January 18, 2018, filed with the Revdex.com. You said that your check payment for $110.00 was cashed. You indicated that you have provided proof of the payment and the funds have not yet been applied to your DISH Network account. You expressed dissatisfaction with your customer service experience. When we spoke today, I informed you that we have no record of the documents you stated you sent in. Nevertheless, I applied the $110.00 credit to your account and reversed the late fees. You accepted this resolution. We apologize for any inconvenience you may have experienced. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 9, 2015/05/15) */
May 13, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the...
Revdex.com.
You said that you missed a payment and when you called in to set up an extension, the agent provided you with a channel package you did not like. You expressed concern over the level of customer service you received and would like your previous programming restored.
When we spoke, I explained that we can only offer a payment extension when a customer has a balance of $300.00 or less. Because your balance was higher than $300.00, the agent reduced your programming package in order to lower the balance due to set up the extension.
Our records reflect that you made a $200.00 payment and upgraded your package back to the one you had previously. In the interest of customer service, I applied a $50.00 monthly credit to your account for four months.
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]
Initial Business Response /* (1000, 5, 2015/08/24) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 13, 2015, we received your complaint, dated August 12, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on August 14, 17 and 18, 2015, have been unsuccessful and I was not given the option to leave a voice message.
You expressed concern regarding your due date changing and you requested that it be returned to its original date.
I requested that your due date be returned to its original date of the 18th of each month. Please allow one billing cycle for the change to be made.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They said they will move the due date back to the 18th. All I wanted I accept this response.
Initial Business Response /* (*000, *, 20**/0*/0*) */
April 27, 20**
Ms. [redacted]/2 *. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 23, 20**, we received your correspondence, dated April 22, 20**, filed...
with the Revdex.com.
You said your bill was to be $3*.00 a month and you disputed the higher monthly rate. You requested a refund for the over-charged amount.
A review of your account shows that you previously subscribed to the following service:
Latino Dos $3*.**
HD Platinum $*0.00
DVR service $6.00
Protection Plan $6.00 (free for ** months)
HBO and Showtime $**.00 (free for three months)
The monthly billing rate before tax and discounts is $7*.**. Because you agreed to a **-month commitment you received a $*0.00 monthly discount for *2 months, the HBO and Showtime channels free for three months and the Protection Plan free for ** months.
Our records reveal that multiple Pay-Per-View movies were ordered by remote control through your receiver. As a result the monthly bill was higher.
When you spoke with Mr. [redacted] (a DISH *etwork Dispute Resolution Specialist) today, he advised you that he made an exception and reversed the balance of $*72.6* from your DISH *etwork account. We are unable to honor your refund request. 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 *etwork, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
*020 Cherokee St.
Denver, CO 8020*
[redacted]
March 17, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 15, 16 and 17, 2016, were unsuccessful; however, I left three messages. You expressed dissatisfaction with the customer service you received while you were attempting to disconnect your service. You would like your service disconnected on March 26, 2015, and the equipment retrieved. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. Our records show that your service was scheduled for disconnection on March 31, 2016. As you requested, I changed the disconnection date to March 26, 2016. Please be assured that no service charges will be applied after this date. Your receiver (model 625) is obsolete; therefore, it does not need to be returned. As DISH Network does not require the satellite dish to be returned, we will not send a technician to remove it. 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 [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/10/28) */
October 27, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 21, 2015, we received your correspondence, dated October 20, 2015, filed with...
the Revdex.com.
You said your service was disconnected because you were experiencing problems with your credit card. However, you requested that the promotional credits be reapplied.
I attempted to reach you at (XXX) XXX-XXXX on October 21, 22 and 27, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
Your account was disconnected due to nonpayment. Since the service was disconnected, the promotional credits were forfeited.
Our records show that an exception was made and a $45.00 monthly credit was applied for six months starting October 20, 2015. I will also apply a monthly credit of $45.00 from April 2016 through July 2016. These credits fulfill the one-year promotional offer.
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]
Initial Business Response /* (1000, 5, 2015/08/10) */
August 4, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 29, 2015, we received your complaint, dated July 23, 2015, filed with the Better...
Business Bureau.
You expressed concern that you received a collection letter from Enhanced Recovery Company, LLC (ERC) for $40.52. You said that an offer was made on April 21, 2014, to settle a debt for a payment of $121.69, yet the account remained in collections for the remaining balance of $40.52.
When I spoke with you by telephone today, you provided me with copies of the settlement offer. I forwarded this information to collections and requested that this debt be removed from your credit report. Please allow six to eight week for the bureaus to be updated.
A review of your account reveals that it was sent to collections on September 2, 2013, because of an unpaid balance that carried over monthly since June 19, 2013. Because of the unpaid balance of $48.80, the service was disconnected due to non-payment on July 15, 2013, and the $192.50 early termination fee was applied to the account on July 31, 2013.
Then on August 7, 2013, $550.00 plus tax for unreturned equipment fees were applied to the account. When a payment was not made, the account was sent to collections on September 2, 2013.
The leased equipment was returned on September 19, 2013, and the unreturned equipment fees were reversed.
A payment was not received until May 9, 2014. This account was in the collections process for nearly eight months before it was settled. However, DISH Network was unaware of the offer made my ERC and since they did not remove the remaining balance, when you contacted DISH Network directly on July 23, 2015, we removed the balance and requested that the account be removed from your credit report.
There is no balance due on your DISH Network account.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (4000, 8, 2015/08/18) */
August 10, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On August 3, 2015, we received your correspondence, dated July 31, 2015, filed with...
the Revdex.com.
You stated that you have been overcharged for your DISH Network service. You requested that your early termination fee be waived so your service can be disconnected without penalty. You would also like a refund for the overpayment.
In our August 6, 2015, email correspondence, I informed you that your bill increased because your free promotional programming offer ended and you failed to remove the programming. As a result, you were billed for the services. I am unable to waive your early termination fee as you requested; however, I have applied a credit to your account for the programming. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(720) 514-7249
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
Final Consumer Response /* (4200, 6, 2015/08/11) */
I just found out that this company has changed my payment due date from the 22nd of each month to the 6th of each month. I just paid $98.39 on July 29th. Now , I'm required to pay AGAIN on 08/06 ?! I spoke to 3 people today 08/04 , 2 would not change my payment due date to where it has been for the last year , the last one said it would go back to what it was ( operator Ashley , ID # [redacted]). I was assured by this person that no money would be taken out from my account on 08/06. When I asked that this promise be put in writing and mailed to or emailed to me, Ashley said that there was no way for her company to do so.
February 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear [redacted]: On February 1, 2017, we received your rebuttal, dated February 13, 2017, filed with the Revdex.com. You continue to request that we release you from the 24-month agreement. You maintain that the technician issues have continued after the technician visit which was completed on January 19, 2017. You also indicated that your nephew is no longer being deployed. Our records do not reveal any ongoing technical issues were reported. There are no reports of troubleshooting and as previously advised, the only time we show that technical issues are mentioned was during calls made to request that your service be disconnected. There were no technical issues reported following the January 19, 2017, technician visit. As we are unable to verify any ongoing technical issues, the commitment remains valid. Nevertheless, I will reduce the early termination fee by half. Please if you contact me at the phone number provided below to accept my offer. We will only release the customer from their contract if the account holder and/or his or her spouse is being deployed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT[redacted] cc: [redacted]
[redacted]
[redacted] [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.
-----Original Message----- From: [redacted] Sent: Tuesday, March 15, 2016 2:17 PM To: Revdex.com Info Subject: Re: You have a New Message from Revdex.com Denver and Boulder, Colorado Complaint #[redacted] Dish called me today and said they were sorry for the misunderstanding and said by tomorrow the $51 charge should be removed Thanks for the help getting them responding. I had attempted several times.
Sincerely,
[redacted]
April 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 15, 2016, we received your correspondence, dated April 14, 2016, filed with the Revdex.com. You stated that you recently added a Joey receiver to your DISH Network account. You indicated that you were not informed that this equipment addition would require a new contract on your account. You would like to return the equipment and requested that your previous contract be restored. When we spoke on April 15, 2016, I advised you that I reviewed your recorded call, which confirmed the commitment was disclosed. However, as a courtesy, I offered to waive the commitment and reactivate the Joey receiver. 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]
July 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On July 8, 2016, we received your correspondence, dated July 5, 2016, filed with the Revdex.com. You said that when you added a receiver to your account, you were not informed of the term commitment. You also disputed the signature on the agreement. You participated in the DISH’n It Up equipment upgrade on June 23, 2016, with a 24-month commitment. The agreement was signed during the installation. Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. When we spoke on July 12, 2016, I informed you that I made an exception and removed the $240.00 early termination fee from your account. 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: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Complaint: [redacted]
I am rejecting this response because:. Dish has continued to be unprofessional to a fellow consumer. They advertise a quality viewing experience and that is NOT what I experienced. They keep referring to services they claim I should have contacted but, this still goes against what they promise consumers when they lure us to signing contracts. Dish has falsely represented there product and I have been made the victim to their outrageous termination fee in which they took out of my checking account without my permission.
Sincerely,
Initial Business Response /* (1000, 4, 2015/11/09) */
November 5, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 28, 2015, we received your complaint, dated October 27, 2015,...
filed with the Revdex.com.
I attempted to contact you at (XXX) XXX-XXXX on October 28 and November 4 and 5, 2015, and I left three messages.
You maintain that you continue to receive bills for your internet service, but when you attempted to pay the bill online, you were unable to access the account. You called DISH Network to make the payment, but you were unable to do so. You indicated that the employees you spoke with told you your account was not active and that you were receiving the calls in error. You said you have no way to pay for the service you are receiving, and you requested that your service be cancelled without an early termination fee.
A review of your account reveals that when you cancelled your video service in July 2015, your account was unbundled to provide billing for internet service only. Because of this, you were no longer able to access your bundle account online to make a payment. However, you were provided the information on how to make a payment on the billing statement you received. Additionally, you were able to make payments with agents over the phone on August 29, 2015, and September 25, 2015.
Per your request, I cancelled your account and, while the commitment is valid, I waived the early termination fee for internet service. In addition, I backdated the billing to October 5, 2015. The final balance is $135.93. That amount will be reduced to $51.40 once the leased modem is returned.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and are we disappointed to lose you as a member of the DISH Network family.
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: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Modem and equipment was sent back on Thursday 11/12/15. I appreciate your guys' response to the issue here. Thank you again.
Complaint: [redacted]
I am rejecting this response because:The 2 customer service representatives were rude. Their refund site clearly states that I do not have to return remotes. The sales rep was intentionally rude and added the 10 return fee, i've never had to pay in the past, and said find the remotes and return them too. CONFLICTING INFORMATION From the service rep, and the rude customer service rep. I have been with the company for many times many years, and it is out of my control my new place can't have dish network. I want the 110 refunded.
Sincerely,
[redacted]
July 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On July 19, 2016, we received your complaint, dated July 17, 2016, filed with the Revdex.com. You indicated that your neighbor had a DISH Network system installed in your yard and the technician would not remove it. You requested that the satellite dish be removed. When I spoke with you by telephone today, I informed you that I require your neighbor’s account information to research your claim, so we can determine who completed the installation. I was unable to locate an account with the address you provided and I requested that you notify your neighbor to contact me with the information I need. You declined my request. As I am unable to continue to assist you without more information, I forwarded your claim for investigation. 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]
April 13, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [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 balance of $10.80 that was reported to collections by DISH Network. You maintain that there was no balance due when you canceled your account. Our records show that your service was canceled on June 1, 2015. On June 5, 2015, a $10.00 box return fee was applied to your account for the shipping box that was provided for the equipment return. Billing statements showing the amount due were mailed to your home on June 5, 2015, July 5, 2015, and August 5, 2015. Enclosed are copies of the billing statements for your review. When I spoke with you by phone today, I advised you that I made an exception and reversed the fee, leaving your account with a zero balance. Your account will be updated with the collection agency to reflect “paid” within 72 hours. 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 (720) 514-7291
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Ms. [redacted]
[redacted]
Marietta, GA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed with the Better...
Business Bureau.
My attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX on April 28, 29 and 30, 2015, were unsuccessful; however, I left three messages at (XXX) XXX-XXXX.
You expressed concern with the balance on your account. You maintain that you canceled your service on March 31, 2014, when you moved. You also said that DISH Network was unable to provide service at your new residence.
Your service was activated on March 24, 2013, with a 24-month commitment. Per your promotion, you are still bound to the term commitment if you change your residence. Enclosed is a copy of the 24-month agreement for your review.
Please be advised that our records do not show that a technician attempted to install service at your new residence. When you contacted us on March 25, 2014, you declined our offer to install the service at your new residence, but accepted placing your service on DISH Pause. DISH Pause is $5.00 a month and can be used for up to nine months. DISH Pause will also extend your term commitment by the number of months that the service is paused.
DISH Pause was removed on January 2, 2015, because the allowed time frame was reached. At that time, your previous service charges were reinstated.
Your DISH Network service was canceled on April 1, 2015, when we received your letter. The balance of $362.74 on your account includes a service balance of $172.74, an early termination fee of $180.00 and a $10.00 box return fee.
I made an exception and removed the service balance of $172.74; however, the early termination and box return fees are 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-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/05/20) */
I received your letter on May 9, 2015 but haven't been able to respond by May 15 th because I don't have a computer.
I received a letter from [redacted] Dispute Resolution Specialist with Dish Network on May 8, 2015, stating that she had attempted to phone me at (XXX) XXX-XXXX; that is NOT my phone #!! She also stated that her records do not show that a technician attempted to install service at my new address in Quitman, GA, where I moved to last year. I called the Dish C/S toll # and they sent a technician to my residence. It does not concern me that she has no record of this order, and she can certainly check with the Dish office in Quitman where I picked-up a "box" but then had to return it after the technician said that he could NOT install Dish service to my house because it was more than 150 feet from the Dish pole. Therefore I had to contact another servicer for my cable/satellite service. I had not attempted to have my Dish service transferred from my Marietta, GA address to the Quitman, GA address because I thought my son had made arrangements for the service in Quitman, already.
[redacted] stated in her letter that she had removed the $ 172.74 for "service" (that I didn't have anyway). She said there remains a $ 180.00 charge for early termination fee and a $ 10.00 box return fee. I don't feel that I should have to pay the termination charge because I DID attempt to continue with the Dish service at my new address but was unable to do so because Dish could NOT provide the service to me there!!
Final Business Response /* (4000, 13, 2015/05/26) */
May 22, 2015
Ms. [redacted]
[redacted]
Marietta, GA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Revdex.com.
You expressed further concern with the balance on your account. You indicated that a technician was sent to your home and confirmed that you were unable to receive the service.
As previously advised, our records do not show that a DISH Network technician was sent in an attempt to establish service at your new residence. However, I made an exception and removed the early termination fee and box return fee from your account.
Please be advised that you are currently being charged $248.00 for unreturned equipment. Once the leased equipment is returned the fees will be removed, leaving your account at zero.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 21, 2015/08/18) */
Marietta, Ga [redacted]
July 27, 2015
[redacted], Dispute Resolution Specialist
Dish Network, L.L.C
P.O. Box [redacted]
Littleton, CO 80120
Re: [redacted]
Dear Ms. [redacted]:
I received your note on JUNE 19, 2015, dated June 8, 2015, stating that there is no local Dish drop-off location for my convenience of dropping off the Dish "box" and 2 remote controls. You stated that Dish would provide me with a box and shipping label for UPS pick-up and that I should receive the box immediately. However, as of this date, I have NOT received a shipping box. I have no use for Dish's equipment and am anxious to get it shipped to Dish ASAP.
I also want to make you aware of another problem with Dish: my son, who lives 250 miles from me, recently attempted to obtain Dish's TV service recently and was told that he had an outstanding balance on his account of about $ 260. and that he would have to pay that. He explained to the representative that that was impossible because he had NEVER had Dish's service. The representative insisted that he had and that he owed this balance. I can certainly verify that my son has NEVER had ANY service with Dish and he is surely NOT responsible or accountable for any of my problems with Dish!!
Your immediate attention to these two problems will be greatly appreciated. Thank you.
Sincerely,
[redacted]. [redacted]
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 your DISH Network bill increased from $63.00 to $103.00 per month without any notice. You said that you...
were informed when you called in of the two-year contract and the early termination fee that would apply if you cancelled your service. You requested a refund for the last two months of service and a price much closer to what you were paying or for you to be released from your contract without penalty. When we spoke, I explained how you received a promotional price for the first year of service in the form of monthly credits which have now ended, resulting in the new increased rate. A review of your sales call indicates that this information, including your 24-month agreement, was disclosed to you. As an exception, I offered you a $10.00 monthly credit for six months to help you with your bill, and you accepted. 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.
Additionally, the representative from Dish that I spoke with on this was very helpful and cordial.
Sincerely,
[redacted]
[redacted]
*
*
*
[redacted]
*
[redacted] [redacted]
...
[redacted] Dear Ms. [redacted]: On January 19, 2018, we received your correspondence, dated January 18, 2018, filed with the Revdex.com. You said that your check payment for $110.00 was cashed. You indicated that you have provided proof of the payment and the funds have not yet been applied to your DISH Network account. You expressed dissatisfaction with your customer service experience. When we spoke today, I informed you that we have no record of the documents you stated you sent in. Nevertheless, I applied the $110.00 credit to your account and reversed the late fees. You accepted this resolution. We apologize for any inconvenience you may have experienced. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 9, 2015/05/15) */
May 13, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the...
Revdex.com.
You said that you missed a payment and when you called in to set up an extension, the agent provided you with a channel package you did not like. You expressed concern over the level of customer service you received and would like your previous programming restored.
When we spoke, I explained that we can only offer a payment extension when a customer has a balance of $300.00 or less. Because your balance was higher than $300.00, the agent reduced your programming package in order to lower the balance due to set up the extension.
Our records reflect that you made a $200.00 payment and upgraded your package back to the one you had previously. In the interest of customer service, I applied a $50.00 monthly credit to your account for four months.
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]
Initial Business Response /* (1000, 5, 2015/08/24) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 13, 2015, we received your complaint, dated August 12, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on August 14, 17 and 18, 2015, have been unsuccessful and I was not given the option to leave a voice message.
You expressed concern regarding your due date changing and you requested that it be returned to its original date.
I requested that your due date be returned to its original date of the 18th of each month. Please allow one billing cycle for the change to be made.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They said they will move the due date back to the 18th. All I wanted I accept this response.
Initial Business Response /* (*000, *, 20**/0*/0*) */
April 27, 20**
Ms. [redacted]/2 *. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 23, 20**, we received your correspondence, dated April 22, 20**, filed...
with the Revdex.com.
You said your bill was to be $3*.00 a month and you disputed the higher monthly rate. You requested a refund for the over-charged amount.
A review of your account shows that you previously subscribed to the following service:
Latino Dos $3*.**
HD Platinum $*0.00
DVR service $6.00
Protection Plan $6.00 (free for ** months)
HBO and Showtime $**.00 (free for three months)
The monthly billing rate before tax and discounts is $7*.**. Because you agreed to a **-month commitment you received a $*0.00 monthly discount for *2 months, the HBO and Showtime channels free for three months and the Protection Plan free for ** months.
Our records reveal that multiple Pay-Per-View movies were ordered by remote control through your receiver. As a result the monthly bill was higher.
When you spoke with Mr. [redacted] (a DISH *etwork Dispute Resolution Specialist) today, he advised you that he made an exception and reversed the balance of $*72.6* from your DISH *etwork account. We are unable to honor your refund request. 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 *etwork, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
*020 Cherokee St.
Denver, CO 8020*
[redacted]
March 17, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 15, 16 and 17, 2016, were unsuccessful; however, I left three messages. You expressed dissatisfaction with the customer service you received while you were attempting to disconnect your service. You would like your service disconnected on March 26, 2015, and the equipment retrieved. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. Our records show that your service was scheduled for disconnection on March 31, 2016. As you requested, I changed the disconnection date to March 26, 2016. Please be assured that no service charges will be applied after this date. Your receiver (model 625) is obsolete; therefore, it does not need to be returned. As DISH Network does not require the satellite dish to be returned, we will not send a technician to remove it. 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 [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/10/28) */
October 27, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 21, 2015, we received your correspondence, dated October 20, 2015, filed with...
the Revdex.com.
You said your service was disconnected because you were experiencing problems with your credit card. However, you requested that the promotional credits be reapplied.
I attempted to reach you at (XXX) XXX-XXXX on October 21, 22 and 27, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
Your account was disconnected due to nonpayment. Since the service was disconnected, the promotional credits were forfeited.
Our records show that an exception was made and a $45.00 monthly credit was applied for six months starting October 20, 2015. I will also apply a monthly credit of $45.00 from April 2016 through July 2016. These credits fulfill the one-year promotional offer.
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]
Initial Business Response /* (1000, 5, 2015/08/10) */
August 4, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 29, 2015, we received your complaint, dated July 23, 2015, filed with the Better...
Business Bureau.
You expressed concern that you received a collection letter from Enhanced Recovery Company, LLC (ERC) for $40.52. You said that an offer was made on April 21, 2014, to settle a debt for a payment of $121.69, yet the account remained in collections for the remaining balance of $40.52.
When I spoke with you by telephone today, you provided me with copies of the settlement offer. I forwarded this information to collections and requested that this debt be removed from your credit report. Please allow six to eight week for the bureaus to be updated.
A review of your account reveals that it was sent to collections on September 2, 2013, because of an unpaid balance that carried over monthly since June 19, 2013. Because of the unpaid balance of $48.80, the service was disconnected due to non-payment on July 15, 2013, and the $192.50 early termination fee was applied to the account on July 31, 2013.
Then on August 7, 2013, $550.00 plus tax for unreturned equipment fees were applied to the account. When a payment was not made, the account was sent to collections on September 2, 2013.
The leased equipment was returned on September 19, 2013, and the unreturned equipment fees were reversed.
A payment was not received until May 9, 2014. This account was in the collections process for nearly eight months before it was settled. However, DISH Network was unaware of the offer made my ERC and since they did not remove the remaining balance, when you contacted DISH Network directly on July 23, 2015, we removed the balance and requested that the account be removed from your credit report.
There is no balance due on your DISH Network account.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (4000, 8, 2015/08/18) */
August 10, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On August 3, 2015, we received your correspondence, dated July 31, 2015, filed with...
the Revdex.com.
You stated that you have been overcharged for your DISH Network service. You requested that your early termination fee be waived so your service can be disconnected without penalty. You would also like a refund for the overpayment.
In our August 6, 2015, email correspondence, I informed you that your bill increased because your free promotional programming offer ended and you failed to remove the programming. As a result, you were billed for the services. I am unable to waive your early termination fee as you requested; however, I have applied a credit to your account for the programming. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(720) 514-7249
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
Final Consumer Response /* (4200, 6, 2015/08/11) */
I just found out that this company has changed my payment due date from the 22nd of each month to the 6th of each month. I just paid $98.39 on July 29th. Now , I'm required to pay AGAIN on 08/06 ?! I spoke to 3 people today 08/04 , 2 would not change my payment due date to where it has been for the last year , the last one said it would go back to what it was ( operator Ashley , ID # [redacted]). I was assured by this person that no money would be taken out from my account on 08/06. When I asked that this promise be put in writing and mailed to or emailed to me, Ashley said that there was no way for her company to do so.
February 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear [redacted]: On February 1, 2017, we received your rebuttal, dated February 13, 2017, filed with the Revdex.com. You continue to request that we release you from the 24-month agreement. You maintain that the technician issues have continued after the technician visit which was completed on January 19, 2017. You also indicated that your nephew is no longer being deployed. Our records do not reveal any ongoing technical issues were reported. There are no reports of troubleshooting and as previously advised, the only time we show that technical issues are mentioned was during calls made to request that your service be disconnected. There were no technical issues reported following the January 19, 2017, technician visit. As we are unable to verify any ongoing technical issues, the commitment remains valid. Nevertheless, I will reduce the early termination fee by half. Please if you contact me at the phone number provided below to accept my offer. We will only release the customer from their contract if the account holder and/or his or her spouse is being deployed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT[redacted] cc: [redacted]
[redacted]
[redacted] [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.
-----Original Message----- From: [redacted] Sent: Tuesday, March 15, 2016 2:17 PM To: Revdex.com Info Subject: Re: You have a New Message from Revdex.com Denver and Boulder, Colorado Complaint #[redacted] Dish called me today and said they were sorry for the misunderstanding and said by tomorrow the $51 charge should be removed Thanks for the help getting them responding. I had attempted several times.
Sincerely,
[redacted]
April 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 15, 2016, we received your correspondence, dated April 14, 2016, filed with the Revdex.com. You stated that you recently added a Joey receiver to your DISH Network account. You indicated that you were not informed that this equipment addition would require a new contract on your account. You would like to return the equipment and requested that your previous contract be restored. When we spoke on April 15, 2016, I advised you that I reviewed your recorded call, which confirmed the commitment was disclosed. However, as a courtesy, I offered to waive the commitment and reactivate the Joey receiver. 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]
July 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On July 8, 2016, we received your correspondence, dated July 5, 2016, filed with the Revdex.com. You said that when you added a receiver to your account, you were not informed of the term commitment. You also disputed the signature on the agreement. You participated in the DISH’n It Up equipment upgrade on June 23, 2016, with a 24-month commitment. The agreement was signed during the installation. Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. When we spoke on July 12, 2016, I informed you that I made an exception and removed the $240.00 early termination fee from your account. 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: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]