August 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 2, 2016, we received your correspondence, dated July 30, 2016, filed with the Revdex.com. You said you were offered the DISH’n It Up equipment upgrade without a term commitment. When we spoke today, I informed you that the early termination fee was waived. You may cancel your service at any time without penalty. You advised me that the technical issues you experienced have been corrected and you have chosen to restart your service. 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 [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
Dear Ms. [redacted]: On April 6, 2016, we received your complaint, dated April 4, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 4, 8 and 11, 2016, were unsuccessful; however, I left three messages. You expressed concern with the debit of $100.00 that was applied to your credit card account. You maintain that the debit was unauthorized and you notified DISH Network that you would manually pay the balance on your account. You were enrolled in a 24-month commitment on January 4, 2015, when your equipment was upgraded through our DISH’n It Up promotion. Your service was disconnected on February 14, 2016, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $100.00 was applied to your account. You were also charged two $10.00 box return fees and service charges, leaving a total balance of $152.89. Although we received two $10.00 payments (on March 21, 2016, and April 1, 2016), your promotional agreement discloses that your credit card account may automatically be debited for any early termination, unreturned equipment and/or shipping fees. As a result, a debit of $100.00 was applied to your credit card account on April 4, 2016. Enclosed is a copy of your agreement for your review. The debit is valid; therefore, we are unable to bill you for the early termination fee as you requested. 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] Enclosure
December 13, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2017, we received your complaint, dated December 4, 2017, filed with the Revdex.com. You expressed concern with the unreturned equipment fees that were applied to your account and the reporting of the balance to collections. You maintain that you were charged for a third receiver that was never installed. You requested that the balance be removed. Our records show that your service was disconnected for non-payment on March 31, 2016. At that time, your account was left with an unpaid service balance of $131.29. Since this balance was not paid, it was reported to collections on May 12, 2016. On June 4, 2016, you were charged unreturned equipment fees totaling $248.00. This amount includes $199.00 for an unreturned receiver (model 722) and $49.00 for an LNBF (eyepiece on the satellite dish). Our records confirm that you previously notified us that you did not have a third receiver installed and account credits were applied to your account for this issue at that time. When I spoke with you by phone on December 6, 2017, I advised you that I made an exception and removed the service balance from your account. I also reversed the LNBF fee. You agreed to return the receiver; therefore, I requested a box to be shipped to your home and I applied a temporary credit to your account for the receiver, which will be removed once it is returned. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/19) */
May 12, 2015
Mr. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the...
Revdex.com.
You maintain that you never had internet installed by DISH Network and when you had your phone service switched back to TCI, you were charged an early termination fee. You requested that the early termination fee be waived.
A review of your account reveals that the phone and internet service were activated on March 30, 2015, and were disconnected on April 13, 2015, when you switched your service back to TCI. Further investigation reveals that neither service was used during this time. For this reason, I waived the early termination fee and service charges from your account. When the leased modem is returned, you will have a zero balance.
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 member of the DISH Network family.
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: 7:00 am-3:30 pm MST, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Dear Mr. [redacted]: On February 4, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges. You maintain you were told that your monthly rate would be locked in for two years. You also stated...
that you were told Credit Card AutoPay was required. Your service was activated on February 5, 2015, with a 24-month commitment through I Dish (###-###-####), an independent company. Please note that DISH Network reserves the right to change prices at any time. Your promotion included a discount of $45.00 for the first 12 months. You began to be billed the regular monthly rate of $108.99 plus tax on February 5, 2016. Please be advised that this monthly rate included a $5.00 price increase that we experienced on January 14, 2016. Additionally, the monthly rate did not include the movie channels (HBO and Starz) that you subscribed to. On January 30, 2016, you changed your programming to the America’s Top 200 package. You were also provided with Encore at half price for six months. This made your monthly rate $101.99 plus tax. When I spoke with you by phone today, I advised you that we are unable to extend the $45.00 monthly discount for the second year of service. As a result, I waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. You also mentioned that your initial installation was not completed properly and the Hopper and On Demand features were not explained accurately. We appreciate that you brought these issues to our attention so that we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
[redacted]: On March 17, 2016, we received your complaint, dated March 16, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 17, 24 and 25, 2016, and I left three messages. You indicated that you received an advertisement from [redacted] offering the America’s Top 120 Plus with no DVR fees, yet you are billed for the DVR service fee. The offer that you are referring to is the 2-Year Price Lock promotion, which expired on January 14, 2016. You contacted us to initiate your service on January 20, 2016. The sales call recording from that day reveals that when you mentioned the offer, the sales representative informed you that our promotions had changed, and you were offered the new 3-Year Price Guarantee promotion. You are being billed correctly. You subscribed to the following monthly service: · America’s Top 120 Plus $49.99 (regular price $69.99) · Super Joey receiver $10.00 · DVR service fee $15.00 $74.99 plus tax You were enrolled with the [redacted] $100.00 gift card. We apologize for the confusion. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On March 25, 2016, we received your rebuttal, dated March 24, 2016, filed with the Revdex.com. In your rebuttal, you continue to dispute the $82.71 balance owed on your disconnected DISH Network account. You claim that you were promised four $75.00 credits for time that you were without service and you only received two of them, and that the $150.00 credit less the $82.71 balance would result in a refund owed to you of $67.09. As I previously advised you, you were only offered two $75.00 credits--not four--to compensate for your time without service. Again, these credits posted to your account in August and September 2015. I have enclosed a copy of your bill. All other credits you were offered were posted to your account. You made a payment of $82.91 in July 2015, but you later disputed it with your bank. While we regret that you do not agree, this payment was owed to DISH Network. The balance of $82.71 is valid and no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Initial Business Response /* (1000, 10, 2015/06/29) */
June 25, 2015
Mr. and Mrs. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 19, 2015, we received your complaint, dated June...
18, 2015, filed with the Revdex.com. My attempts to reach you by phone on June 19, 22 and 25, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you closed your account due to technical issues. You expressed concern about being charged a fee to ship your leased equipment back to DISH Network and you said that you were not informed that your account was sent to a collection agency. You requested that the debt be removed from your credit bureau file, and to have the return shipping fees waived.
A review of your account reveals that you contacted us on November 27, 2013, and reported a technical issue. We sent a technician to your home on November 28, 2013, and he was able to resolve your issue. He repointed your satellite dish, which may be required if severe weather knocks it out of alignment.
Our records reflect that your account was sent to our collection agency on August 3, 2014, due to nonpayment. At that point, Convergent Outsourcing Inc (X-XXX-XXX-XXXX) contacted you regarding the debt.
I have met your request to waive the Box Return fees of $17.00. Your new balance due is $200.10. However, I am unable to remove the debt from your credit bureau file until it has been paid in full. Once you have paid the balance due, contact me directly so that I can start the process of getting the debt removed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no reason the bill should of been sent to collections. I've been making payments monthly to every other month. I told them I was on disability and would send money monthly to every other month. It should be in their phone records (maybe)I don't trust anything they say or due to the many conversations we have had. How can you turn someone in when their making payments. Taking it off after paying in full will show paid in full. It will still show being sent to collection.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 16, 2015/07/07) */
July 6, 2015
Mr. [redacted]
8596 State Route 415
Campbell, NY XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your rebuttal, dated June 30, 2015, filed with the Revdex.com.
You said that you have been making payments towards your balance and that we should have not reported the debt to the credit bureaus. You requested that the debt be removed from your credit report.
Although you have been making payments towards your balance, our policy is to report your account to our collection agency after it has gone unpaid for more than 45 days. I'm unable to meet your request to remove the debt from collection at this time. As I stated in my previous correspondence, contact me once the debt has been paid in full so I can start the process of having it removed from your credit report.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I returned calls to a female rep who called me and she did not return my calls. I have been a dish customer in the past AND a dish installer in the past. I went through troubleshooting twice with dish already. I am not dealing with this anymore. A customer should not have to go through all of this heartache to have equipment replaced. It is very common to install brand new equipment and have it malfunction. The fact that I go through troubleshooting twice with Dish and they still say I need to go through it again is simply unacceptable. I sincerely regret using dish again, if I had known customer service has gotten this bad I would not have signed up. I am deeply saddened and would not recommend dish to friends due to poor customer service. Exchanging my equipment is warranted, this issue continues to happen daily with my equipment and I have to push reset on the receiver for it to work again. I am deeply disappointed at having to jump through hoops to get the quality service I pay for.
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
On 11/17/15 when ordering DISH from National Satellite Systems, had we been told of those circumstances by the third party sales agent - National Satellite Systems, we would have NEVER considered DISH as an option for our TV viewing. Our whole attempt to change companies solely was for financial purposes so to keep our original "local" stations from Manhattan we would have changed our plan with Directv. The problem with resolving this is getting to listen to our recorded phone conversations with National Satellite Systems which DISH says they cannot provide however, claiming that there was no indication in our conversation about the channels we requested. We keep getting bounced back and forth between DISH and the "third party" National Satellite Systems, who installed our equipment. It is a stalling tactic, I believe, and so for our satisfaction to be met, we NEED to listen to our phone conversations, the reason they are recorded in the first place. Since we are in a DISH contract, and our billing is from DISH, and our money gets paid to them, we feel it is their responsibility to provide us with those recordings so we can hear for ourselves OUR original conversations. I would trust their word after putting us through all this aggravation of a dispute WHY?! The only resolution to this is for DISH to let us hear for ourselves the sales conversation. A simple logical request and if they have nothing to hide - which I doubt is the case - then we will be able to listen to those phone conversations. There are a few because my husband and I spoke to "Matthew" who actually completed the sale. We have been unable to contact "Matthew" even though we have called the number and extension given at the time of sale. Also in attempts to communicate with them by mail, no address can be found for this "third party". We have had 3 different technicians come out, one in an attempt to supply us with the local channels they say are unavailable yet they ship us out an inside antenna " OTA USB adapter" and we attempt ourselves, along with a phone conversation with instructions from a representative and finally by sending a technician for the same purpose. All unsuccessful and as a matter of fact, the technician actually went to the internet, pulled up a site and entered our zip code to reveal our area with DISH was not accessible to "Manhattan" local channels. This should have been part of the process when we were ordering DISH in specifying which local channels we requested.
When we signed our "contract" we were could not read the whole contract as the only part of the contract visible on a small tablet, approximately measuring 4 x 6, was our signature. So in until we get to hear those actual conversations and are let out of our contract because of the content, there is no resolution! DISH claims they cannot provide those conversations because National Satellite System recorded them; DISH is in contract with National Satellite Systems to sell their product and since National Satellite System readily and conveniently, for their sake, shuffle us back to DISH for the same request, it can only signal a stalling tactic for me. No satisfaction with conclusion to this very avoidable annoyance and deception will be met until the actual phone conversations are heard and I am released from the contract!
Complaint Response Date bumped because: Data Base Migration
Initial Business Response /* (1000, 5, 2015/05/15) */
May 7, 2015
Mr. [redacted]
[redacted]r., Apt. *
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
*ear Mr. [redacted]:
On May 4, 2015, we received your complaint, dated May 1, 2015,...
filed with the Revdex.com.
You expressed concern that an automatic payment of $262.13 was debited from your bank account after you had made a partial payment of $130.00. These payments were for the $260.00 early termination fee and you maintain you had requested that your bank account be removed from the Electronic Funds Transfer (EFT) option.
In order to prevent an EFT from automatically debiting your bank account on the due date, a one-time payment may be made or EFT must be removed at least seven days prior to the billing due date. When I spoke with you by telephone today, I informed you that when you made the $130.00 payment online on April 28, 2015, it was not enough in advance to prevent the scheduled EFT on April 30, 2015.
Additionally, when an account is enrolled in EFT, the amount due will be collected. Since the $130.00 payment was not for the full amount due, EFT would have collected the remaining balance anyway.
On April 15, 2015, you called to disconnect your service. A review of that call recording reveals that you were informed of the $260.00 early termination fee but there was no mention of your EFT enrollment.
*uring the call on May 1, 2015, you stated that the EFT should have been removed but the agent informed you that your account was still enrolled in EFT and offered to remove it. Also during that call, the agent removed the $260.00 early termination fee and agreed to issue a refund for the $262.13. He informed you that it would take 23 days to process a refund.
Please note that we allow up to ten business days for a check payment's funds to clear the bank before a refund can be issued. The refund of $262.13 was submitted on May 1, 2015; please allow 19-23 days for processing. We regret that you do not agree with this process. However, your refund of $262.13 was processed on May 7, 2015.
*uring our conversation, you mentioned that there are two $130.00 debits appearing on your bank statement. I explained that we only show one $130.00 payment that posted to your account on April 29, 2015. I requested a copy of your bank statement so that I could further research your claim.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
*ispute Resolution Specialist
Executive Escalations Team
*ISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm M*T
([redacted]) [redacted]
Enclosure
cc: *enver / Boulder Revdex.com
1020 Cherokee St.
*enver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/08/24) */
August 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 11, 2015, we received your correspondence, dated August 10, 2015, filed with the...
Revdex.com.
You expressed dissatisfaction with the customer service you received, as your installation date was rescheduled. You also provided feedback regarding your experience.
Per your request, your account was canceled and a refund of $231.92 was applied to your credit card account ending in 5932 on August 11, 2015.
When we spoke on August 13, 2015, I apologized for the customer service you received. Your concerns will be addressed internally with the appropriate personnel.
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 (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]
[redacted] Dear Ms. [redacted]: On March 12, 2018, we received your correspondence, dated February 12, 2018, filed with the Revdex.com. You said you are experiencing technical issues with [redacted] and you requested that this matter be resolved. You also provided feedback regarding your customer service experience. Please note that while we do offer the [redacted] application, we do not provide the streaming service. When we spoke on March 21, 2018, I scheduled a free DISH’n It Up equipment upgrade for the Hopper 3 receiver with no term commitment for March 22, 2018, between noon and 5 pm. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 5, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 1, 2016, we received your complaint, dated March 31, 2016, filed with the Revdex.com. My attempts to reach you by phone on April 1, 4 and 5, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that when you agreed to the Hopper receiver upgrade, you were told that there would be no contract involved. You were informed later that you would be charged an early termination fee if you disconnect your account. You requested that your early termination fee be waived. Unfortunately, we are unable to confirm what you were told when you agreed to the Hopper receiver upgrade. Nevertheless, in the interest of customer service, I will ensure that your early termination fee is waived. 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: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted]
[redacted] Dear Ms. [redacted]: On January 25, 2017, we received your complaint, dated December 5, 2016, filed with the Revdex.com. You said that you have been experiencing issues with your DVR service and your internet. You ask that we correct the issues or release you from your contract. When we spoke, I informed you that the technician visit that took place on January 11, 2017, confirmed no issues were found with your equipment and that the problem may be electrical. I offered to release you from your contractual agreements for TV and internet service, which you accepted. You told me that you will call back once you are ready to disconnect your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You said that you ordered satellite TV and internet services which were not installed. You also expressed concern with the customer service you received. Your service was established through Infinity Sales Group, an independent retailer. The sales order also shows only the satellite TV was requested to be installed. When we spoke today, I advised you that your account was not activated and no early termination fee was applied. We regret any inconvenience you may have experienced. Your feedback and concerns will be addressed internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/11/03) */
November 2, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 28, 2015, we received your complaint, dated October 27, 2015,...
filed with the Revdex.com.
You said that you were offered a $50.00 gift card when you placed your order for our service, but you have not received it. You requested that we honor the offer and provide you with a $50.00 gift card.
When we spoke I informed you that you placed your order for our service through I Dish.com LLC (XXX-XXX-XXXX). I sent your complaint to them and I asked that they call you directly.
We are unable to honor a promotion that is not a direct DISH Network offer. I advised you to contact me should you not hear from I Dish.com.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contracted by Dish and they played the blame game and said it wasn't me it was the other guy. The other company leaves me a voice mail and say to call them. I can't get that person n the line.
Direct TV hasn't honored anything. If I knew this company was so very poor about honoring the promises that they made I would not have signed up for the 2 year promotion. Consumer beware of this company!!!
Final Business Response /* (4000, 9, 2015/11/11) */
November 5, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 5, 2015, we received your rebuttal, dated November 4, 2015, filed with the Revdex.com.
You said that you received a call from I Dish.com, but you have not heard back from them.
When we spoke, I advised you that I am unable to honor a promotion that is not from DISH Network; however, I offered you a $50.00 account credit, which you accepted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
March 28, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You stated that you were provided incorrect information during your sale. When we spoke, I advised that a review of your sales chat revealed a level of confusion concerning your request and DISH Network policy. As such, I waived your early termination fee and backdated the disconnection of your account to March 1, 2016. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Dear Ms. [redacted]: On May 10, 2016, we received your complaint, dated May 9, 2016, filed with the Revdex.com. You expressed concern that you were billed for 18 Pay-Per-Views (PPVs). You indicated that although you were provided the dates that they were purchased, we did not provide you with the time of the purchases. Therefore, you said that you would not pay for them. When I spoke with you by telephone today, I reiterated that the PPVs were ordered via your remote and the possibility of any interference with the purchase from somewhere else is very unlikely. Our system only shows the date of purchase and not the actual time. As an exception, I waived half of your $218.07 account balance. The remaining amount due is $109.04. 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 through Friday 7:00 am to 3:30 pm MDT
[redacted] Dear Mr. [redacted]: On August 25, 2017, we received your complaint, dated August 24, 2017, filed with the Revdex.com. You said that your account was not disconnected when you requested, resulting in charges for services you didn’t receive. You asked that we waive any balances due, close your account, and refund [redacted] for any charges they paid. When we communicated through email, I told you that we will meet your request and provide you with a refund of $434.35. We are unable to transfer any funds or send a credit to [redacted] due to your DISH Network account being closed. Your account has been disconnected as of August 22, 2017. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
August 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 2, 2016, we received your correspondence, dated July 30, 2016, filed with the Revdex.com. You said you were offered the DISH’n It Up equipment upgrade without a term commitment. When we spoke today, I informed you that the early termination fee was waived. You may cancel your service at any time without penalty. You advised me that the technical issues you experienced have been corrected and you have chosen to restart your service. 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 [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
April 11, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Ms. [redacted]: On April 6, 2016, we received your complaint, dated April 4, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 4, 8 and 11, 2016, were unsuccessful; however, I left three messages. You expressed concern with the debit of $100.00 that was applied to your credit card account. You maintain that the debit was unauthorized and you notified DISH Network that you would manually pay the balance on your account. You were enrolled in a 24-month commitment on January 4, 2015, when your equipment was upgraded through our DISH’n It Up promotion. Your service was disconnected on February 14, 2016, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $100.00 was applied to your account. You were also charged two $10.00 box return fees and service charges, leaving a total balance of $152.89. Although we received two $10.00 payments (on March 21, 2016, and April 1, 2016), your promotional agreement discloses that your credit card account may automatically be debited for any early termination, unreturned equipment and/or shipping fees. As a result, a debit of $100.00 was applied to your credit card account on April 4, 2016. Enclosed is a copy of your agreement for your review. The debit is valid; therefore, we are unable to bill you for the early termination fee as you requested. 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] Enclosure
December 13, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2017, we received your complaint, dated December 4, 2017, filed with the Revdex.com. You expressed concern with the unreturned equipment fees that were applied to your account and the reporting of the balance to collections. You maintain that you were charged for a third receiver that was never installed. You requested that the balance be removed. Our records show that your service was disconnected for non-payment on March 31, 2016. At that time, your account was left with an unpaid service balance of $131.29. Since this balance was not paid, it was reported to collections on May 12, 2016. On June 4, 2016, you were charged unreturned equipment fees totaling $248.00. This amount includes $199.00 for an unreturned receiver (model 722) and $49.00 for an LNBF (eyepiece on the satellite dish). Our records confirm that you previously notified us that you did not have a third receiver installed and account credits were applied to your account for this issue at that time. When I spoke with you by phone on December 6, 2017, I advised you that I made an exception and removed the service balance from your account. I also reversed the LNBF fee. You agreed to return the receiver; therefore, I requested a box to be shipped to your home and I applied a temporary credit to your account for the receiver, which will be removed once it is returned. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/19) */
May 12, 2015
Mr. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the...
Revdex.com.
You maintain that you never had internet installed by DISH Network and when you had your phone service switched back to TCI, you were charged an early termination fee. You requested that the early termination fee be waived.
A review of your account reveals that the phone and internet service were activated on March 30, 2015, and were disconnected on April 13, 2015, when you switched your service back to TCI. Further investigation reveals that neither service was used during this time. For this reason, I waived the early termination fee and service charges from your account. When the leased modem is returned, you will have a zero balance.
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 member of the DISH Network family.
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: 7:00 am-3:30 pm MST, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Dear Mr. [redacted]: On February 4, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges. You maintain you were told that your monthly rate would be locked in for two years. You also stated...
that you were told Credit Card AutoPay was required. Your service was activated on February 5, 2015, with a 24-month commitment through I Dish (###-###-####), an independent company. Please note that DISH Network reserves the right to change prices at any time. Your promotion included a discount of $45.00 for the first 12 months. You began to be billed the regular monthly rate of $108.99 plus tax on February 5, 2016. Please be advised that this monthly rate included a $5.00 price increase that we experienced on January 14, 2016. Additionally, the monthly rate did not include the movie channels (HBO and Starz) that you subscribed to. On January 30, 2016, you changed your programming to the America’s Top 200 package. You were also provided with Encore at half price for six months. This made your monthly rate $101.99 plus tax. When I spoke with you by phone today, I advised you that we are unable to extend the $45.00 monthly discount for the second year of service. As a result, I waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. You also mentioned that your initial installation was not completed properly and the Hopper and On Demand features were not explained accurately. We appreciate that you brought these issues to our attention so that we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
March 25, 2016 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms....
[redacted]: On March 17, 2016, we received your complaint, dated March 16, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 17, 24 and 25, 2016, and I left three messages. You indicated that you received an advertisement from [redacted] offering the America’s Top 120 Plus with no DVR fees, yet you are billed for the DVR service fee. The offer that you are referring to is the 2-Year Price Lock promotion, which expired on January 14, 2016. You contacted us to initiate your service on January 20, 2016. The sales call recording from that day reveals that when you mentioned the offer, the sales representative informed you that our promotions had changed, and you were offered the new 3-Year Price Guarantee promotion. You are being billed correctly. You subscribed to the following monthly service: · America’s Top 120 Plus $49.99 (regular price $69.99) · Super Joey receiver $10.00 · DVR service fee $15.00 $74.99 plus tax You were enrolled with the [redacted] $100.00 gift card. We apologize for the confusion. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On March 25, 2016, we received your rebuttal, dated March 24, 2016, filed with the Revdex.com. In your rebuttal, you continue to dispute the $82.71 balance owed on your disconnected DISH Network account. You claim that you were promised four $75.00 credits for time that you were without service and you only received two of them, and that the $150.00 credit less the $82.71 balance would result in a refund owed to you of $67.09. As I previously advised you, you were only offered two $75.00 credits--not four--to compensate for your time without service. Again, these credits posted to your account in August and September 2015. I have enclosed a copy of your bill. All other credits you were offered were posted to your account. You made a payment of $82.91 in July 2015, but you later disputed it with your bank. While we regret that you do not agree, this payment was owed to DISH Network. The balance of $82.71 is valid and no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Initial Business Response /* (1000, 10, 2015/06/29) */
June 25, 2015
Mr. and Mrs. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 19, 2015, we received your complaint, dated June...
18, 2015, filed with the Revdex.com. My attempts to reach you by phone on June 19, 22 and 25, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you closed your account due to technical issues. You expressed concern about being charged a fee to ship your leased equipment back to DISH Network and you said that you were not informed that your account was sent to a collection agency. You requested that the debt be removed from your credit bureau file, and to have the return shipping fees waived.
A review of your account reveals that you contacted us on November 27, 2013, and reported a technical issue. We sent a technician to your home on November 28, 2013, and he was able to resolve your issue. He repointed your satellite dish, which may be required if severe weather knocks it out of alignment.
Our records reflect that your account was sent to our collection agency on August 3, 2014, due to nonpayment. At that point, Convergent Outsourcing Inc (X-XXX-XXX-XXXX) contacted you regarding the debt.
I have met your request to waive the Box Return fees of $17.00. Your new balance due is $200.10. However, I am unable to remove the debt from your credit bureau file until it has been paid in full. Once you have paid the balance due, contact me directly so that I can start the process of getting the debt removed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no reason the bill should of been sent to collections. I've been making payments monthly to every other month. I told them I was on disability and would send money monthly to every other month. It should be in their phone records (maybe)I don't trust anything they say or due to the many conversations we have had. How can you turn someone in when their making payments. Taking it off after paying in full will show paid in full. It will still show being sent to collection.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 16, 2015/07/07) */
July 6, 2015
Mr. [redacted]
8596 State Route 415
Campbell, NY XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your rebuttal, dated June 30, 2015, filed with the Revdex.com.
You said that you have been making payments towards your balance and that we should have not reported the debt to the credit bureaus. You requested that the debt be removed from your credit report.
Although you have been making payments towards your balance, our policy is to report your account to our collection agency after it has gone unpaid for more than 45 days. I'm unable to meet your request to remove the debt from collection at this time. As I stated in my previous correspondence, contact me once the debt has been paid in full so I can start the process of having it removed from your credit report.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I returned calls to a female rep who called me and she did not return my calls. I have been a dish customer in the past AND a dish installer in the past. I went through troubleshooting twice with dish already. I am not dealing with this anymore. A customer should not have to go through all of this heartache to have equipment replaced. It is very common to install brand new equipment and have it malfunction. The fact that I go through troubleshooting twice with Dish and they still say I need to go through it again is simply unacceptable. I sincerely regret using dish again, if I had known customer service has gotten this bad I would not have signed up. I am deeply saddened and would not recommend dish to friends due to poor customer service. Exchanging my equipment is warranted, this issue continues to happen daily with my equipment and I have to push reset on the receiver for it to work again. I am deeply disappointed at having to jump through hoops to get the quality service I pay for.
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
On 11/17/15 when ordering DISH from National Satellite Systems, had we been told of those circumstances by the third party sales agent - National Satellite Systems, we would have NEVER considered DISH as an option for our TV viewing. Our whole attempt to change companies solely was for financial purposes so to keep our original "local" stations from Manhattan we would have changed our plan with Directv. The problem with resolving this is getting to listen to our recorded phone conversations with National Satellite Systems which DISH says they cannot provide however, claiming that there was no indication in our conversation about the channels we requested. We keep getting bounced back and forth between DISH and the "third party" National Satellite Systems, who installed our equipment. It is a stalling tactic, I believe, and so for our satisfaction to be met, we NEED to listen to our phone conversations, the reason they are recorded in the first place. Since we are in a DISH contract, and our billing is from DISH, and our money gets paid to them, we feel it is their responsibility to provide us with those recordings so we can hear for ourselves OUR original conversations. I would trust their word after putting us through all this aggravation of a dispute WHY?! The only resolution to this is for DISH to let us hear for ourselves the sales conversation. A simple logical request and if they have nothing to hide - which I doubt is the case - then we will be able to listen to those phone conversations. There are a few because my husband and I spoke to "Matthew" who actually completed the sale. We have been unable to contact "Matthew" even though we have called the number and extension given at the time of sale. Also in attempts to communicate with them by mail, no address can be found for this "third party". We have had 3 different technicians come out, one in an attempt to supply us with the local channels they say are unavailable yet they ship us out an inside antenna " OTA USB adapter" and we attempt ourselves, along with a phone conversation with instructions from a representative and finally by sending a technician for the same purpose. All unsuccessful and as a matter of fact, the technician actually went to the internet, pulled up a site and entered our zip code to reveal our area with DISH was not accessible to "Manhattan" local channels. This should have been part of the process when we were ordering DISH in specifying which local channels we requested.
When we signed our "contract" we were could not read the whole contract as the only part of the contract visible on a small tablet, approximately measuring 4 x 6, was our signature. So in until we get to hear those actual conversations and are let out of our contract because of the content, there is no resolution! DISH claims they cannot provide those conversations because National Satellite System recorded them; DISH is in contract with National Satellite Systems to sell their product and since National Satellite System readily and conveniently, for their sake, shuffle us back to DISH for the same request, it can only signal a stalling tactic for me. No satisfaction with conclusion to this very avoidable annoyance and deception will be met until the actual phone conversations are heard and I am released from the contract!
Complaint Response Date bumped because: Data Base Migration
Initial Business Response /* (1000, 5, 2015/05/15) */
May 7, 2015
Mr. [redacted]
[redacted]r., Apt. *
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
*ear Mr. [redacted]:
On May 4, 2015, we received your complaint, dated May 1, 2015,...
filed with the Revdex.com.
You expressed concern that an automatic payment of $262.13 was debited from your bank account after you had made a partial payment of $130.00. These payments were for the $260.00 early termination fee and you maintain you had requested that your bank account be removed from the Electronic Funds Transfer (EFT) option.
In order to prevent an EFT from automatically debiting your bank account on the due date, a one-time payment may be made or EFT must be removed at least seven days prior to the billing due date. When I spoke with you by telephone today, I informed you that when you made the $130.00 payment online on April 28, 2015, it was not enough in advance to prevent the scheduled EFT on April 30, 2015.
Additionally, when an account is enrolled in EFT, the amount due will be collected. Since the $130.00 payment was not for the full amount due, EFT would have collected the remaining balance anyway.
On April 15, 2015, you called to disconnect your service. A review of that call recording reveals that you were informed of the $260.00 early termination fee but there was no mention of your EFT enrollment.
*uring the call on May 1, 2015, you stated that the EFT should have been removed but the agent informed you that your account was still enrolled in EFT and offered to remove it. Also during that call, the agent removed the $260.00 early termination fee and agreed to issue a refund for the $262.13. He informed you that it would take 23 days to process a refund.
Please note that we allow up to ten business days for a check payment's funds to clear the bank before a refund can be issued. The refund of $262.13 was submitted on May 1, 2015; please allow 19-23 days for processing. We regret that you do not agree with this process. However, your refund of $262.13 was processed on May 7, 2015.
*uring our conversation, you mentioned that there are two $130.00 debits appearing on your bank statement. I explained that we only show one $130.00 payment that posted to your account on April 29, 2015. I requested a copy of your bank statement so that I could further research your claim.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
*ispute Resolution Specialist
Executive Escalations Team
*ISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm M*T
([redacted]) [redacted]
Enclosure
cc: *enver / Boulder Revdex.com
1020 Cherokee St.
*enver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/08/24) */
August 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 11, 2015, we received your correspondence, dated August 10, 2015, filed with the...
Revdex.com.
You expressed dissatisfaction with the customer service you received, as your installation date was rescheduled. You also provided feedback regarding your experience.
Per your request, your account was canceled and a refund of $231.92 was applied to your credit card account ending in 5932 on August 11, 2015.
When we spoke on August 13, 2015, I apologized for the customer service you received. Your concerns will be addressed internally with the appropriate personnel.
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 (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]
March 22, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 12, 2018, we received your correspondence, dated February 12, 2018, filed with the Revdex.com. You said you are experiencing technical issues with [redacted] and you requested that this matter be resolved. You also provided feedback regarding your customer service experience. Please note that while we do offer the [redacted] application, we do not provide the streaming service. When we spoke on March 21, 2018, I scheduled a free DISH’n It Up equipment upgrade for the Hopper 3 receiver with no term commitment for March 22, 2018, between noon and 5 pm. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 5, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 1, 2016, we received your complaint, dated March 31, 2016, filed with the Revdex.com. My attempts to reach you by phone on April 1, 4 and 5, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that when you agreed to the Hopper receiver upgrade, you were told that there would be no contract involved. You were informed later that you would be charged an early termination fee if you disconnect your account. You requested that your early termination fee be waived. Unfortunately, we are unable to confirm what you were told when you agreed to the Hopper receiver upgrade. Nevertheless, in the interest of customer service, I will ensure that your early termination fee is waived. 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: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
January 27, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Ms. [redacted]: On January 25, 2017, we received your complaint, dated December 5, 2016, filed with the Revdex.com. You said that you have been experiencing issues with your DVR service and your internet. You ask that we correct the issues or release you from your contract. When we spoke, I informed you that the technician visit that took place on January 11, 2017, confirmed no issues were found with your equipment and that the problem may be electrical. I offered to release you from your contractual agreements for TV and internet service, which you accepted. You told me that you will call back once you are ready to disconnect your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You said that you ordered satellite TV and internet services which were not installed. You also expressed concern with the customer service you received. Your service was established through Infinity Sales Group, an independent retailer. The sales order also shows only the satellite TV was requested to be installed. When we spoke today, I advised you that your account was not activated and no early termination fee was applied. We regret any inconvenience you may have experienced. Your feedback and concerns will be addressed internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/11/03) */
November 2, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 28, 2015, we received your complaint, dated October 27, 2015,...
filed with the Revdex.com.
You said that you were offered a $50.00 gift card when you placed your order for our service, but you have not received it. You requested that we honor the offer and provide you with a $50.00 gift card.
When we spoke I informed you that you placed your order for our service through I Dish.com LLC (XXX-XXX-XXXX). I sent your complaint to them and I asked that they call you directly.
We are unable to honor a promotion that is not a direct DISH Network offer. I advised you to contact me should you not hear from I Dish.com.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contracted by Dish and they played the blame game and said it wasn't me it was the other guy. The other company leaves me a voice mail and say to call them. I can't get that person n the line.
Direct TV hasn't honored anything. If I knew this company was so very poor about honoring the promises that they made I would not have signed up for the 2 year promotion. Consumer beware of this company!!!
Final Business Response /* (4000, 9, 2015/11/11) */
November 5, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 5, 2015, we received your rebuttal, dated November 4, 2015, filed with the Revdex.com.
You said that you received a call from I Dish.com, but you have not heard back from them.
When we spoke, I advised you that I am unable to honor a promotion that is not from DISH Network; however, I offered you a $50.00 account credit, which you accepted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
March 28, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You stated that you were provided incorrect information during your sale. When we spoke, I advised that a review of your sales chat revealed a level of confusion concerning your request and DISH Network policy. As such, I waived your early termination fee and backdated the disconnection of your account to March 1, 2016. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
May 17, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On May 10, 2016, we received your complaint, dated May 9, 2016, filed with the Revdex.com. You expressed concern that you were billed for 18 Pay-Per-Views (PPVs). You indicated that although you were provided the dates that they were purchased, we did not provide you with the time of the purchases. Therefore, you said that you would not pay for them. When I spoke with you by telephone today, I reiterated that the PPVs were ordered via your remote and the possibility of any interference with the purchase from somewhere else is very unlikely. Our system only shows the date of purchase and not the actual time. As an exception, I waived half of your $218.07 account balance. The remaining amount due is $109.04. 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 through Friday 7:00 am to 3:30 pm MDT
August 31, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On August 25, 2017, we received your complaint, dated August 24, 2017, filed with the Revdex.com. You said that your account was not disconnected when you requested, resulting in charges for services you didn’t receive. You asked that we waive any balances due, close your account, and refund [redacted] for any charges they paid. When we communicated through email, I told you that we will meet your request and provide you with a refund of $434.35. We are unable to transfer any funds or send a credit to [redacted] due to your DISH Network account being closed. Your account has been disconnected as of August 22, 2017. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
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