Initial Business Response / [redacted] (1000, 10, 2015/07/14) */ July 8, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On July 8, 2015, we received your complaint, dated July 7, 2015, filed with the Revdex.com You said that it took four months to get your internet service installedAlso, you expressed concern regarding your account not being closed in February You requested that we waive the balance and provide you with a refund of all monies paid When we spoke, I advised you that our records reflect that your internet service was installed on November 2, Furthermore, we record all of our calls and after a review of the call recordings on your account, I didn't find that you called us in February to disconnect your accountIn fact, you contacted us in March regarding your internet serviceAlso, you submitted a payment on March 20, 2015, for your service from April to May 3, Your request to have the debt removed from your account and to receive a full refund is denied 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:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because you meaning dish is a lier and I did ask for my service to be disconnected and y'all didn't do what I asked and I refuse to pay a bill that I don't owe Final Business Response / [redacted] (4000, 14, 2015/07/27) */ July 22, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On July 21, 2015, we received your complaint, dated July 17, 2015, filed with the Revdex.com You disputed the remaining balance on your DISH Network account Your account balance is currently $1,Here is a breakdown of the balance due: Unreturned equipment fee $ Taxes on unreturned equipment $ Service charges $ TV Early Termination fee $ Internet Early Termination fee $ Taxes on Early Termination fees $ Box Return Fees $ I have also enclosed copies of your signed contract agreements for your recordsDISH Network considers the balance to be validOnce you have returned your equipment, the unreturned equipment fee and tax will be reversed 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:a.mto 2:p.mMDT (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Complaint: [redacted] I am rejecting this response because: they lied to me and will not come close to what I was told I was going to get! There was no confusion on my partIt was clear that this is what I was toldNo confusion just a flat out lie! Unfortunately, dish won't honor anything and so I had to take the deal of not having to finish out my contract Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ June 24, Ms [redacted] [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the Revdex.com You expressed dissatisfaction with the customer service that you received when you contacted us to restart your service We strive to provide excellent service and regret that your experience was unfavorable, and we appreciate that you have brought this to our attention so that we [redacted] address it internally with the appropriate personnel Our records confirm that your service was restarted on June 17, 2015, when you made a payment of $We also show that a credit of $was applied to your account When I spoke with you by phone on June 23, 2015, I advised you that I applied a credit of $to your account for your inconvenienceThis will cover your service through July 18, 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:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
December 22, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On December 18, 2017, we received your correspondence, dated December 17, 2017, filed with the Revdex.com You expressed dissatisfaction with the technical issues you experienced with your Hopper system after the software was updatedYou disagreed with the resolution to upgrade your receiver to the Hopper under our DISH’n Up promotionYou also indicated that when your equipment was originally upgraded, you were not informed of the term commitmentYou disputed the early termination fee When we spoke today, I informed you that I made an exception and waived your early termination feeYou confirmed that you have scheduled your disconnection of service for December 24, To avoid unreturned equipment fees from applying, please return the leased equipment to DISH NetworkA return box with label will be delivered to your address by UPS The quality of our customers' experiences is of great importance to DISH NetworkI 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- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 30, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com You said that you received a collections notice, but you have not received a bill to justify the chargesYou requested proof that we attempted to collect the debt, and an explanation of the debtYou also asked that the debt be removed from your credit file When we spoke, I informed you that dishNET Wireline did send statements in an attempt to collect the past-due balanceEnclosed are copies of the billing statementsThey also include the charges and credits you received You advised me that you spoke with a collection agency and agreed to settle the account for $77.31, but the remaining balance was never waivedI told you that I will waive the balance of $and have the debt removed from our collection agency and remove the debt from your credit reportPlease allow up to eight weeks for the debt to be removed from your credit report 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted]
August 18, Dear Mr [redacted] : On August 15, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com You said that you disconnected your account on August 5, 2016, but you have not received the boxes in which to return your equipmentYou also indicated that you have not received a refund for a payment of $ Our records reveal that boxes were delivered on August 17, When I spoke with you by telephone today, you confirmed that you received the boxes I submitted a refund for $ 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
December 18, [redacted] Dear Mr [redacted] : On December 14, 2015, we received your correspondence, dated December 11, 2015, filed with the Revdex.com You said that DISH Network processed a $charge against your credit card accountYou are not a DISH Network customer so you disputed the transactionYou indicated that the dispute was reversed so you requested that the charge be refunded When we spoke on December 14, 2015, I explained that we would require the credit card number to locate the DISH Network account that your credit card information is linked to so we may investigate the matterYou indicated that you would contact me with that information so we could address the matterAs of today, there has been no response If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ July 15, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 13, 2015, we received your correspondence, dated July 10, 2015, filed with the Revdex.com You said that you had DISH Network installed at your home in [redacted] NV and you were required to remove it due to the HOA restrictionsYou maintain you were told you may transfer the service to your home in Laguna Beach, CA to prevent the early termination fee from applyingYou requested a refund for the Credit Card AutoPay (CCA) payments When we spoke today, you provided me with your previous [redacted] account number (XXXXXXXXXXXXXXXX) and your current [redacted] account number (XXXXXXXXXXXXXXXX) Our records reveal that account number XXXXXXXXXXXXXXXX was disconnected on January 19, This is the same date a DISH MoDeal installation was completed for account number XXXXXXXXXXXXXXXXPlease note that credits were applied to cover the termination fee of $and no funds were collected for this fee The total payments of $were collected for account XXXXXXXXXXXXXXXX for programming from November through January In June 2015, a refund totaling $was applied to your credit card account ending in Today, I submitted a refund of $Please allow five business days for processingThis refund and the refund of $total $ During our conversation, you indicated that you are unable to record programming and use the DISH Anywhere optionI explained that you have an active 722K HD DVR model receiver which requires a Sling Adaptor for the DISH Anywhere featureA Sling Adaptor was ordered on July 14, 2015, and a $fee was appliedThe equipment will be delivered to your address by UPS on July 16, As a courtesy, I reversed the Sling Adaptor fee from your account In addition, I scheduled a free technician visit for July 18, 2015, between 8:am and noonYou accepted this resolution We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnelWe apologize for any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Revdex.com: I spoke again with [redacted] last week and have decided to cancel my contract for $per his offer (rather than the $460) While I am not completely satisfied with this as I feel I shouldn't have had to pay anything based on everything that happened, it appears that this is the best I was going to get Therefore, I figured I might as well cut my losses and be done with the horrible service at Dish Sincerely, [redacted]
January 8, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On January 3, 2018, we received your complaint, dated January 2, 2018, filed with the Revdex.com You requested to change your payment due date to the 3rd of the month When I spoke with Mrs [redacted] today, I informed her that I will change the payment due date to the 3rd of the monthThis will take two billing periods to processI also explained that your monthly billing rate increased by $5.00, because eAutoPay was removed from your account on January 2, However, this credit may be reapplied if eAutopay is restoredMrs [redacted] disagreed and per her request, I disconnected your service I made an exception and waived the early termination feeWe ask that the leased equipment be returned to DISH NetworkA return box and label will be delivered to your address by *** I submitted a total refund in the amount of $Please allow five business days for processing When you agreed to eAutoPay, you authorized DISH Network to collect the full amount due every monthWe are unable to provide compensation for bank fees If there are further questions or concerns about this issue, please feel free to contact me at ( [redacted] Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ July 17, Ms [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 13, 2015, we received your complaint, dated July 10, 2015, filed with the Revdex.com You said that you disconnected your DISH Network account but we continued to bill you for service I attempted to reach you at (XXX) XXX-XXXX on July 15, and 17, 2015, and I left three voicemails In my last message, I advised you that I had made an exception and a refund of $was sent on July 16, We sincerely regret any confusion or inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] ***
March 2, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 1, 2016, we received your complaint, dated February 26, 2016, filed with the Revdex.com You disputed the balance on your DISH Network account When we spoke, we agreed that your son would return the equipment associated with your account Once we receive your leased receivers, your balance will be adjusted to zeroWhen that happens, the collections company will be notified and they will update your credit file accordingly Once you are back in New York, please contact us at (800) 333-to set up your account again When you do, please advise the agent of your plans to travel between New York and Florida so that they may ensure that your account is initiated correctlyWe 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 (720) 514- Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] Tell us why here
September 13, Dear Ms [redacted] : On September 13, 2016, we received your rebuttal, dated September 12, 2016, filed with the Revdex.com You requested that your account be disconnectedYou also asked to receive proof that your current service and the service at your previous location was disconnectedIn addition, you would like the dish to be removedFurthermore, you requested that DISH Network cease contact with you I regret that we were unable to speak directly Your account was disconnected on August 20, You have one account number for both locationsIf someone establishes service at your previous home, they will be required to open an account in their name with their own information DISH Network does not require the return of the dishIf you would like the dish removed from your home, the starting cost is $You may also refer to a local retailer to remove itOnce removed, you may dispose of the dish at your discretion I placed your contact information on our internal Do Not Contact listHowever, please know that we do not share any information with the independent companies that sell our productTherefore, we suggest that you call the contact phone number on each advertisement that you receive and request to be placed on their Do Not Contact list 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.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-#### David Laslo
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ July 27, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] ***: On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the Revdex.com You stated that when you purchased your DISH Network service, you were promised the new customer promotional discount for the 24-month term of your contractYour monthly bill recently increased and you requested that the discount be restored When we spoke on July 24, 2015, I explained that you received our standard advertised new customer promotionYou were provided a programming discount for the first months of service with a 24-month contractual commitmentThis was disclosed at the point of sale when your service was established in August In addition, you received emails confirming the sales, which also included disclosures, at [redacted] @att.netAlso, the term of your promotional discount is provided in your monthly billing statementWe are unable to provide the additional discounts that you requestedYou indicated that you intended to pursue your complaint If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Tell us why here...September 20, Dear Mr***: On September 15, 2016, we received your correspondence, dated September 21, 2016, filed with the Revdex.comYou said you have experienced technical issues with the service for nine months that have not been resolvedYou requested a refund Our records reveal that Mr [redacted] , a DrDISH Case Manager, is assisting you with the technical issues On September 18, 2016, a technician visit was completeWhen we spoke today, you said that the issues were still unresolved On September 7, 2016, the early termination fee was waivedYou may cancel your service at any time without a penaltyWe are unable to honor your refund request We strive to provide excellent service and we regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST###-###-####
August 3, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On July 27, 2017, we received your complaint, dated July 26, 2017, filed with the Revdex.com You indicated that you were a DISH Network customer for several years and after you disconnected your service, you requested to restart your serviceYou were told that if you waited three months, you would qualify for a new customer promotion, which included the updated equipmentHowever, when you called to re-establish service, you did not qualify for the promotion that was mentionedYou requested that you receive the updated equipment and to have the same type of account that you had previously When I spoke with you by telephone today, I agreed to honor your request and place updated equipment on your old account and restart itYou declined my offer As an exception, I reversed the $early termination fee and submitted a refund of $ I apologize for the information you receivedWe strive to provide excellent service, and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as DISH Network customer 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] [redacted] ***
Complaint: [redacted] I am rejecting this response because: The responses of DISH NETWORK are so full of lies that it is almost impossible to believe anything they say I started trying to get this matter settled two months before I was leaving the country I not only gave them the correct address, but repeatedly called them to send the boxes as I was leaving the country within a few weeks and needed to get the matter settled They were given the correct address at least three times before I left the country - along with my $payment for the boxes, and still after two months the boxes were not sent to me Then during the next two years I sent them my friend's address where the equipment was being safely stored yet they could not even mail the boxes for almost two months I put much time and effort to get the equipment returned to them in a timely matter, and it is IMPOSSIBLE to understand why it takes a company over a year to get a box sent to someone who repeatedly gave them correct mailing information I also was told more than once by customer service representatives that since I was moving to a location where there was no DISH NETWORK I would not be responsible for the balance of the contract It just seems now that this new representative is making things up as he goes and trying to put the blame on me, when they have misled me every step of the way My balance should be zero and their current attitude toward customers service is a good proof of why DISH NETWORK is doing so poorly as a business now Sincerely, [redacted] Here is an e-mail from March which obviously shows my frustration in dealing with DISH NETWORK They repeatedly asked for something impossible There are small mountain towns in Idaho who do not use or deliver packages to a physical address [redacted] , etc will only deliver to the PO boxes in these towns, but DISH NETWORK refused to accept this fact " [redacted] [email protected] MY GOD! HOW MANY TIMES DO I HAVE TO TELL YOU PEOPLE THE BOX WAS NEVER RECEIVEDTHE BOX WAS NEVER RECEIVED THE BOX WAS NEVER RECEIVED THE BOX WAS NEVER RECEIVED THE CORRECT ADDRESS IS: [redacted] ** [redacted] I HAVE ALREADY PAID $CLEAR BACK SEPTEMBER OF FOR THE BOX AND RETURN SHIPPING I HAVE ALREADY PAID TO HAVE IT RETURNED I HAVE ALREADY PAID TO HAVE IT RETURNED I HAVE ALREADY PAID TO HAVE IT RETURNED SEND THE STUPID BOX TO THE RIGHT ADDRESS AND LISTEN TO ME FOR ONCE DOES ANYONE THERE READ ANYTHING???? [redacted] -----Original Message-----From: care To: [redacted] < [redacted] >Sent: Tue, Mar 3, 12:amSubject: RE: Your DISH bill is now availableDear ***,Thank you for your emailI understand that you are required to return the leased equipment back to us and I’m willing to assist you with thisI apologize for any inconvenience that this may have caused you.Please be advised that we have sent you an equipment return kit as of 10/31/on the address listed on filePlease allow 3-business days for you to receive the equipment return kitIf you are charged non-returned equipment fees, these fees will be reversed once we received the equipment.There is a $shipping charge if you chose to use the return shipping label we provided to return your equipmentKeep in mind that you generally save money by using our packaging as it is only $per shipping label, which is as low as half the cost of other couriers.You may also send the equipment to one of the following addresses:DISH Network Service, Inverness Circle East, Englewood, CO 80112DISH Network Service, 1285A Joe Battle Blvd., El Paso, TX 79936DISH Network Service, Dunnett Court, Spartanburg, SC 29303If you wished to continue in changing the service address, I need some information to verify the accountPlease send us the four-digit Security Code on the account with the code reminder “BD”This is to make sure that we are dealing with the account holder or his/her authorized userFurthermore, this is to safeguard the confidentiality of your account.Please be advised that it will take 7-business days for us to receive your equipment once it has been shipped outWe are going to send you an email confirmation once your equipment has been received.Additionally, you can also track the status of your shipment through UPS website at [redacted] To track your package via telephone, call [redacted] at 1-800-PICK
April 6, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear MrBeard: On March 31, 2017, we received your complaint, dated March 30, 2017, filed with the Revdex.com You said that you were unable to make your payment on time and you contacted our customer serviceYou said that an agent told you to remove eAutoPay and add it back on a later date, which you didHowever, you said that your rate doubled as you lost your promotional creditsYou ask that we provide you with a refund or release you from your contract When we spoke, I informed you that you removed eAutoPay from your account on October 24, 2016, and you never reinstated itI told you that your rate didn’t double, but it did increase by $as that is the discount you receive for having eAutoPayYou ended the call I am unable to waive your early termination fee due to this complaintHowever, I’m willing to reinstate your promotional credit provided that you restart your account with eAutoPayIf you would like to accept my offer, please contact me directly If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
December 28, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On December 22, 2017, we received your complaint, dated December 21, 2017, filed with the Revdex.com You expressed concern with a letter you received indicating that you did not qualify for DISH Network’s best promotion, and about the level of customer service you received When we spoke, I attempted to explain that DISH Network, as other companies, apply a proprietary algorithm when qualifying prospective customers for promotional offers You requested to know exactly what information was used in the algorithm but, as I explained, that information is proprietary and we do not disclose it in detail As the credit qualification process is designed to help companies protect themselves, disclosing that information would render the process useless Our records show that you requested the Hopper and additional Joey receivers when you initiated your account As you opted for our most advanced equipment, upgrade fees applied These fees are disclosed prior to being charged, as all DISH Network fees are, and are based on the credit qualification process during the sale of service While we regret that you do not agree with our policies or procedures, we are unable to provide reimbursement or compensation for this issue If there are further questions or concerns about this issue, please feel free to contact me at ( [redacted] Sincerely, Dave S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
May 13, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On May 12, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your accountYou maintain that you signed a work order and were unaware that you signed an agreementYou also mentioned that you disconnected your service due to weather-related technical issues Please be advised that a new 24-month commitment is required when additional equipment is requested or existing equipment is upgradedYou were enrolled in a term commitment when your equipment was upgraded on April 30, Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passedAiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal Your service was disconnected on May 10, Since your term commitment was not fulfilled, an early termination fee of $was applied to your account When I spoke with you by phone today, I advised you that I reversed the early termination feeI also submitted a refund of $for your overpaymentPlease allow two to four weeks for processing We appreciate that you brought your concerns regarding the installer to our attention so 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc:
Initial Business Response / [redacted] (1000, 10, 2015/07/14) */ July 8, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On July 8, 2015, we received your complaint, dated July 7, 2015, filed with the Revdex.com You said that it took four months to get your internet service installedAlso, you expressed concern regarding your account not being closed in February You requested that we waive the balance and provide you with a refund of all monies paid When we spoke, I advised you that our records reflect that your internet service was installed on November 2, Furthermore, we record all of our calls and after a review of the call recordings on your account, I didn't find that you called us in February to disconnect your accountIn fact, you contacted us in March regarding your internet serviceAlso, you submitted a payment on March 20, 2015, for your service from April to May 3, Your request to have the debt removed from your account and to receive a full refund is denied 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:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because you meaning dish is a lier and I did ask for my service to be disconnected and y'all didn't do what I asked and I refuse to pay a bill that I don't owe Final Business Response / [redacted] (4000, 14, 2015/07/27) */ July 22, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On July 21, 2015, we received your complaint, dated July 17, 2015, filed with the Revdex.com You disputed the remaining balance on your DISH Network account Your account balance is currently $1,Here is a breakdown of the balance due: Unreturned equipment fee $ Taxes on unreturned equipment $ Service charges $ TV Early Termination fee $ Internet Early Termination fee $ Taxes on Early Termination fees $ Box Return Fees $ I have also enclosed copies of your signed contract agreements for your recordsDISH Network considers the balance to be validOnce you have returned your equipment, the unreturned equipment fee and tax will be reversed 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:a.mto 2:p.mMDT (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Complaint: [redacted] I am rejecting this response because: they lied to me and will not come close to what I was told I was going to get! There was no confusion on my partIt was clear that this is what I was toldNo confusion just a flat out lie! Unfortunately, dish won't honor anything and so I had to take the deal of not having to finish out my contract Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ June 24, Ms [redacted] [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the Revdex.com You expressed dissatisfaction with the customer service that you received when you contacted us to restart your service We strive to provide excellent service and regret that your experience was unfavorable, and we appreciate that you have brought this to our attention so that we [redacted] address it internally with the appropriate personnel Our records confirm that your service was restarted on June 17, 2015, when you made a payment of $We also show that a credit of $was applied to your account When I spoke with you by phone on June 23, 2015, I advised you that I applied a credit of $to your account for your inconvenienceThis will cover your service through July 18, 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:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
December 22, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On December 18, 2017, we received your correspondence, dated December 17, 2017, filed with the Revdex.com You expressed dissatisfaction with the technical issues you experienced with your Hopper system after the software was updatedYou disagreed with the resolution to upgrade your receiver to the Hopper under our DISH’n Up promotionYou also indicated that when your equipment was originally upgraded, you were not informed of the term commitmentYou disputed the early termination fee When we spoke today, I informed you that I made an exception and waived your early termination feeYou confirmed that you have scheduled your disconnection of service for December 24, To avoid unreturned equipment fees from applying, please return the leased equipment to DISH NetworkA return box with label will be delivered to your address by UPS The quality of our customers' experiences is of great importance to DISH NetworkI 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- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 30, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com You said that you received a collections notice, but you have not received a bill to justify the chargesYou requested proof that we attempted to collect the debt, and an explanation of the debtYou also asked that the debt be removed from your credit file When we spoke, I informed you that dishNET Wireline did send statements in an attempt to collect the past-due balanceEnclosed are copies of the billing statementsThey also include the charges and credits you received You advised me that you spoke with a collection agency and agreed to settle the account for $77.31, but the remaining balance was never waivedI told you that I will waive the balance of $and have the debt removed from our collection agency and remove the debt from your credit reportPlease allow up to eight weeks for the debt to be removed from your credit report 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted]
August 18, Dear Mr [redacted] : On August 15, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com You said that you disconnected your account on August 5, 2016, but you have not received the boxes in which to return your equipmentYou also indicated that you have not received a refund for a payment of $ Our records reveal that boxes were delivered on August 17, When I spoke with you by telephone today, you confirmed that you received the boxes I submitted a refund for $ 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
December 18, [redacted] Dear Mr [redacted] : On December 14, 2015, we received your correspondence, dated December 11, 2015, filed with the Revdex.com You said that DISH Network processed a $charge against your credit card accountYou are not a DISH Network customer so you disputed the transactionYou indicated that the dispute was reversed so you requested that the charge be refunded When we spoke on December 14, 2015, I explained that we would require the credit card number to locate the DISH Network account that your credit card information is linked to so we may investigate the matterYou indicated that you would contact me with that information so we could address the matterAs of today, there has been no response If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ July 15, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 13, 2015, we received your correspondence, dated July 10, 2015, filed with the Revdex.com You said that you had DISH Network installed at your home in [redacted] NV and you were required to remove it due to the HOA restrictionsYou maintain you were told you may transfer the service to your home in Laguna Beach, CA to prevent the early termination fee from applyingYou requested a refund for the Credit Card AutoPay (CCA) payments When we spoke today, you provided me with your previous [redacted] account number (XXXXXXXXXXXXXXXX) and your current [redacted] account number (XXXXXXXXXXXXXXXX) Our records reveal that account number XXXXXXXXXXXXXXXX was disconnected on January 19, This is the same date a DISH MoDeal installation was completed for account number XXXXXXXXXXXXXXXXPlease note that credits were applied to cover the termination fee of $and no funds were collected for this fee The total payments of $were collected for account XXXXXXXXXXXXXXXX for programming from November through January In June 2015, a refund totaling $was applied to your credit card account ending in Today, I submitted a refund of $Please allow five business days for processingThis refund and the refund of $total $ During our conversation, you indicated that you are unable to record programming and use the DISH Anywhere optionI explained that you have an active 722K HD DVR model receiver which requires a Sling Adaptor for the DISH Anywhere featureA Sling Adaptor was ordered on July 14, 2015, and a $fee was appliedThe equipment will be delivered to your address by UPS on July 16, As a courtesy, I reversed the Sling Adaptor fee from your account In addition, I scheduled a free technician visit for July 18, 2015, between 8:am and noonYou accepted this resolution We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnelWe apologize for any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Revdex.com: I spoke again with [redacted] last week and have decided to cancel my contract for $per his offer (rather than the $460) While I am not completely satisfied with this as I feel I shouldn't have had to pay anything based on everything that happened, it appears that this is the best I was going to get Therefore, I figured I might as well cut my losses and be done with the horrible service at Dish Sincerely, [redacted]
January 8, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On January 3, 2018, we received your complaint, dated January 2, 2018, filed with the Revdex.com You requested to change your payment due date to the 3rd of the month When I spoke with Mrs [redacted] today, I informed her that I will change the payment due date to the 3rd of the monthThis will take two billing periods to processI also explained that your monthly billing rate increased by $5.00, because eAutoPay was removed from your account on January 2, However, this credit may be reapplied if eAutopay is restoredMrs [redacted] disagreed and per her request, I disconnected your service I made an exception and waived the early termination feeWe ask that the leased equipment be returned to DISH NetworkA return box and label will be delivered to your address by *** I submitted a total refund in the amount of $Please allow five business days for processing When you agreed to eAutoPay, you authorized DISH Network to collect the full amount due every monthWe are unable to provide compensation for bank fees If there are further questions or concerns about this issue, please feel free to contact me at ( [redacted] Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ July 17, Ms [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 13, 2015, we received your complaint, dated July 10, 2015, filed with the Revdex.com You said that you disconnected your DISH Network account but we continued to bill you for service I attempted to reach you at (XXX) XXX-XXXX on July 15, and 17, 2015, and I left three voicemails In my last message, I advised you that I had made an exception and a refund of $was sent on July 16, We sincerely regret any confusion or inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] ***
March 2, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 1, 2016, we received your complaint, dated February 26, 2016, filed with the Revdex.com You disputed the balance on your DISH Network account When we spoke, we agreed that your son would return the equipment associated with your account Once we receive your leased receivers, your balance will be adjusted to zeroWhen that happens, the collections company will be notified and they will update your credit file accordingly Once you are back in New York, please contact us at (800) 333-to set up your account again When you do, please advise the agent of your plans to travel between New York and Florida so that they may ensure that your account is initiated correctlyWe 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 (720) 514- Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] Tell us why here
September 13, Dear Ms [redacted] : On September 13, 2016, we received your rebuttal, dated September 12, 2016, filed with the Revdex.com You requested that your account be disconnectedYou also asked to receive proof that your current service and the service at your previous location was disconnectedIn addition, you would like the dish to be removedFurthermore, you requested that DISH Network cease contact with you I regret that we were unable to speak directly Your account was disconnected on August 20, You have one account number for both locationsIf someone establishes service at your previous home, they will be required to open an account in their name with their own information DISH Network does not require the return of the dishIf you would like the dish removed from your home, the starting cost is $You may also refer to a local retailer to remove itOnce removed, you may dispose of the dish at your discretion I placed your contact information on our internal Do Not Contact listHowever, please know that we do not share any information with the independent companies that sell our productTherefore, we suggest that you call the contact phone number on each advertisement that you receive and request to be placed on their Do Not Contact list 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.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-#### David Laslo
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ July 27, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] ***: On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the Revdex.com You stated that when you purchased your DISH Network service, you were promised the new customer promotional discount for the 24-month term of your contractYour monthly bill recently increased and you requested that the discount be restored When we spoke on July 24, 2015, I explained that you received our standard advertised new customer promotionYou were provided a programming discount for the first months of service with a 24-month contractual commitmentThis was disclosed at the point of sale when your service was established in August In addition, you received emails confirming the sales, which also included disclosures, at [redacted] @att.netAlso, the term of your promotional discount is provided in your monthly billing statementWe are unable to provide the additional discounts that you requestedYou indicated that you intended to pursue your complaint If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Tell us why here...September 20, Dear Mr***: On September 15, 2016, we received your correspondence, dated September 21, 2016, filed with the Revdex.comYou said you have experienced technical issues with the service for nine months that have not been resolvedYou requested a refund Our records reveal that Mr [redacted] , a DrDISH Case Manager, is assisting you with the technical issues On September 18, 2016, a technician visit was completeWhen we spoke today, you said that the issues were still unresolved On September 7, 2016, the early termination fee was waivedYou may cancel your service at any time without a penaltyWe are unable to honor your refund request We strive to provide excellent service and we regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST###-###-####
August 3, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On July 27, 2017, we received your complaint, dated July 26, 2017, filed with the Revdex.com You indicated that you were a DISH Network customer for several years and after you disconnected your service, you requested to restart your serviceYou were told that if you waited three months, you would qualify for a new customer promotion, which included the updated equipmentHowever, when you called to re-establish service, you did not qualify for the promotion that was mentionedYou requested that you receive the updated equipment and to have the same type of account that you had previously When I spoke with you by telephone today, I agreed to honor your request and place updated equipment on your old account and restart itYou declined my offer As an exception, I reversed the $early termination fee and submitted a refund of $ I apologize for the information you receivedWe strive to provide excellent service, and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as DISH Network customer 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] [redacted] ***
Complaint: [redacted] I am rejecting this response because: The responses of DISH NETWORK are so full of lies that it is almost impossible to believe anything they say I started trying to get this matter settled two months before I was leaving the country I not only gave them the correct address, but repeatedly called them to send the boxes as I was leaving the country within a few weeks and needed to get the matter settled They were given the correct address at least three times before I left the country - along with my $payment for the boxes, and still after two months the boxes were not sent to me Then during the next two years I sent them my friend's address where the equipment was being safely stored yet they could not even mail the boxes for almost two months I put much time and effort to get the equipment returned to them in a timely matter, and it is IMPOSSIBLE to understand why it takes a company over a year to get a box sent to someone who repeatedly gave them correct mailing information I also was told more than once by customer service representatives that since I was moving to a location where there was no DISH NETWORK I would not be responsible for the balance of the contract It just seems now that this new representative is making things up as he goes and trying to put the blame on me, when they have misled me every step of the way My balance should be zero and their current attitude toward customers service is a good proof of why DISH NETWORK is doing so poorly as a business now Sincerely, [redacted] Here is an e-mail from March which obviously shows my frustration in dealing with DISH NETWORK They repeatedly asked for something impossible There are small mountain towns in Idaho who do not use or deliver packages to a physical address [redacted] , etc will only deliver to the PO boxes in these towns, but DISH NETWORK refused to accept this fact " [redacted] [email protected] MY GOD! HOW MANY TIMES DO I HAVE TO TELL YOU PEOPLE THE BOX WAS NEVER RECEIVEDTHE BOX WAS NEVER RECEIVED THE BOX WAS NEVER RECEIVED THE BOX WAS NEVER RECEIVED THE CORRECT ADDRESS IS: [redacted] ** [redacted] I HAVE ALREADY PAID $CLEAR BACK SEPTEMBER OF FOR THE BOX AND RETURN SHIPPING I HAVE ALREADY PAID TO HAVE IT RETURNED I HAVE ALREADY PAID TO HAVE IT RETURNED I HAVE ALREADY PAID TO HAVE IT RETURNED SEND THE STUPID BOX TO THE RIGHT ADDRESS AND LISTEN TO ME FOR ONCE DOES ANYONE THERE READ ANYTHING???? [redacted] -----Original Message-----From: care To: [redacted] < [redacted] >Sent: Tue, Mar 3, 12:amSubject: RE: Your DISH bill is now availableDear ***,Thank you for your emailI understand that you are required to return the leased equipment back to us and I’m willing to assist you with thisI apologize for any inconvenience that this may have caused you.Please be advised that we have sent you an equipment return kit as of 10/31/on the address listed on filePlease allow 3-business days for you to receive the equipment return kitIf you are charged non-returned equipment fees, these fees will be reversed once we received the equipment.There is a $shipping charge if you chose to use the return shipping label we provided to return your equipmentKeep in mind that you generally save money by using our packaging as it is only $per shipping label, which is as low as half the cost of other couriers.You may also send the equipment to one of the following addresses:DISH Network Service, Inverness Circle East, Englewood, CO 80112DISH Network Service, 1285A Joe Battle Blvd., El Paso, TX 79936DISH Network Service, Dunnett Court, Spartanburg, SC 29303If you wished to continue in changing the service address, I need some information to verify the accountPlease send us the four-digit Security Code on the account with the code reminder “BD”This is to make sure that we are dealing with the account holder or his/her authorized userFurthermore, this is to safeguard the confidentiality of your account.Please be advised that it will take 7-business days for us to receive your equipment once it has been shipped outWe are going to send you an email confirmation once your equipment has been received.Additionally, you can also track the status of your shipment through UPS website at [redacted] To track your package via telephone, call [redacted] at 1-800-PICK
April 6, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear MrBeard: On March 31, 2017, we received your complaint, dated March 30, 2017, filed with the Revdex.com You said that you were unable to make your payment on time and you contacted our customer serviceYou said that an agent told you to remove eAutoPay and add it back on a later date, which you didHowever, you said that your rate doubled as you lost your promotional creditsYou ask that we provide you with a refund or release you from your contract When we spoke, I informed you that you removed eAutoPay from your account on October 24, 2016, and you never reinstated itI told you that your rate didn’t double, but it did increase by $as that is the discount you receive for having eAutoPayYou ended the call I am unable to waive your early termination fee due to this complaintHowever, I’m willing to reinstate your promotional credit provided that you restart your account with eAutoPayIf you would like to accept my offer, please contact me directly If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
December 28, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On December 22, 2017, we received your complaint, dated December 21, 2017, filed with the Revdex.com You expressed concern with a letter you received indicating that you did not qualify for DISH Network’s best promotion, and about the level of customer service you received When we spoke, I attempted to explain that DISH Network, as other companies, apply a proprietary algorithm when qualifying prospective customers for promotional offers You requested to know exactly what information was used in the algorithm but, as I explained, that information is proprietary and we do not disclose it in detail As the credit qualification process is designed to help companies protect themselves, disclosing that information would render the process useless Our records show that you requested the Hopper and additional Joey receivers when you initiated your account As you opted for our most advanced equipment, upgrade fees applied These fees are disclosed prior to being charged, as all DISH Network fees are, and are based on the credit qualification process during the sale of service While we regret that you do not agree with our policies or procedures, we are unable to provide reimbursement or compensation for this issue If there are further questions or concerns about this issue, please feel free to contact me at ( [redacted] Sincerely, Dave S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
May 13, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On May 12, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your accountYou maintain that you signed a work order and were unaware that you signed an agreementYou also mentioned that you disconnected your service due to weather-related technical issues Please be advised that a new 24-month commitment is required when additional equipment is requested or existing equipment is upgradedYou were enrolled in a term commitment when your equipment was upgraded on April 30, Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passedAiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal Your service was disconnected on May 10, Since your term commitment was not fulfilled, an early termination fee of $was applied to your account When I spoke with you by phone today, I advised you that I reversed the early termination feeI also submitted a refund of $for your overpaymentPlease allow two to four weeks for processing We appreciate that you brought your concerns regarding the installer to our attention so 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: