January 20, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On January 15, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com Although I received your voicemail, my attempts to contact you by phone at [redacted] on January 15, and 19, 2016, were unsuccessful; however, I left three messages You maintain that you disconnected your service because you experienced technical issues with your Joey receivers for the past three yearsYou requested a three-month refundYou also disputed the box return fee Our records do not show that any technical issues with the Joey receiver were reported until November 30, A technician visit was completed on December 5, 2015, to address the issueYou contacted us again on December 6, 2015, and a second technician visit was scheduledThis technician visit was canceled through your online DISH Network account Your service was canceled on January 13, DISH Network provides boxes for the return of the leased equipmentA $box return fee was applied to your account for the use of our shipping label Although we are unable to honor your three-month refund request, I made an exception and applied a credit for one and a half months of serviceI also reversed the $box return feeA total refund of $was submitted to your credit card accountPlease allow three to five business days for processing 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] *
December 28, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On December 21, 2017, we received your complaint, dated December 20, 2017, filed with the Revdex.com You disputed the $early termination fee applied to your DISH Network account You claimed that a DISH Network agent added a 24-month commitment without your authorization When we spoke, I advised you that our agents do not receive a commission if you agree to a 24-month price lock promotion Our records indicate that you agreed to the terms of our Renewal Offer promotion on March 1, 2017, through your myDISH.com online account You received a reduced monthly rate and price lock since that time While our records indicate that you agreed to the terms of the Renewal Offer, and while you received the benefit of that offer, I made an exception and waived the $early termination fee as a courtesy 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] ***
March 8, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com You said that when you placed your order, you agreed to television and internet serviceHowever, you didn’t receive the internet service, and you decided to disconnect your DISH Network accountYou are disputing the early termination fee When we spoke by phone today, I advised you that our records reflect that you placed your order for our service through PlanetDish.com (888-957-3474)They provided us with a copy of your sales call recordingWe found that they set you up with EarthLink for internet serviceI also confirmed that they do service your areaTherefore, we consider the balance of $to be accurateHowever, in the interest of customer service, I offered to reduce the balance to $You agreed to my resolution and made the $payment via credit card (authorization number [redacted] )Your DISH Network account now has a zero balance 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
March 11, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com My attempts to reach you by phone on March 9, and 11, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You want an explanation as to why you have two accountsYou also questioned why your services were disconnected without notice Although you have two accounts, only one is activeThe first account was your bundled account; however, once you cancelled your service with Windstream and continued with our service, your bundled account was closed and you were given a new direct account A review of your account reveals that your service was disconnected on February 2, 2016, as you disputed a $payment taken on October 26, 2015, for the internet activation feeAnytime we receive a payment dispute, it is DISH Network’s policy to disconnect the account as the necessary payment to maintain service has not been madeWe consider the internet activation fee to be a valid charge If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted]
January 4, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 2, 2018, we received your correspondence, dated December 29, 2017, filed with the Revdex.com You requested that the satellite dish and pole mount be removed from your property When we spoke on January 3, 2017, I informed you that I was unable to locate the account you described with the information you providedI explained that the satellite dish may be from another service providerYou said that you will research this further 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] ***
January 16, Dear Mrs***: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com My attempts to contact you by phone at ###-###-#### on January 11, and 13, 2017, were unsuccessful; however, I left three messages You maintain that you were not provided with the monthly credit promised for the referral of a new customer In order for you to qualify for the monthly referral credit, the referred account must be activated with a referral certificate associated to your DISH Network accountWe do not show that one of your referral certificates was recently used to establish serviceNevertheless, I made an exception and I applied a monthly credit of $to your account for the next ten months 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-Friday, 6:am – 3:pm MDT ###-###-####
December 21, Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs [redacted] : On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com My attempts to contact you by phone at [redacted] on December 18, and 20, 2017, were unsuccessful; however, I left three messagesI also sent an email to [redacted] You maintain that you did not receive a billing statement showing the Pay-Per-View (PPV) movies that you orderedYou also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns Please be advised that all DISH Network charges are reflected on your billing statements Our records show that two PPVs were ordered on December 2, Although we received a manual payment of $to cover the balance due for your November 25, 2017, billing statement, a payment of $was automatically debited on December 11, 2017, for the remaining amount due of $for the PPV charges As your billing statements generate on the 25th of each month, the PPV charges, along with the payment, will be reflected on the billing statement that generates on December 25, We appreciate that you brought your customer service concerns 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, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
December 21, Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs [redacted] : On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com You said that the early termination fee was disclosed to you incorrectly and you only received video service, even though your order was for both video and internet serviceYou requested that the early termination fee be waived and to receive a refund for the $debited from your credit card account When we spoke today, I informed you that your order was placed by an independent retailer, [redacted] ***DISH Network only received the order for your video serviceWe apologize for this and the issue will be addressed You confirmed that the payment of $was made to [redacted] ***--not DISH Network--and you are working with your financial institution to reverse the payment Although your early termination fee is valid, I made an exception and waived itWe 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 (720) 514- Sincerely, Gabriel R [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 25, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com You said that when you canceled your DISH Network service, you had a zero balanceYou disputed the collection attempts and you requested a refund When we spoke today, I advised you that the balance of $is for service rendered by dishNET Wireline Nevertheless, I removed the balance from your accountAs of March 22, 2016, your DISH Network account is at a zero balance A refund of $was applied to your credit card account ending in on March 24, This information will be updated with the credit bureaus; please allow eight weeks for processing 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 to 2:pm MST [redacted]
August 14, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On August 7, 2017, we received your complaint, dated August 5, 2017, filed with the Revdex.com You expressed concern with the balance on your DISH Network accountYou maintain that you contacted us the same day your service was installed because you were unhappy with the picture qualityYou also stated that you were told you could cancel without penaltyYou would like the balance removed from your account Your DISH Network service was initiated on March 11, 2017, with a 24-month commitment When you contacted us on March 12, 2017, regarding your concerns with your picture, our agent offered to upgrade your equipmentThe upgrade was completed on March 13, Your service was disconnected on April 13, Since your term commitment was not fulfilled, an early termination fee of $was applied to your account On April 21, 2017, we received a payment of $This reduced your balance to $ When I spoke with you by phone on August 9, 2017, I advised you that I made an exception and reversed the balance on your account, leaving a zero balance We appreciate that you brought your customer service and installation concerns 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] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/12/04) */ December 2, Ms [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On November 24, 2015, we received your complaint, dated November 23, 2015, filed with the Revdex.com You disputed the shipping fees and tax applied to your DISH Network account I emailed you on November 30, 2015, and December 2, 2015, requesting more information as I am unable to locate the DISH Network account to which you refer Please contact me with your phone or account number so that I may assist with this issue 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] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ June 17, Mr [redacted] ** ***, [redacted] Re: Revdex.com Complaint # [redacted] Dear Mr***: On June 16, 2015, we received your correspondence, dated June 15, 2015, filed with the RevDex.com You indicated that you experienced technical issues related to streaming Sling International programmingYou requested a refund of $for one month of service A refund for $has been issued**ease allow seven to ten business days to receive the refund 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 (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
January 7, 2016Mr [redacted] ***Las Vegas, NV ***Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] :On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com.You stated that you recently disconnected your DISH Network account as you were displeased with the cost of serviceYou have since received notification that you were under a contractual commitment and that you will be charged a $early termination feeYou disagree that you were under a contract and would like the matter resolvedOur records indicate that this issue was addressed by [redacted] , a DISH Network Dispute Resolution Specialist, on December 30, She was unable to locate a contract and waived your early termination fee and return shipping chargesYou accepted this resolutionIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] .Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
[redacted] ** [redacted] *** [redacted] [redacted] Dear Ms [redacted] : On January 15, 2016, we received your complaint, dated January 13, 2016, filed with the Revdex.comYou indicated that you do not accept our response or the information we providedYou also mentioned your dissatisfaction with the customer service you receivedThe information that was provided to you was from our records and included activity on your account and a review of phone calls placed to DISH NetworkYour current balance due is $which includes $plus tax for unreturned equipment feesReturn boxes were delivered to your address on December 29, 2015, at 3:pm under UPS tracking number 1Z40388F [redacted] Once the receivers and remotes are received by us, these fees will be removedPlease keep the return tracking numbers for your recordsWe encourage you to return the equipment in a timely manner to avoid automatic charges to your credit/debit cardAuthorization to automatically debit your debit/credit card is provided in the Digital Home Advantage agreement (copy enclosed)I apologize that the customer service you received did not meet your expectationsIf 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 through Friday 7:am to 3:pm MDT ###-###-#### [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted]
Dear Ms [redacted] : On April 27, 2016, we received your complaint, dated April 24, 2016, filed with the Revdex.comYou disputed the signature on, and the information contained within, your Digital Home Advantage (DHA) agreement You also maintain that you were charged for moving your servicePlease review your DHA agreement that I sent with my previous response and note the section on changes in pricing on the first page Additionally, as I explained in my previous response, you were advised on the call that your promotional credits would be removed if you paused your serviceOur records indicate that the same signature on your DHA agreement from March 4, 2015, is on your service agreement from March 11, 2015, seven days after your initial installation Please note that as the service agreement and DHA agreement are both signed on an electronic tablet, your signature may appear distorted as the stylus may not track as quickly as a pen would Please refer to your January bill and note that the fee for our MoDeal is $0.00, which means a charge was never applied for moving your serviceWhile we regret any inconvenience, we’re unable to waive your early termination feeIf 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
June 1, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear MsBemoras: On May 25, 2016, we received your complaint, dated May 23, 2016, filed with the Revdex.com Although I received your voicemails, my attempts to contact you by phone at [redacted] on May 25, and 27, 2016, were unsuccessful; however, I left three messages You expressed concern with the technical issues that you are experiencing with your wireless Joey receiversYou indicated that you were told it was a software issue with no estimated resolution date Your service was activated on July 26, 2015, with a 24-month commitment Our records show that we offered to exchange your wireless Joey receivers; however, as stated in your complaint, you declined because of restrictions with your landlord I made an exception and waived the term commitment on your accountYou will not be charged an early termination fee if you choose to disconnect your service If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
May 31, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On May 25, 2017, we received your correspondence, dated May 24, 2017, filed with the Revdex.com I attempted to reach you at [redacted] on May 25, 30, and 31, I left three voice messages You maintain you were not provided credit for the return of the leased equipment and you are owed a refund of $ A review of your account reveals that your service was disconnected due to nonpayment on April 12, You were billed a total of $for the unreturned leased equipmentOn May 16, 2017, one Hopper and two Joey receivers were removed from the account and a credit of $was applied, leaving a balance of $ On May 24, 2017, the remaining $Joey fee was removed, leaving a balance of $for service renderedAlthough the balance is valid, an exception was made and the programming fees were removed from your accountYour refund request cannot be honored I regret that your experience did not meet your expectations 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] ***
March 14, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On March 10, 2017, we received your complaint, dated March 9, 2017, filed with the Revdex.com You said that when you moved your service to your new home, you only had three out of the four leased receivers installedYou said that you have been billed for this 4th receiver since June You requested that we provide you with a credit for the time you paid for the extra receiver when it wasn’t in use When we spoke, I confirmed that the technician installed three receivers in your home in June I informed you that our records reflect that you did not contact us to disable the receiver that was not installedI advised you that customers are responsible for reporting billing errors in a timely fashionI offered you a one-time courtesy credit of $112.00, which you accepted If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
October 24, Dear Mr [redacted] : On October 13, 2016, we received your complaint, dated October 10, 2016, filed with the Revdex.com You stated that you contacted DISH Network regarding the final balance owed on your disconnected accountYou were quoted a final balance of $You were then billed a balance of $Your attempts to resolve the matter were unsuccessful and the customer service that you encountered did not meet your expectationsYou would like the $balance honoredMy three attempts to contact you at ###-###-#### and ###-###-#### on October 13, and 18, 2016, were unsuccessfulHowever, I was able to leave a message and my contact information at ###-###-####I also sent emails to you at [redacted] @gmail.com and [redacted] @yahoo.com (enclosed), but I have not received a response A credit adjustment was applied to your account reducing the balance owed to $A new bill will generate on October 19, 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: 2:pm to11:pm MDT, MON-FRI ###-###-#### Enclosure
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ September 10, Mr [redacted] PO Box XXXXXX Clermont, FL XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 4, 2015, we received your correspondence, dated September 3, 2015, filed with the Revdex.com You said you sold your home at XXXXX [redacted] Lane, [redacted] FL XXXXXYou maintain your service was to be canceled on June 29, 2015, and you agreed to pay $You disputed the balance due for unreturned equipment and said you are unable to return it I attempted to reach you at (XXX) XXX-XXXX on September 4, and 9, I left three voice messagesAlthough you returned my call, we were unable to speak directly A review of your account shows that your service was disconnected on June 1, 2015, due to nonpaymentThe payment of $covered service rendered through the disconnection dateWe sent an email notification regarding the equipment return to you at [redacted] @coldwellbanker.com on July 4, We attempted to deliver a return box with a label to the service address on July 6, The return box was returned by UPS as undeliverable on July 21, You participated in the DISH'n It Up lease equipment upgrade with an HD DVR Duo receiverUnder this promotion, the customer agrees to return the leased equipment to DISH NetworkBecause the equipment was not returned to DISH Network, you were billed $plus taxI regret any confusion Since you maintain you are unable to return the leased equipment, I made an exception and reversed $from your accountWe ask that the remaining balance of $be paid for the equipment 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] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most customers never know what's in those agreements As was stated in the response, I never received the box to return the equipment I believe that Dish should comply with agreed final payment that I made in good faith Final Business Response / [redacted] (4000, 9, 2015/10/05) */ September 29, Mr [redacted] PO Box XXXXXX [redacted] FL XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 29, 2015, we received your rebuttal, dated September 28, 2015, filed with the Revdex.com You expressed concern with the contents of our customer agreementsYou requested that DISH Network remove the balance for the unreturned equipment Please note that all DISH Network agreements are available for our customers to review online at www.dish.com The payment of $was for service rendered onlyWe sent an email notification advising you of the equipment return to [redacted] @coldwellbanker.com on July 4, 2015, and the return box with label were returned as undeliverable to your physical address When we spoke today, I advised you that I previously made an exception and reversed half of the unreturned equipment fees from your account, as you said you no longer have the equipment to returnWe ask that the balance of $be paid 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] ***
January 20, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On January 15, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com Although I received your voicemail, my attempts to contact you by phone at [redacted] on January 15, and 19, 2016, were unsuccessful; however, I left three messages You maintain that you disconnected your service because you experienced technical issues with your Joey receivers for the past three yearsYou requested a three-month refundYou also disputed the box return fee Our records do not show that any technical issues with the Joey receiver were reported until November 30, A technician visit was completed on December 5, 2015, to address the issueYou contacted us again on December 6, 2015, and a second technician visit was scheduledThis technician visit was canceled through your online DISH Network account Your service was canceled on January 13, DISH Network provides boxes for the return of the leased equipmentA $box return fee was applied to your account for the use of our shipping label Although we are unable to honor your three-month refund request, I made an exception and applied a credit for one and a half months of serviceI also reversed the $box return feeA total refund of $was submitted to your credit card accountPlease allow three to five business days for processing 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] *
December 28, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On December 21, 2017, we received your complaint, dated December 20, 2017, filed with the Revdex.com You disputed the $early termination fee applied to your DISH Network account You claimed that a DISH Network agent added a 24-month commitment without your authorization When we spoke, I advised you that our agents do not receive a commission if you agree to a 24-month price lock promotion Our records indicate that you agreed to the terms of our Renewal Offer promotion on March 1, 2017, through your myDISH.com online account You received a reduced monthly rate and price lock since that time While our records indicate that you agreed to the terms of the Renewal Offer, and while you received the benefit of that offer, I made an exception and waived the $early termination fee as a courtesy 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] ***
March 8, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com You said that when you placed your order, you agreed to television and internet serviceHowever, you didn’t receive the internet service, and you decided to disconnect your DISH Network accountYou are disputing the early termination fee When we spoke by phone today, I advised you that our records reflect that you placed your order for our service through PlanetDish.com (888-957-3474)They provided us with a copy of your sales call recordingWe found that they set you up with EarthLink for internet serviceI also confirmed that they do service your areaTherefore, we consider the balance of $to be accurateHowever, in the interest of customer service, I offered to reduce the balance to $You agreed to my resolution and made the $payment via credit card (authorization number [redacted] )Your DISH Network account now has a zero balance 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
March 11, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com My attempts to reach you by phone on March 9, and 11, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You want an explanation as to why you have two accountsYou also questioned why your services were disconnected without notice Although you have two accounts, only one is activeThe first account was your bundled account; however, once you cancelled your service with Windstream and continued with our service, your bundled account was closed and you were given a new direct account A review of your account reveals that your service was disconnected on February 2, 2016, as you disputed a $payment taken on October 26, 2015, for the internet activation feeAnytime we receive a payment dispute, it is DISH Network’s policy to disconnect the account as the necessary payment to maintain service has not been madeWe consider the internet activation fee to be a valid charge If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted]
January 4, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 2, 2018, we received your correspondence, dated December 29, 2017, filed with the Revdex.com You requested that the satellite dish and pole mount be removed from your property When we spoke on January 3, 2017, I informed you that I was unable to locate the account you described with the information you providedI explained that the satellite dish may be from another service providerYou said that you will research this further 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] ***
January 16, Dear Mrs***: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com My attempts to contact you by phone at ###-###-#### on January 11, and 13, 2017, were unsuccessful; however, I left three messages You maintain that you were not provided with the monthly credit promised for the referral of a new customer In order for you to qualify for the monthly referral credit, the referred account must be activated with a referral certificate associated to your DISH Network accountWe do not show that one of your referral certificates was recently used to establish serviceNevertheless, I made an exception and I applied a monthly credit of $to your account for the next ten months 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-Friday, 6:am – 3:pm MDT ###-###-####
December 21, Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs [redacted] : On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com My attempts to contact you by phone at [redacted] on December 18, and 20, 2017, were unsuccessful; however, I left three messagesI also sent an email to [redacted] You maintain that you did not receive a billing statement showing the Pay-Per-View (PPV) movies that you orderedYou also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns Please be advised that all DISH Network charges are reflected on your billing statements Our records show that two PPVs were ordered on December 2, Although we received a manual payment of $to cover the balance due for your November 25, 2017, billing statement, a payment of $was automatically debited on December 11, 2017, for the remaining amount due of $for the PPV charges As your billing statements generate on the 25th of each month, the PPV charges, along with the payment, will be reflected on the billing statement that generates on December 25, We appreciate that you brought your customer service concerns 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, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
December 21, Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs [redacted] : On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com You said that the early termination fee was disclosed to you incorrectly and you only received video service, even though your order was for both video and internet serviceYou requested that the early termination fee be waived and to receive a refund for the $debited from your credit card account When we spoke today, I informed you that your order was placed by an independent retailer, [redacted] ***DISH Network only received the order for your video serviceWe apologize for this and the issue will be addressed You confirmed that the payment of $was made to [redacted] ***--not DISH Network--and you are working with your financial institution to reverse the payment Although your early termination fee is valid, I made an exception and waived itWe 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 (720) 514- Sincerely, Gabriel R [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 25, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com You said that when you canceled your DISH Network service, you had a zero balanceYou disputed the collection attempts and you requested a refund When we spoke today, I advised you that the balance of $is for service rendered by dishNET Wireline Nevertheless, I removed the balance from your accountAs of March 22, 2016, your DISH Network account is at a zero balance A refund of $was applied to your credit card account ending in on March 24, This information will be updated with the credit bureaus; please allow eight weeks for processing 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 to 2:pm MST [redacted]
August 14, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On August 7, 2017, we received your complaint, dated August 5, 2017, filed with the Revdex.com You expressed concern with the balance on your DISH Network accountYou maintain that you contacted us the same day your service was installed because you were unhappy with the picture qualityYou also stated that you were told you could cancel without penaltyYou would like the balance removed from your account Your DISH Network service was initiated on March 11, 2017, with a 24-month commitment When you contacted us on March 12, 2017, regarding your concerns with your picture, our agent offered to upgrade your equipmentThe upgrade was completed on March 13, Your service was disconnected on April 13, Since your term commitment was not fulfilled, an early termination fee of $was applied to your account On April 21, 2017, we received a payment of $This reduced your balance to $ When I spoke with you by phone on August 9, 2017, I advised you that I made an exception and reversed the balance on your account, leaving a zero balance We appreciate that you brought your customer service and installation concerns 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] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/12/04) */ December 2, Ms [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On November 24, 2015, we received your complaint, dated November 23, 2015, filed with the Revdex.com You disputed the shipping fees and tax applied to your DISH Network account I emailed you on November 30, 2015, and December 2, 2015, requesting more information as I am unable to locate the DISH Network account to which you refer Please contact me with your phone or account number so that I may assist with this issue 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] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ June 17, Mr [redacted] ** ***, [redacted] Re: Revdex.com Complaint # [redacted] Dear Mr***: On June 16, 2015, we received your correspondence, dated June 15, 2015, filed with the RevDex.com You indicated that you experienced technical issues related to streaming Sling International programmingYou requested a refund of $for one month of service A refund for $has been issued**ease allow seven to ten business days to receive the refund 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 (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
January 7, 2016Mr [redacted] ***Las Vegas, NV ***Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] :On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com.You stated that you recently disconnected your DISH Network account as you were displeased with the cost of serviceYou have since received notification that you were under a contractual commitment and that you will be charged a $early termination feeYou disagree that you were under a contract and would like the matter resolvedOur records indicate that this issue was addressed by [redacted] , a DISH Network Dispute Resolution Specialist, on December 30, She was unable to locate a contract and waived your early termination fee and return shipping chargesYou accepted this resolutionIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] .Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
[redacted] ** [redacted] *** [redacted] [redacted] Dear Ms [redacted] : On January 15, 2016, we received your complaint, dated January 13, 2016, filed with the Revdex.comYou indicated that you do not accept our response or the information we providedYou also mentioned your dissatisfaction with the customer service you receivedThe information that was provided to you was from our records and included activity on your account and a review of phone calls placed to DISH NetworkYour current balance due is $which includes $plus tax for unreturned equipment feesReturn boxes were delivered to your address on December 29, 2015, at 3:pm under UPS tracking number 1Z40388F [redacted] Once the receivers and remotes are received by us, these fees will be removedPlease keep the return tracking numbers for your recordsWe encourage you to return the equipment in a timely manner to avoid automatic charges to your credit/debit cardAuthorization to automatically debit your debit/credit card is provided in the Digital Home Advantage agreement (copy enclosed)I apologize that the customer service you received did not meet your expectationsIf 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 through Friday 7:am to 3:pm MDT ###-###-#### [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted]
Dear Ms [redacted] : On April 27, 2016, we received your complaint, dated April 24, 2016, filed with the Revdex.comYou disputed the signature on, and the information contained within, your Digital Home Advantage (DHA) agreement You also maintain that you were charged for moving your servicePlease review your DHA agreement that I sent with my previous response and note the section on changes in pricing on the first page Additionally, as I explained in my previous response, you were advised on the call that your promotional credits would be removed if you paused your serviceOur records indicate that the same signature on your DHA agreement from March 4, 2015, is on your service agreement from March 11, 2015, seven days after your initial installation Please note that as the service agreement and DHA agreement are both signed on an electronic tablet, your signature may appear distorted as the stylus may not track as quickly as a pen would Please refer to your January bill and note that the fee for our MoDeal is $0.00, which means a charge was never applied for moving your serviceWhile we regret any inconvenience, we’re unable to waive your early termination feeIf 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
June 1, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear MsBemoras: On May 25, 2016, we received your complaint, dated May 23, 2016, filed with the Revdex.com Although I received your voicemails, my attempts to contact you by phone at [redacted] on May 25, and 27, 2016, were unsuccessful; however, I left three messages You expressed concern with the technical issues that you are experiencing with your wireless Joey receiversYou indicated that you were told it was a software issue with no estimated resolution date Your service was activated on July 26, 2015, with a 24-month commitment Our records show that we offered to exchange your wireless Joey receivers; however, as stated in your complaint, you declined because of restrictions with your landlord I made an exception and waived the term commitment on your accountYou will not be charged an early termination fee if you choose to disconnect your service If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
May 31, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On May 25, 2017, we received your correspondence, dated May 24, 2017, filed with the Revdex.com I attempted to reach you at [redacted] on May 25, 30, and 31, I left three voice messages You maintain you were not provided credit for the return of the leased equipment and you are owed a refund of $ A review of your account reveals that your service was disconnected due to nonpayment on April 12, You were billed a total of $for the unreturned leased equipmentOn May 16, 2017, one Hopper and two Joey receivers were removed from the account and a credit of $was applied, leaving a balance of $ On May 24, 2017, the remaining $Joey fee was removed, leaving a balance of $for service renderedAlthough the balance is valid, an exception was made and the programming fees were removed from your accountYour refund request cannot be honored I regret that your experience did not meet your expectations 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] ***
March 14, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On March 10, 2017, we received your complaint, dated March 9, 2017, filed with the Revdex.com You said that when you moved your service to your new home, you only had three out of the four leased receivers installedYou said that you have been billed for this 4th receiver since June You requested that we provide you with a credit for the time you paid for the extra receiver when it wasn’t in use When we spoke, I confirmed that the technician installed three receivers in your home in June I informed you that our records reflect that you did not contact us to disable the receiver that was not installedI advised you that customers are responsible for reporting billing errors in a timely fashionI offered you a one-time courtesy credit of $112.00, which you accepted If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
October 24, Dear Mr [redacted] : On October 13, 2016, we received your complaint, dated October 10, 2016, filed with the Revdex.com You stated that you contacted DISH Network regarding the final balance owed on your disconnected accountYou were quoted a final balance of $You were then billed a balance of $Your attempts to resolve the matter were unsuccessful and the customer service that you encountered did not meet your expectationsYou would like the $balance honoredMy three attempts to contact you at ###-###-#### and ###-###-#### on October 13, and 18, 2016, were unsuccessfulHowever, I was able to leave a message and my contact information at ###-###-####I also sent emails to you at [redacted] @gmail.com and [redacted] @yahoo.com (enclosed), but I have not received a response A credit adjustment was applied to your account reducing the balance owed to $A new bill will generate on October 19, 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: 2:pm to11:pm MDT, MON-FRI ###-###-#### Enclosure
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ September 10, Mr [redacted] PO Box XXXXXX Clermont, FL XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 4, 2015, we received your correspondence, dated September 3, 2015, filed with the Revdex.com You said you sold your home at XXXXX [redacted] Lane, [redacted] FL XXXXXYou maintain your service was to be canceled on June 29, 2015, and you agreed to pay $You disputed the balance due for unreturned equipment and said you are unable to return it I attempted to reach you at (XXX) XXX-XXXX on September 4, and 9, I left three voice messagesAlthough you returned my call, we were unable to speak directly A review of your account shows that your service was disconnected on June 1, 2015, due to nonpaymentThe payment of $covered service rendered through the disconnection dateWe sent an email notification regarding the equipment return to you at [redacted] @coldwellbanker.com on July 4, We attempted to deliver a return box with a label to the service address on July 6, The return box was returned by UPS as undeliverable on July 21, You participated in the DISH'n It Up lease equipment upgrade with an HD DVR Duo receiverUnder this promotion, the customer agrees to return the leased equipment to DISH NetworkBecause the equipment was not returned to DISH Network, you were billed $plus taxI regret any confusion Since you maintain you are unable to return the leased equipment, I made an exception and reversed $from your accountWe ask that the remaining balance of $be paid for the equipment 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] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most customers never know what's in those agreements As was stated in the response, I never received the box to return the equipment I believe that Dish should comply with agreed final payment that I made in good faith Final Business Response / [redacted] (4000, 9, 2015/10/05) */ September 29, Mr [redacted] PO Box XXXXXX [redacted] FL XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 29, 2015, we received your rebuttal, dated September 28, 2015, filed with the Revdex.com You expressed concern with the contents of our customer agreementsYou requested that DISH Network remove the balance for the unreturned equipment Please note that all DISH Network agreements are available for our customers to review online at www.dish.com The payment of $was for service rendered onlyWe sent an email notification advising you of the equipment return to [redacted] @coldwellbanker.com on July 4, 2015, and the return box with label were returned as undeliverable to your physical address When we spoke today, I advised you that I previously made an exception and reversed half of the unreturned equipment fees from your account, as you said you no longer have the equipment to returnWe ask that the balance of $be paid 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] ***