Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ July 1, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 26, 2015, we received your complaint, dated July 24, 2015, filed with the Revdex.com My attempts to contact you by phone at (XXX) XXX-XXXX on June 26, and 30, 2015, were unsuccessful; however, I left three messages You expressed concern with the following issues: Internet service Technical issues Service disconnection Equipment return Account balance Collections Customer service You indicated that you were unable to use the internet service because it would not connectYou were also unable to stream and had to purchase additional capacityThe Data Allowance Policy was designed to ensure that all internet customers have equal access to the networkThese policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowedDISH Network has the option of additional capacity for more internet usage; however, the additional capacity is not included in the internet package Please note that common causes of high usage include the following: Downloading or streaming media (movies, TV, music videos, conferencing) Using download or streaming services (You Tube, HBO Go, etc.) Unsecured wireless router Smartphone/tablet using wireless connection You maintain that you experienced unresolved technical issues with your TV service for three months and you were told that all of your equipment would have to be replacedA review of the customer service calls found that we were only contacted regarding technical issues on December 30, 2014, and January 1, The call on December 30, 2014, was for technical assistance with the two Joey receiversWhile we offered to ship replacement receivers to your home, you declined and stated that you were planning to establish service with a different provider in the next monthThe call on January 1, 2015, revealed that the technical concern was with the Hopper receiver; however, this issue was resolved during the phone call the same dayOur representative offered to replace the Hopper as a precautionary measure, but you declined Our records do not show that you contacted us to cancel your service, and your service was disconnected for non-payment on February 1, Although you said that you returned all of the leased equipment, we do not show that the TRIA (piece on the internet satellite dish) was received You disputed the balance of $1,on your accountYour TV service was activated on May 7, 2014, with a 24-month commitmentA second 24-month commitment was added on May 30, 2014, when you established your internet serviceEnclosed are copies of the contractual agreements for your reviewThe balance of $1,includes the following (plus taxes): Unpaid service balance of $ TV early termination fee of $ Internet early termination fee of $ Unreturned TRIA fee of $ Two box return fees of $each I made an exception and waived the internet early termination fee and the unreturned TRIA feeThis reduced the balance to $1,Because you did not allow us the opportunity to resolve your issues and you were provided with TV and internet services through the disconnection date, the balance is valid You disputed the reporting of the balance to collections and would like it removedSince the balance was not paid, it was referred to collections on March 2, Once the balance is paid, it will be updated with the collection agency You expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsThe customer service calls that were reviewed found that our representatives followed standard procedure and did not act inappropriately 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 Enclosures (2) cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with this resolutionI attempted to contact Dish multiple times to resolve the problems I had with internet and TV services for a period of at least monthsI literally had no cable and no internet for the last remaining months with Dish, because the boxes failed The conversations that were reviewed were some of the very last conversations I had with representatives, at one point I was calling in once a week to report these issues and find some resolveThe reps would try to work to reboot my systems from home at which time I may have service for a day or so but than the same problem would present itself again within daysAfter the rudeness and shortness I encountered from the representatives on more than one occasion, I decided that I did not want to keep my service with Dish to the lack of professionalism I constantly dealt with and the inability and lack of knowledge the reps displayed to me the consumer on a multitude of occasions I am more than willing to pay the which is the total of services I used even though I feel like that is unfair to be charged...however to have to pay the TV early termination fee is not fair nor just being as though again....services promised were not deliveredI gave Dish multiple chances to resolve this issue before deciding to cancel my serviceThe boxes I received were practically brand new and should not have had to be replaced unless they were already damaged upon installation I have maintained careful record of my communications with you for the purpose of filing a complaint with the FTCI further remind you that, as in Wenger vTrans Union Corp., No95-6445(C.D.calNov.14,1995) you may be liable for the inaccuracy of payments you have listed that I oweI do plan to escalate this issue on a legal level if a fair agreement cannot be reached V/r, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with this because services provided were not deliveredMultiple times techs attempted to walk me through television cable reboots and satellite reboots and all were unsuccesfulI went with television service tgat repeatefly cut on and off for ni less than a period id two monthdI an suprised myltiple calls to yoyr techs are not on record however my final call was? I did give Dish network multiple times to resolve this issue via tech walk through and satellite reboots, only on mvery last call was I told that the equipment needed replaced possibly to resolve the issueI find it not only ironic but insulting that the only call recorded was my very last one where I indicated I would be terminating my service due to the poor customer service experience I was provided with by multiple timesI am aware of my rights as a consuner and I am prepared to escalate this issue to a higher level with FDRCA Final Business Response / [redacted] (4000, 13, 2015/08/06) */ July 31, Ms [redacted] Summers Ridge Dr Odenton, MD XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 31, 2015, we received your complaint, dated July 30, 2015, filed with the Revdex.com You continue to dispute the balance of $1,on your accountYou maintain that you experienced technical issues with your service for two months and called in numerous times The calls we found on September 2, 2014, November 17, 2014, and November 25, 2014, were related to your billingPlease be advised that we did not find any calls in October 2014, which is the month you claim that technical issues began As previously explained, we did not find that technical issues were reported until you contacted us on December 31, 2014, and January 1, You declined our offers to replace the equipment; therefore, not allowing DISH Network the opportunity to resolve the issues While we regret that you do not agree with our findings, the balance on your account remains valid If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, Ana Vigil 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] ***
Dear Ms***: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.comYou indicated that you were not happy with my resolution and you expressed concern that we did not review your bank statementsWhen we spoke by phone, I advised you that our records reflect that manual payments were attempted through your online account and your receiver; however, these payments failedAs I stated, we only attempted to debit your bank account one time through the AutoPay systemAs such, I’m offering you one credit of $ I regret that you are not satisfied with my offer; however, with the lack of evidence, I am unable to provide you with more creditsIf 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ June 1, Ms [redacted] Grand St Middleburg, PA XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with the Revdex.com You stated that DISH Network has billed you $for unreturned leased equipmentYou indicated that you returned the equipment in question and you requested that the charge be removed When we spoke today, I confirmed that a $credit was applied to your account on May 28, 2015, to resolve the equipment chargeYou stated that you accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, Shelley Antrillo 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] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ July 22, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the Revdex.com You said that you were advised that you would receive a $refund, but you did not receive it I attempted to reach you at (XXX) XXX-XXXX on July 20, and 22, 2015, and I left three voicemails In my last message, I advised you that a refund of $was sent to your credit/debit card account on July 15, The refund was not previously processed due to the outstanding balance on the account We sincerely regret any inconvenience this issue [redacted] 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 Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was refunded my moneyThat's how I wanted it settled
September 19, Dear Mr***: On September 12, 2016, we received your complaint, dated September 9, 2016, filed with the Revdex.comMy attempts to reach you by phone on September 15, and 19, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that you were told that we offer 4k channels, but you found that to be untrueYou said that you disconnected your account and you request that we waive your early termination fee and provide you with a refund I reviewed the recording of your sales call and I found that when you asked our agent about 4k, he told you that all we currently offer is Pay-Per-View or Video on Demand in 4k and that no channels are availableBecause I didn’t find that you were misinformed, we consider the contract to be valid and are unable to provide you with a 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
June 20, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On June 20, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com You stated that DISH Network is sending you advertisements that you do not wish to receiveYou indicated that you continue to receive them even after you contacted DISH Network and requested that they ceaseYou would like this resolved When we spoke today, I apologized for the inconvenience and I offered to place your information on our Do Not Contact listAdditionally, our Marketing Department was notified You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Since October of dish has cut my channels several times including some of the ones listed in their smallest packageI currently get much fewer channels than what is in their smallest packageNamely the ones that I watched on a regular basisTo the point that I only leave on the TV for the dogs companionship while I'm goneI currently use the internet for my entertainmentHulu Plus, YouTube, Netflix, ETCI now get far and beyond what dish can offerI don't see how dish network continues to stay in business with the way they treat people Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ July 22, Mr [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On July 21, 2015, we received your complaint, dated July 17, 2015, filed with the Revdex.com You indicated that you acquired your DISH Network service through a door-to-door sales representative who told you there was no commitmentHe also did not tell you that you were signing a 24-month agreement and you were unaware of the early termination fee when you chose to disconnect the service When I spoke with you by telephone today, I informed you that your account was established by Dish OneAs an exception, I removed the $early termination fee and the $box return feeI submitted a refund for $63.87, since you had a credit balance left from your last paymentThere is no balance due to DISH Network Please return the Hopper and Joey receivers and remotes to avoid unreturned equipment fees If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/20) */ May 15, Mr [redacted] E [redacted] St ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On May 13, 2015, we received your correspondence, dated May 12, 2015, filed with the Revdex.com You stated that you contacted DISH Network in November and requested that your service be disconnected; however, your account was placed on DISH PauseOnce the maximum nine-month time frame expired, your programming was automatically reactivatedYour account is now disconnected, but there is a balance owed for your early termination fee and programmingSince your account was not disconnected as you requested, you asked that this account balance be resolved When we spoke today, I confirmed that your account is disconnected and I agreed to waive your early termination fee, resolving the account balanceYou stated that this concludes the matter 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] ***
November 21, Dear Mrand Mrs***: On November 15, 2016, we received your correspondence, dated November 12, 2016, filed with the Revdex.com You said that the co-owner of your property passed awayYou requested to lower the monthly billing rate or to cancel serviceYou provided feedback regarding the customer service you received On behalf of DISH Network, I would like to offer you my sincere condolences for your loss When we spoke today, I offered to reduce the early termination fee to $You accepted this resolutionPer your request, I disconnected the service You also agreed to return the leased equipment to DISH NetworkA return box and label will be delivered to your address by UPS We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agentsWe regret any inconvenience you may have experienced 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 to 2:pm MST ###-###-####
July 15, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] ***: On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com You said you were told that we carry your local Fox channel, your receiver would be able to stream Netflix and that you could watch your service on the gYou were also told that you would need a new receiver which would cost you moreYou expressed concern regarding the early termination fee When we spoke by phone, I told you that I was unable to find a copy of the recording of your sales callTherefore, I am unable to confirm what you were or were not toldI offered to upgrade your receiver to the Hopper at no cost so that you would be able to stream Netflix and watch your service on the goI also offered you an alternative to release you from your contract without penalty and send you a refund of $You chose my second offerPer your request, your account will be disconnected on August 3, I also waived your return shipping costs and I provided you with our equipment return policy 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am, however, highly disappointed that Dish would charge customers (weather through contracts or upgrade fees) to solve technical issues they themselves createdEven more so, that arise would place me under a month co tract without my consent and against my numerous statements to a fish representatives that I would not do a contractIt shouldn't have ever come to a point where I needed to file a complaint, and I have to assume I am not the only customer this has been done toShame on Dish! Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ October 1, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On September 29, 2015, we received your complaint, dated September 28, 2015, filed with the Revdex.com You disputed the early termination fees applied to your DISH Network accountYou indicated that you experienced technical issues with your internet service and you did not accept the placement of the dish When we spoke, I advised you that DISH Network has no control over where you move or whether your new property will have a line of sightI also explained that our customer agreement provides that your 24-month commitment applies even if you change locations A review of your account reveals that we were not contacted concerning technical issues with your internet service As DISH Network is able to provide you with service and as we were not given an opportunity to resolve any technical issues you may have experienced, I am unable to waive your early termination fees 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] Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ June 25, 2015 Ms. [redacted] 1267 S. Ammons St. Lakewood, CO XXXXX-XXXX Re: BBB Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms. [redacted] : On June 25, 2015, we received your complaint, dated June 23, 2015, filed... with the RevDex.com. You expressed concern with the following issues: DISH Pause Billing Equipment Collections You indicated that you disconnected your DISH Network service, but it was placed on DISH Pause instead. When DISH Pause expired, the service was restarted and you were billed for three months without notification. Our records reveal that this account was on DISH Pause for nine months. An email was sent to ***@chipotle.com on February 6, 2015, notifying you that your service was restarted. When I spoke with you by telephone today, I informed you that a review of your account reveals that you contacted us on May 9, 2014, to disconnect your service. A one-time $50.00 credit was previously applied to your account for programming charges. I removed the remaining charges of $272.78. You were charged for unreturned equipment and made a payment of $306.31. The equipment fees were reversed when the equipment was returned. I submitted a refund for $306.31. You disputed that your account was referred to collections, even as you did not receive a billing statement. We show that billing statements were mailed to the address on the account on March 4, 2015; April 4, 2015; May 4, 2015; May 15, 2015, and June 15, 2015. The account was not referred to collections until June 16, 2015. Nevertheless, I requested that the account be removed from your credit report. If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX. Sincerely, Gerri Santistevan Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (XXX) XXX-XXXX cc: Denver / Boulder RevDex.com 1020 Cherokee St. Denver, CO XXXXX [redacted] Complaint Response Date bumped because: Holiday
January 7, 2016 Ms. [redacted] ** [redacted] Re: BBB Complaint # [redacted] [redacted] - [redacted] Dear Ms. ***- [redacted] : On January 6, 2016, we received your rebuttal, dated January 2, 2016, filed with the RevDex.com. Your issue is currently under review – you will receive a resolution in 24 to 48 hours. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ( [redacted]
Complaint: [redacted] I am rejecting this response because: I submitted the documents on January I have contacted MsA [redacted] again about the documentsHopefully this will be resolved soon Sincerely, [redacted]
Dear Ms [redacted] : On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.comYou said that you were told your rate would be $a month and that this rate is not being honoredYou requested that we honor the rate you were quoted and provide a credit for the month you were billed moreWhen we spoke by phone, I told you that our records don’t reflect that we offered you a rate of $On June 1, 2015, we offered you a $monthly credit for six monthsWe provided the credit and at this point no further credits will be offeredI also advised you that I will forward the information about the agents with whom you spoke to the appropriate personnelIf 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ November 5, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On November 4, 2015, we received your complaint, dated November 3, 2015, filed with the Revdex.com You said that you received a flyer offer for a one-year contract that was not honored and you didn't receive your $gift cardYou requested that we release you from your contract, as you are not satisfied with the service When we spoke, I informed you that our offer is for a one-year discount with a two-year contractAdditionally, we emailed you a sales confirmation email on the day your order was placed which outlined your promotion and provided you with a link to review the contract before the technician came to install the service Our records reflect that you did not qualify for the gift card, but we did offer you a $account credit for the confusion, which you accepted We consider the contract to be valid; however, I offered to reduce your early termination fee from $to $You said that you will consider my offer If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
[redacted] ** [redacted] *** [redacted] ... [redacted] Dear Mr. [redacted] :On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the RevDex.com.I unsuccessfully attempted to contact you at [redacted] on January 8, 12 and 14, 2016, and I left three messages. You indicated that you contacted Windstream for bundled service with [redacted] Network, but you canceled the order for [redacted] Network and you requested a $50.00 refund.A review of this account reveals that the order was canceled and we issued a $50.00 refund on September 17, 2015. The funds were returned to the credit card account ending in ***.Both the charge and the debit (which cancel each other out) are shown on your Windstream bill. Therefore, no further refund is due.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations Team [redacted] Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT###-###-####cc: Denver / Boulder RevDex.com 1020 Cherokee St. Denver, CO 80204 [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ July 1, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 26, 2015, we received your complaint, dated July 24, 2015, filed with the Revdex.com My attempts to contact you by phone at (XXX) XXX-XXXX on June 26, and 30, 2015, were unsuccessful; however, I left three messages You expressed concern with the following issues: Internet service Technical issues Service disconnection Equipment return Account balance Collections Customer service You indicated that you were unable to use the internet service because it would not connectYou were also unable to stream and had to purchase additional capacityThe Data Allowance Policy was designed to ensure that all internet customers have equal access to the networkThese policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowedDISH Network has the option of additional capacity for more internet usage; however, the additional capacity is not included in the internet package Please note that common causes of high usage include the following: Downloading or streaming media (movies, TV, music videos, conferencing) Using download or streaming services (You Tube, HBO Go, etc.) Unsecured wireless router Smartphone/tablet using wireless connection You maintain that you experienced unresolved technical issues with your TV service for three months and you were told that all of your equipment would have to be replacedA review of the customer service calls found that we were only contacted regarding technical issues on December 30, 2014, and January 1, The call on December 30, 2014, was for technical assistance with the two Joey receiversWhile we offered to ship replacement receivers to your home, you declined and stated that you were planning to establish service with a different provider in the next monthThe call on January 1, 2015, revealed that the technical concern was with the Hopper receiver; however, this issue was resolved during the phone call the same dayOur representative offered to replace the Hopper as a precautionary measure, but you declined Our records do not show that you contacted us to cancel your service, and your service was disconnected for non-payment on February 1, Although you said that you returned all of the leased equipment, we do not show that the TRIA (piece on the internet satellite dish) was received You disputed the balance of $1,on your accountYour TV service was activated on May 7, 2014, with a 24-month commitmentA second 24-month commitment was added on May 30, 2014, when you established your internet serviceEnclosed are copies of the contractual agreements for your reviewThe balance of $1,includes the following (plus taxes): Unpaid service balance of $ TV early termination fee of $ Internet early termination fee of $ Unreturned TRIA fee of $ Two box return fees of $each I made an exception and waived the internet early termination fee and the unreturned TRIA feeThis reduced the balance to $1,Because you did not allow us the opportunity to resolve your issues and you were provided with TV and internet services through the disconnection date, the balance is valid You disputed the reporting of the balance to collections and would like it removedSince the balance was not paid, it was referred to collections on March 2, Once the balance is paid, it will be updated with the collection agency You expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsThe customer service calls that were reviewed found that our representatives followed standard procedure and did not act inappropriately 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 Enclosures (2) cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with this resolutionI attempted to contact Dish multiple times to resolve the problems I had with internet and TV services for a period of at least monthsI literally had no cable and no internet for the last remaining months with Dish, because the boxes failed The conversations that were reviewed were some of the very last conversations I had with representatives, at one point I was calling in once a week to report these issues and find some resolveThe reps would try to work to reboot my systems from home at which time I may have service for a day or so but than the same problem would present itself again within daysAfter the rudeness and shortness I encountered from the representatives on more than one occasion, I decided that I did not want to keep my service with Dish to the lack of professionalism I constantly dealt with and the inability and lack of knowledge the reps displayed to me the consumer on a multitude of occasions I am more than willing to pay the which is the total of services I used even though I feel like that is unfair to be charged...however to have to pay the TV early termination fee is not fair nor just being as though again....services promised were not deliveredI gave Dish multiple chances to resolve this issue before deciding to cancel my serviceThe boxes I received were practically brand new and should not have had to be replaced unless they were already damaged upon installation I have maintained careful record of my communications with you for the purpose of filing a complaint with the FTCI further remind you that, as in Wenger vTrans Union Corp., No95-6445(C.D.calNov.14,1995) you may be liable for the inaccuracy of payments you have listed that I oweI do plan to escalate this issue on a legal level if a fair agreement cannot be reached V/r, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with this because services provided were not deliveredMultiple times techs attempted to walk me through television cable reboots and satellite reboots and all were unsuccesfulI went with television service tgat repeatefly cut on and off for ni less than a period id two monthdI an suprised myltiple calls to yoyr techs are not on record however my final call was? I did give Dish network multiple times to resolve this issue via tech walk through and satellite reboots, only on mvery last call was I told that the equipment needed replaced possibly to resolve the issueI find it not only ironic but insulting that the only call recorded was my very last one where I indicated I would be terminating my service due to the poor customer service experience I was provided with by multiple timesI am aware of my rights as a consuner and I am prepared to escalate this issue to a higher level with FDRCA Final Business Response / [redacted] (4000, 13, 2015/08/06) */ July 31, Ms [redacted] Summers Ridge Dr Odenton, MD XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 31, 2015, we received your complaint, dated July 30, 2015, filed with the Revdex.com You continue to dispute the balance of $1,on your accountYou maintain that you experienced technical issues with your service for two months and called in numerous times The calls we found on September 2, 2014, November 17, 2014, and November 25, 2014, were related to your billingPlease be advised that we did not find any calls in October 2014, which is the month you claim that technical issues began As previously explained, we did not find that technical issues were reported until you contacted us on December 31, 2014, and January 1, You declined our offers to replace the equipment; therefore, not allowing DISH Network the opportunity to resolve the issues While we regret that you do not agree with our findings, the balance on your account remains valid If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, Ana Vigil 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] ***
Dear Ms***: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.comYou indicated that you were not happy with my resolution and you expressed concern that we did not review your bank statementsWhen we spoke by phone, I advised you that our records reflect that manual payments were attempted through your online account and your receiver; however, these payments failedAs I stated, we only attempted to debit your bank account one time through the AutoPay systemAs such, I’m offering you one credit of $ I regret that you are not satisfied with my offer; however, with the lack of evidence, I am unable to provide you with more creditsIf 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ June 1, Ms [redacted] Grand St Middleburg, PA XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with the Revdex.com You stated that DISH Network has billed you $for unreturned leased equipmentYou indicated that you returned the equipment in question and you requested that the charge be removed When we spoke today, I confirmed that a $credit was applied to your account on May 28, 2015, to resolve the equipment chargeYou stated that you accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, Shelley Antrillo 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] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ July 22, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the Revdex.com You said that you were advised that you would receive a $refund, but you did not receive it I attempted to reach you at (XXX) XXX-XXXX on July 20, and 22, 2015, and I left three voicemails In my last message, I advised you that a refund of $was sent to your credit/debit card account on July 15, The refund was not previously processed due to the outstanding balance on the account We sincerely regret any inconvenience this issue [redacted] 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 Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was refunded my moneyThat's how I wanted it settled
September 19, Dear Mr***: On September 12, 2016, we received your complaint, dated September 9, 2016, filed with the Revdex.comMy attempts to reach you by phone on September 15, and 19, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that you were told that we offer 4k channels, but you found that to be untrueYou said that you disconnected your account and you request that we waive your early termination fee and provide you with a refund I reviewed the recording of your sales call and I found that when you asked our agent about 4k, he told you that all we currently offer is Pay-Per-View or Video on Demand in 4k and that no channels are availableBecause I didn’t find that you were misinformed, we consider the contract to be valid and are unable to provide you with a 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
June 20, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On June 20, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com You stated that DISH Network is sending you advertisements that you do not wish to receiveYou indicated that you continue to receive them even after you contacted DISH Network and requested that they ceaseYou would like this resolved When we spoke today, I apologized for the inconvenience and I offered to place your information on our Do Not Contact listAdditionally, our Marketing Department was notified You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Since October of dish has cut my channels several times including some of the ones listed in their smallest packageI currently get much fewer channels than what is in their smallest packageNamely the ones that I watched on a regular basisTo the point that I only leave on the TV for the dogs companionship while I'm goneI currently use the internet for my entertainmentHulu Plus, YouTube, Netflix, ETCI now get far and beyond what dish can offerI don't see how dish network continues to stay in business with the way they treat people Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ July 22, Mr [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On July 21, 2015, we received your complaint, dated July 17, 2015, filed with the Revdex.com You indicated that you acquired your DISH Network service through a door-to-door sales representative who told you there was no commitmentHe also did not tell you that you were signing a 24-month agreement and you were unaware of the early termination fee when you chose to disconnect the service When I spoke with you by telephone today, I informed you that your account was established by Dish OneAs an exception, I removed the $early termination fee and the $box return feeI submitted a refund for $63.87, since you had a credit balance left from your last paymentThere is no balance due to DISH Network Please return the Hopper and Joey receivers and remotes to avoid unreturned equipment fees If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/20) */ May 15, Mr [redacted] E [redacted] St ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On May 13, 2015, we received your correspondence, dated May 12, 2015, filed with the Revdex.com You stated that you contacted DISH Network in November and requested that your service be disconnected; however, your account was placed on DISH PauseOnce the maximum nine-month time frame expired, your programming was automatically reactivatedYour account is now disconnected, but there is a balance owed for your early termination fee and programmingSince your account was not disconnected as you requested, you asked that this account balance be resolved When we spoke today, I confirmed that your account is disconnected and I agreed to waive your early termination fee, resolving the account balanceYou stated that this concludes the matter 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] ***
November 21, Dear Mrand Mrs***: On November 15, 2016, we received your correspondence, dated November 12, 2016, filed with the Revdex.com You said that the co-owner of your property passed awayYou requested to lower the monthly billing rate or to cancel serviceYou provided feedback regarding the customer service you received On behalf of DISH Network, I would like to offer you my sincere condolences for your loss When we spoke today, I offered to reduce the early termination fee to $You accepted this resolutionPer your request, I disconnected the service You also agreed to return the leased equipment to DISH NetworkA return box and label will be delivered to your address by UPS We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agentsWe regret any inconvenience you may have experienced 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 to 2:pm MST ###-###-####
July 15, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] ***: On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com You said you were told that we carry your local Fox channel, your receiver would be able to stream Netflix and that you could watch your service on the g
You were also told that you would need a new receiver which would cost you moreYou expressed concern regarding the early termination fee When we spoke by phone, I told you that I was unable to find a copy of the recording of your sales callTherefore, I am unable to confirm what you were or were not toldI offered to upgrade your receiver to the Hopper at no cost so that you would be able to stream Netflix and watch your service on the goI also offered you an alternative to release you from your contract without penalty and send you a refund of $You chose my second offerPer your request, your account will be disconnected on August 3, I also waived your return shipping costs and I provided you with our equipment return policy 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am, however, highly disappointed that Dish would charge customers (weather through contracts or upgrade fees) to solve technical issues they themselves createdEven more so, that arise would place me under a month co tract without my consent and against my numerous statements to a fish representatives that I would not do a contractIt shouldn't have ever come to a point where I needed to file a complaint, and I have to assume I am not the only customer this has been done toShame on Dish! Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ October 1, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On September 29, 2015, we received your complaint, dated September 28, 2015, filed with the Revdex.com You disputed the early termination fees applied to your DISH Network accountYou indicated that you experienced technical issues with your internet service and you did not accept the placement of the dish When we spoke, I advised you that DISH Network has no control over where you move or whether your new property will have a line of sightI also explained that our customer agreement provides that your 24-month commitment applies even if you change locations A review of your account reveals that we were not contacted concerning technical issues with your internet service As DISH Network is able to provide you with service and as we were not given an opportunity to resolve any technical issues you may have experienced, I am unable to waive your early termination fees 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] Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ June 25, 2015 Ms. [redacted] 1267 S. Ammons St. Lakewood, CO XXXXX-XXXX Re: BBB Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms. [redacted] : On June 25, 2015, we received your complaint, dated June 23, 2015, filed... with the RevDex.com. You expressed concern with the following issues: DISH Pause Billing Equipment Collections You indicated that you disconnected your DISH Network service, but it was placed on DISH Pause instead. When DISH Pause expired, the service was restarted and you were billed for three months without notification. Our records reveal that this account was on DISH Pause for nine months. An email was sent to ***@chipotle.com on February 6, 2015, notifying you that your service was restarted. When I spoke with you by telephone today, I informed you that a review of your account reveals that you contacted us on May 9, 2014, to disconnect your service. A one-time $50.00 credit was previously applied to your account for programming charges. I removed the remaining charges of $272.78. You were charged for unreturned equipment and made a payment of $306.31. The equipment fees were reversed when the equipment was returned. I submitted a refund for $306.31. You disputed that your account was referred to collections, even as you did not receive a billing statement. We show that billing statements were mailed to the address on the account on March 4, 2015; April 4, 2015; May 4, 2015; May 15, 2015, and June 15, 2015. The account was not referred to collections until June 16, 2015. Nevertheless, I requested that the account be removed from your credit report. If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX. Sincerely, Gerri Santistevan Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (XXX) XXX-XXXX cc: Denver / Boulder RevDex.com 1020 Cherokee St. Denver, CO XXXXX [redacted] Complaint Response Date bumped because: Holiday
January 7, 2016 Ms. [redacted] ** [redacted] Re: BBB Complaint # [redacted] [redacted] - [redacted] Dear Ms. ***- [redacted] : On January 6, 2016, we received your rebuttal, dated January 2, 2016, filed with the RevDex.com. Your issue is currently under review – you will receive a resolution in 24 to 48 hours. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] . Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ( [redacted]
Complaint: [redacted] I am rejecting this response because: I submitted the documents on January I have contacted MsA [redacted] again about the documentsHopefully this will be resolved soon Sincerely, [redacted]
Dear Ms [redacted] : On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.comYou said that you were told your rate would be $a month and that this rate is not being honoredYou requested that we honor the rate you were quoted and provide a credit for the month you were billed moreWhen we spoke by phone, I told you that our records don’t reflect that we offered you a rate of $On June 1, 2015, we offered you a $monthly credit for six monthsWe provided the credit and at this point no further credits will be offeredI also advised you that I will forward the information about the agents with whom you spoke to the appropriate personnelIf 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ November 5, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On November 4, 2015, we received your complaint, dated November 3, 2015, filed with the Revdex.com You said that you received a flyer offer for a one-year contract that was not honored and you didn't receive your $gift cardYou requested that we release you from your contract, as you are not satisfied with the service When we spoke, I informed you that our offer is for a one-year discount with a two-year contractAdditionally, we emailed you a sales confirmation email on the day your order was placed which outlined your promotion and provided you with a link to review the contract before the technician came to install the service Our records reflect that you did not qualify for the gift card, but we did offer you a $account credit for the confusion, which you accepted We consider the contract to be valid; however, I offered to reduce your early termination fee from $to $You said that you will consider my offer If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
[redacted] ** [redacted] *** [redacted] ... [redacted] Dear Mr. [redacted] :On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the RevDex.com.I unsuccessfully attempted to contact you at [redacted] on January 8, 12 and 14, 2016, and I left three messages. You indicated that you contacted Windstream for bundled service with [redacted] Network, but you canceled the order for [redacted] Network and you requested a $50.00 refund.A review of this account reveals that the order was canceled and we issued a $50.00 refund on September 17, 2015. The funds were returned to the credit card account ending in ***.Both the charge and the debit (which cancel each other out) are shown on your Windstream bill. Therefore, no further refund is due.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations Team [redacted] Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT###-###-####cc: Denver / Boulder RevDex.com 1020 Cherokee St. Denver, CO 80204 [redacted] ***