Dear Mr [redacted] : On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.comYou said that your bank account was debited without warning and you requested a refundWhen we spoke, I advised you that the refund was sent to your bank on January 22, Our records indicate that you were sent an email advising you of the automatic charge for unreturned equipment on November 12, We sincerely regret any inconvenience this issue may have causedIf 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 ###-###-####
Complaint: [redacted] I am rejecting this response because:I'm now expected to wait another to weeks and it's already been months So, I should just trust that it will happen when I've already waited longer than is reasonable If they were concerned about customer service and resolving this issue, I would think they would try to speed up the process Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ September 15, Ms [redacted] XXXXX [redacted] Lucerne Valley, CA XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 15, 2015, we received your complaint, dated September 14, 2015, filed with the Revdex.com You said that you need a copy of your contract and expressed concern about not being able to get it in a timely manner When we spoke I apologized for any inconvenienceI emailed you your contract and you confirmed that you received it If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I emailed what Dish said they could provide me to [redacted] said that is not good enoughI need proof I OWN this ipad, so far, nothing can be producedI am not satisfied with the help I have received at all Final Business Response / [redacted] (4000, 9, 2015/10/02) */ September 30, Ms [redacted] XXXXX Sutter Rd Lucerne Valley, CA XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 29, 2015, we received your rebuttal, dated September 30, 2015, filed with the Revdex.com You said that you provided [redacted] with your contract in order to prove that you own the [redacted] so that it can be unlocked, but you were told that the contract was not proof [redacted] sent you the [redacted] through [redacted] with tracking number 1Z3FXXXXXXXXXXXXXXAdditionally, your [redacted] order ID is XXXXXXXXXXUnfortunately, this is the only information we have to provide If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
December 11, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On December 8, 2017, we received your rebuttal, dated December 1, 2017, filed with the Revdex.com You said that you left two messages for your case manager from our Corporate Field Resolutions (CFR) Team, but you had not heard back I contacted CFR and they advised me that your claim was closed Your case manager emailed me on December 5, 2017, to report that your receiver was being tested and a settlement offer had been made to you We appreciate your patience while we processed your claim 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: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
December 14, Dear Ms***: On December 14, 2016, we received your complaint, dated November 14, 2016, filed with the Revdex.com You maintain that you did not receive the service that was advertised, and you disputed the automatic debiting of your early termination fee Our records indicate that you were enrolled in automatic payments and, as such, your balance of $was debited on your October 16, 2016, billing due date Please note that your customer agreement provides that early termination and unreturned equipment fees can be debited automatically from the credit or debit card used to qualify for serviceEnclosed is a copy of your Digital Home Advantage agreement for your records As I advised you in my previous responses, we are unable to reverse your early termination fee 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### Enclosure
Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ July 30, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the Revdex.com You said that you were advised that your DISH Network account balance was zero, but you were then sent to collections for an unpaid balance I attempted to reach you at (XXX) XXX-XXXX on July 27, and 30, I was able to leave two messagesMy call on July 28, 2015, was picked up but no one spoke As I explained in my last message, our records indicate that your DISH Network TV balance was waived by Mr [redacted] on March 20, 2015; however, you also had a dishNET internet accountOur records indicate that your last two payments for service rendered were disputed by your bank and returned Your billing shows that your October 7, 2014, payment for $and November 6, 2014, payment of $were disputed and returned leaving a balance on your dishNET accountAs these payments were for service rendered and remained unpaid, your balance was referred to collectionsI requested that you contact me with more information concerning these disputed payments so we may better research 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 Consumer Rebuttal / [redacted] (3000, 11, 2015/09/17) */ Please see attachment Final Business Response / [redacted] (4000, 13, 2015/09/24) */ September 18, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 18, 2015, we received your rebuttal, dated September 17, 2015, filed with the Revdex.com You expressed concern about the balance associated with your dishNET account As our work hours coincided and we were unable to speak, I asked Mr [redacted] to contact youHe offered to provide you a credit and refund on your DISH Network account if you agreed to pay the balance associated with your dishNET accountYou agreed to his resolution and he is waiting to hear back from you concerning your payment We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (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] ***
Complaint: [redacted] I am rejecting this response because: In my last response, September 8, 2016, I informed you of Dish's continued invoicing through regular mail and their voice mail about my non payment I phoned Dish to inform them of my loss of service, but I received another invoice, now for two months of service, which includes a late fee and a threat to "interrupt" service As you know, I have not had the use of two of my three TV's since August 8, Please let me know within ten days of any action taken by you regarding invoicing.From your most recent response, received September 20, 2016, I understand that you are not offering to "make me whole again" if your next technician cannot correct the problem created by your last technician Specifically, you do not offer to waive the costs of any different receiver box that would "fix" my two TV's that Dish caused to stop working during your technician's last visit, nor do you offer to re-install my old Dish Receiver box, which allowed my two TV's to work, but which Dish insisted on replacing with a box that has never allowed them to work.After submitting my complaint August 9, 2016, and now going more than six weeks without approximately 80% of my TV viewing, it is unfair that Dish, who caused two of my three TV's to no longer work, continues to expect ME to pay additional costs to fix my TV's if their next technician cannot fix them It appears that Dish promises a better product, delivers a worse product, and then expects the consumer to pay more money to merely return to what was there before Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ September 4, Ms [redacted] Salem, OR XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On September 4, 2015, we received your correspondence, dated September 3, 2015, filed with the Revdex.com You said you made an agreement with a DISH Network representative to return the leased equipment and prevent an automatic payment collection from your credit card A review of your account shows that you participated in the Digital Home Advantage (DHA) and dishNET internet promotions with separate 24-month commitmentsBecause the services were disconnected prior to the promotional fulfillment date, you were billed two early termination fees of $and $for the TV and internet service, respectively Under these promotions you authorized DISH Network to access your qualifying credit card account for any early termination, unreturned equipment and/or return shipping fees Our records reveal that the equipment was returned on August 27, 2015, and the equipment fees of $plus tax were reversed from your accountThe payment of $was collected on September 1, 2015, for the dishNET internet early termination feeI regret any confusion When we spoke today, I advised you that I made an exception and reversed the $dishNET internet early termination feeI also submitted a refund for the same amountPlease allow five business days for processing I informed you that DISH Network does not offer payment plans to prevent an account from being turned over to collectionsTo prevent the system from collecting a payment for the TV early termination fee, I removed your qualifying credit card from your accountYou accepted this resolution We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agentsWe apologize any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/13) */ May 11, Ms [redacted] ** [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On May 4, 2015, we received your correspondence, dated May 1, 2015, filed with the Revdex.com You said requested to canel your service one day after the installtion and you disputed the early termination fee I attempted to reach you at 805-375-on May 5, and 11, I left two voice messages and on one ocastion there was no optio to leave a message Our records show that your established your service uncder the Digital Home Advantage promotion with a 24-month commitmentDISH Network does not offer a grace period to cancel service without an early termination fee Neverthelss, I made an exception and waived the early termiation fee from your accountYou may cancel the service at any time without a penalty If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/05/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
December 28, Mr [redacted] , ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 28, 2016, we received your complaint, dated December 27, 2016, filed with the Revdex.com You said that when you removed the E-Bill from your account in order to receive a paper billing statement, you were not told that it would cost you the $discount you were receiving as part of your promotional offer You asked that the credit be added back, and to receive a credit for the months you didn’t get the discount When we spoke, I agreed to add the $monthly credit back until your contract expires without requiring that you have our autopay or E-BillI also applied a $credit to your account for the months you didn’t receive the $discount 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 EFlorida Avenue, Suite Denver, CO [redacted] ***
January 5, Dear Mr***: On January 5, 2017, we received your rebuttal, dated January 4, 2017, filed with the Revdex.comYou maintain that you were told that adding a receiver to your account would not involve a new 24-month commitment You also disputed the signature on the signed agreement I sent youAs I advised you when we spoke, I was unable to pull a recording of your callHowever, our records indicate that you were provided our standard disclosures, which include the provision for a new 24-month commitmentYou advised me that Mrs [redacted] signed your DISH’n It Up agreement, as she was present when the technician finished installing the receiverAs our records indicate that you were advised of, and agreed to, the 24-month commitment, we are unable to waive the early termination feeIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri###-###-####
August 5, Dear Mr [redacted] : On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com You maintain you were advised that you would have access to Astros games, but you did not A review of our records indicates that this issue was previously addressed through the Colorado Attorney General’s Office Enclosed is a copy of our response for your records 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: 6:am - 2:pm (MDT), Mon-Fri [redacted]
December 18, [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-#### Dear Ms***: On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com You were charged early termination fees for the disconnection of your DISH Network TV and dishNET internet services prior to completing your contractual agreementYou have restarted your services and you requested a refund for the early termination fees My three attempts to contact you at ###-###-#### and ###-###-#### on December 16, and 18, 2015, were unsuccessfulHowever, I was able to leave a message and my contact information at the ###-###-#### numberI also sent an email to you at tnc***[email protected] (copy enclosed), but I have not received a response Your refunds were issued on December 15, Payments for $and $were released to the credit card account ending in 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 ###-###-#### Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
March 17, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 17, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You maintain that you were not provided with the equipment or promotions that you were offered during your sales call You also expressed concern about possible channel takedownsYou asked if you could disconnect your service without an early termination fee if the channels were taken down Our records show that you were offered, and you accepted, equipment upgrades and three free months of service to resolve your previous concerns You were advised of the monthly fees at that time and you agreed to them Please note that we were unable to review your sales call for misinformation due to a system issue DISH Network is working hard to keep the channels to which you refer; however, our contract with NBC Universal is nearing its end and we have not been able to come to an agreement with them concerning renewing that contract We will do all we can to keep our programming packages the same; however, as the possibility of channel takedowns is an industry reality, we must provide for changes to programming in our Digital Home Advantage customer agreement As such, your 24-month commitment would remain valid We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
March 16, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 15, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com You expressed concern about the technician visit on March 11, 2016, and the level of customer service you received Our records indicate that Mr [redacted] in our Corporate Escalations Team contacted you shortly after your complaint was filed Please note that Mr [redacted] provided you with a free equipment upgrade when you disputed the $upgrade fee Our technician attempted to contact you when there was no answer at the door Please note that it is not the responsibility of the technician to leave a voicemail, as they are given a set schedule for their day and they’re unable to wait for call backs As such, they will attempt to make contact but they’re unable to await a call back On the day of your installation, our agents and supervisors attempted to reach our dispatch office but were not able to do so As the technician assigned to your work order had other jobs that he had to complete, he was not able to immediately turn around and go back to you address You spoke with Mr [redacted] and he was able to have the technician return later in the dayWhile we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with any compensation 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: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ October 20, [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 15, 2015, we received your complaint, dated October 14, 2015, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you moved and you are unable to obtain internet service Your DISH Network TV service was activated on December 12, 2014, with a 24-month commitmentPlease be advised that the term commitment applies for the TV service only and does not include internet and/or phone through a different provider When I spoke with you by phone on October 19, 2015, I advised you that I made an exception and waived your 24-month commitmentAs you requested, I disconnected your service You also requested that the satellite dish be relocated because the technician placed it on the side of your home without permissionOur records reveal that a damage claim has been opened for this matterYou may contact DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX, to follow up on your claim If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
Dear Mr [redacted] : On April 28, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.comYou expressed further concern with the following: · Early termination fee · Pricing · Payment · Box return fee Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and offset the losses we incur when acquiring a new customerPrior to the installation, we provided the terms and conditions of your promotion via emailAs previously advised, by allowing someone else to be present during the installation, you authorized that person to sign the agreement on your behalfCopies of the agreements (service and contractual agreements) were provided to you via email on March 11, Our records do not show that you contacted us regarding your dispute until your service was disconnectedSince your term commitment was not fulfilled, the early termination fee of $is validYou stated that your monthly rate increased without noticeYour promotion included a $monthly credit for the first months of serviceA review of the sales call from March 10, 2015, found that our representative disclosed that this discount would only apply for the first year of serviceYour monthly billing statements also detailed the length of time the discount would apply and the amount of the discountYou began to be billed the regular monthly rate of $(plus tax) due to the expiration of the discount on March 10, You maintain that you removed AutoPay, but DISH Network still collected a paymentOur records show that you were enrolled in Credit Card AutoPay (CCA) and paperless billing to receive our HD Free for Life offerAlthough you removed CCA through our automated system on June 15, 2015, you re-enrolled in AutoPay with your checking account on July 8, AutoPay was once again removed on March 12, Please be advised that this was one day after we drafted a payment of $from your checking accountWhile the $box return fee is appropriate, we do not show that the fee was applied to your DISH Network accountPlease note that if the equipment is not returned within the required time frame, unreturned equipment fees will be applied to your accountWhile I requested that the collection calls on your account cease, the balance of $on your account remains validIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ September 2, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with the Revdex.com You stated that you disconnected your DISH Network account in March You made an overpayment of $on your disconnected accountYou have made several unsuccessful attempts to resolve this matter and you requested a refund for the overpayment When we spoke on September 1, 2015, I apologized for the difficulty that you experienced and I have issued a refundYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) There still has not been a refundAll I keep hearing from your company is £ need to wait for the refundI have called twice now and always the same thingUntil I get the refund this is not resolved Final Business Response / [redacted] (4000, 10, 2015/10/01) */ September 29, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 24, 2015, we received your rebuttal, dated September 23, 2015, filed with the Revdex.com You indicated that DISH Network has not provided the $refund you were offeredYou requested that this matter be resolved In our September 25, email correspondence, I confirmed that the refund was requested as discussedDue to an internal issue, the refund was not releasedI apologized for the inconvenience and received confirmation today that the refund was releasedIt will post to your bank account in two to three business daysYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
September 5, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On August 31, 2017, we received your complaint, dated August 30, 2017, filed with the Revdex.com You indicated that an installer did not arrive for the appointment that was scheduled for August 30, You stated that when you contacted us by phone, you were assured that the appointment would be kept; however, the installer never came Our records show that you opted to cancel the installation appointment because we were unable to complete the installation until September 2, When I spoke with you by phone on September 1, 2017, I thanked you for bringing this matter to our attention so we may address it internally with the appropriate personnel I apologize for any inconvenience this issue may have caused you 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] ***
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 If in fact the business does issue credit for $that has been paid as indicated I will glad pay for equipment return but not for something I don't owe Sincerely,
Dear Mr [redacted] : On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.comYou said that your bank account was debited without warning and you requested a refundWhen we spoke, I advised you that the refund was sent to your bank on January 22, Our records indicate that you were sent an email advising you of the automatic charge for unreturned equipment on November 12, We sincerely regret any inconvenience this issue may have causedIf 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 ###-###-####
Complaint: [redacted] I am rejecting this response because:I'm now expected to wait another to weeks and it's already been months So, I should just trust that it will happen when I've already waited longer than is reasonable If they were concerned about customer service and resolving this issue, I would think they would try to speed up the process Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ September 15, Ms [redacted] XXXXX [redacted] Lucerne Valley, CA XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 15, 2015, we received your complaint, dated September 14, 2015, filed with the Revdex.com You said that you need a copy of your contract and expressed concern about not being able to get it in a timely manner When we spoke I apologized for any inconvenienceI emailed you your contract and you confirmed that you received it If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I emailed what Dish said they could provide me to [redacted] said that is not good enoughI need proof I OWN this ipad, so far, nothing can be producedI am not satisfied with the help I have received at all Final Business Response / [redacted] (4000, 9, 2015/10/02) */ September 30, Ms [redacted] XXXXX Sutter Rd Lucerne Valley, CA XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 29, 2015, we received your rebuttal, dated September 30, 2015, filed with the Revdex.com You said that you provided [redacted] with your contract in order to prove that you own the [redacted] so that it can be unlocked, but you were told that the contract was not proof [redacted] sent you the [redacted] through [redacted] with tracking number 1Z3FXXXXXXXXXXXXXXAdditionally, your [redacted] order ID is XXXXXXXXXXUnfortunately, this is the only information we have to provide If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
December 11, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On December 8, 2017, we received your rebuttal, dated December 1, 2017, filed with the Revdex.com You said that you left two messages for your case manager from our Corporate Field Resolutions (CFR) Team, but you had not heard back I contacted CFR and they advised me that your claim was closed Your case manager emailed me on December 5, 2017, to report that your receiver was being tested and a settlement offer had been made to you We appreciate your patience while we processed your claim 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: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
December 14, Dear Ms***: On December 14, 2016, we received your complaint, dated November 14, 2016, filed with the Revdex.com You maintain that you did not receive the service that was advertised, and you disputed the automatic debiting of your early termination fee Our records indicate that you were enrolled in automatic payments and, as such, your balance of $was debited on your October 16, 2016, billing due date Please note that your customer agreement provides that early termination and unreturned equipment fees can be debited automatically from the credit or debit card used to qualify for serviceEnclosed is a copy of your Digital Home Advantage agreement for your records As I advised you in my previous responses, we are unable to reverse your early termination fee 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### Enclosure
Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ July 30, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the Revdex.com You said that you were advised that your DISH Network account balance was zero, but you were then sent to collections for an unpaid balance I attempted to reach you at (XXX) XXX-XXXX on July 27, and 30, I was able to leave two messagesMy call on July 28, 2015, was picked up but no one spoke As I explained in my last message, our records indicate that your DISH Network TV balance was waived by Mr [redacted] on March 20, 2015; however, you also had a dishNET internet accountOur records indicate that your last two payments for service rendered were disputed by your bank and returned Your billing shows that your October 7, 2014, payment for $and November 6, 2014, payment of $were disputed and returned leaving a balance on your dishNET accountAs these payments were for service rendered and remained unpaid, your balance was referred to collectionsI requested that you contact me with more information concerning these disputed payments so we may better research 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 Consumer Rebuttal / [redacted] (3000, 11, 2015/09/17) */ Please see attachment Final Business Response / [redacted] (4000, 13, 2015/09/24) */ September 18, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 18, 2015, we received your rebuttal, dated September 17, 2015, filed with the Revdex.com You expressed concern about the balance associated with your dishNET account As our work hours coincided and we were unable to speak, I asked Mr [redacted] to contact youHe offered to provide you a credit and refund on your DISH Network account if you agreed to pay the balance associated with your dishNET accountYou agreed to his resolution and he is waiting to hear back from you concerning your payment We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (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] ***
Complaint: [redacted] I am rejecting this response because: In my last response, September 8, 2016, I informed you of Dish's continued invoicing through regular mail and their voice mail about my non payment I phoned Dish to inform them of my loss of service, but I received another invoice, now for two months of service, which includes a late fee and a threat to "interrupt" service As you know, I have not had the use of two of my three TV's since August 8, Please let me know within ten days of any action taken by you regarding invoicing.From your most recent response, received September 20, 2016, I understand that you are not offering to "make me whole again" if your next technician cannot correct the problem created by your last technician Specifically, you do not offer to waive the costs of any different receiver box that would "fix" my two TV's that Dish caused to stop working during your technician's last visit, nor do you offer to re-install my old Dish Receiver box, which allowed my two TV's to work, but which Dish insisted on replacing with a box that has never allowed them to work.After submitting my complaint August 9, 2016, and now going more than six weeks without approximately 80% of my TV viewing, it is unfair that Dish, who caused two of my three TV's to no longer work, continues to expect ME to pay additional costs to fix my TV's if their next technician cannot fix them It appears that Dish promises a better product, delivers a worse product, and then expects the consumer to pay more money to merely return to what was there before Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ September 4, Ms [redacted] Salem, OR XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On September 4, 2015, we received your correspondence, dated September 3, 2015, filed with the Revdex.com You said you made an agreement with a DISH Network representative to return the leased equipment and prevent an automatic payment collection from your credit card A review of your account shows that you participated in the Digital Home Advantage (DHA) and dishNET internet promotions with separate 24-month commitmentsBecause the services were disconnected prior to the promotional fulfillment date, you were billed two early termination fees of $and $for the TV and internet service, respectively Under these promotions you authorized DISH Network to access your qualifying credit card account for any early termination, unreturned equipment and/or return shipping fees Our records reveal that the equipment was returned on August 27, 2015, and the equipment fees of $plus tax were reversed from your accountThe payment of $was collected on September 1, 2015, for the dishNET internet early termination feeI regret any confusion When we spoke today, I advised you that I made an exception and reversed the $dishNET internet early termination feeI also submitted a refund for the same amountPlease allow five business days for processing I informed you that DISH Network does not offer payment plans to prevent an account from being turned over to collectionsTo prevent the system from collecting a payment for the TV early termination fee, I removed your qualifying credit card from your accountYou accepted this resolution We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agentsWe apologize any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/13) */ May 11, Ms [redacted] ** [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On May 4, 2015, we received your correspondence, dated May 1, 2015, filed with the Revdex.com You said requested to canel your service one day after the installtion and you disputed the early termination fee I attempted to reach you at 805-375-on May 5, and 11, I left two voice messages and on one ocastion there was no optio to leave a message Our records show that your established your service uncder the Digital Home Advantage promotion with a 24-month commitmentDISH Network does not offer a grace period to cancel service without an early termination fee Neverthelss, I made an exception and waived the early termiation fee from your accountYou may cancel the service at any time without a penalty If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/05/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
December 28, Mr [redacted] , ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 28, 2016, we received your complaint, dated December 27, 2016, filed with the Revdex.com You said that when you removed the E-Bill from your account in order to receive a paper billing statement, you were not told that it would cost you the $discount you were receiving as part of your promotional offer You asked that the credit be added back, and to receive a credit for the months you didn’t get the discount When we spoke, I agreed to add the $monthly credit back until your contract expires without requiring that you have our autopay or E-BillI also applied a $credit to your account for the months you didn’t receive the $discount 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 EFlorida Avenue, Suite Denver, CO [redacted] ***
January 5, Dear Mr***: On January 5, 2017, we received your rebuttal, dated January 4, 2017, filed with the Revdex.comYou maintain that you were told that adding a receiver to your account would not involve a new 24-month commitment You also disputed the signature on the signed agreement I sent youAs I advised you when we spoke, I was unable to pull a recording of your callHowever, our records indicate that you were provided our standard disclosures, which include the provision for a new 24-month commitmentYou advised me that Mrs [redacted] signed your DISH’n It Up agreement, as she was present when the technician finished installing the receiverAs our records indicate that you were advised of, and agreed to, the 24-month commitment, we are unable to waive the early termination feeIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri###-###-####
August 5, Dear Mr [redacted] : On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com You maintain you were advised that you would have access to Astros games, but you did not A review of our records indicates that this issue was previously addressed through the Colorado Attorney General’s Office Enclosed is a copy of our response for your records 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: 6:am - 2:pm (MDT), Mon-Fri [redacted]
December 18, [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-#### Dear Ms***: On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com You were charged early termination fees for the disconnection of your DISH Network TV and dishNET internet services prior to completing your contractual agreementYou have restarted your services and you requested a refund for the early termination fees My three attempts to contact you at ###-###-#### and ###-###-#### on December 16, and 18, 2015, were unsuccessfulHowever, I was able to leave a message and my contact information at the ###-###-#### numberI also sent an email to you at tnc***[email protected] (copy enclosed), but I have not received a response Your refunds were issued on December 15, Payments for $and $were released to the credit card account ending in 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 ###-###-#### Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
March 17, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 17, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You maintain that you were not provided with the equipment or promotions that you were offered during your sales call You also expressed concern about possible channel takedownsYou asked if you could disconnect your service without an early termination fee if the channels were taken down Our records show that you were offered, and you accepted, equipment upgrades and three free months of service to resolve your previous concerns You were advised of the monthly fees at that time and you agreed to them Please note that we were unable to review your sales call for misinformation due to a system issue DISH Network is working hard to keep the channels to which you refer; however, our contract with NBC Universal is nearing its end and we have not been able to come to an agreement with them concerning renewing that contract We will do all we can to keep our programming packages the same; however, as the possibility of channel takedowns is an industry reality, we must provide for changes to programming in our Digital Home Advantage customer agreement As such, your 24-month commitment would remain valid We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
March 16, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 15, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com You expressed concern about the technician visit on March 11, 2016, and the level of customer service you received Our records indicate that Mr [redacted] in our Corporate Escalations Team contacted you shortly after your complaint was filed Please note that Mr [redacted] provided you with a free equipment upgrade when you disputed the $upgrade fee Our technician attempted to contact you when there was no answer at the door Please note that it is not the responsibility of the technician to leave a voicemail, as they are given a set schedule for their day and they’re unable to wait for call backs As such, they will attempt to make contact but they’re unable to await a call back On the day of your installation, our agents and supervisors attempted to reach our dispatch office but were not able to do so As the technician assigned to your work order had other jobs that he had to complete, he was not able to immediately turn around and go back to you address You spoke with Mr [redacted] and he was able to have the technician return later in the dayWhile we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with any compensation 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: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ October 20, [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 15, 2015, we received your complaint, dated October 14, 2015, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you moved and you are unable to obtain internet service Your DISH Network TV service was activated on December 12, 2014, with a 24-month commitmentPlease be advised that the term commitment applies for the TV service only and does not include internet and/or phone through a different provider When I spoke with you by phone on October 19, 2015, I advised you that I made an exception and waived your 24-month commitmentAs you requested, I disconnected your service You also requested that the satellite dish be relocated because the technician placed it on the side of your home without permissionOur records reveal that a damage claim has been opened for this matterYou may contact DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX, to follow up on your claim If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
Dear Mr [redacted] : On April 28, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.comYou expressed further concern with the following: · Early termination fee · Pricing · Payment · Box return fee Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and offset the losses we incur when acquiring a new customerPrior to the installation, we provided the terms and conditions of your promotion via emailAs previously advised, by allowing someone else to be present during the installation, you authorized that person to sign the agreement on your behalfCopies of the agreements (service and contractual agreements) were provided to you via email on March 11, Our records do not show that you contacted us regarding your dispute until your service was disconnectedSince your term commitment was not fulfilled, the early termination fee of $is validYou stated that your monthly rate increased without noticeYour promotion included a $monthly credit for the first months of serviceA review of the sales call from March 10, 2015, found that our representative disclosed that this discount would only apply for the first year of serviceYour monthly billing statements also detailed the length of time the discount would apply and the amount of the discountYou began to be billed the regular monthly rate of $(plus tax) due to the expiration of the discount on March 10, You maintain that you removed AutoPay, but DISH Network still collected a paymentOur records show that you were enrolled in Credit Card AutoPay (CCA) and paperless billing to receive our HD Free for Life offerAlthough you removed CCA through our automated system on June 15, 2015, you re-enrolled in AutoPay with your checking account on July 8, AutoPay was once again removed on March 12, Please be advised that this was one day after we drafted a payment of $from your checking accountWhile the $box return fee is appropriate, we do not show that the fee was applied to your DISH Network accountPlease note that if the equipment is not returned within the required time frame, unreturned equipment fees will be applied to your accountWhile I requested that the collection calls on your account cease, the balance of $on your account remains validIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ September 2, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with the Revdex.com You stated that you disconnected your DISH Network account in March You made an overpayment of $on your disconnected accountYou have made several unsuccessful attempts to resolve this matter and you requested a refund for the overpayment When we spoke on September 1, 2015, I apologized for the difficulty that you experienced and I have issued a refundYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) There still has not been a refundAll I keep hearing from your company is £ need to wait for the refundI have called twice now and always the same thingUntil I get the refund this is not resolved Final Business Response / [redacted] (4000, 10, 2015/10/01) */ September 29, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On September 24, 2015, we received your rebuttal, dated September 23, 2015, filed with the Revdex.com You indicated that DISH Network has not provided the $refund you were offeredYou requested that this matter be resolved In our September 25, email correspondence, I confirmed that the refund was requested as discussedDue to an internal issue, the refund was not releasedI apologized for the inconvenience and received confirmation today that the refund was releasedIt will post to your bank account in two to three business daysYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
September 5, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On August 31, 2017, we received your complaint, dated August 30, 2017, filed with the Revdex.com You indicated that an installer did not arrive for the appointment that was scheduled for August 30, You stated that when you contacted us by phone, you were assured that the appointment would be kept; however, the installer never came Our records show that you opted to cancel the installation appointment because we were unable to complete the installation until September 2, When I spoke with you by phone on September 1, 2017, I thanked you for bringing this matter to our attention so we may address it internally with the appropriate personnel I apologize for any inconvenience this issue may have caused you 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] ***
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 If in fact the business does issue credit for $that has been paid as indicated I will glad pay for equipment return but not for something I don't owe Sincerely,