Initial Business Response /* (1000, 10, 2015/09/08) */
August 26,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 24, 2015, we received your complaint, dated August 21, 2015, filed with the
Revdex.comI attempted to contact you by phone at (XXX) XXX-XXXX, but this number is not in service
You said that you were told you would receive the Bounce channel when you placed your order for serviceWhen you found out that this channel was not available, you were provided with an over the air antennaHowever, you said that it didn't workYou expressed concern regarding being charged an early termination fee and you asked for a $refund
A review of your account reveals that you placed your order for our service through Infinity Sales Group LLC (XXX-XXX-XXXX), a sales partner of oursWe have forwarded your complaint to them so your sales call can be reviewed
Our records reflect that you didn't contact us after receiving the over the air antenna to inform us it was not functioning correctlyHowever, on August 6, 2015, we agreed to waive the $early termination fee and to provide you with a refund once your leased equipment is returnedYour equipment has been received and you will receive a refund of $129.63, which is the difference between the fee and your balance owed for service from May 14, 2015, to June 13, Please allow up to three business days for processing
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 16, 2015/09/30) */
Please see attachment
Final Business Response /* (4000, 18, 2015/10/08) */
October 1,
Ms*** ***
PO Box ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 1, 2015, we received your rebuttal, dated September 30, 2015, filed with the Revdex.com
You said that you have not received the refund you were promised
A review of your account reveals that a refund of $was applied to your credit card account ending in Please contact your credit card provider for more information
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: In his original response, Mr*** indicated that he only had evidence of two contacts from us to the DISH about the poor service issues We took the time to go through all our logs and documented the dates we had contacted DISH which is a lot more than TWO times. Out of fairness to all concerned I think Mr*** should take into consideration the emotional torture we went through for almost a year with poor installation which added to poor service This fact was documented and explained to us by TWO different DISH service specialists who went through re-installation and replacement of the system!
Sincerely,
*** ***
Dear Ms***:On April 5, 2016, we received your complaint, dated April 3, 2016, filed with the Revdex.com.You said that you received monthly billing adjustments due to errors made by DISH NetworkYou requested a monthly $adjustment for six months, free programming, and to
have your bill remain $per month.I attempted to reach you at *** *** on April 6, and 11, 2016, and I left three voicemails.In my last message, I advised you that our records indicate your credit card number was provided to qualify your daughter’s account, on which you were the authorized userYou contacted us concerning this issue on January 9, 2016. The monthly $credit was applied when you contacted our Loyalty Team on February 17, 2016, and said that you were going to disconnect your account.As I explained in my message, due to the number of monthly adjustments you have received, we are unable to continue providing you monthly creditsIf 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###-###-####
Initial Business Response /* (1000, 5, 2015/10/06) */
September 29,
*** *** ** ***
*** ** *** *** *** ***
*** ** 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 expressed concern with the balance of $on your accountYou indicated that your service was supposed to be disconnected on September 14, You also stated that you returned the equipment at your expense and you were dissatisfied with the customer service that you received while you were attempting to resolve your concerns
While your service was scheduled to be disconnected on September 14, 2015, the disconnection order was canceled when you contacted us to order a Pay-Per-View event on September 12, We apologize for the system error
Your service was canceled on September 21, At that time, your account was left with a service balance of $You were also charged a $box return fee
When I spoke with you by phone today, I advised you that I removed the charges from your account, leaving a zero balance
We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnel
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
Denver, CO XXXXX
*** ***
March 9, Ms*** *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 8, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You said that you were not provided with the equipment that you ordered or the free Netflix promotional code When we spoke, you advised me that you received the Netflix code on March 4, You were also offered three months of service free by an agent with our Office Of the President. You indicated that this offer resolved your issue We sincerely regret any inconvenience that this issue may have caused 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 *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Tell us why here...August 4, 2016 Dear Ms***: On July 28, 2016, we received your complaint, dated July 26, 2016, filed with the Revdex.com. You said that a payment was debited from your bank account after your DISH Network account was disconnected
You requested a refund, but had not received it yet. I attempted to reach you at *** *** on August 1, and 4, 2016, and I left three voicemails. As I explained in my message, you disconnected your account on July 8, 2016, but, as your due date was the 9th, your payment was already in processYou requested your refund on July 12, 2016, and it was sent to your bank on July 25, 2016. However, your payment was also returned by your bank on July 28, 2016, causing an outstanding balance on your DISH Network account of $149.13. Please note that check refunds take up to days due to the time involved for your bank to transfer funds to DISH Network. We are unable to process a refund until the funds are received. If 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
Initial Business Response /* (1000, 4, 2015/11/16) */
November 13,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 12, 2015, we received your complaint, dated November 11, 2015, filed
with the Revdex.com
You expressed concern with the early termination feeYou maintain that you requested no term commitment when you established serviceYou also stated that you did not sign the agreement
Your service was activated on September 17, 2014, with a 24-month commitmentBy allowing your wife to be present during the installation, you authorized her to sign on your behalf
A review of the sales call recording found that the 24-month commitment was disclosed and you verbally accepted the terms and conditionsThere was no mention of a request for no contract or that you were unable to commit to our service for a length of timeWe also show that a confirmation email disclosing the term commitment was sent to ***@gmail.com on September 15,
When I spoke with you by phone on November 12, 2015, I advised you that we are unable to waive the 24-month commitmentAn early termination fee will apply if you choose to disconnect your service
I also explained that in order to receive the account records, we require a subpoena to be provided to DISH Network L.L.Cvia fax (XXX) XXX-XXXX) or mailed to:
DISH Network L.L.C
** *** ***
*** ** XXXXX
Attn: Subpoena Request
You also stated that you were initially provided with the incorrect receiver and you were unable to view your local stationsPlease be advised that all of our receivers have the capability to receive local stationsWhen you contacted us to report this technical issue, it was resolved with the shipment of a replacement receiver
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
Denver, CO XXXXX
*** ***
Tell us why here...September 16, 2016 Dear Ms***: On September 8, 2016, we received your complaint, dated September 6, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network
account. You said that you were experiencing technical issues and, due to your location, you could not have a technician visit to resolve themWhen we spoke, I advised you that I waived the 24-month commitment associated with your account due to the additional complications your location presents. I disconnected your account, at your request, and you said that you would ship your leased receiver to DISH Network as soon as possible. We sincerely appreciate your business and we regret that our service did not meet your needs. If 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###-###-####
February 15, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 7, 2018, we received your complaint, dated February 6, 2018, filed with the Revdex.com You indicated that you were unaware your credit/debit card account would be automatically debited for the $early termination fee A review of the sales call on September 1, 2018, reveals that you provided your personal information and the account was established in your nameThe sales agent advised you that your credit/debit card account would not be enrolled in AutoPay and no monthly payment would be debited from your bank accountHowever, he also advised you that the credit/debit card account used for qualification would be automatically debited for the early termination fee As there were no payments made on the account, there was a remaining balance for programming renderedYou advised me to keep the $payment to go towards the remaining balance, rather than submit a refund I requested that this account be removed from the credit reporting agenciesPlease allow six to eight weeks for processing If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because: This is notmy name in this document! I had issues with your company for awhile! I don't care what type of tablet you used! It is notmy name.
Sincerely,
*** ***
December 11,
Ms*** ***
*** ** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 11, 2015, we received your rebuttal, dated December 10, 2015, filed with the Revdex.com
You said that you were released from the DISH Network contract because you didn't sign it
I agreed to release you in the interest of customer service, even though we have a signed contract on file (copy enclosed)
You said that you didn't receive the $credit you were offered
Enclosed you will find a copy of your December 3, 2015, billing statement which reflects your first of ten $credits
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.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
*** ***
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 4, 2015/12/01) */
November 19,
Ms*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 12, 2015, we received your complaint, dated November 11,
2015, filed with the Revdex.com
You said that your husband called DISH Network to cancel the bundled service; however, you continued to receive bills after cancellation and when you called to inquire about them, you were told that your account had a zero balanceYou indicated that after making several inquiries, you spoke with a DISH Network agent that told you that your internet service was still active on your bundled accountYou said you were told that the service was backdated to the original date of disconnection, but that you still owed $for services renderedYou requested that the balance be waived
A review of our records reveal that we received your request to cancel service on August 24, 2015; however, the internet service remained active due to a system errorUpon cancellation of the video service, the account was unbundledThis caused our agents to believe that all services were canceled and for you to have a zero balanceI verified that your internet service was backdated to August 24, 2015, leaving a balance of $for service provided up to the date of cancellation
When we spoke today, I advised you that, while the balance is valid, I am willing to make an exceptionI explained that I am unable to waive the balance of your bundled account due to a system limitation, so I issued a refund of $on your unbundled accountYou agreed to my resolution and said you would pay the balance when you received the refund
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agentsWe strive to provide excellent service and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 7:am-3:pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
December 26, Mr*** *** *** *** *** ***, ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 19, 2016, we received your complaint, dated December 16, 2016, filed with the Revdex.com You stated that when you purchased your DISH Network service in 2011, you paid a $depositYour service was disconnected in November You requested a refund of this deposit When we spoke on December 19, 2016, I advised you that you paid a $activation fee and you purchased a mo*** ***I explained that you owned the receiver, so we did not required its return, and the activation fee was non-refundable You indicated that you had records supporting the additional expense and you asked that I call you back in a couple days to review itI agreed and I have made two attempts to reach you since we spoke, without success If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** *** Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Tell us why here...August 18, 2016 Dear Mr***: On August 15, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com. You expressed concern regarding ongoing technical issues with your equipment that were not resolvedYou
also said that payments were not automatically collected and you were charged for a receiver you didn’t haveYou requested that we waive the early termination fee and remove the debt from your credit report When we spoke by phone, I informed you that our records don’t reflect that you contacted us regarding technical issues after we sent a technician to your homeYou said that you had called, but you didn’t want to troubleshoot the issue as this was unsuccessful in the past Please note that the only time we did not collect your payment was due to eAutoPay being removed from your account on May 10, I advised you that the additional Joey receiver was removed from your account, as it was activated in error. Although we consider your contract to be valid, I waived the early termination feeThe debt will be removed from our collection agency and it has not been reported on your credit report. If 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: Mon - Fri 6:a.mto 2:p.mMDT###-###-####
June 23, Ms*** *** *** *** *** *** * *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On June 17, 2016, we received your complaint, dated June 12, 2016, filed with the Revdex.com You requested to have your credit card account number deleted from your myDISH.com account When we spoke, I advised you that I deleted your myDISH.com account 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
Initial Business Response /* (1000, 4, 2015/12/28) */
December 21,
Ms*** ***
** *** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On December 18, 2015, we received your complaint, dated
December 17, 2015, filed with the Revdex.com
You said that you were not informed of the requirements needed in order to use Netflix and On-Demand moviesYou also expressed concern with the recording feature of the Hopper systemYou requested that we release you from your contract
When we spoke, I explained that your Hopper system has the ability to provide three televisions with independent programming and recordingWe discussed the options available when a tuner is being used for recording
I advised you that Netflix and On-Demand programming are additional features our equipment offers when a customer connects to the internet; however, they are not obligatory
I informed you that we consider your contractual agreement to be valid; however, I offered to reduce your early termination fee from $to $if you would like to cancel your accountYou agreed to my resolution and said that you will call me back when you're ready to disconnect your service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** was helpful and understandingHe gave me an option that worked well with my situationThank you
Dear Mr***: On March 4, 2016, we received your correspondence, dated March 3, 2016, filed with the Revdex.comYou maintain that you were not informed of the term commitments for the TV, internet and phone services, and you disputed the early termination feesYou also
expressed concern with the February bill for future service. When we spoke today, I informed you that you established your service through *** *** ***, an independent retailerYour *** service for internet and phone was transferred to dishNET Wireline for the bundle billing optionYou told me that you canceled your services because you could not chose a different long distance phone providerI made an exception and removed the $dishNET internet early termination fee from your accountI informed you that the TV service, under the Digital Home Advantage (DHA) promotion, is a separate agreementSince the TV service was disconnected prior to the promotional fulfillment date, a $early termination fee was appliedI advised you that, during the installation of service, the technician presents the customer with an electronic pad containing the DHA agreement to signI enclosed a copy of your signed DHA agreement for your recordsPlease note that when your services were canceled, a prorated credit was applied to your account which covered the amount due for the service period of February 22, 2016, though March 24, 2016. A payment of $was applied to your account today, reducing the balance to $I made an exception and removed the balance from your account. To avoid unreturned equipment fees from applying, please return the leased equipment to DISH NetworkA return box with label was delivered to your address by UPS on March 4, We appreciate your feedback and your concerns will be addressed internally with the appropriate personnelWe regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
Dear MrPaullin: On January 29, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.comYou expressed concern regarding: Local channels Technical issuesRental When we spoke I advised you that we provided you with all of your major networks (NBC, ABC,
CBS and Fox)You said there were other channels not provided that can be obtained through an off-air antennaYou expressed concern about losing service during inclement weatherI explained that because our service works through the satellite signal, it requires a clear line of sight and that once the weather cleared, your service would return.You said that you were not told you would have to pay a fee to rent the equipmentI informed you that the rental tax is collected on behalf of your state and that this fee doesn’t go to DISH Network.I advised you that we consider the early termination fee of $to be accurate; however, I offered to reduce it to $You agreed to my resolutionIf 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: Mon - Fri 6:a.mto 2:p.mMDT###-###-####
Initial Business Response /* (1000, 10, 2015/09/08) */
August 26,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 24, 2015, we received your complaint, dated August 21, 2015, filed with the
Revdex.comI attempted to contact you by phone at (XXX) XXX-XXXX, but this number is not in service
You said that you were told you would receive the Bounce channel when you placed your order for serviceWhen you found out that this channel was not available, you were provided with an over the air antennaHowever, you said that it didn't workYou expressed concern regarding being charged an early termination fee and you asked for a $refund
A review of your account reveals that you placed your order for our service through Infinity Sales Group LLC (XXX-XXX-XXXX), a sales partner of oursWe have forwarded your complaint to them so your sales call can be reviewed
Our records reflect that you didn't contact us after receiving the over the air antenna to inform us it was not functioning correctlyHowever, on August 6, 2015, we agreed to waive the $early termination fee and to provide you with a refund once your leased equipment is returnedYour equipment has been received and you will receive a refund of $129.63, which is the difference between the fee and your balance owed for service from May 14, 2015, to June 13, Please allow up to three business days for processing
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 16, 2015/09/30) */
Please see attachment
Final Business Response /* (4000, 18, 2015/10/08) */
October 1,
Ms*** ***
PO Box ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 1, 2015, we received your rebuttal, dated September 30, 2015, filed with the Revdex.com
You said that you have not received the refund you were promised
A review of your account reveals that a refund of $was applied to your credit card account ending in Please contact your credit card provider for more information
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: In his original response, Mr*** indicated that he only had evidence of two contacts from us to the DISH about the poor service issues We took the time to go through all our logs and documented the dates we had contacted DISH which is a lot more than TWO times. Out of fairness to all concerned I think Mr*** should take into consideration the emotional torture we went through for almost a year with poor installation which added to poor service This fact was documented and explained to us by TWO different DISH service specialists who went through re-installation and replacement of the system!
Sincerely,
*** ***
Dear Ms***:On April 5, 2016, we received your complaint, dated April 3, 2016, filed with the Revdex.com.You said that you received monthly billing adjustments due to errors made by DISH NetworkYou requested a monthly $adjustment for six months, free programming, and to
have your bill remain $per month.I attempted to reach you at *** *** on April 6, and 11, 2016, and I left three voicemails.In my last message, I advised you that our records indicate your credit card number was provided to qualify your daughter’s account, on which you were the authorized userYou contacted us concerning this issue on January 9, 2016. The monthly $credit was applied when you contacted our Loyalty Team on February 17, 2016, and said that you were going to disconnect your account.As I explained in my message, due to the number of monthly adjustments you have received, we are unable to continue providing you monthly creditsIf 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###-###-####
Initial Business Response /* (1000, 5, 2015/10/06) */
September 29,
*** *** ** ***
*** ** *** *** *** ***
*** ** 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 expressed concern with the balance of $on your accountYou indicated that your service was supposed to be disconnected on September 14, You also stated that you returned the equipment at your expense and you were dissatisfied with the customer service that you received while you were attempting to resolve your concerns
While your service was scheduled to be disconnected on September 14, 2015, the disconnection order was canceled when you contacted us to order a Pay-Per-View event on September 12, We apologize for the system error
Your service was canceled on September 21, At that time, your account was left with a service balance of $You were also charged a $box return fee
When I spoke with you by phone today, I advised you that I removed the charges from your account, leaving a zero balance
We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnel
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
Denver, CO XXXXX
*** ***
March 9, Ms*** *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 8, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You said that you were not provided with the equipment that you ordered or the free Netflix promotional code When we spoke, you advised me that you received the Netflix code on March 4, You were also offered three months of service free by an agent with our Office Of the President. You indicated that this offer resolved your issue We sincerely regret any inconvenience that this issue may have caused 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 *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Tell us why here...August 4, 2016 Dear Ms***: On July 28, 2016, we received your complaint, dated July 26, 2016, filed with the Revdex.com. You said that a payment was debited from your bank account after your DISH Network account was disconnected
You requested a refund, but had not received it yet. I attempted to reach you at *** *** on August 1, and 4, 2016, and I left three voicemails. As I explained in my message, you disconnected your account on July 8, 2016, but, as your due date was the 9th, your payment was already in processYou requested your refund on July 12, 2016, and it was sent to your bank on July 25, 2016. However, your payment was also returned by your bank on July 28, 2016, causing an outstanding balance on your DISH Network account of $149.13. Please note that check refunds take up to days due to the time involved for your bank to transfer funds to DISH Network. We are unable to process a refund until the funds are received. If 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
Complaint: ***
I am rejecting this response because: website said no money collected upfront
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/11/16) */
November 13,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 12, 2015, we received your complaint, dated November 11, 2015, filed
with the Revdex.com
You expressed concern with the early termination feeYou maintain that you requested no term commitment when you established serviceYou also stated that you did not sign the agreement
Your service was activated on September 17, 2014, with a 24-month commitmentBy allowing your wife to be present during the installation, you authorized her to sign on your behalf
A review of the sales call recording found that the 24-month commitment was disclosed and you verbally accepted the terms and conditionsThere was no mention of a request for no contract or that you were unable to commit to our service for a length of timeWe also show that a confirmation email disclosing the term commitment was sent to ***@gmail.com on September 15,
When I spoke with you by phone on November 12, 2015, I advised you that we are unable to waive the 24-month commitmentAn early termination fee will apply if you choose to disconnect your service
I also explained that in order to receive the account records, we require a subpoena to be provided to DISH Network L.L.Cvia fax (XXX) XXX-XXXX) or mailed to:
DISH Network L.L.C
** *** ***
*** ** XXXXX
Attn: Subpoena Request
You also stated that you were initially provided with the incorrect receiver and you were unable to view your local stationsPlease be advised that all of our receivers have the capability to receive local stationsWhen you contacted us to report this technical issue, it was resolved with the shipment of a replacement receiver
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
Denver, CO XXXXX
*** ***
Tell us why here...September 16, 2016 Dear Ms***: On September 8, 2016, we received your complaint, dated September 6, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network
account. You said that you were experiencing technical issues and, due to your location, you could not have a technician visit to resolve themWhen we spoke, I advised you that I waived the 24-month commitment associated with your account due to the additional complications your location presents. I disconnected your account, at your request, and you said that you would ship your leased receiver to DISH Network as soon as possible. We sincerely appreciate your business and we regret that our service did not meet your needs. If 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###-###-####
February 15, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 7, 2018, we received your complaint, dated February 6, 2018, filed with the Revdex.com You indicated that you were unaware your credit/debit card account would be automatically debited for the $early termination fee A review of the sales call on September 1, 2018, reveals that you provided your personal information and the account was established in your nameThe sales agent advised you that your credit/debit card account would not be enrolled in AutoPay and no monthly payment would be debited from your bank accountHowever, he also advised you that the credit/debit card account used for qualification would be automatically debited for the early termination fee As there were no payments made on the account, there was a remaining balance for programming renderedYou advised me to keep the $payment to go towards the remaining balance, rather than submit a refund I requested that this account be removed from the credit reporting agenciesPlease allow six to eight weeks for processing If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because: This is notmy name in this document! I had issues with your company for awhile! I don't care what type of tablet you used! It is notmy name.
Sincerely,
*** ***
December 11,
Ms*** ***
*** ** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 11, 2015, we received your rebuttal, dated December 10, 2015, filed with the Revdex.com
You said that you were released from the DISH Network contract because you didn't sign it
I agreed to release you in the interest of customer service, even though we have a signed contract on file (copy enclosed)
You said that you didn't receive the $credit you were offered
Enclosed you will find a copy of your December 3, 2015, billing statement which reflects your first of ten $credits
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.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
*** ***
Enclosures (2)
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 4, 2015/12/01) */
November 19,
Ms*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 12, 2015, we received your complaint, dated November 11,
2015, filed with the Revdex.com
You said that your husband called DISH Network to cancel the bundled service; however, you continued to receive bills after cancellation and when you called to inquire about them, you were told that your account had a zero balanceYou indicated that after making several inquiries, you spoke with a DISH Network agent that told you that your internet service was still active on your bundled accountYou said you were told that the service was backdated to the original date of disconnection, but that you still owed $for services renderedYou requested that the balance be waived
A review of our records reveal that we received your request to cancel service on August 24, 2015; however, the internet service remained active due to a system errorUpon cancellation of the video service, the account was unbundledThis caused our agents to believe that all services were canceled and for you to have a zero balanceI verified that your internet service was backdated to August 24, 2015, leaving a balance of $for service provided up to the date of cancellation
When we spoke today, I advised you that, while the balance is valid, I am willing to make an exceptionI explained that I am unable to waive the balance of your bundled account due to a system limitation, so I issued a refund of $on your unbundled accountYou agreed to my resolution and said you would pay the balance when you received the refund
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agentsWe strive to provide excellent service and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 7:am-3:pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
December 26, Mr*** *** *** *** *** ***, ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 19, 2016, we received your complaint, dated December 16, 2016, filed with the Revdex.com You stated that when you purchased your DISH Network service in 2011, you paid a $depositYour service was disconnected in November You requested a refund of this deposit When we spoke on December 19, 2016, I advised you that you paid a $activation fee and you purchased a mo*** ***I explained that you owned the receiver, so we did not required its return, and the activation fee was non-refundable You indicated that you had records supporting the additional expense and you asked that I call you back in a couple days to review itI agreed and I have made two attempts to reach you since we spoke, without success If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** *** Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Tell us why here...August 18, 2016 Dear Mr***: On August 15, 2016, we received your complaint, dated August 12, 2016, filed with the Revdex.com. You expressed concern regarding ongoing technical issues with your equipment that were not resolvedYou
also said that payments were not automatically collected and you were charged for a receiver you didn’t haveYou requested that we waive the early termination fee and remove the debt from your credit report When we spoke by phone, I informed you that our records don’t reflect that you contacted us regarding technical issues after we sent a technician to your homeYou said that you had called, but you didn’t want to troubleshoot the issue as this was unsuccessful in the past Please note that the only time we did not collect your payment was due to eAutoPay being removed from your account on May 10, I advised you that the additional Joey receiver was removed from your account, as it was activated in error. Although we consider your contract to be valid, I waived the early termination feeThe debt will be removed from our collection agency and it has not been reported on your credit report. If 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: Mon - Fri 6:a.mto 2:p.mMDT###-###-####
June 23, Ms*** *** *** *** *** *** * *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On June 17, 2016, we received your complaint, dated June 12, 2016, filed with the Revdex.com You requested to have your credit card account number deleted from your myDISH.com account When we spoke, I advised you that I deleted your myDISH.com account 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
Initial Business Response /* (1000, 4, 2015/12/28) */
December 21,
Ms*** ***
** *** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On December 18, 2015, we received your complaint, dated
December 17, 2015, filed with the Revdex.com
You said that you were not informed of the requirements needed in order to use Netflix and On-Demand moviesYou also expressed concern with the recording feature of the Hopper systemYou requested that we release you from your contract
When we spoke, I explained that your Hopper system has the ability to provide three televisions with independent programming and recordingWe discussed the options available when a tuner is being used for recording
I advised you that Netflix and On-Demand programming are additional features our equipment offers when a customer connects to the internet; however, they are not obligatory
I informed you that we consider your contractual agreement to be valid; however, I offered to reduce your early termination fee from $to $if you would like to cancel your accountYou agreed to my resolution and said that you will call me back when you're ready to disconnect your service
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** was helpful and understandingHe gave me an option that worked well with my situationThank you
Final Consumer Response /* (2000, 10, 2015/05/14) */
Settlement has been reached with DISHI request that this case be closed
Thank you
Dear Mr***: On March 4, 2016, we received your correspondence, dated March 3, 2016, filed with the Revdex.comYou maintain that you were not informed of the term commitments for the TV, internet and phone services, and you disputed the early termination feesYou also
expressed concern with the February bill for future service. When we spoke today, I informed you that you established your service through *** *** ***, an independent retailerYour *** service for internet and phone was transferred to dishNET Wireline for the bundle billing optionYou told me that you canceled your services because you could not chose a different long distance phone providerI made an exception and removed the $dishNET internet early termination fee from your accountI informed you that the TV service, under the Digital Home Advantage (DHA) promotion, is a separate agreementSince the TV service was disconnected prior to the promotional fulfillment date, a $early termination fee was appliedI advised you that, during the installation of service, the technician presents the customer with an electronic pad containing the DHA agreement to signI enclosed a copy of your signed DHA agreement for your recordsPlease note that when your services were canceled, a prorated credit was applied to your account which covered the amount due for the service period of February 22, 2016, though March 24, 2016. A payment of $was applied to your account today, reducing the balance to $I made an exception and removed the balance from your account. To avoid unreturned equipment fees from applying, please return the leased equipment to DISH NetworkA return box with label was delivered to your address by UPS on March 4, We appreciate your feedback and your concerns will be addressed internally with the appropriate personnelWe regret any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
Dear MrPaullin: On January 29, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.comYou expressed concern regarding: Local channels Technical issuesRental When we spoke I advised you that we provided you with all of your major networks (NBC, ABC,
CBS and Fox)You said there were other channels not provided that can be obtained through an off-air antennaYou expressed concern about losing service during inclement weatherI explained that because our service works through the satellite signal, it requires a clear line of sight and that once the weather cleared, your service would return.You said that you were not told you would have to pay a fee to rent the equipmentI informed you that the rental tax is collected on behalf of your state and that this fee doesn’t go to DISH Network.I advised you that we consider the early termination fee of $to be accurate; however, I offered to reduce it to $You agreed to my resolutionIf 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: Mon - Fri 6:a.mto 2:p.mMDT###-###-####