Initial Business Response /* (1000, 5, 2015/09/08) */
August 27,
*** *** ***
*** *** ***
*** PA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed
with the Revdex.com
You disputed the early termination fee associated with your DISH Network accountYou said that we were unable to provide you with service at your new address
When we spoke, I advised you that DISH Network is able to provide you with service but you advised us that your Home Owner's Association (HOA) does not allow dishesAs I explained, because your relocation and your HOA's rules are out of DISH Network's control, your early termination fee is validHowever, as a courtesy, I waived the fee
Please contact us at (XXX) XXX-XXXX to disconnect your account and to receive boxes to return your leased equipment
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: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/05/11) */
May 8,
Ms*** ***
*** *** **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your correspondence, dated May 4, 2015, filed with the
Revdex.com
You expressed dissatisfaction with the satellite TV service and requested to cancel your accountYou disputed the signature on the agreement and the early termination fee
Today, during our email correspondence, I offered to waive the early termination fee of $if you agree to pay a $activation feeYou accepted this resolution and I disconnected your service
Please pay the balance of $48.06, which includes the activation fee
A return box with label will be delivered to your home address by UPSPlease return the leased receiver and remote control
We regret that the service was not to your satisfaction and for any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to waive the termination fee & pay the balance of $However, I just received an email that my balance to Dish is $I WILL NOT be paying that, I pray this is a mistake I your part or further action will have to be taken
January 26, Ms*** *** *** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 17, 2018, we received your complaint, dated January 12, 2018, filed with the Revdex.com You mentioned that when you upgraded your system, the $technician fee was not removed from your accountYou maintain that you were told there was no payment due, but your bill increased significantly and your service was interruptedYou indicated that you were told your service could be restored that day (January 12, 2018), if you made a payment of $by January 16, You expressed concern with the customer service you received Our records reveal that the $technician fee that was applied to your account on November 3, 2017, was removed on December 7, 2017, and you were advised of this on January 12, We have no record of you being told that there was no payment dueA review of the chat from November 1, 2017, reveals that you were advised that the amount due on your account was $with $being the past-due amount I enclosed a copy of your October 28, 2017, billing statement, which reveals the balance due of $ A review of the calls on January 12, 2018, reveals that the agent did not tell you your service would be restored that day if a payment of $was made by the 16thShe advised you that you had until the 16th to make a payment of $and you could make a payment today which would go towards the past-due amountYou stated that it would not work because you needed until the end of the monthShe advised you that you were not eligible for an extension, as only one extension per billing cycle is availableAlthough she suggested that you reduce your programming package, no changes were madePlease not that credits for any changes would only be applied once it occurred and all current charges were for service rendered Your service charges are currently $per month and we only receive partial paymentsBecause of this, your bill continues to increase causing service interruptionsPlease note that you may reduce your services at any time I apologize that you were dissatisfied with the customer service you received When I spoke with you by telephone today, you told me that you intend to close this complaint 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- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
December 23,
Ms*** *** ***
*** *** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 23, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com
You indicated that you have not received a copy of your 24-month agreement
Our records reveal that a copy of your Digital Home Advantage 24-month agreement was emailed to you on August 18, 2015, at ***
Enclosed is an additional copy of the DHA agreement
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: Monday through Friday 7:am to 3:pm MDT
*** ***
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
June 29, Ms*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 27, and 29, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You expressed concern regarding technical issues with your TV service and the amount of time it took to have a technician come to your homeYou also said that you lost phone service in May and neither DISH Network nor CenturyLink would take responsibility A review of your account reveals that I addressed your concerns through a complaint you filed with the Federal Communications CommissionEnclosed is a copy of my response 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: Mon - Fri 6:a.mto 2:p.mMDT *** ***\
March 31, Ms*** *** ** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com You stated that you have experienced unresolved issues with your DISH Network serviceThis led you to disconnect your serviceYou were informed that you were under a 24-month contractual commitment and you would be charged an early termination feeYou did not sign a contract and you were under the impression that you had a 12-month promotionYou were provided a copy of the contract in question and you indicated that the signature on the document was not yoursYou requested that the early termination fee be waived When we spoke on March 30, 2016, I explained that our standard promotion was a 12-month discount with a 24-month contractAdditionally, our records do not indicate that your service issues were reportedHowever, since you indicated that the signature on the contract was not yours, I agreed to waive your early termination fee, as a courtesyYou accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** ***
August 23, Dear Mrand Mrs***: On August 16, 2016, we received your complaint, dated August 13, 2016, filed with the Revdex.com You expressed concern that your DISH Network account was disconnected without your permissionYou also requested
information about blackouts for NFL gamesWhen we spoke, I advised you that I waived your $early termination due to the erroneous disconnection of your account I also advised you that, while we certainly understand your frustration, DISH Network has very little control over blackouts, as the retransmission of games is at the discretion of the rights owners of that game We appreciate you bringing this issue to our attention so that we may address it internally 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, 5, 2015/11/12) */
November 4,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 4, 2015, we received your correspondence, dated November 3,
2015, filed with the Revdex.com
You stated that you contacted DISH Network and you requested a payment arrangement to resolve your past due account balanceAdditionally, you have been required to move twice recently; therefore, you requested assistance with the moving feesYou are seeking a resolution that will allow you to resolve your account balance and prevent your account from being disconnected and charged an early termination fee
When we spoke today, I agreed to waive your moving fees as a courtesyAdditionally, I provided you a discount for the monthly additional receiver feeWe also agreed that placing your account on DISH Pause while you resolve your account balance would be the best solution
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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolution suits me and helps the situation alotThank you for the quick response and taking the time to help me out!
Initial Business Response /* (1000, 5, 2015/08/13) */
July 29,
Ms*** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 24, 2015, we received your correspondence, dated July 23, 2015,
filed with the Revdex.com
You maintain that you established your service with a programming package of $per month and said that you were unaware of the two-year agreementYou disputed the early termination fee and the payments collected by DISH Network for this fee
I attempted to reach you at (XXX) XXX-XXXX on July 27, and 29, I left three voice messagesAlthough you returned my call, we were unable to speak directly
A review of your account reveals that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentThe terms of the promotion were provided at the time of sale and a sales confirmation email was sent to ***@hotmail.com on June 2, (the date of sale)This email disclosed the terms of the promotion and billing
Our records show that the equipment was installed on June 3, 2015, and a copy of your signed DHA agreement was also emailed to ***@hotmail.com on this dateI have enclosed a second copy of your signed DHA agreement for your records
Because you agreed to the 24-month commitment, we provided you with a monthly programming discount of for twelve months and HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for four months
Per your request, the premium channels were removed and a prorated credit of $was applied to your account for the channels on October 10,
In January 2015, DISH Network experienced a $monthly increase for the America's Top packageTo offset this increase, we applied a $price protection credit to your account for four months to honor the quoted first year pricing
These discounts made the America's Top package $before tax for monthsHowever, you also subscribed to the DVR service and the Protection Plan, and you had two Joey receiver feesYour monthly billing rate before tax and discounts is $When the free and discounted service ended, the regular price applied
Please note that DISH Network bills receiver fees based on the number of receivers active and the functionality of the receiversThese fees cannot be waivedThe billing is accurate
Since your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was appliedWhen you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and shipping return feesYou were also billed $for the box return fee for the return of the leased equipment
Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customerIn your case, you received a free installation, free equipment, free activation, and free and discounted programmingWe are unable to reverse the early termination fee
In addition, our records indicate that you established Credit Card AutoPay (CCA) and you authorized DISH Network to collect a payment for the amount due every monthOn June 23, 2015, the system collected a payment of $This payment covers service rendered, a box return fee and early termination feesI submitted a refund of $Please allow five business days for processing
We regret 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,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not make up for the fact that the contract was misrepresented by the installer who went over the contract with me & pointed to the box that said it was for a month contract vs the month contractI realize that I gave them permission to direct withdraw monthly payments from my account, however, the $that they mention, that they removed from my account states that it was a credit card debit & not an auto withdraw as the $payment posted asThey had no permission to remove those funds from my account on June 26th, which I have had to call numerous times & was given the run around to receive my funds back which were essentially stolen from my account nearly months ago!!! I will eat the $for their $early termination fee + $return box fee + $in taxes!?! = $(which the taxes assessed were for a month of service, which I did not receive)I will never deal with this company & will make sure that I spread the word to all of my personal & social media family & friends as to the manipulative business antics that this company portraysI would like to make it a point that my initials & signature on the contract are digitalYou are only shown the parts that they want you to see when you sign up
Final Business Response /* (4000, 9, 2015/08/27) */
August 20,
Ms*** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 20, 2015, we received your rebuttal, dated August 19, 2015, filed with the Revdex.com
You said that a technician advised you that your term commitment was for one yearYou indicated that you authorized Credit Card AutoPay (CCA) on your accountHowever, you disputed the $payment that was collectedYou also provided feedback regarding your experience
As previously explained, you participated in the Digital Home Advantage (DHA) promotion with a 24-month commitmentAt the time of sale, the terms and conditions along with the billing was disclosedIn addition, a sales confirmation email was sent to ***@hotmail.com on June 2, 2014, which disclosed the DHA terms and billingFurthermore, a copy of your signed DHA agreement was also emailed to the same address on June 3, (the date of installation)
Since your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was applied to your accountWhen you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and box return feesOn June 3, 2015, we sent a ten-day notice to ***@hotmail.com advising you of the $collection
The CCA payment of $was collected for the early termination fee, box return fees and for service rendered through June 2, (the date of disconnection)Therefore, a refund of $was applied to your credit card account ending in on July 30, I regret any confusion
We appreciate your feedback and your concerns will be shared 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 to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
October 4, Dear Mr***: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com You said that you were told that you didn’t have to return your leased equipment, but you were charged for it
You requested that the unreturned equipment fees be waived When we spoke by phone I advised you that I will meet your request and waive the unreturned equipment feesYour DISH Network account now has a zero balance If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely,
*** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
*** *** ***
*** *** ***
*** *** ***
*** ** ***
*** *** *** * ***
*** Dear Mr***: On January 13, 2016, we received your rebuttal, dated January 12, 2016, filed with the Revdex.comYou maintain that the service was misrepresented to you and that you were told you would not be charged an early termination feeYou also said that you returned your equipment by leaving it on your porch to be picked upAs I stated in my previous correspondence, our records don’t reflect that we agreed to waive the early termination fee associated with your promotionsIn fact, we consider the charges to be accurateEnclosed are copies of your DISH Network contractsWe have not received your leased equipment, which is why you were charged for unreturned equipment feesWe provided you with shipping labels through UPS and if you believe they retrieved your equipment, we recommend that you contact them regarding the missing packagesIf 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-#### ***
*** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 4, 2015/05/21) */
May 18,
Mrs*** ***
*** 1/*** Dr
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mrs***:
On May 11, 2015, we received your correspondence, dated May 8, 2015,
filed with the Revdex.com
You said that DISH Network collected two payments in the amount of $and you requested a refund for one payment
A review of your account reveals that due to a system error, two Credit Card AutoPay (CCA) payments were collectedI apologize for any inconvenience you may have experienced
When I spoke with your husband (Mr***) today, I advised him that I reversed the balance of $96.29, which includes the $Pay-Per-View event, from your accountI also submitted a refund in the amount of $Please allow five business days for processing
In addition, I waived your 24-month term commitment
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnel
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: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 6, 2015/08/07) */
August 6,
Mr*** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 27, 2015, we received your complaint, dated July 22, 2015, filed with the RevDex.com
You mentioned the following concerns:
Early termination fee
Auto-collection
Unreturned equipment fees
Compensation
You said that we automatically debited your credit card account for a $internet early termination feePlease note authorization to automatically debit your credit card account for early termination or unreturned equipment fees was provided in the original agreementEnclosed is a copy for your review
Our records reveal that this issue was addressed and resolved on April 23, 2015, when the fee was removed and refunded
You disputed the charge for a receiver that was applied to your account when you disconnected your serviceYou indicated that you purchased the equipmentAlthough we have no record of a payment for the purchase of the receiver, I made an exception and removed your account balance of $There is no longer a balance due to DISH Network
We cannot honor your request for $1,compensation
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 through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/07/27) */
July 21,
*** *** ***
XXXXX *** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with
the Revdex.com
You said that you initiated a DISH Network account but it was found that DISH Network was unable to install our service at your addressYou said that you received a partial refund and you requested that the rest of your funds be returned
When we spoke, I advised you that you initiated your account through an independent retailer, Infinity DishInfinity charges a $processing fee to set up your DISH Network accountThis fee is not charged by DISH Network and we do not receive any part of itWe are unable to refund money we did not collect
You indicated that you spoke with Infinity and they agreed to refund $of your payment
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: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
February 15, Mr*** *** *** ** *** *** *** *** *** ** ***
* Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com You maintain that your roof was damaged by a DISH Network technicianYou requested that DISH Network reimburse you $for the repairs Our records reveal that your damage claim was researched and deniedAs a result, we are unable to honor your request When I spoke with you by phone today, I advised you that you may contact DISH Network’s Corporate Field Resolutions Department at 1-866-946-to further pursue your claim If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely,
Initial Business Response /* (1000, 5, 2015/11/03) */
October 29,
*** *** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 27, 2015, we received your complaint, dated October 26, 2015, filed with the
Revdex.com
You said that when you placed your order for our service you were told you would be able to watch two specific NFL teams' football gamesYou found this to be untrue and asked that we release you from your contract
When we spoke by phone I advised you that I will meet your request to release you from your contract
We strive to provide excellent service and 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: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with the representative of Dish Network, I felt like they had fully investigated my claimsI appreciated their thorough response to my complaintI had requested that they release me from my contract without my having to pay the cancellation penalty, which they granted
January 18, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On January 13, 2016, we received your complaint, dated January 8, 2016, filed with the Revdex.com You expressed concern regarding a technical issue you had with your DVR receiver, and the takedown of WLEXYou asked that we release you from your contract When we spoke by phone, I explained that the issue you experienced with your DVR was an isolated issue as we don’t use towersOur service is delivered through satellite Furthermore, I explained that our contract states that programming is subject to change at any time, as we do have to renegotiate our contract with the providersI told you that WLEX was restored as of January 10, Your request to be released from your contract is denied 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: Mon - Fri 6:a.mto 2:p.mMDT
Initial Business Response /* (1000, 5, 2015/08/31) */
August 21,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 21, 2015, we received your correspondence, dated August 20,
2015, filed with the Revdex.com
You maintain you were unaware of the term commitment when you participated in an equipment upgradeYou disputed the early termination fee
Our records show that you participated in the DISH'n It Up equipment upgrade promotion with a 24-month commitmentBecause the service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination fee
When we spoke today, I advised you that I reversed the $early termination fee
As a courtesy, I also reversed the balance of $for the programming and return box fee for the return of the leased equipment
We regret 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,
***
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
*** ***
Initial Business Response /* (1000, 4, 2015/05/18) */
May 12,
Ms*** *** ***
*** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the
Revdex.com
When I spoke with you by phone on May 8, 2015, you requested that I call you backMy attempt to contact you by phone on May 11, 2015, was unsuccessful; however, I left a message
You expressed concern with the following:
Billing
Credit Card AutoPay (CCA)
24-month agreement
You indicated that you are not receiving the monthly rate of $or $that was promisedYour TV service was activated with our America's Top packageYour promotion included a $monthly discount for the first months, reducing the package price from $to $plus taxInternet service was added on April 14, The internet package price is $59.99, and there is a monthly TRIA fee of $With the bundle discount, your total monthly rate was $plus taxThe billing statement of $that generated on April 28, 2015, included the regular monthly charges, prorated charges of $for the internet service and two payments totaling $
Our records reveal your TV package was changed to the Smart Package ($34.99)Due to the level of the package, the monthly discount was reduced to $The $bundle discount was also removedThis makes your current monthly rate $plus tax
You also said that you did not agree to CCAA review of the sales call recording revealed that CCA was disclosed and you agreed to enroll in itCCA was removed on May 1, 2015, through your online DISH Network account
You maintain that you did not sign a 24-month agreement and you do not agree with the early termination fee to disconnect one of the servicesYou are currently enrolled in a 24-month commitment for each serviceThe term commitments were disclosed at the point of sale and via email at ***@***.COMHowever, I was unable to locate copies of the agreements; therefore, the term commitments for the TV and internet service have been removed
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: Monday-Friday, 6:am - 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
September 7, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On August 31, 2017, we received your complaint, dated August 28, 2017, filed with the Revdex.com You said that DISH Network didn’t process your check payment, which resulted in you being charged a $return check feeYou indicated that you have been using the same bank account for sending in your payment and you have never had an issueYou want to know why we didn’t process your check payment When we spoke I informed you that when a customer sends in a check or money order, it is processed electronicallyAn image is taken of the check or money order and then it is destroyedIt is possible that a number was transposed during this process, thereby causing your payment to be invalidI apologized for any inconvenience and I told you that the $return check fee has been waivedYou may continue to send in your check payments If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/09/08) */
August 27,
*** *** ***
*** *** ***
*** PA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed
with the Revdex.com
You disputed the early termination fee associated with your DISH Network accountYou said that we were unable to provide you with service at your new address
When we spoke, I advised you that DISH Network is able to provide you with service but you advised us that your Home Owner's Association (HOA) does not allow dishesAs I explained, because your relocation and your HOA's rules are out of DISH Network's control, your early termination fee is validHowever, as a courtesy, I waived the fee
Please contact us at (XXX) XXX-XXXX to disconnect your account and to receive boxes to return your leased equipment
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: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/05/11) */
May 8,
Ms*** ***
*** *** **
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your correspondence, dated May 4, 2015, filed with the
Revdex.com
You expressed dissatisfaction with the satellite TV service and requested to cancel your accountYou disputed the signature on the agreement and the early termination fee
Today, during our email correspondence, I offered to waive the early termination fee of $if you agree to pay a $activation feeYou accepted this resolution and I disconnected your service
Please pay the balance of $48.06, which includes the activation fee
A return box with label will be delivered to your home address by UPSPlease return the leased receiver and remote control
We regret that the service was not to your satisfaction and for any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to waive the termination fee & pay the balance of $However, I just received an email that my balance to Dish is $I WILL NOT be paying that, I pray this is a mistake I your part or further action will have to be taken
January 26, Ms*** *** *** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 17, 2018, we received your complaint, dated January 12, 2018, filed with the Revdex.com You mentioned that when you upgraded your system, the $technician fee was not removed from your accountYou maintain that you were told there was no payment due, but your bill increased significantly and your service was interruptedYou indicated that you were told your service could be restored that day (January 12, 2018), if you made a payment of $by January 16, You expressed concern with the customer service you received Our records reveal that the $technician fee that was applied to your account on November 3, 2017, was removed on December 7, 2017, and you were advised of this on January 12, We have no record of you being told that there was no payment dueA review of the chat from November 1, 2017, reveals that you were advised that the amount due on your account was $with $being the past-due amount I enclosed a copy of your October 28, 2017, billing statement, which reveals the balance due of $ A review of the calls on January 12, 2018, reveals that the agent did not tell you your service would be restored that day if a payment of $was made by the 16thShe advised you that you had until the 16th to make a payment of $and you could make a payment today which would go towards the past-due amountYou stated that it would not work because you needed until the end of the monthShe advised you that you were not eligible for an extension, as only one extension per billing cycle is availableAlthough she suggested that you reduce your programming package, no changes were madePlease not that credits for any changes would only be applied once it occurred and all current charges were for service rendered Your service charges are currently $per month and we only receive partial paymentsBecause of this, your bill continues to increase causing service interruptionsPlease note that you may reduce your services at any time I apologize that you were dissatisfied with the customer service you received When I spoke with you by telephone today, you told me that you intend to close this complaint 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- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
December 23,
Ms*** *** ***
*** *** *** ***
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 23, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com
You indicated that you have not received a copy of your 24-month agreement
Our records reveal that a copy of your Digital Home Advantage 24-month agreement was emailed to you on August 18, 2015, at ***
Enclosed is an additional copy of the DHA agreement
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: Monday through Friday 7:am to 3:pm MDT
*** ***
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
June 29, Ms*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 27, and 29, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You expressed concern regarding technical issues with your TV service and the amount of time it took to have a technician come to your homeYou also said that you lost phone service in May and neither DISH Network nor CenturyLink would take responsibility A review of your account reveals that I addressed your concerns through a complaint you filed with the Federal Communications CommissionEnclosed is a copy of my response 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: Mon - Fri 6:a.mto 2:p.mMDT *** ***\
March 31, Ms*** *** ** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com You stated that you have experienced unresolved issues with your DISH Network serviceThis led you to disconnect your serviceYou were informed that you were under a 24-month contractual commitment and you would be charged an early termination feeYou did not sign a contract and you were under the impression that you had a 12-month promotionYou were provided a copy of the contract in question and you indicated that the signature on the document was not yoursYou requested that the early termination fee be waived When we spoke on March 30, 2016, I explained that our standard promotion was a 12-month discount with a 24-month contractAdditionally, our records do not indicate that your service issues were reportedHowever, since you indicated that the signature on the contract was not yours, I agreed to waive your early termination fee, as a courtesyYou accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** ***
August 23, Dear Mrand Mrs***: On August 16, 2016, we received your complaint, dated August 13, 2016, filed with the Revdex.com You expressed concern that your DISH Network account was disconnected without your permissionYou also requested
information about blackouts for NFL gamesWhen we spoke, I advised you that I waived your $early termination due to the erroneous disconnection of your account I also advised you that, while we certainly understand your frustration, DISH Network has very little control over blackouts, as the retransmission of games is at the discretion of the rights owners of that game We appreciate you bringing this issue to our attention so that we may address it internally 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, 5, 2015/11/12) */
November 4,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 4, 2015, we received your correspondence, dated November 3,
2015, filed with the Revdex.com
You stated that you contacted DISH Network and you requested a payment arrangement to resolve your past due account balanceAdditionally, you have been required to move twice recently; therefore, you requested assistance with the moving feesYou are seeking a resolution that will allow you to resolve your account balance and prevent your account from being disconnected and charged an early termination fee
When we spoke today, I agreed to waive your moving fees as a courtesyAdditionally, I provided you a discount for the monthly additional receiver feeWe also agreed that placing your account on DISH Pause while you resolve your account balance would be the best solution
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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolution suits me and helps the situation alotThank you for the quick response and taking the time to help me out!
Initial Business Response /* (1000, 5, 2015/08/13) */
July 29,
Ms*** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 24, 2015, we received your correspondence, dated July 23, 2015,
filed with the Revdex.com
You maintain that you established your service with a programming package of $per month and said that you were unaware of the two-year agreementYou disputed the early termination fee and the payments collected by DISH Network for this fee
I attempted to reach you at (XXX) XXX-XXXX on July 27, and 29, I left three voice messagesAlthough you returned my call, we were unable to speak directly
A review of your account reveals that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentThe terms of the promotion were provided at the time of sale and a sales confirmation email was sent to ***@hotmail.com on June 2, (the date of sale)This email disclosed the terms of the promotion and billing
Our records show that the equipment was installed on June 3, 2015, and a copy of your signed DHA agreement was also emailed to ***@hotmail.com on this dateI have enclosed a second copy of your signed DHA agreement for your records
Because you agreed to the 24-month commitment, we provided you with a monthly programming discount of for twelve months and HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for four months
Per your request, the premium channels were removed and a prorated credit of $was applied to your account for the channels on October 10,
In January 2015, DISH Network experienced a $monthly increase for the America's Top packageTo offset this increase, we applied a $price protection credit to your account for four months to honor the quoted first year pricing
These discounts made the America's Top package $before tax for monthsHowever, you also subscribed to the DVR service and the Protection Plan, and you had two Joey receiver feesYour monthly billing rate before tax and discounts is $When the free and discounted service ended, the regular price applied
Please note that DISH Network bills receiver fees based on the number of receivers active and the functionality of the receiversThese fees cannot be waivedThe billing is accurate
Since your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was appliedWhen you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and shipping return feesYou were also billed $for the box return fee for the return of the leased equipment
Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customerIn your case, you received a free installation, free equipment, free activation, and free and discounted programmingWe are unable to reverse the early termination fee
In addition, our records indicate that you established Credit Card AutoPay (CCA) and you authorized DISH Network to collect a payment for the amount due every monthOn June 23, 2015, the system collected a payment of $This payment covers service rendered, a box return fee and early termination feesI submitted a refund of $Please allow five business days for processing
We regret 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,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not make up for the fact that the contract was misrepresented by the installer who went over the contract with me & pointed to the box that said it was for a month contract vs the month contractI realize that I gave them permission to direct withdraw monthly payments from my account, however, the $that they mention, that they removed from my account states that it was a credit card debit & not an auto withdraw as the $payment posted asThey had no permission to remove those funds from my account on June 26th, which I have had to call numerous times & was given the run around to receive my funds back which were essentially stolen from my account nearly months ago!!! I will eat the $for their $early termination fee + $return box fee + $in taxes!?! = $(which the taxes assessed were for a month of service, which I did not receive)I will never deal with this company & will make sure that I spread the word to all of my personal & social media family & friends as to the manipulative business antics that this company portraysI would like to make it a point that my initials & signature on the contract are digitalYou are only shown the parts that they want you to see when you sign up
Final Business Response /* (4000, 9, 2015/08/27) */
August 20,
Ms*** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 20, 2015, we received your rebuttal, dated August 19, 2015, filed with the Revdex.com
You said that a technician advised you that your term commitment was for one yearYou indicated that you authorized Credit Card AutoPay (CCA) on your accountHowever, you disputed the $payment that was collectedYou also provided feedback regarding your experience
As previously explained, you participated in the Digital Home Advantage (DHA) promotion with a 24-month commitmentAt the time of sale, the terms and conditions along with the billing was disclosedIn addition, a sales confirmation email was sent to ***@hotmail.com on June 2, 2014, which disclosed the DHA terms and billingFurthermore, a copy of your signed DHA agreement was also emailed to the same address on June 3, (the date of installation)
Since your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was applied to your accountWhen you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and box return feesOn June 3, 2015, we sent a ten-day notice to ***@hotmail.com advising you of the $collection
The CCA payment of $was collected for the early termination fee, box return fees and for service rendered through June 2, (the date of disconnection)Therefore, a refund of $was applied to your credit card account ending in on July 30, I regret any confusion
We appreciate your feedback and your concerns will be shared 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 to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
October 4, Dear Mr***: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com You said that you were told that you didn’t have to return your leased equipment, but you were charged for it
You requested that the unreturned equipment fees be waived When we spoke by phone I advised you that I will meet your request and waive the unreturned equipment feesYour DISH Network account now has a zero balance If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely,
*** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
*** *** ***
*** *** ***
*** *** ***
*** ** ***
*** *** *** * ***
*** Dear Mr***: On January 13, 2016, we received your rebuttal, dated January 12, 2016, filed with the Revdex.comYou maintain that the service was misrepresented to you and that you were told you would not be charged an early termination feeYou also said that you returned your equipment by leaving it on your porch to be picked upAs I stated in my previous correspondence, our records don’t reflect that we agreed to waive the early termination fee associated with your promotionsIn fact, we consider the charges to be accurateEnclosed are copies of your DISH Network contractsWe have not received your leased equipment, which is why you were charged for unreturned equipment feesWe provided you with shipping labels through UPS and if you believe they retrieved your equipment, we recommend that you contact them regarding the missing packagesIf 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-#### ***
*** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 4, 2015/05/21) */
May 18,
Mrs*** ***
*** 1/*** Dr
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mrs***:
On May 11, 2015, we received your correspondence, dated May 8, 2015,
filed with the Revdex.com
You said that DISH Network collected two payments in the amount of $and you requested a refund for one payment
A review of your account reveals that due to a system error, two Credit Card AutoPay (CCA) payments were collectedI apologize for any inconvenience you may have experienced
When I spoke with your husband (Mr***) today, I advised him that I reversed the balance of $96.29, which includes the $Pay-Per-View event, from your accountI also submitted a refund in the amount of $Please allow five business days for processing
In addition, I waived your 24-month term commitment
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnel
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: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 6, 2015/08/07) */
August 6,
Mr*** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 27, 2015, we received your complaint, dated July 22, 2015, filed with the RevDex.com
You mentioned the following concerns:
Early termination fee
Auto-collection
Unreturned equipment fees
Compensation
You said that we automatically debited your credit card account for a $internet early termination feePlease note authorization to automatically debit your credit card account for early termination or unreturned equipment fees was provided in the original agreementEnclosed is a copy for your review
Our records reveal that this issue was addressed and resolved on April 23, 2015, when the fee was removed and refunded
You disputed the charge for a receiver that was applied to your account when you disconnected your serviceYou indicated that you purchased the equipmentAlthough we have no record of a payment for the purchase of the receiver, I made an exception and removed your account balance of $There is no longer a balance due to DISH Network
We cannot honor your request for $1,compensation
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 through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/07/27) */
July 21,
*** *** ***
XXXXX *** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with
the Revdex.com
You said that you initiated a DISH Network account but it was found that DISH Network was unable to install our service at your addressYou said that you received a partial refund and you requested that the rest of your funds be returned
When we spoke, I advised you that you initiated your account through an independent retailer, Infinity DishInfinity charges a $processing fee to set up your DISH Network accountThis fee is not charged by DISH Network and we do not receive any part of itWe are unable to refund money we did not collect
You indicated that you spoke with Infinity and they agreed to refund $of your payment
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: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
February 15, Mr*** *** *** ** *** *** *** *** *** ** ***
* Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com You maintain that your roof was damaged by a DISH Network technicianYou requested that DISH Network reimburse you $for the repairs Our records reveal that your damage claim was researched and deniedAs a result, we are unable to honor your request When I spoke with you by phone today, I advised you that you may contact DISH Network’s Corporate Field Resolutions Department at 1-866-946-to further pursue your claim If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely,
Initial Business Response /* (1000, 5, 2015/11/03) */
October 29,
*** *** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 27, 2015, we received your complaint, dated October 26, 2015, filed with the
Revdex.com
You said that when you placed your order for our service you were told you would be able to watch two specific NFL teams' football gamesYou found this to be untrue and asked that we release you from your contract
When we spoke by phone I advised you that I will meet your request to release you from your contract
We strive to provide excellent service and 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: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with the representative of Dish Network, I felt like they had fully investigated my claimsI appreciated their thorough response to my complaintI had requested that they release me from my contract without my having to pay the cancellation penalty, which they granted
January 18, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On January 13, 2016, we received your complaint, dated January 8, 2016, filed with the Revdex.com You expressed concern regarding a technical issue you had with your DVR receiver, and the takedown of WLEXYou asked that we release you from your contract When we spoke by phone, I explained that the issue you experienced with your DVR was an isolated issue as we don’t use towersOur service is delivered through satellite Furthermore, I explained that our contract states that programming is subject to change at any time, as we do have to renegotiate our contract with the providersI told you that WLEX was restored as of January 10, Your request to be released from your contract is denied 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: Mon - Fri 6:a.mto 2:p.mMDT
Initial Business Response /* (1000, 5, 2015/08/31) */
August 21,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 21, 2015, we received your correspondence, dated August 20,
2015, filed with the Revdex.com
You maintain you were unaware of the term commitment when you participated in an equipment upgradeYou disputed the early termination fee
Our records show that you participated in the DISH'n It Up equipment upgrade promotion with a 24-month commitmentBecause the service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination fee
When we spoke today, I advised you that I reversed the $early termination fee
As a courtesy, I also reversed the balance of $for the programming and return box fee for the return of the leased equipment
We regret 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,
***
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
*** ***
Initial Business Response /* (1000, 4, 2015/05/18) */
May 12,
Ms*** *** ***
*** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the
Revdex.com
When I spoke with you by phone on May 8, 2015, you requested that I call you backMy attempt to contact you by phone on May 11, 2015, was unsuccessful; however, I left a message
You expressed concern with the following:
Billing
Credit Card AutoPay (CCA)
24-month agreement
You indicated that you are not receiving the monthly rate of $or $that was promisedYour TV service was activated with our America's Top packageYour promotion included a $monthly discount for the first months, reducing the package price from $to $plus taxInternet service was added on April 14, The internet package price is $59.99, and there is a monthly TRIA fee of $With the bundle discount, your total monthly rate was $plus taxThe billing statement of $that generated on April 28, 2015, included the regular monthly charges, prorated charges of $for the internet service and two payments totaling $
Our records reveal your TV package was changed to the Smart Package ($34.99)Due to the level of the package, the monthly discount was reduced to $The $bundle discount was also removedThis makes your current monthly rate $plus tax
You also said that you did not agree to CCAA review of the sales call recording revealed that CCA was disclosed and you agreed to enroll in itCCA was removed on May 1, 2015, through your online DISH Network account
You maintain that you did not sign a 24-month agreement and you do not agree with the early termination fee to disconnect one of the servicesYou are currently enrolled in a 24-month commitment for each serviceThe term commitments were disclosed at the point of sale and via email at ***@***.COMHowever, I was unable to locate copies of the agreements; therefore, the term commitments for the TV and internet service have been removed
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: Monday-Friday, 6:am - 3:pm MDT
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
September 7, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On August 31, 2017, we received your complaint, dated August 28, 2017, filed with the Revdex.com You said that DISH Network didn’t process your check payment, which resulted in you being charged a $return check feeYou indicated that you have been using the same bank account for sending in your payment and you have never had an issueYou want to know why we didn’t process your check payment When we spoke I informed you that when a customer sends in a check or money order, it is processed electronicallyAn image is taken of the check or money order and then it is destroyedIt is possible that a number was transposed during this process, thereby causing your payment to be invalidI apologized for any inconvenience and I told you that the $return check fee has been waivedYou may continue to send in your check payments If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***