Initial Business Response /* (1000, 5, 2015/06/08) */
June 5,
*** *** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 3, 2015, we received your complaint, dated June 2, 2015, filed with the RevDex.com
You expressed concern with the processing time to receive a refund for an overpayment
Our records reveal that we received two credit card payments of $on May 29, The processing time for a credit card refund is seven daysThis includes two days for DISH Network to process the refund and five days for your bank to process the refund
A refund of $was submitted to your credit card account on June 3,
When I spoke with you by phone today, I advised you that the refund was approved and applied to your credit card account todayPlease allow two to three business days for your bank to process
We strive to provide excellent service and regret that your experience was unfavorable
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
*** Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish Networks expedited the refund and I have since received it, much faster than their original timeline they had given me
March 3, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com You expressed concern that your local channel’s recordings are pixelatedYou would like this resolved A review of your account reveals that we have done everything in our power to try and resolve this issue, to no availWe replaced your equipment and cables, but it did not fix the problemWe sent a Field Service Manager to your home and he determined that the issue is from the channel providerAt this point we have exhausted all of our optionsYou are not under a contract with DISH Network; therefore, you may disconnect your account to find a provider that better fits your needs 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 (720) 514- cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/07/20) */
July 17,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 13, 2015, we received your complaint, dated July 9, 2015, filed with the
Revdex.comMy attempts to reach you by phone on July 15, and 17, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that when you signed up for our service you were offered a $prepaid Visa card, but you have not received itYou asked that we honor the offer for a $prepaid Visa card
A review of your account reveals that you initiated your service through Pacific Coast Connections LLC (XXX-XXX-XXXX)We request that you contact them directly, as they are responsible for the offer
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
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been getting sent back and forth from dish and pacific coast connectionsThey both point the blame at each otherAs the customer it shouldn't be my responsibility to get both the parent company and their authorized representative on the same page
Final Consumer Response /* (4200, 11, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once againI have contacted them numerous times only to be told that they were waiting on Dish to issue themAlso, once again as the parent company you should not leave it up to the customer to just be sent back and forth between them and their authorized representative
Final Business Response /* (4000, 13, 2015/08/27) */
August 21,
Mr*** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your rebuttal, dated August 18, 2015, filed with the Revdex.com
You said that Pacific Cost Connections told you that we have not issued the gift card to them
Pacific Cost Connections is an independent retailer and they have their own promotions and offers that are not provided by DISH NetworkI regret that we are unable to assist you
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
Cherokee St
Denver, CO XXXXX
*** ***
May 31, *** *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on May 26, and 31, 2017, and I left three messagesI also sent an email to *** with a request to contact me You said that you were supposed to receive a $gift card, but you did not Our records reveal that you initiated your account through *** *** ***, an independent retailer, and the $gift card is not a DISH Network offer *** *** *** advised us that the gift card was shipped on March 1, Since you indicated that you have not received it, they have reissued the card and it was scheduled for delivery on May 26, Please contact me directly if you have not received it 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 20,
*** *** ***
XXXX XXth *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 15, 2015, we received your complaint, dated October 14, 2015,
filed with the Revdex.com
You maintain that when you cancelled your television service, you were advised that you would receive a $refund; however, you were billed $insteadWhen you asked that the amount be refunded and to be sent a bill for the prorated charges, your request was deniedYou requested a refund of at least $and copies of your last three billing statements
When I called you to discuss the issue today, you requested that I provide you with a written response
A review of your account reveals that we charged you $plus tax for an unreturned modem and you recently disputed a payment with your credit card company, leaving a balance of $on your DISH Network accountWe have no record of receiving the modem and as such, the balance is validHowever, in the interest of reaching a resolution, I removed the unreturned modem fee from your accountAdditionally, I waived the early termination and box return fees associated with your television service and I submitted a refund of $Please allow three to five days for processing
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 are we 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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke with John McPhaul and verified the modem was returnedAll proper credits have been issued
Thanks,
*** ***
Initial Business Response /* (1000, 5, 2015/10/20) */
October 14,
*** *** ***
*** *** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 8, 2015, we received your correspondence, dated October 7,
2015, filed with the Revdex.com
You indicated that on September 22, 2015, two payments were applied to your DISH Network account in errorYou contacted DISH Network to resolve the matter and you were informed that you would receive a refund for the overpayment within hoursThis was not the caseYou made several unsuccessful attempts to resolve the matterAdditionally, the customer service that you encountered did not meet your expectationsYou were finally required to dispute the payment with your bank to resolve the matterYou requested that your concerns be addressed
When we spoke today, I verified that the payment reversal was received and I confirmed the current account balanceI informed you that I had reviewed your calls regarding the refund and your concerns would be addressed internallyI also offered to provide you a monthly $credit for six months for your inconvenienceYou accepted this resolution
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
*** ***
December 15,
*** *** ***
*** ** * *** ***
*** *** *** ** ***
Re: Revdex.com Complaint # ***
8***###-###-####
Dear Ms***:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com
You said
that your bank account was debited for unreturned equipment after you returned itYour request for a refund was met with conflicting informationYou requested to have your funds returned
When we spoke, I advised you that I am working with our Refunds Team to have your refund issued as soon as possible
Our records indicate that your account was disconnected due to non-payment on October 28, Per the terms of your customer agreement, unreturned equipment fees were applied to your account immediately and you were sent an email on November 5, 2015, informing you that DISH Network would begin attempting to debit those fees on November 22, 2015, from the credit or debit card account you used to qualify for your account
I advised you that, as your leased equipment was returned the Friday after Thanksgiving, our warehouse was not able to log and test your equipment immediatelyAs such, our system automatically debited the unreturned equipment fees
We sincerely regret any confusion this issue may have caused and, as I informed you, I have forwarded this issue to the appropriate department for internal review
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: 6:am - 2:pm (MDT), Mon-Fri
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***
June 6, *** *** ** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On June 5, 2017, we received your complaint, dated May 30, 2017, filed with the Revdex.com You expressed further concern with a letter that you received in an attempt to collect a payment As previously advised, any questions or concerns regarding the letter you received can be directed to *** *** ** ***. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 29, Mr*** *** *** ** *** ***
***, ** *** Re: Revdex.com Complaint # *** *** Dear Mr***: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.comI unsuccessfully attempted to contact you at ###-###-#### on January 25, and 28, 2016, and I left three messagesI also received your messagesYou indicated that you have experienced many technical issues, including receiver replacements, and the issues have not been resolvedBecause of this you requested to be released from the 24-month agreementA review of your account reveals many technical issues reported with several technician visitsI agreed to honor your request and release you from the 24-month agreementPlease contact me with a disconnection dateAlternatively, you have the option to choose to continue with your service without a commitmentIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
I filled he complaint because I had horrible service since I got dish network in 2014, month of 11-12-and several other code then your customer service is rude when you call about boxes going out say I need to pay for the box replacement when I paid the for the service to my house not once but twice my boxes when out and now they are starting the same thing again the final straw was when I asked you customers service to do the nine dollar for day and the couldn't even do that right! You think I should pay for bad service all the time and just accept it month of bad customer service after I sent m my mom father in law uncle aunt friend to dish and only got one refer cause my mom remember never complained I didn't get the dollar off ! month of light wind blow taking my service out when you man who work for you told me the installed it wrong then he thought he fixed it and it was out againI have the money to pay it the idea I have to keep paying for bad service and get nothing fixed and bad customer service when I complain! Like I said I will tell everyone how horrible you treat you customer after they send you several client and my family who is with you also will be filling complaint because the only when with you cause I refer them other wish the would go with dirctv or charter! So I know they will want out of their contract because they won't want to have to deal with bad service either especially after I tell them how I was treat by your reps! Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
October 17, *** *** ***
*** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On October 13, 2017, we received your complaint, dated October 12, 2017, filed with the Revdex.com You expressed dissatisfaction with your installation experienceYou requested to receive compensation or for your 24-month commitment to be waived When we spoke, I informed you that I added a one-time credit of $to the courtesy credits already applied to your account for this issue, bringing your current balance to $0.00. You confirmed that your dish was installed and the service is working as of October 16, We sincerely regret any inconvenience this issue may have caused. As I advised you, I forwarded your concerns to the appropriate department for internal review If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** * *** ** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Ms***: On February 1, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.comYou expressed concern with mail you are receiving from DISH Network and you requested that we remove your information from our mailing listWhen we spoke, I informed
you that I added your and your husband’s information to our internal Do Not Contact listPlease allow up to eight weeks for processingI advised you that you may contact me if you receive mail from another company regarding DISH Network service, to assist in its removalIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Speci***st Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
December 5, Ms*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On November 22, 2017, we received your complaint, dated December 8, 2017, filed with the Revdex.com You indicated that you received *** internet service during the time that your dishNET Wireline internet was activeHowever, you discovered that the dishNET service was not connected until November 20, You requested a refund for ten months of service When I spoke with you by telephone today, I advised you that since you have already been provided a refund of $223.97, I honored your request and I submitted a refund for the remaining $ I apologize on behalf of DISH Network for your experience 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 *** ***
Initial Business Response /* (1000, 4, 2015/05/11) */
May 4,
Ms*** ***
*** *** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed with the
Revdex.com
You expressed concern with the early termination fee that was applied to your DISH Network accountYou maintain that you were not told about the term commitment for the equipment upgradeYou also said that the box return fee was not disclosed
Your service was initially activated through our Digital Home Advantage (DHA) promotion on August 16, 2013, with a 24-month commitmentThe maximum early termination fee for this promotion is $480.00, which is prorated at $for each month remaining in the term commitmentOn April 4, 2014, you were enrolled in a second 24-month commitment when your equipment was upgraded through our DISH'n It Up (DIU) promotionThe maximum early termination fee for this promotion is $240.00, which is prorated at $for each remaining month
Your service was disconnected on April 22, You had six months remaining in your DHA promotion and months remaining in your DIU promotionAs the amount of the early termination fee was the same for both promotions, the fee was applied for the most recent promotion that was added to your account
A $box return fee applies for each receiver on your accountAs a courtesy, one of the two $fees was waived on your accountI regret if these fees were not disclosed
When I spoke with you by phone on May 1, 2015, I advised you that I waived the early termination fee and box return feeI also submitted a refund of $to your credit card accountPlease allow three to five business days for the refund to process
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
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that they have refunded all over-charges to me,as requestedI'm satisfied with the resolution
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
December 15,
*** *** ***
*** ** *** ***
*** ** ***
*** *** *** * ***
***
Dear Ms***:
On December 14, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com
You indicated
that we continue to bill you, even though you filed for bankruptcy, and we disconnected your serviceYou stated that you provided us with the paperwork
A review of this account reveals that we received the bankruptcy paperwork, but as the bankruptcy has not been discharged yet, the balance has not been cleared
When I spoke with you by telephone today, I explained that our system only recognizes that you have carried a past-due balance for more than days and because of that, it automatically interrupted the serviceAlthough the amount that you filed for bankruptcy (which you stated was for charges prior to October 24, 2015) will remain as a past-due balance, payments made towards your current service are requiredSince you are aware that your monthly service charges are $plus tax, monthly payments should have been made to avoid the service interruption
You informed me that you provided us with paperwork for a "Stay"We have no record of receiving any further documentation past August 23, I contacted the bankruptcy department and they cleared the balance of $
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
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
March 24, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On March 22, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com You indicated that you were dissatisfied with the customer service you received During our call on March 15, 2016, I informed you that a review of the sales call revealed that you only mentioned certain channels and that they were included in the package that you activated your account with (America’s Top 200) I apologize that you were dissatisfied with the customer serviceIt was not my intent to add to your frustration If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank You !!!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/08) */
June 5,
*** *** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 3, 2015, we received your complaint, dated June 2, 2015, filed with the RevDex.com
You expressed concern with the processing time to receive a refund for an overpayment
Our records reveal that we received two credit card payments of $on May 29, The processing time for a credit card refund is seven daysThis includes two days for DISH Network to process the refund and five days for your bank to process the refund
A refund of $was submitted to your credit card account on June 3,
When I spoke with you by phone today, I advised you that the refund was approved and applied to your credit card account todayPlease allow two to three business days for your bank to process
We strive to provide excellent service and regret that your experience was unfavorable
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
*** Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish Networks expedited the refund and I have since received it, much faster than their original timeline they had given me
March 3, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com You expressed concern that your local channel’s recordings are pixelatedYou would like this resolved A review of your account reveals that we have done everything in our power to try and resolve this issue, to no availWe replaced your equipment and cables, but it did not fix the problemWe sent a Field Service Manager to your home and he determined that the issue is from the channel providerAt this point we have exhausted all of our optionsYou are not under a contract with DISH Network; therefore, you may disconnect your account to find a provider that better fits your needs 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 (720) 514- cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/07/20) */
July 17,
*** *** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 13, 2015, we received your complaint, dated July 9, 2015, filed with the
Revdex.comMy attempts to reach you by phone on July 15, and 17, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that when you signed up for our service you were offered a $prepaid Visa card, but you have not received itYou asked that we honor the offer for a $prepaid Visa card
A review of your account reveals that you initiated your service through Pacific Coast Connections LLC (XXX-XXX-XXXX)We request that you contact them directly, as they are responsible for the offer
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
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been getting sent back and forth from dish and pacific coast connectionsThey both point the blame at each otherAs the customer it shouldn't be my responsibility to get both the parent company and their authorized representative on the same page
Final Consumer Response /* (4200, 11, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once againI have contacted them numerous times only to be told that they were waiting on Dish to issue themAlso, once again as the parent company you should not leave it up to the customer to just be sent back and forth between them and their authorized representative
Final Business Response /* (4000, 13, 2015/08/27) */
August 21,
Mr*** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your rebuttal, dated August 18, 2015, filed with the Revdex.com
You said that Pacific Cost Connections told you that we have not issued the gift card to them
Pacific Cost Connections is an independent retailer and they have their own promotions and offers that are not provided by DISH NetworkI regret that we are unable to assist you
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
Cherokee St
Denver, CO XXXXX
*** ***
May 31, *** *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on May 26, and 31, 2017, and I left three messagesI also sent an email to *** with a request to contact me You said that you were supposed to receive a $gift card, but you did not Our records reveal that you initiated your account through *** *** ***, an independent retailer, and the $gift card is not a DISH Network offer *** *** *** advised us that the gift card was shipped on March 1, Since you indicated that you have not received it, they have reissued the card and it was scheduled for delivery on May 26, Please contact me directly if you have not received it 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 20,
*** *** ***
XXXX XXth *** **
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 15, 2015, we received your complaint, dated October 14, 2015,
filed with the Revdex.com
You maintain that when you cancelled your television service, you were advised that you would receive a $refund; however, you were billed $insteadWhen you asked that the amount be refunded and to be sent a bill for the prorated charges, your request was deniedYou requested a refund of at least $and copies of your last three billing statements
When I called you to discuss the issue today, you requested that I provide you with a written response
A review of your account reveals that we charged you $plus tax for an unreturned modem and you recently disputed a payment with your credit card company, leaving a balance of $on your DISH Network accountWe have no record of receiving the modem and as such, the balance is validHowever, in the interest of reaching a resolution, I removed the unreturned modem fee from your accountAdditionally, I waived the early termination and box return fees associated with your television service and I submitted a refund of $Please allow three to five days for processing
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 are we 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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke with John McPhaul and verified the modem was returnedAll proper credits have been issued
Thanks,
*** ***
Initial Business Response /* (1000, 5, 2015/10/20) */
October 14,
*** *** ***
*** *** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 8, 2015, we received your correspondence, dated October 7,
2015, filed with the Revdex.com
You indicated that on September 22, 2015, two payments were applied to your DISH Network account in errorYou contacted DISH Network to resolve the matter and you were informed that you would receive a refund for the overpayment within hoursThis was not the caseYou made several unsuccessful attempts to resolve the matterAdditionally, the customer service that you encountered did not meet your expectationsYou were finally required to dispute the payment with your bank to resolve the matterYou requested that your concerns be addressed
When we spoke today, I verified that the payment reversal was received and I confirmed the current account balanceI informed you that I had reviewed your calls regarding the refund and your concerns would be addressed internallyI also offered to provide you a monthly $credit for six months for your inconvenienceYou accepted this resolution
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
*** ***
December 15,
*** *** ***
*** ** * *** ***
*** *** *** ** ***
Re: Revdex.com Complaint # ***
8***###-###-####
Dear Ms***:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com
You said
that your bank account was debited for unreturned equipment after you returned itYour request for a refund was met with conflicting informationYou requested to have your funds returned
When we spoke, I advised you that I am working with our Refunds Team to have your refund issued as soon as possible
Our records indicate that your account was disconnected due to non-payment on October 28, Per the terms of your customer agreement, unreturned equipment fees were applied to your account immediately and you were sent an email on November 5, 2015, informing you that DISH Network would begin attempting to debit those fees on November 22, 2015, from the credit or debit card account you used to qualify for your account
I advised you that, as your leased equipment was returned the Friday after Thanksgiving, our warehouse was not able to log and test your equipment immediatelyAs such, our system automatically debited the unreturned equipment fees
We sincerely regret any confusion this issue may have caused and, as I informed you, I have forwarded this issue to the appropriate department for internal review
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: 6:am - 2:pm (MDT), Mon-Fri
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***
June 6, *** *** ** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On June 5, 2017, we received your complaint, dated May 30, 2017, filed with the Revdex.com You expressed further concern with a letter that you received in an attempt to collect a payment As previously advised, any questions or concerns regarding the letter you received can be directed to *** *** ** ***. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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January 29, Mr*** *** *** ** *** ***
***, ** *** Re: Revdex.com Complaint # *** *** Dear Mr***: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.comI unsuccessfully attempted to contact you at ###-###-#### on January 25, and 28, 2016, and I left three messagesI also received your messagesYou indicated that you have experienced many technical issues, including receiver replacements, and the issues have not been resolvedBecause of this you requested to be released from the 24-month agreementA review of your account reveals many technical issues reported with several technician visitsI agreed to honor your request and release you from the 24-month agreementPlease contact me with a disconnection dateAlternatively, you have the option to choose to continue with your service without a commitmentIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
I filled he complaint because I had horrible service since I got dish network in 2014, month of 11-12-and several other code then your customer service is rude when you call about boxes going out say I need to pay for the box replacement when I paid the for the service to my house not once but twice my boxes when out and now they are starting the same thing again the final straw was when I asked you customers service to do the nine dollar for day and the couldn't even do that right! You think I should pay for bad service all the time and just accept it month of bad customer service after I sent m my mom father in law uncle aunt friend to dish and only got one refer cause my mom remember never complained I didn't get the dollar off ! month of light wind blow taking my service out when you man who work for you told me the installed it wrong then he thought he fixed it and it was out againI have the money to pay it the idea I have to keep paying for bad service and get nothing fixed and bad customer service when I complain! Like I said I will tell everyone how horrible you treat you customer after they send you several client and my family who is with you also will be filling complaint because the only when with you cause I refer them other wish the would go with dirctv or charter! So I know they will want out of their contract because they won't want to have to deal with bad service either especially after I tell them how I was treat by your reps! Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
October 17, *** *** ***
*** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On October 13, 2017, we received your complaint, dated October 12, 2017, filed with the Revdex.com You expressed dissatisfaction with your installation experienceYou requested to receive compensation or for your 24-month commitment to be waived When we spoke, I informed you that I added a one-time credit of $to the courtesy credits already applied to your account for this issue, bringing your current balance to $0.00. You confirmed that your dish was installed and the service is working as of October 16, We sincerely regret any inconvenience this issue may have caused. As I advised you, I forwarded your concerns to the appropriate department for internal review If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Ms***: On February 1, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.comYou expressed concern with mail you are receiving from DISH Network and you requested that we remove your information from our mailing listWhen we spoke, I informed
you that I added your and your husband’s information to our internal Do Not Contact listPlease allow up to eight weeks for processingI advised you that you may contact me if you receive mail from another company regarding DISH Network service, to assist in its removalIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Speci***st Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
December 5, Ms*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On November 22, 2017, we received your complaint, dated December 8, 2017, filed with the Revdex.com You indicated that you received *** internet service during the time that your dishNET Wireline internet was activeHowever, you discovered that the dishNET service was not connected until November 20, You requested a refund for ten months of service When I spoke with you by telephone today, I advised you that since you have already been provided a refund of $223.97, I honored your request and I submitted a refund for the remaining $ I apologize on behalf of DISH Network for your experience 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 *** ***
Initial Business Response /* (1000, 4, 2015/05/11) */
May 4,
Ms*** ***
*** *** *** ***
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed with the
Revdex.com
You expressed concern with the early termination fee that was applied to your DISH Network accountYou maintain that you were not told about the term commitment for the equipment upgradeYou also said that the box return fee was not disclosed
Your service was initially activated through our Digital Home Advantage (DHA) promotion on August 16, 2013, with a 24-month commitmentThe maximum early termination fee for this promotion is $480.00, which is prorated at $for each month remaining in the term commitmentOn April 4, 2014, you were enrolled in a second 24-month commitment when your equipment was upgraded through our DISH'n It Up (DIU) promotionThe maximum early termination fee for this promotion is $240.00, which is prorated at $for each remaining month
Your service was disconnected on April 22, You had six months remaining in your DHA promotion and months remaining in your DIU promotionAs the amount of the early termination fee was the same for both promotions, the fee was applied for the most recent promotion that was added to your account
A $box return fee applies for each receiver on your accountAs a courtesy, one of the two $fees was waived on your accountI regret if these fees were not disclosed
When I spoke with you by phone on May 1, 2015, I advised you that I waived the early termination fee and box return feeI also submitted a refund of $to your credit card accountPlease allow three to five business days for the refund to process
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
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that they have refunded all over-charges to me,as requestedI'm satisfied with the resolution
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
December 15,
*** *** ***
*** ** *** ***
*** ** ***
*** *** *** * ***
***
Dear Ms***:
On December 14, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com
You indicated
that we continue to bill you, even though you filed for bankruptcy, and we disconnected your serviceYou stated that you provided us with the paperwork
A review of this account reveals that we received the bankruptcy paperwork, but as the bankruptcy has not been discharged yet, the balance has not been cleared
When I spoke with you by telephone today, I explained that our system only recognizes that you have carried a past-due balance for more than days and because of that, it automatically interrupted the serviceAlthough the amount that you filed for bankruptcy (which you stated was for charges prior to October 24, 2015) will remain as a past-due balance, payments made towards your current service are requiredSince you are aware that your monthly service charges are $plus tax, monthly payments should have been made to avoid the service interruption
You informed me that you provided us with paperwork for a "Stay"We have no record of receiving any further documentation past August 23, I contacted the bankruptcy department and they cleared the balance of $
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
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
March 24, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On March 22, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com You indicated that you were dissatisfied with the customer service you received During our call on March 15, 2016, I informed you that a review of the sales call revealed that you only mentioned certain channels and that they were included in the package that you activated your account with (America’s Top 200) I apologize that you were dissatisfied with the customer serviceIt was not my intent to add to your frustration If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank You !!!
Sincerely,
*** ***