Initial Business Response /* (1000, 4, 2015/12/04) */
November 30,
Ms*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 24, 2015, we received your complaint, dated November 23, 2015,
filed with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on November 24, and 30, 2015, were unsuccessful; however, I left three messages
You indicated that you canceled your TV service because you were not provided with internet service as a bundleYou would like a refund for the monies paid
Your TV service was activated on November 16, 2015, with a 24-month commitmentThe payment of $that was received on November 16, 2015, included a non-refundable activation fee and the first month of service
Unfortunately, DISH Network does not offer internet service in your area
Our records show that the term commitment for your TV service was waived and the service was disconnected on November 20,
I made an exception and reversed the activation feeI also submitted a refund of $to your credit card accountPlease allow three to five business days for processing
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The amount was refunded to my accountI just wish I didn't have to do it this wayTy Revdex.com
Complaint:
I am rejecting this response because:Problem:On 2/22/I filed a complaint with BBC about Dish Network, the next day I received a call from Dish stating that they would cut my cancellation fee in half and that I was responsible for $and that I had to return their equipment by UPS within days or I would have to pay for the equipmentThey told me that they would not come and take the dishes off my roofMy son-in-law and his friend came and removed the dishesOne of the dishes was bolted to my roof but the other one was held down by cement blocksThe dishes were on my carport roof and that dish was causing my roof to buckleI believe that is why I wasn't getting good TV receptionAlso, I live in Southeast Louisiana and we are under hurricane threat & tornado threat this time of year and if I had known that there were cement blocks on my roof I would not have agreed to it being put thereI am yrs old and unable to climb on to my roofFor months I had terrible service and had service out to my house on several occasions, and several times was on the phone, (one time for hr) trying to solve the problemMy daughter with my permission spoke with Jamie in the office of the president and Jamie would not agree to forgoing the$357.21, but agreed to have my roof fixedAny way it goes I will still have to pay the $and considering the horrible service I received, I feel that that fee should be waived.Desired Outcome:My desired outcome would be to have the cancellation fee waived
Sincerely,
Joan Savarino
Dear Ms***: On April 8, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.comYou said that you were charged to relocate your DISH Network service, you lost your promotional pricing without warning, and a technician cut your cable without
authorizationI attempted to reach you at ###-###-#### on April 11, and 13, 2016, and I left three voicemailsIn my last message, I advised you that I forwarded your complaint to our Corporate Field Resolutions (CFR) Team. An agent with CFR attempted to reach you on April 12, 2016, and left a voicemail. Please work with CFR to resolve your concerns about the cut cableI also advised you that a review of your account shows that you were not charged for the DISH MoDealI reviewed the call during which you set up DISH Pause, and prior to pausing your account you were advised that doing so would forfeit any remaining new customer promotional credits The agent offered to leave your account as is so you would not lose your credits, but you requested that your account be paused. The loss of your promotional credits is also provided for in your Digital Home Advantage agreement, a copy of which is enclosed for your recordsWhile we regret any confusion, as you were provided correct information, we are unable to apply further adjustments to your account or waive your early termination feeIf 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, 2015/07/21) */
July 16,
Mr*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 13, 2015, we received your correspondence, dated July 10, 2015, filed
with the Revdex.com
You maintain that your 16-year-old son signed the 24-month agreement, and you disputed the early termination fee
When we spoke today, I explained that during the sale of service we disclose that a person at least years of age must be present during the installationYou indicated that you do not recall the sales disclosures
Please note that 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, and free activationNevertheless, I made an exception and waived the $early termination fee and applied a $activation fee to your accountThis fee is collected when there is no term commitment
Per your request, I disconnected your service today and you agreed to return the leased equipment to DISH NetworkA return box with label will be delivered to your address by *** and two $return shipping fees were applied to your accountUnder the Digital Home Advantage promotion, you agreed to bear all cost and expenses of the equipment return
During our call you said you had requested to cancel the service prior to our conversationI have reviewed your recorded call for July 7, 2015, and *** *** requested to cancel the service and our representative explained the early termination feeShe did not agree with the termination fee and the call was terminated before the disconnection disclosures could be providedAs a result, the account remained active
As a courtesy, I applied a one-time credit of $to your account for programmingWe ask that the balance of $be paidThe balance includes service rendered though July 7, 2015, and the activation and return shipping fees
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 Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 24-month agreement is not valid if the disclosures states that 18-year old must sign the agreementI was not present at the time of service and your technician did not request any type of ID to verify the age of the person present upon the 16-year old signing the agreementIf Dish Network is able to provide me proof that the technician received the proper identification with an ID number that shows there was an 18-year older that signed the agreement than I will pay the termination fee but other than that I am not responsibleThe service with Dish Network should already be terminated per our conversation, I already returned the equipment as requested and due to an employees mistake by not collecting proper verification on who signed the document the company is responsible to honor the customer request which in this case is to waive the termination feeI will not pay nothing to terminate the agreement once again I am not responsible for your employee mistake
Final Business Response /* (4000, 9, 2015/08/13) */
August 10,
Mr*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 5, 2015, we received your rebuttal, dated August 4, 2015, filed with the Revdex.com
You maintain that your 16-year son signed the agreement and you disputed the early termination feeYou also disputed the disconnection of service and the programming charge after the disconnection date
At the time of sale we disclose that a person years or older be present during the installationIt is not our technician's responsibility to verify the age of the person who was left in charge during the installation
As previously explained, the early termination fee was waived and an activation fee of $was applied to your accountThis fee is applied when there is no term commitment
Our records reveal that you requested to cancel the service on July 7, However, because the call was terminated and the disconnection disclosures could not be provided, the account remained active
During our conversation on July 16, 2015, I canceled your serviceOn this same date, I reversed the programming balance of $from your account for service charged after July 7,
We ask that the balance of $be paid for service rendered and the activation and shipping return fees
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
*** ***
*** *** ***
*
*
*
*** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
8***-*** Dear Ms***: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com You said that your credit card account was debited without authorization for your ex-boyfriend’s DISH Network account and when you called to inquire why, you were advised that it was for unreturned equipmentYou maintain you were advised that you would receive a refund once the equipment was returned; however, when you called back after the equipment was returned, you were told that the charge was for an early termination fee and that it would not be refundedYou requested that the fee be refunded, and you suggested that we seek to collect the fee from the account holder A review of this account reveals that your credit card account was used for qualification at the time of sale When we spoke, I advised you that I listened to the sales call and discovered that you presented your credit card information at the time of sale and you and the account holder were advised that your credit card account could be used for collection of an early termination fee or unreturned equipment feesYou agreed with me We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents 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: 8:am-4:pm MST, MON-FRI ###-###-#### cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO
*** ***
December 1, *** *** ***
* *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On December 1, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com You stated that due to recent financial hardship, you have moved and you can no longer use your DISH Network service at your new residenceYou requested that your account be disconnected and your early termination fee be waived When we spoke today, I offered to make an exception and waive your early terminationYou accepted this resolution and I disconnected your account It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change. 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 *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because:Mr*** seems to be missing many other phone calls we made as well as additional visits to our residence by the support staff between the times of first installation and service termination.The offer of 50% is a step in the right direction BUT since we have fully paid all our service bills we are requesting full refund of the PENALTY charged!
Sincerely,
Ajay Kansal
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,
*** * *** ***
Initial Business Response /* (1000, 5, 2015/07/02) */
June 30,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 22, 2015, we received your correspondence, dated June 19, 2015, filed
with the Revdex.com
You said Ms*** *** (the DISH Network account holder) passed *** You indicated that her account was not canceled as requested, and you would like the account to reflect a zero balance
On behalf of DISH Network, please accept my sincere condolences for your loss
When we spoke today, I explained that we require a death certificate or Power of Attorney (POA) when a disconnection is requested by someone other than the account holderThis is to protect our customersOur records show that these documents were requested on February 4, However, the documents were not receivedYou said that you will scan and email Ms***' death certificate to me at ***@dish.com
I closed the account on June 24, 2015, and there is no balance due for serviceI also removed the leased equipment from the account and the equipment is not required to be returned
I informed you that MsMoseley's account was set up with a bundle billing option through AT&TI also explained that all payments for the service were collected by AT&T
During our conversation you informed me that AT&T closed MsMoseley's account in February We have no record of an unbundle request from that company
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I scanned and emailed the Death Certificate of MrsEvelyne Moseley (account holder) to ***@dish.com immediately upon termination of our phone conversation(Note: MsAtencio states Death Certificate is of Ms*** - that is me, so that needs to be corrected.) She stated that the account would reflect a balanceWhile I do not agree with her indication that a Power of Attorney (POA) and Death Certificate were previously requested, I accept the ultimate resolution of closing the account with a zero balanceI would have happily provided the POA and the Death Certificate months ago to resolve this situation
June 30, *** *** ***
*** ** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On June 29, 2017, we received your rebuttal, dated June 28, 2017, filed with the Revdex.com You requested a refund of $ As previously explained, your recorded call from December 7, 2015, reveals that you were told to call after December 26, 2015, to extend the DISH Pause, as the pause ended on that date. We have no record that you called to re-establish the DISH PauseAs a result, your service was automatically restored We previously applied a credit of $to your account and a refund of $was applied to your credit card account ending in on December 13, In addition, I removed the balance of $from your account for service rendered, and no additional credit or refund is warranted. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
March 12, Ms*** *** *** ** *** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 28, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com You indicated that when you canceled your DISH Network service on January 5, 2018, you were informed you would need to pay an early termination feeYou said that you did not sign a contract, and that payments are being collected from your bank account When I spoke with you on March 9, 2018, I advised you that your service was not disconnected until February 16, As a courtesy, I backdated your service charges to January 5, 2018, and I applied a credit of $to your DISH Network accountI also provided a credit of $for the fee to organize the additional wiring. A refund of $has been submitted; please allow up to seven days. As we have a valid contract on file, the early termination fee is valid Please note that the signature that is gathered is not on a paper document; it is on an electronic tablet. The electronic stylus or finger used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted Although you indicated that we continued to debit your bank account for payments for service you no longer receive, our records indicate that we have not collected payments for services beyond the disconnection date of February 16, 2018. The charges reflected on your bank account are caused by you disputing three payments: $for a payment made on November 12, 2017, $for a payment made on December 13, 2017, and $for a payment made on January 12, 2018. These funds were retrieved by your financial institutionHowever, because the charges were valid, the funds were returned to us As your account is at a zero balance, current and correct, any further disputes will result in charges We 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 (720) 514- Sincerely, Kimber S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
January 29, Mr*** *** *** ** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 18, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com I attempted to contact you on January 24, 2018, and today, at (*** *** and (*** ***On the first attempt, I left a voicemail, but on the second attempt there was no answer You expressed concern that your DISH Network balance is still listed on your credit report. You believe the balance has been paid in full Your service was canceled on April 6, 2016, leaving a balance of $335.54. The equipment was not returned and additional charges were added on May 5, 2016, making your final balance $866.26. Your account was sent to collectionsYou returned the equipment on December 13, 2017, which reduced your balance back to $ In our email correspondence on January 19, 2018, you said you believed the balance on your account was due to equipment that was not returned, and you indicated that you had recently returned that equipment. In my email to you on January 22, 2018, I advised you that the balance of $was the result of unpaid charges for serviceOnce the balance is paid, it will take up to eight weeks to be removed from your credit report. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Kimber S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Dear Mr***: On February 10, 2016, we received your rebuttal, dated February 10, 2016, filed with the Revdex.comYou maintain that you removed the DVR fee and Protection Plan from your DISH Network account and you requested a $refundAs we discussed previously, as long as you have a DVR receiver associated with your account, the DVR fee will apply. You were sent a non-DVR receiver on January 4, 2016, which has not been activated on your account. Once you activate the model receiver and deactivate and return the model receiver, the DVR fee will be removed. I removed the Protection Plan on January 22, As both MrRyan *** and I explained, DISH Network has no record that you requested to remove the Protection Plan prior to January 2016. Additionally, as you have retained the DVR receiver since the installation of your account and as you never requested to have the Protection Plan removed, we are unable to provide any further adjustments or refunds for this issuePlease note that the total monthly credit that Mr*** and I offered was $15.00, not $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, 2015/05/27) */
May 26,
*** *** ***
*** *** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear *** ***:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the RevDex.com
You expressed concern with the upfront costs required to establish new DISH Network serviceYou maintain that when you filed a Revdex.com complaint in 2009, you were told that all fees would be waived for you to establish new service
Our records reveal that the Revdex.com complaint that was received in was regarding the balance on your previous DISH Network accountThis issue was resolved when your account was closed and the balance was removedA letter confirming the resolution was sentPlease note that this letter did not include any promise regarding future services, as our promotional offers require a credit qualificationWe are only able to offer certain promotions based on the information that is returned from the credit bureaus
When I spoke with you by phone on May 22, 2015, I advised you that based on your credit check, you qualify for our Flex promotionThis promotion requires an upfront activation fee of $and any applicable equipment upgrade fees starting at $We are unable to waive the upfront costsYou did not agree with my explanation
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 /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
these fees are waived all the time dish just does not want to live up to the promise it made in and I would appriciate it if in the future Dish made all of its responses thru the Revdex.com site *** was terribly rude to me on the phone she spoke to me rather harshly and I really didnt appreciate that at all and it makes this process so much harder when one patry is out right hostile so in the future all of the responses should be in correspondence form dish merely has to waive the fees and this whole thing can be done
Final Business Response /* (4000, 9, 2015/06/03) */
June 1,
Mr*** ***
*** *** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr***:
On May 29, 2015, we received your additional correspondence, dated May 28, 2015, filed with the Revdex.com
You expressed further concern with the upfront costs involved to establish new DISH Network serviceYou again maintain that you were told in that all fees would be waived for you to establish new service and DISH Network has waived these fees in the pastYou also requested that all further contact be in writing
As previously advised, our promotional offers require a credit qualificationAs you only qualify for our Flex promotion, an upfront payment for the activation fee and any applicable equipment upgrade fees appliesPlease note that these fees are only waived in the event that you credit qualify for a different promotion
We are unable to waive the upfront costs and we regret that you do not agree with our credit qualification terms
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
*** ***
Dear Mr***: On March 25, 2016, we received your correspondence, dated March 23, 2016, filed with the Revdex.comYou stated that when you contacted *** *** ***, an independent retail service provider, you understood that you would receive bundled service with ***
providing your phone and internet for a total cost of approximately $a monthAdditionally, the automatic withdrawal of your monthly payment was not successfully completedYou have been billed at a higher rate and your attempts to resolve the matter with *** have been unsuccessfulYou requested that your early termination fee be waived and your TV service be disconnected. When we spoke today, I explained that the electronic signature was not captured on your contractI agreed to waive your early termination fee and I disconnected your accountAdditionally, I confirmed that the TV account would now have a zero balanceYou accepted this resolutionIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
September 27, *** *** ***
*** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On September 27, 2017, we received your rebuttal, dated August 31, 2017, filed with the Revdex.com You indicated that you feel you shouldn’t have to pay the early termination fee because we wouldn’t assist you with fixing your service Our records reflect that we attempted to assist you by phone and by sending a technician to your homeTherefore, we consider all charges to be accurate If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/06/25) */
June 23,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 18, 2015, we received your complaint, dated June 17, 2015, filed with the RevDex.com
You stated that your DISH Network account was disconnected instead of being placed on DISH Pause as you requestedYou were required to return the leased equipment and you were recently informed that an outstanding balance was sent to collectionsYou requested that the balance be removed from collections so you can pay DISH Network directly
When we spoke today, I explained why we were unable to place your account on DISH PauseI also explained that the collection balance was created as a result of issues related to the return of the leased equipmentI confirmed that the equipment charges have since been removed, resolving the balance on your accountI requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution
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 familyWe would appreciate the opportunity to serve your programming needs in the future
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
*** ***
March 24, 2016 Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On March 22, 2016, we received your correspondence, dated March 18, 2016, filed with the Revdex.comYou stated that you contacted Audio Video Masters, an independent retail service provider, to purchase your DISH Network serviceYou indicated that you were provided incorrect information regarding programming and pricingThis led you to disconnect the service days after the installationYou requested that your early termination fee be waivedWhen we spoke on March 22, 2016, I offered to have your concerns regarding Audio Masters investigated and I agreed to waive your early termination fee as a courtesyAdditionally, I confirmed that your account balance is at zeroYou accepted this resolutionIf 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 *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
August 20,
*** *** ***
XXXXX *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 18, 2015, we received your complaint, dated August 17, 2015, filed with
the Revdex.com
You said that you were provided incorrect information during your sales call concerning your billing due date
When we spoke, you advised me that your issue was resolved on August 13, 2015, with the $credit you were offered for this issue
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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 Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 19, Mr*** *** *** *** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Mr***: On March 12, 2018, we received your complaint, dated March 10, 2018, filed with the Revdex.com You indicate that you set up AutoPay from your bank to pay a balance owed to DISH Network. Once the balance was paid, your bank kept sending payments to DISH Network. You expressed concern that DISH Network did not notify you of the overpayment. You said that when you called you were sent a refund check, but you subsequently received a bill indicating that you were being sent to collections When I spoke with you on March 15, 2018, I informed you that we have refunded the overpayment and adjusted the balance on your account to reflect a zero balance. I further advised you to contact your bank and request that they cease the $payments to DISH Network that are being sent every two weeksDISH Network does not send bills when a customer does not have a balance due. We strive to provide excellent service, and we regret that your experience was unfavorable 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 thru Friday 9:00am - 6:00pm ###-###-#### cc: Denver / Boulder Revdex.com *** ** *** *** *** ***
*** ** *** *** ***
Initial Business Response /* (1000, 4, 2015/12/04) */
November 30,
Ms*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 24, 2015, we received your complaint, dated November 23, 2015,
filed with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on November 24, and 30, 2015, were unsuccessful; however, I left three messages
You indicated that you canceled your TV service because you were not provided with internet service as a bundleYou would like a refund for the monies paid
Your TV service was activated on November 16, 2015, with a 24-month commitmentThe payment of $that was received on November 16, 2015, included a non-refundable activation fee and the first month of service
Unfortunately, DISH Network does not offer internet service in your area
Our records show that the term commitment for your TV service was waived and the service was disconnected on November 20,
I made an exception and reversed the activation feeI also submitted a refund of $to your credit card accountPlease allow three to five business days for processing
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The amount was refunded to my accountI just wish I didn't have to do it this wayTy Revdex.com
Complaint:
I am rejecting this response because:Problem:On 2/22/I filed a complaint with BBC about Dish Network, the next day I received a call from Dish stating that they would cut my cancellation fee in half and that I was responsible for $and that I had to return their equipment by UPS within days or I would have to pay for the equipmentThey told me that they would not come and take the dishes off my roofMy son-in-law and his friend came and removed the dishesOne of the dishes was bolted to my roof but the other one was held down by cement blocksThe dishes were on my carport roof and that dish was causing my roof to buckleI believe that is why I wasn't getting good TV receptionAlso, I live in Southeast Louisiana and we are under hurricane threat & tornado threat this time of year and if I had known that there were cement blocks on my roof I would not have agreed to it being put thereI am yrs old and unable to climb on to my roofFor months I had terrible service and had service out to my house on several occasions, and several times was on the phone, (one time for hr) trying to solve the problemMy daughter with my permission spoke with Jamie in the office of the president and Jamie would not agree to forgoing the$357.21, but agreed to have my roof fixedAny way it goes I will still have to pay the $and considering the horrible service I received, I feel that that fee should be waived.Desired Outcome:My desired outcome would be to have the cancellation fee waived
Sincerely,
Joan Savarino
Dear Ms***: On April 8, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.comYou said that you were charged to relocate your DISH Network service, you lost your promotional pricing without warning, and a technician cut your cable without
authorizationI attempted to reach you at ###-###-#### on April 11, and 13, 2016, and I left three voicemailsIn my last message, I advised you that I forwarded your complaint to our Corporate Field Resolutions (CFR) Team. An agent with CFR attempted to reach you on April 12, 2016, and left a voicemail. Please work with CFR to resolve your concerns about the cut cableI also advised you that a review of your account shows that you were not charged for the DISH MoDealI reviewed the call during which you set up DISH Pause, and prior to pausing your account you were advised that doing so would forfeit any remaining new customer promotional credits The agent offered to leave your account as is so you would not lose your credits, but you requested that your account be paused. The loss of your promotional credits is also provided for in your Digital Home Advantage agreement, a copy of which is enclosed for your recordsWhile we regret any confusion, as you were provided correct information, we are unable to apply further adjustments to your account or waive your early termination feeIf 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, 2015/07/21) */
July 16,
Mr*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 13, 2015, we received your correspondence, dated July 10, 2015, filed
with the Revdex.com
You maintain that your 16-year-old son signed the 24-month agreement, and you disputed the early termination fee
When we spoke today, I explained that during the sale of service we disclose that a person at least years of age must be present during the installationYou indicated that you do not recall the sales disclosures
Please note that 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, and free activationNevertheless, I made an exception and waived the $early termination fee and applied a $activation fee to your accountThis fee is collected when there is no term commitment
Per your request, I disconnected your service today and you agreed to return the leased equipment to DISH NetworkA return box with label will be delivered to your address by *** and two $return shipping fees were applied to your accountUnder the Digital Home Advantage promotion, you agreed to bear all cost and expenses of the equipment return
During our call you said you had requested to cancel the service prior to our conversationI have reviewed your recorded call for July 7, 2015, and *** *** requested to cancel the service and our representative explained the early termination feeShe did not agree with the termination fee and the call was terminated before the disconnection disclosures could be providedAs a result, the account remained active
As a courtesy, I applied a one-time credit of $to your account for programmingWe ask that the balance of $be paidThe balance includes service rendered though July 7, 2015, and the activation and return shipping fees
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 Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 24-month agreement is not valid if the disclosures states that 18-year old must sign the agreementI was not present at the time of service and your technician did not request any type of ID to verify the age of the person present upon the 16-year old signing the agreementIf Dish Network is able to provide me proof that the technician received the proper identification with an ID number that shows there was an 18-year older that signed the agreement than I will pay the termination fee but other than that I am not responsibleThe service with Dish Network should already be terminated per our conversation, I already returned the equipment as requested and due to an employees mistake by not collecting proper verification on who signed the document the company is responsible to honor the customer request which in this case is to waive the termination feeI will not pay nothing to terminate the agreement once again I am not responsible for your employee mistake
Final Business Response /* (4000, 9, 2015/08/13) */
August 10,
Mr*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 5, 2015, we received your rebuttal, dated August 4, 2015, filed with the Revdex.com
You maintain that your 16-year son signed the agreement and you disputed the early termination feeYou also disputed the disconnection of service and the programming charge after the disconnection date
At the time of sale we disclose that a person years or older be present during the installationIt is not our technician's responsibility to verify the age of the person who was left in charge during the installation
As previously explained, the early termination fee was waived and an activation fee of $was applied to your accountThis fee is applied when there is no term commitment
Our records reveal that you requested to cancel the service on July 7, However, because the call was terminated and the disconnection disclosures could not be provided, the account remained active
During our conversation on July 16, 2015, I canceled your serviceOn this same date, I reversed the programming balance of $from your account for service charged after July 7,
We ask that the balance of $be paid for service rendered and the activation and shipping return fees
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
*** ***
*** *** ***
*
*
*
*** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
8***-*** Dear Ms***: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com You said that your credit card account was debited without authorization for your ex-boyfriend’s DISH Network account and when you called to inquire why, you were advised that it was for unreturned equipmentYou maintain you were advised that you would receive a refund once the equipment was returned; however, when you called back after the equipment was returned, you were told that the charge was for an early termination fee and that it would not be refundedYou requested that the fee be refunded, and you suggested that we seek to collect the fee from the account holder A review of this account reveals that your credit card account was used for qualification at the time of sale When we spoke, I advised you that I listened to the sales call and discovered that you presented your credit card information at the time of sale and you and the account holder were advised that your credit card account could be used for collection of an early termination fee or unreturned equipment feesYou agreed with me We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents 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: 8:am-4:pm MST, MON-FRI ###-###-#### cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO
*** ***
December 1, *** *** ***
* *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On December 1, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com You stated that due to recent financial hardship, you have moved and you can no longer use your DISH Network service at your new residenceYou requested that your account be disconnected and your early termination fee be waived When we spoke today, I offered to make an exception and waive your early terminationYou accepted this resolution and I disconnected your account It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change. 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 *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because:Mr*** seems to be missing many other phone calls we made as well as additional visits to our residence by the support staff between the times of first installation and service termination.The offer of 50% is a step in the right direction BUT since we have fully paid all our service bills we are requesting full refund of the PENALTY charged!
Sincerely,
Ajay Kansal
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,
*** * *** ***
Initial Business Response /* (1000, 5, 2015/07/02) */
June 30,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 22, 2015, we received your correspondence, dated June 19, 2015, filed
with the Revdex.com
You said Ms*** *** (the DISH Network account holder) passed *** You indicated that her account was not canceled as requested, and you would like the account to reflect a zero balance
On behalf of DISH Network, please accept my sincere condolences for your loss
When we spoke today, I explained that we require a death certificate or Power of Attorney (POA) when a disconnection is requested by someone other than the account holderThis is to protect our customersOur records show that these documents were requested on February 4, However, the documents were not receivedYou said that you will scan and email Ms***' death certificate to me at ***@dish.com
I closed the account on June 24, 2015, and there is no balance due for serviceI also removed the leased equipment from the account and the equipment is not required to be returned
I informed you that MsMoseley's account was set up with a bundle billing option through AT&TI also explained that all payments for the service were collected by AT&T
During our conversation you informed me that AT&T closed MsMoseley's account in February We have no record of an unbundle request from that company
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I scanned and emailed the Death Certificate of MrsEvelyne Moseley (account holder) to ***@dish.com immediately upon termination of our phone conversation(Note: MsAtencio states Death Certificate is of Ms*** - that is me, so that needs to be corrected.) She stated that the account would reflect a balanceWhile I do not agree with her indication that a Power of Attorney (POA) and Death Certificate were previously requested, I accept the ultimate resolution of closing the account with a zero balanceI would have happily provided the POA and the Death Certificate months ago to resolve this situation
June 30, *** *** ***
*** ** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On June 29, 2017, we received your rebuttal, dated June 28, 2017, filed with the Revdex.com You requested a refund of $ As previously explained, your recorded call from December 7, 2015, reveals that you were told to call after December 26, 2015, to extend the DISH Pause, as the pause ended on that date. We have no record that you called to re-establish the DISH PauseAs a result, your service was automatically restored We previously applied a credit of $to your account and a refund of $was applied to your credit card account ending in on December 13, In addition, I removed the balance of $from your account for service rendered, and no additional credit or refund is warranted. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
March 12, Ms*** *** *** ** *** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 28, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com You indicated that when you canceled your DISH Network service on January 5, 2018, you were informed you would need to pay an early termination feeYou said that you did not sign a contract, and that payments are being collected from your bank account When I spoke with you on March 9, 2018, I advised you that your service was not disconnected until February 16, As a courtesy, I backdated your service charges to January 5, 2018, and I applied a credit of $to your DISH Network accountI also provided a credit of $for the fee to organize the additional wiring. A refund of $has been submitted; please allow up to seven days. As we have a valid contract on file, the early termination fee is valid Please note that the signature that is gathered is not on a paper document; it is on an electronic tablet. The electronic stylus or finger used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted Although you indicated that we continued to debit your bank account for payments for service you no longer receive, our records indicate that we have not collected payments for services beyond the disconnection date of February 16, 2018. The charges reflected on your bank account are caused by you disputing three payments: $for a payment made on November 12, 2017, $for a payment made on December 13, 2017, and $for a payment made on January 12, 2018. These funds were retrieved by your financial institutionHowever, because the charges were valid, the funds were returned to us As your account is at a zero balance, current and correct, any further disputes will result in charges We 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 (720) 514- Sincerely, Kimber S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
January 29, Mr*** *** *** ** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 18, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com I attempted to contact you on January 24, 2018, and today, at (*** *** and (*** ***On the first attempt, I left a voicemail, but on the second attempt there was no answer You expressed concern that your DISH Network balance is still listed on your credit report. You believe the balance has been paid in full Your service was canceled on April 6, 2016, leaving a balance of $335.54. The equipment was not returned and additional charges were added on May 5, 2016, making your final balance $866.26. Your account was sent to collectionsYou returned the equipment on December 13, 2017, which reduced your balance back to $ In our email correspondence on January 19, 2018, you said you believed the balance on your account was due to equipment that was not returned, and you indicated that you had recently returned that equipment. In my email to you on January 22, 2018, I advised you that the balance of $was the result of unpaid charges for serviceOnce the balance is paid, it will take up to eight weeks to be removed from your credit report. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Kimber S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Dear Mr***: On February 10, 2016, we received your rebuttal, dated February 10, 2016, filed with the Revdex.comYou maintain that you removed the DVR fee and Protection Plan from your DISH Network account and you requested a $refundAs we discussed previously, as long as you have a DVR receiver associated with your account, the DVR fee will apply. You were sent a non-DVR receiver on January 4, 2016, which has not been activated on your account. Once you activate the model receiver and deactivate and return the model receiver, the DVR fee will be removed. I removed the Protection Plan on January 22, As both MrRyan *** and I explained, DISH Network has no record that you requested to remove the Protection Plan prior to January 2016. Additionally, as you have retained the DVR receiver since the installation of your account and as you never requested to have the Protection Plan removed, we are unable to provide any further adjustments or refunds for this issuePlease note that the total monthly credit that Mr*** and I offered was $15.00, not $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, 2015/05/27) */
May 26,
*** *** ***
*** *** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear *** ***:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the RevDex.com
You expressed concern with the upfront costs required to establish new DISH Network serviceYou maintain that when you filed a Revdex.com complaint in 2009, you were told that all fees would be waived for you to establish new service
Our records reveal that the Revdex.com complaint that was received in was regarding the balance on your previous DISH Network accountThis issue was resolved when your account was closed and the balance was removedA letter confirming the resolution was sentPlease note that this letter did not include any promise regarding future services, as our promotional offers require a credit qualificationWe are only able to offer certain promotions based on the information that is returned from the credit bureaus
When I spoke with you by phone on May 22, 2015, I advised you that based on your credit check, you qualify for our Flex promotionThis promotion requires an upfront activation fee of $and any applicable equipment upgrade fees starting at $We are unable to waive the upfront costsYou did not agree with my explanation
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 /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
these fees are waived all the time dish just does not want to live up to the promise it made in and I would appriciate it if in the future Dish made all of its responses thru the Revdex.com site *** was terribly rude to me on the phone she spoke to me rather harshly and I really didnt appreciate that at all and it makes this process so much harder when one patry is out right hostile so in the future all of the responses should be in correspondence form dish merely has to waive the fees and this whole thing can be done
Final Business Response /* (4000, 9, 2015/06/03) */
June 1,
Mr*** ***
*** *** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr***:
On May 29, 2015, we received your additional correspondence, dated May 28, 2015, filed with the Revdex.com
You expressed further concern with the upfront costs involved to establish new DISH Network serviceYou again maintain that you were told in that all fees would be waived for you to establish new service and DISH Network has waived these fees in the pastYou also requested that all further contact be in writing
As previously advised, our promotional offers require a credit qualificationAs you only qualify for our Flex promotion, an upfront payment for the activation fee and any applicable equipment upgrade fees appliesPlease note that these fees are only waived in the event that you credit qualify for a different promotion
We are unable to waive the upfront costs and we regret that you do not agree with our credit qualification terms
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
*** ***
Dear Mr***: On March 25, 2016, we received your correspondence, dated March 23, 2016, filed with the Revdex.comYou stated that when you contacted *** *** ***, an independent retail service provider, you understood that you would receive bundled service with ***
providing your phone and internet for a total cost of approximately $a monthAdditionally, the automatic withdrawal of your monthly payment was not successfully completedYou have been billed at a higher rate and your attempts to resolve the matter with *** have been unsuccessfulYou requested that your early termination fee be waived and your TV service be disconnected. When we spoke today, I explained that the electronic signature was not captured on your contractI agreed to waive your early termination fee and I disconnected your accountAdditionally, I confirmed that the TV account would now have a zero balanceYou accepted this resolutionIf there are further questions or concerns about this issue, please feel free to contact me at *** ***Sincerely,
September 27, *** *** ***
*** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On September 27, 2017, we received your rebuttal, dated August 31, 2017, filed with the Revdex.com You indicated that you feel you shouldn’t have to pay the early termination fee because we wouldn’t assist you with fixing your service Our records reflect that we attempted to assist you by phone and by sending a technician to your homeTherefore, we consider all charges to be accurate If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Initial Business Response /* (1000, 5, 2015/06/25) */
June 23,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 18, 2015, we received your complaint, dated June 17, 2015, filed with the RevDex.com
You stated that your DISH Network account was disconnected instead of being placed on DISH Pause as you requestedYou were required to return the leased equipment and you were recently informed that an outstanding balance was sent to collectionsYou requested that the balance be removed from collections so you can pay DISH Network directly
When we spoke today, I explained why we were unable to place your account on DISH PauseI also explained that the collection balance was created as a result of issues related to the return of the leased equipmentI confirmed that the equipment charges have since been removed, resolving the balance on your accountI requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution
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 familyWe would appreciate the opportunity to serve your programming needs in the future
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
*** ***
March 24, 2016 Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On March 22, 2016, we received your correspondence, dated March 18, 2016, filed with the Revdex.comYou stated that you contacted Audio Video Masters, an independent retail service provider, to purchase your DISH Network serviceYou indicated that you were provided incorrect information regarding programming and pricingThis led you to disconnect the service days after the installationYou requested that your early termination fee be waivedWhen we spoke on March 22, 2016, I offered to have your concerns regarding Audio Masters investigated and I agreed to waive your early termination fee as a courtesyAdditionally, I confirmed that your account balance is at zeroYou accepted this resolutionIf 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 *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
August 20,
*** *** ***
XXXXX *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 18, 2015, we received your complaint, dated August 17, 2015, filed with
the Revdex.com
You said that you were provided incorrect information during your sales call concerning your billing due date
When we spoke, you advised me that your issue was resolved on August 13, 2015, with the $credit you were offered for this issue
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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 Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 19, Mr*** *** *** *** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Mr***: On March 12, 2018, we received your complaint, dated March 10, 2018, filed with the Revdex.com You indicate that you set up AutoPay from your bank to pay a balance owed to DISH Network. Once the balance was paid, your bank kept sending payments to DISH Network. You expressed concern that DISH Network did not notify you of the overpayment. You said that when you called you were sent a refund check, but you subsequently received a bill indicating that you were being sent to collections When I spoke with you on March 15, 2018, I informed you that we have refunded the overpayment and adjusted the balance on your account to reflect a zero balance. I further advised you to contact your bank and request that they cease the $payments to DISH Network that are being sent every two weeksDISH Network does not send bills when a customer does not have a balance due. We strive to provide excellent service, and we regret that your experience was unfavorable 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 thru Friday 9:00am - 6:00pm ###-###-#### cc: Denver / Boulder Revdex.com *** ** *** *** *** ***
*** ** *** *** ***