Initial Business Response /* (1000, 5, 2015/07/30) */
July 28,
Mr*** *** and *** *** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear MrKuhn and Ms***:
On July 23, 2015, we received your complaint, dated
July 22, 2015, filed with the Revdex.com
You expressed concern regarding technical issues with your internet serviceYou requested that we release you from your internet contract agreement
When I spoke with your daughter, ***, I advised her that I will release you from your contractYou may cancel at any time without penalty
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
*** ***
April 14, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On April 13, 2016, we received your complaint, dated April 9, 2016, filed with the Revdex.com You said that you were told that your rate would be $for the duration of your two-year contract periodYou expressed concern that you’ve been billed at a higher rate A review of your account reveals that I addressed your concerns through a complaint you filed with the Federal Communications CommissionEnclosed is a copy of my response If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** Enclosure cc: *** * *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** April 14, Ms*** *** *** *** *** *** ** *** Re: FCC Complaint # *** ***-*** Dear Ms***: On April 11, 2016, we received your complaint, dated April 9, 2016, filed with the Federal Communications Commission You said that you were told that your rate would be $for the duration of your two-year contractYou expressed concern with being billed a higher rate When we spoke, I told you that I released you from your contract so that you can close your account at any time without penaltyHowever, I am unable to honor the $monthly rate with the package that you currently carryOn August 16, 2015, our agent offered you a $monthly discount for monthsOn September 4, 2015, an agent provided you with a $monthly credit for eight months and another agent provided you with a $monthly credit for six monthsWe are unable to provide any further discounts on your account If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Federal Communications Commission *** *** *** *** ** ***
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.I received my refund in full today. Thank you for your quick attention to this complaint
Sincerely,
*** ***
March 31, *** *** ***
** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 31, 2017, we received your complaint, dated March 25, 2017, filed with the Revdex.com You expressed further displeasure at the latency you said that you experienced While we sincerely regret any inconvenience, no technology is perfect. As such, we are investigating the issue to which you refer and we hope to have it resolved as soon as possible If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 6, 2016 Ms*** ***
** *** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** Dear MsWasko: On January 4, 2016, we received your rebuttal, dated December 28, 2015, filed with the Revdex.com. You said you did not receive the refund amount you requested and you maintain that you are owed $10.31. Enclosed is a copy of your bill showing your credit balance after your account was disconnected. You received a prorated credit of $for the America’s Top package; however, a $shipping charge was also applied, per the terms of our customer agreement. This brought your credit balance to $29.69. As a courtesy, we rounded the amount of your refund up to $30.00. As no further funds are owed to you, we are unable to provide any additional refunds. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** *** Enclosure cc: Denver / Boulder Revdex.com *** *** *** *** ** ***
*** ***
Dear Ms***: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. My attempts to reach you by phone on January 7, and 11, 2015, have been unsuccessful, and there was no option to leave a voice message. You said that you
made calls to DISH Network in November and December and January to have your account disconnected, but without successYou expressed concern regarding technical issues with your DVRYou asked that the remaining balance be waived, and for the debt to be removed from your credit bureau fileA review of your account doesn’t reveal that you reported any technical issues with your DVR receiverThe only call we received from you regarding technical issues was on May 10, You contacted us regarding the service not working with your projectorWe attempted to assist you with getting the issue corrected, but you terminated the call before all troubleshooting steps could be takenOur records don’t reflect that you contacted us to close your account prior to January 2, At that point your service had already been interrupted, and the billing was ceased as of December 30, We consider the balance of $to be accurateWhen it is paid, I will have the debt removed from your credit bureau file, as a courtesyIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/09) */
June 8,
*** *** ***
*** *** *** *** *** B
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 3, 2015, we received your correspondence, dated June 2, 2015,
filed with the Revdex.com
You indicated that you were displeased with the DISH Network service you recently had installedYou attempted to disconnect within hours of installation, but you were informed that you would be charged an early termination feeYou requested that this early termination fee be waived so you can disconnect without penalty
When we spoke on June 3, 2015, I agreed to request a copy of your contract
As of today, I have not been provided a copy of your contractTherefore, I waived your early termination fee allowing you to disconnect your account at any time without penaltyI left a message at your (XXX) XXX-XXXX number notifying you of this update
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/06/25) */
June 23,
*** *** *** ***
*** ** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 18, 2015, we received your complaint, dated June 15, 2015, filed
with the Revdex.com
You indicated that your credit card account was debited $You returned the equipment and have not received the refund
A review of this account reveals that it was established under the Digital Home Advantage (DHA) 24-month lease agreement (copy enclosed)Since you did not fulfill the 24-month agreement, a $early termination fee was applied to the accountYou were also charged $for unreturned equipment
When I spoke with you by telephone today, I informed you that once the equipment was returned, the equipment charges were reversed and a refund of $was issued
Since the $early termination fee is valid, this fee was not refunded
Authorization to automatically debit your debit/credit card account is provided in the DHA agreement
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/05/21) */
May 19,
*** *** ***
XXXXX *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On May 12, 2015, we received your complaint, dated May 11, 2015, filed
with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX on May 12, and 18, 2015, were unsuccessful; however, I left three messages
You maintain that you were charged twice for a Pay-Per-View (PPV) event because you paid it upfront with your credit card account and the charge was also reflected on your billing statement
Please be advised that for accounting purposes, your DISH Network bill will show any PPVs ordered on your account, as well as any payments made for that PPVThis is not an overcharge as the payment will offset the PPV, leaving no amount owed for the PPV
Because we value you as a customer, I reversed the PPV charge on your DISH Network accountThis reduced your current balance from $to $
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/09/21) */
September 9,
*** *** ***
** *** XXXXX
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 8, 2015, we received your complaint, dated September 7, 2015, filed with the
Revdex.com
You said that you were told your package would include the Big Ten Network, but you found that the channel was unavailable without an additional costYou requested that you be released from your contract and your equipment be picked up
I reviewed the sales call recording and found that you did say that you wanted the Big Ten Network; however, when the agent read you the list of sports channels you would receive, she didn't indicate that you would get the Big Ten NetworkAs a courtesy, I added the Multi-Sport package (which includes the Big Ten Network) to your account free for your commitment period, but I am unable to meet your request to release you from your contract
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 /* (2000, 6, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/11) */
June 4,
*** *** ***
*** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 4, 2015, we received your complaint, dated June 3, 2015, filed with the
Revdex.com
You expressed concern with the amount of the early termination fee to disconnect your serviceYou maintain that you were told you only had three months left in your term commitment and the fee would be $per month
Your service was activated on June 20, 2013, with a 24-month commitment through our Digital Home Advantage (DHA) promotionThe early termination fee for this promotion is prorated at $for each remaining monthAlthough this commitment ends on June 19, 2015, our records show that you were enrolled in a second 24-month commitment on June 1, 2014, when your equipment was upgraded through our DISH'n It Up (DIU) promotionThe early termination fee for the promotion is prorated at $for each remaining monthA copy of this agreement was provided via email on June 1,
A review of the customer service call on April 2, 2015, found that you were given incorrect information regarding the early termination fee amount and the months remaining in your term commitment
When I spoke with you by phone today, I advised you that due to the incorrect information provided, I waived the term commitment for the DIU promotion, leaving only the DHA term commitment on your accountAs you requested, I disconnected your service and backdated your bill to May 31, Your account will be left with a balance of $61.25, which includes the $early termination fee and $for services rendered
You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel
If there are further questions or concerns about this issue, please feel free to contact me at (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, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 11, 2015/08/25) */
August 20,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 17, 2015, we received your complaint, dated August 14, 2015, filed with
the Revdex.com
You said that you have been experiencing technical issues with your TV and internet service and you would like to cancel your account without penalty
When we spoke I told you that I will meet your request to waive the early termination fees for your TV and internet serviceYou are satisfied with my resolution and agreed to call back when you're ready to close your account
We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 13, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have disconnect my service with Dish on 8/and since have had nasty calls and an email about going to arbitration for a refund since they had already charged my credit card for the month in advanceConsidering the daily lack of service/signal for my television and internet I feel a full refund is due and I should not have to go to arbitration to get it
Final Business Response /* (4000, 15, 2015/09/10) */
September 3,
Ms*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 2, 2015, we received your rebuttal, dated September 1, 2015, filed with the Revdex.com
You expressed concern that you did not receive a refund for service you paid up front forYou requested a refund of your last payment
When we spoke by phone, I advised you that a refund can be submitted once you return your leased equipmentYour refund amount will be $You agreed to call me once we receive your leased equipment to set up the refund
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
*** ***
Final Consumer Response /* (2000, 17, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have informed Mr Diaz that the equipment has been returned and that I received an email confirming this but a full refund of is dueI am waiting on my refund
Tell us why here...March 16, 2016 Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On March 16, 2016, we received your rebuttal, dated March 15, 2016, filed with the Revdex.com. You said that we missed the calls you made to DISH Network regarding the technical issues you experienced and the additional technician visitsYou requested that your early termination fee be waived Due to an overall lack of evidence, I am unable to meet your request to waive the early termination feeHowever, my offer to apply a credit of $towards your account balance is still availablePlease contact me directly to accept my offer If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT*** ***
Initial Business Response /* (1000, 5, 2015/06/15) */
June 5,
Ms*** ***
*** *** ***, Apt
*** ***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On June 2, 2015, we received your complaint, dated April 29, 2015,
filed with the Revdex.com
You indicated that when you contacted us to initiate DISH Network service, you requested the $price were quoted a rate of $per monthYou subscribe to the America's Top programming package for $However, because you enrolled in a 24-month commitment, you receive a $monthly credit for the first months, which reduces the package price to $a month for months
You also have an additional receiver active on your account which includes a monthly fee of $Along with the $fee for HD aprogramming, your total monthly cost is $(before tax) for the first months
However, you mentioned that you were told that you would have to subscribe to the additional HD package for an additional charge, even if you did not want itA review of the sales chat session revealed that the requirements for free HD programming (enrollment in an Autopay option and paperless billing) were not disclosed to youAs an exception, I provided the HD apackage freeThis will reduce your monthly cost to $before tax
You indicated that you were informed there would be no installation or activation fee but you received a bill for $
When I spoke with you by telephone today, I informed you that the review of that chat session also revealed that you were informed of the $activation fee and that it was included in the original $payment
You were not charged an installation feeHowever, you were charged two $receiver fees, which were also not disclosed in the chat session(These fees were included in the $bill)As an exception, I removed both fees and your balance due is $
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
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When I was contacted by Ms*** she explained to me the problemshe acknowledge that I was being truthful in my complaint and fixed everything in my orderShe was very polite and professional and understanding regarding my concernsThe problem is solved and I very glad
Thank you Ms*** for taking the time out to her your customers you are very much appreciated
Thank you Revdex.com for helping resolve this matter
Denver Revdex.com, I guess I was not clear in my Desired Outcome for the complaintI would like complaint #*** forwarded to Dish Network and I would like a representative from Dish Network to reply to the complaint and confirm that they have received the complaintI would also like Dish Network to
explain what they intend to do to ensure this incident does not happen againThanks, *** ***
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, 6, 2015/10/05) */
September 24,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 24, 2015, we received your complaint, dated September
23, 2015, filed with the Revdex.com
You said that a balance reported to your credit file does not belong to you and requested that it be removedYou also expressed dissatisfaction with DISH Network's ID theft procedures
Our records indicate that your ID theft claim was received and it was processed on September 23, You will receive a letter from our ID Theft Team advising you of this and the credit bureaus will be advised to remove this item from your credit file
We sincerely regret any inconvenience this issue may have causedPlease note that DISH Network takes the protection of our customers' identity very seriously; however, if a person has all the information required to run a credit check that is accepted by the credit bureaus, there is very little we can do to further verify that person's identityAdditionally, very often customers wish to have a family member or friend supervise the installation of the system as they are indisposed, which is one of many reasons we are unable to check IDs at installation
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
*** *** ***
Denver, CO XXXXX
*** ***
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,
David Collins
Revdex.com:
Scott called me a few days ago and told be the fee of about $400 would be wavedI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Final Consumer Response /* (2000, 6, 2015/09/18) */
DISH Network has refunded me the money they owedThank you for your help in resolving this matter
Initial Business Response /* (1000, 5, 2015/07/30) */
July 28,
Mr*** *** and *** *** ***
*** ** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear MrKuhn and Ms***:
On July 23, 2015, we received your complaint, dated
July 22, 2015, filed with the Revdex.com
You expressed concern regarding technical issues with your internet serviceYou requested that we release you from your internet contract agreement
When I spoke with your daughter, ***, I advised her that I will release you from your contractYou may cancel at any time without penalty
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
*** ***
April 14, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On April 13, 2016, we received your complaint, dated April 9, 2016, filed with the Revdex.com You said that you were told that your rate would be $for the duration of your two-year contract periodYou expressed concern that you’ve been billed at a higher rate A review of your account reveals that I addressed your concerns through a complaint you filed with the Federal Communications CommissionEnclosed is a copy of my response If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** Enclosure cc: *** * *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** April 14, Ms*** *** *** *** *** *** ** *** Re: FCC Complaint # *** ***-*** Dear Ms***: On April 11, 2016, we received your complaint, dated April 9, 2016, filed with the Federal Communications Commission You said that you were told that your rate would be $for the duration of your two-year contractYou expressed concern with being billed a higher rate When we spoke, I told you that I released you from your contract so that you can close your account at any time without penaltyHowever, I am unable to honor the $monthly rate with the package that you currently carryOn August 16, 2015, our agent offered you a $monthly discount for monthsOn September 4, 2015, an agent provided you with a $monthly credit for eight months and another agent provided you with a $monthly credit for six monthsWe are unable to provide any further discounts on your account If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Federal Communications Commission *** *** *** *** ** ***
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.I received my refund in full today. Thank you for your quick attention to this complaint
Sincerely,
*** ***
March 31, *** *** ***
** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 31, 2017, we received your complaint, dated March 25, 2017, filed with the Revdex.com You expressed further displeasure at the latency you said that you experienced While we sincerely regret any inconvenience, no technology is perfect. As such, we are investigating the issue to which you refer and we hope to have it resolved as soon as possible If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 6, 2016 Ms*** ***
** *** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** Dear MsWasko: On January 4, 2016, we received your rebuttal, dated December 28, 2015, filed with the Revdex.com. You said you did not receive the refund amount you requested and you maintain that you are owed $10.31. Enclosed is a copy of your bill showing your credit balance after your account was disconnected. You received a prorated credit of $for the America’s Top package; however, a $shipping charge was also applied, per the terms of our customer agreement. This brought your credit balance to $29.69. As a courtesy, we rounded the amount of your refund up to $30.00. As no further funds are owed to you, we are unable to provide any additional refunds. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri*** *** Enclosure cc: Denver / Boulder Revdex.com *** *** *** *** ** ***
*** ***
Dear Ms***: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. My attempts to reach you by phone on January 7, and 11, 2015, have been unsuccessful, and there was no option to leave a voice message. You said that you
made calls to DISH Network in November and December and January to have your account disconnected, but without successYou expressed concern regarding technical issues with your DVRYou asked that the remaining balance be waived, and for the debt to be removed from your credit bureau fileA review of your account doesn’t reveal that you reported any technical issues with your DVR receiverThe only call we received from you regarding technical issues was on May 10, You contacted us regarding the service not working with your projectorWe attempted to assist you with getting the issue corrected, but you terminated the call before all troubleshooting steps could be takenOur records don’t reflect that you contacted us to close your account prior to January 2, At that point your service had already been interrupted, and the billing was ceased as of December 30, We consider the balance of $to be accurateWhen it is paid, I will have the debt removed from your credit bureau file, as a courtesyIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/09) */
June 8,
*** *** ***
*** *** *** *** *** B
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 3, 2015, we received your correspondence, dated June 2, 2015,
filed with the Revdex.com
You indicated that you were displeased with the DISH Network service you recently had installedYou attempted to disconnect within hours of installation, but you were informed that you would be charged an early termination feeYou requested that this early termination fee be waived so you can disconnect without penalty
When we spoke on June 3, 2015, I agreed to request a copy of your contract
As of today, I have not been provided a copy of your contractTherefore, I waived your early termination fee allowing you to disconnect your account at any time without penaltyI left a message at your (XXX) XXX-XXXX number notifying you of this update
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/06/25) */
June 23,
*** *** *** ***
*** ** *** ***
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 18, 2015, we received your complaint, dated June 15, 2015, filed
with the Revdex.com
You indicated that your credit card account was debited $You returned the equipment and have not received the refund
A review of this account reveals that it was established under the Digital Home Advantage (DHA) 24-month lease agreement (copy enclosed)Since you did not fulfill the 24-month agreement, a $early termination fee was applied to the accountYou were also charged $for unreturned equipment
When I spoke with you by telephone today, I informed you that once the equipment was returned, the equipment charges were reversed and a refund of $was issued
Since the $early termination fee is valid, this fee was not refunded
Authorization to automatically debit your debit/credit card account is provided in the DHA agreement
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/05/21) */
May 19,
*** *** ***
XXXXX *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On May 12, 2015, we received your complaint, dated May 11, 2015, filed
with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX on May 12, and 18, 2015, were unsuccessful; however, I left three messages
You maintain that you were charged twice for a Pay-Per-View (PPV) event because you paid it upfront with your credit card account and the charge was also reflected on your billing statement
Please be advised that for accounting purposes, your DISH Network bill will show any PPVs ordered on your account, as well as any payments made for that PPVThis is not an overcharge as the payment will offset the PPV, leaving no amount owed for the PPV
Because we value you as a customer, I reversed the PPV charge on your DISH Network accountThis reduced your current balance from $to $
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/09/21) */
September 9,
*** *** ***
** *** XXXXX
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 8, 2015, we received your complaint, dated September 7, 2015, filed with the
Revdex.com
You said that you were told your package would include the Big Ten Network, but you found that the channel was unavailable without an additional costYou requested that you be released from your contract and your equipment be picked up
I reviewed the sales call recording and found that you did say that you wanted the Big Ten Network; however, when the agent read you the list of sports channels you would receive, she didn't indicate that you would get the Big Ten NetworkAs a courtesy, I added the Multi-Sport package (which includes the Big Ten Network) to your account free for your commitment period, but I am unable to meet your request to release you from your contract
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 /* (2000, 6, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/11) */
June 4,
*** *** ***
*** *** ***
***, ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 4, 2015, we received your complaint, dated June 3, 2015, filed with the
Revdex.com
You expressed concern with the amount of the early termination fee to disconnect your serviceYou maintain that you were told you only had three months left in your term commitment and the fee would be $per month
Your service was activated on June 20, 2013, with a 24-month commitment through our Digital Home Advantage (DHA) promotionThe early termination fee for this promotion is prorated at $for each remaining monthAlthough this commitment ends on June 19, 2015, our records show that you were enrolled in a second 24-month commitment on June 1, 2014, when your equipment was upgraded through our DISH'n It Up (DIU) promotionThe early termination fee for the promotion is prorated at $for each remaining monthA copy of this agreement was provided via email on June 1,
A review of the customer service call on April 2, 2015, found that you were given incorrect information regarding the early termination fee amount and the months remaining in your term commitment
When I spoke with you by phone today, I advised you that due to the incorrect information provided, I waived the term commitment for the DIU promotion, leaving only the DHA term commitment on your accountAs you requested, I disconnected your service and backdated your bill to May 31, Your account will be left with a balance of $61.25, which includes the $early termination fee and $for services rendered
You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel
If there are further questions or concerns about this issue, please feel free to contact me at (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, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 11, 2015/08/25) */
August 20,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 17, 2015, we received your complaint, dated August 14, 2015, filed with
the Revdex.com
You said that you have been experiencing technical issues with your TV and internet service and you would like to cancel your account without penalty
When we spoke I told you that I will meet your request to waive the early termination fees for your TV and internet serviceYou are satisfied with my resolution and agreed to call back when you're ready to close your account
We strive to provide excellent service and regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 13, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have disconnect my service with Dish on 8/and since have had nasty calls and an email about going to arbitration for a refund since they had already charged my credit card for the month in advanceConsidering the daily lack of service/signal for my television and internet I feel a full refund is due and I should not have to go to arbitration to get it
Final Business Response /* (4000, 15, 2015/09/10) */
September 3,
Ms*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 2, 2015, we received your rebuttal, dated September 1, 2015, filed with the Revdex.com
You expressed concern that you did not receive a refund for service you paid up front forYou requested a refund of your last payment
When we spoke by phone, I advised you that a refund can be submitted once you return your leased equipmentYour refund amount will be $You agreed to call me once we receive your leased equipment to set up the refund
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
*** ***
Final Consumer Response /* (2000, 17, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have informed Mr Diaz that the equipment has been returned and that I received an email confirming this but a full refund of is dueI am waiting on my refund
Tell us why here...March 16, 2016 Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On March 16, 2016, we received your rebuttal, dated March 15, 2016, filed with the Revdex.com. You said that we missed the calls you made to DISH Network regarding the technical issues you experienced and the additional technician visitsYou requested that your early termination fee be waived Due to an overall lack of evidence, I am unable to meet your request to waive the early termination feeHowever, my offer to apply a credit of $towards your account balance is still availablePlease contact me directly to accept my offer If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT*** ***
Initial Business Response /* (1000, 5, 2015/06/15) */
June 5,
Ms*** ***
*** *** ***, Apt
*** ***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On June 2, 2015, we received your complaint, dated April 29, 2015,
filed with the Revdex.com
You indicated that when you contacted us to initiate DISH Network service, you requested the $price were quoted a rate of $per monthYou subscribe to the America's Top programming package for $However, because you enrolled in a 24-month commitment, you receive a $monthly credit for the first months, which reduces the package price to $a month for months
You also have an additional receiver active on your account which includes a monthly fee of $Along with the $fee for HD aprogramming, your total monthly cost is $(before tax) for the first months
However, you mentioned that you were told that you would have to subscribe to the additional HD package for an additional charge, even if you did not want itA review of the sales chat session revealed that the requirements for free HD programming (enrollment in an Autopay option and paperless billing) were not disclosed to youAs an exception, I provided the HD apackage freeThis will reduce your monthly cost to $before tax
You indicated that you were informed there would be no installation or activation fee but you received a bill for $
When I spoke with you by telephone today, I informed you that the review of that chat session also revealed that you were informed of the $activation fee and that it was included in the original $payment
You were not charged an installation feeHowever, you were charged two $receiver fees, which were also not disclosed in the chat session(These fees were included in the $bill)As an exception, I removed both fees and your balance due is $
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
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When I was contacted by Ms*** she explained to me the problemshe acknowledge that I was being truthful in my complaint and fixed everything in my orderShe was very polite and professional and understanding regarding my concernsThe problem is solved and I very glad
Thank you Ms*** for taking the time out to her your customers you are very much appreciated
Thank you Revdex.com for helping resolve this matter
Denver Revdex.com, I guess I was not clear in my Desired Outcome for the complaintI would like complaint #*** forwarded to Dish Network and I would like a representative from Dish Network to reply to the complaint and confirm that they have received the complaintI would also like Dish Network to
explain what they intend to do to ensure this incident does not happen againThanks, *** ***
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, 6, 2015/10/05) */
September 24,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 24, 2015, we received your complaint, dated September
23, 2015, filed with the Revdex.com
You said that a balance reported to your credit file does not belong to you and requested that it be removedYou also expressed dissatisfaction with DISH Network's ID theft procedures
Our records indicate that your ID theft claim was received and it was processed on September 23, You will receive a letter from our ID Theft Team advising you of this and the credit bureaus will be advised to remove this item from your credit file
We sincerely regret any inconvenience this issue may have causedPlease note that DISH Network takes the protection of our customers' identity very seriously; however, if a person has all the information required to run a credit check that is accepted by the credit bureaus, there is very little we can do to further verify that person's identityAdditionally, very often customers wish to have a family member or friend supervise the installation of the system as they are indisposed, which is one of many reasons we are unable to check IDs at installation
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
*** *** ***
Denver, CO XXXXX
*** ***
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,
David Collins
Revdex.com:
Scott called me a few days ago and told be the fee of about $400 would be wavedI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***