October 11, Dear Mr***: On October 16, 2016, we received your complaint, dated October 5, 2016, filed with the Revdex.com You requested that we stop calling you, but the calls have continued Our records reveal that your leased
equipment had not yet been returned and you have a remaining balance of $on your accountThe calls being made to you are reminder calls--either to return your equipment or to remit a payment The charges for unreturned equipment were applied to your account on September 23, 2016, but when the equipment was returned, the charges were removedHowever, there was still a remaining balance of $for service renderedAs an exception, I removed the balanceAdditionally, we removed the phone number from 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: Monday through Friday 7:am to 3:pm MDT ###-###-####
February 22, Ms*** *** ** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 14, 2018, we received your complaint, dated February 13, 2018, filed with the Revdex.com You expressed concern that your debit card was debited $on February 3, You said you told the sales agent that there would be no money in the account until Saturday, and she told you she would not place any charge to your credit card on that dayThis caused your bank account to be overdrawn by $You requested a refund and mentioned that the credit check lowered your credit score by points When I spoke with you by telephone today, I advised you that a refund of $was issued on February 14, 2018, and you confirmed that you received itI offered to reimburse you for any insufficient funds fees you may have incurred from your bank, but you told me that your bank took care of themI apologized for the inconvenience and advised you that this matter will be addressed internally With regard to the drop in your credit score, I have forwarded this to the appropriate department for further research If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 4, 2015/09/08) */
August 25,
Mr*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 24, 2015, we received your correspondence, dated August 21, 2015, filed
with the Revdex.com
You expressed your concern regarding DISH Network's current new customer promotional offersYou said you are disappointed that these offers are not being made to long-time loyal customers like yourselfYou requested that you receive new customer promotional discounts
When we spoke on August 24, 2015, I offered you a monthly $credit for monthsYou accepted this resolution
I am happy we were able to resolve this issue to your satisfactionDISH Network values you as a customer and we appreciate your continued loyalty
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
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I'm grateful for the $off per month offer for 12-months, I'm still not satisfied 100%It's only 12-months and new customers still get a better dealI still feel that your organization is treating new customers with more priorityWith many options out there to choose from because everyone can subscribe to Dish, DTV, cable, or online streaming options, one would think a company would try to keep its customers rather than let them go and then come back once their promotional period with the other company is overVerizon in launching a free OTT service which allows users to watch TV on their mobile device, with the right tools one can share with their TV and cut the cords from cable or satelliteChurn is always a companies priorityThe average monthly subscriber churn rate for the poperators stood at 1.65% in the first quarter, Dish was at 1.8%, above the industry average; More food for thought at the end of the 1st quarter, DISH had approximately million psubscribers compared with million the year beforeThat's a loss of a quarter of a million customersEstimated loss of revenue is million dollars! Show loyalty to your current customers the same way you entice new customers to joinFood for your Executives to chew onI'm sure the Executive Team can do better
Final Business Response /* (4000, 9, 2015/09/30) */
September 25,
Mr*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 21, 2015, we received your rebuttal, dated September 18, 2015, filed with the Revdex.com
You continue to express your concerns regarding DISH Network's new customer promotional offers and the offers available for existing customersYou would like to see more focus on existing customer retentionYou specifically mentioned the ability to access your service from mobile devices
When we spoke today, I offered you a Sling Adapter t no chargeThis connects to your existing receiver and allows you to access the DISH Anywhere feature from your mobile devicesYou accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
June 27, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On June 21, 2016, we received your complaint, dated June 20, 2016, filed with the Revdex.com You said that DISH Network debited your payment without your authorization When we spoke, I advised you that a review of your account showed that we received a chat on June 19, 2016. The person who chatted in was able to verify your PIN and the last four digits of your debit card number. They requested to upgrade the equipment on your account and they made the payment to which you refer You terminated our call before I was able to recommend that you change your online password (at www.mydish.com), as you stated that no one else should have your account information 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 *** ***
Dear MrMendoza: On February 8, 2016, we received your correspondence, dated February 3, 2016, filed with the Revdex.comYou stated that DISH Network billed you for two accounts, although you only have service at one residenceYour attempts to resolve the matter have been
unsuccessful, and the customer service you experienced did not meet your expectationsYou requested that this matter be correctedWhen we spoke today, we determined that you are being billed an early termination fee for account #*** established in your spouse’s (*** ***) nameThis account was placed on DISH Pause for several monthsYou contacted ** *** ***, an independent retail service provider, intending to restart your serviceInstead of restarting the existing account, a new account (#***) was opened under your name at your new residenceAccount #*** was disconnected in December The second bill is for the $early termination feeI offered to waive the early termination fee, as a courtesyAdditionally, the matter will be addressed with ** *** ***You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
August 4, Ms*** *** *** *** *** *** * *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On August 4, 2016, we received your rebuttal, dated August 3, 2016, filed with the Revdex.com You maintain that you did not authorize the debit of your early termination fee Please refer to my previous response wherein I explained that the credit card account debited was provided as the qualifying credit card for your DISH Network service Per the terms of service, to which you agreed, your early termination fee was applied to the qualifying credit card account after your DISH Network account was disconnected due to non-payment 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 *** ***
January 14, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 13, 2016, we received your complaint, dated January 7, 2016, filed with the Revdex.com You expressed concern about your recent experience with technical issues and the level of customer service you received When we spoke, you advised me that your technical issue has been resolved We sincerely regret the inconvenience this issue caused. In appreciation of your patience, I applied a one-time credit of $and I waived the cost of the surge protector installed in your home I’ve forwarded your concern to the appropriate department for internal review. We sincerely appreciate your feedback concerning your experience 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 *** ***
December 30, *** *** ***
** *** ***
*** ** *** Re: Revdex.com Complaint # *** 8***-*** Dear Mr
***: On December 29, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.comYou said that your bill increased so you disconnected your DISH Network account. You disputed the $balance associated with your account and requested that it be waivedWhen we spoke, I attempted to advise you that your price did not increase. You received monthly credits totaling $as part of your new customer promotion and, after a year, these credits dropped off your accountOur records show that you were charged a $early termination feeThis fee was debited from your bank account on August 29, 2015. You contacted us on August 30, 2015, to dispute the fee and the agent with whom you spoke waived it as a courtesy. As your payment had already been processed, you were refunded your credit balance of $on November 11, 2015. We then received your bank’s dispute of the $fee on November 12, As such, you received a $refund and the $fee was also returned to your bank, causing a remaining balance on your DISH Network account of $200.00. As you received your funds twice for only one payment, we request that you remit payment for your balance of $Enclosed are copies of your last four bills for your recordsIf 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 ###-###-#### Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO *** ***
Complaint: ***
I am rejecting this response because: This makes zero senseI received a prorated bill when I paused service? In addition, when you spoke to my wife she said you were extremely rude and the phone went deadSo you either hung up or the connection was lostI guess it was too much trouble to call back since Dish blocks the incoming phone number. Either way, customer service at Dish Network is non-existantCustomers are a nuisance to them and they act as though they are doing you a favor by talking to youTrust me, when our contract is up we'll go back to DirecTV.I also must point out when the tech came out to install service here in Florida, he had no clue what he was doingHe dung holes in my yard, didn't fill them back in, couldn't locate a signal from the satellite, left trash all my yard, left the cable he buried laying on the ground and had to come back the following weekHe installed the dish on a tripodHe said they do this in order to bill Dish Netwwork againWhen a new tech came out the following week, he said the former tech placed the dish in the wrong location and wasn't even aimed at the correct satelliteSo I guess by this subcontractor billing Dish twice, the customers pays for their mistakesDish Netqork is horribleDish Network employee's are not GOD'S, which they think they are.
Sincerely,
*** ***
January 15, Mr*** *** *** ** *** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Mr***: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com You indicated that your 24-month agreement is not signed by you I removed the early termination fee and submitted a refund for the $payment If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com *** *** ***
*** ** ***
*** ***
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, 10, 2015/07/08) */
July 2,
Ms*** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with the
Revdex.com
You maintain you made arrangements with a collection agency to settle your DISH Network accountYou disputed the balance due and the collection attempts
I attempted to reach you at (XXX) XXX-XXXX on June 30, 2015, and July and 2, I left three voice messages
We have no record of the agreement you describedNevertheless, I reversed the balance of $from your account
As of June 30, 2015, your account is at a zero balanceThe negative mark will be removed from your credit reportPlease allow eight weeks for processing with the credit bureaus
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
*** *** ***
*** ** XXXXX
*** ***
May 24, Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On May 20, 2016, we received your complaint, dated May 19, 2016, filed with the Revdex.com You expressed dissatisfaction with the level of customer service that you received When we spoke, I advised you that, in recognition of the inconvenience this issue caused, I waived your 24-month commitment and applied a one-time credit for one month of service I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representatives and for the service that you received. Thank you for bringing this issue to our attention so that we may address it with the appropriate personnel If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*
*** ***
Dear Ms***: On August 18, 2016, we received your rebuttal, dated August 16, 2016, filed with the Revdex.com You indicated that you were quoted a monthly rate of $ In my letter dated August 11, 2016, it states that your monthly rate is not $91.99, and it should have said your monthly rate is now $I apologize for any inconvenience this may have caused It was never my intention to add to your frustrationHowever, we consider your contract to be valid If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
March 9, Mr*** *** *** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On February 26, 2018, we received your complaint, dated February 25, 2018, filed with the Revdex.com You said that you placed your DISH Network account on DISH Pause but then noticed that you were being charged for service. You requested a refund of all charges since your account was removed from pause When we spoke, I informed you that I reviewed the call you made to pause your serviceIt revealed that the agent advised you that after nine months, your programming and rate would resume automatically unless you contacted us to disconnect or resume your service prior to that. As I explained, DISH Network has no way of knowing if you moved or if you are not receiving service unless we are notified. As a courtesy, I offered to refund three months of charges, but you declined As we received no contact concerning your account, and as our records show that you were provided with our DISH Pause disclosures, we are unable to provide you with the refund you requested If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
September 9, Dear Ms***: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com You requested to have your TV early termination fee (ETF) waived due to signal and equipment problemsYou
mentioned that you had requested a new receiver, but you did not received one When I spoke with you, you advised me of the equipment and signal issuesYou also mentioned that the technician was not able to resolve these problems on his visitI informed you that I would make an exception and I would waive your TV ETF, but your internet ETF is validYou accepted this resolution and you requested that your services be disconnected on September 11, 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 - Friday, 6:am - 2:pm MDT ###-###-####
Tell us why here...August 3, 2016 Ms*** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 28, 2016, we received your complaint, dated July 26, 2016, filed with the Revdex.com. You said that $was debited from your credit card account without your permission or knowledgeYou indicated that the debit caused your account to be overdrawnYou told our agent that you would be making monthly payments to pay off the balance dueYou requested that we refund the $and provide you with an additional refund of $for the overdraft fee you incurred When we spoke by phone, I explained that your account was closed due to nonpayment, which violated your contract agreementTherefore, per our contract, we debited your credit card account $for the early termination feePlease note, DISH Network doesn’t offer payment plansDue to the fact that we have a signed contract for you on file, I am unable to meet your requestsEnclosed is a copy of your contract for your records 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*** *** Enclosure
Initial Business Response /* (1000, 5, 2015/06/18) */
June 17,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 17, 2015, we received your correspondence, dated June 16, 2015, filed with the
Revdex.com
You stated that you experienced reoccurring billing issues with your DISH Network accountYou recently upgraded your equipmentYou did not receive the monthly rate that you were promisedYour attempt to correct the matter was unsuccessful and the customer service you encountered did not meet your expectationsThis led you to disconnect your accountYou have now been billed for an early termination feeYou requested that this fee be waived and you would like a refund for the months that you were charged at a higher rate
When we spoke today, I agreed to waive your early termination fee and I have issued a refund for $You 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 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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/05/15) */
May 5,
Ms*** ***
*** *** St
*** ***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your correspondence, dated May 4, 2015, filed with the
Revdex.com
You stated that your husband (*** ***) has a debt on his credit report from DISH Network for $You were under the impression that this matter was resolved when your account was disconnected in You requested that this matter be resolved and removed from his credit report
When we spoke today, I agreed to resolve the $debt and I requested that the charge be removed from the collections process and that the debt be deleted from the credit bureausYou accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept DISH's response conditionally, subject to the items being removed (not closed, but removed) from my husband's credit report as promised by 7/1/
October 30, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On October 13, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on October 18, and 30, 2017, and I left three messagesI also sent an email to *** with a request to contact me You maintain that you were offered *** free for one year, but you did not receive itYou also mentioned that you were charged for the Protection Plan for four months As previously advised, you established this account through Go Dish Com, an independent retailerA review of the sales call from November 13, 2016, reveals that you were not offered *** free for one yearYou took advantage of the three months free offer for ***, *** *** *** and the DISH Movie PackThe *** free for months promotion was not available until December 28, 2016, and for new customers onlyHowever, as an exception, you were provided *** free for six months on May 20, The Protection Plan is provided free for the first six months of serviceThis is disclosed in the Digital Home Advantage (DHA) 24-month agreementThe six months expired on June 10, 2017, and you began to be billed at the regular rateAlthough you maintain that you previously removed it, we have no record of thisNevertheless, on October 12, 2017, the Protection Plan was removed from your account and you were provided an account credit of $ If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
October 11, Dear Mr***: On October 16, 2016, we received your complaint, dated October 5, 2016, filed with the Revdex.com You requested that we stop calling you, but the calls have continued Our records reveal that your leased
equipment had not yet been returned and you have a remaining balance of $on your accountThe calls being made to you are reminder calls--either to return your equipment or to remit a payment The charges for unreturned equipment were applied to your account on September 23, 2016, but when the equipment was returned, the charges were removedHowever, there was still a remaining balance of $for service renderedAs an exception, I removed the balanceAdditionally, we removed the phone number from 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: Monday through Friday 7:am to 3:pm MDT ###-###-####
February 22, Ms*** *** ** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 14, 2018, we received your complaint, dated February 13, 2018, filed with the Revdex.com You expressed concern that your debit card was debited $on February 3, You said you told the sales agent that there would be no money in the account until Saturday, and she told you she would not place any charge to your credit card on that dayThis caused your bank account to be overdrawn by $You requested a refund and mentioned that the credit check lowered your credit score by points When I spoke with you by telephone today, I advised you that a refund of $was issued on February 14, 2018, and you confirmed that you received itI offered to reimburse you for any insufficient funds fees you may have incurred from your bank, but you told me that your bank took care of themI apologized for the inconvenience and advised you that this matter will be addressed internally With regard to the drop in your credit score, I have forwarded this to the appropriate department for further research If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 4, 2015/09/08) */
August 25,
Mr*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 24, 2015, we received your correspondence, dated August 21, 2015, filed
with the Revdex.com
You expressed your concern regarding DISH Network's current new customer promotional offersYou said you are disappointed that these offers are not being made to long-time loyal customers like yourselfYou requested that you receive new customer promotional discounts
When we spoke on August 24, 2015, I offered you a monthly $credit for monthsYou accepted this resolution
I am happy we were able to resolve this issue to your satisfactionDISH Network values you as a customer and we appreciate your continued loyalty
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
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I'm grateful for the $off per month offer for 12-months, I'm still not satisfied 100%It's only 12-months and new customers still get a better dealI still feel that your organization is treating new customers with more priorityWith many options out there to choose from because everyone can subscribe to Dish, DTV, cable, or online streaming options, one would think a company would try to keep its customers rather than let them go and then come back once their promotional period with the other company is overVerizon in launching a free OTT service which allows users to watch TV on their mobile device, with the right tools one can share with their TV and cut the cords from cable or satelliteChurn is always a companies priorityThe average monthly subscriber churn rate for the poperators stood at 1.65% in the first quarter, Dish was at 1.8%, above the industry average; More food for thought at the end of the 1st quarter, DISH had approximately million psubscribers compared with million the year beforeThat's a loss of a quarter of a million customersEstimated loss of revenue is million dollars! Show loyalty to your current customers the same way you entice new customers to joinFood for your Executives to chew onI'm sure the Executive Team can do better
Final Business Response /* (4000, 9, 2015/09/30) */
September 25,
Mr*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 21, 2015, we received your rebuttal, dated September 18, 2015, filed with the Revdex.com
You continue to express your concerns regarding DISH Network's new customer promotional offers and the offers available for existing customersYou would like to see more focus on existing customer retentionYou specifically mentioned the ability to access your service from mobile devices
When we spoke today, I offered you a Sling Adapter t no chargeThis connects to your existing receiver and allows you to access the DISH Anywhere feature from your mobile devicesYou accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
June 27, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On June 21, 2016, we received your complaint, dated June 20, 2016, filed with the Revdex.com You said that DISH Network debited your payment without your authorization When we spoke, I advised you that a review of your account showed that we received a chat on June 19, 2016. The person who chatted in was able to verify your PIN and the last four digits of your debit card number. They requested to upgrade the equipment on your account and they made the payment to which you refer You terminated our call before I was able to recommend that you change your online password (at www.mydish.com), as you stated that no one else should have your account information 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 *** ***
Dear MrMendoza: On February 8, 2016, we received your correspondence, dated February 3, 2016, filed with the Revdex.comYou stated that DISH Network billed you for two accounts, although you only have service at one residenceYour attempts to resolve the matter have been
unsuccessful, and the customer service you experienced did not meet your expectationsYou requested that this matter be correctedWhen we spoke today, we determined that you are being billed an early termination fee for account #*** established in your spouse’s (*** ***) nameThis account was placed on DISH Pause for several monthsYou contacted ** *** ***, an independent retail service provider, intending to restart your serviceInstead of restarting the existing account, a new account (#***) was opened under your name at your new residenceAccount #*** was disconnected in December The second bill is for the $early termination feeI offered to waive the early termination fee, as a courtesyAdditionally, the matter will be addressed with ** *** ***You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
August 4, Ms*** *** *** *** *** *** * *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On August 4, 2016, we received your rebuttal, dated August 3, 2016, filed with the Revdex.com You maintain that you did not authorize the debit of your early termination fee Please refer to my previous response wherein I explained that the credit card account debited was provided as the qualifying credit card for your DISH Network service Per the terms of service, to which you agreed, your early termination fee was applied to the qualifying credit card account after your DISH Network account was disconnected due to non-payment 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 *** ***
January 14, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On January 13, 2016, we received your complaint, dated January 7, 2016, filed with the Revdex.com You expressed concern about your recent experience with technical issues and the level of customer service you received When we spoke, you advised me that your technical issue has been resolved We sincerely regret the inconvenience this issue caused. In appreciation of your patience, I applied a one-time credit of $and I waived the cost of the surge protector installed in your home I’ve forwarded your concern to the appropriate department for internal review. We sincerely appreciate your feedback concerning your experience 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 *** ***
December 30, *** *** ***
** *** ***
*** ** *** Re: Revdex.com Complaint # *** 8***-*** Dear Mr
***: On December 29, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.comYou said that your bill increased so you disconnected your DISH Network account. You disputed the $balance associated with your account and requested that it be waivedWhen we spoke, I attempted to advise you that your price did not increase. You received monthly credits totaling $as part of your new customer promotion and, after a year, these credits dropped off your accountOur records show that you were charged a $early termination feeThis fee was debited from your bank account on August 29, 2015. You contacted us on August 30, 2015, to dispute the fee and the agent with whom you spoke waived it as a courtesy. As your payment had already been processed, you were refunded your credit balance of $on November 11, 2015. We then received your bank’s dispute of the $fee on November 12, As such, you received a $refund and the $fee was also returned to your bank, causing a remaining balance on your DISH Network account of $200.00. As you received your funds twice for only one payment, we request that you remit payment for your balance of $Enclosed are copies of your last four bills for your recordsIf 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 ###-###-#### Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO *** ***
Complaint: ***
I am rejecting this response because: This makes zero senseI received a prorated bill when I paused service? In addition, when you spoke to my wife she said you were extremely rude and the phone went deadSo you either hung up or the connection was lostI guess it was too much trouble to call back since Dish blocks the incoming phone number. Either way, customer service at Dish Network is non-existantCustomers are a nuisance to them and they act as though they are doing you a favor by talking to youTrust me, when our contract is up we'll go back to DirecTV.I also must point out when the tech came out to install service here in Florida, he had no clue what he was doingHe dung holes in my yard, didn't fill them back in, couldn't locate a signal from the satellite, left trash all my yard, left the cable he buried laying on the ground and had to come back the following weekHe installed the dish on a tripodHe said they do this in order to bill Dish Netwwork againWhen a new tech came out the following week, he said the former tech placed the dish in the wrong location and wasn't even aimed at the correct satelliteSo I guess by this subcontractor billing Dish twice, the customers pays for their mistakesDish Netqork is horribleDish Network employee's are not GOD'S, which they think they are.
Sincerely,
*** ***
January 15, Mr*** *** *** ** *** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Mr***: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com You indicated that your 24-month agreement is not signed by you I removed the early termination fee and submitted a refund for the $payment If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com *** *** ***
*** ** ***
*** ***
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, 10, 2015/07/08) */
July 2,
Ms*** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with the
Revdex.com
You maintain you made arrangements with a collection agency to settle your DISH Network accountYou disputed the balance due and the collection attempts
I attempted to reach you at (XXX) XXX-XXXX on June 30, 2015, and July and 2, I left three voice messages
We have no record of the agreement you describedNevertheless, I reversed the balance of $from your account
As of June 30, 2015, your account is at a zero balanceThe negative mark will be removed from your credit reportPlease allow eight weeks for processing with the credit bureaus
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
*** *** ***
*** ** XXXXX
*** ***
May 24, Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On May 20, 2016, we received your complaint, dated May 19, 2016, filed with the Revdex.com You expressed dissatisfaction with the level of customer service that you received When we spoke, I advised you that, in recognition of the inconvenience this issue caused, I waived your 24-month commitment and applied a one-time credit for one month of service I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representatives and for the service that you received. Thank you for bringing this issue to our attention so that we may address it with the appropriate personnel If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** ***
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Dear Ms***: On August 18, 2016, we received your rebuttal, dated August 16, 2016, filed with the Revdex.com You indicated that you were quoted a monthly rate of $ In my letter dated August 11, 2016, it states that your monthly rate is not $91.99, and it should have said your monthly rate is now $I apologize for any inconvenience this may have caused It was never my intention to add to your frustrationHowever, we consider your contract to be valid If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
March 9, Mr*** *** *** *** *** **
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On February 26, 2018, we received your complaint, dated February 25, 2018, filed with the Revdex.com You said that you placed your DISH Network account on DISH Pause but then noticed that you were being charged for service. You requested a refund of all charges since your account was removed from pause When we spoke, I informed you that I reviewed the call you made to pause your serviceIt revealed that the agent advised you that after nine months, your programming and rate would resume automatically unless you contacted us to disconnect or resume your service prior to that. As I explained, DISH Network has no way of knowing if you moved or if you are not receiving service unless we are notified. As a courtesy, I offered to refund three months of charges, but you declined As we received no contact concerning your account, and as our records show that you were provided with our DISH Pause disclosures, we are unable to provide you with the refund you requested If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
September 9, Dear Ms***: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com You requested to have your TV early termination fee (ETF) waived due to signal and equipment problemsYou
mentioned that you had requested a new receiver, but you did not received one When I spoke with you, you advised me of the equipment and signal issuesYou also mentioned that the technician was not able to resolve these problems on his visitI informed you that I would make an exception and I would waive your TV ETF, but your internet ETF is validYou accepted this resolution and you requested that your services be disconnected on September 11, 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 - Friday, 6:am - 2:pm MDT ###-###-####
Tell us why here...August 3, 2016 Ms*** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 28, 2016, we received your complaint, dated July 26, 2016, filed with the Revdex.com. You said that $was debited from your credit card account without your permission or knowledgeYou indicated that the debit caused your account to be overdrawnYou told our agent that you would be making monthly payments to pay off the balance dueYou requested that we refund the $and provide you with an additional refund of $for the overdraft fee you incurred When we spoke by phone, I explained that your account was closed due to nonpayment, which violated your contract agreementTherefore, per our contract, we debited your credit card account $for the early termination feePlease note, DISH Network doesn’t offer payment plansDue to the fact that we have a signed contract for you on file, I am unable to meet your requestsEnclosed is a copy of your contract for your records 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*** *** Enclosure
Initial Business Response /* (1000, 5, 2015/06/18) */
June 17,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 17, 2015, we received your correspondence, dated June 16, 2015, filed with the
Revdex.com
You stated that you experienced reoccurring billing issues with your DISH Network accountYou recently upgraded your equipmentYou did not receive the monthly rate that you were promisedYour attempt to correct the matter was unsuccessful and the customer service you encountered did not meet your expectationsThis led you to disconnect your accountYou have now been billed for an early termination feeYou requested that this fee be waived and you would like a refund for the months that you were charged at a higher rate
When we spoke today, I agreed to waive your early termination fee and I have issued a refund for $You 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 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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 4, 2015/05/15) */
May 5,
Ms*** ***
*** *** St
*** ***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 5, 2015, we received your correspondence, dated May 4, 2015, filed with the
Revdex.com
You stated that your husband (*** ***) has a debt on his credit report from DISH Network for $You were under the impression that this matter was resolved when your account was disconnected in You requested that this matter be resolved and removed from his credit report
When we spoke today, I agreed to resolve the $debt and I requested that the charge be removed from the collections process and that the debt be deleted from the credit bureausYou accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept DISH's response conditionally, subject to the items being removed (not closed, but removed) from my husband's credit report as promised by 7/1/
October 30, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On October 13, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on October 18, and 30, 2017, and I left three messagesI also sent an email to *** with a request to contact me You maintain that you were offered *** free for one year, but you did not receive itYou also mentioned that you were charged for the Protection Plan for four months As previously advised, you established this account through Go Dish Com, an independent retailerA review of the sales call from November 13, 2016, reveals that you were not offered *** free for one yearYou took advantage of the three months free offer for ***, *** *** *** and the DISH Movie PackThe *** free for months promotion was not available until December 28, 2016, and for new customers onlyHowever, as an exception, you were provided *** free for six months on May 20, The Protection Plan is provided free for the first six months of serviceThis is disclosed in the Digital Home Advantage (DHA) 24-month agreementThe six months expired on June 10, 2017, and you began to be billed at the regular rateAlthough you maintain that you previously removed it, we have no record of thisNevertheless, on October 12, 2017, the Protection Plan was removed from your account and you were provided an account credit of $ If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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