February 22, Ms*** *** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # *** ***
Dear Ms***: On February 15, 2016, we received your correspondence, dated February 8, 2016, filed with the Revdex.com You stated that DISH Network withdrew $from your bank account without authorizationAs a result, you incurred a $non-sufficient funds (NSF) feeYou are not a DISH Network customer and you would like this matter corrected Our records show that you established a DISH Network account in September You said the account was supposed to be canceledHowever, a payment of $was collected at the time insteadIn December 2015, a payment of $was collected by DISH Network, which was reversed on January 8, 2016. I left you a message today that I submitted a refund request for the $NSF fee you incurred If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
July 22, Mr*** *** *** *** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On July 15, 2016, we received your complaint, dated July 13, 2016, filed with the Revdex.com You expressed concern about the loss of your local Fox affiliate and the NFL channel. You requested to have your early termination fee waived When we spoke, I explained that, as DISH Network does not own the channels that we provide, we must contract for the right to do so. As we are not in full control of the channels we carry, we must provide for changes in programming in our customer agreementsWhile we sincerely regret any inconvenience this issue may have caused, we are unable to waive the 24-month commitment associated with 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: 6:am - 2:pm (MDT), Mon-Fri
Dear Mr***: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.comYou expressed concern regarding the placement of your satellite dish and you asked that your roof be repairedWhen we spoke, I advised you that we will stand behind
our field office’s decision to deny your damage claim as we found the installation to be up to our standards and you signed the service agreement, indicating that you were satisfied with the work completedWe regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future. 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 ###-###-####
Complaint: ***
I am rejecting this response because: He was specifically told Do not attach to the roof! I guess it is my fault in thinking that the tech would do as toldThe dish was already in place when presented with a form to signWhat could have been done then it was too late he had already attached the dish when to not to attach to the roofWhat would have dish done if I refused to sign because your tech didn't honor my requestThe tech also told me that when I got a call on rating his service that I was to give him all (excellent) because if I gave him anything less then he would be penalizedWow a tech telling me how to rate his service!! Way to go dish for hiring first class techs
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/25) */
September 23,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 22, 2015, we received your complaint, dated September 21, 2015, filed
with the Revdex.com
You disputed the balance associated with your information
When we spoke, I attempted to explain that I was unable to locate the account to which you refer with the information providedYou indicated that you would not provide DISH Network with any information or take any action to resolve this issueAs such, I am unable to provide any further information concerning this issueI have enclosed an ID Theft packet should you wish to resolve this issue
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
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As he stated he could not find an account, I then asked if there was not an account how did Dish turn me/account over to a collection agency? He could tell me howNo I am not going to do anything for Dish, for Dish not having any account on me and Dish turning a " no account found " over to collectionIf Dish shows NO account on me, then let Dish show no account on me to the collection agency ! How simple could that be!
Final Consumer Response /* (4200, 13, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How can I give an account number or any information to something Dish Network filed with AFNI, Dish Network had enough information to send it to AFNIHow would I know what information you gave AFNI, All Dish Network has to do is contact AFNI and advise AFNI that there should not be a file against my name at all! If Dish Network filed use the information that Dish used! If Dish can not find any information then looks like Dish would /should contact AFNI and tell them to remove any information of me from their filesIt shows Dish Network filed with AFNI, so un-file! Does Dish Network make it a habit to file with AFNI if they can't find any account? If you can't find account information, contact the company (AFNI) that Dish Network filed with-AFNI, my information that Dish Network can't find!
Final Business Response /* (4000, 15, 2015/10/22) */
October 21,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr***:
On October 13, 2015, we received your rebuttal, dated October 8, 2015, filed with the Revdex.com
You requested to have the DISH Network account balance associated with your information removed from collections and your credit file
Our Collections Team was able to locate the account to which you referHowever, our records indicate that the balance is validIf you maintain that the account was not yours, please fill out and send in the identity theft packet I sent you previously, so we may resolve this issue
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
*** ***
December 17,
*** *** ***
*** *** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
8***###-###-####
Dear Ms***
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com
You
stated that you have recently experienced billing issues with your DISH Network accountYou have not received credit for the return of a sound bar, two of your monthly payments were duplicated, and your billing due date changedYou requested that these matters be resolved
When we spoke today, I confirmed that credit for your sound bar return was applied to your account on
December 7, 2015, resolving the outstanding balance on your accountWe reviewed your payment concerns and I advised you that your billing due date did change effective August 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.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***
Dear Mr***: On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.comYou disputed the early termination fee associated with your DISH Network account. You moved to a residence where foliage blocks the signal to the dish, and you
requested to have the fee and your balance waivedWhen we spoke, I advised you that I made an exception and waived your $early termination fee and your remaining $balanceWe sincerely regret any inconvenience this issue may have causedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/09/04) */
September 3,
*** *** ***
*** *** St
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 23, 2015, filed
with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 5, and 8, 2015, and I left three messages
In addition, I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 27, 2015, and on September and 2, I left three messages
You indicated that you experienced technical issues for a week and expressed concern that when you contacted us, you were unable to schedule a technician visit for the same day
Unfortunately, our technician visits cannot usually be scheduled for the same dayThis is because our technician routes and schedules have already been plotted for the dayAs each technician visit deserves the utmost attention, we are rarely able to specifically predict how long each one may takeI sincerely apologize on behalf of DISH Network
During the technician visit that was completed on August 30, 2015, it was determined that the pole was not secure and we relocated the satellite dish to a temporary mount
Although you stated that you experienced technical issues for a week, a review of this account does not reveal any technical issues reported prior to August 23, 2015, at 3:pm MSTA $credit was applied to your account for the inconvenience
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
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 9, *** *** *** ***
*** ** *** ***
*** ** *** Re: Revdex.com
Complaint # ***
*** Dear Mrs***: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com I attempted to reach you at *** *** on August 7, and 9, 2017, and I left three voice messagesI also sent an email to you at ***Although you returned my call, we were unable to speak directly You expressed concern with the security process when calling our customer service line, and with the customer service you receivedYou maintain that you are the account holder and your mother-in-law, Ms*** ***, only provided her credit card account information when the account was establishedYou requested that her name be removed from the account A review of the account reveals that Ms*** *** is the account holder, as her Social Security Number was provided at the time of sale to establish the serviceMr*** *** is listed as the “Bill To” person If you would like to transfer ownership of the account, please call customer service at *** *** with *** *** so that she may authorize the transfer of ownershipIn order to complete this transfer, you or your husband must credit-qualify for the account We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agentsWe regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 12, Ms*** *** *** ** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com You expressed concern with technical issues you experiencedYou said that when you called for assistance, you were told you would not be transferred to technical support unless you purchased a protection plan for $ My attempts to contact you by phone at *** *** and *** *** on January 10, and 12, 2017, were unsuccessful, but I was able to leave you two messages I was unable to verify your claim; however, I will be happy to assist you with any issues you may be experiencingIf a technician is required, I will waive the cost for the visit as a one-time courtesy Please note that our standard process for assisting with technical issues is to attempt to troubleshoot the problem firstIf we are unsuccessful in resolving the issue, we can schedule a technician to assist youThe cost for a technician visit is $unless you have DISH Protect Silver, and then the fee would only be $DISH Protect Silver is $per month and it provides many additional benefits, such as free shipping and identity theft protection If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, Gabriel R*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 5, 2015/10/02) */
October 1,
*** *** ***
** *** ***
*** ** ***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 23, 2015, we received your complaint, dated September 22, 2015,
filed with the Revdex.com
You said that a satellite dish was installed on your property without your authorizationYou requested to have your roof repaired
When we spoke, I advised you that our records indicate you have a damage claim open with our Corporate Field Resolutions (CFR) TeamYou indicated that the subcontractor who installed the dish had removed the foot plate and caulked the holes but you wanted the shingles replacedI advised you to work with your claim manager and your local subcontractor to bring about a resolution, as the claim is already in process
Please note that DISH Network requires the customer to either have permission or the authority to install our serviceIt is the customer's responsibility to get permission if they do not have the authority to make this decision
At your request, I emailed your claim manager to request that she call you again
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
*** ***
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 31, 2015, we received your complaint, dated August 28, 2015, filed
with the Revdex.com
You said that you experienced technical issues with your internet and television serviceYou state that a technician was sent to your home and was unable to correct the problem after being there for almost two hoursYou feel that you should not be penalized for closing the account prior to the commitment being fulfilled
When we spoke by phone, I informed you that our records reflect that our technician was sent to your home on August 5, 2015, and when he arrived at your home he found that your equipment had been removed and was lying on your steps outside of your home
I offered to restart your account and send a technician to your home to address the technical issuesI told you that if he is unable to resolve the problem, I would release you from the contractsHowever, you declined my offer
I informed you that we consider the early termination fees to be accurate charges, as you didn't give us the opportunity to attempt to resolve the technical issues you maintain you were experiencingI offered to waive the internet early termination fee of $and the service (programming and internet) balance of $122.34, leaving a balance due of $You agreed to my resolutionEnclosed is a copy of your contract agreements
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
Enclosures:
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/08/07) */
July 31,
Mr*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with
the Revdex.com
You maintain that you were offered a $refund which you did not receiveYou requested this refund and to have your early termination fee waived
When we spoke, I advised you that a review of the notes on your account and of your calls, I was unable to locate an offer for a refundPlease note that the $balance to which you referred was correct; as such, no adjustment was warranted
As our records indicate that you already received adjustments to your bill, we are unable to apply more credits to your account or waive your early termination fee
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer for a refund and adjustment to the monthly bill going forward was in a second conversation with an account managerThis part of the conversation was not reviewed by Dish and was disregardedI am owed the $and have discontinued my service with Dish due to their failure to acknowledge what actually happened
Final Business Response /* (4000, 9, 2015/08/25) */
August 24,
Mr*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your complaint, dated August 15, 2015, filed with the Revdex.com
You maintain that you were offered a $refund
I attempted to reach you at (XXX) XXX-XXXX on August 20, and 24, 2015, and I left three voicemails
In my last message I advised you that I reviewed all your calls from July on and found that you requested a refund but one was never offered, as your bill was correct for the service you receivedAs such, we are unable to apply any further adjustments to your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meCan you please tell me how long it will take for the refund to be sent to me?
Sincerely,
*** ***
August 30, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On August 28, 2017, we received your complaint, dated August 27, 2017, filed with the Revdex.com You expressed concern regarding the new user interface on your receiverYou said that you plan on disconnecting your service because your request for an equipment upgrade with no contract and no additional monthly charges was denied When we spoke, I informed you that we are working on a software update to resolve the issues you are experiencingI offered you a free Hopper upgrade with no contract and I agreed to waive the $additional monthly charge for monthsYou said that you will consider my offer and call me back If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
June 20, Ms*** ** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On June 7, 2016, we received your complaint, dated June 4, 2016, filed with the Revdex.com You maintain that you did not authorize a payment of $for DISH Network service for a relative, and you did not authorize a $fee from DISH NetworkYou requested a refund When I spoke with you, I informed you that DISH Network did not auto-collect this paymentSomeone who has access to this DISH Network account manually processed a $payment through our automated telephone system on May 14, As an exception, I submitted a refund for $Please allow three to five business days for the process to be completed 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
Initial Business Response /* (1000, 10, 2015/10/16) */
October 13,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
`XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 6, 2015, we received your correspondence, dated October 5, 2015,
filed with the Revdex.com
You stated that when you purchased your DISH Network service from Dish One Satellite, an independent retail service provider, you were promised programming that was not offered by DISH NetworkThis led you to disconnect the service days after installationYou requested that the $balance on your account be resolvedAdditionally, you requested no further contact from DISH Network
To address your concerns, I have resolved the $balance and confirmed that your account has been placed on our internal Do Not Contact list
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
March 16, *** *** *** *** ** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com You maintain that when you moved you requested to add internet service from DISH Network; however, you were advised that the previous tenant did not cancel their internet service and, as a result, DISH Network was unable to provide internet to you at the new locationYou requested that DISH Network cancel your television service without penalty since you were unable to have bundled service at your new residence A review of our records reveals that the prior resident at your address had internet service with CenturyLink but they did not disconnect it prior to moving When we spoke today, I advised you that I contacted CenturyLink and they agreed to cancel the active account at that address in order to allow DISH Network to install new internet service within seven business daysYou declined the offer due to the length of time it would takeYou opted to cancel your DISH Network account insteadI advised you that while DISH Network considers the early termination fee to be valid, I would reduce the fee to $in the interest of customer serviceYou accepted my offer We strive to provide excellent service and we 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 *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 7:am-3:pm MST, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/06/09) */
June 8,
Mr*** ***
*** ***
*** ***, *** ***
Re: Revdex.com Complaint # ***
***
Dear Mr***:
On May 29, 2015, we received your correspondence, dated May 28, 2015, filed with the RevDex.com
You indicated that a DISH Network satellite dish was attached to your residence without your authorizationA previous tenant of another residence allowed this installationYou requested that it be removed and the installation damage be repaired
When we spoke on June 1, 2015, I agreed to forward your concerns to our Corporate Field Resolutions Department for reviewTheir attempts to reach you have been unsuccessfulPlease contact Tyler Bellis from the Corporate Field Resolutions Department at 1-866-946-at your earliest convenience
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
*** ***
February 22, Ms*** *** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # *** ***
Dear Ms***: On February 15, 2016, we received your correspondence, dated February 8, 2016, filed with the Revdex.com You stated that DISH Network withdrew $from your bank account without authorizationAs a result, you incurred a $non-sufficient funds (NSF) feeYou are not a DISH Network customer and you would like this matter corrected Our records show that you established a DISH Network account in September You said the account was supposed to be canceledHowever, a payment of $was collected at the time insteadIn December 2015, a payment of $was collected by DISH Network, which was reversed on January 8, 2016. I left you a message today that I submitted a refund request for the $NSF fee you incurred If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
July 22, Mr*** *** *** *** *** *** ** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On July 15, 2016, we received your complaint, dated July 13, 2016, filed with the Revdex.com You expressed concern about the loss of your local Fox affiliate and the NFL channel. You requested to have your early termination fee waived When we spoke, I explained that, as DISH Network does not own the channels that we provide, we must contract for the right to do so. As we are not in full control of the channels we carry, we must provide for changes in programming in our customer agreementsWhile we sincerely regret any inconvenience this issue may have caused, we are unable to waive the 24-month commitment associated with 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: 6:am - 2:pm (MDT), Mon-Fri
Dear Mr***: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.comYou expressed concern regarding the placement of your satellite dish and you asked that your roof be repairedWhen we spoke, I advised you that we will stand behind
our field office’s decision to deny your damage claim as we found the installation to be up to our standards and you signed the service agreement, indicating that you were satisfied with the work completedWe regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future. 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 ###-###-####
Complaint: ***
I am rejecting this response because: He was specifically told Do not attach to the roof! I guess it is my fault in thinking that the tech would do as toldThe dish was already in place when presented with a form to signWhat could have been done then it was too late he had already attached the dish when to not to attach to the roofWhat would have dish done if I refused to sign because your tech didn't honor my requestThe tech also told me that when I got a call on rating his service that I was to give him all (excellent) because if I gave him anything less then he would be penalizedWow a tech telling me how to rate his service!! Way to go dish for hiring first class techs
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/25) */
September 23,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 22, 2015, we received your complaint, dated September 21, 2015, filed
with the Revdex.com
You disputed the balance associated with your information
When we spoke, I attempted to explain that I was unable to locate the account to which you refer with the information providedYou indicated that you would not provide DISH Network with any information or take any action to resolve this issueAs such, I am unable to provide any further information concerning this issueI have enclosed an ID Theft packet should you wish to resolve this issue
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
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As he stated he could not find an account, I then asked if there was not an account how did Dish turn me/account over to a collection agency? He could tell me howNo I am not going to do anything for Dish, for Dish not having any account on me and Dish turning a " no account found " over to collectionIf Dish shows NO account on me, then let Dish show no account on me to the collection agency ! How simple could that be!
Final Consumer Response /* (4200, 13, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How can I give an account number or any information to something Dish Network filed with AFNI, Dish Network had enough information to send it to AFNIHow would I know what information you gave AFNI, All Dish Network has to do is contact AFNI and advise AFNI that there should not be a file against my name at all! If Dish Network filed use the information that Dish used! If Dish can not find any information then looks like Dish would /should contact AFNI and tell them to remove any information of me from their filesIt shows Dish Network filed with AFNI, so un-file! Does Dish Network make it a habit to file with AFNI if they can't find any account? If you can't find account information, contact the company (AFNI) that Dish Network filed with-AFNI, my information that Dish Network can't find!
Final Business Response /* (4000, 15, 2015/10/22) */
October 21,
*** *** ***
XXXXX *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr***:
On October 13, 2015, we received your rebuttal, dated October 8, 2015, filed with the Revdex.com
You requested to have the DISH Network account balance associated with your information removed from collections and your credit file
Our Collections Team was able to locate the account to which you referHowever, our records indicate that the balance is validIf you maintain that the account was not yours, please fill out and send in the identity theft packet I sent you previously, so we may resolve this issue
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
*** ***
December 17,
*** *** ***
*** *** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
8***###-###-####
Dear Ms***
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com
You
stated that you have recently experienced billing issues with your DISH Network accountYou have not received credit for the return of a sound bar, two of your monthly payments were duplicated, and your billing due date changedYou requested that these matters be resolved
When we spoke today, I confirmed that credit for your sound bar return was applied to your account on
December 7, 2015, resolving the outstanding balance on your accountWe reviewed your payment concerns and I advised you that your billing due date did change effective August 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.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * ***
Dear Mr***: On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.comYou disputed the early termination fee associated with your DISH Network account. You moved to a residence where foliage blocks the signal to the dish, and you
requested to have the fee and your balance waivedWhen we spoke, I advised you that I made an exception and waived your $early termination fee and your remaining $balanceWe sincerely regret any inconvenience this issue may have causedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/09/04) */
September 3,
*** *** ***
*** *** St
*** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 23, 2015, filed
with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 5, and 8, 2015, and I left three messages
In addition, I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 27, 2015, and on September and 2, I left three messages
You indicated that you experienced technical issues for a week and expressed concern that when you contacted us, you were unable to schedule a technician visit for the same day
Unfortunately, our technician visits cannot usually be scheduled for the same dayThis is because our technician routes and schedules have already been plotted for the dayAs each technician visit deserves the utmost attention, we are rarely able to specifically predict how long each one may takeI sincerely apologize on behalf of DISH Network
During the technician visit that was completed on August 30, 2015, it was determined that the pole was not secure and we relocated the satellite dish to a temporary mount
Although you stated that you experienced technical issues for a week, a review of this account does not reveal any technical issues reported prior to August 23, 2015, at 3:pm MSTA $credit was applied to your account for the inconvenience
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
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 9, *** *** *** ***
*** ** *** ***
*** ** *** Re: Revdex.com
Complaint # ***
*** Dear Mrs***: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com I attempted to reach you at *** *** on August 7, and 9, 2017, and I left three voice messagesI also sent an email to you at ***Although you returned my call, we were unable to speak directly You expressed concern with the security process when calling our customer service line, and with the customer service you receivedYou maintain that you are the account holder and your mother-in-law, Ms*** ***, only provided her credit card account information when the account was establishedYou requested that her name be removed from the account A review of the account reveals that Ms*** *** is the account holder, as her Social Security Number was provided at the time of sale to establish the serviceMr*** *** is listed as the “Bill To” person If you would like to transfer ownership of the account, please call customer service at *** *** with *** *** so that she may authorize the transfer of ownershipIn order to complete this transfer, you or your husband must credit-qualify for the account We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agentsWe regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** ** ** *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 12, Ms*** *** *** ** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com You expressed concern with technical issues you experiencedYou said that when you called for assistance, you were told you would not be transferred to technical support unless you purchased a protection plan for $ My attempts to contact you by phone at *** *** and *** *** on January 10, and 12, 2017, were unsuccessful, but I was able to leave you two messages I was unable to verify your claim; however, I will be happy to assist you with any issues you may be experiencingIf a technician is required, I will waive the cost for the visit as a one-time courtesy Please note that our standard process for assisting with technical issues is to attempt to troubleshoot the problem firstIf we are unsuccessful in resolving the issue, we can schedule a technician to assist youThe cost for a technician visit is $unless you have DISH Protect Silver, and then the fee would only be $DISH Protect Silver is $per month and it provides many additional benefits, such as free shipping and identity theft protection If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, Gabriel R*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 5, 2015/10/02) */
October 1,
*** *** ***
** *** ***
*** ** ***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 23, 2015, we received your complaint, dated September 22, 2015,
filed with the Revdex.com
You said that a satellite dish was installed on your property without your authorizationYou requested to have your roof repaired
When we spoke, I advised you that our records indicate you have a damage claim open with our Corporate Field Resolutions (CFR) TeamYou indicated that the subcontractor who installed the dish had removed the foot plate and caulked the holes but you wanted the shingles replacedI advised you to work with your claim manager and your local subcontractor to bring about a resolution, as the claim is already in process
Please note that DISH Network requires the customer to either have permission or the authority to install our serviceIt is the customer's responsibility to get permission if they do not have the authority to make this decision
At your request, I emailed your claim manager to request that she call you again
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
*** ***
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 31, 2015, we received your complaint, dated August 28, 2015, filed
with the Revdex.com
You said that you experienced technical issues with your internet and television serviceYou state that a technician was sent to your home and was unable to correct the problem after being there for almost two hoursYou feel that you should not be penalized for closing the account prior to the commitment being fulfilled
When we spoke by phone, I informed you that our records reflect that our technician was sent to your home on August 5, 2015, and when he arrived at your home he found that your equipment had been removed and was lying on your steps outside of your home
I offered to restart your account and send a technician to your home to address the technical issuesI told you that if he is unable to resolve the problem, I would release you from the contractsHowever, you declined my offer
I informed you that we consider the early termination fees to be accurate charges, as you didn't give us the opportunity to attempt to resolve the technical issues you maintain you were experiencingI offered to waive the internet early termination fee of $and the service (programming and internet) balance of $122.34, leaving a balance due of $You agreed to my resolutionEnclosed is a copy of your contract agreements
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
Enclosures:
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/08/07) */
July 31,
Mr*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with
the Revdex.com
You maintain that you were offered a $refund which you did not receiveYou requested this refund and to have your early termination fee waived
When we spoke, I advised you that a review of the notes on your account and of your calls, I was unable to locate an offer for a refundPlease note that the $balance to which you referred was correct; as such, no adjustment was warranted
As our records indicate that you already received adjustments to your bill, we are unable to apply more credits to your account or waive your early termination fee
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer for a refund and adjustment to the monthly bill going forward was in a second conversation with an account managerThis part of the conversation was not reviewed by Dish and was disregardedI am owed the $and have discontinued my service with Dish due to their failure to acknowledge what actually happened
Final Business Response /* (4000, 9, 2015/08/25) */
August 24,
Mr*** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On August 20, 2015, we received your complaint, dated August 15, 2015, filed with the Revdex.com
You maintain that you were offered a $refund
I attempted to reach you at (XXX) XXX-XXXX on August 20, and 24, 2015, and I left three voicemails
In my last message I advised you that I reviewed all your calls from July on and found that you requested a refund but one was never offered, as your bill was correct for the service you receivedAs such, we are unable to apply any further adjustments to your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meCan you please tell me how long it will take for the refund to be sent to me?
Sincerely,
*** ***
August 30, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On August 28, 2017, we received your complaint, dated August 27, 2017, filed with the Revdex.com You expressed concern regarding the new user interface on your receiverYou said that you plan on disconnecting your service because your request for an equipment upgrade with no contract and no additional monthly charges was denied When we spoke, I informed you that we are working on a software update to resolve the issues you are experiencingI offered you a free Hopper upgrade with no contract and I agreed to waive the $additional monthly charge for monthsYou said that you will consider my offer and call me back If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
June 20, Ms*** ** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On June 7, 2016, we received your complaint, dated June 4, 2016, filed with the Revdex.com You maintain that you did not authorize a payment of $for DISH Network service for a relative, and you did not authorize a $fee from DISH NetworkYou requested a refund When I spoke with you, I informed you that DISH Network did not auto-collect this paymentSomeone who has access to this DISH Network account manually processed a $payment through our automated telephone system on May 14, As an exception, I submitted a refund for $Please allow three to five business days for the process to be completed 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
Initial Business Response /* (1000, 10, 2015/10/16) */
October 13,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
`XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On October 6, 2015, we received your correspondence, dated October 5, 2015,
filed with the Revdex.com
You stated that when you purchased your DISH Network service from Dish One Satellite, an independent retail service provider, you were promised programming that was not offered by DISH NetworkThis led you to disconnect the service days after installationYou requested that the $balance on your account be resolvedAdditionally, you requested no further contact from DISH Network
To address your concerns, I have resolved the $balance and confirmed that your account has been placed on our internal Do Not Contact list
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
March 16, *** *** *** *** ** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com You maintain that when you moved you requested to add internet service from DISH Network; however, you were advised that the previous tenant did not cancel their internet service and, as a result, DISH Network was unable to provide internet to you at the new locationYou requested that DISH Network cancel your television service without penalty since you were unable to have bundled service at your new residence A review of our records reveals that the prior resident at your address had internet service with CenturyLink but they did not disconnect it prior to moving When we spoke today, I advised you that I contacted CenturyLink and they agreed to cancel the active account at that address in order to allow DISH Network to install new internet service within seven business daysYou declined the offer due to the length of time it would takeYou opted to cancel your DISH Network account insteadI advised you that while DISH Network considers the early termination fee to be valid, I would reduce the fee to $in the interest of customer serviceYou accepted my offer We strive to provide excellent service and we 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 *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 7:am-3:pm MST, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/06/09) */
June 8,
Mr*** ***
*** ***
*** ***, *** ***
Re: Revdex.com Complaint # ***
***
Dear Mr***:
On May 29, 2015, we received your correspondence, dated May 28, 2015, filed with the RevDex.com
You indicated that a DISH Network satellite dish was attached to your residence without your authorizationA previous tenant of another residence allowed this installationYou requested that it be removed and the installation damage be repaired
When we spoke on June 1, 2015, I agreed to forward your concerns to our Corporate Field Resolutions Department for reviewTheir attempts to reach you have been unsuccessfulPlease contact Tyler Bellis from the Corporate Field Resolutions Department at 1-866-946-at your earliest convenience
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
*** ***