February 15, Mr [redacted] * [redacted] *** [redacted] , ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr ***: On February 12, 2016, we received your complaint, dated February 9, 2016, filed with the Revdex.comYou said that you were provided incorrect information during your sales call and that you were due a refund of $When we spoke, you advised me that you had spoken with an agent and that your concerns were addressedAs I explained during our call, a review of your sales call revealed that you were provided correct information Additionally, you were advised of the three-month free premium promotion and the sales agent told you the date that the channels would start chargingWe have no record of any offers to refund payments, but your account has received all adjustments that were promisedIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** Tell us why here
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ June 24, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the Revdex.com My attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX on June 22, 2015, were unsuccessfulAlthough I contacted you via email, you indicated that you would only communicate through the Revdex.com You expressed concern with the early termination fee that was debited from your credit card accountYou maintain that the debit was unauthorized and you were to be on a month-to-month basisYou also said that you disconnected your service because you were dissatisfied with Frontier's internet service and you experienced signal issues with your TV serviceYou requested that the amount of the early termination fee be reduced to $ Your service was activated on March 11, 2015, with a 24-month commitmentAlthough your service was established through Frontier as a bundle with their service, our records show that an email was sent to [redacted] @FRONTIER.COM on March 10, 2015, notifying you of the required term commitment for our service The 24-month agreement that you signed is for DISH Network TV service onlyEnclosed is a copy of the agreement for your review While you maintain that you experienced signal loss with your TV service, our records do not reflect that you contacted us regarding this issueYour service was disconnected on May 25, 2015, as you requested Since your 24-month commitment was not fulfilled, an early termination fee of $was applied to your accountPer your 24-month agreement, DISH Network may debit the credit card account that was initially provided for any early termination, unreturned equipment and/or shipping feesAs a result, a debit of $was applied to your credit card account on June 19, 2015, for the early termination fee We are unable to honor your request to reduce the amount of the early termination fee; however, I made an exception and waived half of the feeI submitted a refund of $to your credit card accountPlease allow seven to ten business days for processingPlease be advised that your account has a remaining balance due of $for services rendered You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will approve of this ONLY if given the chance to make $payments to DISH on the 15th and the last day of the month to begin once complaint has been resolved and my checking account is back in good standing($a month until paid as I only get paid twice a monthIn the event I can pay it off sooner I will) As it stands now my checking account is still $to the negative Also I have NOT received a formal apology from DISH regarding their rude customer service Final Consumer Response / [redacted] (4200, 16, 2015/09/18) */ ***Document Attached [redacted] This case was closed and now DISH seems to think they can rebill me for monies owed when they already have the money (see attached letter of monies owed -$37.40) I received a bill stating that I now owe them the $they already collected from my checking account - again, plus the $= $(again reason why so many complaints filed against DISH network Please have DISH update said records to reflect the CORRECT amount owed before I submit any money to themThey have already jacked up my bank account Final Business Response / [redacted] (4000, 18, 2015/09/29) */ September 21, Ms [redacted] Englewood, OH XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 21, 2015, we received your complaint, dated September 18, 2015, filed with the Revdex.com You expressed concern with the balance of $on your account In my previous letter, I advised you that I waived half of the $early termination feeTherefore, I provided a refund of $to your credit card accountThe refund was completed on June 25, This left your account with a remaining balance of $at that time On July 13, 2015, we received a dispute of $from your financial institution and the funds were returnedWhile the dispute was reversed on July 21, 2015, and the funds were returned to DISH Network, we received a second dispute of $on August 13, 2015, and the funds were once again returned to you Because the amount of $was returned to you twice, $is now owed to DISH NetworkThe balance of $is valid If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
the cancellation of the channels is an ongoing situation with dish -three months of fee reduction does not cover the overcharges included in my dish payment for the months these channels were not available to me
February 14, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 13, 2017, we received your complaint, dated February 10, 2017, filed with the Revdex.com You maintain that a satellite dish was installed on your property without permissionYou stated that when you contacted DISH Network to remove the satellite dish, you were provided with incorrect contact information for the removal I was unable to locate a DISH Network account to confirm if the installation in question was completed by DISH Network directly When I spoke with you by phone on February 13, 2017, you indicated that your concerns were resolved and you did not wish to pursue the complaint further We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnelWe also appreciate your suggestion regarding our installation policies If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ October 27, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 27, 2015, we received your complaint, dated October 26, 2015, filed with the Revdex.com You said that you experienced technical issues and you were advised by DISH Network agents that nothing could be done When we spoke, I scheduled a technician visit for you for October 30, Please note that a review of your technical support call revealed that you were not advised that nothing could be done for this issue; the agent requested that you contact us when the issue was occurring so that we might better diagnose and resolve it If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
June 28, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On June 21, 2017, we received your complaint, dated June 20, 2017, filed with the Revdex.com You said that you experienced technical issues and when you contacted DISH Network you were offered a free technician visit You were then charged for the visit I attempted to reach you at [redacted] on June 26, and 28, 2017, and I left three voicemails I also emailed you at [redacted] In my last message, I advised you that I waived the $technician visit fee applied to your account, leaving a balance of $for service rendered We sincerely regret any confusion or inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
January 7, 2016Mr [redacted] , OH ***Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] :On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com.Your issue is currently under review – you will receive a resolution in to hoursIf there are further questions or concerns about this issue, please feel free to contact me at ( [redacted] .Sincerely, [redacted] ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:am – 3:pm MDT( [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
August 16, Dear Ms [redacted] : On August 10, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com You said that your bank account was debited without authorization causing non-sufficient funds (NSF) fees You requested that DISH Network compensate you for your NSF fees When we spoke, you indicated that you did not wish to hear my response and you terminated our call I attempted to explain that the payments in question were made manually One, in the amount of $on July 20, 2016, was made through your receiver The other two, one for $and another for $10.02, were made through your online account on July 22, I reviewed your calls to DISH Network and I found that your bank verified three payments were presented to them The latter two were declined and the initial payment was honoredHowever, prior to DISH Network being notified your payments were declined, you requested a refund of $on August 3, 2016, and it was processed on August 9, Your other two payments were declined by your bank and removed from your account on August 9, 2016, as well As all payments in question were made manually, and are therefore authorized, we are unable to honor your request for compensation If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ July 7, [redacted] , [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 1, 2015, we received your complaint, dated June 28, 2015, filed with the Revdex.com You indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due without your service being interruptedYour account was established under the Flex lease promotionThis is a Pay-In-Advance (PIA) lease promotion that requires full payment before service are renderedAccounts are established based on credit qualification and you qualified for a PIA accountWe regret that you do not agree with our policy and proceduresPlease note, if payment is not made on the due date, service will be interruptedPIA accounts are not eligible for payment arrangementsI apologize for the information you received and applied a one-time $courtesy credit to your account You mentioned that the correct equipment was not installedA review of your sales call reveals that you were not informed that you did not qualify for a free Hopper system and you were quoted the prices that included the Hopper systemHowever, you only qualified only for a PIA account, which included the use of a leased standard-definition receiver with extra charges for additional receivers or upgrades that are due in advanceThe sales agent did not advise you of this either Because of the information you received during this initial sales call, I released you from your 24-month agreementAlthough you are no longer obligated to DISH Network, you may continue your service with no commitment I apologize on behalf of DISH Network for the information you received If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all they missed the point of my entire complaintGrateful for the $credit until I got my bill this morning and they actually charged me $instead of crediting my accountThey also now have changed my bill date to days earlierIt's just total incompetency Final Business Response / [redacted] (4000, 9, 2015/07/27) */ July 22, Ms [redacted] , [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 21, 2015, we received your complaint, dated July 15, 2015, filed with the Revdex.com In your initial complaint, you indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due to prevent service interruptionyet the service was interrupted As previously advised, this is a Pay-In-Advance (PIA) account and it requires full payment before service is renderedPIA accounts are not eligible for payment arrangementsI apologized for the information you received You stated that the $credit that was provided appeared as a charge rather than a creditThis was an error that was corrected during a phone call on July 15, This correction will be reflected on your next billing statementI sincerely apologize for this oversight In addition, you said that your due date has been changed and your payment is now due five days earlierDISH Network has made a business decision to change to billing due dates by five days for post-pay accountSince this is a PIA account, the change does not currently affect youYour payment is still due on the 26th of the monthPlease note that if payment is not made on the due date, your service will be interrupted If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI called [redacted] with Dish on 2/5/and requested that Dish terminate my service as they agreed to, sometime during the week of 2/8/ Sincerely, [redacted]
February 16, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com You expressed concern with the satellite dishes that were installed at your condominium buildingYou suggested that DISH Network send a technician to remove the dishes and brackets When DISH Network customers agree to the installation of DISH Network equipment, it does not include the removal of the equipment at the end of our business relationshipAs the previous account holders requested and accepted the DISH Network installation, they must request the removal of the satellite dish from your roof When I spoke with you by phone today, I advised you that we are unable to honor your request If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
December 21, Mr [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your accountYou indicated that you canceled because you experienced weather-related technical issues, and you requested that the fee be reduced or waived Your DISH Network service was activated on March 21, 2017, with a 24-month commitment While heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service, the service will return after the weather condition has passedOur records do not reflect that you contacted us regarding any technical issues with your service When you contacted us to cancel your service on October 9, 2017, you indicated that you went with a different provider to receive bundled servicesYour service was disconnected as you requestedSince your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged a $equipment return fee, bringing your total balance to $ Our records show that you spoke with MrLuke C [redacted] from our Executive Escalations Team on December 16, As a courtesy he applied a credit of $to your account, reducing your balance to $You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at ( [redacted] Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 3, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 1, 2016, we received your correspondence, dated February 28, 2016, filed with the Revdex.com You stated that you received a $credit from DISH Network on your monthly billThis credit was provided as a courtesy and ended on your December billYour bundled Frontier bill reflected the increased DISH Network chargesYou contacted DISH Network and your credit was extended an additional four months; however, the new credit is not currently being reflected on your Frontier billYou expressed concern with the delay and you requested an additional credit In our March 1, 2016, email correspondence, I offered to apply an additional $credit to your accountYour accepted this resolution Please note that DISH Network transfers the monthly charges for your TV service to Frontier on the second of every month If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
(The consumer indicated he/she DID NOT accept the response from the business.) Dish Network has done nothing to resolve this issueThe company violated the contract by not providing me with the service That I was being charged forI went above and beyond what was required of me by contacting the support department and twice arranging to have their support technicians meet me at my house to fox the problem Dish Network was unable to uphold their obligation and twice failed to show for scheduled appointmentsI my self own a local business and when you have scheduled appointments and you fail to keep them or you fail to provide the service you are responsible for providing, you have violated a moral and contractual requirements to your clientFinally I sat home for the required agreed upon time frames not once but twice while dish Network failed to service my equipmentI paid every penny of bill that was due because I used the serviceHow ever the for mentioned amount is not my responsbilty I should not be held responsible for a early termination fee that was the direct result of dish networks breach of service
Complaint: [redacted] I am rejecting this response because: As I stated before I was told that I would receive months of credits because I was without service for four months not twoI was told that the conversion was recorded I have asked to hear the recording and dish has refused I know I clearly stated that I was without service for four months and the rep said she would credit me four months but that it had to be broken up into payments because only so much credit could be given on an account at a time so she would do two payments and that I should call back and final two would be givenThe last two were never givenI paid for services I did not receive and I want the money I am dueLike I stated not only do I not owe the Charged to my card I am still owed over for the difference in the credit still doThank Sincerely, [redacted]
Dear Ms***: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.comYou disagree with my previous responseYou requested that DISH Network reimburse you for the reconnection to another TV provider and you said you do not know the costYou also indicated that you were told by a DISH Network agent to send in a copy of your billAs explained, while we regret the inconvenience you may have experienced, we are unable to honor your request to reimburse you for having another TV provider installed We have no record of the offer you describedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
January 19, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 11, 2018, we received your correspondence, dated January 10, 2018, filed with the Revdex.com There was no written concern listed on your correspondence or attachments for review When we spoke today, you disputed the early termination feeYou said that you ordered a bundle service for TV and intermentHowever, the internet service was not installed, so you decided to cancel the TV service I explained that while we offer a bundle billing option for TV and internet, these services carry separate 24-monht commitments Because you chose to cancel the services, you were billed $and $for the dishNET internet and Digital Home Advantage (DHA) TV early termination fees, respectively Our records reveal that the early termination fee for the internet service was removed from your account on December 14, I made an exception and removed the DHA TV early termination fee as well When you enrolled in Credit Card AutoPay, you authorized DISH Network to collect the full balance due every monthThe payment of $was collected on December 29, We received a payment dispute from your bank on January 8, 2018, and the funds were returnedHowever, on January 15, 2018, your bank returned the funds to DISH NetworkAs a result, I submitted a refund of $Please allow five business days for processingThis is for the DHA TV early termination fee and two $equipment return feesPlease note that the $is for service rendered 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 (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 31, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 31, 2016, we received your complaint, dated March 30, 2016, filed with the Revdex.com You said that you were lied to when you ordered the internet serviceYou said that you were told that our internet was fast, that it would not affect your phone service, and that you would be able to use it for your online coursesYou requested that we release you from the internet agreement When we spoke by phone today, I advised you that I reviewed the recording of your sales call and found that our agent explained the service correctlyHowever, in the interest of customer service, I agreed to release you from your contractYou agreed to call me when you are ready to disconnect your internet service If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted]
June 30, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On June 29, 2017, we received your rebuttal, dated June 23, 2017, filed with the Revdex.com You expressed concern regarding not receiving a refund of $ A review of your account reveals that Ms [redacted] did submit a refund for the $paymentHowever, our refunds department disapproved the refund as the funds were returned to the account they were debited from on March 6, 2017, through a payment dispute we received If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
December 19, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 11, 2017, we received your correspondence, dated December 8, 2017, filed with the Revdex.com You said that a satellite dish was installed in error and it has caused damage to your roofYou requested that the damage be repaired When we spoke on December 15, 2017, you confirmed that you spoke with MsRhonda R [redacted] from the DISH Network Corporate Field Resolutions Team, and you are waiting for her to follow up We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
February 15, Mr [redacted] * [redacted] *** [redacted] , ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr ***: On February 12, 2016, we received your complaint, dated February 9, 2016, filed with the Revdex.comYou said that you were provided incorrect information during your sales call and that you were due a refund of $When we spoke, you advised me that you had spoken with an agent and that your concerns were addressedAs I explained during our call, a review of your sales call revealed that you were provided correct information Additionally, you were advised of the three-month free premium promotion and the sales agent told you the date that the channels would start chargingWe have no record of any offers to refund payments, but your account has received all adjustments that were promisedIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** Tell us why here
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ June 24, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the Revdex.com My attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX on June 22, 2015, were unsuccessfulAlthough I contacted you via email, you indicated that you would only communicate through the Revdex.com You expressed concern with the early termination fee that was debited from your credit card accountYou maintain that the debit was unauthorized and you were to be on a month-to-month basisYou also said that you disconnected your service because you were dissatisfied with Frontier's internet service and you experienced signal issues with your TV serviceYou requested that the amount of the early termination fee be reduced to $ Your service was activated on March 11, 2015, with a 24-month commitmentAlthough your service was established through Frontier as a bundle with their service, our records show that an email was sent to [redacted] @FRONTIER.COM on March 10, 2015, notifying you of the required term commitment for our service The 24-month agreement that you signed is for DISH Network TV service onlyEnclosed is a copy of the agreement for your review While you maintain that you experienced signal loss with your TV service, our records do not reflect that you contacted us regarding this issueYour service was disconnected on May 25, 2015, as you requested Since your 24-month commitment was not fulfilled, an early termination fee of $was applied to your accountPer your 24-month agreement, DISH Network may debit the credit card account that was initially provided for any early termination, unreturned equipment and/or shipping feesAs a result, a debit of $was applied to your credit card account on June 19, 2015, for the early termination fee We are unable to honor your request to reduce the amount of the early termination fee; however, I made an exception and waived half of the feeI submitted a refund of $to your credit card accountPlease allow seven to ten business days for processingPlease be advised that your account has a remaining balance due of $for services rendered You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will approve of this ONLY if given the chance to make $payments to DISH on the 15th and the last day of the month to begin once complaint has been resolved and my checking account is back in good standing($a month until paid as I only get paid twice a monthIn the event I can pay it off sooner I will) As it stands now my checking account is still $to the negative Also I have NOT received a formal apology from DISH regarding their rude customer service Final Consumer Response / [redacted] (4200, 16, 2015/09/18) */ ***Document Attached [redacted] This case was closed and now DISH seems to think they can rebill me for monies owed when they already have the money (see attached letter of monies owed -$37.40) I received a bill stating that I now owe them the $they already collected from my checking account - again, plus the $= $(again reason why so many complaints filed against DISH network Please have DISH update said records to reflect the CORRECT amount owed before I submit any money to themThey have already jacked up my bank account Final Business Response / [redacted] (4000, 18, 2015/09/29) */ September 21, Ms [redacted] Englewood, OH XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 21, 2015, we received your complaint, dated September 18, 2015, filed with the Revdex.com You expressed concern with the balance of $on your account In my previous letter, I advised you that I waived half of the $early termination feeTherefore, I provided a refund of $to your credit card accountThe refund was completed on June 25, This left your account with a remaining balance of $at that time On July 13, 2015, we received a dispute of $from your financial institution and the funds were returnedWhile the dispute was reversed on July 21, 2015, and the funds were returned to DISH Network, we received a second dispute of $on August 13, 2015, and the funds were once again returned to you Because the amount of $was returned to you twice, $is now owed to DISH NetworkThe balance of $is valid If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
the cancellation of the channels is an ongoing situation with dish -three months of fee reduction does not cover the overcharges included in my dish payment for the months these channels were not available to me
February 14, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 13, 2017, we received your complaint, dated February 10, 2017, filed with the Revdex.com You maintain that a satellite dish was installed on your property without permissionYou stated that when you contacted DISH Network to remove the satellite dish, you were provided with incorrect contact information for the removal I was unable to locate a DISH Network account to confirm if the installation in question was completed by DISH Network directly When I spoke with you by phone on February 13, 2017, you indicated that your concerns were resolved and you did not wish to pursue the complaint further We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnelWe also appreciate your suggestion regarding our installation policies If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ October 27, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 27, 2015, we received your complaint, dated October 26, 2015, filed with the Revdex.com You said that you experienced technical issues and you were advised by DISH Network agents that nothing could be done When we spoke, I scheduled a technician visit for you for October 30, Please note that a review of your technical support call revealed that you were not advised that nothing could be done for this issue; the agent requested that you contact us when the issue was occurring so that we might better diagnose and resolve it If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
June 28, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On June 21, 2017, we received your complaint, dated June 20, 2017, filed with the Revdex.com You said that you experienced technical issues and when you contacted DISH Network you were offered a free technician visit You were then charged for the visit I attempted to reach you at [redacted] on June 26, and 28, 2017, and I left three voicemails I also emailed you at [redacted] In my last message, I advised you that I waived the $technician visit fee applied to your account, leaving a balance of $for service rendered We sincerely regret any confusion or inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
January 7, 2016Mr [redacted] , OH ***Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] :On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com.Your issue is currently under review – you will receive a resolution in to hoursIf there are further questions or concerns about this issue, please feel free to contact me at ( [redacted] .Sincerely, [redacted] ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:am – 3:pm MDT( [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
August 16, Dear Ms [redacted] : On August 10, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com You said that your bank account was debited without authorization causing non-sufficient funds (NSF) fees You requested that DISH Network compensate you for your NSF fees When we spoke, you indicated that you did not wish to hear my response and you terminated our call I attempted to explain that the payments in question were made manually One, in the amount of $on July 20, 2016, was made through your receiver The other two, one for $and another for $10.02, were made through your online account on July 22, I reviewed your calls to DISH Network and I found that your bank verified three payments were presented to them The latter two were declined and the initial payment was honoredHowever, prior to DISH Network being notified your payments were declined, you requested a refund of $on August 3, 2016, and it was processed on August 9, Your other two payments were declined by your bank and removed from your account on August 9, 2016, as well As all payments in question were made manually, and are therefore authorized, we are unable to honor your request for compensation If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ July 7, [redacted] , [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 1, 2015, we received your complaint, dated June 28, 2015, filed with the Revdex.com You indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due without your service being interruptedYour account was established under the Flex lease promotionThis is a Pay-In-Advance (PIA) lease promotion that requires full payment before service are renderedAccounts are established based on credit qualification and you qualified for a PIA accountWe regret that you do not agree with our policy and proceduresPlease note, if payment is not made on the due date, service will be interruptedPIA accounts are not eligible for payment arrangementsI apologize for the information you received and applied a one-time $courtesy credit to your account You mentioned that the correct equipment was not installedA review of your sales call reveals that you were not informed that you did not qualify for a free Hopper system and you were quoted the prices that included the Hopper systemHowever, you only qualified only for a PIA account, which included the use of a leased standard-definition receiver with extra charges for additional receivers or upgrades that are due in advanceThe sales agent did not advise you of this either Because of the information you received during this initial sales call, I released you from your 24-month agreementAlthough you are no longer obligated to DISH Network, you may continue your service with no commitment I apologize on behalf of DISH Network for the information you received If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all they missed the point of my entire complaintGrateful for the $credit until I got my bill this morning and they actually charged me $instead of crediting my accountThey also now have changed my bill date to days earlierIt's just total incompetency Final Business Response / [redacted] (4000, 9, 2015/07/27) */ July 22, Ms [redacted] , [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 21, 2015, we received your complaint, dated July 15, 2015, filed with the Revdex.com In your initial complaint, you indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due to prevent service interruptionyet the service was interrupted As previously advised, this is a Pay-In-Advance (PIA) account and it requires full payment before service is renderedPIA accounts are not eligible for payment arrangementsI apologized for the information you received You stated that the $credit that was provided appeared as a charge rather than a creditThis was an error that was corrected during a phone call on July 15, This correction will be reflected on your next billing statementI sincerely apologize for this oversight In addition, you said that your due date has been changed and your payment is now due five days earlierDISH Network has made a business decision to change to billing due dates by five days for post-pay accountSince this is a PIA account, the change does not currently affect youYour payment is still due on the 26th of the monthPlease note that if payment is not made on the due date, your service will be interrupted If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] 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 [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI called [redacted] with Dish on 2/5/and requested that Dish terminate my service as they agreed to, sometime during the week of 2/8/ Sincerely, [redacted]
February 16, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com You expressed concern with the satellite dishes that were installed at your condominium buildingYou suggested that DISH Network send a technician to remove the dishes and brackets When DISH Network customers agree to the installation of DISH Network equipment, it does not include the removal of the equipment at the end of our business relationshipAs the previous account holders requested and accepted the DISH Network installation, they must request the removal of the satellite dish from your roof When I spoke with you by phone today, I advised you that we are unable to honor your request If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
December 21, Mr [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your accountYou indicated that you canceled because you experienced weather-related technical issues, and you requested that the fee be reduced or waived Your DISH Network service was activated on March 21, 2017, with a 24-month commitment While heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service, the service will return after the weather condition has passedOur records do not reflect that you contacted us regarding any technical issues with your service When you contacted us to cancel your service on October 9, 2017, you indicated that you went with a different provider to receive bundled servicesYour service was disconnected as you requestedSince your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged a $equipment return fee, bringing your total balance to $ Our records show that you spoke with MrLuke C [redacted] from our Executive Escalations Team on December 16, As a courtesy he applied a credit of $to your account, reducing your balance to $You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at ( [redacted] Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 3, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 1, 2016, we received your correspondence, dated February 28, 2016, filed with the Revdex.com You stated that you received a $credit from DISH Network on your monthly billThis credit was provided as a courtesy and ended on your December billYour bundled Frontier bill reflected the increased DISH Network chargesYou contacted DISH Network and your credit was extended an additional four months; however, the new credit is not currently being reflected on your Frontier billYou expressed concern with the delay and you requested an additional credit In our March 1, 2016, email correspondence, I offered to apply an additional $credit to your accountYour accepted this resolution Please note that DISH Network transfers the monthly charges for your TV service to Frontier on the second of every month If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
(The consumer indicated he/she DID NOT accept the response from the business.) Dish Network has done nothing to resolve this issueThe company violated the contract by not providing me with the service That I was being charged forI went above and beyond what was required of me by contacting the support department and twice arranging to have their support technicians meet me at my house to fox the problem Dish Network was unable to uphold their obligation and twice failed to show for scheduled appointmentsI my self own a local business and when you have scheduled appointments and you fail to keep them or you fail to provide the service you are responsible for providing, you have violated a moral and contractual requirements to your clientFinally I sat home for the required agreed upon time frames not once but twice while dish Network failed to service my equipmentI paid every penny of bill that was due because I used the serviceHow ever the for mentioned amount is not my responsbilty I should not be held responsible for a early termination fee that was the direct result of dish networks breach of service
Complaint: [redacted] I am rejecting this response because: As I stated before I was told that I would receive months of credits because I was without service for four months not twoI was told that the conversion was recorded I have asked to hear the recording and dish has refused I know I clearly stated that I was without service for four months and the rep said she would credit me four months but that it had to be broken up into payments because only so much credit could be given on an account at a time so she would do two payments and that I should call back and final two would be givenThe last two were never givenI paid for services I did not receive and I want the money I am dueLike I stated not only do I not owe the Charged to my card I am still owed over for the difference in the credit still doThank Sincerely, [redacted]
Dear Ms***: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.comYou disagree with my previous responseYou requested that DISH Network reimburse you for the reconnection to another TV provider and you said you do not know the costYou also indicated that you were told by a DISH Network agent to send in a copy of your billAs explained, while we regret the inconvenience you may have experienced, we are unable to honor your request to reimburse you for having another TV provider installed We have no record of the offer you describedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
January 19, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 11, 2018, we received your correspondence, dated January 10, 2018, filed with the Revdex.com There was no written concern listed on your correspondence or attachments for review When we spoke today, you disputed the early termination feeYou said that you ordered a bundle service for TV and intermentHowever, the internet service was not installed, so you decided to cancel the TV service I explained that while we offer a bundle billing option for TV and internet, these services carry separate 24-monht commitments Because you chose to cancel the services, you were billed $and $for the dishNET internet and Digital Home Advantage (DHA) TV early termination fees, respectively Our records reveal that the early termination fee for the internet service was removed from your account on December 14, I made an exception and removed the DHA TV early termination fee as well When you enrolled in Credit Card AutoPay, you authorized DISH Network to collect the full balance due every monthThe payment of $was collected on December 29, We received a payment dispute from your bank on January 8, 2018, and the funds were returnedHowever, on January 15, 2018, your bank returned the funds to DISH NetworkAs a result, I submitted a refund of $Please allow five business days for processingThis is for the DHA TV early termination fee and two $equipment return feesPlease note that the $is for service rendered 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 (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 31, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 31, 2016, we received your complaint, dated March 30, 2016, filed with the Revdex.com You said that you were lied to when you ordered the internet serviceYou said that you were told that our internet was fast, that it would not affect your phone service, and that you would be able to use it for your online coursesYou requested that we release you from the internet agreement When we spoke by phone today, I advised you that I reviewed the recording of your sales call and found that our agent explained the service correctlyHowever, in the interest of customer service, I agreed to release you from your contractYou agreed to call me when you are ready to disconnect your internet service If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted]
June 30, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On June 29, 2017, we received your rebuttal, dated June 23, 2017, filed with the Revdex.com You expressed concern regarding not receiving a refund of $ A review of your account reveals that Ms [redacted] did submit a refund for the $paymentHowever, our refunds department disapproved the refund as the funds were returned to the account they were debited from on March 6, 2017, through a payment dispute we received If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
December 19, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 11, 2017, we received your correspondence, dated December 8, 2017, filed with the Revdex.com You said that a satellite dish was installed in error and it has caused damage to your roofYou requested that the damage be repaired When we spoke on December 15, 2017, you confirmed that you spoke with MsRhonda R [redacted] from the DISH Network Corporate Field Resolutions Team, and you are waiting for her to follow up We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***