ComplaintsforDISH Network, LLC

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Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dish was paid 2 times for payments thy routed thru a different pament option because there system was down then they sayed they never got it so I payed again . Then refused to admite they took both payments and got me for the 2nd ****** I couldent top payment on last check and now they took ****** all together for an error they caused
Business response
06/26/2024
June 22, 2024

*******************************
*************************************************************************

Re:          BBB Complaint #********
                *************

Dear ****************:

On June 19, 2024, we received your complaint, dated June 18,2024, filed with the Better Business Bureau.

You said DISH Network received two payments from you through different payment methods because you were informed the initial payment was not received. You stated DISH Network refused to acknowledge the double payment took of $462.00 from you. You requested a billing adjustment.

My attempts to contact you at ************** on June 19 and 22, 2024, were unsuccessful, but I left a message each time. I also sent an email to ********************** with a request that you contact me.

I was unable to locate an account with the information you provided. Please contact me at ************** or ********************* with your account number, so I can look into this further.

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

                *****************************
Initial Complaint
06/17/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted DISH to get a new ***. I received and sent the broken one back on 5/23/24. On 5/29, I turned on my TV only to see that my account was suspended. I was confused as I had already paid my bill for **** so I checked my Dish account. I had a charge for $666. I contacted customer service to see what the charge was. **************** said the charge was due to the two ***s I hadnt sent back to them. I replied that I dont have two ***s, I never had two ***s. If you look at my account, the contract is for ONE ***. Secondly, I have the shipping receipt for the one *** I had. So, basically, I was charged for the *** that I had (and returned), and some phantom *** that I never had. **************** looks in the system, sees that they did receive the ***, but it would take 10 days for the return to be processed. Once he removed the two $300 charges, there was still a balance of $66.27 tax which would not be removed until the return was processed. **************** said if I paid the $66.27 that day, my service would be restored immediately and it would be credited to my next bill, so I went ahead and paid it.6/10 I found the mistake was not corrected. I contacted customer service for the second time. They asked about the second *** and if I returned it. I replied, please look at my account. It is a plan for one ***, not two. **************** acknowledged the mistake, reversed the charge, and reapplied the tax as a credit to my bill.Rinse and repeat on 6/15, 6/16, and 6/17.
Business response
07/11/2024
July 9, 2024

*********************************
*****************************************************

Re:          BBB Complaint #********
                **************** - *************

Dear ********************:

On June 17, 2024, we received your complaint, dated June 17, 2024, filed with the Better Business Bureau.

You stated your DVR receiver failed and you requested a replacement be shipped to you. After receiving the new DVR receiver and returning the faulty one, you were charged a $300.00 unreturned equipment fee. After having the charge removed, it reappeared. You requested this charge be permanently removed from your account, as you returned the equipment in question.

When we spoke today, I informed you that a system issue occurred, that has since been resolved and the fee reversed. As a customer service gesture, a one-time credit of $40.00 was applied to your account due to this inconvenience. You accepted this resolution.

Sincerely,

***********************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:          ****** / ******* Better Business Bureau
                ********************, #***
                ******, CO 80210

                *****************************
Customer response
07/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
06/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I switched to dish from direct tv because it was going to save me money. I was told it would be ****** monthly. The first issue was they disconnected my internet and could never get it going. I had to purchase a new router and went without internet for two weeks. The person who installed the dvrs said he was unable to connect them via cable so I would need special hoppers but he would include them at no cost since they were unable to set things up the traditional way. I found out later I was being charged an additional ten dollars per each ****** (3) later. My bill has continued to go up and I am now paying $370 a month. They have added packages like the sports packages which I never wanted. I dont watch sports. I switched over to save money and am now paying double what I was paying my previous provider. I have a myriad of health issues and have clinical depression. This has been one more thing for me to deal with and has added a lot of unnecessary stress and pressure that I have a tough time handling. Everytime I call they give me the run around and my bill stays the same. Its hard for me to wait on hold and speak with people due to my health. Im looking to be refunded for my overpayments and want my bill to be what was originally promised or i would like to leave. Any help would be greatly appreciated
Business response
07/02/2024
June 28, 2024

***************************
5173 W. Emmeline Dr.
********, UT 84096

Re:          BBB Complaint #********
                **************** - *************

Dear ******************:

On June 17, 2024, we received your complaint, dated June 16,2024, filed with the Better Business Bureau.

You said you switched to DISH Network from DIRECTV expecting to save money, and you were told your monthly rate would be $138.00. You said you then faced numerous issues including your internet being disconnected,causing you to be without service for two weeks until you bought a new router.The technician also promised free special ****** devices, but charged you $10.00 each later. Now, your bill is $370.00 with unwanted sports packages. This unexpected expense has doubled your previous bill, causing stress and exacerbating health issues. Despite repeated calls, your bill remains unchanged. You seek refunds for overpayments and a return to the originally promised rate or the option to cancel your service.

Our records show your first bill generated on November 4,2023, for $142.80, but no payment was made. On December 4, 2023, your second bill generated, which included a $12.00 late fee, for $302.91. On December 18,2023, a payment was made for $200.00, which left a remaining balance of $102.91. On January 4, 2024, your new bill generated for $263.02, which included another $12.00 late fee. On January 13, 2024, a payment was made for $86.92, leaving a remaining balance of $176.10. On February 4, 2024, your new bill generated for $336.21, which included another $12.00 late fee. On February 16, 2024, a payment of $180.00 was made, leaving a remaining balance of $156.21. This pattern continued up until the time you placed your complaint on June 16, 2024. You incurred late fees due to partial bills being paid, which caused your bill to be higher than promised. Additionally, on April 4, 2024, you received your last promotional credit of $11.99 for **** Protect, resulting in subsequent bills being $11.99 more, which is outlined on your billing statements as well as your billing page online.

When we spoke on the phone on June 20, 2024, you informed me that you were never shown a clear amount due, and were confused as to why your bill was consistently higher each month despite making payments. I informed you that your normal monthly bill should be roughly $148.59 + $11.99 should you choose to keep the **** Protect. You said you would like to keep the service and accepted the higher monthly rate. Your son, who was also on the phone with us, suggested to add AutoPay to your account to avoid further late fees, and you agreed. I waived your late fees as a one-time courtesy ($72.00), and a $5.00 discount was added for enrolling into eAutoPay. You thanked me for the credits and assistance, and let me know you had no further issues.

We apologize for any inconvenience this may have caused.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *******************, #***
                ******,CO 80210
Initial Complaint
06/14/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Our ****** to the one tv we currently have hooked up quit working about 4 or 5 weeks ago. We called the company to tell them it wasnt working and that since our house is in a remodel we wanted to put a stop on service for a few months. We gave them our account number on our monthly billing, which we have had service on for over 10 years and paid by due date every time. We were told there hasnt been any activity on that account for ten years. I have been on the phone with them three or four times, with them telling me each time, that it will be resolved in three to five days. I asked them to cancel our service because of the issue and they say they cant because we have no account. The last time I called I told the gal that I better not receive a bill for satellite service that is not working. The gal said she would make note that we didnt want to continue service and then email me when the issue was resolved in 3 to 5 days. I still have not received an email.
Business response
06/26/2024
June 19, 2024

***********************
************************************************************

Re:          BBB Complaint #********
                **************** - *************

Dear ************:

On June 17, 2024, we received your complaint, dated June 14,2024, filed with the Better Business Bureau.

You said your ****** receiver stopped working weeks ago. You called into customer service to report this and place your account on DISH Pause, but we were unable to locate your account. You requested your service be disconnected; but, this also could not be done, as there is no account to disconnect. You requested your service be disconnected and to receive a credit for your last payment to cover half of May and June 2024.

When we spoke, I offered a technician visit to address the broken ****** and an account credit of $169.88, but you declined and requested to disconnect your service.

I disconnected your service today, June 19, 2024. You will not owe a balance and the equipment on your account does not need to be returned. Your request for an additional credit/refund is declined.

I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

                *****************************
Customer response
06/29/2024

Complaint: 21852902

I am rejecting this response because: There was no discussion about a technician coming to address the ****** issues as there was no need to repair it when I no longer wanted the service. There is still the issue of the account balance for the month of June in the amount of $169.88 which should be reimbursed as we started the process of trying to stop services on 5/29/2024 and had no service for the entire mont of June. There was no discussion about reimbursement. We have also received another bill in the mail that is payment due 07/02/2024.

Sincerely,

*******************
Business response
07/03/2024
July 2, 2024

***********************
******************************************************************

Re:          BBB Complaint #********
                **************** - *************

Dear ************:

On July 2, 2024, we received your rebuttal, dated July 2,2024, filed with the Better Business Bureau.

You rejected my response, as there is still the $169.88 balance for June 2024, which you indicated should be reimbursed as you first tried to cancel your service May 29, 2024. You also expressed concern that I offered you a technician visit even though you no longer want the service. In addition,you said that you received another bill in the mail with payment due July 2,2024.

I informed you previously that you would not owe a balance. As a courtesy, I submitted a refund of $100.00 on July 2, 2024, to cover service from June 1 to the date the account was disconnected, June 19, 2024. Please allow ***** business days for processing and delivery.

When we spoke on June 19, 2024, you advised me you were having issues with your ****** receiver, which is why I offered a technician visit.

Please disregard the latest bill, as it generated before I applied the credits to your account.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *******************, #***
                ******,CO 80210

                *****************************

Customer response
07/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
06/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 28th 2024 I started a contract with dish network for my father who I have power of attorney for because he is 92. The customer rep. told me I would be eligible for a $300.00 gift card after I made my first payment. I put my name on the new account so I would be able to pay his account, with his same address listed. I submitted his old statements from direct tv as required which showed his DTV line of service as required. ******* emailed me the enclosed e mail and said I did not meet the criteria.In the email it says either full name or address must match. The addresses are the same, the name is different because of power of attorney but the email says either have called six times only to have them reject me with no cause. Now they say I should upload my legal power of attorney which my lawyer told me not to do. The addresses are the same and should be the end of this. This offer is only good for two more weeks.I think they are stalling so they don't have to send me my gift card which my father could really use after direct tv really ripped him off. Thank you *************************** .
Business response
06/19/2024
June 14, 2024

*******************************
****************************************
********, PA 15203

Re:          BBB Complaint #********
                **************** - *************

Dear ******************:

On June 14, 2024, we received your complaint, dated June 13,2024, filed with the Better Business Bureau.

You stated that on March 28, 2024, you started services in your name for your father. You were informed he would qualify for a $300.00 gift card, as he switched from DIRECTV. You mentioned that you submitted his DIRECTV bill, which showed the line of service; however, you received an email advising you it did not meet the criteria. You indicated that the bill had the same address of that on the account.

Customers who switched from DIRECTV prior to April 10, 2024,were eligible to receive a gift card as long as they met the below requirements:

Submit a DIRECTV bill within 90 days of DISH installation
Bill must not be older than 6 months from date of activation of DISH services
Full Name or address must match
Bill must include satellite TV line of service

Our records indicate that the first bill uploaded did not include the address and only showed the line of business and your fathers name, which is why it did not meet the requirements.

As the screenshot included in your complaint has a DIRECTV bill that includes both the address and the line of service, the $300.00 gift card offer will be fulfilled. Please allow six to eight weeks for processing and delivery.

We regret any inconvenience you may have experienced.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *******************, #***
                ******,CO 80210

                **************************;
Customer response
06/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
06/13/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dish installer installed dish to close to tree, now the tree grew to where it is interfering with reception. They want $150.00 to move dish. They sould have known where to put dish,I should not have to pay for their mistake.I am on social security and can not afford this. So I told them I would have to cancel service,they told me I would be charged $400.00 for canceling contract early .I am stuck between a rock and a hard spot.
Business response
07/02/2024
**** 27, 2024

Mr. ***********************
1990 ***********************.
*********, IA 52761

Re:          BBB Complaint #********
                **************** - *************

Dear ******************:

On **** 14, 2024, we received your complaint, dated **** 13,2024, filed with the Better Business Bureau.

You said that when you began service, your satellite dish was set up near a tree, which has now grown in and interferes with your reception.When you reported this, you were told that you would be charged $150.00 to move the dish. You refused and requested to have your services canceled, but you were told you would be charged a $400.00 early termination fee. You would like your service repaired.

When we spoke on the phone on **** 20, 2024, I apologized for the poor customer service you experienced. I informed you that in the interest of customer service, I would waive the fee to move your satellite dish and offered to set up a technician visit at your earliest convenience. You accepted this resolution and we scheduled the technician visit for **** 21,2024.

We apologize for any inconvenience this may have caused.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

              *********************
Initial Complaint
06/12/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
******* put us on a hold for two months, when we were trying Roku,to save money. We started this in May the 20th *****. Now they are saying that the hold we were in, started in February. They are trying to say we owe them $263. This will affect our credit. They lied to collect money that we do not owe. I am a disabled veteran. This is also effecting my PTSD.
Business response
07/03/2024
July 2, 2024

***************************
*************************************************

Re:          BBB Complaint #********
*************

Dear ************:

On June 13, 2024, we received your complaint, dated June 12,2024, filed with the Better Business Bureau.

You stated that your account was placed on a two-month hold on May 20, 2024, so you could try a streaming service. You received a bill for $263.00 and were told that the hold was initiated in February 2024. You requested a billing adjustment.

Our records indicate that *********************** called in on February 20, 2024, and placed the account on a three-month DISH Pause at that time. A review of the call revealed that **************** called in to cancel the account,but due to the circumstances, opted for DISH Pause instead. Per DISH Network policy, DISH Pause was automatically removed when the three-month period ended on May 20, 2024. There is no record of any phone call on or around May 20, 2024.

A review of the account shows that the $263.72 billing statement generated after DISH Pause was removed and covered services from May 20, 2024, to July 4, 2024. An offer to discount the monthly rate was accepted on June 7, 2024, reducing the current balance to $193.42.

The billing on the account is accurate and no billing adjustment is warranted.

Sincerely,

*************************
Corporate Case Manager
Executive Escalations Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *************************************
                ******,CO 80210

                *********************
Initial Complaint
06/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was offered a promotion for. Signing up with dish for a300gift card once i completed all necessary step which I had done . I was emailed several time not validating the necessary information . I spoke to a rep who informed me I needed to show a previous bill fro direct from nov or Dec which I did. I received another email stating they couldnt read the address or acct clearly so I sent it again which was regectted I called again and spoke to rep who stayed on the phone with me to make sure it was done correct. And he validated all of my information and stated I should have no more problem. I called today to check on status of my gift card and was told by first rep I have to wait until end of month for them to mail it out. I requested to speak to someone higher up and was transferred only to be asked again about my validating and I told her I wanted to speak to her regarding expeditingthe card and the other rep was going to send it end of month now she telling me to go to my acct to request card which is not possible and I m tired of being pass around and getting no where. They are the gift card redemption center and dish service have poor communication I would like to really speak to corporate office and let them know exactly how I feel and was question repeatedly by the resolution rep.badge #4YA instead of being handled at her level
Business response
07/09/2024
July 8, 2024

***********************************
1916 ********* Blvd.
*****************

Re:          BBB Complaint #********
                **************** - *************

Dear **********************:

On June 13, 2024, we received your complaint, dated June 12,2024, filed with the Better Business Bureau.

You said that although you completed all the necessary steps, you have not received the $300.00 gift card for transferring from DIRECTV to DISH Network. You requested to be contacted by a representative about this.

I attempted to contact you at the phone number and email address we have on file on July 5 and 8, 2024, but I did not receive a response to either my phone messages or my email.

As stated in my email, I offered to have you send the required documentation directly to me for review. Once reviewed, I could possibly issue the gift card or apply a credit (equal to two and a half months of service) to your account,if you prefer. I did not receive the documentation I requested; therefore, I applied the aforementioned credit to your account. This credit will cover your August and September 2024 payments and half of your October 2024 payment.

I apologize for any inconvenience this may have caused.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

                *****************************

Customer response
07/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
You promised to send me a prepaid card if I switched from direct and the first info I sent was not correct so I sent a pic of my name address and last direct bill, I was told all was good and to expect my card after my first bill was paid in 6 weeks or so, after 2 months I called and was told it would be there in a few weeks, it has been 6 months and I have got nothing from dish but bills
Business response
07/02/2024
June 26, 2024

*****************************
115 Overstone Dr.
************, TN 37643

Re:          BBB Complaint #********
                **************** - *************

Dear ****************:

On June 13, 2024, we received your complaint, dated June 12, 2024, filed with the Better Business Bureau.

You stated that you were advised you would receive a promotional gift card for signing up for service. After providing the required documentation, you were told the gift card would processed within six weeks; however, two months passed and the gift card has not been delivered. You requested to receive the promotional gift card.

When we spoke on June 25, 2024, it was determined that the documentation previously provided did not contain the required information to process the gift card. You provided me with the correct documentation, which I forwarded to our promotional team.

I received an update that your $300.00 gift card will be fulfilled. Please allow 6-8 weeks for receipt

Sincerely,

***********************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:          ****** / ******* Better Business Bureau
                ***********************************350
                ******, CO 80210

*****************************
Initial Complaint
06/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Sir or Madam: I rec'd a flyer in my mail from dish offering a $300 **** gift card if, as a direct tv customer, I switched to ******* 3/15/24, paying $91.55. I made sure to keep the required code or pin, ********, handy. It was also stipulated that I not dc my direct tv services until after the Dish had connected their services, so I was careful to do this. I 1st called too soon, & was told I was to request my card only AFTER paying my first bill in 30 days, which I did. By ***, 4/29, not having heard anything about my card, I had spoken with ten dish cust service reps each saying something different, the last 1 saying I needed to set up an online dish acct where I'd find the option of requesting my **** card. My daughter came to my home to help me do this since I am an 82 yr old woman with no use for wifi (no computer, no smartphone). When said acct still did not give me the option to request the card where we'd been told, we called dish, on speakerphone so my daughter could help me. We spoke with ****, 4/29/24, who, after his 2nd attempt was able to go in to my account and assist me with completing this submission. He stated he was able to successfully submit this, giving me the Reference #Q72, with the additional "time-stamp of 10:06 am Mtn Time, just for verification, if needed," he said. I later rec'd a phone call from someone claiming to be a dish supervisor who was so completely hateful, spouting the same rehearsed phrases over & over, none of which answered the questions I was asking of him. I finally thanked him for his time, & hung up. At this point I truly feel this is a case of age discrimination, and when they realized I was 82, decided to simply wait for me to "go away." Again, I would NEVER have switched to their service if the $300 **** card had not been offered, and I had been assured REPEATEDLY that I qualified for this offer. ("Recorded calls" will verify this.) Thank you, *************************** Acct #****************.
Business response
07/02/2024
June 26, 2024

*******************************
************************************************************* 4
************, ** 74006

Re:          BBB Complaint #********
                **************** - *************

Dear ********************:

On June 12, 2024, we received your complaint, dated June 11,2024, filed with the Better Business Bureau.

You stated that we will not provide you with the $300.00 gift card for initiating service. You were told to create an online DISH Network account in order to redeem the card, which you did on April 29, 2024. You called in afterward and we assisted you in completing the steps required. You then received a call from me on May 7, 2024, as I informed you that a new copy of your DIRECTV bill is necessary, as the one you previously uploaded was ineligible.

When we spoke again on June 12, 2024, I told you that we still need a legible copy of your DIRECTV bill to process the gift card. On June 20,2024, you emailed me a copy and I sent it to our promotions team. They informed me that we would fulfill the gift card, which I informed you via email. Please allow up to eight weeks for delivery.

We regret any inconvenience.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

                *****************************

Customer response
07/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************

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