ComplaintsforDISH Network, LLC

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had service with dish network on the account listed in my RV while travel and a number of times had issue with local channels not working either due to technical issue or carrier disputes. It was agreed dish could not provide reliable service in my situation and service was terminated and ETF would be waived upon return of equipment. I see this wavier did not happen only recently did they agree to waive it then reversed it.Contracts are a two way thing and dish has broken there end.

  Business response

  07/17/2024

  July 3, 2024
  
  
  
  Mr. *********************
  **************************************************
  
  Re:          BBB Complaint #********
                  **************** - *************
  
  Dear ************:
  
  On July 3, 2024, we received your complaint, dated July 2,2024, filed with the Better Business Bureau.
  
  You stated that you were told the early termination fee from your contract would be waived, as local channels were
  removed due to a carrier dispute and you were unable to get adequate signal for your RV. You said that the credit
  was issued, but then reversed.
  
  Please be advised that the DISH Network Residential Customer Agreement states that we may change
  programming, packaging and pricing, as is deemed necessary with no compensation due.
  
  Our records indicate that the commitment is not for your outdoor RV serviceit is for your residential service. On
  November 28, 2021, you called to cancel the account due to a local channel takedown. You were advised during this
  call that the early termination fee is valid. The bill that generated on November 28, 2021, was for $290.63, which
  included $240.00 for the early termination fee, $15.00 for the equipment return and the rest for services rendered.
  
  When you contacted us about the balance on January 20, 2022,you informed the agent you would not pay it due to
  the local channels being removed.
  
  When you restarted the account on May 26, 2024, the early termination fee was waived; however, when you elected
  to cancel the account again, you were charged the early termination fee once again. Please note that when you spoke
  with customer service on May 28, 2024, you advised them to cancel the account, as you had lost the ***** receiver
  and did not wish to purchase another to use the outdoor services.
  
  We are unable to validate your claim that you were told the early termination fee would be waived. As you did not fulfill the original two-year commitment, this fee is valid; however, in the interest of customer service, it has been waived. Please allow up to 24 hours for your account to reflect a zero balance.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  DISH Network, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  **************************;

  Customer response

  07/17/2024

   
  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To Whom It May ********** switched to ******* in August, 2024. I was issued a $500 gift card for making the switch. At the time I received my gift card I was caring for my ailing father. I did not use any portion of the $500 gift card. My father passed away May 20, 2024. I wanted to finally utilize the $500 gift card but I did not realize it had an expiration date of March 2024. I called numerous times to see if I could get a replacement card. Every time I called I was told to call the number on the back of the card. I would and they would say I needed to call ******* to resolve the issue. I feel like I'm getting the run around. I received an email stating I was unable to get a replacement card. The bottom line is I pay my $178.97 bill on time every month. Why can't I just get a replacement card or something in place of it? I'm willing to receive a credit to my account in place of the gift card! It makes me sad that just because I was caring for my sick father and wasn't paying attention to an expiration date on the card that Dish can capitalize on my misfortune. My father's care was my priority!

  Business response

  07/17/2024

  July 3, 2024
  
  
  
  *******************************
  ******************
  ******, CA 95340
  
  Re:          BBB Complaint #********
                  **************** - *************
  
  Dear ****************:
  
  On July 3, 2024, we received your complaint, dated July 2, 2024, filed with the Better Business Bureau.
  
  You stated that the $500.00 promotional gift card you received after signing up for service expired prior to use. You requested it be reissued or to receive a billing adjustment for the card amount.
  
  When we spoke today, I informed you that promotional gift cards expire six months after fulfillment and are not eligible to be redistributed. In the interest of customer service, I made an exception and applied a $500.00 credit to your account. Please allow 24 hours for this to appear in your online billing.  
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  DISH Network, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  **************************************
                  ******, CO 80210
  
  *****************************
  

  Customer response

  07/17/2024

   
  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

  07/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 1, 2024, ************* whose parent company is Dish Wireless LLC, authorized $51.88 against my personal ***** Fargo checking account without my permission. In fact, 24 hours prior, I had removed my ***** Fargo banking information and the "auto pay" option from my account. As such, the charge constitutes fraud. In the event the $51.88 is not promptly refunded, I will have no choice but to pursue legal action.

  Business response

  07/24/2024

  July 23, 2024
  
  
  
  Mr. *********************
  *****************************
  ********, TN 37422
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 3, 2024, we received your complaint, dated July 2,2024, filed with the Better Business Bureau.
  
  You disputed the automatic monthly charge of $51.88 deducted on July 1, 2024, as you removed autopay prior.
  
  When we spoke on July 9, 2024, I advised you that while there was no record of you removing autopay from your account, I would refund the $51.88 payment. However, doing so would disconnect your account immediately since the payment is paying for your current service cycle. You understood and accepted the refund.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive ******************************** L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *********************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See below

  Business response

  07/22/2024

  July 19, 2024
  
  
  
  *******************
  100 Coach Rd.
  ***********, ** 18360
  
  Re:          BBB Complaint #********
                  **************** - *************
  
  Dear **********:
  
  On July 3, 2024, we received your complaint, dated July 2,2024, filed with the Better Business Bureau.
  
  You said one of your Joeys stopped working suddenly, and you were informed it was assigned to someone else. You stated that you have always had this receiver and never requested for it to be removed. You spoke with multiple agents about this, but you were unable to reach a resolution other than purchasing a new receiver, which you indicated you should not have to do.You also stated your bill increased.
  
  As a courtesy, I applied a $50.00 credit to your account on July 19, 2024, to cover the cost of the new receiver.
  
  Our records show your bill did not increase and your monthly rate is currently $188.70.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable. I have escalated your issue and we are currently looking into it and will issue feedback where need be. We apologize for the 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
                  *****************************************350
                  ******,CO 80210
  
                  *****************************
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My home burned down 8 February 2024. I called dish and reported the issue. They suggested placing the service on hold. They did not have an immediate resolution. As of today, I received a bill in the amount of $294.15. I don't have equipment. How can I be charged with no equipment? I don't feel I owe a bill. I'll set-up payment arrangements for the equipment but can't pay it all at once. I can't afford dish network at this time but I can in the future and want to remain on good terms with the company

  Business response

  07/24/2024

  July 24, 2024
  
  
  
  Ms. *****************************
  1521 Longstraw Rd.
  ******, LA 71270
  
  Re:          BBB Complaint #********
                  **************** - *************
  
  Dear **************:
  
  On July 2, 2024, we received your complaint, dated July 1,2024, filed with the Better Business Bureau.
  
  You said on February 8, 2024, you had a house fire and you contacted us to report the loss of our equipment. You recently received a bill for $294.15, and do not understand how you can be charged for service without equipment.
  
  When we spoke on July 24, 2024, I explained that when you called in to report the fire, your account was placed on DISH Pause for three months.After the three months ended, your account was restored to its previous service level. On July 4, 2024, your account was interrupted due to non-payment and on July 20, 2024, it was disconnected. Upon disconnection, you were charged a $100.00 early termination and a $20.00 box return fee.
  
  As an exception, I waived all charges and submitted a refund for the $249.15 payment. Please allow up to two weeks for processing. I also removed the leased equipment from your account.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  DISH Network, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *****************************
  
  

  Customer response

  07/25/2024

   
  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requested DISH service to be disconnected on 04/16/24. Billing period 04/04/24-05/03/24 and asked if credit amount of $***** would credit on May 4 statement. I was told a credit would not be issued on next months statement but a check would be issued (which I thought sounded odd). DISH is bundled with FRONTIER (telephone service). FRONTIER statement for billing period May 4-June 3 has a credit of $***** for TV service. So I assumed DISH had given me wrong information about issuing a check instead of crediting account. I received DISH statement with amount due 6/8/24 in the amount of *****. On 6/6/24, I called FRONTIER and DISH (spoke to 2 different people) and was told that credit was given twice for $***** and that was why I owed balance of $ *****. I then spoke to Accounts Specialist for DISH and was told balance was zero. I received another bill from DISH due immediately past due balance of $*****. On 7/1/24, I called DISH again and was told $***** was credited twice. They said a credit amount for $***** was credited to a g-account ****************. I dont have a g-account and asked them who it was sent to and they said they had no way to know. Frontier representative was on the line with us also and he told them was always made automatically from my checking account around the 28th each month

  Business response

  07/22/2024

  July 16, 2024
  
  
  
  **************************
  *********************
  *************, WV 25976
  
  Re:          BBB Complaint #********
                  **************** - *************
  
  Dear ***************:
  
  On July 2, 2024, we received your complaint, dated July 1,2024, filed with the Better Business Bureau.
  
  You stated that you previously had your services bundled with Frontier; however, you disconnected the account on April 16, 2024. You indicated you were supposed to receive a credit of $72.59 for services that would be issued on your next Frontier statement. However, the statement shows you owed $72.59 by June 8, 2024. When you contacted customer service on July ******, you were informed you were credited twice and that one of them went back to a G-account, which you indicate you have never had. You requested a billing adjustment.
  
  Our records indicate that when you disconnected the account,a credit was sent over to Frontier on April 26, 2024. Due to a billing ledger issue, the account reflected an additional refund of $72.59 provided to you. As we were able to verify that a second refund was not provided, this has been corrected and your account now reflects a zero balance.
  
  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
                  *****************************************350
                  ******,CO 80210
  
  **************************;

  Customer response

  07/22/2024

   
  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

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called to cancel my service May 29, 2024, effective immediately. I was told on the phone I would be refunded a portion of the monthly fee. I called June 14, 2024 to follow-up on my refund, and was told that it would be requested but would take 17 days to be refunded to me. I have now called again, July 1, 2024, and been told that there was a note on the file but that no refund had been requestd, and that I now need to wait another 17 days for my refund.

  Business response

  07/22/2024

  July 17, 2024
  
  
  
  ***************************************
  *****************
  Roscommon, MI 48653
  
  Re:          BBB Complaint #********
                  **************** - *************
  
  Dear ********************:
  
  On July 1, 2024, we received your complaint, dated July 1,2024, filed with the Better Business Bureau.
  
  You said that you were told you would receive a refund after canceling your account, but you had not as of July 1,2024.
  
  Generally, credit balances after the cancellation of an account are non-refundable; therefore, the issuance of a refund is not an automated process. A refund for $42.19 was issued on July 1,2024, nonetheless.
  
  I apologize for any misunderstanding that *** have occurred.
  
  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

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First let me say I do not know the address for Dish Network. I used my own zip code for that reason.I had received several mailers from Dish Network offering a $500 prepaid master card for switching to their service. My husband ***************** and I signed up for service a little over a month ago. I made approximately 9 or so phone call to them requesting the prepaid master card. Everyone I spoke to said they could see the prepaid card on my account, although some said it was for $300 and not the $500 they advertised. All of them kept telling me to call ************ which turned out to be the phone number for Clear Link. That number kept routing me back to Dish Network on ever option they had on there recording and there was no option to speak to someone. I emailed Clear Link because of this and they directed me back to Dish Network. Several Dish Network employees told me they were escalating the issue , but still have not received a resolve.

  Business response

  07/17/2024

  July 16, 2024
  
  
  
  ************************
  *************************************************************************
  
  Re:          BBB Complaint #********
                  **************** - *************
  
  Dear *************:
  
  On July 3, 2024, we received your complaint, dated July 1,2024, filed with the Better Business Bureau.
  
  You stated that when you signed up for services, you were supposed to receive a $500.00 gift card. You mentioned that you have called several times regarding this, and some agents advise you the gift card is $300.00 while others say $500.00. You indicated that despite calling in about it, you have yet to receive any gift card. You requested the offer be honored.
  
  Our records indicate that when you signed up for services, the pre-approval code was not provided to us. Please note that the gift card offer does state that the approval code must be provided at the point of sale.
  
  In the interest of customer service, the $500.00 gift card offer is being fulfilled. Please allow up 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
                  *****************************************350
                  ******,CO 80210
  
  **************************;

  Customer response

  07/19/2024

   
  Complaint: 21920847
  
  I am rejecting this response because:
  I prefer to wait to insure I receive the $500 prepaid master card before I close this complaint. Thanks in advance for your understanding.
  Sincerely,
  
  *******************

• Initial Complaint

  06/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April of this year, I turned on my tv to find I had no signal. I contacted Dish to find out the problem.The rep that answered said our Dish equipment was outdated and would not work with their new satellite and would need to be updated to their"******".She stated that the new equipment would be "free" for 2 years at no additional cost. After 2 yrs. we would be charged a small fee, which we expected.Upon receiving our monthly bill we found that they were charging us for the new equipment, which was supposed to be free for 2 yrs.We contacted **** and was told that we miss understood what we were told.I was told by the Dish rep, as stated above, that the new equipment was free for 2 years.My wife called and spoke with a Dish rep the next day to verify this information and she was told the same thing.We feel that we were lied to and that this was a sales ploy to get subscribers to upgrade.We have used Dish for the past 18 years and have been satisfied until now. We feel that we are being taken advantage of.We want them to honor their reps ********* of the free service.Any help you can render would be most appreciated.

  Business response

  07/22/2024

  July 19, 2024
  
  
  
  **********************************
  ****************************************************************
  
  Re:          BBB Complaint #********
                  **************** - *************
  
  Dear Mr. ***************** July 1, 2024, we received your complaint, dated June 30,2024, filed with the Better Business Bureau.
  
  You said you upgraded your equipment and you were told it would be free for two years. However, your next bill was higher.
  
  When we spoke on July 19, 2024, I informed you that the agent who created the ****** upgrade added DISH Protect on a one-month free promotion to avoid the $95.00 technician visit charge.
  
  I removed DISH Protect from your account bringing your monthly rate down to $88.56.
  
  We regret any confusion or inconvenience caused.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  DISH Network, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *****************************
  
  

• Initial Complaint

  06/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  july 2023 - called dish network after receiving late payment notification from a house I havent lived in for 6 years, cancelled service.july 13th - ex wife paid final bill but apparently accidentally restarted service aug 21 - received another bill, called them and cancelled again and now have early termination fee Service was also renewed 2x apparently without my consent or authorization.I have asked 5x for a copy of the signed contract from Dish network and they have not been able to furnish 1 yet.

  Business response

  07/16/2024

  July 13, 2024
  
  
  
  *****************************
  *****************
  ***********************
  
  Re:          BBB Complaint #********
                  **************** - *************
  
  Dear ******************:
  
  On July 1, 2024, we received your complaint, dated June 29,2024, filed with the Better Business Bureau.
  
  You indicated that in July 2023 you contacted customer service to cancel an old account, as you received notification of a late payment for one at a residence where you have not lived in over six years. You indicated that your ex-wife restarted the service and you had to disconnect it again. You mentioned that she entered into several commitments without your authorization. You also asked for copies of the contract several times, but have not been provided any. You requested a correction to your credit report.
  
  Our records indicate your ex-wife had full access to your account with your four-digit security code. The commitments entered into on May 19, 2020, and June 27, 2022, were both verbal, and in order to accept them, the four-digit security code had to be entered into our automated phone system. As these were both done over the phone, there is no copy of a commitment to send.  For more information on the terms of the commitments that were entered, please visit ***************************************.
  
  A review of the account reflects that on July 1, 2024, the early termination fee was waived. The payment made of $110.39 covered services that were rendered prior to disconnection. As the account is now showing a zero balance, it will be reported as such to the credit bureaus. Please note that notice was provided prior to the account being sent to collections.
  
  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
  
  **************************;

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩