ComplaintsforDISH Network, LLC
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Complaint Details
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Initial Complaint
08/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On July 23, 2024 I was charged for 2 pay per view events on my dish bill that NO ONE in my home ordered. I attempted to rectify this with Dish multiple times to no avail. I was told that the PPV's were ordered with my remote, to my receiver, but they couldn't tell me the receiver number. When I questioned HOW 2 different ppv's could be ordered on the same day I was told it was 2 different receivers, but they still could not tell me what receiver numbers they were. I have parental controls on my TV's, so nothing that requires payment can be ordered without using my PIN number, which no one in the house knows. It is IMPOSSIBLE that these events were ordered from my system by someone in my home. **** refuses to give me proof that they were ordered by my actual receiver and refuse to investigate the issue or refund the charges. Checking online MANY Dish customers were billed for the SAME 2 ppv events that didn't order them and **** refuses to investigate the matter or show proof that these were in fact ordered and sent to the receiver.Business response
09/11/2024
August 29, 2024
***************************
***************
*********, ** 18334
Re: BBB Complaint #********
**************** - *************
Dear **************:
On August 26, 2024, we received your complaint, dated August 23, 2024, filed with the Better Business Bureau.
You said you were charged for two Pay-Per-View (PPV) events no one ordered. You said customer service was unable to give you information as to which receiver these PPVs were ordered from. You requested a billing adjustment.
When we spoke, I informed you that you will need to update your PIN code to the receivers. Additionally, I set your PPV allowance to zero,which means you will need to call in to request a PPV or Movie On Demand.
Please note, we are unable to see which receiver ordered the PPV.Movies On Demand require a two-step authorization process, which is why that charge is non-refundable. I waived the last three PPVs, a total credit of $115.97, as an exception.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
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
08/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I entered a contract with Dish approximately 2 years ago. I understood at the time that if I ended the contract early there would be a $20.00 per month early termination fee. Last November I had my dish receiver upgraded, which I paid for at the time. Today I cancelled my account and was told that when I paid to have receiver upgraded that I had entered a new 2 year contract. This was never mentioned in any way. I know its a small amount but having extra months added does not seem right to me.Business response
09/11/2024
August 28, 2024
*********************************
******************************* NW, Unit 36
*******, MN 56601
Re: BBB Complaint #********
**************** - *************
Dear ********************:
On August 26, 2024, we received your complaint, dated August 23, 2024, filed with the Better Business Bureau.
You disputed your early termination fee because you were never informed you were entering a new commitment when you upgraded your equipment.
The call was reviewed and I confirmed that you were informed of the 24-month commitment and associated early termination fee. As a courtesy,I waived the final balance on August 28, 2024, nonetheless.
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
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
All the time, the service is so bad and rude and slow. How the hall is the owner of this company a billionaire?? From stealing from our premium payments!They have removed our dedicated Cantonese Channels we paid for. It just says CHANNEL HAS BEEN MOVED example ***** Transferred 5 x for a hour, no resolution because the Arab could not understand basic ************** are so stingy to the customers not to have any Cantonese translators anymore so the owners can have more money in their pocketsBusiness response
09/16/2024
September 13, 2024
Ms. ***** ******
****************
**********, CO 80121
Re: BBB Complaint #********
*************
Dear **************************** 22, 2024, we received your complaint, dated August 22, 2024, filed with the Better Business Bureau.
You expressed concern regarding the channels in your Cantonese: Jadeworld package. You requested to receive a refund.
When we spoke by phone on September 13, 2024, I informed you that most of the channels in this package have changed channel numbers recently and several were transitioned to streaming only via the Internet. You stated that your service is working well and you have all the channels in the package. I told you that a refund is not warranted, which you understood.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalations Team
DISH Network, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
08/21/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
On 8-8-24 --- a young man came to our house and said he was with Dish Network and wanted to talk - i was with ********* at that time -- he had all my information on a i-pad about me and my direct tv account and everything - he ask if i thought there price was to high and of course i said yes - he said he could get me dish for 2 years at a guaranteed price that was 10 dollars a month cheaper - i said i would only switch for that price to get all the same channels i have with direct tv - so he checked the channel line up and showed it to me and the top five channels i really wanted to keep was on there - he said no problem i have 5 days guaranteed satisfaction and could cancel any time within that 5 days --they put in dish tv on like 8 at night on Saturday 8-10-24 --- and after that i did not get the channels he guaranteed was with my service - so i text him that nigh 8-10-24 and he said he would take care of it -and on 8-12-24 i got my bill online and it was 12 dollars higher then the direct tv was --- after texting him over and over he got back to me on that monday 8-12-24 and said he was still trying to get the channel he promised and trying to get my bill down to the price he Guaranteed me - so i was getting nowhere - so i called dish 8-13-24 to cancel my service and the *** said i was to late and it would cost me 480 dollars to cancel my account - he said i only had 72 hours to do that - i told him there representative told me i had 5 days to cancel - and on 8-20-24 i finally got a paper copy of my contract and it's stated on there - ( if you are a California resident and are 65 years of age or older then you can cancel within 5 business days ) -- so when I tried to cancel it I was within the 5 day period -- and i'm over 65 years of age - can you please help me get out of this contract - thank you ************************* - ************. e-mail *******************Business response
09/11/2024
August 23, 2024
*****************************
***************
*********************
Re: BBB Complaint #********
**************** - *************
Dear ******************:
On August 22, 2024, we received your complaint, dated August 21, 2024, filed with the Better Business Bureau.
You stated that on August 8, 2024, you were approached by a door-to-door salesman and offered our service. You indicated that you were told the rate would be lower than what you were paying and you would have all the same channels. You had him verify your top five channels were available;however, after installation you found out they were not. You texted the salesman and he indicated he would resolve the issue, but he never did. You contacted customer service to cancel, and you were informed you would be charged an early termination fee of $480.00. You requested the early termination fee be waived,as your contract stated you had five days to cancel.
During our phone conversation on August 23, 2024, I agreed to waive the early termination fee since you requested cancellation within five days of the installation. You elected to set the account up to disconnect on September 9, 2024, and if you wish to keep the account active, to reach back out by September 8, 2024, to cancel the pending disconnection. You accepted this resolution.
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 **************.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
*****************************Customer response
09/11/2024
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
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Friday, August 9 at 10:00 am I called to activate dish network. They (Dish/Infinity) charged me $49.99 activation fee. I called the same day and cancelled the activation. I was told I would be refunded the $49.99 activation fee. I have not been refunded as of today. I SPOKE TO 16 PEOPLE PROBABLY 15 DIFFERENT PEOPLE BECAUSE I DID SPEAK TO THE SAME PERSON TWICE AND STILL GOT THE RUNAROUND. DISH NETWORK THEY TELL ME TO CALL NEW SALES AND WHEN I CALL NEW SALES THEY SAY WE CAN'T HELP YOU AS WE CAN ONLY SIGN PEOPLE UP. WE DO NOT HAVE CAPABILITY TO ISSUE REFUNDS. CALL THIS NUMBER-AND I GET THE SAME PEOPLE OVER AND OVER.Business response
09/11/2024
August 21, 2024
Ms. *******************************
**************
*********************
Re: BBB Complaint #********
**************** - *************
Dear ******************:
On August 21, 2024, we received your complaint, dated August 20, 2024, filed with the Better Business Bureau.
You stated that you called to initiate service, but you chose to cancel your account the same day. You mentioned that you were charged an activation fee of $49.99, which you have been unable to get refunded. You requested a refund of this fee be provided.
A review of your account does not reflect any fees were paid directly to us. We requested that the retailer who initiated your service and charged the activation fee, ********************* issue a refund and we received a response that they would. They also advised us that you contacted them on August 21, 2024, and they informed you to expect the refund within 3-5 business days.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
*****************************Initial Complaint
08/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had dish services for approximately 3 years in which point channel negotiations had taken options away from their service. I had suspended service by recommendation of dish to not leave at the cost of 5.11$ a month. I was told Id get a notification when services are restored as the suspension lasts 6 months. I wasnt notified until I received a bill of almost 300$. So I called to negotiate and we couldnt reach an agreement. I had then canceled my service and was told that no further charges will be made as long as the equipment was returned. I had returned the equipment which they had called to tell me about. Surprise! A phone call for communication. On 8/18 I was also surprised to find a charge from Dish of ****** to my bank account. I called and was told theres nothing they could do since they had provided a service. So Im being charged for a service I had no idea I was being provided after i was told I would not be charged? Id understand if I had used the service. Ive had HULU since the suspension.Business response
09/11/2024
August 22, 2024
***********************************
PO Box 380
***********************
Re: BBB Complaint #********
**************** - *************
Dear **********************:
On August 21, 2024, we received your complaint, dated August 20, 2024, filed with the Better Business Bureau.
You stated that you placed your account on DISH Pause, and you were told you would receive a notification when it was ending. However, you were not notified and then received a bill for over $300.00. You have since canceled your account, and you requested a refund for your last payment.
Our records reveal that you placed your account on DISH Pause for nine months starting on September 29, 2023. You agreed to the terms via our automated phone system. The nine months ended on June 29, 2024, and your service was automatically restored, per the terms of DISH Pause. On July *******, you were billed $285.40 for services, which included prorated charges.You canceled your service on July 29, 2024, and your final bill was $168.93,which was paid in full.
Please note that an email was sent to ******************* each month with your billing statement. On your May *******, statement (copy enclosed) we notified you that DISH Pause was expiring the following month.
I refunded your last payment of $168.93 as an exception.Please allow ***** business days for processing. Your account has a zero balance.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*************************
GM - Retention Operations
Executive Escalation Team
DISH Network, L.L.C.
Enclosure
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210Initial Complaint
08/19/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
***** plus additional credits I was promised and never declined. Who would decline free movies usable anytime and a months billing?I called DISH my television provider to cancel account. I was told I couldnt cancel completely without penalties because we had a contract so on 8-10-24 I cancelled my bedroom service and mailed back their box and remote but agreed to keep main box until contract expired. For doing so the *** on 8-10 said he would credit me one months service and give me 10 free pay per view movies usable anytime no $$ amount discussed.After using a few movies and seeing that some were ***** Id better call find out what the dollar amount of my gifted movies could be. I got a gentleman named *** on the phone in customer service he said he saw notes that I had declined free movies usable on any date but he could give me certificate Good for 1 movie per month for the next four years. I declined because that is not what I had been promised He said I also declined addl credits offered. 1 month service and others. I thought about it and remembered that the person I spoke to was in retainment office and thought maybe correct notes would show there. I asked to be transferred to that office. I got ******* on the phone and he saw same notes stating that I declined credits as well. I then said I wanted to close acct because I was lied to. This is 8-19. 6.99 free movies for 4 years Ace employee # ******* offered Movie certificate 12 only usable 1 per month ******* in retainment area said I declined free pay per views. As well as other credits.After requesting cancellation I interrupted his reading of my supposed contract because I never agreed to it. Told him to just cancel today. I was planning on keeping service but after finding I had been lied to and the shoddy service I got on 8-19 I cancelled effective immediately.Number for backup ***** cancel number Cancelled acct due to false promises lack of trustBusiness response
09/11/2024
August 20, 2024
*****************************
*******************************************
*****, CA 95304
Re: BBB Complaint #********
**************** - *************
Dear ****************:
On August 20, 2024, we received your complaint, dated August 19, 2024, filed with the Better Business Bureau.
You said that you were offered an account credit of $69.90 and ten free movies. You never received this because you were told you declined the offer, which you did not. As you were unable to get this offer, you opted to disconnect your service. You also indicated that you did not agree to the commitment and disputed the early termination fee.
The call in question was reviewed. You were offered ten free movie credits, which you declined. There was no offer of an account credit of $69.90; it was for a one-time credit of $40.00 and a late fee of $12.00 to be waived, a total of $52.00. You were also informed of the prorated credits you would receive for downgrading your programming. These credits were applied on July 10, 2024.
You accepted the promotional terms when you established service. Therefore, the early termination fee of $240.00 is valid.
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
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My sister and I are both retired and live together in an extremely rural community in ***********. We have had DISH TV for some 14 years as they claim loyal consumer. We stayed even as we received very poor service throughout the years. I was the account holder from day one. ALL bills came to our home by US mail and all of the bills were timely paid by my sister *****. My sister only made payments via EFT on her card. From time to time she would write a check and mailed if bill came late and call for service visits. The poor service included multiple calls complaining of outages but, before any assistance was made, Dish attempted their sales pitch to upgrade us to their ******. Since we were not pleased with the current service we constantly refused the sales pitch. Until the service went out completely without cause. So APPARENTLY on a July 12th complaint call we were told they could no longer service or stand by the product we had and would HAVE to upgrade to the ******. We reluctantly agreed to have the ****** installed July 18th. No mention of a TWO YEAR CONTRACT until I called to complain about a bill received the day after we disengaged service on Aug 9th. No notice or ANY indication there was a 24 hour time frame to state to Dish the obvious, the product didn't work for us here. We tried it for a week and called to complain, still not aware of the so-called contact or time to cancel. No call backs, or surveys (as promised) by their representatives. Dish had from July 12th thru July. 19th to notify me, the account holder, in writing of the contract involvement, just as the monthly bill was sent. They contend this was agreed by phone with my sister. Even when the installer came, he NEVER mentioned 24 hours, or 2 years. The resolution for us: normal bill $169.24 (pro-rated with disconnect date Aug. 9, 2024), instead of $435.72. They should collect their equipment since they claim this was such a lost, we are not youthful enough do their work then chargedBusiness response
09/11/2024
September 5, 2024
*****************************
**************
West, MS ********************************************************************** BBB Complaint #********
**************** - *************
Dear ****************:
On August 19, 2024, we received your complaint, dated August 19, 2024, filed with the Better Business Bureau.
You said that you called in on July 12, 2024, and the agent you spoke with told you your current receivers were no longer being used and you needed to upgrade to a ****** system. You also said that the agent did not disclose a 24-month agreement for the upgrade, which you were not aware of until you called to cancel your account on August 9, 2024.
When we spoke on September 5, 2024, I informed you that a review of the July 12, 2024,call found the 24-month agreement was disclosed and agreed to, and the authorization was acknowledged by the caller. You informed me that the caller was your sister, who suffers from dementia. I advised you that in light of these circumstances, I would waive the early termination fee of $480.00. This credit took care of the remaining balance leaving a credit balance of $77.88 on the account, which I would issue a refund for.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
*******************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************************
******, CO 80210
*********************Customer response
09/11/2024
Better Business Bureau:
I have reviewed the response made by t lolhe business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called Dish on Fri. 08/16/24 and spoke with a agent and asked if my bill could be lowered since I have been with Dish for 7 years,7 months and 16 days . He said he could and said the News Pack. I just don't watch news and named the channels I normally watch. He said they are all in the Flex Pack which is controlled by Fox. . He said the only channels that are not in the pack was Comet and channel 199. Also the monthly payment would be $60.98 with a credit of $9.68, and Sept. **** would be $50.00 . At that time I said I would go with it. On Sun. 08/19/24 I called Dish because I was not receiving the Animal Plant and the agent told me the following : #1 . Animal Planet was not in the package #2 Monthly bill and payment was $62.99 #3 Sept. bill wrong #4 No channel line up for New Pack + Flex Pack. I feel like I was lied to about the monthly price, and channels available to me . The current agent told me that the Animal Planet would cost $10.00 a month and asked if I wanted to go back to what I had. For being with Dish as long as I was apparently don't mean a much to be treated the way I was.Business response
09/12/2024
September 12, 2024
*************************************
**************************
****, ** 65453
Re: BBB Complaint #********
**************** - *************
Dear ************************:
On August 20, 2024, we received your complaint, dated August 19, 2024, filed with the Better Business Bureau.
You said that on August 16, 2024, you contacted us to try to lower your bill. Our agent reduced your programming to a lower package, and said you would only lose a few channels at a new monthly rate of $60.98, and the next bill would be $50.00. On August 19, 2024, you contacted us again because you were missing Animal Planet. You were told the channel was not in your current package, the monthly bill would be $62.99 and we could not provide a channel lineup for the new package.
When we spoke on September 12, 2024, I informed you that there are two months remaining for a $25.00 discount; going to a lower package will limit what type of discount can be offered in the future, and our 2024 price increase will reflect on your October 1, 2024, bill. I offered to place your account back on our Americas Top 120 programming package and provide an additional $15.00 credit until the current $25.00 discount expires. We can then revisit what we will be able to offer you after your current discount promotion expires. I also informed you that all our channel lineup information is available on our website. You accepted this resolution.
We regret any inconvenience you may have experienced and thank you for your business.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
DISH Network, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
*****************************Initial Complaint
08/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They convinced me to get this equipment called a ******, and was completely out of tv from Thursday, August 2nd to Tuesday, August 6. It was after 5:30 when the box from DISH was delivered from **** On Fridays and Saturdays are my nights to watch tv. I was completely out even basic tv because the box needed to be replaced. I lost everything completely. I am going with Charter but I have to get rid of DISH in order to get Charter. I am disabled and can&#**;t do all the things they say I need to do to remove DISH. I want to them to switch out the boxes and get help to get rid of DISH.Business response
09/12/2024
September 11, 2024
******* ******
***************************** B
******************
Re: BBB Complaint #********
*************
Dear ******* ******:
On August 19, 2024, we received your complaint, dated August 16, 2024, filed with the Better Business Bureau.
You stated that you were experiencing technical issues. A replacement receiver was shipped to you, but you were unable to install it. You requested a technician visit.
My attempt to contact you by phone at ************** on September 11, 2024,was unsuccessful, but I left a voicemail.
Our records indicate that a technician visit was completed on September 6, 2024, resolving these technical issues. Monetary credits totaling $59.33 were applied to your account as compensation for the time you were without service.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalations Team
DISH Network, L.L.C.
cc: ****** /******* Better Business Bureau
*************************
******,CO 80210
***** *****
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Customer Complaints Summary
5,279 total complaints in the last 3 years.
1,234 complaints closed in the last 12 months.