DISH NETWORK No communication, unauthorized charges Denver Colorado
After a late August billing dispute with AT&T, I paid $414 on September 16th, 2008, the full amount of requested money so that my service with DISH Network would resume. In dealing with customer service issues, I asked to cancel, but was told I'd have to pay to do so, so I said I would continue on with service. When I called in late September about why my service had not been restored (an hour call with 4 representatives), I was told that it could not be re bundled by one associate, and that I could not cancel because of my contract by another associate. I wrote a letter, and received an email from Michelle Ortiz on October 1st, 2008, stating that I would not be able to be released from my contract. On October 2nd, with no communication at all, $190 was debited from my account. Such unexpected charges began a string of overdraft fees. When I called and emailed to ask, I found out that my service was cancelled and that I was charged for the cancellation. Very shortly, without even receiving so much as boxes or a warning that equipment would be due in a few days (I thought I had 30, as I didn't cancel, they did), I was debited $301 from my account. After speaking with Sabrina Perez through email and phone on October 3 about the situation, I was told that if I send and call with a tracking number, I would be refunded at the very least, $301. On October 6, 2008, I called DISH with the tracking info, and an executive assured me that I would be refunded the $301, for the items being in progress. At around 6 PM EST the same day, I received a call from an employee who handled my dispute with the Better Business Bureau for DISH, and was told that I would receive a refund for equipment and cancellation, totaling $491. Today, October 7, 2008, I find that I have been charged $301 for equipment again, and anything that anyone can tell me is that it will be refunded when it gets there, which could take up to 7 days. I am now $792 short because of DISH and the lack of communication. In addition to that, I have used hundreds of minutes through Verizon wireless being transferred back and forth between associates and AT&T, only to be charged twice for the same thing. I am constantly told that you all cannot put my money back, but that's not the agreement that Ms. Perez and I had. I definitely should not be debited twice for the same thing. Even going back to cancellation, that was not a decision that I was part of at that time. In addition, I never requested the Top Choice 200, I only wanted a low payment for my AT&T bundle, and whatever was going to get me the local channels, ESPN, CNN and the History Channel. Now I am suffering financially. I cannot pay for gasoline, bills, or food until DISH credits my account for something that I had no idea was going on. I have a series of overdraft charges that are seriously setting me back. I was upset about the original charges, but now I am furious because I have just been charged twice for the same thing. I expect to see $792 in my account tomorrow, October 8, 2008, along with all the overdraft fees reversed through Bank of America. I have emails and notes showing contradictory information.
Sean
East Point, Georgia
U.S.A.
1 Updates & Rebuttals
Dabear7
Harlingen,Texas,
U.S.A.
Residential Agreement & Equipment dispute
#2UPDATE Employee
Mon, October 13, 2008
First of all let me apologize for your bad experience with Dish network & AT&T. Being an employee of Dish, I've of often had customers jump through the same hoops as yourself and really feel sometimes that business rules are harsh to enforce. But as an executive csr at dish I understand the necessity of inforcement in some cases. This specific complaint does have some holes in however, I've personally requested some the same info from customers myself. I personally looked into this one and spoke with Dishes ERT on this as well. Your specific issues started as a result of nre fees, and cancellation prior to fulfilling commitments, disconnect as per the agreement you sign you authorize Dish to autobatch your card if you don't return equipment. I personally have dealt with at&t and have been in that same spot for customers trying to restore services, but the truth of the matter is if your account wouldn't have gone past due you wouldn't be in the I was charged for this equipment rant. Dealing with large corp can be frustrating but i suggest rereading Dish's Residential Agreement while I don't personally agree with everything it legally authorizes Dish net from drafting your card much like Directv does its customers. One of the silliest things I hear as csr is you need to restore my service. I personally have been late with my satellite bill but only once may have been in the state where it was actually interrupted. You only get charged for nre after appx 45 days of no equipment being sent back or 56 days w/o any payment. Accounts actually become decombined (after 30 days so Dish can charge your cc for equipment). Dish net deals only with its cancel fees and generic programming adjustments, I would escalte to at&t because legally speaking sales representatives are required to disclose cancel fees & non returned equipment fees at time of sale which sounds like where the issue truly started. I can't speak for At&T as Dish is only partnered w/ them. But much like local retailers AT&T is responsible for all legal disclosures at time of sale. Dish's residential Agreement has several limitaion in liability clauses.AND FYI dISH AND at&T HAVE PARTED WAYS SINCE.