Complaint Review: DISH Network - Pasadena California

Well, DISH did reply, but it was disappointing. Kind of generic, but I'm not giving up! Here is their reply and my answer... Dear Ms. C******, Thank you for your email. We would like to apologize on behalf of the DISH Network for the way that your issue was handled by our representatives. We take our customer service seriously and strive to be the best in our industry. Our customers are very important to us and we sincerely apologize for the service that you have received. We would like to assist you with your concern; however, we are unable to access your account on our system. Please call our Customer Service Center at 1-800-333-3474 for further assistance. Your business is greatly appreciated and we thank you for allowing us to be of assistance to you. If you have any further questions or concerns, please refer to www.dishnetwork.com or reply to this email. Sincerely, Den P. DISH Network eCare Dear Sirs: Thank you for replying. However, your customer service department cannot help me (according to my talking to Roger yesterday), and referred me to your department. I am disputing this bill. It has gone from $800.00 to $693.31 (these two being on your voice recording, not on my paper bill) to $293.31 (according to the voice recording AND the paper bill I recieved yesterday), but that is still not my bill. Mine is $60.89. I do not owe any equipment fees, as it has all been returned, nor do I owe any early termination fees, as I had your service for over two years. I had no extra movies or individual channels ordered, as my DVR would not allow them to be ordered . I tried once, as there was a channel I thought my autistic child would enjoy, but my particular receiver wouldn't support it. I had your basic plan, which started out at $29.99. I am not disputing the $60.89, but I am the other $232.42 (which would bring the total to $293.31.) My old account number is 8255 90 932 18*****, under the name of Kelley C******, for service at ********. My mailing address is ***********. My phone number is **********. I am also curious why your recording when I DO call customer service still says my service has been "interrupted", after I have called (in April) to completely cancel the service. I will gladly pay MY outstanding balance of $60.89, but not the amount over and above that, as it is NOT mine. My calling your Executive department repeatedly has done no good...I never get through. I was transferred to the Fraud department, but, after some digging on my part, I have found that my bank account was not touched by anyone else except me, so this is NOT identity theft. (And yes, I have copies of all 3 of my credit reports right here.) I talked to "Bill" in the Fraud department, who tried to tell me I was a victim of identity theft, and that "...this is bigger than [you], [you] can't fight this alone, as this is a ring operating out of Mexico by some very nasty people..." As for your customer service reps verbally abusing me, please check out www.ripoffreports.com if you have not done so already. Apparently verbal abuse by your reps is an ongoing problem with your company, not just in my case. I know it is hard to keep cool when everyone who calls seems to be irate or has a complaint (I have worked as a customer service rep myself), but in my case I never once got ugly or nasty with any of your reps, nor did I raise my voice, though in several instances it would have been called for. I would like you to send me a corrected bill for the $60.89 that I owe, with all other amounts shown as being deducted. I have copries of my 2 bills, one dated May 1, 2006 and the other dated July 1, 2006, if you would like for me to send them to you. Thank you,

Well, after almost daily calls to DISH, being put on hold and so forth, AND even having my local Chief of Police call DISH (where HE was put on hold!), I'm still not much closer to getting this resolved. I wrote another letter (via e-mail) that was sent today to their dispute department at DISH's request that I do so. This is the last effort I will make before I see our local attorney and file against DISH. I have heard sooo many complaints in this town and on this website about this company. It gets old being told I'm a liar, not to mention being yelled at. Here is a copy of the letter I sent today. Sure hope they reply in the 24 hour time frame they claimed they'd reply back to me. From: Kelley C July 6, 2006 Dear Sirs: I will try to make this brief, as I am heartily tired of dealing with this problem. I disconnected my DISH service in April. I returned your equipment in May (I have the slip stating you did receive it.) I received a call from DISH in June, saying the refund I had requested was returned to my credit card as I had requested. I called DISH to get my final balance and to see what that phone call was all about (I was figuring it was a wrong number), to be told it was eight hundred dollars. Many hours and phone calls later, it is now down to almost three hundred. My problem is this: 1) I never called you about a refund you owe me. Your company does not owe me any money and it never has. 2) My last bill from you was for $60.89, dated May 1, 2006. This is ALL I owe. 3) In trying to get to the bottom of this, I have been screamed at, cussed out, placed on hold for over an hour repeatedly, told "tough s**t lady, it is YOUR bill" (he was an interesting gentleman, for sure), told it was an identity theft issue (it is not--this is an accounting error on your part), told that I owed nothing (that isn't correct either), and have been disconnected by your operators. That is just for starters. This is what I have found out so far (info came from various operators in YOUR company). It may be accurate, it may not: Someone by the name of Moises Sandoval called DISH in May or June, protesting the $400.00 you pulled out of their Visa card account, due to unreturned equipment. You eventually refunded their money, PLUS EXTRA (one operator screamed at me that you sent me a check which I cashed at my local bank. I never got any money from you, and I sure didn't deserve this abuse from this operator.) The money that was refunded back to the OTHER PARTY , NOT ME, is to a VISA card that ends in ***1502. This is not my card, nor have I ever had one ending in this number. I have never received any money from you, nor have I asked for any. You have never fraudulently billed me--until now. I do not know how this other party wound up under my name. I do not KNOW this other party. There is no one in my very small town by this name. I only had one service call I placed to DISH in the two-plus years I had your services, and the tech came out promptly and switched my receiver--which was overheating severely--with another one that he had in the back of his truck. (It was unboxed and not new, but it worked.) I signed a paper that said he fixed my problem, but it was not specific to exactly WHAT he did. Other than that, the service was fine, and I did not need to call you other than to pay my bill. I do not see WHY you cannot trace where the money you refunded back to the other party went to: what person, what state, what city, and so on. (I have been told over and over that you cannot.) Other companies can do so, and the retail company where I worked was able to do so quite easily when there was a question about a payment or a refund. To sum this up, I do NOT owe you $293.31--I owe $60.89, which I will pay once I receive a corrected bill. I NEVER called about your company owing me money, and I have NOT received any refunds from DISH. I am NOT Moises Sandoval, and I do NOT have a Visa credit card ending in ***1502 that money was refunded to by your company. I NEVER authorized anyone else to use my DISH account, nor have I allowed anyone to sign up an additional DISH account using my name either as a guarantor or as a reference. I've never even been asked! This is NOT an identity theft issue, it is an accounting problem on your end, and I, as a past customer that was planning on reinstalling DISH at a future date, feel that I am being abused for your mistake. Please contact me by e-mail as soon as possible. I HAVE e-mailed your company before, but received no response. I still have the original service order with the serial numbers and so forth, if you need them. Thank you, Kelley C