• Report: #751986

Complaint Review: Dish Network

  • Submitted: Tue, July 12, 2011
  • Updated: Fri, August 19, 2011

  • Reported By: Samantha — Knoxville Tennessee United States of America
Dish Network
Meridian, Colorado United States of America

Dish Network Executive Resolution Team lies and doesn't do as promised! Meridian, Colorado

*Consumer Comment: do what i'm doing

*Consumer Comment: This is horses**t

*UPDATE Employee: Response to Samantha

*Author of original report: Response to Michael

*UPDATE Employee: DISH Network

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Our debit card was stolen, so we had to change our autopay info in May so that it would pull from our checking account directly. On May 15th, service was stopped because the change to autopay didn't go through. Per the Dish rep I contacted, I was told to manually pay it for May and that I would have to do the same for June because the change to autopay takes some time to go through.

Then in June, I tried to change the autopay from the checking account that we don't use (and which has no money in it) to my new credit card and I kept getting an error message online which told me to try again later. I chatted with an online customer service rep in early June who said that I needed to pay manually again for June, which I did on June 12th, leaving a zero balance. On June 14th, Dish charged the checking account that I tried to change over and over again, causing a $36 NSF charge.

I contacted Dish and the rep I spoke with said they saw that it did charge my checking account in error and they would refund the $45.67 payment but would not credit the NSF charge. Since it was not my fault that I was charged this fee, as I did exactly what the reps have told me to do, I wanted this credited back. I spoke with multiple reps and supervisors and finally spoke with DISH Networks Executive Resolution Team member Kelly Ouedraogo on June 16th. She advised me to fax in my bank statement showing the erroneous charge from Dish caused the overdraft fee and she would credit it. I faxed it in that night and waited to hear back; she did tell me it could take 24 hours.

To this day, July 12th, I still have not received a call back from Kelly nor has my account been credited the fee. I called her back approx 10 times, leaving my name and phone number, requesting over and over that she contact me. Today I called and spoke with another rep from the Executive Reso team who confirmed Kelly still works there but had no idea why she hadn't called me back.

What kind of customer service does this company have? First, why do I have to go through 10 different reps to have something credited back that was not my fault in the first place? They admitted it charged me in error, so why refuse to fix the issue and credit the $36? Second, how can you have someone working in the "Executive Resolution" department just stiff a customer and never contact them again? I worked in customer service for over 7 years and I can't imagine treating a customer this way.

I am now waiting to hear back from the rep I spoke with today and I really hope this can be taken care of. I am not asking for anything more than the money back I was charged in error. I have filed a complaint with the BBB and can't believe it's had to go this far. I can't wait for my 2 year contract to be up so I never have to deal with this company again.

This report was posted on Ripoff Report on 07/12/2011 01:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dish-Network/Meridian-Colorado-/Dish-Network-Executive-Resolution-Team-lies-and-doesnt-do-as-promised-Meridian-Colorad-751986. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

do what i'm doing

AUTHOR: tylerMC - (United States of America)

As much as these people respnd to you and say they will help, you and I both know they won't. I'm currently going through some crap with them and decided to stop going through them. I'm going through our state attorney generals office and better business bureau. I've found thousands upon thousands of people that are in or have been in class action suits against this company. From your post it sounds like they have committed some fraudelent transactions on an account you didn't authorize them to tap into anymore.. just saying.....
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#2 Consumer Comment

This is horses**t

AUTHOR: smackdown - (USA)

these guys arent gonna do anything for you.
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#3 UPDATE Employee

Response to Samantha

AUTHOR: MikeJH@DISH Network - (USA)

Samantha,

It would be my pleasure to assist you with any issues that you have been facing with DISH Network. I am sorry to hear that you have been having issues with our customer service. We pride ourselves on our customer service that we provide and try to be the best at it. Sitting on hold for 37 minutes
is unacceptable and will be addressed. I will provide you my email address so we can get these issues resolved. [email protected]
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#4 Author of original report

Response to Michael

AUTHOR: SamanthaTN - (United States of America)

Michael,

I appreciate you taking the time to try and help the situation since it seems no one else working there wants to help anyone. Your email was blocked on this site, so I can't email you but please know that it has gotten even worse with your company over the last week and I have been treated like crap by the reps I've contacted. I asked for a supervisor because my service was suspended 3 times in 2 days for NO REASON and was hung up on. Then I called back and asked for Executive Resolutions and was told NO... so I asked for a super and was told "they were busy with another customer and it would take a few minutes". The rep put me on hold for 37 minutes!!!! THIRTY SEVEN minutes and never came back to update me or see if I was still breathing. Seriously, I WOULD BE FIRED if I acted like this towards a PAYING CUSTOMER.
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#5 UPDATE Employee

DISH Network

AUTHOR: MikeJH@DISH Network - (USA)

Hi there Samantha! I happened to read your post & I'm extremely sorry to hear about all these issues you have experienced with DISH Network! I'll introduce myself, my name is Michael Hurst & I work for DISH Network, in our Executive Resolutions Department & I would be more then happy to help you get this resolved. Since this is a public forum you can e-mail me if you'd like with any additional information & then you & I can work together and definitely make sure we get this all fixed for you! My
email is (((ROR redacted))) Take care & Hope to hear from you soon! Michael

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