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.