Business Profile

Cable TVs

DISH Network, LLC

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Complaints

This profile includes complaints for DISH Network, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,007 total complaints in the last 3 years.
756 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/08/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
August 1st discontinued from Dish, today is September 8th received no boxes after numerous attempts to require! Now want me to buy their equipment!
Business Response
Date: 09/29/2022
September 29, 2022

******************************
530 ******************************** 72396

Re:          BBB Complaint #********
                **************** - ************

Dear ******************:

On September 9, 2022, we received your complaint, dated September 8, 2022, filed with the Better Business Bureau.

You stated that you disconnected your service on August 1, 2022. You expressed concern that as of September 8, 2022, you have not received the equipment return kit.

When we spoke on September 29, 2022, I informed you that our records show *** attempted to drop off the return kit on September 14 and 21, 2022, but both times the delivery was refused. I offered to have *********** the equipment and I updated your account address as requested. You agreed to contact me once it ships or if *** fails to perform the pickup.

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.
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************

cc:           ****** / ******* Better Business Bureau
                ****************************************
                ******, ** 80210

                *****************************
Initial Complaint
Date:09/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Dish in July that the *********** was not working. It keeps saying that its unavailable. A tech came out and replaced the box in August and its still not working. The tech said after replacing the new box it will take a few boot *** before it will work. Well that was 3 weeks ago and its still not working, I called customer service and was told that they would have to do it manually and will be resolve in 72 hours. Well its been 2 weeks & still not fix!!!! So its been right at 2 months that I havent been able to use the ***********. If yall cant or wont fix it, than you need to give me some kind of discount on my bill each month for not being able to access the ***********. Thank you for your response in this matter. ************************* ************
Business Response
Date: 09/29/2022
September 26, 2022

*****************************
111 ************.
*******, ** 32177

Re:          BBB Complaint #********
                **************** - ************

Dear ******************:

On September 8, 2022, we received your complaint, dated September 2, 2022, filed with the Better Business Bureau.

You stated that you are unable to use your receivers search function. You requested that we fix the issue, or provide monthly credits.

When we spoke by phone this afternoon, I advised you that our best course of action is to have a technician sent to your home to address this issue. We scheduled a technician visit for Monday, October 3, 2022,between 2:00 pm and 4:00 pm. I advised you to contact me after this visit if the issues have not been resolved.

As a courtesy, I applied a $20.00 monthly credit to your account for the next six months.

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.
Monday - Friday 8:00 am to 4:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 80210

*********************
Initial Complaint
Date:09/07/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a call to Dish Network on 7 September 2022 at approximately 10:23 am (EST) in regards to cancelling my account. After waiting on hold for over 35 minutes, I spoke with Senior Account Specialist, ********* (Employee # GTG), from ********. ********* kept me on the phone with him for almost 20 minutes refusing to let me cancel my services and kept asking questions that I had already answered about my experience with Dish. I asked almost 10 times through the conversation to just cancel my services but he proceeded to continue asking questions. I ended up being on the phone for over 50 minutes during this call. After telling ********* that I dont want to answer any more questions and that I wanted to cancel, he still pestered me with more questions. I asked to speak to his manager but he did not comply. Finally, I told him that I just wanted to be off the phone and have my contract cancelled, he read through his prompt for cancellation and stated Id need to pay for returning equipment. I believe that I should not be charged a return fee for having my time wasted the way it was over the phone with *********. I would like to be refunded my return fee.
Business Response
Date: 09/26/2022
September 23, 2022

Mr.*****************
98 *****************.
************,** 17202

Re:          BBB Complaint #********
                **************** - ************

Dear **************:

On September 7, 2022, we received your complaint, dated September 7, 2022, filed with the Better Business Bureau.

You expressed concern with the amount of time it took to cancel your service and with our agents behavior on the call. You said he would not close the account,refused your request to speak with a manager, and informed you of a $15.00 return fee that is charged when you close an account. Due to the time you wasted on this call, you requested a refund of the return fee.

When we spoke on September 23, 2022, I apologized for your experience. I also explained that I reviewed the call you made to cancel your service and I will provide feedback to our agent. We discussed the equipment return fee and the timeline on returning the equipment. I made an exception and credited the equipment return fee on your account.

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.
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************

cc:           ****** / ******* Better Business Bureau
                ********************************************************************************************************************************************************* 80210

                *****************************
Initial Complaint
Date:09/06/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have dish and they said that signal is 100% realible but that a lies my signal never pass 40% i always losing my signal in very sunny skies plus you paying for channels that they removed the signal ***** even on good weather you call for support but they charge you for go to check the dish they are robbing the money for service badly poor i the are ripping me off of money for a back signal that why i am counting the days to toss out dish and go back to cable where a should never switch paying almost $220 for ******* signal more than i watch tv this is why i was force to buy a fire stick to watch tv beacause of the bad signal i can not wait to finish the contract with and i have dish protect and i still have to paid for someone to come to my house to check the dish what a ripoff my next step will be file a lawsue in court for stealing money
Business Response
Date: 09/26/2022
September 25, 2022

Mr. *****************
90 12th St.
***********, ** 34769

Re:          BBB Complaint #********
                **************** - ************

Dear ************:

On September 7, 2022, we received your complaint, dated September 6, 2022, filed with the Better Business Bureau.

You said that you have experienced signal issues and you are paying for channels that have been removed. You also stated that when you call for support, there is a charge for a technician visit even though you subscribe to the Protection Plan. You also mentioned that you are paying $220.00, but lose signal more than you watch TV and were forced to purchase an Amazon FireStick.

I attempted to address your concerns on September 12, 2022,when I received your email. My attempts to reach you by phone on September 12 and 13, 2022, were unsuccessful; however, I left two messages. I also sent you an email and offered to schedule a technician visit to resolve the issues. The only response that I received from you was that you were again experiencing signal loss during a sunny day. I responded to this email and offered to schedule a technician visit; however, you did not respond.

A review of your account does not show that you contacted us to report ongoing technical issues. Although you called in on October 7, 2021,this was regarding recording conflicts. You declined our offer to exchange the equipment (to provide additional recording capabilities) because the cost ($50.00) and the $95.00 technician visit fee. Our agent offered to add the Protection Plan to your account free for one month to cover the technician visit fee, but you declined. Even though you did not have the Protection Plan on your account at this time, our records show that you added it through your online account on October 15, 2021; therefore, there is no cost for a technician visit (as of this date). The only record that we have of you reporting signal issues is on December 25, 2021. Our Technical Support Team resolved the issues on the same day while you were on the call: there was no discussion of a technician visit being needed.

While you stated that you are paying for channels that were removed, you did not provide additional details. Per your contractual agreement, we disclose that some programming may not be available for some or all of the remaining term of your agreement.

Please note that the monthly rate for your ******** Top 250 package, local channels and equipment is $109.99 (plus tax). However, you also subscribe to several add-on packages for an additional $89.98 (plus tax). Our records show that these packages have been added through your online account during the time you claim to have experienced signal loss.

On September 22, 2022, we received your Notice of Dispute and have responded accordingly.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*****************
Sr. Corporate Case Manager
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Sunday-Thursday, 6:30 am-3:00 pm MT
**************

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 80210

*********************
Customer Answer
Date: 09/26/2022
According to dish if you purchase dish protect technicians visit would be free so that means if I have dish protect I still have to paid for a visit ripoff my next step will be call the news let them khow that I am been ripoff by dish show them all my evidence and if necessary go to court for ripoff
Initial Complaint
Date:09/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
sept 6 i spent an hour on the phone ordering suppose to be 200 channels got the email where they took it from bank it was 120 channels at the price of ***** price was right but missing 60 channels i called in was on hold 3 hours switched to 4 departments when i finally got someone explained what was going on and since they record told her to listen to recording of promises she basically told me tough if i wanted the 200 package it would be 40 a month more and she didn't care what her employee had said. It also was suppose to be free install then i was asked for ***** for his company wasn't for install
Business Response
Date: 09/08/2022
September 7, 2022

*********************************
89 *******************.
***********, ** 30516

Re:          BBB Complaint #********
                **************** - ************

Dear ********************:

On September 7, 2022, we received your complaint, dated September 6, 2022, filed with the Better Business Bureau.

You stated that you were told your programming package would include 200 channels at a monthly rate of $64.88, but ************ Top 120 package did not have that amount. You also said that you were advised the installation would be free, but you were asked to pay a $49.95 fee.

Please be advised that our records show that your installation has been canceled and your service agreement waived with no penalty.

A review of your account shows that you were installed through a 3rd party retail partner, Best Satellite TV. The $49.95 fee was a processing fee charged by this independent retailer. To dispute this fee, please contact Best Satellite TV directly.

We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.

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.
Monday - Friday 8:00 am to 4:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 80210

*********************
Customer Answer
Date: 09/08/2022

Complaint: 17924753

I am rejecting this response because:

Sincerely,

***************************** the money was paid to dish not 3rd party and your agent told me it was 200 channels over and over again not 120 not 190 it was 200
Initial Complaint
Date:09/05/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On or about 12/18/21 I ordered ************ at ***** per mo plus $10 for equipment with .08 cents surcharges for a total of ***** per mo.Within 6 months I was charged an additional ***** for some protection that I never ordered per the first bill that says no addons or anything else.About a month ago I began remodeling and had to disconnect service until it was finished so I called to ask that the service be placed on a hold, and they did for $5 per month.During the past few weeks I realized I can do without Dish by only streaming. Due to the economy and my home remodeling costs, I am forced to cut expenses. In December 2021, I ordered ******** No ***************** as advertised then and still today. I cannot tell you what they did because I am 63 years old and cannot remember every detail from 9 months ago but after this experience Im taping all my financial conversations.I called on 9/1 and spoke with ***** to cancel service. They had so many questions/caveats that by the time they connected me to the rep to cancel, it was 45 minutes, I was exhausted and hung up.I called back on 9/3 and spoke with *****. I told him to disconnect service and he insisted I'm on a 2-yr contract with early termination fees and it's in the email they sent me. I didn't read all the fine print in their confirmation email because I was sure of what I ordered. And before my call, my spouse and I searched for no-contract satellite dish service and their offer popped up and that is what I responded to. My spouse and I saw this: https://www.dishmyhome.com/dish-tv/dish-tv-no-contract-flex-tv/.I told ***** about this and he never addressed it. He did explain what the $10 extra fee after the first 6 mos was for.I think they are shady and somehow taking advantage of me. I would like for them to reconsider and delete their extra fee of 305.40.Please explain how my spouse and I made such a huge mistake responding to their own ad. Thank you
Business Response
Date: 10/04/2022
October 4, 2022

Mr. *******************************
135 ************.
*********, ** 62939

Re:          BBB Complaint #********
                **************** - ************

Dear ********************:

On September 6, 2022, we received your complaint, dated September 5, 2022, filed with the Better Business Bureau.

You stated that when you signed up for DISH Network, you selected the offer that did not come with a contract ********** You requested that the early termination fee be reversed and your payment be refunded.

My attempt to contact you on October 3, 2022, was unsuccessful, but I left a voice message requesting you to return my call.

Your account was established through a sales partner,********************. At the point of sale, you had the option to select from two promotions: ******** which provides customers the flexibility to buy their equipment and use the service on a month-to-month basis, or the Digital Home Advantage (DHA), which comes with a 24-month commitment that does not require any upfront equipment fees. The promotion you selected was the Digital Home Advantage.

With this offer, you were provided additional incentives of DISH Protect free for six months, a ****** savings of $5.00 a month, and a $5.00 savings for selecting electronic billing and autopay for 24 months. Each savings is listed as a credit adjustment and is counted down on each monthly statement, for example: DISH Protect $9.99 1 of 6.

Enclosed is a copy of the March 4, 2022, statement. This billing ledger reflects the last month that you received DISH Protect free of charge. If you were not interested in the service, you were able to remove it at any time.

Enclosed is a copy of your DHA agreement, where it specifies that if you disconnect before the end of your term agreement, then you would be charged an early termination fee.

Nevertheless, in the interest of customer service, I have removed your early termination fee and submitted a refund of $280.00. Please allow three to five business days for processing.

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.
Phone Hours: Monday Friday 7:00 AM 3:30 PM MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

                *********************
Initial Complaint
Date:09/05/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
About 3 weeks ago I called dish to pause my service. The lady on the phone said my promotions would remain valid if I called to re instate service despite the auto phone confirmation saying that promotions wouldn't be valid after resuming service. The lady again confirmed that I would get my promo price of $86 a month. Flash forward 3 weeks we call to unpause service, the agent did not tell me I would get a prorated charge of $55 and another huge bill for $97. I am over them sliding in fees and charges their agents are not telling us about and than telling false information so we will resume service. I want a refund of my $55 and I want to cancel my service with a waived cancelation fee for this dishonesty and bait and switch or free service till my contract runs out in April.
Business Response
Date: 09/07/2022
September 7, 2022

*************************
2527 ***********.
*********, ** 42445

Re:          BBB Complaint #********
                **************** - ************

Dear ****************:

On September 6, 2022, we received your complaint, dated September 5, 2022, filed with the Better Business Bureau.

You stated that you had put your account on pause and then you had been advised that you would be able to keep your current promotions once your service was reinstated. However, when you reinstated service you found that you lost these promotions. You said you were not advised that you would be charged a prorated fee when reinstating your services. You requested a refund of the prorated $55.00 charge and requested to be release from your service commitment with no penalty.

When we spoke by phone today, I advised you that a review of your call shows that you were told you would lose your current promotions by our automated system. Nevertheless, I have waived your early termination fee and equipment return fee. You told me you would call back later to schedule your disconnection.

Please also note that this call review shows you were properly advised of the prorated charges associated with reinstating your service. We maintain that this charge is valid. However, as a courtesy, please contact me directly once your account has been disconnected and I will waive the prorated fees for your last service period.

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.
Phone Hours: Monday - Friday 8:00 am to 4:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

*********************
Customer Answer
Date: 09/08/2022

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.

However, if you keep the responses from business for your records, i would like to note the resolution for cancelation of my contract was not just because a phone recording told me I would lose promotions. He had admitted the review of the phone call proved the agent had mis spoke and lied about when service would resume and therefore I was in the right to have those fees waved. Dish needs to tell the entire narrative not what fits them best.
Sincerely,

*********************
Initial Complaint
Date:09/03/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May of this year I payed my bill with dish and told them to shut off the service. I was moving and didn't want it. They offered me other stuff and I said no shut it off. June rolls around and I received a bill. I called and they did not show a cancelation in the system but will put it in and this will be my last bill. July comes along and I get a notice that a technician was coming to my old house. He called and said he was coming to hook up dish. I told him it was supposed to have been canceled. He said this happens alot. He look me up and said keep the equipment because it was too old and just recycled it. He gave me a number and the guy said there was no cancelation but he was putting it in and just throw the equipment because it was too old and I didn't owe anything. I received a bill today in a email and called again. She said I was offered to optimize my account what ever that meet. I said no. I have called ever month since and nobody will turn it off. Called today twice and the last person said it was canceled finally but I owe for Sept and October even though the note in June said what'd it canceled. They are trying to say they didn't cancel it because I was interested in their which I was not.
Business Response
Date: 09/26/2022
September 21, 2022

*******************************
1016 **************.
************, ** 72801

Re:          BBB Complaint #********
                **************** - ************

Dear **********************:

On September 6, 2022, we received your complaint, dated September 3, 2022, filed with the Better Business Bureau.

You stated that you had called in to cancel your service,but the service was never disconnected. You requested that we confirm your service is disconnected and that we waive any charges after you called to cancel on June 21, 2022.

When we spoke by phone today, I advised you that a review of your call from June 21, 2022, shows that you initially did request cancellation of your service, but you ultimately stated that you would think about your options and call back to make a change. Nevertheless, as a courtesy, I have waived all charges to the account after this phone call. Your service is disconnected and no further payment is expected.

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.
Monday - Friday 8:00 am to 4:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

*********************
Initial Complaint
Date:09/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
It is impossible to cancel the service, I have been trying to do that but they keep me waiting at the phone number ************ , you can try it yourself and see that just a dumb music is playing with no one ever responding to your request.I want 109U$ back for the last month billed.
Business Response
Date: 09/29/2022
September 28, 2022

************************
1170 **********.
******,** 95020

Re:          BBB Complaint #********
                **************** - ************

Dear ****************:

On September 6, 2022, we received your complaint, dated September 3, 2022, filed with the Better Business Bureau.

You indicated that you have been unsuccessful in attempting to cancel your service.You requested a refund of your last payment of $109.00.

A review of your account reveals that, per your request, your service was disconnected effective September 3, 2022.

The most recent payment received of $109.62 was applied to service from August 8,2022, through September 3, 2022. In addition, a $15.00 equipment return fee was applied to your account upon cancellation. As a result, a refund has been processed for the remaining credit balance of $1.17.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. We strive to provide excellent 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 Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday Friday 7:00 AM 3:30 PM MT
**************

cc:           ****** / ******* Better Business Bureau
                ********************************************************************************************************************************************************* 80210

                *********************
Initial Complaint
Date:09/02/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Feb 22 we signed up to Dish Network signed up for 2 years contract with Dish They sent us a $400.00 gift card Valid Thru 08/22 Dish canceled the card on August 1, removing our balance of $264.04.I contacted Card HOLDER SUPPORT, they ran an investigation and said the system that generated the card (DISH)took the balance and canceled the card. I asked had the card expired and they replied NO. Told me to contact **** and offered their#. I called Dish on Aug 22,22 and ask them why they took the money, they said they didn't, couldn't do that and wouldn't do that. I called back the next day and ask that an investigation into my problem be done. Was on hold for 14 minutes and disconnected. Called back and talked to an agent named ******. She took down my whole story said she was sure a mistake had been made and to please give the *************** 7 days to go over the problem. I called back in 8 days and talked with a Senior Resolution ********* and he said the card EXPIRED on Aug 1. I replied the card reads VALID THRU 08/22 he said that means the 1st of Aug!!! I replied what does VALID THRU mean to you? He said every credit card, debit card,gift card in my wallet says ********** and they expire on the 1st of the month printed. He said I will give you $150.00 credit, I said you keep your $150.00 I want whats due me and that is $264.04. He said have a nice day. I called one more time and got another Senior Agent by the name of *****, she said we are not taking this any further, I said I called all my credit, debit and banks and they all said VALID THRU means to the end of the month that is printed on the card. ****** said she didn't care what the other outfits said, I said then ****** it, it is very clear. We can not help you any further. I said don't you think you are cheating your valued customers by not telling them your rules about expiring gift cards, she said no.
Business Response
Date: 09/26/2022
September 24, 2022

***********************
PO Box 1154
*******, ** 89040

Re:          BBB Complaint #********
                **************** - ************

Dear ************:

On September 6, 2022, we received your complaint,dated September 2, 2022, filed with the Better Business Bureau.

You said you received a $400.00 gift card and $264.04 was lost when the card expired on August 1, 2022. You stated that you were previously offered a $150.00 credit, which you declined. You requested a refund or a replacement of the $264.04 that you lost.

When we spoke, I offered you a $264.04 credit. You accepted the offer and said you consider the matter resolved.

We strive to provide excellent 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 Escalations Team
DISH Network, L.L.C.
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************

cc:           ****** / ******* Better Business Bureau
                *********************************., #***
                ******,** 80210

*********************
Customer Answer
Date: 09/26/2022

Complaint: 17901278

I am rejecting this response because;
It amazes me that this is the solution that *************** came away with after our phone conversation on September 6th 2022. 1st sentence: I did not say I had lost $264.04 when my card expired on Aug 1,2022. What I said was: Dish closed my account one month early and TOOK my balance of $264.04. My card clearly states VALID THRU 8/22, Dish took my money on Aug 1, 2022. and closed the card. I started my enquiries about this problem with DISH on Aug 15th, **** told "WE DON'T do that kind of thing!!" I then reached out to Cardholder Support, they informed me that Dish did indeed cancel my card and remove the balance, I asked "was my card expired?" and they said NO, it expires the last day of Aug 2022. Back to Dish for some more answers.They offered me $150.00 and I said no, you took $264.04 why would I accept $150? They responded well thats what we are offering, I said you keep it, you are wrong and you know it. I reached out one more time to their resolution department and talked with "******" she quickly informed me that this case was over and Dish was closing the case. So I went to BBB for support because I felt whole heartedly that I had been wronged. No responce from Dish, I contacte BBB again and they said they would try and contact Dish again.
*************** offered me $264.04 credit on our Dish account, I told him I couldn't buy gas or milk with credit on my Dish account he said I will put $264.04 refund on your credit card ending in ______. the account the Dish bills monthly for our ************* I said okay, how does that work, he responded I will refund $264.04 to your credit card that we do business with on your Dish account.That is what I agreed to NOT credit that would help Dish but a refund that would replace the money they took from me.

Sincerely,
*******************

Business Response
Date: 10/03/2022
September 30, 2022

***********************
PO Box 1154
*******, ** 89040

Re:          BBB Complaint #********
                **************** - ************

Dear ************:

On September 29, 2022, we received your rebuttal,dated September 29, 2022, filed with the Better Business Bureau.

You inquired if the $264.04 would be issued as a credit or a refund.

A credit of $264.04 was issued and three refunds were submitted on September 22, 2022, in the amounts of $107.08, $107.08, and $49.88,for a total refund amount of $264.04. Please allow up to seven business days for processing.

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.
Phone Hours: Tuesday Saturday, 8:00 am 4:30 pm MT
**************

cc:           ****** / ******* Better Business Bureau
                *********************************., #***
                ******,** 80210

*********************
Customer Answer
Date: 10/05/2022

Complaint: 17901278

I am rejecting this response because: Dish gave us a $400.00 Gift Card as a debit card to be valid thru 08/22, on 08/01/2022 they canceled the card and withdrew our remaining balance $264.04 that is exactly the amount I want returned. Not credit on our account that you automatically charge our credit card for, $264.04 that you took from us. I see on our account where you charged us $264.04 then you refunded $264.04 ???? I don't know what kind of games you are playing. Just write us a check for $264.04 and we will call it good.
Sincerely,

*******************
Business Response
Date: 10/14/2022
October 13, 2022

***********************
PO Box 1154
*******, ** 89040

Re:          BBB Complaint #********
                **************** - ************

Dear ************:

On October 7, 2022, we received your second rebuttal,dated October 7, 2022, filed with the Better Business Bureau.

You maintain your request for a $264.04 refund.

As previously stated, a $264.04 refund was submitted and processed on September 26, 2022, to the credit card ending in ****.

On August 1, 2022, your $400.00 gift card expired, and on September 24, 2022, you accepted my resolution noted above.

While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint. At this point,we respectfully consider the issue closed.

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.
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************

cc:           ****** / ******* Better Business Bureau
                *********************************., #***
                ******,** 80210

*********************
Customer Answer
Date: 10/19/2022

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,

*******************

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DISH Network, LLC is NOT a BBB Accredited Business.