Echostar / Dish Network
Illegally billed me, illegally changed my contract no documentation

When we signed up for Dish, the box they delivered was broken. We called to get it replaced and they wanted to charge us to do so. Since it was within the first three months of signing up, they were not allowed to charge us, per the contract. However, when their tech showed up he did not have the proper replacement box and swapped out the box with one that was in the back of his truck. The box turned out to be defective and we called to have it replaced around January.

I was told I would have to pay for the tech to come back out. I spent several hours over several days on the phone with Dish explaining that the box their tech delivered was the incorrect one. I was also told I would have to renew my contract if I did not want to be charged. I refused and eventually Dish agreed to send a tech out to replace the defective box at no charge.

However, in May a charge for the visit appeared on my bill. I again spent several days on the phone with Dish trying to resolve this erroneous charge. I ended up speaking with Executive Resolution Manager, Nathan Matsoukas who removed the charge and offered us a discount on our bill for the problems. At no time was renewing my contract discussed or agreed to in this conversation.

On July 17th, I called to cancel my service as my contract was now up. At that point, the customer service contacts went through a course of questions trying to convince me not to cancel. Up to this point, I had written several emails and made numerous phone calls complaining about the service and other than the call with Nathan Matsoukas on May 27 was ignored. I was also told on July 17th that I had renewed my contract in January.

I disputed this information as I had refused to renew. After rotating through several customer service associates I was able to cancel the service and was told by Lauren (code: HIR) that there would be no further charges and that Dish did not have any paperwork confirming any such renewal. I asked her if one of her employees than illegally altered my account, of which she said she could not attest to this.

I received a bill on August 14 for the months of Aug-September and have left messages with Communication Director Kathy Gonzales and Francie Bauer, as well as Nathan Matsoukas letting them know I am pursuing legal complaints against Echostar for both illegally altering my account and contract terms, as well as illegally adding charges to my bill, and lastly failing to cancel my service even after being notified on July 17th that I would not be renewing, as my contract terms ended May.

Company: Echostar / Dish Network
Country: USA
State: Colorado
City: Littleton
Address: 5701 South Santa Fe Drive

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