I had called Dish to make arrangements to cancel my service. I did not catch the name of the representative I talked to, but I asked him about the $400 deposit I had paid in order to get my service connected. He asked when I had "supposedly" paid this deposit. I explained that because I had used cash rather than credit card, I paid a deposit of $400 that was being credited back to my account each month in $5 increments. I hooked up my service in April. He asked again when I had "supposedly" paid this deposit. I tried explaining again, then asked if the outstanding balance of $110 could be taken from that deposit. He informed me that the deposit was "probably used up". I asked probably or was? He said it was. I said are you sure? He said yes ma'am I am. I asked again if he was sure, he said yes, he was looking at my account and the balance was used up. Dropping it for the moment, we continued with the call. I did the math - if I am gettin a $5 credit/month, there is NO way the deposit was even close to being gone.
At the end of the call, I asked if I was speaking to customer service or billing. He said yes. I asked which it was, he asked why I wanted to know.
I told him that I had done the math, and that there was no way the deposit had been used up. He then actually LOOKED at my account, and said ok I see that you're getting a credit back monthly but I don't know what it is for.
I told him AGAIN that it was the deposit I had paid, and this time he actually managed to look and see that it was there, but told me that I couldn't use it to pay my outstanding balance or get any of the money back.
Now, I am completely willing to agree that if it was a non refundable deposit, it is partially my fault for not making sure I understood that when I hooked up my service. However, the representative lied to me several times during the call, which in my book is absolutely inexcusable.
Rather than actually looking up what I was asking, he chose to lie to me multiple times, tell me he HAD looked it up, and proceeded to give me incorrect information. He insinuated that I was lying about the deposit with his use of the word "supposedly", and gave me one of the worst customer service experiences I have ever had the misfortune of encountering.
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