I subscribed to Dish Network for over 3 years. None of my equipment was ever upgraded. I didn't really have much trouble with them (other than I didn't have a phone jack near my TV so I had to pay an extra $5 per receiver monthly-but that's another story) until I started getting messages on my television screen that I needed to install my "smart card".
Well I hadn't received any smart cards. I thought it must be something that didn't pertain to me until the dish went off. When I called customer service they said that it was because I did not have my smart cards installed. I told them I didn't get any and they said that it would take about 10 days to get them to me. I asked if I was going to have to be without reception on my television for that long and she said yes.
I had been thinking about changing to Direct TV anyway, so I called Direct TV and scheduled an install with them.
I called back Dish to discontinue my service.By this time we were without reception for about 2 weeks. I still didn't have any smart cards, but when I told them I was changing service, they remotely turned my service back on.
(This was after we were without service for 2 weeks after my conversation with them the first time).
Dish said that they would send me boxes and I would need to return the receivers and remotes. When I got the boxes, they wanted me to take apart the sattelite too. I tried to do that, but was unable to get it off. My son finally got it taken apart.
In the meantime, I was checking my bank balance and found that I was overdrawn. I checked into why that was and found that Dish had debited my bank card for $599.80. The extra debit has caused $150.00 in insufficient fund charges for checks I had written. So now my bank account is down $750.00. I called customer service at Dish Billing. When I called them they said that they had not received my equipment back (3 year old equipment) timely and they would refund it when they received the equipment back.
I told them that I would return the equipment that day and asked if they would expedite refunding the money to me. The Customer Service Rep said that he could not do that. I finally asked to speak with his supervisor.
After much conversation, the supervisor said that if I would get the box in the mail and call them with the tracking number, that he would put a note of my file telling whoever answered the phone to refund my money because that would be proof that I had sent something back to them.
I left work 1 1/2 hours early and drove to the nearest town with UPS service (23 miles away). I mailed the boxes and got a tracking number. I called the Billing Customer number again and explained what I wanted. She said that there was a note on the file, but policy said that they had to get the actual equipment back before they could refund my account, but to watch the tracking number and when it shows that it was back to call again and they would issue a refund.
By this time, I was pretty sure that I had been getting the run around, so I filed a complaint with the Colorade Better Business Bureau. I don't think that will come to anything, though, because it shows that the CO BBB rated Dish with a "B" grade. This is even though they have had 13,078 complaints about them in the last 36 months. (The CEO and BBB Manager must play golf together)
Well, I tracked it and it showed that the package was received at noon today. So I texted Customer Service.
Today's Customer Service person told me that before they could issue a refund that the engineering department had to check it out. (This would take 1-2 business days).
THAT WAS IT! I googled Dish network and found this site. I also found the information about talking to the Executive offices.
So, my next step was to call the Executive office. My call was answered by Christine and she wanted to know how I had gotten Rachel Dye's name when I asked for her by name. I told her that I had googled her. She said Ms. Dye did not take calls, but she would help me.
I explained my dimema to Christine. She said that she would go ahead and credit back my account, but could not do anything about the insufficient check charges that their debit had caused me to incur. She also said that she would expedite the money being up back into my acount. I asked her how long that would take. She answered 3-5 business days.
So here I sit in limbo hoping that no more checks come in before I can cover them.
Can't ANYONE Do anything about this Company ripping people off???
Debie
Chelsea, Oklahoma
U.S.A.
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