I am writing to express my frustration with Dish Network %u2019s customer service. As of right now, Dish Network is threatening to charge my account over $450 after previously promising on more than one occasion, through multiple representatives, that these fees would not be charged.
During the second to last week of May I called to inform Dish that I would be moving to an apartment that does not allow satellite dishes. The customer service representative told me that, since continuing their service would be infeasible, I would not be charged cancellation fees.instead, a Dish satellite installer to inspect my apartment to confirm that service could not be continued. That following Wednesday, I called again to officially cancel service, and a separate customer service representative re-confirmed that I would not be charged due to the conditions of my relocation. He informed me that Dish would send us boxes to return the receiver, free of charge, within 10 days.
Ten days later, no box had arrived. I called Dish to have them re-send new boxes to my new interim address. Again, no boxes appeared. We then called Dish on three separate occasions to inquire about when our shipping boxes would arrive. They continually informed us that we should use their boxes, that they were on their way, and that we would not be charged.
On July 7, I received an automated voicemail message from Dish saying that they were going to charge $200 for our receiver since it had not been returned. We called Dish customer service to inform them that the reason we had not sent the receiver was because we were waiting for the shipping box that they advised us to use. The Dish representative told us to pay to ship the receiver on our own, threatening to charge us the $200 anyway, whether they received the package or not.
Then, Dish informed us that we now owed an additional $250 in cancellation fees. We told this representative that we had been promised in two prior instances that these fees had been waived. Dish refused to acknowledge this promise as well, insisting on charging a total of over $450 for the receiver and cancellation.
I am requesting that Dish Network acknowledges its poor management as evidenced by all of these mixed messages and threats and fulfills its original promises by:
1. Waiving the cancellation fee as promised
2. Dropping the $200 receiver charge incurred by their failure to follow up on their multiple promises to send shipping boxes
3. Providing reimbursement for the receiver shipment that we have now taken on as a result of their threats
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