DISH billing abuse

retorq

Thread Starter
SatelliteGuys Pro
Jan 13, 2006
189
0
So recently I upgraded to a new 211, new dish, switch and HD Platinum. First, they wanted a credit card over the phone and then later billed my account the $49 instead of the credit card I gave them, why ask for a credit card if you are going to bill me anyways?!. I returned my old 811, the installer took the old LNB. The other day I just happened to check my bank account and DISH took $100 out. I called them up, the guy on the phone says they didn't gt my equipmemt. I hang up, grab the shipping stuff from UPS, it was delivered three days ago!? My wife calls them back and asks to speak to a supervisor, no dice. I hate that, they basically tell us they don't have the equipment, we give them the tags and about 10 minutes later, Opps sorry it's our fault. Refund will take 10 days. The NEXT DAY they bill us another $50!! Son of a !@#(&!@(#!! We call them back, they say they made an error when they said it was their error, so I guess it was still our error. No supervisor, no refunds, just BS. We called the bank, the bank was on the line when we called DISH back. Again refused supervisor, after about 5 minutes the bank lady introduced herself and only then did they put a supervisor on the phone. Ohh we do have the euqipment, we'll credit your account, it will take 7 days. My DISH bill still shows $300+ in equipment charges, and my bank account is all screwed up. I can't be the only one, am I?? I've heard of tech nightmares but never a billing error like this. :mad:
 

atvman

SatelliteGuys Family
Apr 12, 2004
89
0
Billing

I just got off the phone with Dish because I noticed that they were charging me $22.99 for Starz and HBO which should be $20 per month. They did correct the bill. When I asked them if I had the Home Protection Plan added to my account would I be able to get the 501 remote replaced for free he said no, I would have to pay for a service call. BS! I thought they would ship you a new one and you sent yours back. Service call for a remote, ya right!
 

Nevada_MO_Guy

SatelliteGuys Family
May 15, 2006
46
0
Nevada, Missouri
retorq said:
So recently I upgraded to a new 211, new dish, switch and HD Platinum.

My DISH bill still shows $300+ in equipment charges
That is pretty high on the "That sucks meter".

$200 of your bill is for the first 2 months of service for the Platinum package....so once you get the extra $100 problem solved you should just get a normal bill.

Good luck. :up
 

Nevada_MO_Guy

SatelliteGuys Family
May 15, 2006
46
0
Nevada, Missouri
Allin4greeN said:
!protest Say wha?
The Platinum package is $99.99. So I think his first bill is for two months ($200), but I may be reading it wrong....here is a copy.


Money Back Guarantee Promotion Agreement

TERMS AND CONDITIONS

* All offers require participation in Digital Home Advantage. 30-day guarantee: If customer cancels within 30 days of activation, fees paid by the customer to DISH Network will be refunded, including Activation Fee and monthly programming charges. Exceptions include pay-per-view/video-on-demand charges, lease upgrade fees and payments made to an installation technician at the time of installation. Refund will be made in the same form as payment. A customer who agrees to the 18-month commitment will not be subject to the cancellation fee if service is cancelled within 30 days of activation. $100 offer: A customer who subscribes to qualifying programming and submits a redemption form and copy of a bill with DISH Network services within 60 days of activation will receive a $10.00 credit each month for up to 10 consecutive months. Customer will forfeit any remaining credits in the case of a downgrade from qualifying programming of America’s Top 120, DISH Latino Max, DishHD Silver, Latino HD Gold or higher, or service disconnection prior to 10 months of credits. Maximum number of monthly credits is 10. Visit www.dishnetwork.com/100back for more information. Starz Movie Pack offer: A customer who activates and subscribes to Starz Movie Pack will receive a credit for each of the first 3 months. After 3 months, movie package programming will continue to be billed at then-current price unless customer elects to downgrade within 30 days of end of 3-month period. There will not be a Change of Service Fee for these downgrades. DVR upgrade: A $5.98 per month DISH Network DVR Service fee will be charged for each DISH Player-DVR receiver.

Digital Home Advantage: Pay $49.99 Activation Fee; receive $49.99 credit on first bill with 18-month qualifying programming purchase. Requires Social Security Number, valid major credit card, credit approval and qualifying programming purchase. If qualifying service is terminated prior to end of 18-month period, a cancellation fee equal to the lesser of $240 or $13.33 per cancelled month of service will apply. Equipment must be returned to DISH Network upon termination of qualifying service. Limit 4 tuners per account. Qualifying package price includes a monthly equipment rental fee for the first receiver, based on model of receiver: $5.00 for DISH Player-DVR 522/625, DISH 322, DISH 311; $6.00 for ViP 622 DVR, ViP 211. In addition, customer will be charged a monthly equipment rental fee for each receiver beyond the first, based on model of receiver: $5.00/mo. per DISH Player-DVR 522/625, DISH 322, DISH 311; $6.00/mo. per ViP 622 DVR, ViP 211. A $5.00/mo. additional outlet programming access fee applies for each dual-tuner receiver; fee will be waived monthly for each such receiver continuously connected to Customer’s phone line. Lease upgrade fees may apply for select model receivers, and may apply for a second DVR receiver (based on model).

24-Hour Installation: Not available with online ordering. ViP622 DVR receiver not eligible. Available in most geographic areas; eligibility based on service address. Customers must call by 2 P.M. in applicable time zone to qualify.

ALL EQUIPMENT REMAINS THE PROPERTY OF DISH NETWORK AT ALL TIMES AND MUST BE RETURNED TO DISH NETWORK WITHIN FIFTEEN DAYS OF ACCOUNT DEACTIVATION OR CUSTOMER MUST PAY AN UNRETURNED EQUIPMENT FEE AS FOLLOWS: ViP622 DVR – $400; DISH Player-DVR 522 and 625 – $300; DISH 322 and ViP211 – $200; DISH 311 – $100; Outdoor LNBF and Quad Switch – $100. Customer may be required to pay a $99 lease upgrade fee for a second DISH DVR receiver, based on model. Customer will be required to pay a $49.99 lease upgrade fee for the ViP211 receiver. Customer will be required to pay a $299.99 lease upgrade fee for the ViP622 DVR receiver. The lease upgrade fees are not deposits and are non-refundable after the 30-day guarantee period. Additional charges apply for other configurations. Digital Home Advantage offer is available from DISH Network for new, first-time DISH Network residential customers (only 1 per household) residing in eligible DMAs (based on ZIP code) in the continental United States. Offer expires 6/30/06. All prices, packages and programming subject to change without notice. Number of channels may decline. Local and state sales taxes may apply. Where applicable, monthly equipment rental fees and programming are taxed separately. Activation Fee is completely non-refundable after the 30-day guarantee period. The Digital Home Advantage includes a satellite TV system with an eligible configuration of up to 4 tuners, Standard Professional Installation and choice of qualifying programming, including America’s Top 180, America's Top 120, America’s Top 60 Plus, America’s Top 60, DishFAMILY, DishLATINO
Max, DishLATINO Dos, DishLATINO, Great Wall TV Package, DishHD Bronze, DishHD Silver, DishHD Gold, DishLATINO HD Bronze, DishLATINO HD Silver, DishLATINO HD Gold and Great Wall TV Plus HD Package. Other programming may qualify. For this offer, Standard Professional Installation includes typical installation of one DISH 500 or DISH 1000 antenna (or one SuperDISH antenna if required), typical hook-up of up to 4 tuners to up to 4 TVs and equipment testing. Additional charge of $200 may apply for a SuperDISH antenna required for certain International programming. More complex installations may require additional fees; other installation restrictions apply. Prices valid at time of activation only; additional fees will apply to upgrade after installation. No more than two dual-tuner receivers per account are permitted (including no more than one ViP622 DVR receiver), or a total of four single-tuner receivers per account if no dual-tuner receivers are chosen. Any unreturned equipment fees will automatically be charged to the customer’s DISH Network account or the customer’s credit or debit card provided to DISH Network. Social Security Numbers are used to obtain credit scores and will not be released to third parties except for verification and collection purposes or if required by governmental authorities. Customer authorizes DISH Network to investigate creditworthiness. Customer further authorizes DISH Network to report any payment defaults to credit reporting agencies. Customer acknowledges and agrees that DISH Network is not extending credit and that the unreturned equipment fees are not interest, a credit service fee or a finance charge. DISH Network shall determine eligibility for this offer in its sole and absolute discretion. Programming and other services provided are subject to the terms and conditions of the promotional agreement and Residential Customer Agreement, available at www.dishnetwork.com or upon request. There is a $5.00 Change of Service Fee for each programming change except a $10.00 Change of Service Fee for each Adult programming change. Each of Customer’s receivers must be continuously connected to Customer’s same land-based phone line. The $5.00 per month dual-tuner receiver additional outlet programming access fee(s) will be waived monthly for each such receiver DISH Network’s equipment confirms is continuously connected to Customer’s same land-based phone line. DISH Network’s confirmation process shall be the sole method utilized to determine if Customer’s monthly additional outlet programming access fee(s) will be waived. A $6.00 per month HD Enabling fee will be charged to an account that has one or more HD receivers but doesn’t carry qualifying HD programming, including DishHD Bronze, DishLATINO HD Bronze or higher. The HD Enabling fee will not be charged if the HD functionality has been disabled. The first DISH Network bill covers the first two months of service. All future bills will be for one month of service. With an 18-month commitment, customer will receive DISH Home Protection Plan at no cost for length of commitment. At the end of the 18-month commitment period, customer must call DISH Network to cancel DISH Home Protection Plan or a $5.99 monthly charge will apply for the service. There will not be a Change of Service Fee for this downgrade. Standard warranty includes no-cost repair/replacement of manufacturer defects during the first 90 days. After the first 90 days, a $14.95 shipping charge applies to warranty equipment replacement by mail, and a $99 in-home warranty trip service charge applies. See complete warranty information at www.dishnetwork.com for full terms and conditions. Subscription to adult programming is restricted with the DishFAMILY programming package. ESPN and ESPN2 programming subject to change and blackout restrictions, and is licensed separately for residential and commercial use. Some games telecast locally may also be included in ESPN packages. FOX Sports Networks programming subject to blackout restrictions and licensed for residential use only. Regional sports networks not available in all areas. Local channels by satellite are only available to customers who reside in the specified local Designated Market Area (DMA). Channels may vary by market. Local channels may require an additional dish antenna or SuperDISH antenna from DISH Network, installed free of any charges with subscription to local channels at time of initial installation. Cities subject to change without notice. Distant Networks packages by satellite are only available for private home viewing and in limited areas to homes that are outside a Grade A or B designated area or with the approval of local affiliates. Limit of two distant cities per eligible customer. If customer qualifies for PBS National Feed, it will be included in the Distant Networks package price at no additional charge. See the DISH Network Digital Home Advantage Customer Agreement for complete details. All service marks and trademarks belong to their respective owners. ©2006, EchoStar Satellite L.L.C. All rights reserved.

Terms and Conditions
 

Allin4greeN

SatelliteGuys Pro
Dec 13, 2005
358
0
Lancaster County
That looks like the DHA agreement for new customers (only for new customers)...

I think the OP was upgrading under DIU (811-->ViP211), that's why I wasn't sure where you were coming from with the other post. Depending on the "Plan" (A, B, or C) the OP was assessed for, I think the costs refelected on his bill should've been anywhere from $49 to $98 + 1 month's pro-rated programming charges + 1 month's new (possibly pro-rated) programming charges - 811 return credit ($25?)...

I could be wrong but, it really sounds like retorq is getting a back-hand from E*.
 
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GadgetGirl

SatelliteGuys Family
Jan 11, 2006
51
0
When they mess up a bill, it can be a real nightmare. It took me two months and many hours to finally get a billing issue resolved. I had to E-mail CEO@Dishnetwork.com a few times and then they finally had someone actually help me. I hope I never have to go through that again.
 

richmondr

SatelliteGuys Family
Feb 13, 2005
38
0
wv
billing issues

well you just need to speak with someone that will go over the bill with you, if you get somebody in orange (overseas) you are going to get even more confused, when you get them just ask to speak with an account specialist most of the time they are veteran agents and the know how to break down the bill and explain in better. i am a dish employee and truthfully i wouldn't trust some of my co-workers with flushing a toilet. just make sure you are speaking with someone that has been there for a while... also have copies of you last three statements if possible and if you are missing one go online and print it out, even that might explain some of the issues. but the issue of them taking more than necessary you must of gotten a really bad agent, sorry for that, hope my advice helps
 
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Nevada_MO_Guy

SatelliteGuys Family
May 15, 2006
46
0
Nevada, Missouri
Allin4greeN said:
That looks like the DHA agreement for new customers (only for new customers)...
Yeah, I saw the part about new customers, but since he said he upgraded to HD and trying to explain a $300 bill....seemed maybe the dish guy charged him as a new customer.

So if you get the platinumHD package what are all the hidden fees he can expect to see on his bill? Richmondr, might know that one. (Lease Fee, Service Fee?)
 

mrschwarz

Supporting Founder
Supporting Founder
May 17, 2004
514
4
At least if they don't have the keys to your bank account, you get to keep the money while they straighten it out and not vice versa.
 

richmondr

SatelliteGuys Family
Feb 13, 2005
38
0
wv
i would have to know the account number or the home phone number to pull it up but sometimes if you make a payment for example a payment for 299.99 on one billing cycle you will not get another bill for a while until the dish is installed because the payment is taken immediately and posts to the account and programming feeds off of the credit, and if you have a credit on your account a bill is not sent thats why i suggest you go to dishnetwork.com and look at you last couple of bills, i know that my explanation is vague but let me finish, when the receiver is finally installed then you are billed for the service which was done, and that is why the bill is so high, also you upgraded to dish platinum, you can e-mail me copies of the bills for the last three months and i will try to break it down for you
 

wrx-sti

Member
Jun 11, 2006
8
0
No, you're not the only Dish Network victim

I can't believe Echostar/Dish Network can stay in business the way their customer service has to be hemorrhaging subscribers. They must rely on getting new ones because I can't believe anyone would re-up for their abuse.

I contracted for HD service and receiver in September and things were installed shortly after. Except that I felt the HD channels looked like crap. I thought it must be my TV, that I hadn't selected the proper settings or something. I'm not the type to complain until I'm sure a problem is not my fault. Well, I was wrong, it was THEIR fault.

The "genius" that installed my system hooked the HD outputs of the receiver to the standard inputs on my TV. After I disassembled my home theater system (no small feat) I fixed that mistake.

Still no HD so I checked the programming on my receiver and found it had never been setup for HD by the installer so again I fixed his error. And again I had no HD so I called "customer service" at Dish Network. I found that even though the installer, Dish Network and I all had signed copies of the contract which proved I specified HDTV and paid extra to lease the HD receiver it had never been turned on.

I asked that it be turned on and much to my dismay, sorry but I love that phrase, I was told that my recently aquired equipment was now obsolete. "Customer service" informed me that I would have to pay for a new install and equipment if I wanted HD and they quoted me a "special" price of $50. Well I checked the website and damn if that isn't the price everyone gets! The programming price would also be doubled. I was informed that this was all my fault because I didn't complain soon enough!

I asked if others who signed on for HD when I did were still getting the programming at the price I contracted for. Yes they said, but because I wasn't getting it, despite the fact that I had a contract for it, I couldn't get that package. Another alternative they offered was I could use my "obsolete" receiver and pay for the new programming but only get the old package. Twice the money for one fourth service?

With DirecTV you can add and delete programming online. With Dish all you can do is add, you MUST call customer service to delete and YOU DON'T WANT TO CALL THEM. Also, I've had billing problems and even though Dish says they've been handled I find them still on my bill the next month and again. Then they shut my service of because I wouldn't pay the bogus charges!

My advice? Cable, DirecTV or go without! Can you imagine what things would be like if the Echostar/DirecTV merger had gone through?
 

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