Ellen sent a message to Charlie Ergen – Co-founder, Chairman, President and Chief Executive Officer of Dish Network – Email Address that said:
My name is Ellen
I have been a loyal customer for 19 years.
I have never been late on my bill.
I am very distraught with the service and billing pratices of Dish Network.
In July of 2016 I changed to the Hopper 3 with two (2) Joeys.
I received several emails stated I was supposed to return my two receives, and I explained to a CS agent that the service tech took the recievers when he installed Hooper 3. He took two (2) old receivers and left two Joeys.
In Septermber, 2016 due to medical conditions, I called to deactivate one (1) of the Joey's.
From here, everything just became an absolute mess.
When the Dish CS agent deactivated the second Joey I was told my bill would be about $99.00 a month. However, the automatic notification from Dish showed a withdrawal of about $136.00 from my checking account.
Arount the first week of October, I notified the bank to stop payment/request a resolution because this is NOT what I was told the monthly amount would be.
I notified Dish Netwrok and advised your CS that I was discontinuing my autopay until further notice and would make monthly payments on my credit card. I called again asking to speak with a supervisor... this person was very rude and had a very condescending attitute.
I spoke with another supervisor and I thought they had resolved the situation. They even referred me to another person who helps with discounts and was told my bill about $102.00 a month.
This monthly amount was satisfactory and I agreed to call in each month and pay by credit card.
On October 12, 2016 they disconnected my Dish. When I called I was required to pay $34.90 to get it reconnected and said my bill was then over $400.00! (Are you kidding???)
Today, Oct. 16, They disconnected my NFL RedZone. To get it reconnected I had to pay another $39.00,and then, they told me my monthly bill is now over $136.00 per month.
Quite frankly there seems to be way too much confusion on the part of your CS agents and supervisors and how you go about resolving issues. There seems to be zero continuety or consistency in your customer service procedures, resulting in nothing short of choas. Perhaps you believe if you confuse the customer enough, frustrate them enough, they will just succumb to these high pressure tactics and agree just to keep their service.
There was absolutely NO reason to disconnect my service, nor the NFL RedZone package, let alone try to charge me $400.00 not once, but twice. And then, tell me my monthly bill had just been raised without my permission or knowledge.
I am very disappointed in the way these issues were addressed and the hassles I have had to go through over a simple procedure. There is no excuse to be treated so disrespectfully by Dish Network.
If this is how you wish to treat your valued customers, I am seriously considering changing my service to an other option. I don't need the hassle, the constant changes in charges, nor being treated like a second class person.
I would hope you would respond to this email and offer some consolation and assurance this will not be the case in the future.
Respectfully,
Ellen
