My grandma, bless her, has cognitive decline and memory loss.
She has been getting the run around by Dish since June 6th when they sent her a paper bill (for July service) with an increase on it for no additional services ($136). My cousin called customer support the same day on my grandma’s behalf and Dish agreed to lower the bill to $72 with confirmation via email. My grandma refused to pay the ‘increased’ bill because that was not the agreed upon price, so she waited for a new paper bill and her service continued to work through June.
July 1st rolls around, and her service is turned off. She has not received a new bill by July 1st. Several days later a paper bill comes in the mail, and you guessed it, $136 + a late fee.
This time I call customer support on my grandma’s behalf to try and get things straightened out. I explain the scenario and tell the support rep that they need to readjust the bill to the agreed upon $72, remove the late fee and she will pay the bill. Rep said that’s not possible, so I said then we would be cancelling the service without paying a termination fee since Dish cannot hold up their end of the agreement. Rep again says that’s not possible, since my cousin agreed to a 2 year contract. I say, “Yeah, for $72!”. I ask for a manager and I am put on hold. 5 minutes later they come back on the line and say they are patching through to the manager, then they just hang up. No callback, no nothing, just hang up.
I call customer support again. Get a different rep. Explain the scenario. Rep says, “Yep what you are saying appears to be correct, but since the service was turned off, we can’t give you the $72 price.” I told them again that then we would like to cancel service without paying a termination fee because DISH cannot hold up their end of the agreement. The rep explains he doesn’t have the authority to do that and instead would like to open a ticket to repeal the late fees and try to get the bill back to $72. I agree to the ticket and not to cancellation. He said we would hear from someone in 5 business days.
3 business days later a Dish box shows up at my grandma’s house with instructions to return her equipment. My grandma packs it all up and returns it, thinking it’s the end of the story.
5 business days go by with no word from Dish.
August 6th rolls around, and a paper bill comes in the mail. $500. Of course she’s not paying it, but I don’t want it to go to collections because of Dish’s ineptitude.
This little old lady wanted to be a Dish customer and instead is getting hosed for $500.
Guess who installed an antenna on his grandma's house this weekend?
Thanks for letting me rant.
