Complaint Review: DISH - Internet Internet

 I used DISH as my satelite TV provider.  I was set-up on auto-pay on my AMEX credit card.  DISH double billed me in April, 2013 for the monthly service on the same day.  I questioned it with AMEX and they said they would send an inquiry to DISH.  Standard procedure for merchants accepting credit cards is to verify the charge when questioned by the card service (AMEX).

The next month my billing from DISH reflected the double payment and so only a small amount was due.  In early July, 2013 I turn on my TV to find out my service was suspended.  Now the fun begins contacting DISH help over the phone and Internet.  The same day they received a chargeback from AMEX they suspended service.  AMEX automatically billed back DISH because they did not respond to the request for why my account was billed double in April.  In addition DISH charges my account for cancellation fees.  Once I find out what the issue is and verify that I have received credit on the following monthly statement from DISH this should be an easy fix right?

I spent three plus hours on the phone eventually moving it up the ladder to the supervisor and then finally the executive resolution team (or something close to this).  Bottom line is while DISH was wrong to double bill (and they could not tell me why) and I did receive credit the following month I was willing to let it go, reinstate everything including paying them back for the credit AMEX took -- I just wanted my service back.  The standard answer up the ladder is they could not do that.  Once they received the chargeback they will not accept a credit card from me and I would have to prepay my service by going to a local merchant like Wal-Mart and making a payment.  The alternative is give them access to my bank account.  I told them I wouldn't take the bank option because of the double billing error back in April.  So then I thought I was just dealing with a bunch of robots and decided to go on-line to chat and get someone that was reasonable and could understand logic.  Unfortunately that was also a 3+ hour waste of time.  Everyone is a robot at DISH.  Don't look for help from these folks.  So in frustration I tell them I am done with them.  No sooner did I type this and they disconnected from the chat.

Lo and behold I get an e-mail from DISH stating boxes will be mailed to me and to send the equipment back (TUES).  The next day I get another e-mail saying the boxes were shipped to me (WEDS) and on THURS they send another e-mail that they have not received the equipment back and I am being charged $550.  FRI after 4:00 pm the boxes have arrived.

I don't even want to talk about all the stress this puts on a marriage and all the lost time, frustration, anger this fowl up by DISH has caused in my life.   I have contacted AMEX to see if they can do something but have yet to hear back.

So let me summarize this.  DISH double bills customer. DISH doesn't care.  DISH does not respond to inquiry from AMEX so AMEX cancels the charge.  DISH suspends service to customer and then with absolute arrogance bills cancellation fess up the wazzoo!

I refuse to pay the cancellation fees!  These guys are wrong and I have credit card statements to prove it.