Update: Clueless Dish Network rep did not follow disaster policy on $300 receiver demand to fire victim

Earlier today, we reported that Dish Network demanded $300 from a couple for a receiver in a home that burned down in the Southern California wildfires.

Additional info has come to my attention, via an email I just received from AT&T spokesman Brad Mays.

In his email to me, Brad noted communications he had earlier this afternoon with Karl from DSL Reports. Brad said he updated and corrected parts of the original story.

I just checked DSL Reports, and Karl's updated the info.

Karl writes:

We spoke to AT&T spokesman Brad Mays, who investigated the incident. Mays says that after the couple called AT&T, they were transferred to Dish Network, and a Dish Network representative did not follow the disaster policy Dish has in place. Mays ensures us that they've contacted the couple, and they will not be charged for service cancellation or equipment fees.

The company notes that it's the policy of both Dish and AT&T to not penalize disaster victims. "We are providing several no-cost options for fire victims to suspend their phone, broadband and satellite service, including a pause of service, with no equipment fees," says the company. As we mentioned yesterday, they're also helping victims by offering free phone and Internet services throughout the impacted counties.

Yes, but how about routing these policies down to your customer "support" folks?