It is great that you are helping these people out, what would be better would be that Dish Newtork had their billing correct from the start. I wonder if you can push from the inside to get billing issues like this resolved internally where this never happens to your customers... I know I'm asking for the perfect world here but an issue like this really should never happen, the system should be smart not to bill the extra $10.00 these people have been paying.
