October 16, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that *** ***’s service was activated on July 28, On September 3, 2014, *** ***’s account was cancelled. The day trial period was extended in *** ***’s case and as a result the early termination fee of $shouldn’t have applied*** ***’s account has been credited the disputed amount of $and that amount was refunded to the card on file as of September 28, 2014. In regard to *** ***’s request to be refunded for overdraft fees, per the subscriber agreement Hughes isn’t responsible for overdraft fees incurred by the customer’s financial institutionHughes’ subscriber agreement contains specific language that states Hughes’ isn’t responsible for overdraft fees“You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card billYou agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” It is suggested that *** *** ask his bank to waive the fee as a courtesy. While Hughes doesn’t accept responsibility for overdraft fees, we’re happy to send a letter to *** ***’s financial institution asking them to waive the fees as a courtesy We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W***Executive Customer Support###-###-####[email protected]
In response to your letter, to the executive customer support division of Hughes, it is our understanding that Ms*** has some additional concerns regarding her service.’In the event that you used a debit card to activate your subscription, you authorize Hughes to initiate debit entries to your checking or savings account, as the case may be, for payment of the monthly charge for the ServiceHughes, pursuant to this authorization, will debit the monthly service charge for the Service from your account each monthIn addition, Hughes will deduct from your account any and all early termination charges arising from termination of your Service prior to its required minimum termHughes will not be responsible for any overdraft or other third-party fees or penalties resulting from Hughes debiting from your account any amount authorized by this Agreement or any other agreement between you and HughesHughes will charge a return fee for each debit that is declined by your bankThe return fee will vary from state to state and will be the maximum amount allowed in each state.”After further review, our payment tech will attempt to retrieve all payments on the “issue date” which is (10) days before the due date to ensure the payments are retrieved in a timely mannerHughes will always attempt to collect the payment on the “issue date” unless the payment is unavailable on that date, we will attempt to collect the payment (3) days later.Please see the example below:Account Number : ***Date Due : 01/17/2015In addition, : ***Issue Date : 01/07/2015Purchase Order # : N/AAccount ChargesDescription Total Accounts Charged Amount Service Fees HughesNet GenPower PRO $Reset Token Fees Token - 2GB $Token - 1GB $Token - 500MB $Rental Fees HughesNet Equipment Lease $Other Fees Property Tax Surcharge $Total Accounts Charged $Summary and Tax DetailsDescription Charges ($)Account Charges $165.73Sponsored Charges $0.00Installation & Field Service Charges $0.00Total Taxes $0.43Total Charges and Taxes $166.16View Site Details In addition, Ms*** has disputed the charges of $for the month of FebruaryWhen a company rules in favor of the customer, it does not resolve the account status with HughesTherefore, the customer must work with Hughes to resolve the overriding issue for the disputeThe disputed amount of $bounced back to the account and Ms***’ credit card was charged again.When customers upgrade their service, they will pay a prorated fee for the previous service plan and billed for the current service plan, this is why Ms, *** received a higher bill for the month of February Ms*** would need to contact our customer support team to have her account switched from credit card billing to invoice billing at ###-###-####.All of the charges were valid chargesIn light of Ms***’ issues, we processed a refund of $to the account on 01/16/which represented a partial refund credit of the month of January in the amount of $That amount went back to Ms***’ credit card which is why we also charged Ms***’s in February.Ms*** may contact me directly at the number below with any additional questionsWe sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, Ecole F*SrExecutive Customer Support
February 20, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** * *** Complaint ID: *** Dear *** ***: In response to your letter dated February 1, to the Executive Customer Care division of
HughesNet, it is our understanding that *** *** has some concerns regarding the performance of his HughesNet service*** *** is requesting a refund for what he has paid to this point and disconnect the serviceOur Executive Customer Care representative reviewed all pertinent database recordsOur records indicate *** ***'s account was activated on December 18, and service was terminated February 18, Our account management team waived 100% of the early termination feeOur Executive Customer Care representative researched *** ***'s billing history and confirmed charges from December 18th to February 18th totaled $*** *** made payments totaling $Our billing support team provided credits totaling $The current account balance is a credit of $which leaves *** *** paying $towards his HughesNet accountA refund of $will be submitted to his *** card on file and will post within 1-business daysWe ask ** *** to avoid making changes to the *** card until the refund is completeIt is the customer's responsibility to ship back the equipmentA box and prepaid shipping label were shipped February 19, and will arrive February 20, *** *** can track the package at ups.com using the tracking number: ***Please return the modem, power cord, and the radio transmitter no later than April 4, to avoid being charged an Unreturned Equipment Fee of up to $Instructions are in the box and the shipping address to return the equipment is: Hughes Network Systems *** *** *** Gaithersburg, MD *** We sincerely regret any inconvenience *** *** may have experienced with slow speeds and video streaming issuesWe are hopeful waiving 100% of the early termination fee and refunding $will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact usPlease refer to Case ID ***Thank you very much for your considerationSincerely, JC*** Executive Customer Support
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
HughesNet did not address the fact that they wrongfully sent info to a creditor and damaged my creditThis issue needs to be dealt with immediatelyThere is no way they are going to enter me into a contract without my knowledge, use my ss#,ruin my credit,
and get away with itSo many laws have been brokenHughesNet knows they broke the lawMessing with someone's credit takes things to a whole new levelI don't understand why I need to keep demanding to be taken out of an illegal contract I had no knowledge aboutHughesNet needs to follow the lawThis is fraud
Regards,
*** ***
January 16, 2017Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- Re: *** * ***File# ***Dear Mr*** In response to your letter, to the executive customer support division of Hughes, it is our
understanding that Ms*** has some concerns regarding her service.Our executive customer care representative reviewed all pertinent database recordsAfter further review, please be advised when Ms*** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. We show the early termination fee was waived by our customer support teamMs*** may contact our billing department at *** with any additional questions.We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, EF*
*** *** *** ***
***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Hughes net contacted me via phone on Thursday, they said they would call me back that evening at 7PM when I was at home near my computerThey have yet to call me backThey did the EXACT same thing that they have been doing to me for monthsPromise to call, promise to do something, when they know they are going to do nothingNot only that, they are still telling me my service has been upgraded, when is has not, I have gone through this with them several times, and every time someone calls me, they do not seem to know anything about the previous several calls that have taken place, I have to re explain everything to them, they will not listen, and make me do the same things over and over again only to end up with the same result, and tell me they will call me back, which they never doEvery time I call them, (because they haven't called) there is some reason they need to call me backWhich again, THEY NEVER DOBeyond frustrated!
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]Hughes stated in their response that they have provided internet that worksThis in inaccurate per the many many phone calls I have made to this company regarding speeds below 5MBPS and I was told I would be getting 15MBPS which this has been never reached by your companyYou are correct the credit has finally been applied for March after two more phones callsAfter these calls I still have not receive this "New" system your company is now providing that I was told over a month ago would be mailed to meThe contract you are stating, I would like a copy which was never provided and was never told about ANY kind of cancellation fee I have never seen a contract and per my previous complaint, the only signature I've ever provided your company was for the installerThis was a white screen on his phone and exact words from the installer was "I need your signature to verify I'm on site"I never received or was asked to review any kind of contract that states there is a cancelation feeThere are thousands of reviews that Hughes does this to their costumersYou stated you would provide a service, which has not been done, why am I paying for a fee when the company hasn't provided a service that myself, the consumer, was informed? Again, isn't it fraud to have someone sign a contract without even seeing the contract? I would like to cancel my service that hasn't worked in monthsI am not willing to pay a cancelation fee for your service that I've tried fixing on my end after many hours on the phone with your customer service reps along with your IT installer whom came back out to my house and stated he can't fix the issue and in fact it's running at a very poor state quote "less than 5mbps"How is this my fault? Why should I pay for a fee for a service you haven't provided?
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis acceptance is contingent upon receiving a prompt credit for the returned equipment. I sincerely regret the service not operating to expectations implied by their advertising.
Regards,
*** ***
*** *** *** 10/6/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404 RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** *** is
subscribed to HughesNet services and has recently had to have a technician visit and is concerned with the dispatch fee that was chargedIt has been verified that *** *** first subscribed to HughesNet internet September 1st, It was also determined that *** *** had to call into HughesNet support on multiple occasions for service related issuesHughesNet completed an audit on *** ***'s account and based on the lengthy case history and issues with equipment failures and replacements, HughesNet has taken the audit into very careful consideration and have decided to resolve *** ***'s complaint in his favorHughesNet has provided a credit of $for the dispatch fee to his account as well as provided a time-without-service credit of days, which equals a credit of $HughesNet hopes this will be considered an amicable resolutionHughesNet would also like to mention to *** *** that the new GEN service has been launched and is available in his areaFor the same monthly price *** *** is currently paying, he can get more data and faster speeds with a new modem/router from HughesNetIf *** *** would like to hear more about the GEN service or find out about any special promotional pricing he may be eligible for, *** *** can contact HughesNet support at ###-###-#### We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationWarmest Regards, D.M*** SrExecutive Customer Support [email protected]
*** *** *** 12/6/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** ***
is subscribed to HughesNet services and has had some concerns relating to promises made at time of order with regards to her VPN use and the HughesNet service compatibilityHughesNet has reviewed all pertinent details relating to *** ***'s complaint and have reached out to her directlyAccording to the Quality Assurance report from the sales call, *** *** clearly expressed her need for internet while using a VPN for her jobThe third party contracted sales agent failed to read the required disclosures about VPN to *** ***HughesNet did explain this to *** *** and she requested the Corporate Officer call her back the following day to see what her decision was in reference to canceling her servicesBased on the results of the report and audit, HughesNet conducted an on-site visit to the center that mislead *** *** and failed to follow sales call guidelinesHughesNet conducted a training and coaching session with all agents with a refresher on the company's policies and guidelines including all disclosures that must be read to customers verbatim if the topics are brought upAdditionally, HughesNet applied a credit to *** ***'s account for her initial payment of $until an amicable resolution could be reachedHughesNet did follow up with *** *** per her request on December 5th, and was able to reach a successful resolution to her concernsHughesNet's Corporate Officer was able to retain her business and offer some helpful education on data management; she was also provided with the information to get registered with the support center and was educated on data tokens and bonus zone data available to her every monthAdditionally, the payment method was updated to e-check, Express Repair Premium was removed, and a courtesy token package of tokens was added to her accountFurthermore, due to inaccurate information from sales, *** *** was offered a service plan upgrade to the GB Plan price matched to her current plan*** *** agreed to this offer as wellLastly, *** *** did ask about termination fees if for some reason down the road she wishes to cancel service with HughesNetThe Corporate Officer agreed that if she decides to cancel at a later date the early termination fees will be waived for her; additionally, she was told that after months she will need to call back into HughesNet support to have the service discount of $for months reapplied to make up the difference in service plan costs*** *** was given the following case # *** and was informed when calling in to HughesNet support she will want to provide this reference number so HughesNet agents will honor all the offers madeHughesNet would like to express our sincere apologies to *** *** for the inconveniences she may have had and HughesNet is glad to know she has decided to keep her services with usAt the close of the call, no further assistance was needed by *** *** and she was very thankful for the outcomeHughesNet is hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M*** Executive Customer Care Support Division
August 11, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr*** In response to
your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that Ms***’s account was activated on October 4, and requested to cancel her service on July 28, Due to the account being cancelled outside of the month commitment period, there is no contractual agreement and the early termination fee of $does not applyRegarding Ms***’s request to return her purchased equipment for credit please be advised that Hughes subscriber agreement contains specific language that states purchased equipment must be returned within the first days to be eligible for return creditAt this point that equipment is out of warranty and has far exceeded the period of time permitted to be returned for credit SERVICE COMMITMENT AND EARLY TERMINATION FEES All Service Plans except for the *** *** *** *** *** *** require a commitment of twenty-four (24) monthsIf you have subscribed to any plans others than the *** *** *** *** *** ***, and you terminate service prior to the expiration of the commitment, you will owe, and your credit or debit card will be charged, the Early Termination Fees described belowIn addition, you will be required to return the applicable Equipment to Hughes whenever you terminate your service, or you will be required to pay the Unreturned Equipment Fee described belowEarly Termination: Purchase Option (Equipment and standard installation purchased upfront) If you cancel your order before installation, you will not be charged, but if you have paid a processing fee, that fee will not be refundedIf you cancel within days of activation, no service termination fees will be charged, but you will not receive any refund for installation charges or other feesYou may return your HughesNet modem, power supply, and radio for a $refundAll equipment must be received in good condition within days of termination in order to receive this refund We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration Very truly yours, Darron ** W*** *** *** ***
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Todd ***
November 17, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** *** Complaint ID: *** Dear *** ***: In response to your letter dated October 15, to the Executive Customer Care division
of HughesNet, it is our understanding that *** *** has some concerns regarding the performance of her HughesNet service*** *** is seeking to terminate service without penaltyOur Executive Customer Care representative reviewed all pertinent database records, including the conversation with our sales associate and three calls made to our technical support teamHughesNet understands *** ***'s frustration and concernHer concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers*** ***'s explained she provided our sales associate full details of her household's internet activity which included online *** gaming, viewing emails, school homework and *** for hours a week*** *** must keep in mind at the point of sale, a service plan that will benefit her household's needs can only be suggested by our sales associateWe clearly explained *** live or *** will not work over HughesNet service and first person shooter or rapid response games will not playWe explained once the GB allowance is consumed the speed will slow down where watching any video or pictures will not be possible*** *** must keep in mind HughesNet practices a fair access policy which applies to all service plansFair access policy is in place to ensure equal internet access and consistent performance for all HughesNet subscribers*** ***'s service plans is assigned a data allowance of GB per monthThis is the amount of data, in bytes, which can be uploaded or downloaded within the month at full speedIf the GB data allowance is consumed, the speed of the service will be reduced until the next billing period (8th of the month)The speed may be reduced to as low as or lower than MbpsHughesNet has provided subscribers a time frame of 2:am to 8:am seven days a week to schedule the downloading of large files and will not apply to their designated service plan thresholdAll customer's can also buy data tokens which add data allowance and release the account from the Fair Access Policy or our customer's can upgrade to a service plan that offers more data allowanceService plans can be viewed at our online support center: supportcenter.myhughesnet.com and have launched a new satellite in April that provides our Gen serviceHughesNet is unable to revise the Fair Access Policy due to shared bandwidth with all our subscribersComplete terms and conditions about our Fair Access Policy can be read at legal.hughesnet.comOur records indicate troubleshooting was attempted on April 18, for an *** connectivity issue and it was confirmed with ** *** the laptop was not experiencing any connectivity issuesAnd, on July 16, when the data allowance exceeded which can only be resolved by purchasing data tokens or upgrading to a higher data planOur diagnostic tests confirmed usage has stopped and we can only assume *** *** is not connecting to the HughesNet service because she mentioned she purchased a different service providerHughesNet values *** *** as a customer and we wish to retain her businessTo that end, HughesNet would like the opportunity to adequately troubleshoot any connectivity issues outside the Fair Access PolicyWe can offer the assistance of our advanced technical support to work with *** *** to hopefully resolve her technical issuesAlso, HughesNet partnered with Home Tech Support which is a service available to our customers experiencing issues that are non-HughesNet service related such as slow speeds, service performance issues, spam/malware, and additional PC or home network problemsAs a courtesy, we can offer this HughesNet partner service free of chargeIf *** *** wishes to take advantage of this courtesy complimentary diagnosis and resolution of eligible issues, please contact our customer care department to connect you to the Home Tech Support team*** ***'s concern with the $per month plan was explained correctly when she spoke to our billing support team on September 8, We explained downgrading the service within the billing cycle will create a prorated credit on the following statement and itemized details can be located at our online support center under “My Bill”The monthly rate for service is retailed at $plus tax, but she is currently receiving a service discount which reduces the monthly rate to $plus tax: Service Credit ($20.00)x-$Equipment Lease $HughesNet GenChoice $Invoice Charge $Regarding *** ***'s concerns with promises she feels were not kept by HughesNet and lies to keep her quiet, this is not HughesNet's intention and we apologize for any misunderstandingWe appreciate *** *** is providing us the opportunity to clarify the data limits associated with our satellite internet service and the opportunity to explain we offer different service plans for different household budgets and needsPlease be advised when *** *** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesAt this point the early termination fee of $is valid because the connectivity issue was caused by consuming the GBS *** *** pays forTechnical issues outside of our Fair Access Policy, like *** connectivity issues, we can offer our highest level technical support team to uncover any underlying issues with your serviceAs we explained in our voice mail message to *** ***, the early termination fee reduces $each monthWe sincerely regret any inconvenience *** *** may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact mePlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ###-###-####
December 14, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** *** File # ***Dear Mr***In response to your letter, to the executive customer support division of Hughes, it is our understanding that
Mr*** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database recordsRelated to the fire disaster, Hughes will waive the equipment return and the early termination feeMr*** would need to contact our customer support team at *** and refer to case number *** to facilitate the request. We sincerely regret any inconvenience that Mr*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, EF*
*** *** *** ***
***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:1st - When I signed up for HughesNet service, we were not told that we had to sign up for Auto Pay We were informed that we had to give a card upon start of service as a ONE-TIME authorization to start service Again, we were not informed by the sales person who set up our account All calls are recorded so they can go back and listen to my initial call We were NOT informed of that.2nd - Regarding the payment made online, they have two options for online payment One is to make a one-time payment (which is what option I used) or to add a credit card and enroll in auto-pay By using the one-time payment option, I should not have been charged for the amount due on May 13th the day after I paid my April 13th bill.If this is how the company wants to do business with people, I want to have my service contract terminated with no early termination fees due to SALES FRAUD by the initial sales representative
Regards,
*** ***
August 30, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr*** In response to your
letter to the Executive Customer Support division of Hughes, It is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms***’s service was activated on December 10, On June 16, 2016, Ms*** called to request to cancel her service and declined to troubleshoot the serviceMs*** was informed of the early termination fee in the amount of $for the internet service and $for the phone service as a result of canceling during the month commitment period At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBWhen Ms*** began her service she was subscribed to the Hughes Gen Choice package which was $49.99, the modem rental of $9.99, express repair in the amount of $11.95, Hughes voice service in the amount of $plus taxesMs*** was also receiving a $service credit for both the internet and phone service for three monthsOn February 8, Ms*** called customer support to report browsing issues and was informed that she had exceeded her data allowance and was offered an upgrade to the Hughes Gen Prime plus at no cost for one monthAfter that month the Prime plus plan was $The $difference in cost that Ms*** was experiencing was a result of the $in service credits expiring and upgrading her service plan from $to $ Regarding Ms***’s request to cancel without penalty, please be advised that when Ms*** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesAll customers have days to cancel without penaltyPlease be advised that there were no issues with the service and Ms*** declined to troubleshoot and stated she needed to cancel for financial reasonsWith no opportunity to address technical concerns we can’t justifiably waive the early termination fee however as a courtesy we will issue a credit in the amount of $to cover half of the early termination fee and that amount will be refunded to the card on file We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours, Darron W***
*** *** ***
***
***
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns about the early termination fee.Our Executive Customer Support reviewed all pertinent database records.We are unable to locate the account informationIn order
to bring resolution to Mr***’ complaint, Hughes would need the account number or phone number associated with the complaint.Mr*** may contact me at the number below to bring closure to his complaintHughes is wholly committed to clarifying the nature of MrRobert’s concerns and expectations relative to his accountWe look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with Mr***.Very truly yours,Ecole F*SrExecutive Customer Support
*** *** *** 11/28/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- RE: *** ** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** ***
is subscribed to HughesNet services and recently had some concerns with the data usage and being depleted within the first week after resetting.HughesNet has reviewed all pertinent information with regards to *** ***'s concern, and it was validated that this month's data reset on November 3rd and drained to zero percent by November 10thHughesNet viewed the previous month's usage to compare, and after reset on October 3rd, by November 3rd *** *** still had 4.3GB remainingHughesNet did see this is alarming also, so the Corporate Officer handling his complaint spoke to him on November 28th*** *** stated that HughesNet agents told him to turn off the modem to complete a depletion test; this is the incorrect procedure to perform this test and *** *** knew this as wellHe also stated all he really wanted was the data that was lost to be restored and they did not assist him with this request eitherHughesNet's Corporate Officer apologized for the inconveniences and asked some questions about the *** which *** *** was still usingIt was discovered that this is the original modem from the initial install and HughesNet feels that it would be appropriate to upgrade his current modem to the *** free of chargeHe accepted the offer, and the Corporate Officer placed the order for *** *** which should arrive within five business daysUpon receiving the new ***, *** *** needs to power it on and let it activate and register for about an hourAdditionally, the old modem and D-link router can be disposed of by appropriate means per his local waste managementThe new HughesNet system is a modem/router combination and no additional routers are requiredAs an added courtesy, HughesNet provided 6GB worth of data tokens for *** *** and applied a service discount of $off for his next six billing cyclesHughesNet would like to thank *** *** for his continued business and hopes he enjoys the new equipmentWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportWarmest Regards, D.M*** Executive Customer Care Support Division
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Hughes Net caused an over-draft of my debit account which *** *** removed the funds needed to make the payment requested from my Senior Savings Account and charged us $over-draft transfer feeI explained this charge to the associate that took my call at Hughes Net and she stated that Hughes Net would reimburse us for the fee since the error was their faultWell, they did notWe are short $in funds caused by Hughes Net and feel it is their responsibility to return our account to the original status prior to them removing our funds in an illegal manor
Regards,
*** ***
October 16, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that *** ***’s service was activated on July 28, On September 3, 2014, *** ***’s account was cancelled. The day trial period was extended in *** ***’s case and as a result the early termination fee of $shouldn’t have applied*** ***’s account has been credited the disputed amount of $and that amount was refunded to the card on file as of September 28, 2014. In regard to *** ***’s request to be refunded for overdraft fees, per the subscriber agreement Hughes isn’t responsible for overdraft fees incurred by the customer’s financial institutionHughes’ subscriber agreement contains specific language that states Hughes’ isn’t responsible for overdraft fees“You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card billYou agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” It is suggested that *** *** ask his bank to waive the fee as a courtesy. While Hughes doesn’t accept responsibility for overdraft fees, we’re happy to send a letter to *** ***’s financial institution asking them to waive the fees as a courtesy We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W***Executive Customer Support###-###-####[email protected]
In response to your letter, to the executive customer support division of Hughes, it is our understanding that Ms*** has some additional concerns regarding her service.’In the event that you used a debit card to activate your subscription, you authorize Hughes to initiate debit entries to your checking or savings account, as the case may be, for payment of the monthly charge for the ServiceHughes, pursuant to this authorization, will debit the monthly service charge for the Service from your account each monthIn addition, Hughes will deduct from your account any and all early termination charges arising from termination of your Service prior to its required minimum termHughes will not be responsible for any overdraft or other third-party fees or penalties resulting from Hughes debiting from your account any amount authorized by this Agreement or any other agreement between you and HughesHughes will charge a return fee for each debit that is declined by your bankThe return fee will vary from state to state and will be the maximum amount allowed in each state.”After further review, our payment tech will attempt to retrieve all payments on the “issue date” which is (10) days before the due date to ensure the payments are retrieved in a timely mannerHughes will always attempt to collect the payment on the “issue date” unless the payment is unavailable on that date, we will attempt to collect the payment (3) days later.Please see the example below:Account Number : ***Date Due : 01/17/2015In addition, : ***Issue Date : 01/07/2015Purchase Order # : N/AAccount ChargesDescription Total Accounts Charged Amount Service Fees HughesNet GenPower PRO $Reset Token Fees Token - 2GB $Token - 1GB $Token - 500MB $Rental Fees HughesNet Equipment Lease $Other Fees Property Tax Surcharge $Total Accounts Charged $Summary and Tax DetailsDescription Charges ($)Account Charges $165.73Sponsored Charges $0.00Installation & Field Service Charges $0.00Total Taxes $0.43Total Charges and Taxes $166.16View Site Details In addition, Ms*** has disputed the charges of $for the month of FebruaryWhen a company rules in favor of the customer, it does not resolve the account status with HughesTherefore, the customer must work with Hughes to resolve the overriding issue for the disputeThe disputed amount of $bounced back to the account and Ms***’ credit card was charged again.When customers upgrade their service, they will pay a prorated fee for the previous service plan and billed for the current service plan, this is why Ms, *** received a higher bill for the month of February Ms*** would need to contact our customer support team to have her account switched from credit card billing to invoice billing at ###-###-####.All of the charges were valid chargesIn light of Ms***’ issues, we processed a refund of $to the account on 01/16/which represented a partial refund credit of the month of January in the amount of $That amount went back to Ms***’ credit card which is why we also charged Ms***’s in February.Ms*** may contact me directly at the number below with any additional questionsWe sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, Ecole F
*SrExecutive Customer Support
February 20, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** * *** Complaint ID: *** Dear *** ***: In response to your letter dated February 1, to the Executive Customer Care division of
HughesNet, it is our understanding that *** *** has some concerns regarding the performance of his HughesNet service*** *** is requesting a refund for what he has paid to this point and disconnect the serviceOur Executive Customer Care representative reviewed all pertinent database recordsOur records indicate *** ***'s account was activated on December 18, and service was terminated February 18, Our account management team waived 100% of the early termination feeOur Executive Customer Care representative researched *** ***'s billing history and confirmed charges from December 18th to February 18th totaled $*** *** made payments totaling $Our billing support team provided credits totaling $The current account balance is a credit of $which leaves *** *** paying $towards his HughesNet accountA refund of $will be submitted to his *** card on file and will post within 1-business daysWe ask ** *** to avoid making changes to the *** card until the refund is completeIt is the customer's responsibility to ship back the equipmentA box and prepaid shipping label were shipped February 19, and will arrive February 20, *** *** can track the package at ups.com using the tracking number: ***Please return the modem, power cord, and the radio transmitter no later than April 4, to avoid being charged an Unreturned Equipment Fee of up to $Instructions are in the box and the shipping address to return the equipment is: Hughes Network Systems *** *** *** Gaithersburg, MD *** We sincerely regret any inconvenience *** *** may have experienced with slow speeds and video streaming issuesWe are hopeful waiving 100% of the early termination fee and refunding $will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact usPlease refer to Case ID ***Thank you very much for your considerationSincerely, JC*** Executive Customer Support
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
HughesNet did not address the fact that they wrongfully sent info to a creditor and damaged my creditThis issue needs to be dealt with immediatelyThere is no way they are going to enter me into a contract without my knowledge, use my ss#,ruin my credit,
and get away with itSo many laws have been brokenHughesNet knows they broke the lawMessing with someone's credit takes things to a whole new levelI don't understand why I need to keep demanding to be taken out of an illegal contract I had no knowledge aboutHughesNet needs to follow the lawThis is fraud
Regards,
*** ***
January 16, 2017Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- Re: *** * ***File# ***Dear Mr*** In response to your letter, to the executive customer support division of Hughes, it is our
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understanding that Ms*** has some concerns regarding her service.Our executive customer care representative reviewed all pertinent database recordsAfter further review, please be advised when Ms*** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. We show the early termination fee was waived by our customer support teamMs*** may contact our billing department at *** with any additional questions.We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, EF
*** *** *** ***
***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Hughes net contacted me via phone on Thursday, they said they would call me back that evening at 7PM when I was at home near my computerThey have yet to call me backThey did the EXACT same thing that they have been doing to me for monthsPromise to call, promise to do something, when they know they are going to do nothingNot only that, they are still telling me my service has been upgraded, when is has not, I have gone through this with them several times, and every time someone calls me, they do not seem to know anything about the previous several calls that have taken place, I have to re explain everything to them, they will not listen, and make me do the same things over and over again only to end up with the same result, and tell me they will call me back, which they never doEvery time I call them, (because they haven't called) there is some reason they need to call me backWhich again, THEY NEVER DOBeyond frustrated!
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]Hughes stated in their response that they have provided internet that worksThis in inaccurate per the many many phone calls I have made to this company regarding speeds below 5MBPS and I was told I would be getting 15MBPS which this has been never reached by your companyYou are correct the credit has finally been applied for March after two more phones callsAfter these calls I still have not receive this "New" system your company is now providing that I was told over a month ago would be mailed to meThe contract you are stating, I would like a copy which was never provided and was never told about ANY kind of cancellation fee I have never seen a contract and per my previous complaint, the only signature I've ever provided your company was for the installerThis was a white screen on his phone and exact words from the installer was "I need your signature to verify I'm on site"I never received or was asked to review any kind of contract that states there is a cancelation feeThere are thousands of reviews that Hughes does this to their costumersYou stated you would provide a service, which has not been done, why am I paying for a fee when the company hasn't provided a service that myself, the consumer, was informed? Again, isn't it fraud to have someone sign a contract without even seeing the contract? I would like to cancel my service that hasn't worked in monthsI am not willing to pay a cancelation fee for your service that I've tried fixing on my end after many hours on the phone with your customer service reps along with your IT installer whom came back out to my house and stated he can't fix the issue and in fact it's running at a very poor state quote "less than 5mbps"How is this my fault? Why should I pay for a fee for a service you haven't provided?
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis acceptance is contingent upon receiving a prompt credit for the returned equipment. I sincerely regret the service not operating to expectations implied by their advertising.
Regards,
*** ***
*** *** *** 10/6/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404 RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** *** is
subscribed to HughesNet services and has recently had to have a technician visit and is concerned with the dispatch fee that was chargedIt has been verified that *** *** first subscribed to HughesNet internet September 1st, It was also determined that *** *** had to call into HughesNet support on multiple occasions for service related issuesHughesNet completed an audit on *** ***'s account and based on the lengthy case history and issues with equipment failures and replacements, HughesNet has taken the audit into very careful consideration and have decided to resolve *** ***'s complaint in his favorHughesNet has provided a credit of $for the dispatch fee to his account as well as provided a time-without-service credit of days, which equals a credit of $HughesNet hopes this will be considered an amicable resolutionHughesNet would also like to mention to *** *** that the new GEN service has been launched and is available in his areaFor the same monthly price *** *** is currently paying, he can get more data and faster speeds with a new modem/router from HughesNetIf *** *** would like to hear more about the GEN service or find out about any special promotional pricing he may be eligible for, *** *** can contact HughesNet support at ###-###-#### We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationWarmest Regards, D.M*** SrExecutive Customer Support [email protected]
*** *** *** 12/6/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** ***
is subscribed to HughesNet services and has had some concerns relating to promises made at time of order with regards to her VPN use and the HughesNet service compatibilityHughesNet has reviewed all pertinent details relating to *** ***'s complaint and have reached out to her directlyAccording to the Quality Assurance report from the sales call, *** *** clearly expressed her need for internet while using a VPN for her jobThe third party contracted sales agent failed to read the required disclosures about VPN to *** ***HughesNet did explain this to *** *** and she requested the Corporate Officer call her back the following day to see what her decision was in reference to canceling her servicesBased on the results of the report and audit, HughesNet conducted an on-site visit to the center that mislead *** *** and failed to follow sales call guidelinesHughesNet conducted a training and coaching session with all agents with a refresher on the company's policies and guidelines including all disclosures that must be read to customers verbatim if the topics are brought upAdditionally, HughesNet applied a credit to *** ***'s account for her initial payment of $until an amicable resolution could be reachedHughesNet did follow up with *** *** per her request on December 5th, and was able to reach a successful resolution to her concernsHughesNet's Corporate Officer was able to retain her business and offer some helpful education on data management; she was also provided with the information to get registered with the support center and was educated on data tokens and bonus zone data available to her every monthAdditionally, the payment method was updated to e-check, Express Repair Premium was removed, and a courtesy token package of tokens was added to her accountFurthermore, due to inaccurate information from sales, *** *** was offered a service plan upgrade to the GB Plan price matched to her current plan*** *** agreed to this offer as wellLastly, *** *** did ask about termination fees if for some reason down the road she wishes to cancel service with HughesNetThe Corporate Officer agreed that if she decides to cancel at a later date the early termination fees will be waived for her; additionally, she was told that after months she will need to call back into HughesNet support to have the service discount of $for months reapplied to make up the difference in service plan costs*** *** was given the following case # *** and was informed when calling in to HughesNet support she will want to provide this reference number so HughesNet agents will honor all the offers madeHughesNet would like to express our sincere apologies to *** *** for the inconveniences she may have had and HughesNet is glad to know she has decided to keep her services with usAt the close of the call, no further assistance was needed by *** *** and she was very thankful for the outcomeHughesNet is hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M*** Executive Customer Care Support Division
August 11, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr*** In response to
your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that Ms***’s account was activated on October 4, and requested to cancel her service on July 28, Due to the account being cancelled outside of the month commitment period, there is no contractual agreement and the early termination fee of $does not applyRegarding Ms***’s request to return her purchased equipment for credit please be advised that Hughes subscriber agreement contains specific language that states purchased equipment must be returned within the first days to be eligible for return creditAt this point that equipment is out of warranty and has far exceeded the period of time permitted to be returned for credit SERVICE COMMITMENT AND EARLY TERMINATION FEES All Service Plans except for the *** *** *** *** *** *** require a commitment of twenty-four (24) monthsIf you have subscribed to any plans others than the *** *** *** *** *** ***, and you terminate service prior to the expiration of the commitment, you will owe, and your credit or debit card will be charged, the Early Termination Fees described belowIn addition, you will be required to return the applicable Equipment to Hughes whenever you terminate your service, or you will be required to pay the Unreturned Equipment Fee described belowEarly Termination: Purchase Option (Equipment and standard installation purchased upfront) If you cancel your order before installation, you will not be charged, but if you have paid a processing fee, that fee will not be refundedIf you cancel within days of activation, no service termination fees will be charged, but you will not receive any refund for installation charges or other feesYou may return your HughesNet modem, power supply, and radio for a $refundAll equipment must be received in good condition within days of termination in order to receive this refund We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration Very truly yours, Darron ** W*** *** *** ***
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Todd ***
November 17, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** *** Complaint ID: *** Dear *** ***: In response to your letter dated October 15, to the Executive Customer Care division
of HughesNet, it is our understanding that *** *** has some concerns regarding the performance of her HughesNet service*** *** is seeking to terminate service without penaltyOur Executive Customer Care representative reviewed all pertinent database records, including the conversation with our sales associate and three calls made to our technical support teamHughesNet understands *** ***'s frustration and concernHer concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers*** ***'s explained she provided our sales associate full details of her household's internet activity which included online *** gaming, viewing emails, school homework and *** for hours a week*** *** must keep in mind at the point of sale, a service plan that will benefit her household's needs can only be suggested by our sales associateWe clearly explained *** live or *** will not work over HughesNet service and first person shooter or rapid response games will not playWe explained once the GB allowance is consumed the speed will slow down where watching any video or pictures will not be possible*** *** must keep in mind HughesNet practices a fair access policy which applies to all service plansFair access policy is in place to ensure equal internet access and consistent performance for all HughesNet subscribers*** ***'s service plans is assigned a data allowance of GB per monthThis is the amount of data, in bytes, which can be uploaded or downloaded within the month at full speedIf the GB data allowance is consumed, the speed of the service will be reduced until the next billing period (8th of the month)The speed may be reduced to as low as or lower than MbpsHughesNet has provided subscribers a time frame of 2:am to 8:am seven days a week to schedule the downloading of large files and will not apply to their designated service plan thresholdAll customer's can also buy data tokens which add data allowance and release the account from the Fair Access Policy or our customer's can upgrade to a service plan that offers more data allowanceService plans can be viewed at our online support center: supportcenter.myhughesnet.com and have launched a new satellite in April that provides our Gen serviceHughesNet is unable to revise the Fair Access Policy due to shared bandwidth with all our subscribersComplete terms and conditions about our Fair Access Policy can be read at legal.hughesnet.comOur records indicate troubleshooting was attempted on April 18, for an *** connectivity issue and it was confirmed with ** *** the laptop was not experiencing any connectivity issuesAnd, on July 16, when the data allowance exceeded which can only be resolved by purchasing data tokens or upgrading to a higher data planOur diagnostic tests confirmed usage has stopped and we can only assume *** *** is not connecting to the HughesNet service because she mentioned she purchased a different service providerHughesNet values *** *** as a customer and we wish to retain her businessTo that end, HughesNet would like the opportunity to adequately troubleshoot any connectivity issues outside the Fair Access PolicyWe can offer the assistance of our advanced technical support to work with *** *** to hopefully resolve her technical issuesAlso, HughesNet partnered with Home Tech Support which is a service available to our customers experiencing issues that are non-HughesNet service related such as slow speeds, service performance issues, spam/malware, and additional PC or home network problemsAs a courtesy, we can offer this HughesNet partner service free of chargeIf *** *** wishes to take advantage of this courtesy complimentary diagnosis and resolution of eligible issues, please contact our customer care department to connect you to the Home Tech Support team*** ***'s concern with the $per month plan was explained correctly when she spoke to our billing support team on September 8, We explained downgrading the service within the billing cycle will create a prorated credit on the following statement and itemized details can be located at our online support center under “My Bill”The monthly rate for service is retailed at $plus tax, but she is currently receiving a service discount which reduces the monthly rate to $plus tax: Service Credit ($20.00)x-$Equipment Lease $HughesNet GenChoice $Invoice Charge $Regarding *** ***'s concerns with promises she feels were not kept by HughesNet and lies to keep her quiet, this is not HughesNet's intention and we apologize for any misunderstandingWe appreciate *** *** is providing us the opportunity to clarify the data limits associated with our satellite internet service and the opportunity to explain we offer different service plans for different household budgets and needsPlease be advised when *** *** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesAt this point the early termination fee of $is valid because the connectivity issue was caused by consuming the GBS *** *** pays forTechnical issues outside of our Fair Access Policy, like *** connectivity issues, we can offer our highest level technical support team to uncover any underlying issues with your serviceAs we explained in our voice mail message to *** ***, the early termination fee reduces $each monthWe sincerely regret any inconvenience *** *** may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact mePlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ###-###-####
December 14, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** *** File # ***Dear Mr***In response to your letter, to the executive customer support division of Hughes, it is our understanding that
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Mr*** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database recordsRelated to the fire disaster, Hughes will waive the equipment return and the early termination feeMr*** would need to contact our customer support team at *** and refer to case number *** to facilitate the request. We sincerely regret any inconvenience that Mr*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, EF
*** *** *** ***
***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:1st - When I signed up for HughesNet service, we were not told that we had to sign up for Auto Pay We were informed that we had to give a card upon start of service as a ONE-TIME authorization to start service Again, we were not informed by the sales person who set up our account All calls are recorded so they can go back and listen to my initial call We were NOT informed of that.2nd - Regarding the payment made online, they have two options for online payment One is to make a one-time payment (which is what option I used) or to add a credit card and enroll in auto-pay By using the one-time payment option, I should not have been charged for the amount due on May 13th the day after I paid my April 13th bill.If this is how the company wants to do business with people, I want to have my service contract terminated with no early termination fees due to SALES FRAUD by the initial sales representative
Regards,
*** ***
August 30, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr*** In response to your
letter to the Executive Customer Support division of Hughes, It is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms***’s service was activated on December 10, On June 16, 2016, Ms*** called to request to cancel her service and declined to troubleshoot the serviceMs*** was informed of the early termination fee in the amount of $for the internet service and $for the phone service as a result of canceling during the month commitment period At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBWhen Ms*** began her service she was subscribed to the Hughes Gen Choice package which was $49.99, the modem rental of $9.99, express repair in the amount of $11.95, Hughes voice service in the amount of $plus taxesMs*** was also receiving a $service credit for both the internet and phone service for three monthsOn February 8, Ms*** called customer support to report browsing issues and was informed that she had exceeded her data allowance and was offered an upgrade to the Hughes Gen Prime plus at no cost for one monthAfter that month the Prime plus plan was $The $difference in cost that Ms*** was experiencing was a result of the $in service credits expiring and upgrading her service plan from $to $ Regarding Ms***’s request to cancel without penalty, please be advised that when Ms*** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesAll customers have days to cancel without penaltyPlease be advised that there were no issues with the service and Ms*** declined to troubleshoot and stated she needed to cancel for financial reasonsWith no opportunity to address technical concerns we can’t justifiably waive the early termination fee however as a courtesy we will issue a credit in the amount of $to cover half of the early termination fee and that amount will be refunded to the card on file We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours, Darron W***
*** *** ***
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***
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns about the early termination fee.Our Executive Customer Support reviewed all pertinent database records.We are unable to locate the account informationIn order
*SrExecutive Customer Support
to bring resolution to Mr***’ complaint, Hughes would need the account number or phone number associated with the complaint.Mr*** may contact me at the number below to bring closure to his complaintHughes is wholly committed to clarifying the nature of MrRobert’s concerns and expectations relative to his accountWe look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with Mr***.Very truly yours,Ecole F
*** *** *** 11/28/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- RE: *** ** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** ***
is subscribed to HughesNet services and recently had some concerns with the data usage and being depleted within the first week after resetting.HughesNet has reviewed all pertinent information with regards to *** ***'s concern, and it was validated that this month's data reset on November 3rd and drained to zero percent by November 10thHughesNet viewed the previous month's usage to compare, and after reset on October 3rd, by November 3rd *** *** still had 4.3GB remainingHughesNet did see this is alarming also, so the Corporate Officer handling his complaint spoke to him on November 28th*** *** stated that HughesNet agents told him to turn off the modem to complete a depletion test; this is the incorrect procedure to perform this test and *** *** knew this as wellHe also stated all he really wanted was the data that was lost to be restored and they did not assist him with this request eitherHughesNet's Corporate Officer apologized for the inconveniences and asked some questions about the *** which *** *** was still usingIt was discovered that this is the original modem from the initial install and HughesNet feels that it would be appropriate to upgrade his current modem to the *** free of chargeHe accepted the offer, and the Corporate Officer placed the order for *** *** which should arrive within five business daysUpon receiving the new ***, *** *** needs to power it on and let it activate and register for about an hourAdditionally, the old modem and D-link router can be disposed of by appropriate means per his local waste managementThe new HughesNet system is a modem/router combination and no additional routers are requiredAs an added courtesy, HughesNet provided 6GB worth of data tokens for *** *** and applied a service discount of $off for his next six billing cyclesHughesNet would like to thank *** *** for his continued business and hopes he enjoys the new equipmentWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportWarmest Regards, D.M*** Executive Customer Care Support Division
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Hughes Net caused an over-draft of my debit account which *** *** removed the funds needed to make the payment requested from my Senior Savings Account and charged us $over-draft transfer feeI explained this charge to the associate that took my call at Hughes Net and she stated that Hughes Net would reimburse us for the fee since the error was their faultWell, they did notWe are short $in funds caused by Hughes Net and feel it is their responsibility to return our account to the original status prior to them removing our funds in an illegal manor
Regards,
*** ***