October 26, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]
Dear Mr. [redacted]In response to your letter it is our understanding that Ms. [redacted] has some additional concerns regarding...
her service. Our Executive Customer Care representative reviewed all pertinent database records. After review, our records reflect there was a call to our customer support team regarding switching her to invoice billing. However, Ms. [redacted] was transferred to the billing department. After the transfer, there are no further notes regarding changing the account to invoice billing. Possibly due to dropped call which is why the account remained on credit card billing. In addition, customer do have the option to keep their current phone number and by porting process. However, there are no notes indicating Ms. [redacted] called our customer support team to go through the porting process. Regarding sales, we were able to listen to the sales call stating the first bill would be $35.83. However, Ms. [redacted] was charged $85.83. We have added a credit of $50.00 to the account. Installer will make sure the Hughes equipment is install successfully. Wi-Fi service using a third party application is a courtesy set up. Please be advised when Ms. [redacted] 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 period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. In light of Ms. [redacted] issues, we have waived the phone early termination fee. There are no calls to the support team regarding the internet service as a result the remaining early termination fee of $355.00 would need to be paid. In addition, Hughes doesn’t show the equipment was returned. Ms. [redacted] would need to provide the tracking number and contact our customer support team at 1-866-347-3292 to credit the fee. Once the unreturned fee is issued as a credit, the remaining balance will be $355.00. This amount needs to be paid to bring the closing balance to $0.00.We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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,E. F[redacted]
July 12, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Case # [redacted] Dear [redacted]: In response to your letter dated July 6, 2017 to the...
Executive Customer Care division of Hughes, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service. [redacted] is seeking improvement with latency when loading web pages or cancel service without penalty as it is under 30 days of activation. Our Executive Customer Care representative reviewed all pertinent database and indicate that [redacted]‘s account was activated on June 19, 2017. [redacted] contacted HughesNet on July 6, 2017 to troubleshoot to determine if there were any problems with her service. Our technical team advised [redacted] that her current system was performing properly and speeds were within performance limits. Our technical team advised [redacted] it is common to experience latency when loading web pages with high or heavy content, such as [redacted]. Latency is impacted by the distance data has to travel from one place to another. With satellite internet, latency is slightly higher (longer) than other transports because the data has to travel back and forth to satellites that are more than 20,000 miles in the sky. Still, latency is typically under a second and should not impact most general internet activities noticeably but may impact web pages with high or heavy content like [redacted]. However, [redacted] is requesting to improve the time it takes to load high or heavy content pages and is requesting that HughesNet continue to work toward a solution. Hughes values [redacted] as a customer and we wish to retain her business. We are hoping [redacted] can find other uses for the HughesNet service for other internet activities and keep [redacted] as our valued customer. Offering additional troubleshooting for latency concerns may not improve the time it takes to load web pages, however, HughesNet can offer the assistance of our advanced technical support to work with [redacted] to verify if latency can be improved. 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 problems. As a courtesy we can offer this HughesNet partner service free of charge and to set the correct expectation it may or may not improve latency. If you wish 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. Regarding [redacted]‘s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, our sales representative expressed that speeds cannot be guaranteed and customer’s are subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]‘s circumstances, HughesNet agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we can offer a credit of $200.00 to her account representing the early termination fee. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request your 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. Sincerely, Josie C[redacted] Executive Customer Support [redacted] [email protected]
June
10, 2015Dear
[redacted]:In response
to your letter it is our understanding that [redacted] has some concerns
regarding his service. Our
Executive Customer Care representative reviewed all pertinent database records. After
further review, Hughes maintains a $5.00 monthly service fee...
to offset the cost
of invoice generation, mailing, and processing. Hughes’ customers that maintain
a credit or debit card for the purpose of paying monthly fees are not charged
an additional $5.00 per month fee. In addition,
Hughes’ subscriber agreement contains definitive statements regarding the $5.00
per month invoice generation fee. “In the event that, for whatever reason,
services charges are paid by you pursuant to a paper invoice to be prepared by
Hughes, Hughes will charge you an additional administrative fee of $5.00 per
month.”We show [redacted]’s account is currently on credit card billing. He may view the terms and
condition of the invoice fee at legal.hughesnet.com. [redacted]
currently has $20.00 off the account for (3) months.Account
Number : [redacted]Date
Due : 06/27/2015Invoice
Number : **-[redacted]Issue
Date : 05/28/2015Purchase
Order # : N/AHUGHESNET
and BROADBAND UNBOUND are trademarks of Hughes Network Systems, LLCAccount
ChargesDescription Total
Accounts Charged Amount Discounts Service
Discount ($20.00 x 3 Months) 1 -$20.00 Service
Fees HughesNet
Service 3-month Credit 1 -$10.00 HughesNet
Gen4 Prime-Prorated 1 $30.00 HughesNet
Gen4 Prime 1 $59.99 HughesNet
Gen4 Choice-Prorated 1 -$25.00 Rental
Fees HughesNet
Equipment Lease 1 $9.99 Warranty
Fees Express
Rep[redacted] Premium 1 $11.95 Other
Fees Invoice
Charge 1 $5.00 Property
Tax Surcharge 1 $0.75 Total
Accounts Charged 1 $62.68 Summary and Tax DetailsDescription Charges ($)Account
Charges $62.68Sponsored
Charges $0.00Installation
& Field Service Charges $0.00Total
Taxes $3.52Total
Charges and Taxes $66.20Unfortunately,
Hughes will not issue a refund for the invoice fee.[redacted] would
need to contact me directly if he has any additional questions. We sincerely
regret any inconvenience that [redacted] may have experienced and are hopeful
that our actions will serve as a demonstration of our good faith. 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,Ecole F[redacted]Sr. Executive
Customer Support
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted] In response to your letter dated December 5th, 2017 to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has concerns regarding the quality of service he is receiving with our new Generation 5 technology. We agree with the customer it is Hughesnet's responsibility to correct the issue, but we cannot solve the customer's problem without [redacted]'s cooperation. This is what HughesNet is asking for. It is our primary goal to solve the customer's technical problems so we can provide him with the best service quality we have to offer. I contacted [redacted] before and communication between the Executive Customer Care department and the customer to troubleshoot while he is home is problematic. This is why I have referred him to our 24 hour technical support line so he can call when it is convenient for him. We are ready and willing to solve the customer's problem's but we do need to have him on the phone in order to eliminate some factors that may be effecting his services that are not Hughes related. There may even be some basic steps which will correct his issues. If the problem is more complicated we can escalate it to our next level of support, and if the problem is not Hughes related we can offer a free fix through our partner Home Technical support. We are here to offer the customer options and solutions to the problem but we cannot solve the problem without communication from the customer. We would like to stress that HughesNet agents are here to help. If [redacted] does not want to give HughesNet the opportunity to solve his technical problems the early termination fees will still be valid should he choose to cancel his service. We sincerely regret any inconvenience that [redacted] 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.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
July 7, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street North[redacted] 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint [redacted]
Dear Mr. [redacted]: In response to your...
letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on December 15, 2015. On February 10, 2016, Ms. [redacted] initially called to request to cancel the service because of relocation and was advised that Hughes could move the service at no charge and the move program was accepted. On February 11, 2016 Ms. [redacted] called to request to cancel the move program and agreed to suspend the service which can be done for up to six months per rolling 12 months. The suspension covers only the service. Lease fees and any other subscription services aren’t covered during suspension and the contractual period is frozen until the account is reactivated manually per request or at the end of the suspension period. On May 3, 2016 the account was locked because there was a past due balance of $21.53 which was paid on May 17, 2016. Once the account was brought current it was unlocked by the system and removed from suspension. On May 17, 2016 Ms. [redacted] again requested to cancel the service and indicated that she has already moved but the landlord wouldn’t permit the installation of the satellite dish when the move program was again offered. On June 13, 2016 the account was cancelled. As a result of cancellation within her contractual agreement, Ms. [redacted]’s account was charged an early termination fee in the amount of $370.00 which she agreed to pay and Hughes agreed to waive the outstanding balance of $95.22. Ms. [redacted] was also charged $300 for the unreturned equipment. Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] 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 agreement. All customers have 30 days from the time of activation to cancel without penalty. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Ms. [redacted] experienced with our service, we have issued a credit of $185.00 to her account representing half of the early termination fee. In addition we will send a prepaid label and instructions so that the leased equipment can be returned for credit. Ms. [redacted] can use any box of her own to send back the radio transmitter, modem, and power supply which will be detailed in the instructions. We sincerely regret any inconvenience that Ms. [redacted] 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[redacted]
December 8, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter dated November 22, 2017 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service, data allowance and the auto draft made after the termination request. [redacted] is requesting her money back for the $370 early termination fee. Our Executive Customer Care representative reviewed all pertinent database records and listened to 5 support calls she made to HughesNet. Addressing [redacted]'s concerns with internet not being strong enough where she could not connect the [redacted] or computer. Our records indicate that [redacted] was activated July 21, 2017 and requested to terminate service on November 20, 2017. Between that period HughesNet was not made aware of any connectivity issues until she called to terminate service. HughesNet was never given the opportunity to address her technical issue and offer a resolution. [redacted] called November 20th and our technical support team explained slow browsing was due to exceeding her 20 GB data allowance. [redacted] immediately decided to terminate her service rather than review her options for a solution. We want to remind [redacted] if she exceeds the monthly plan data, she will experience reduced speeds, typically 1-3 Mbps, until the next billing cycle. HughesNet offers our customer's numerous options. Our customer's can wait for the data allowance to reset on the 21st of the following month. Or, they can choose to purchase data tokens from our online support center, which will resume browsing speeds to 25 MBPS download and 3 MBPS upload until the token allowance is used up. Or, if she finds her household needs more data allowance they can choose to upgrade the service plan. Token pricing is as follows: 3 GB=$9, 5 GB=$15, 10 GB=$30, 25 GB=$75. Service plans are as follows: 10GB=$49.99, 20 GB=$69.99, 30 GB=$99.99, 50 GB=$129.99. [redacted] disputes she exceeded her data allowance, but HughesNet has self-help tools in our online support center that allow our customer's to manage and monitor data usage. [redacted] did not register her account to take advantage of this feature. Regarding [redacted]‘s request to cancel without penalty, please be advised when [redacted] 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 period. Consequently, we believe that we have a contractual right to assess these fees. The $370 early termination fee is valid because the service was working within the performance limits when the account had enough data allowance. [redacted] also did not report any technical issues outside exceeding the data allowance. [redacted] can still avoid the early termination fee by reactivating the account no later than January 5, 2017 and we can waive the $25 reactivation fee. HughesNet would like to confirm the download speed resumes to 25 MBPS and upload 3 MBPS when the account has enough data allowance. If speed is still slow after resetting the data allowance HughesNet would like the opportunity to fix the issue. If HughesNet finds the issue cannot be resolved we can work with [redacted] with the early termination fee. It is the customer's responsibility to ship back the equipment within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300. A box was shipped on November 21, 2017 with a tracking number of [redacted]. The tracking number shows the return kit arrived November 28, 2017 at 1:59 PM. Please return the modem, power cord, and the radio transmitter no later than January 5, 2018. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support [redacted]
[redacted] 11/27/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted]...
is subscribed to HughesNet services and had some concerns with regards to the early termination fee policy and service reliability. It has been confirmed that [redacted] first subscribed to HughesNet service on April 29th, 2017 and first made a call into HughesNet support on May 3rd, 2017 with regards to the voice services on his HughesNet account. Following this contact it was confirmed that there were some issues with the porting of [redacted]'s current phone number however, within a week the issue was resolved and the voice service was fully operational. HughesNet completed an audit on [redacted]'s account including invoices and case history and it was determined that in June [redacted] called with issues relating to the voice service again unfortunately he was not on site to perform troubleshooting with the technical team. Based on the investigation that the HughesNet Corporate Officer completed there was apparent issues with [redacted]'s voice services but the internet was working just as promised. There were a few call made into HughesNet support where [redacted] had exceeded his monthly data allowance and was subjected to HughesNet's Fair Access Policy which reads, “To ensure fair Internet access for all HughesNet® Gen5 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Reduced speeds may be as low as or lower than 1 Mbps and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” Additionally, HughesNet did notice that [redacted] has 18 available free tokens on his account that he may go and redeem as needed when he is experiencing slow speeds. These tokens will bring him out of FAP and back up to full speeds. [redacted] can redeem these through the support center, under the usage meter and by clicking on the buy tokens button. The address for the support center is www.supportcenter.myhughesnet.com. HughesNet's Corporate Officer ran some diagnostics on [redacted]'s service and noticed a few additional concerns that HughesNet would like to educate him on. First, [redacted] has 10 days remaining before his data resets and he currently is showing 7.8GB remaining out of his monthly allowance of 20GB. [redacted] should also remember that between the hours of 2am-8am there is 50GB of Free Data for him to use each month he receives these Bonus Bytes. Second, currently there is a DirecTv box connected via 2.4GHz wifi that will consume data faster than most devices. HughesNet recommends that devices not being used get disconnected from the wifi so they do not consume the data. Even though the device may be turned off as long as it stays connected to the wifi information will be transmitted through the internet. Lastly, HughesNet completed some speed tests and the results were within the parameters that [redacted]'s service plan offers. HughesNet has determined that because the system is fully operational and data usage charts do show that the internet is being utilized [redacted] would not be able to cancel services without being charged an early termination fee. Furthermore, [redacted] did accept the subscriber agreement at the time of order as well as signed this agreement on the install date. [redacted] can refer to www.legal.hughesnet.com for all HughesNet's policies, disclaimers, terms and conditions. HughesNet understands that this may not have been the outcome he had hoped for but in order for HughesNet to consider waiving any early termination fees we must be able to justify reason why. HughesNet cannot find any major concerns with [redacted]'s services but if he is experiencing issues he can contact HughesNet support and troubleshoot with the technical team who are available 24/7. HughesNet has provided [redacted] with a new service discount that will take effect on his next billing cycle. In order to reach an amicable resolution to his concerns HughesNet has provided $15 off for his next 12 months of his invoices. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
December 14, 2016 Mr[redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your second rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted] service was activated on May 9, 2016. On November 9, 2016 Ms. [redacted] service was locked due to nonpayment. Regarding Ms. [redacted] latest concern requesting a copy of a contract please be advised there was no paper contract to sign. The installers have the customers sign a tablet or mobile device. As standard procedure, customers are read the terms and conditions which includes the 24 month commitment during the sales call. There is no paper form of the subscriber agreement that can be supplied. The subscriber agreement can be found in its entirety at legal.hughesnet.com. The electronic signature is required prior to the service being commissioned agreeing to the terms and conditions of the subscriber agreement as well as agreeing to the service being operational after install and there is a signature agreeing the terms. Please be advised there is a signature on file. Unfortunately we’re not able to honor Ms. [redacted] request to have the sales call released to her. Recorded calls are only available via a court subpoena as in when there is a case of stolen identity. Please be advised that Hughes’ subscriber does contain specific language that states it’s the customer’s responsibility to return all equipment and it specifies what equipment needs to be returned. It is also standard for the agent to inform what needs to be returned when the cancellation request is made because they are reading the terms and conditions to the customer. Our records indicate the terms and conditions which included instructions of what needed to be returned were read during the final disclosure of the cancellation request. In addition Hughes mailed a return kit on November 23, 2016 containing instructions of everything that needs to be returned. If a tech is needed to deinstall the radio transmitter there is a dispatch fee in the amount of $100.00 per the terms and conditions. “Returning Equipment to Hughes Upon termination of Service, Lease and Recovery Act customers are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of cancellation date. The equipment must be received in good condition in order to avoid the Unreturned Equipment Fee. An Unreturned Equipment Fee of up to $300 will be charged to your account for Equipment not returned. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200. Customers who purchased HughesNet equipment and who cancel their subscription within thirty (30) days after activation may return the modem, power supply, and radio to Hughes upon account termination. All equipment must be received in good condition within 45 days of termination in order to receive a $200 hardware credit. No refunds will be given in respect of cancellations which take place beyond 30 days after activation. For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges. You will not receive a credit for installation charges or other fees.” We sincerely regret any inconvenience that Ms. [redacted] 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[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
This is a generic response from this company. My wife and I have spent countless hours talking to technical support throughout this company. We have also unplugged our modem and router completely as instructed during a test cycle. During this said period our data dropped. We were then informed by the representative that it was an acceptable decline that they don't have an issue with.[redacted] does not play at our residence. We can barely get videos to load on our technical devices let alone an entire movie. I have yet to find any game capable of being correctly played online with this service. The reason for this issue is the unreliability of the service which is in no way, shape, or form described or mentioned to you in any way upon obtaining the service. My family pays around 170$ per month for hughesnet service. We have the 20 gb plan and constantly run out so we buy tokens to renew our service speeds. We have asked multiple times if there is a higher package available and have always been told no. This is the first time of ever hearing of a 50 gb package deal.The package we pay monthly for is described as a 15 mb download and 2 mb upload. This is not the case. Multiple test have been ran. Highest speeds have been 4 to 7 mb download and 250 to 750 kbs upload. These speeds are what causes the severe lag issues we have, rendering us to basically use this service to surf the Web and email. If we received the actual speeds we are paying for there would be no issues.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
J[redacted]
February 10, 2017 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File # [redacted]Dear [redacted]In response to your letter to the executive customer support division of Hughes, it is our...
understanding that Mr. [redacted] has some concerns regarding his HughesNet service.Our executive customer care representative reviewed all pertinent database records. We show the discount of $20.00 off for a (11) months was applied as a courtesy and not for the life of the service. We have fullfied the $20.00 off for (11) months and in addition we also applied $20.00 off for (5) months to the account. Once this discount expires. Hughes will be unable to issue any additional credits. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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,E. F[redacted]
[redacted]
[redacted]
December 1, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] Complaint ID: [redacted] Dear [redacted]:In response to your letter dated November 4, 2017 to the Executive Customer Care division...
of HughesNet, we contacted [redacted] in an attempt to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding the transfer of account ownership and no record of HughesNet equipment that was taken by the installer. [redacted] is disputing the unreturned equipment fee and the early termination fee. HughesNet understands [redacted]'s frustration and concern. Her concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers. We reviewed all pertinent database records and calls made to HughesNet prior to establishing contact with [redacted]. HughesNet sincerely apologizes for the poor explanation we provided and clarified for [redacted] an account ownership can only be transferred to a new owner who is willing to take over the service and contract when the equipment was purchased. [redacted]'s account had leased equipment. The new homeowner established a new account with a new account number which left the ongoing bill generation for [redacted]'s account. We confirmed the account is now completely terminated. Account and charges should have terminated on August 17, 2017. We applied a credit adjustment for payments [redacted] made after August 17, 2017 for a total of $138.41. A refund check of $138.41 will be mailed to her Bentwood Lane address within 30 days. The new charges we billed for in October and November in the amount of $109.46 were reversed since payment was never collected. [redacted] can verify updated billing information at our website within the next 24 hours: supportcenter.myhughesnet.com. We confirmed she has the User ID and reset her password. If she would like the refund check sent to a different address, the address can be updated on the website.HughesNet contacted the installer and confirmed he took the radio transmitter and modem when he installed service for [redacted]. The tracking number for the radio transmitter is [redacted] and for the modem is [redacted]. We assured [redacted] she will not be held responsible for the unreturned equipment fee of $300.Regarding the early termination fee, our Executive Customer Care representative advised [redacted] when she 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 period. The $370 early termination fee is valid because she canceled service prior to expiration of the service commitment. She was hoping the early termination fee can be waived due to misleading information HughesNet provided with account ownership information. We informed [redacted] we offer our move program to avoid the fee and it allows our customer's to move the service to their new address. [redacted] declined because her newly built home is not ready and just wants to be done with this. Considering [redacted]'s difficulties and as a courtesy, HughesNet can waive 50% of the early termination fee and issue a credit of $185. The remaining amount of the early termination fee is $185 that needs to be paid to bring the closing balance to $0.00.We sincerely apologize and regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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. Please refer to Case ID 107693096. Thank you very much for your consideration.Sincerely,J C[redacted]Executive Customer Support[redacted]
February 26, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’ service was activated on July 12, 2011. On July 23, 2014, Mr. [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment. On February 4, 2015, Mr. [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, Mr. [redacted]’s account was charged an early termination fee in the amount of $130.00. Regarding Mr. [redacted]’s request to cancel without penalty, please be advised that when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit of $65.00 to his account representing half of the early termination fee and that amount has been refunded to the card on file. We sincerely regret any inconvenience that Mr. [redacted] 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[redacted]Executive Customer Support###-###-####[redacted]
January 13, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]Dear [redacted]:In response to your letter, it is our understanding that you have some concerns regarding the equipment...
refund.Our Executive Customer Support reviewed all pertinent database records. After further review, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Lease Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. There is a $99.99 de-installation fee.The equipment needed to be returned within (45) days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).As a result of not returning all the equipment in a timely matter, [redacted] was charged $210.60 representing the unreturned radio fee.There is a pending credit to the account in the amount of $210.60. This amount will be refunded back to the credit card on file in approximately (7) to (10) business days.We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Sincerely,Ecole F[redacted]Sr. Executive Customer Support###-###-####[email protected]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated September 23rd, 2017 to the Executive Customer Care...
division of Hughes, it is our understanding that [redacted] has concerns regarding the unreturned equipment fees charged to the account. Having listened to the call in which [redacted] cancelled the services it is clear that the customer confirmed the mailing address for the return mailer to be sent to the service address although he had stated earlier in the call that he had moved. In any other circumstances it would be the customer’s responsibility to notify the company that he had not received the mailer since he was made aware that he had to return this equipment within 45 days and had not received a box. Due to a technology update we will, as a courtesy to the customer, treat the equipment as though it has been received. This will credit back the amount of $318.00 and the customer can call to expedite the refund. We sincerely regret any inconvenience that [redacted] 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.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I
am rejecting this response because:
There won’t even
acknowledge the fact there, sale tactic is mis-leading and fraudulent...
There is no don't in my mind I'm not the only consumer used false sales
pitch on!
For another rep from Hughes
net too just go on how I don't owe them anymore money, not even address
the real issue of what the disclaimer is about is mind blowing!
People should know that this corporation lies, and truly
wont overlook complaints per real reasoning behind a class action
lawsuit. What Hughes net does is borderline criminal; they make their
money with that $400.00 buy back I was told how they 're already in business of
doing things was overlooked. Oh and that my response per this case I will definitely
be another customer to file a complaint with the State Attorney General!
Regards,
[redacted]
January 20, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to...
the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on August 21, 2014. On November 25, 2014, [redacted] requested to cancel the service and because there were a couple of instances where the call was completed with the agent, the order wasn’t immediately processed. The service was eventually canceled and as a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $281.52. Regarding [redacted]’s request to receive written documentation of the subscriber agreement, please be advised that information can be found online at legal.hughes.com. At this point we can confirm the service is canceled and we have received the leased equipment associated with [redacted]’s account. We sincerely regret any inconvenience that [redacted] 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[redacted]Executive Customer Support###-###-####[email protected]
In
response to your letter to the executive customer care division of
Hughes, it is our understanding that Mr. [redacted] has some concerns
regarding his HughesNet service. After
further review, Mr. [redacted]’s account was put on suspension. Please
be advised that any applicable equipment fees that...
exist on an
account will continue during the suspension period. At the end of a
suspension period, the customer’s account will automatically
activate and the billing cycle will be restarted. As
a result of the suspension period ending the account was
automatically reactivated. Therefore, Mr. [redacted] continued to be
billed $69.67. Mr.
[redacted] has disputed charges of $ 69.67. When a company rules in favor
of the customer, it does not resolve the account status with Hughes.
Therefore, the customer must work with Hughes to resolve the
overriding issue for the dispute. The disputed amount of $69.67 will
bounced back to the account. We
have added a credit of the $69.67 to cover the awarded disputed
amount which will bring the amount due to $0.00. Mr.
[redacted] may contact me directly with any additional questions. We
sincerely regret any inconvenience that Mr. [redacted] may have
experienced and are hopeful that our actions will serve as a
demonstration of our good faith. 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,Ecole
F[redacted]Sr.
Executive Customer Support###-###-####[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
S[redacted]
June
19, 2015Dear
[redacted]:In
response to your letter to the executive customer care division of Hughes, it
is our understanding that [redacted] has some concerns regarding her service. Our executive
customer care representative reviewed all pertinent database records. “To
ensure fair...
Internet access for all HughesNet® Gen4 subscribers,
Hughes maintains a special Fair Access Policy for these subscribers. This
policy establishes an equitable balance in Internet access for all HughesNet
subscribers. Hughes assigns a Data Allowance to each service plan that limits
the amount of data that may be downloaded or uploaded within a one-month
period. Subscribers who exceed this limit will experience a temporary reduction
of speed.”“Actual
speeds vary based on the amount of traffic on the Internet, content on a
particular Website, or by the overall performance and configuration of your
computer. Stated speeds and uninterrupted use of service are not guaranteed.
Actual speeds will likely be lower than the maximum speeds during peak hours.”While Hughes
makes every effort to disclose our benefits and limitations, Hughes understands
[redacted]’s frustration and concern. After
further review, we show [redacted]’s account is cancelled and the activation fee
is typically not refundable. However, Hughes has issued a refund of $158.98 to
the credit card on file.A box will
arrive within 7-10 business days after cancellation and the equipment needs to
be returned which includes the modem, power cord, and the radio transmitter
within 45 days to avoid being charged Un returned Equipment Fee of up to $300.[redacted] may
contact me directly with any additional questions.We sincerely
regret any inconvenience that [redacted] may have experienced and are hopeful
that our actions will serve as a demonstration of our good faith. 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,Ecole F[redacted]Sr. Executive
Customer Support
October 26, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]
Dear Mr. [redacted]In response to your letter it is our understanding that Ms. [redacted] has some additional concerns regarding...
her service. Our Executive Customer Care representative reviewed all pertinent database records. After review, our records reflect there was a call to our customer support team regarding switching her to invoice billing. However, Ms. [redacted] was transferred to the billing department. After the transfer, there are no further notes regarding changing the account to invoice billing. Possibly due to dropped call which is why the account remained on credit card billing. In addition, customer do have the option to keep their current phone number and by porting process. However, there are no notes indicating Ms. [redacted] called our customer support team to go through the porting process. Regarding sales, we were able to listen to the sales call stating the first bill would be $35.83. However, Ms. [redacted] was charged $85.83. We have added a credit of $50.00 to the account. Installer will make sure the Hughes equipment is install successfully. Wi-Fi service using a third party application is a courtesy set up. Please be advised when Ms. [redacted] 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 period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. In light of Ms. [redacted] issues, we have waived the phone early termination fee. There are no calls to the support team regarding the internet service as a result the remaining early termination fee of $355.00 would need to be paid. In addition, Hughes doesn’t show the equipment was returned. Ms. [redacted] would need to provide the tracking number and contact our customer support team at 1-866-347-3292 to credit the fee. Once the unreturned fee is issued as a credit, the remaining balance will be $355.00. This amount needs to be paid to bring the closing balance to $0.00.We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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,E. F[redacted]
July 12, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Case # [redacted] Dear [redacted]: In response to your letter dated July 6, 2017 to the...
Executive Customer Care division of Hughes, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service. [redacted] is seeking improvement with latency when loading web pages or cancel service without penalty as it is under 30 days of activation. Our Executive Customer Care representative reviewed all pertinent database and indicate that [redacted]‘s account was activated on June 19, 2017. [redacted] contacted HughesNet on July 6, 2017 to troubleshoot to determine if there were any problems with her service. Our technical team advised [redacted] that her current system was performing properly and speeds were within performance limits. Our technical team advised [redacted] it is common to experience latency when loading web pages with high or heavy content, such as [redacted]. Latency is impacted by the distance data has to travel from one place to another. With satellite internet, latency is slightly higher (longer) than other transports because the data has to travel back and forth to satellites that are more than 20,000 miles in the sky. Still, latency is typically under a second and should not impact most general internet activities noticeably but may impact web pages with high or heavy content like [redacted]. However, [redacted] is requesting to improve the time it takes to load high or heavy content pages and is requesting that HughesNet continue to work toward a solution. Hughes values [redacted] as a customer and we wish to retain her business. We are hoping [redacted] can find other uses for the HughesNet service for other internet activities and keep [redacted] as our valued customer. Offering additional troubleshooting for latency concerns may not improve the time it takes to load web pages, however, HughesNet can offer the assistance of our advanced technical support to work with [redacted] to verify if latency can be improved. 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 problems. As a courtesy we can offer this HughesNet partner service free of charge and to set the correct expectation it may or may not improve latency. If you wish 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. Regarding [redacted]‘s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, our sales representative expressed that speeds cannot be guaranteed and customer’s are subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]‘s circumstances, HughesNet agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we can offer a credit of $200.00 to her account representing the early termination fee. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request your 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. Sincerely, Josie C[redacted] Executive Customer Support [redacted] [email protected]
June
10, 2015Dear
[redacted]:In response
to your letter it is our understanding that [redacted] has some concerns
regarding his service. Our
Executive Customer Care representative reviewed all pertinent database records. After
further review, Hughes maintains a $5.00 monthly service fee...
to offset the cost
of invoice generation, mailing, and processing. Hughes’ customers that maintain
a credit or debit card for the purpose of paying monthly fees are not charged
an additional $5.00 per month fee. In addition,
Hughes’ subscriber agreement contains definitive statements regarding the $5.00
per month invoice generation fee. “In the event that, for whatever reason,
services charges are paid by you pursuant to a paper invoice to be prepared by
Hughes, Hughes will charge you an additional administrative fee of $5.00 per
month.”We show [redacted]’s account is currently on credit card billing. He may view the terms and
condition of the invoice fee at legal.hughesnet.com. [redacted]
currently has $20.00 off the account for (3) months.Account
Number : [redacted]Date
Due : 06/27/2015Invoice
Number : **-[redacted]Issue
Date : 05/28/2015Purchase
Order # : N/AHUGHESNET
and BROADBAND UNBOUND are trademarks of Hughes Network Systems, LLCAccount
ChargesDescription Total
Accounts Charged Amount Discounts Service
Discount ($20.00 x 3 Months) 1 -$20.00 Service
Fees HughesNet
Service 3-month Credit 1 -$10.00 HughesNet
Gen4 Prime-Prorated 1 $30.00 HughesNet
Gen4 Prime 1 $59.99 HughesNet
Gen4 Choice-Prorated 1 -$25.00 Rental
Fees HughesNet
Equipment Lease 1 $9.99 Warranty
Fees Express
Rep[redacted] Premium 1 $11.95 Other
Fees Invoice
Charge 1 $5.00 Property
Tax Surcharge 1 $0.75 Total
Accounts Charged 1 $62.68 Summary and Tax DetailsDescription Charges ($)Account
Charges $62.68Sponsored
Charges $0.00Installation
& Field Service Charges $0.00Total
Taxes $3.52Total
Charges and Taxes $66.20Unfortunately,
Hughes will not issue a refund for the invoice fee.[redacted] would
need to contact me directly if he has any additional questions. We sincerely
regret any inconvenience that [redacted] may have experienced and are hopeful
that our actions will serve as a demonstration of our good faith. 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,Ecole F[redacted]Sr. Executive
Customer Support
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted] In response to your letter dated December 5th, 2017 to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has concerns regarding the quality of service he is receiving with our new Generation 5 technology. We agree with the customer it is Hughesnet's responsibility to correct the issue, but we cannot solve the customer's problem without [redacted]'s cooperation. This is what HughesNet is asking for. It is our primary goal to solve the customer's technical problems so we can provide him with the best service quality we have to offer. I contacted [redacted] before and communication between the Executive Customer Care department and the customer to troubleshoot while he is home is problematic. This is why I have referred him to our 24 hour technical support line so he can call when it is convenient for him. We are ready and willing to solve the customer's problem's but we do need to have him on the phone in order to eliminate some factors that may be effecting his services that are not Hughes related. There may even be some basic steps which will correct his issues. If the problem is more complicated we can escalate it to our next level of support, and if the problem is not Hughes related we can offer a free fix through our partner Home Technical support. We are here to offer the customer options and solutions to the problem but we cannot solve the problem without communication from the customer. We would like to stress that HughesNet agents are here to help. If [redacted] does not want to give HughesNet the opportunity to solve his technical problems the early termination fees will still be valid should he choose to cancel his service. We sincerely regret any inconvenience that [redacted] 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.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
July 7, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street North[redacted] 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint [redacted]
Dear Mr. [redacted]: In response to your...
letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on December 15, 2015. On February 10, 2016, Ms. [redacted] initially called to request to cancel the service because of relocation and was advised that Hughes could move the service at no charge and the move program was accepted. On February 11, 2016 Ms. [redacted] called to request to cancel the move program and agreed to suspend the service which can be done for up to six months per rolling 12 months. The suspension covers only the service. Lease fees and any other subscription services aren’t covered during suspension and the contractual period is frozen until the account is reactivated manually per request or at the end of the suspension period. On May 3, 2016 the account was locked because there was a past due balance of $21.53 which was paid on May 17, 2016. Once the account was brought current it was unlocked by the system and removed from suspension. On May 17, 2016 Ms. [redacted] again requested to cancel the service and indicated that she has already moved but the landlord wouldn’t permit the installation of the satellite dish when the move program was again offered. On June 13, 2016 the account was cancelled. As a result of cancellation within her contractual agreement, Ms. [redacted]’s account was charged an early termination fee in the amount of $370.00 which she agreed to pay and Hughes agreed to waive the outstanding balance of $95.22. Ms. [redacted] was also charged $300 for the unreturned equipment. Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] 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 agreement. All customers have 30 days from the time of activation to cancel without penalty. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Ms. [redacted] experienced with our service, we have issued a credit of $185.00 to her account representing half of the early termination fee. In addition we will send a prepaid label and instructions so that the leased equipment can be returned for credit. Ms. [redacted] can use any box of her own to send back the radio transmitter, modem, and power supply which will be detailed in the instructions. We sincerely regret any inconvenience that Ms. [redacted] 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[redacted]
December 8, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter dated November 22, 2017 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service, data allowance and the auto draft made after the termination request. [redacted] is requesting her money back for the $370 early termination fee. Our Executive Customer Care representative reviewed all pertinent database records and listened to 5 support calls she made to HughesNet. Addressing [redacted]'s concerns with internet not being strong enough where she could not connect the [redacted] or computer. Our records indicate that [redacted] was activated July 21, 2017 and requested to terminate service on November 20, 2017. Between that period HughesNet was not made aware of any connectivity issues until she called to terminate service. HughesNet was never given the opportunity to address her technical issue and offer a resolution. [redacted] called November 20th and our technical support team explained slow browsing was due to exceeding her 20 GB data allowance. [redacted] immediately decided to terminate her service rather than review her options for a solution. We want to remind [redacted] if she exceeds the monthly plan data, she will experience reduced speeds, typically 1-3 Mbps, until the next billing cycle. HughesNet offers our customer's numerous options. Our customer's can wait for the data allowance to reset on the 21st of the following month. Or, they can choose to purchase data tokens from our online support center, which will resume browsing speeds to 25 MBPS download and 3 MBPS upload until the token allowance is used up. Or, if she finds her household needs more data allowance they can choose to upgrade the service plan. Token pricing is as follows: 3 GB=$9, 5 GB=$15, 10 GB=$30, 25 GB=$75. Service plans are as follows: 10GB=$49.99, 20 GB=$69.99, 30 GB=$99.99, 50 GB=$129.99. [redacted] disputes she exceeded her data allowance, but HughesNet has self-help tools in our online support center that allow our customer's to manage and monitor data usage. [redacted] did not register her account to take advantage of this feature. Regarding [redacted]‘s request to cancel without penalty, please be advised when [redacted] 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 period. Consequently, we believe that we have a contractual right to assess these fees. The $370 early termination fee is valid because the service was working within the performance limits when the account had enough data allowance. [redacted] also did not report any technical issues outside exceeding the data allowance. [redacted] can still avoid the early termination fee by reactivating the account no later than January 5, 2017 and we can waive the $25 reactivation fee. HughesNet would like to confirm the download speed resumes to 25 MBPS and upload 3 MBPS when the account has enough data allowance. If speed is still slow after resetting the data allowance HughesNet would like the opportunity to fix the issue. If HughesNet finds the issue cannot be resolved we can work with [redacted] with the early termination fee. It is the customer's responsibility to ship back the equipment within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300. A box was shipped on November 21, 2017 with a tracking number of [redacted]. The tracking number shows the return kit arrived November 28, 2017 at 1:59 PM. Please return the modem, power cord, and the radio transmitter no later than January 5, 2018. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support [redacted]
[redacted] 11/27/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted]...
is subscribed to HughesNet services and had some concerns with regards to the early termination fee policy and service reliability. It has been confirmed that [redacted] first subscribed to HughesNet service on April 29th, 2017 and first made a call into HughesNet support on May 3rd, 2017 with regards to the voice services on his HughesNet account. Following this contact it was confirmed that there were some issues with the porting of [redacted]'s current phone number however, within a week the issue was resolved and the voice service was fully operational. HughesNet completed an audit on [redacted]'s account including invoices and case history and it was determined that in June [redacted] called with issues relating to the voice service again unfortunately he was not on site to perform troubleshooting with the technical team. Based on the investigation that the HughesNet Corporate Officer completed there was apparent issues with [redacted]'s voice services but the internet was working just as promised. There were a few call made into HughesNet support where [redacted] had exceeded his monthly data allowance and was subjected to HughesNet's Fair Access Policy which reads, “To ensure fair Internet access for all HughesNet® Gen5 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Reduced speeds may be as low as or lower than 1 Mbps and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” Additionally, HughesNet did notice that [redacted] has 18 available free tokens on his account that he may go and redeem as needed when he is experiencing slow speeds. These tokens will bring him out of FAP and back up to full speeds. [redacted] can redeem these through the support center, under the usage meter and by clicking on the buy tokens button. The address for the support center is www.supportcenter.myhughesnet.com. HughesNet's Corporate Officer ran some diagnostics on [redacted]'s service and noticed a few additional concerns that HughesNet would like to educate him on. First, [redacted] has 10 days remaining before his data resets and he currently is showing 7.8GB remaining out of his monthly allowance of 20GB. [redacted] should also remember that between the hours of 2am-8am there is 50GB of Free Data for him to use each month he receives these Bonus Bytes. Second, currently there is a DirecTv box connected via 2.4GHz wifi that will consume data faster than most devices. HughesNet recommends that devices not being used get disconnected from the wifi so they do not consume the data. Even though the device may be turned off as long as it stays connected to the wifi information will be transmitted through the internet. Lastly, HughesNet completed some speed tests and the results were within the parameters that [redacted]'s service plan offers. HughesNet has determined that because the system is fully operational and data usage charts do show that the internet is being utilized [redacted] would not be able to cancel services without being charged an early termination fee. Furthermore, [redacted] did accept the subscriber agreement at the time of order as well as signed this agreement on the install date. [redacted] can refer to www.legal.hughesnet.com for all HughesNet's policies, disclaimers, terms and conditions. HughesNet understands that this may not have been the outcome he had hoped for but in order for HughesNet to consider waiving any early termination fees we must be able to justify reason why. HughesNet cannot find any major concerns with [redacted]'s services but if he is experiencing issues he can contact HughesNet support and troubleshoot with the technical team who are available 24/7. HughesNet has provided [redacted] with a new service discount that will take effect on his next billing cycle. In order to reach an amicable resolution to his concerns HughesNet has provided $15 off for his next 12 months of his invoices. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
December 14, 2016 Mr[redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your second rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted] service was activated on May 9, 2016. On November 9, 2016 Ms. [redacted] service was locked due to nonpayment. Regarding Ms. [redacted] latest concern requesting a copy of a contract please be advised there was no paper contract to sign. The installers have the customers sign a tablet or mobile device. As standard procedure, customers are read the terms and conditions which includes the 24 month commitment during the sales call. There is no paper form of the subscriber agreement that can be supplied. The subscriber agreement can be found in its entirety at legal.hughesnet.com. The electronic signature is required prior to the service being commissioned agreeing to the terms and conditions of the subscriber agreement as well as agreeing to the service being operational after install and there is a signature agreeing the terms. Please be advised there is a signature on file. Unfortunately we’re not able to honor Ms. [redacted] request to have the sales call released to her. Recorded calls are only available via a court subpoena as in when there is a case of stolen identity. Please be advised that Hughes’ subscriber does contain specific language that states it’s the customer’s responsibility to return all equipment and it specifies what equipment needs to be returned. It is also standard for the agent to inform what needs to be returned when the cancellation request is made because they are reading the terms and conditions to the customer. Our records indicate the terms and conditions which included instructions of what needed to be returned were read during the final disclosure of the cancellation request. In addition Hughes mailed a return kit on November 23, 2016 containing instructions of everything that needs to be returned. If a tech is needed to deinstall the radio transmitter there is a dispatch fee in the amount of $100.00 per the terms and conditions. “Returning Equipment to Hughes Upon termination of Service, Lease and Recovery Act customers are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of cancellation date. The equipment must be received in good condition in order to avoid the Unreturned Equipment Fee. An Unreturned Equipment Fee of up to $300 will be charged to your account for Equipment not returned. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200. Customers who purchased HughesNet equipment and who cancel their subscription within thirty (30) days after activation may return the modem, power supply, and radio to Hughes upon account termination. All equipment must be received in good condition within 45 days of termination in order to receive a $200 hardware credit. No refunds will be given in respect of cancellations which take place beyond 30 days after activation. For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges. You will not receive a credit for installation charges or other fees.” We sincerely regret any inconvenience that Ms. [redacted] 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[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
This is a generic response from this company. My wife and I have spent countless hours talking to technical support throughout this company. We have also unplugged our modem and router completely as instructed during a test cycle. During this said period our data dropped. We were then informed by the representative that it was an acceptable decline that they don't have an issue with.[redacted] does not play at our residence. We can barely get videos to load on our technical devices let alone an entire movie. I have yet to find any game capable of being correctly played online with this service. The reason for this issue is the unreliability of the service which is in no way, shape, or form described or mentioned to you in any way upon obtaining the service. My family pays around 170$ per month for hughesnet service. We have the 20 gb plan and constantly run out so we buy tokens to renew our service speeds. We have asked multiple times if there is a higher package available and have always been told no. This is the first time of ever hearing of a 50 gb package deal.The package we pay monthly for is described as a 15 mb download and 2 mb upload. This is not the case. Multiple test have been ran. Highest speeds have been 4 to 7 mb download and 250 to 750 kbs upload. These speeds are what causes the severe lag issues we have, rendering us to basically use this service to surf the Web and email. If we received the actual speeds we are paying for there would be no issues.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
J[redacted]
February 10, 2017 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File # [redacted]Dear [redacted]In response to your letter to the executive customer support division of Hughes, it is our...
understanding that Mr. [redacted] has some concerns regarding his HughesNet service.Our executive customer care representative reviewed all pertinent database records. We show the discount of $20.00 off for a (11) months was applied as a courtesy and not for the life of the service. We have fullfied the $20.00 off for (11) months and in addition we also applied $20.00 off for (5) months to the account. Once this discount expires. Hughes will be unable to issue any additional credits. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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,E. F[redacted]
[redacted]
[redacted]
December 1, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] Complaint ID: [redacted] Dear [redacted]:In response to your letter dated November 4, 2017 to the Executive Customer Care division...
of HughesNet, we contacted [redacted] in an attempt to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding the transfer of account ownership and no record of HughesNet equipment that was taken by the installer. [redacted] is disputing the unreturned equipment fee and the early termination fee. HughesNet understands [redacted]'s frustration and concern. Her concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers. We reviewed all pertinent database records and calls made to HughesNet prior to establishing contact with [redacted]. HughesNet sincerely apologizes for the poor explanation we provided and clarified for [redacted] an account ownership can only be transferred to a new owner who is willing to take over the service and contract when the equipment was purchased. [redacted]'s account had leased equipment. The new homeowner established a new account with a new account number which left the ongoing bill generation for [redacted]'s account. We confirmed the account is now completely terminated. Account and charges should have terminated on August 17, 2017. We applied a credit adjustment for payments [redacted] made after August 17, 2017 for a total of $138.41. A refund check of $138.41 will be mailed to her Bentwood Lane address within 30 days. The new charges we billed for in October and November in the amount of $109.46 were reversed since payment was never collected. [redacted] can verify updated billing information at our website within the next 24 hours: supportcenter.myhughesnet.com. We confirmed she has the User ID and reset her password. If she would like the refund check sent to a different address, the address can be updated on the website.HughesNet contacted the installer and confirmed he took the radio transmitter and modem when he installed service for [redacted]. The tracking number for the radio transmitter is [redacted] and for the modem is [redacted]. We assured [redacted] she will not be held responsible for the unreturned equipment fee of $300.Regarding the early termination fee, our Executive Customer Care representative advised [redacted] when she 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 period. The $370 early termination fee is valid because she canceled service prior to expiration of the service commitment. She was hoping the early termination fee can be waived due to misleading information HughesNet provided with account ownership information. We informed [redacted] we offer our move program to avoid the fee and it allows our customer's to move the service to their new address. [redacted] declined because her newly built home is not ready and just wants to be done with this. Considering [redacted]'s difficulties and as a courtesy, HughesNet can waive 50% of the early termination fee and issue a credit of $185. The remaining amount of the early termination fee is $185 that needs to be paid to bring the closing balance to $0.00.We sincerely apologize and regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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. Please refer to Case ID 107693096. Thank you very much for your consideration.Sincerely,J C[redacted]Executive Customer Support[redacted]
February 26, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’ service was activated on July 12, 2011. On July 23, 2014, Mr. [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment. On February 4, 2015, Mr. [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, Mr. [redacted]’s account was charged an early termination fee in the amount of $130.00. Regarding Mr. [redacted]’s request to cancel without penalty, please be advised that when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit of $65.00 to his account representing half of the early termination fee and that amount has been refunded to the card on file. We sincerely regret any inconvenience that Mr. [redacted] 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[redacted]Executive Customer Support###-###-####[redacted]
January 13, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]Dear [redacted]:In response to your letter, it is our understanding that you have some concerns regarding the equipment...
refund.Our Executive Customer Support reviewed all pertinent database records. After further review, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Lease Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. There is a $99.99 de-installation fee.The equipment needed to be returned within (45) days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).As a result of not returning all the equipment in a timely matter, [redacted] was charged $210.60 representing the unreturned radio fee.There is a pending credit to the account in the amount of $210.60. This amount will be refunded back to the credit card on file in approximately (7) to (10) business days.We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Sincerely,Ecole F[redacted]Sr. Executive Customer Support###-###-####[email protected]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated September 23rd, 2017 to the Executive Customer Care...
division of Hughes, it is our understanding that [redacted] has concerns regarding the unreturned equipment fees charged to the account. Having listened to the call in which [redacted] cancelled the services it is clear that the customer confirmed the mailing address for the return mailer to be sent to the service address although he had stated earlier in the call that he had moved. In any other circumstances it would be the customer’s responsibility to notify the company that he had not received the mailer since he was made aware that he had to return this equipment within 45 days and had not received a box. Due to a technology update we will, as a courtesy to the customer, treat the equipment as though it has been received. This will credit back the amount of $318.00 and the customer can call to expedite the refund. We sincerely regret any inconvenience that [redacted] 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.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I
am rejecting this response because:
There won’t even
acknowledge the fact there, sale tactic is mis-leading and fraudulent...
There is no don't in my mind I'm not the only consumer used false sales
pitch on!
For another rep from Hughes
net too just go on how I don't owe them anymore money, not even address
the real issue of what the disclaimer is about is mind blowing!
People should know that this corporation lies, and truly
wont overlook complaints per real reasoning behind a class action
lawsuit. What Hughes net does is borderline criminal; they make their
money with that $400.00 buy back I was told how they 're already in business of
doing things was overlooked. Oh and that my response per this case I will definitely
be another customer to file a complaint with the State Attorney General!
Regards,
[redacted]
January 20, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to...
the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on August 21, 2014. On November 25, 2014, [redacted] requested to cancel the service and because there were a couple of instances where the call was completed with the agent, the order wasn’t immediately processed. The service was eventually canceled and as a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $281.52. Regarding [redacted]’s request to receive written documentation of the subscriber agreement, please be advised that information can be found online at legal.hughes.com. At this point we can confirm the service is canceled and we have received the leased equipment associated with [redacted]’s account. We sincerely regret any inconvenience that [redacted] 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[redacted]Executive Customer Support###-###-####[email protected]
In
response to your letter to the executive customer care division of
Hughes, it is our understanding that Mr. [redacted] has some concerns
regarding his HughesNet service. After
further review, Mr. [redacted]’s account was put on suspension. Please
be advised that any applicable equipment fees that...
exist on an
account will continue during the suspension period. At the end of a
suspension period, the customer’s account will automatically
activate and the billing cycle will be restarted. As
a result of the suspension period ending the account was
automatically reactivated. Therefore, Mr. [redacted] continued to be
billed $69.67. Mr.
[redacted] has disputed charges of $ 69.67. When a company rules in favor
of the customer, it does not resolve the account status with Hughes.
Therefore, the customer must work with Hughes to resolve the
overriding issue for the dispute. The disputed amount of $69.67 will
bounced back to the account. We
have added a credit of the $69.67 to cover the awarded disputed
amount which will bring the amount due to $0.00. Mr.
[redacted] may contact me directly with any additional questions. We
sincerely regret any inconvenience that Mr. [redacted] may have
experienced and are hopeful that our actions will serve as a
demonstration of our good faith. 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,Ecole
F[redacted]Sr.
Executive Customer Support###-###-####[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
S[redacted]
June
19, 2015Dear
[redacted]:In
response to your letter to the executive customer care division of Hughes, it
is our understanding that [redacted] has some concerns regarding her service. Our executive
customer care representative reviewed all pertinent database records. “To
ensure fair...
Internet access for all HughesNet® Gen4 subscribers,
Hughes maintains a special Fair Access Policy for these subscribers. This
policy establishes an equitable balance in Internet access for all HughesNet
subscribers. Hughes assigns a Data Allowance to each service plan that limits
the amount of data that may be downloaded or uploaded within a one-month
period. Subscribers who exceed this limit will experience a temporary reduction
of speed.”“Actual
speeds vary based on the amount of traffic on the Internet, content on a
particular Website, or by the overall performance and configuration of your
computer. Stated speeds and uninterrupted use of service are not guaranteed.
Actual speeds will likely be lower than the maximum speeds during peak hours.”While Hughes
makes every effort to disclose our benefits and limitations, Hughes understands
[redacted]’s frustration and concern. After
further review, we show [redacted]’s account is cancelled and the activation fee
is typically not refundable. However, Hughes has issued a refund of $158.98 to
the credit card on file.A box will
arrive within 7-10 business days after cancellation and the equipment needs to
be returned which includes the modem, power cord, and the radio transmitter
within 45 days to avoid being charged Un returned Equipment Fee of up to $300.[redacted] may
contact me directly with any additional questions.We sincerely
regret any inconvenience that [redacted] may have experienced and are hopeful
that our actions will serve as a demonstration of our good faith. 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,Ecole F[redacted]Sr. Executive
Customer Support