December 7, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** Complaint ID: *** Dear *** *** We received *** ***'s letter here at the corporate office regarding issues she
experienced with our service after her cat knocked down the modemHughesNet understands her frustration and concern*** ***'s concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customersOur Executive Customer Care representative reviewed all pertinent database records and reviewed the support calls *** *** made prior to establishing contact with *** ***She mentioned her concern was being told by HughesNet that she will need to pay the dispatch fee to the technician when he performs the on-site visitThis kept her from scheduling an appointment sooner and was left without internet from November 20th to December 1stWe apologized for the miscommunication and clarified the dispatch fee will be charged on the customer’s HughesNet account which will appear on their next bill*** *** also mentioned on December 1st during the on-site technician visit he told her the issue was caused by a loose fitting on the satellite dish outsideOur Executive Customer Care representative explained prior to calling *** *** we viewed data usage before November 10th to confirm an internet connection and it showed a good amount of data usageWe also spoke with the technician to get details about the problem he found and verify the service order was completedOur dispatch team explained upon arrival the technician found no communication and was not able to determine the reasonThe technician replaced the modem and the service started working fineThe service order was completed and closedWe apologized for the misinformation and cannot begin to understand the reason he told *** *** the fitting on the satellite dish caused the issueConsidering *** ***'s lack of internet from November 20th to December 1st, we have issued a credit of $to her accountThe credit will appear on her next billOutside of the Revdex.com complaint we felt obligated to inform *** *** that while researching the account on December 6th we noticed her data allowance was at 87% and on December 7th when we called it dropped to 40%We reminded *** *** HughesNet satellite internet has a data allowance depending on the service plan purchased and she currently has the GB planHughesNet does not charge any overage fees and does not turn off the internetIf she exceeds her monthly plan data, she will experience reduced speeds, typically 1-Mbps, until the next billing cycleIf this happens our customer's have the choice to wait for the data allowance to reset on the 16th of the following monthOr, they can choose to purchase data tokens from our online support center, which will resume browsing speeds to MBPS download and MBPS upload until the token allowance is used upOr, if she finds her household needs more data allowance they can choose to upgrade the service planToken pricing is as follows: GB=$9, GB=$15, GB=$30, GB=$Service plans are as follows: 10GB=$49.99, GB=$69.99, GB=$99.99, GB=$*** *** passed the phone over to the account holder, *** ***She chose to upgrade her service plan to GBS and HughesNet offered a service discount of $off for 24-monthsThe new monthly rate will be $plus tax, which includes the service plan and equipment lease feeWe informed *** *** the next bill will show prorated charges for the new service plan from 12/to 12/+ a full monthly charge for service from 12/to 1/+ the $dispatch fee + the $creditComplete billing details can be viewed at our online support center and we offered to help register the account*** *** mentioned she can register at her own convenience and we provided the site account number she will need to register the accountIf additional assistance is needed *** *** can contact our technical support team which is available hours a day, days a weekWe sincerely regret any inconvenience *** *** and *** *** may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact usPlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
C*** ***
*** *** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005-Re: *** *** *** Complaint ID: *** *** ***, In response to your letter dated December 8th, to the Executive Customer Care division of Hughes, it is our understanding that *** *** has concerns regarding the overdraft fees on his bank accountI apologize for the oversightI have credited $towards *** ***'s overdraft feesThis amount will be refunded the next time the bill processes which will be December 15thWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationRespectfully, MF* HughesNet Executive Customer Care [email protected]
December 14, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * *** File# ***Dear Mr***: In response to your letter it is our understanding that Ms*** has some concerns regarding her
Hughes service Our Executive Customer Care representative reviewed all pertinent database recordsAfter review, Ms***’s account was provided a discount of $for (7) months at that time customers are sent an email informing them of the discounted amount and timeframesAs a result of Ms***’s frustration, we attempted to restore her faith by offering an additional discount as a courtesy to lower her billHowever, she declined. We show the account is cancelledMs*** would need to remove her guardian’s information from the account by contacting our customer support team at ###-###-####Unfortunately, we will be unable to provide any refunds to the accountAgents will advise customers of the discounted timeframesIt is the customer’s responsibility to keep track of the dates We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationVery truly yours,EF*SrExecutive Customer Support***
In
response to your letter, to the executive customer support division
of Hughes, it is our understanding that Mr*** has some concerns
regarding his service.Our
executive customer care representative reviewed all pertinent
database records“To ensure fair Internet access for
all
HughesNet subscribers, Hughes maintains a special Fair Access Policy
for these subscribersThis policy establishes an equitable balance
in Internet access for all HughesNet subscribersHughes assigns a
Data Allowance to each (Gen4) 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.”“Some
users consume much more bandwidth than the average user, and they
will experience reduced download speeds as a result of exceeding
their Download AllowanceYou may be surprised to find that the top
one percent (1%) of users download times more the average userBy
providing a Data Allowance, more of the shared bandwidth is made
available for everyone to useMost users will have a better
experience as a result of the Fair Access PolicyOnline activities
such as viewing Websites, checking email, watching video clips or
similar short streaming media, and automatic software updates are
unlikely to cause you to exceed your monthly Data Allowance.”After
further review, the Fair Access Policy is a tangible part of our
service based on the parameters of each planWe are unable to revise
the policyIn
light of Mr***’s issues, we have applied a refund of $
to the credit card on fileThe refund will take up to (72) hours to
receiveMr
*** may contact me directly with any additional questions.We
sincerely regret any inconvenience that Mr*** may have
experienced and are hopeful that our actions will serve as a
demonstration of our good faithIn the event you have any additional
questions or comments, do not hesitate to contact meThank you very
much for your consideration.Very truly yours, Ecole F*SrExecutive Customer Support
November 18, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * *** File# ***Dear Mr***:In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr*** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database recordsAfter review, we show there are no calls in August regarding moving the serviceThe first call made to move the service was on 10/24/and Hughes created a move order. As a courtesy, Hughes has waived half of the early termination fee and issued a credit of $to the accountThe remaining balance of $would need to be paid to bring the closing balance to $ Unfortunately we will be unable to provide any additional credits to the account. A box will arrive within 7-business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that Mr*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, E F*SrExecutive Customer Support***
That is all that I asked for, but got HOURS of run around on the phoneOne note however I am *** *** !! not ** *** and I am a her not a him.
Regards,
*** ***
March 26, 2015 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear Mr***: In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr***’s account was activated on March 9, and requested to cancel his service on March 12, Will we request a sales call review to see if the agent read the proper disclaimer regarding using Hughes’ service for gamingIn addition, we will investigate how Mr***’s name ended up on the account instead of his wifeTypically an agent will ask if there is someone else in the home as to where credit verification can be used to qualify for lease and the best offers available if the caller doesn’t qualify Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply We sincerely regret any inconvenience that Mr*** 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 DW***Executive Customer Support###-###-####***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
J*** ***
December 2, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * *** File# ***Dear Mr***:In response to your letter it is our understanding that Ms*** has some concerns regarding her
service Our Executive Customer Care representative reviewed all pertinent database recordsAfter review, Ms*** did pay $for the first month and each month will be $a month plus lease fee of $and applicable taxesThere will be no continued monthly $feeThe current bill is $57.65.We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationVery truly yours,EF*SrExecutive Customer Support***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I would like to hear the recorded message from when I called to sign up for the trail of this service when I was told I had days and if the service did not work I was not obligated to any contractIn reading this letter from Hughesnet I see where they said they where giving me one month free in amount of $~~ I was told that this service was $a month NOT $My security system will not work because it is so slowAnd the internet will NOT work at all when there is a storm so we can not watch the radar if there is a tornado comingI would have NEVER signed up for this for $a monthMore Lies ! I have to go to a friends house to emailI get messages all of the time telling me I am not connected to the internet because it is soooo slowI assure you it is very inadequate !!!!!!!!!!Photos attached showing where it does not work
Regards,
*** ***
December
4, 2014Dear
*** ***:In
response to your letter to the executive customer care division of Hughes, it
is our understanding that *** *** has some concerns regarding being
advised she had a (12) month commitment versus a (24) month commitment.Early
Termination: Lease Option If
you cancel your order before
installation, you
will be refunded the amount that was collected at time of order.If you cancel after activation but
before the end of your 24-month term commitment, you will be charged a Service
Termination Fee of up to $The exact amount of the Service Termination Fee
will be $for the first ninety (90) days after activation of the HughesNet
ServiceThereafter, the amount will decrease by $per month for each month
of active Service.Please be advised
ALL customers have a (24) month commitment.While Hughes
makes every effort to disclose our benefits and limitations, Hughes understands
*** ***’s frustration and concern. After
further review, we will allow *** *** cancel without penalty*** *** would need to use her case number (***) when canceling her
account if she is still within her commitment period. The
equipment must be returned within (45) days after cancellation to avoid being
charged an unreturned equipment fee*** *** should receive a box and
pre-paid label for the successful return to Hughes after cancellation.*** ***
may contact me directly with any additional questions.We sincerely
regret any inconvenience that *** *** may have experienced and are
hopeful that our actions will serve as a demonstration of our good faithIn
the event you have any additional questions or comments, do not hesitate to
contact me. Thank you very much for your
consideration.Very truly
yours,Ecole F
December 4, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: *** *** Complaint ID: *** Dear *** ***: In response to your letter dated November 15, to the Executive Customer Care
division of HughesNet, we contacted *** *** in an attempt to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding the removal of automatic payments from his account and service was interrupted with our payment alerts after he was told his service will not be interrupted*** *** is seeking a credit adjustment for the period the alerts restricted his internet access, November to November 16, HughesNet understands *** ***'s frustration and concernHis concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customersOur Executive Customer Care representative reviewed all pertinent database records and reviewed the calls made to our billing support teamDuring our conversation on December 4th, we explained an account switched from automatic payments to invoice billing take effect on the next billing date, December 10, We have the ability to generate an invoice statement which may take a few extra days to arrive at the billing addressMeantime, the system still recognizes the account as being set up for automatic payments and our payment collection process will continue from November through November During the payment collection period the account will receive payment alerts, which can only be stopped if a payment is received or a due date extension is applied to the account*** *** requested HughesNet to change the payment collection process for accounts switching to invoice billing to allow more time to receive a statementHughesNet appreciates *** ***'s feedback and allowing us the opportunity to clarify our billing processWe assured *** *** his account is set up for invoice billing and the next invoice will be mailed on December 10th to his site addressWe reminded *** *** he can always view his statements on our website by signing in with his User ID and passwordIf *** *** needs any assistance with signing in, please contact our billing support teamConsidering *** ***‘s billing issues, HughesNet has applied a credit adjustment of $for the period the alerts restricted his internet access from November to November Enhancement training will be provided to our billing support team to ensure we set the correct expectations when an account is switched to invoice billingWe sincerely regret any inconvenience *** *** may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact mePlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
January 6, Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * *** File# ***Dear MrDennis: In response to your letter, to the executive customer support division of Hughes, it is our
understanding that Mr*** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records“When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” Customers’ do have the capability to stream Netflix, however heavy streaming can bring customers to exceed their designated downloading thresholdWe recommend not watching movies in high definition to lessen their usage. After further review, in light of the difficulties Mr*** experience with our service, Hughes has waived the disputed service fee in the amount of $64.89, bringing the closing balance to $0.00.We sincerely regret and apologize for any inconvenience that Mr*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, E F*
*** *** *** ***
***
November 9, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr***: In response to your
letter to the Executive Customer Support division of Hughes, It is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms***’s service was activated on August 2, On September 23, Ms*** requested to cancel her service and was advised of the early termination fee in the amount of $for the internet service and $for the phone service as a result of canceling during the contractual period At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBPlease be advised the first days the data allowance is relaxed to allow customers to download updates, software, etcwithout exceeding the data allowanceCustomers can still monitor their usage to know how much data is being used even with the relaxed period Regarding Ms***’s request to cancel without penalty, please be advised that when Ms*** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Ms***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Ms*** experienced with our service, we have agreed to issue a credit to cover the early termination feeMs*** will still have a balance on the account because she has disputed all payments made to HughesThose disputes were initially rewarded to Ms*** by her bank and one dispute has been won by Hughes to date We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration Very truly yours, Darron W*** Executive Customer Support ###-###-#### ***
September 7, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr*** In response to
your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms*** has some concerns regarding her HughesNet serviceOur Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that Ms***’s service was activated on May 11, On June 20, Ms***’s service was canceledAs a result of cancellation within her contractual agreement, Ms***’s account was charged an early termination fee in the amount of $for the internet service and $for the phone service. At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds“HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBMs***’s current monthly service includes 10GB of anytime bytes and 50GB of bonus bytes Regarding Ms***’s request to cancel without penalty, please be advised that when Ms*** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Ms***’s circumstances, Hughes agrees to make an exception regarding our cancelation policyIn light of the difficulties Ms*** experienced with our service, we have waived the early termination fees for both the internet and phone servicePlease be advised that all credits issued were used to waive the early termination fee which typically is not waived in its entiretyThere will be no refund for prorated service as the service wasn’t cancelled during the first days We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration Very truly yours, Darron W***
*** *** ***
***
***
*** *** *** 11/21/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- RE: *** *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that
*** *** was subscribed to HughesNet services but has since canceled and was requesting a refund for purchased equipmentIt was verified that *** *** first subscribed to HughesNet service July 10th, and contacted HughesNet support a month later for technical issues relating to speedsThis same issue was confirmed to be the main concern for *** *** while being subscribed to HughesNet internetIn October, a call was escalated to HughesNet engineers, and unfortunately, the issue was unable to be resolvedAfter several alternatives and all troubleshooting efforts were exhausted, HughesNet allowed *** *** to cancel service without any early termination fees which would have been $but due to a very rare case there was no clear resolutionHughesNet's Corporate Officer completed a full audit on *** ***'s account including case history and invoicesBased on the completed investigation, HughesNet determined a refund was owedUnfortunately, because *** *** purchased his equipment over four months ago it would not be feasible to refund him for the equipment because it's well pass the allotted time frame to receive credit for purchased equipment which is daysHughesNet did reach out to *** *** and notified him of the return for credit policy but did offer him a refund in the amount of $which covered all previously paid invoices for the service*** *** was notified that this was the first and final offer that HughesNet can make due to the time that has lapsed since ordering*** *** understood and accepted the offer and was educated on the refund time frame of 7-business daysThis concluded the call with the Corporate OfficerWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your consideration Warmest Regards, D.M*** Executive Customer Care Support Division
*** *** *** 11/28/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** *** is
subscribed to HughesNet services and has recently had some concerns with some fees she was charged by her financial institution for returned checksHughesNet has completed a full audit on *** ***'s account case history and invoicesAccording to the findings relating to her complaint, HughesNet was unable to validate *** ***'s claims on any extra charges that HughesNet made to her accountBased on the billing Information, *** *** is charged $per month for her service plan, $for leasing of the equipment, and $for a paper invoice that is sent to her in the mail each monthThe total recurring charges before tax are $If *** *** is referencing the invoice fee she is charged every month HughesNet would be more than happy to set her up on an auto pay method either with a debit/credit card or e-checkIf HughesNet is unable to get *** *** set up on another form of payment, the $fee will be waived for months for her as a courtesyHowever, if *** *** is referring to charges for declined payments or some other overdraft, HughesNet is not liable for charges assessed by her banking institutionAdditionally, HughesNet did notice that *** *** is still on GEN service and we would like to save her some money as well as get her the newer, faster, and more user-friendly GEN serviceHughesNet's Corporate Officer did attempt to reach *** *** on November 28th, to discuss the offer and explain the audit; however, the Corporate Officer was unable to reach herHughesNet would like to present the offer to *** *** and she may contact HughesNet support at *** to accept the offer or wait to see if the Corporate Officer can reach herBased on *** ***'s current monthly service charges, HughesNet would like to upgrade *** *** to the 20GB GEN Plan with a download of up to 25Mbps and an upload of up to 3MbpsThis is increased from the current plan which is up to 10mbps download and up to 2mbps uploadNot only will *** ***'s speeds be increased but also her monthly data allowance will be increased by an additional 5GB per monthThe Bonus Bytes of 50GB remains that sameHughesNet will also waive the installation and activation fee for *** ***The new total monthly service charges would be $before tax or about a little over $savings for *** ***HughesNet would need to set up a date for the installer to come out to her home and process this upgrade; so if she would like to accept this offer, she must contact HughesNet support and reference Case # *** so the offer will be processed*** *** should note that this offer is made in order to reach an amicable resolution to her concerns and does expire one week from today or December 7th, 2017, and if she chooses to accept this offer, she would be asked to agree to a new 24-month term commitment as she did initiallyWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M*** Executive Customer Care Support Division
November 6, 2015Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** *** Case # ***Dear Mr***In response to your letter to the executive customer care division of Hughes, it is our understanding that
Ms*** has some concerns about receiving advertisements After further review, we have sent a request to our marketing department to remove Ms***’s information from our filesIt can take up to (6) to (8) weeks for the correspondence to cease We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration.Very truly yours,EF*
*** *** *** ***
***
December 7, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** Complaint ID: *** Dear *** *** We received *** ***'s letter here at the corporate office regarding issues she
experienced with our service after her cat knocked down the modemHughesNet understands her frustration and concern*** ***'s concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customersOur Executive Customer Care representative reviewed all pertinent database records and reviewed the support calls *** *** made prior to establishing contact with *** ***She mentioned her concern was being told by HughesNet that she will need to pay the dispatch fee to the technician when he performs the on-site visitThis kept her from scheduling an appointment sooner and was left without internet from November 20th to December 1stWe apologized for the miscommunication and clarified the dispatch fee will be charged on the customer’s HughesNet account which will appear on their next bill*** *** also mentioned on December 1st during the on-site technician visit he told her the issue was caused by a loose fitting on the satellite dish outsideOur Executive Customer Care representative explained prior to calling *** *** we viewed data usage before November 10th to confirm an internet connection and it showed a good amount of data usageWe also spoke with the technician to get details about the problem he found and verify the service order was completedOur dispatch team explained upon arrival the technician found no communication and was not able to determine the reasonThe technician replaced the modem and the service started working fineThe service order was completed and closedWe apologized for the misinformation and cannot begin to understand the reason he told *** *** the fitting on the satellite dish caused the issueConsidering *** ***'s lack of internet from November 20th to December 1st, we have issued a credit of $to her accountThe credit will appear on her next billOutside of the Revdex.com complaint we felt obligated to inform *** *** that while researching the account on December 6th we noticed her data allowance was at 87% and on December 7th when we called it dropped to 40%We reminded *** *** HughesNet satellite internet has a data allowance depending on the service plan purchased and she currently has the GB planHughesNet does not charge any overage fees and does not turn off the internetIf she exceeds her monthly plan data, she will experience reduced speeds, typically 1-Mbps, until the next billing cycleIf this happens our customer's have the choice to wait for the data allowance to reset on the 16th of the following monthOr, they can choose to purchase data tokens from our online support center, which will resume browsing speeds to MBPS download and MBPS upload until the token allowance is used upOr, if she finds her household needs more data allowance they can choose to upgrade the service planToken pricing is as follows: GB=$9, GB=$15, GB=$30, GB=$Service plans are as follows: 10GB=$49.99, GB=$69.99, GB=$99.99, GB=$*** *** passed the phone over to the account holder, *** ***She chose to upgrade her service plan to GBS and HughesNet offered a service discount of $off for 24-monthsThe new monthly rate will be $plus tax, which includes the service plan and equipment lease feeWe informed *** *** the next bill will show prorated charges for the new service plan from 12/to 12/+ a full monthly charge for service from 12/to 1/+ the $dispatch fee + the $creditComplete billing details can be viewed at our online support center and we offered to help register the account*** *** mentioned she can register at her own convenience and we provided the site account number she will need to register the accountIf additional assistance is needed *** *** can contact our technical support team which is available hours a day, days a weekWe sincerely regret any inconvenience *** *** and *** *** may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact usPlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
C*** ***
*** *** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005-Re: *** *** *** Complaint ID: *** *** ***, In response to your letter dated December 8th, to the Executive Customer Care division of Hughes, it is our understanding that *** *** has concerns regarding the overdraft fees on his bank accountI apologize for the oversightI have credited $towards *** ***'s overdraft feesThis amount will be refunded the next time the bill processes which will be December 15thWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationRespectfully, MF
* HughesNet Executive Customer Care [email protected]
December 14, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * *** File# ***Dear Mr***: In response to your letter it is our understanding that Ms*** has some concerns regarding her
*SrExecutive Customer Support***
Hughes service Our Executive Customer Care representative reviewed all pertinent database recordsAfter review, Ms***’s account was provided a discount of $for (7) months at that time customers are sent an email informing them of the discounted amount and timeframesAs a result of Ms***’s frustration, we attempted to restore her faith by offering an additional discount as a courtesy to lower her billHowever, she declined. We show the account is cancelledMs*** would need to remove her guardian’s information from the account by contacting our customer support team at ###-###-####Unfortunately, we will be unable to provide any refunds to the accountAgents will advise customers of the discounted timeframesIt is the customer’s responsibility to keep track of the dates We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationVery truly yours,EF
In
*SrExecutive Customer Support
response to your letter, to the executive customer support division
of Hughes, it is our understanding that Mr*** has some concerns
regarding his service.Our
executive customer care representative reviewed all pertinent
database records“To ensure fair Internet access for
all
HughesNet subscribers, Hughes maintains a special Fair Access Policy
for these subscribersThis policy establishes an equitable balance
in Internet access for all HughesNet subscribersHughes assigns a
Data Allowance to each (Gen4) 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.”“Some
users consume much more bandwidth than the average user, and they
will experience reduced download speeds as a result of exceeding
their Download AllowanceYou may be surprised to find that the top
one percent (1%) of users download times more the average userBy
providing a Data Allowance, more of the shared bandwidth is made
available for everyone to useMost users will have a better
experience as a result of the Fair Access PolicyOnline activities
such as viewing Websites, checking email, watching video clips or
similar short streaming media, and automatic software updates are
unlikely to cause you to exceed your monthly Data Allowance.”After
further review, the Fair Access Policy is a tangible part of our
service based on the parameters of each planWe are unable to revise
the policyIn
light of Mr***’s issues, we have applied a refund of $
to the credit card on fileThe refund will take up to (72) hours to
receiveMr
*** may contact me directly with any additional questions.We
sincerely regret any inconvenience that Mr*** may have
experienced and are hopeful that our actions will serve as a
demonstration of our good faithIn the event you have any additional
questions or comments, do not hesitate to contact meThank you very
much for your consideration.Very truly yours, Ecole
F
November 18, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * *** File# ***Dear Mr***:In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr*** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database recordsAfter review, we show there are no calls in August regarding moving the serviceThe first call made to move the service was on 10/24/and Hughes created a move order. As a courtesy, Hughes has waived half of the early termination fee and issued a credit of $to the accountThe remaining balance of $would need to be paid to bring the closing balance to $ Unfortunately we will be unable to provide any additional credits to the account. A box will arrive within 7-business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that Mr*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, E F
*SrExecutive Customer Support***
That is all that I asked for, but got HOURS of run around on the phoneOne note however I am *** *** !! not ** *** and I am a her not a him.
Regards,
*** ***
March 26, 2015 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear Mr***: In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr***’s account was activated on March 9, and requested to cancel his service on March 12, Will we request a sales call review to see if the agent read the proper disclaimer regarding using Hughes’ service for gamingIn addition, we will investigate how Mr***’s name ended up on the account instead of his wifeTypically an agent will ask if there is someone else in the home as to where credit verification can be used to qualify for lease and the best offers available if the caller doesn’t qualify Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply We sincerely regret any inconvenience that Mr*** 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 DW***Executive Customer Support###-###-####***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
J*** ***
December 2, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * *** File# ***Dear Mr***:In response to your letter it is our understanding that Ms*** has some concerns regarding her
*SrExecutive Customer Support***
service Our Executive Customer Care representative reviewed all pertinent database recordsAfter review, Ms*** did pay $for the first month and each month will be $a month plus lease fee of $and applicable taxesThere will be no continued monthly $feeThe current bill is $57.65.We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationVery truly yours,EF
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I would like to hear the recorded message from when I called to sign up for the trail of this service when I was told I had days and if the service did not work I was not obligated to any contractIn reading this letter from Hughesnet I see where they said they where giving me one month free in amount of $~~ I was told that this service was $a month NOT $My security system will not work because it is so slowAnd the internet will NOT work at all when there is a storm so we can not watch the radar if there is a tornado comingI would have NEVER signed up for this for $a monthMore Lies ! I have to go to a friends house to emailI get messages all of the time telling me I am not connected to the internet because it is soooo slowI assure you it is very inadequate !!!!!!!!!!Photos attached showing where it does not work
Regards,
*** ***
December
4, 2014Dear
*** ***:In
response to your letter to the executive customer care division of Hughes, it
is our understanding that *** *** has some concerns regarding being
advised she had a (12) month commitment versus a (24) month commitment.Early
Termination: Lease Option If
you cancel your order before
installation, you
will be refunded the amount that was collected at time of order.If you cancel after activation but
before the end of your 24-month term commitment, you will be charged a Service
Termination Fee of up to $The exact amount of the Service Termination Fee
will be $for the first ninety (90) days after activation of the HughesNet
ServiceThereafter, the amount will decrease by $per month for each month
of active Service.Please be advised
ALL customers have a (24) month commitment.While Hughes
makes every effort to disclose our benefits and limitations, Hughes understands
*** ***’s frustration and concern. After
further review, we will allow *** *** cancel without penalty*** *** would need to use her case number (***) when canceling her
account if she is still within her commitment period. The
equipment must be returned within (45) days after cancellation to avoid being
charged an unreturned equipment fee*** *** should receive a box and
pre-paid label for the successful return to Hughes after cancellation.*** ***
may contact me directly with any additional questions.We sincerely
regret any inconvenience that *** *** may have experienced and are
hopeful that our actions will serve as a demonstration of our good faithIn
the event you have any additional questions or comments, do not hesitate to
contact me. Thank you very much for your
consideration.Very truly
yours,Ecole F
December 4, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: *** *** Complaint ID: *** Dear *** ***: In response to your letter dated November 15, to the Executive Customer Care
division of HughesNet, we contacted *** *** in an attempt to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding the removal of automatic payments from his account and service was interrupted with our payment alerts after he was told his service will not be interrupted*** *** is seeking a credit adjustment for the period the alerts restricted his internet access, November to November 16, HughesNet understands *** ***'s frustration and concernHis concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customersOur Executive Customer Care representative reviewed all pertinent database records and reviewed the calls made to our billing support teamDuring our conversation on December 4th, we explained an account switched from automatic payments to invoice billing take effect on the next billing date, December 10, We have the ability to generate an invoice statement which may take a few extra days to arrive at the billing addressMeantime, the system still recognizes the account as being set up for automatic payments and our payment collection process will continue from November through November During the payment collection period the account will receive payment alerts, which can only be stopped if a payment is received or a due date extension is applied to the account*** *** requested HughesNet to change the payment collection process for accounts switching to invoice billing to allow more time to receive a statementHughesNet appreciates *** ***'s feedback and allowing us the opportunity to clarify our billing processWe assured *** *** his account is set up for invoice billing and the next invoice will be mailed on December 10th to his site addressWe reminded *** *** he can always view his statements on our website by signing in with his User ID and passwordIf *** *** needs any assistance with signing in, please contact our billing support teamConsidering *** ***‘s billing issues, HughesNet has applied a credit adjustment of $for the period the alerts restricted his internet access from November to November Enhancement training will be provided to our billing support team to ensure we set the correct expectations when an account is switched to invoice billingWe sincerely regret any inconvenience *** *** may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact mePlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
January 6, Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * *** File# ***Dear MrDennis: In response to your letter, to the executive customer support division of Hughes, it is our
*
understanding that Mr*** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records“When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” Customers’ do have the capability to stream Netflix, however heavy streaming can bring customers to exceed their designated downloading thresholdWe recommend not watching movies in high definition to lessen their usage. After further review, in light of the difficulties Mr*** experience with our service, Hughes has waived the disputed service fee in the amount of $64.89, bringing the closing balance to $0.00.We sincerely regret and apologize for any inconvenience that Mr*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, E F
*** *** *** ***
***
November 9, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr***: In response to your
letter to the Executive Customer Support division of Hughes, It is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms***’s service was activated on August 2, On September 23, Ms*** requested to cancel her service and was advised of the early termination fee in the amount of $for the internet service and $for the phone service as a result of canceling during the contractual period At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBPlease be advised the first days the data allowance is relaxed to allow customers to download updates, software, etcwithout exceeding the data allowanceCustomers can still monitor their usage to know how much data is being used even with the relaxed period Regarding Ms***’s request to cancel without penalty, please be advised that when Ms*** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Ms***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Ms*** experienced with our service, we have agreed to issue a credit to cover the early termination feeMs*** will still have a balance on the account because she has disputed all payments made to HughesThose disputes were initially rewarded to Ms*** by her bank and one dispute has been won by Hughes to date We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration Very truly yours, Darron W*** Executive Customer Support ###-###-#### ***
September 7, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr*** In response to
your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms*** has some concerns regarding her HughesNet serviceOur Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that Ms***’s service was activated on May 11, On June 20, Ms***’s service was canceledAs a result of cancellation within her contractual agreement, Ms***’s account was charged an early termination fee in the amount of $for the internet service and $for the phone service. At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds“HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBMs***’s current monthly service includes 10GB of anytime bytes and 50GB of bonus bytes Regarding Ms***’s request to cancel without penalty, please be advised that when Ms*** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Ms***’s circumstances, Hughes agrees to make an exception regarding our cancelation policyIn light of the difficulties Ms*** experienced with our service, we have waived the early termination fees for both the internet and phone servicePlease be advised that all credits issued were used to waive the early termination fee which typically is not waived in its entiretyThere will be no refund for prorated service as the service wasn’t cancelled during the first days We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration Very truly yours, Darron W***
*** *** ***
***
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*** *** *** 11/21/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- RE: *** *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that
*** *** was subscribed to HughesNet services but has since canceled and was requesting a refund for purchased equipmentIt was verified that *** *** first subscribed to HughesNet service July 10th, and contacted HughesNet support a month later for technical issues relating to speedsThis same issue was confirmed to be the main concern for *** *** while being subscribed to HughesNet internetIn October, a call was escalated to HughesNet engineers, and unfortunately, the issue was unable to be resolvedAfter several alternatives and all troubleshooting efforts were exhausted, HughesNet allowed *** *** to cancel service without any early termination fees which would have been $but due to a very rare case there was no clear resolutionHughesNet's Corporate Officer completed a full audit on *** ***'s account including case history and invoicesBased on the completed investigation, HughesNet determined a refund was owedUnfortunately, because *** *** purchased his equipment over four months ago it would not be feasible to refund him for the equipment because it's well pass the allotted time frame to receive credit for purchased equipment which is daysHughesNet did reach out to *** *** and notified him of the return for credit policy but did offer him a refund in the amount of $which covered all previously paid invoices for the service*** *** was notified that this was the first and final offer that HughesNet can make due to the time that has lapsed since ordering*** *** understood and accepted the offer and was educated on the refund time frame of 7-business daysThis concluded the call with the Corporate OfficerWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your consideration Warmest Regards, D.M*** Executive Customer Care Support Division
*** *** *** 11/28/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** *** is
subscribed to HughesNet services and has recently had some concerns with some fees she was charged by her financial institution for returned checksHughesNet has completed a full audit on *** ***'s account case history and invoicesAccording to the findings relating to her complaint, HughesNet was unable to validate *** ***'s claims on any extra charges that HughesNet made to her accountBased on the billing Information, *** *** is charged $per month for her service plan, $for leasing of the equipment, and $for a paper invoice that is sent to her in the mail each monthThe total recurring charges before tax are $If *** *** is referencing the invoice fee she is charged every month HughesNet would be more than happy to set her up on an auto pay method either with a debit/credit card or e-checkIf HughesNet is unable to get *** *** set up on another form of payment, the $fee will be waived for months for her as a courtesyHowever, if *** *** is referring to charges for declined payments or some other overdraft, HughesNet is not liable for charges assessed by her banking institutionAdditionally, HughesNet did notice that *** *** is still on GEN service and we would like to save her some money as well as get her the newer, faster, and more user-friendly GEN serviceHughesNet's Corporate Officer did attempt to reach *** *** on November 28th, to discuss the offer and explain the audit; however, the Corporate Officer was unable to reach herHughesNet would like to present the offer to *** *** and she may contact HughesNet support at *** to accept the offer or wait to see if the Corporate Officer can reach herBased on *** ***'s current monthly service charges, HughesNet would like to upgrade *** *** to the 20GB GEN Plan with a download of up to 25Mbps and an upload of up to 3MbpsThis is increased from the current plan which is up to 10mbps download and up to 2mbps uploadNot only will *** ***'s speeds be increased but also her monthly data allowance will be increased by an additional 5GB per monthThe Bonus Bytes of 50GB remains that sameHughesNet will also waive the installation and activation fee for *** ***The new total monthly service charges would be $before tax or about a little over $savings for *** ***HughesNet would need to set up a date for the installer to come out to her home and process this upgrade; so if she would like to accept this offer, she must contact HughesNet support and reference Case # *** so the offer will be processed*** *** should note that this offer is made in order to reach an amicable resolution to her concerns and does expire one week from today or December 7th, 2017, and if she chooses to accept this offer, she would be asked to agree to a new 24-month term commitment as she did initiallyWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M*** Executive Customer Care Support Division
November 6, 2015Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** *** Case # ***Dear Mr***In response to your letter to the executive customer care division of Hughes, it is our understanding that
*
Ms*** has some concerns about receiving advertisements After further review, we have sent a request to our marketing department to remove Ms***’s information from our filesIt can take up to (6) to (8) weeks for the correspondence to cease We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration.Very truly yours,EF
*** *** *** ***
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