September 15, 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 Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to *** *** and was activated on August 25, and requested to cancel her service on August 27, The last charge on Ms***’ account was on August 25, 2015, which was two days prior to her requesting to be switched to invoice Please be advised that Hughes’ subscriber agreement also contains specific language that states Hughes isn’t responsible for overdraft fees; “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card billYou agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” 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***
*** *** ***
***
***
[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:Hughesnet is outright lying! I called them at least times for tech support & never got any help; I was just told I had too many devices going at once; which I did not!!Then the service man came out to remove their equipment & told me by the way it was installed, it would have never workedHughesnet never asked to come check the connection!!!They are liars & thieves
Regards,
*** ***
*** *** *** 12/8/17Trade 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 some concerns relating to the payment method and the monthly service chargesHughesNet has reviewed all pertinent information relating to *** ***'s concern and would like to share with her the findingsWith regards to automatic payments, the subscriber agreement *** *** accepted at the time of order states, “Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., ***, ***, *** ***, or ***) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees)You hereby authorize automatic credit or charge card billing by Hughes for all such chargesYou further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.” *** *** can refer to www.legal.hughesnet.com for all HughesNet's disclaimers, policies, terms, and conditionsBased on the audit completed, it was verified that *** *** has since had her payment method updated to invoice; therefore, she should now be getting a monthly statement in the mailFurthermore, it was also verified that HughesNet's billing department applied a service discount of $off for months to make up for the inaccurate information from the sales center; however, the Corporate Office determined this was the incorrect amount and reached out to *** ***The Executive Office for HughesNet reached out to *** *** on December 8th, and spoke to her regarding her concernsHughesNet apologized to her for the incorrect information that was given at the time of order and provided a new service discount of $off for months which will make up for the difference in monthly service charges and her invoice feeFurthermore, the Corporate Officer educated *** *** on the Fair Access Policy and Bandwidth Management as well as TokensAs a courtesy, HughesNet applied 8GB of data to her account to bring her up to full speeds and provided a token package which *** *** can redeem at her leisure through the support center*** *** was in agreement with what had been discussed and offeredNo further questions or concerns were expressed by *** *** at this timeWe 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
December 31,
2014Dear *** ***: In response to your letter, to the executive customer support division of
Hughes, it is our understanding that *** *** has some concerns regarding his
service and is seeking a credit.Our
executive customer care representative reviewed all pertinent database
records. After
further review, our records show that we did not receive the payment for
November of $Therefore, the remaining balance for November and December
was $However, we have issued a credit of the $on 12/22/which
brought the amount due to $0.00. If *** *** has any additional questions she may
contact me at the number belowWe sincerely regret any inconvenience that *** *** 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 meThank you very much for your consideration.Very truly yours, Ecole FSrExecutive Customer Support
September 27, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr*** In response to your second rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Ms*** has some concerns regarding her HughesNet service. Regarding Ms***’s latest concern to reiterate having issues with the service wouldn’t justify canceling without penaltyThe terms and conditions contains specific language that states Hughes doesn’t guarantee the service to be error free; “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” Ms*** was informed that if she didn’t further troubleshoot the service the early termination fee would be valid and that balance will remain on the accountWe have issued a credit in the amount of $to the account and no further credits will be issued 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***
*** *** ***
***
***
[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 do not feel it is necessary to pay for a service I did not receive I would be more than happy to have the research done to look into why I did not have service at my location during the time advised It does not make any since to open a new account if I am currently battling over an old account that I don’t feel like reaponsible for It is not fair to make a customer pay for something they did not receive Please credit the fees back to me and disconnect my service so that I can move on I plan on returning my equipment when the fees are credited to my account and my account is zero balance
Regards,
*** ***
November 13, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that *** ***’s account was activated on April 19, and requested to cancel her service on May 15, Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not applyRelative to *** ***’s concern of not receiving a refund for being charged for the unreturned equipment, our records indicate that *** *** was actually charged $as opposed to the $mentioned in the letterWe have issued a credit in the amount of $and that amount has been refunded to the card on file as of November 13, *** *** can expect to see the refund within 24-hours depending on her financial institution. We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *W***Executive Customer Support###-###-####[email protected]
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 **and *** *** in an attempt to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding the monthly recurring charges from June to November for the service that was terminated in June*** *** is seeking a refund for charges from June to NovemberWe received your letter here at the corporate office regarding issues *** *** experienced with our serviceHughesNet 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 calls made to our support team prior to establishing contact with *** ***We made contact with *** *** and explained 100% of the early termination was waivedOur account management team applied credit for two months, October and NovemberWe explained any charges prior to October are valid because termination of service was not requested after the on-site technician visit on June 28, *** *** was not aware she had to call to terminate service again after the on-site visit was completedWe explained *** *** was given two options; service can be terminated as of June 24, and waive 50% of the early termination feeOr, an on-site technician visit can be scheduled to attempt to fix the issueIf our technician confirms we cannot provide an adequate signal, then we can waive 100% of the early termination fee*** *** chose to have an on-site technician visit with the promise 50% of the early termination fee will still be waived if our technician establishes a quality signalHughesNet agreed to his conditions*** *** requested our Executive Customer Care representative to call *** *** directly which we obligedDuring our conversation with *** ***, we explained the account is terminated and 100% of the early termination fee was waivedAs a courtesy, our account management team offered to refund $which covers two months of the monthly recurring chargesWe clarified the technician confirmed connectivity issues during his on-site visitHe wanted to swap the modem, but determined it was pointless since *** *** was adamant on canceling the serviceWe addressed the customer service *** *** experienced in November; we assured him we will address the concern and provide enhanced training to ensure we are providing a positive customer experience to all our customers*** *** mentioned he is happy with the two payments coming back to him and appreciates the early termination fee was waivedWe confirmed the equipment was received and the refund of $will be applied to the *** card on file within the next business daysWe asked *** *** to avoid making changes or canceling the *** to avoid any delaysThe alternative is to send a refund check which can take up to days, so we ask to keep the *** card activeWe 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 mePlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ###-###-####
October 6, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your letter to the Executive
Customer Support division of Hughes, we have contacted *** *** to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that *** ***’s account was activated on August 9, 2014. While reviewing *** ***’s account, our records show that *** *** called on September 16, and requested to cancel the Hughes voice serviceThe Hughes voice service was cancelled on September 19, Regarding *** ***’s concern of her bill not changing since cancelling the voice service, we have communicated to her that another monthly invoice hasn’t generated since the voice service was removed*** ***’s next invoice is due to generate on October 9, We have credited the account to offset the early termination fee for the voice service and we have also issued a credit of $for a full month of the voice service as opposed to only receiving a prorated credit for the unused portionWe informed *** *** of our decision on October 6, 2014. We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *W***Executive Customer Support###-###-####[email protected]
March 6, 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 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 14, On October 28, 2014, Ms***’s account was cancelled. As a result of cancellation within her contractual agreement, Ms***’s account was charged an early termination fee in the amount of $ Regarding Ms***’s concern of her account being automatically debited for the early termination fee, Hughes’ subscriber agreement contains specific language that states Hughes’ is authorized to bill the card on file for all charges“Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., ***, ***, *** ***, or ***) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees)Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscriptionYou hereby authorize automatic credit or charge card billing by Hughes for all such chargesYou further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.” Ms*** did receive a credit for half of the early termination fee; however there was an additional billed amount of $for unreturned leased equipment which consisted of the radio transmitter attached to the arm of the dishThe credit of $and billed amount of $leaves a balance of $111.50. 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###-###-####***
June 2, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Case # *** Dear Mr*** In response to your letter dated May 16,
2017, to the Executive Customer Care division of Hughes, we have our sincere interest in resolving the outstanding matter. It is our understanding Ms*** has some concerns regarding the sale, speeds and termination of her HughesNet account Our Executive Customer Care representative reviewed all pertinent database records before making our decisionOur records indicate that Ms***’s account was activated on May 09, Ms*** contacted our support teams to explain she was unhappy with her service, as it did not operate as sales had promisedMs*** ordered her HughesNet service through a third party sales source, *** *** * ***The sales call is currently under review At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service. Section of Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.” Consequently, we believe that we have a contractual right to assess these termination and service fees. Considering Ms***’s overall experience Hughes has agreed to waive Ms***’s $early termination fees, on June 02, 2017, leaving Ms***’s account with a ($1.29) credit balanceHughes will send Ms*** a prepaid shipping box and label to help facilitate the return of her leased hardware We sincerely regret any inconvenience Ms*** 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. Thank you very much for your consideration Sincerely, William *** ** *** ***
***
***
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: *** ***Complaint ID: *** ***In response to your letter dated November 15th, to the Executive Customer Care division of Hughes, it is our understanding
that *** *** has concerns regarding the refund of his money and the return of our equipmentWe would like to apologize for the unexpected charges you were quoted for what was to be a free installWe understand your decision not to go with our servicesThe full amount you have paid of $has been credited and forwarded to our accounting department to process a refundOnce the refund is processed *** *** should see the amount back on his card within 7-business days depending on his card providerAs for *** ***'s equipment, we will be sending out a self addressed postage paid return boxThe customer should pack up his modem and radio transmitter which can be found on the end of his satellite dishWhen returning these items it is strongly suggested that *** *** retain a return tracking number as his proof of returnWe 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 consideration.Respectfully,MF*HughesNet Executive Customer [email protected]
November 9, 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 to suspend the accountThe first call made to move the service was on 10/24/and Hughes created a move orderWe attempted to have a technician arrived to meet Mr***’s expectation, however he declined. In light of Mr***’s issues, 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 $ 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***
[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 still disagree with the fact I’m getting charged an exhorbatant amount for a service that never workedThis is the same as pure theft in my eyes and will not accept the response of the thieving companyThis is absurd and to blame time lapsed as an excuse for theft I’ve been fighting for months is corporate treachery at its most viscous! They neither care nor acknowledge the hardship created by there pilferingI’m not surprised after reading such horrible reviews online for this companyThis seams to be standard practiceGotta make a buck somehow with a subpar product I guess
Regards,
*** ***
February 12, 2015 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your letter, to the
executive customer support division of Hughes, it is our understanding that *** *** has some concerns regarding her service Relative to *** ***’s concerns regarding Hughes’ data allowance, our 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 50GBYou 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 techniques. Currently *** ***’s service plan consists of 10GB of anytime bytes and 50GB of bonus bytes as she was initially informedIn addition to the plan upgrade received, *** *** has been issued a $service discount for three months We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *W***Executive Customer Support###-###-####[email protected]
August 28, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** Complaint ID: *** Dear *** ***: In response to your letter to the executive customer support
division of HughesNet, it is our understanding that *** *** has some concerns regarding service not working and is requesting to cancel service without penalty Our records indicate *** *** service was activated on July 19, and when *** *** 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 agreementOur executive customer care representative reviewed all pertinent database recordsOur call records indicate on July 27, 2017, *** *** contacted HughesNet requesting a technician visit because his dog chewed through the HughesNet coaxial lineOur technical support team explained there is a fee of $since the issue was not caused by HughesNet and *** *** hung upOn August 13, 2016, *** *** contacted HughesNet requesting assistance with his Netgear router WiFi passwordOur technical support team explained routers are 3rd-party equipment, not manufactured by HughesNet and we can help with some basics of connecting the router to the HughesNet modemFor more complicated troubleshooting we do not want to provide any misinformation and referred *** *** to his router manufacturer with more expertise with his specific routerOn August 27, 2016, *** *** contacted HughesNet with no connectivity concernsOur technical support team asked *** *** to reboot the HughesNet modem, his Netgear router and his computer to clear any congestion*** *** confirmed his connectivity resumed and was able to access the internetOn April 24, 2017, *** *** requested to terminate his service due to service not working for his daughter’s school workHughesNet technical support team offered our new Gen service which will offer faster download and upload speeds*** *** declined because he activated new internet service through ***We offered to suspend his HughesNet service for six months while he goes through his trial period with ***As a courtesy, we offered an adjustment of $to cover all HughesNet monthly recurring charges while the account is suspended*** *** accepted the offer and suspended the HughesNet serviceOn June 7, 2017, *** *** requested to terminate his service because he decided to stay with ***Our support team explained the $early termination fee will apply and reversed the adjustment that was applied as a courtesy to postpone any HughesNet monthly charges while the account was under suspension*** *** mentioned he will leave the account under suspension until his contract term expiresHughesNet explained while the account is suspended the contract term is also suspended and *** *** hung up*** *** account is still suspended and will automatically reactivate on October 21, which will resume internet billing at the regular rate of $plus taxAs a courtesy, HughesNet can offer to reapply the adjustment that was reversed on June 7th that covered all HughesNet monthly recurring charges while the account is suspendedSince the adjustment was removed on June 7th the remaining credit amount we can apply is $*** *** must keep in mind; if the service is terminated or suspension is cancelled before the scheduled date of October 21st the prorated credit amount will be reversedHughesNet values *** *** as a customer and we wish to retain his businessTo that end, HughesNet can offer the assistance of our advanced technical support to work with *** *** to hopefully resolve his technical issuesHughesNet partnered with Home Tech Support which is a service available to our customers experiencing issues that are non-HughesNet service related such as slow speeds, service performance issues, spam/malware, and additional PC or home network problemsAs a courtesy, we can offer this HughesNet partner service free of chargeIf *** *** wishes to take advantage of this courtesy complimentary diagnosis and resolution of eligible issues, please contact our customer care department to connect you to the Home Tech Support teamRegarding *** *** request to cancel without penalty, please be advised that when *** *** 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 agreementTerms and conditions can be found at legal.hughesnet.comConsequently, we believe that we have a contractual right to assess these fees and the $early termination fee is validHughesNet has made efforts to resolve reported connectivity issues on August 27, and WiFi password issues reported on August 13, in which *** *** confirmed the issues was correctedWe 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 meRefer to Case ID ***Thank you very much for your considerationVery truly yours, J C***
*** ***mer Support *** [email protected]
[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,
*** ***
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: *** ***Complaint ID: *** ***In response to your letter dated November 3rd, to the Executive Customer Care division of Hughes, it is our understanding
that *** *** has concerns regarding her refundWe would like to apologize for the delayWe show the equipment has been returned and registered at our warehouse** *** was in contact with our social media escalations team and they were able to process a refund on October 25thSince the customer has been switched to invoice billing we process a check and the standard processing time for this is daysI have verified the address that it will be mailed to against the Revdex.com complaint** *** should be receiving a check for $before December 9thWe 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 consideration.Respectfully,MF*HughesNet Executive Customer [email protected] us why here
*** *** *** 9/21/17Trade 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 *** *** is subscribed to
HughesNet services and had some concerns relating to the reliability of her service and is requesting a refund on the purchased equipment since cancelingIt has been verified that *** *** subscribed to HughesNet service on July 20th and has since canceled the service on September 5th HughesNet has also confirmed that *** *** chose to purchase the equipment versus leasing it which is not required by any subscriber including *** ***Additionally, based on the audit completed for *** ***s account, HughesNet did notice several contacts into HughesNet support as well as online chat for slow browse issues, and/or speed issuesBased on the case notes, our Technical team did attempt to troubleshoot fully with the ***; however, there seemed to be some barriers affecting their ability to effectively troubleshootHughesNet noticed that on several of these contacts made to HughesNet support for *** ***s speed concerns, tech support agents requested her to directly connect to the modem to get an accurate result; furthermore, at one time *** *** had devices connectedHughesNet tried to have the *** remove some of the devices to properly address said issues at hand, again the customer declined the request*** *** should also be aware that there were several times when contacting HughesNet support that the service status was fully operational and speeds were within the parameters of her service plan which is 60% of 25mbps download and 3mbps uploadBased on the audit and usage history, it has been validated that the *** were using the HughesNet internet servicesAdditionally, *** *** agreed to and signed off on the subscriber agreement on the date of install which states that if the subscriber cancels before their 24-month commitment term ends they will be charged an early termination fee of up to $that is prorated based on the remaining time on the termAccording to the *** account information it was canceled after being active for over monthsThis voids the return policy for purchased equipment which is 30-days from the date of orderUnfortunately, HughesNet would be unable to purchase the *** equipment back from them as it is past the allotted time frame making the warranty voidedPer several calls made into HughesNet support, *** *** was told multiple times that HughesNet will not be providing a refund for his purchased equipmentHowever, as a courtesy to the *** and to have an amicable resolution, HughesNet has offered to waive the early termination fee of $even though *** *** agreed to the termsTo avoid any further charges to *** ***'s credit card and as an additional courtesy, HughesNet has switched his payment method to InvoiceFurthermore, HughesNet reviewed the initial payment made and for the equipment purchase it was confirmed that the *** were charged $The rest of the charges were for the service plan of $per month before discounts; also, the *** were given $instant savings on the Install and activation chargeSince the early termination fee was waived for the ***, HughesNet feels this is more than fair for The Kerr's equipment cost since they refused to troubleshoot with the Technical team on multiple contacts, making it very difficult for HughesNet to find the root cause to the *** stated concernsMost all of HughesNet subscriber's technical issues can be resolved by fully troubleshootingHughesNet also could have offered the *** advanced assistance by the Home Tech Support team free of charge, however the service was canceled before HughesNet could offer all options to the ***We sincerely regret any inconvenience that the *** may have experienced and realize this may not be the outcome the *** were expecting, but HughesNet is hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationWarmest Regards, D.M*** SrExecutive Customer Support [email protected]
September 19, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr*** In response to your second rebuttal 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 July 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 Regarding Ms***’s latest concern please be advised the first days the data allowance is relaxed to allow customers to download updates, software, etcwithout exceeding the data allowanceThis has nothing to do with the agents selling the service and it isn’t part of the terms and conditions of the serviceAs previously stated customers can and still should monitor their usage to know how much data is being used even with the relaxed periodWe sincerely understand Ms***’s concern and as we have stated we have canceled the service without an early termination fee 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***
*** *** ***
***
***
September 15, 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 Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to *** *** and was activated on August 25, and requested to cancel her service on August 27, The last charge on Ms***’ account was on August 25, 2015, which was two days prior to her requesting to be switched to invoice Please be advised that Hughes’ subscriber agreement also contains specific language that states Hughes isn’t responsible for overdraft fees; “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card billYou agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” 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***
*** *** ***
***
***
[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:Hughesnet is outright lying! I called them at least times for tech support & never got any help; I was just told I had too many devices going at once; which I did not!!Then the service man came out to remove their equipment & told me by the way it was installed, it would have never workedHughesnet never asked to come check the connection!!!They are liars & thieves
Regards,
*** ***
*** *** *** 12/8/17Trade 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 some concerns relating to the payment method and the monthly service chargesHughesNet has reviewed all pertinent information relating to *** ***'s concern and would like to share with her the findingsWith regards to automatic payments, the subscriber agreement *** *** accepted at the time of order states, “Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., ***, ***, *** ***, or ***) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees)You hereby authorize automatic credit or charge card billing by Hughes for all such chargesYou further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.” *** *** can refer to www.legal.hughesnet.com for all HughesNet's disclaimers, policies, terms, and conditionsBased on the audit completed, it was verified that *** *** has since had her payment method updated to invoice; therefore, she should now be getting a monthly statement in the mailFurthermore, it was also verified that HughesNet's billing department applied a service discount of $off for months to make up for the inaccurate information from the sales center; however, the Corporate Office determined this was the incorrect amount and reached out to *** ***The Executive Office for HughesNet reached out to *** *** on December 8th, and spoke to her regarding her concernsHughesNet apologized to her for the incorrect information that was given at the time of order and provided a new service discount of $off for months which will make up for the difference in monthly service charges and her invoice feeFurthermore, the Corporate Officer educated *** *** on the Fair Access Policy and Bandwidth Management as well as TokensAs a courtesy, HughesNet applied 8GB of data to her account to bring her up to full speeds and provided a token package which *** *** can redeem at her leisure through the support center*** *** was in agreement with what had been discussed and offeredNo further questions or concerns were expressed by *** *** at this timeWe 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
December 31,
2014Dear *** ***: In response to your letter, to the executive customer support division of
Hughes, it is our understanding that *** *** has some concerns regarding his
service and is seeking a credit.Our
executive customer care representative reviewed all pertinent database
records. After
further review, our records show that we did not receive the payment for
November of $Therefore, the remaining balance for November and December
was $However, we have issued a credit of the $on 12/22/which
brought the amount due to $0.00. If *** *** has any additional questions she may
contact me at the number belowWe sincerely regret any inconvenience that *** *** 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 meThank you very much for your consideration.Very truly yours, Ecole FSrExecutive Customer Support
September 27, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr*** In response to your second rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Ms*** has some concerns regarding her HughesNet service. Regarding Ms***’s latest concern to reiterate having issues with the service wouldn’t justify canceling without penaltyThe terms and conditions contains specific language that states Hughes doesn’t guarantee the service to be error free; “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” Ms*** was informed that if she didn’t further troubleshoot the service the early termination fee would be valid and that balance will remain on the accountWe have issued a credit in the amount of $to the account and no further credits will be issued 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***
*** *** ***
***
***
[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 do not feel it is necessary to pay for a service I did not receive I would be more than happy to have the research done to look into why I did not have service at my location during the time advised It does not make any since to open a new account if I am currently battling over an old account that I don’t feel like reaponsible for It is not fair to make a customer pay for something they did not receive Please credit the fees back to me and disconnect my service so that I can move on I plan on returning my equipment when the fees are credited to my account and my account is zero balance
Regards,
*** ***
November 13, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that *** ***’s account was activated on April 19, and requested to cancel her service on May 15, Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not applyRelative to *** ***’s concern of not receiving a refund for being charged for the unreturned equipment, our records indicate that *** *** was actually charged $as opposed to the $mentioned in the letterWe have issued a credit in the amount of $and that amount has been refunded to the card on file as of November 13, *** *** can expect to see the refund within 24-hours depending on her financial institution. We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *W***Executive Customer Support###-###-####[email protected]
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 **and *** *** in an attempt to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding the monthly recurring charges from June to November for the service that was terminated in June*** *** is seeking a refund for charges from June to NovemberWe received your letter here at the corporate office regarding issues *** *** experienced with our serviceHughesNet 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 calls made to our support team prior to establishing contact with *** ***We made contact with *** *** and explained 100% of the early termination was waivedOur account management team applied credit for two months, October and NovemberWe explained any charges prior to October are valid because termination of service was not requested after the on-site technician visit on June 28, *** *** was not aware she had to call to terminate service again after the on-site visit was completedWe explained *** *** was given two options; service can be terminated as of June 24, and waive 50% of the early termination feeOr, an on-site technician visit can be scheduled to attempt to fix the issueIf our technician confirms we cannot provide an adequate signal, then we can waive 100% of the early termination fee*** *** chose to have an on-site technician visit with the promise 50% of the early termination fee will still be waived if our technician establishes a quality signalHughesNet agreed to his conditions*** *** requested our Executive Customer Care representative to call *** *** directly which we obligedDuring our conversation with *** ***, we explained the account is terminated and 100% of the early termination fee was waivedAs a courtesy, our account management team offered to refund $which covers two months of the monthly recurring chargesWe clarified the technician confirmed connectivity issues during his on-site visitHe wanted to swap the modem, but determined it was pointless since *** *** was adamant on canceling the serviceWe addressed the customer service *** *** experienced in November; we assured him we will address the concern and provide enhanced training to ensure we are providing a positive customer experience to all our customers*** *** mentioned he is happy with the two payments coming back to him and appreciates the early termination fee was waivedWe confirmed the equipment was received and the refund of $will be applied to the *** card on file within the next business daysWe asked *** *** to avoid making changes or canceling the *** to avoid any delaysThe alternative is to send a refund check which can take up to days, so we ask to keep the *** card activeWe 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 mePlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ###-###-####
October 6, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your letter to the Executive
Customer Support division of Hughes, we have contacted *** *** to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that *** ***’s account was activated on August 9, 2014. While reviewing *** ***’s account, our records show that *** *** called on September 16, and requested to cancel the Hughes voice serviceThe Hughes voice service was cancelled on September 19, Regarding *** ***’s concern of her bill not changing since cancelling the voice service, we have communicated to her that another monthly invoice hasn’t generated since the voice service was removed*** ***’s next invoice is due to generate on October 9, We have credited the account to offset the early termination fee for the voice service and we have also issued a credit of $for a full month of the voice service as opposed to only receiving a prorated credit for the unused portionWe informed *** *** of our decision on October 6, 2014. We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *W***Executive Customer Support###-###-####[email protected]
March 6, 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 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 14, On October 28, 2014, Ms***’s account was cancelled. As a result of cancellation within her contractual agreement, Ms***’s account was charged an early termination fee in the amount of $ Regarding Ms***’s concern of her account being automatically debited for the early termination fee, Hughes’ subscriber agreement contains specific language that states Hughes’ is authorized to bill the card on file for all charges“Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., ***, ***, *** ***, or ***) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees)Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscriptionYou hereby authorize automatic credit or charge card billing by Hughes for all such chargesYou further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.” Ms*** did receive a credit for half of the early termination fee; however there was an additional billed amount of $for unreturned leased equipment which consisted of the radio transmitter attached to the arm of the dishThe credit of $and billed amount of $leaves a balance of $111.50. 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###-###-####***
June 2, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Case # *** Dear Mr*** In response to your letter dated May 16,
2017, to the Executive Customer Care division of Hughes, we have our sincere interest in resolving the outstanding matter. It is our understanding Ms*** has some concerns regarding the sale, speeds and termination of her HughesNet account Our Executive Customer Care representative reviewed all pertinent database records before making our decisionOur records indicate that Ms***’s account was activated on May 09, Ms*** contacted our support teams to explain she was unhappy with her service, as it did not operate as sales had promisedMs*** ordered her HughesNet service through a third party sales source, *** *** * ***The sales call is currently under review At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service. Section of Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.” Consequently, we believe that we have a contractual right to assess these termination and service fees. Considering Ms***’s overall experience Hughes has agreed to waive Ms***’s $early termination fees, on June 02, 2017, leaving Ms***’s account with a ($1.29) credit balanceHughes will send Ms*** a prepaid shipping box and label to help facilitate the return of her leased hardware We sincerely regret any inconvenience Ms*** 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. Thank you very much for your consideration Sincerely, William *** ** *** ***
***
***
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: *** ***Complaint ID: *** ***In response to your letter dated November 15th, to the Executive Customer Care division of Hughes, it is our understanding
*HughesNet Executive Customer [email protected]
that *** *** has concerns regarding the refund of his money and the return of our equipmentWe would like to apologize for the unexpected charges you were quoted for what was to be a free installWe understand your decision not to go with our servicesThe full amount you have paid of $has been credited and forwarded to our accounting department to process a refundOnce the refund is processed *** *** should see the amount back on his card within 7-business days depending on his card providerAs for *** ***'s equipment, we will be sending out a self addressed postage paid return boxThe customer should pack up his modem and radio transmitter which can be found on the end of his satellite dishWhen returning these items it is strongly suggested that *** *** retain a return tracking number as his proof of returnWe 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 consideration.Respectfully,MF
November 9, 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
*SrExecutive Customer Support***
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 to suspend the accountThe first call made to move the service was on 10/24/and Hughes created a move orderWe attempted to have a technician arrived to meet Mr***’s expectation, however he declined. In light of Mr***’s issues, 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 $ 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
[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 still disagree with the fact I’m getting charged an exhorbatant amount for a service that never workedThis is the same as pure theft in my eyes and will not accept the response of the thieving companyThis is absurd and to blame time lapsed as an excuse for theft I’ve been fighting for months is corporate treachery at its most viscous! They neither care nor acknowledge the hardship created by there pilferingI’m not surprised after reading such horrible reviews online for this companyThis seams to be standard practiceGotta make a buck somehow with a subpar product I guess
Regards,
*** ***
February 12, 2015 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your letter, to the
executive customer support division of Hughes, it is our understanding that *** *** has some concerns regarding her service Relative to *** ***’s concerns regarding Hughes’ data allowance, our 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 50GBYou 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 techniques. Currently *** ***’s service plan consists of 10GB of anytime bytes and 50GB of bonus bytes as she was initially informedIn addition to the plan upgrade received, *** *** has been issued a $service discount for three months We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *W***Executive Customer Support###-###-####[email protected]
August 28, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** Complaint ID: *** Dear *** ***: In response to your letter to the executive customer support
division of HughesNet, it is our understanding that *** *** has some concerns regarding service not working and is requesting to cancel service without penalty Our records indicate *** *** service was activated on July 19, and when *** *** 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 agreementOur executive customer care representative reviewed all pertinent database recordsOur call records indicate on July 27, 2017, *** *** contacted HughesNet requesting a technician visit because his dog chewed through the HughesNet coaxial lineOur technical support team explained there is a fee of $since the issue was not caused by HughesNet and *** *** hung upOn August 13, 2016, *** *** contacted HughesNet requesting assistance with his Netgear router WiFi passwordOur technical support team explained routers are 3rd-party equipment, not manufactured by HughesNet and we can help with some basics of connecting the router to the HughesNet modemFor more complicated troubleshooting we do not want to provide any misinformation and referred *** *** to his router manufacturer with more expertise with his specific routerOn August 27, 2016, *** *** contacted HughesNet with no connectivity concernsOur technical support team asked *** *** to reboot the HughesNet modem, his Netgear router and his computer to clear any congestion*** *** confirmed his connectivity resumed and was able to access the internetOn April 24, 2017, *** *** requested to terminate his service due to service not working for his daughter’s school workHughesNet technical support team offered our new Gen service which will offer faster download and upload speeds*** *** declined because he activated new internet service through ***We offered to suspend his HughesNet service for six months while he goes through his trial period with ***As a courtesy, we offered an adjustment of $to cover all HughesNet monthly recurring charges while the account is suspended*** *** accepted the offer and suspended the HughesNet serviceOn June 7, 2017, *** *** requested to terminate his service because he decided to stay with ***Our support team explained the $early termination fee will apply and reversed the adjustment that was applied as a courtesy to postpone any HughesNet monthly charges while the account was under suspension*** *** mentioned he will leave the account under suspension until his contract term expiresHughesNet explained while the account is suspended the contract term is also suspended and *** *** hung up*** *** account is still suspended and will automatically reactivate on October 21, which will resume internet billing at the regular rate of $plus taxAs a courtesy, HughesNet can offer to reapply the adjustment that was reversed on June 7th that covered all HughesNet monthly recurring charges while the account is suspendedSince the adjustment was removed on June 7th the remaining credit amount we can apply is $*** *** must keep in mind; if the service is terminated or suspension is cancelled before the scheduled date of October 21st the prorated credit amount will be reversedHughesNet values *** *** as a customer and we wish to retain his businessTo that end, HughesNet can offer the assistance of our advanced technical support to work with *** *** to hopefully resolve his technical issuesHughesNet partnered with Home Tech Support which is a service available to our customers experiencing issues that are non-HughesNet service related such as slow speeds, service performance issues, spam/malware, and additional PC or home network problemsAs a courtesy, we can offer this HughesNet partner service free of chargeIf *** *** wishes to take advantage of this courtesy complimentary diagnosis and resolution of eligible issues, please contact our customer care department to connect you to the Home Tech Support teamRegarding *** *** request to cancel without penalty, please be advised that when *** *** 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 agreementTerms and conditions can be found at legal.hughesnet.comConsequently, we believe that we have a contractual right to assess these fees and the $early termination fee is validHughesNet has made efforts to resolve reported connectivity issues on August 27, and WiFi password issues reported on August 13, in which *** *** confirmed the issues was correctedWe 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 meRefer to Case ID ***Thank you very much for your considerationVery truly yours, J C***
*** ***mer Support *** [email protected]
[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,
*** ***
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: *** ***Complaint ID: *** ***In response to your letter dated November 3rd, to the Executive Customer Care division of Hughes, it is our understanding
*HughesNet Executive Customer [email protected] us why here
that *** *** has concerns regarding her refundWe would like to apologize for the delayWe show the equipment has been returned and registered at our warehouse** *** was in contact with our social media escalations team and they were able to process a refund on October 25thSince the customer has been switched to invoice billing we process a check and the standard processing time for this is daysI have verified the address that it will be mailed to against the Revdex.com complaint** *** should be receiving a check for $before December 9thWe 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 consideration.Respectfully,MF
*** *** *** 9/21/17Trade 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 *** *** is subscribed to
HughesNet services and had some concerns relating to the reliability of her service and is requesting a refund on the purchased equipment since cancelingIt has been verified that *** *** subscribed to HughesNet service on July 20th and has since canceled the service on September 5th HughesNet has also confirmed that *** *** chose to purchase the equipment versus leasing it which is not required by any subscriber including *** ***Additionally, based on the audit completed for *** ***s account, HughesNet did notice several contacts into HughesNet support as well as online chat for slow browse issues, and/or speed issuesBased on the case notes, our Technical team did attempt to troubleshoot fully with the ***; however, there seemed to be some barriers affecting their ability to effectively troubleshootHughesNet noticed that on several of these contacts made to HughesNet support for *** ***s speed concerns, tech support agents requested her to directly connect to the modem to get an accurate result; furthermore, at one time *** *** had devices connectedHughesNet tried to have the *** remove some of the devices to properly address said issues at hand, again the customer declined the request*** *** should also be aware that there were several times when contacting HughesNet support that the service status was fully operational and speeds were within the parameters of her service plan which is 60% of 25mbps download and 3mbps uploadBased on the audit and usage history, it has been validated that the *** were using the HughesNet internet servicesAdditionally, *** *** agreed to and signed off on the subscriber agreement on the date of install which states that if the subscriber cancels before their 24-month commitment term ends they will be charged an early termination fee of up to $that is prorated based on the remaining time on the termAccording to the *** account information it was canceled after being active for over monthsThis voids the return policy for purchased equipment which is 30-days from the date of orderUnfortunately, HughesNet would be unable to purchase the *** equipment back from them as it is past the allotted time frame making the warranty voidedPer several calls made into HughesNet support, *** *** was told multiple times that HughesNet will not be providing a refund for his purchased equipmentHowever, as a courtesy to the *** and to have an amicable resolution, HughesNet has offered to waive the early termination fee of $even though *** *** agreed to the termsTo avoid any further charges to *** ***'s credit card and as an additional courtesy, HughesNet has switched his payment method to InvoiceFurthermore, HughesNet reviewed the initial payment made and for the equipment purchase it was confirmed that the *** were charged $The rest of the charges were for the service plan of $per month before discounts; also, the *** were given $instant savings on the Install and activation chargeSince the early termination fee was waived for the ***, HughesNet feels this is more than fair for The Kerr's equipment cost since they refused to troubleshoot with the Technical team on multiple contacts, making it very difficult for HughesNet to find the root cause to the *** stated concernsMost all of HughesNet subscriber's technical issues can be resolved by fully troubleshootingHughesNet also could have offered the *** advanced assistance by the Home Tech Support team free of charge, however the service was canceled before HughesNet could offer all options to the ***We sincerely regret any inconvenience that the *** may have experienced and realize this may not be the outcome the *** were expecting, but HughesNet is hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationWarmest Regards, D.M*** SrExecutive Customer Support [email protected]
September 19, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr*** In response to your second rebuttal 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 July 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 Regarding Ms***’s latest concern please be advised the first days the data allowance is relaxed to allow customers to download updates, software, etcwithout exceeding the data allowanceThis has nothing to do with the agents selling the service and it isn’t part of the terms and conditions of the serviceAs previously stated customers can and still should monitor their usage to know how much data is being used even with the relaxed periodWe sincerely understand Ms***’s concern and as we have stated we have canceled the service without an early termination fee 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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