[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
I do not accept this offer because its the same offer as before. He says that service is in range of acceptable service. Then you standards are very low because AGAIN I'm answering this email on my phone because I my laptop cannot get service. The only cose you have given me is to retain legal councel. I would rather pay him for his services than pay for your low standards of service.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
M[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance with this matter.
Regards,
[redacted]
May 26, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]:In response to your letter to the executive customer care division of Hughes, it is our...
understanding that [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. Please be advised when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, Hughes has issued a refund for the early termination fee in the amount of $400.00 to the credit card on file. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300. Customers’ are responsible to ship back their own equipment. If [redacted] needs any additional assistance with returning the equipment there is a $99.00 DE installation fee. He may contact our billing support at ###-###-#### for further assistance. [redacted] may contact me directly with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted]Sr. Executive Customer Support###-###-####[email protected]
RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that Mr. [redacted] was subscribed to HughesNet services but has since canceled and had some concerns with regards to the early termination fees and return...
of the equipment. It was verified that Mr. [redacted] just recently subscribed to HughesNet internet on October 19th, and he chose the purchase option at the time of order. HughesNet did complete an audit on his account upon receiving his complaint. Based on the audit it was determined that due to Mr. [redacted]'s location, it was not possible to install his new services onto the Echo Star XIX satellite; post install, Mr. [redacted] had speed issues and intermittent service. A case was escalated to HughesNet engineers where it was determined that because of the location, there was no way to improve Mr. [redacted]’s service. On November 3rd, the service was terminated for Mr. [redacted] and all early termination fees were waived based on the unforeseen situation. HughesNet would like to express our sincere apologies to Mr. [redacted] for the unfortunate mishap. Mr. [redacted] should note that this type of incident is very rare and uncommon for HughesNet to encounter. HughesNet's Corporate Officer did reach out to Mr. [redacted] on November 8th and confirmed his concerns, and verified he had already shipped his equipment back since he was eligible for a return of purchased equipment credit. The Corporate Officer did notify him not to make any changes to his credit card so once HughesNet receives the equipment the refunds will process smoothly. Mr. [redacted] did provide HughesNet with his UPS returned tracking number which is as follows[redacted]. HughesNet provided him with the Case number referencing this response and no further assistance was requested from him. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
December 5, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]Complaint ID: [redacted]Dear [redacted]:We received [redacted] rejection letter here at the corporate office regarding issues she experienced with our service. HughesNet understands her frustration and concern. [redacted] concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers.In response to your letter dated November 28, 2017 to the Executive Customer Care division of HughesNet, it is our understanding that [redacted] has some concerns regarding the ample amount of time she feels she gave HughesNet to troubleshoot her connectivity issues. [redacted] disputes the $385 early termination fee because new details regarding the satellite dish were given to her by the technician during the on-site visit on November 21, 2017 and she never signed a contract. During our conversation with [redacted] on November 16, 2017 we explained one call was made August 28, 2017 to report connectivity issues and the call was reviewed. It was determined the device was not connected to a WiFi network and our technical support team walked her through the WiFi network set up. She confirmed both the laptop and cell phone successfully connected to the network. Thereafter, she mentioned the speeds are slow and we continued to troubleshoot her slow connectivity concerns. During the call, [redacted] requested to stop troubleshooting because she had to go to work. We offered to schedule a call back, but she was uncertain about the best call back date and time. We asked [redacted] to call back at her own convenience to continue with locating the root cause of her slow connectivity and resolve it. Her next call came in on the 11th of October requesting to terminate service before attempting to troubleshoot.Regarding the November 21st on-site visit, we appreciate the technician, Al, shared his concerns with the satellite dish. HughesNet cannot confirm the satellite dish was contributing to her connectivity issue because we were never given the opportunity. All installers, including the first technician, are required to photograph their work to document the installation and work history in our customer's account. Regarding [redacted] request to cancel without penalty, please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. Please review the terms and conditions at legal.hughesnet.com. The early termination fee of $385 is valid because [redacted] chose to terminate service before reporting the issue and attempting to troubleshoot. We attached the customer acceptance [redacted] signed at the time of installation.We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact me. Please refer to Case ID [redacted]. Thank you very much for your consideration.Sincerely,J C[redacted]Executive Customer Support[redacted]
[redacted] 12/4/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] is...
subscribed to HughesNet services and recently had some concerns with a new commitment that was done as part of the upgrade to Gen 5 in May. HughesNet would like to let [redacted] know that her concerns are being addressed and the Corporate Officer that is completing the investigation is currently awaiting a response from the 3rd party contractor that completed her upgrade order. In order to validate [redacted]'s complaint a quality assurance report is needed from the call that was recorded the day the upgrade was completed. HughesNet understands this may be an inconvenience for [redacted] and that a timely resolution is appreciated. At the current time, this case is pending the results of the QA report, so HughesNet would ask that [redacted] allow the Corporate Officer to complete the full investigation before we can reach an amicable resolution with her. As a courtesy HughesNet has provided a service discount of $10 for the next 3 months, and once the report has been received, the Corporate Officer will reach out to her. [redacted] may respond back to HughesNet to let the Officer know she understands the temporary resolution at this time. HughesNet looks forward to further assisting her with the concerns she has expressed, and she should expect to be contacted within the next 24-48 hours. HughesNet is hopeful that our effort and actions will serve as a demonstration of our good faith. We sincerely apologize to [redacted] for the delay in addressing her concern. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
June 19, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File # [redacted]Dear [redacted]:In response to your letter it is our understanding that [redacted] has some concerns regarding his service. Our Executive Customer Care representative reviewed all pertinent database records. After further review, Hughes maintains a $5.00 monthly service fee to offset the cost of invoice generation, mailing, and processing. Hughes’ customers that maintain a credit or debit card for the purpose of paying monthly fees are not charged an additional $5.00 per month fee. In addition, Hughes’ subscriber agreement contains definitive statements regarding the $5.00 per month invoice generation fee. “In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.”Our notes indicate contact was established on 05/22/15 and [redacted] stated he would like to switch to invoice billing to pay by check. Our records further reflect, [redacted] was explained the $5.00 processing fee and subsequently his account was switched to invoice billing. Therefore, [redacted]’s invoice for the month of May reflected a $5.00 invoice fee. The account was put back on credit card billing 05/28/15 by [redacted].If [redacted] adds up all of the credits and deductions from the previous invoice he will see that the $30.00 was taken off the bill bringing the amount due to $62.68. He may contact our billing support at ###-###-#### if he has any additional questions. Regarding [redacted]’s concern of unexplained usage; Hughes would need to go through several troubleshooting steps to uncover the underlying issues. We ask customers to take a screenshot of their status meter that shows how much bandwidth or data allowance they have available and then unplug the LAN cable from their modem. After, taking note of the day and time it’s unplugged. Leave it unplugged, possibly overnight or while at work and then plug it back up. What the customer should see there has been no change or usage during the period of time that the LAN cable was unplugged. Hughes has no known issues of our modems using/leaking usage.In light of [redacted]’s concerns, Hughes will have our advance level technical support contact [redacted] for further troubleshooting.In, addition, if [redacted] is using a wireless router; it is best to secure the connection by setting a password. There is also a possibility for automatic system updates to add to [redacted]’s usage. We recommend that [redacted] automatically schedule his system updates during the bonus bytes period (2am-8am). [redacted] can also use a download manager software application to automatically schedule large file downloads to occur during these hours. [redacted] can monitor his usage by downloading our status meter or view her usage at supportcenter.myhughesnet.com. It is strongly advise that each PCs connected to the HughesNet system be checked for a virus or worm. A worm typically causes a PC connected to the Internet to transmit 'useless' information continuously. When this happens, the performance of your HughesNet system will be degraded and may be completely disrupted. To make sure that optimum performance is being received, [redacted] can contact a local computer support to have his system scanned for any possible threats or as an alternative, we can have one of our Home Technical Support assist him, with a complimentary session. Mobile devices or other devices on the wireless network can also be a source of consuming data, etc.[redacted] would need to contact me directly if he has any additional questions or concerns. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Ecole F[redacted]Sr. Executive Customer Support###-###-####[email protected]
[redacted] 11/28/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] is subscribed...
to HughesNet services and has recently had some concerns relating to speeds of service, particularly in the evenings, and not being contacted at the requested time from HughesNet engineers HughesNet has completed a full audit on [redacted]'s account including case history and invoices. Based on the investigation it has been verified that on November 20th, 2017 a case was escalated to HughesNet engineering department and is still in progress as an Open status. [redacted] should note that it can take up to 3-5 business days to receive a call back from engineering, and due to the passing holiday, November 23rd and 24th do not count as business days; thus, [redacted] should receive a call either Wednesday or Thursday this week. However, the time that a call back is being requested, after 7:00pm, makes it challenging to reach [redacted] as this particular department is usually not available during this time. A HughesNet Corporate Officer did attempt to reach out to [redacted] on November 28th in reference to his concerns and was attempting to discuss a resolution to his service issues. The Corporate Officer was unable to get a hold of [redacted]; however, a voice message was left. Upon viewing the account history, the Corporate Officer ran some diagnostics on [redacted]'s system and has determined that it would be necessary to ship a new [redacted] to him to see if most the issues can be resolved. However, the speed test results were well above the parameters of [redacted]'s service plan (see results below), but there is a wireless coverage error that may be impacting the service. The diagnostic suggests the router may be impacted by interference. If the router is located around any microwaves, cordless phones, radios, or a garage, HughesNet would suggest that, if possible, [redacted] try to move the router a little bit to possibly help the performance. The new modem/router will ship expedited and [redacted] should receive it by tomorrow. To set up the new [redacted] all that needs to be done is plug it in to the power source and give it about one hour to registered. HughesNet asks that [redacted] please return the other modem/router in the box the new one came in. Relating to [redacted]'s concerns for speeds during the evening, he should note that according to the subscriber agreement and the disclaimer on speeds.“Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours. In addition, when connected to the Service using Wi-Fi, the user’s experience will vary based on the proximity to the Wi-Fi source and the strength of the signal, and its usage is subject to the Fair Access Policy.” [redacted] may refer to www.legal.hughesnet.com for all disclaimers, policies, terms and conditions relating to his subscriber agreement. Additionally, if [redacted] consumes all his monthly data allowance before the end of the month, he will also see reduced speeds which can be lower than 1Mbps; however, he does have 16 prepaid tokens he may redeem at any time through the support center and this will bring him back up to full speeds if he is throttled. To redeem these free tokens, he must go to the support center under the usage meter and click the buy tokens button; there he will see the tokens available to him. [redacted] should also remember the Bonus Bytes he receives every month of 50GB which can be used between 2am-8am. Lastly, HughesNet also suggests that if devices are not being used [redacted] may want to disconnect them from the wifi as these will consume data and slow his service down as well. If [redacted] needs assistance with any of this he may contact HughesNet support. HughesNet hopes that all this information provided will help [redacted] with his concerns as well as the new [redacted] which will be arriving soon to his home. Furthermore, as a courtesy to [redacted] and to reach an amicable resolution to his complaint, HughesNet has provided one month of service adjustment to his account which now shows a credit balance of $123.83 and will be reduced once his next bill generates on December 12th. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted], In response to your letter dated November 17th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the time frame of his refund. HughesNet would like to apologize that the customer's equipment was not registered returned causing this issue. We understand the frustration it may cause [redacted] having to wait on a refund that was taken from his card. There are two steps in the process of a refund. We must first wait 10 days from the time the payment was made to make sure it clears as a valid to prevent fraud or a duplication error. We will then quote the customer 7-10 days from that point because the actual time it takes for the customer to see the payment as refunded to his account depends on the customer's card provider. I have ensured that the refund has been processed and should reflect in [redacted]'s account 7-10 days from December 4th, usually much sooner than this. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Respectfully, M. F[redacted] HughesNet Executive Customer Care [email protected]
May 22, 2017 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Case # [redacted] Dear Mr. [redacted] In response to your letter dated May...
04, 2017, to the Executive Customer Care division of Hughes, we have contacted Ms. [redacted] in an [redacted]empt to resolve the outstanding m[redacted]er. It is our understanding Ms. [redacted] has some concerns regarding her new sales order inquiry with HughesNet. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with Ms. [redacted]. On May 22, 2017 Hughes obtained information about the sales call from Ms. [redacted] which we will be able to use to request that Ms. [redacted]’ hardware lease credit inquiry be removed as a hard credit inquiry with [redacted]. This process may take up to six weeks to complete. We sincerely regret any inconvenience Ms. [redacted]’s 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, W[redacted]
[redacted]
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
February 1, 2017Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear Mr. [redacted]In response to your letter it is our understanding that Ms. [redacted] has some concerns regarding her service....
Our Executive Customer Care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”Please be advised when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]’s frustration and concern. After review, Hughes attempted to perform troubleshooting to uncover any underlying issues. However, troubleshooting was declined. As a courtesy; we have waived half the early termination fee in the amount of $177.18. It is the customers’ responsibility to return the equipment and there is a $99.99 de-installation fee if a customer needs a technician sent to the site to successfully remove the equipment. The equipment must be returned in the box that was shipped to the site on 11/18/2016. As a courtesy, Ms. [redacted] may contact our customer support team to request a complimentary free DE install by contacting [redacted] and refer to case number [redacted]. In addition, technicians are only require to remove the radio from the arm of the dish. It is the technician digression to remove the dish from the roof. If so, the technician will leave the footplate that is attached to the roof with screws. Once the equipment is returned a credit of $321.00 will apply leaving a balance of $177.18 that would need to be paid to bring the closing balance to $0.00.We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours,E. F[redacted]
[redacted]
[redacted]
July 20, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. We have previously sent multiple responses concerning Mr. [redacted]’s account under complaint ID [redacted] Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service was activated on March 31, 2015. As Mr. [redacted] mentioned, his wife was the person that called and inquired about service and with his permission allowed his SSN to be used to qualify for the lease option which in turn makes him the account holder. The SSN isn’t used for any other purpose. On May 14, 2015, Ms. [redacted] requested to cancel the account and was advised that the account holder needed to make the request and was reminded of the terms and conditions. Currently the account is still active and the account holder needs to call 1-866-347-3292 to request to cancel the service. If the service is canceled at this time there would be an early termination fee added to the account in the amount of $385.00 We requested a sales call review to determine if the correct information was giving regarding the early termination fee during the sales call and the results of the sales call review determined that the correct information was provided. The results of the sales call have determined that the proper information was given pertaining to the 24 month commitment. The early termination fee is valid if Mr. [redacted] still wishes to cancel his service. Mr. [redacted] must contact customer support to request to cancel service. Please find the results of the sales call review as follows; the agent read our required Service Term disclosure, during the T&C’s of the sale. We spoke with spouse, [redacted] for the whole call/order.24:23 Agent read service term disclosure: The contract term is 24 months. If you cancel after activation but before the end of your term, you will be subject to an early termination fee of up to $400. You must return your equipment within 45 days of canceling your service to avoid a $300 unreturned equipment fee. Thanks, Regarding Mr. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we will issue a credit of $192.50 to his account representing half of the early termination fee. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]
[redacted]
[redacted]
[redacted]
November 3, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter...
to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to D[redacted] and was activated on February 24, 2011. Our records indicate that on August 2, 2014 an order was created to upgrade her account to the Hughes Gen 4 service and somehow a new billing account was created which was linked to another account. As a result Ms. [redacted] was billed for both accounts as of August of 2014. Hughes’ subscriber agreement contains specific language that states all billing disputes must be submitted within 15 days after charges are received; “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at [redacted]. If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. 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 bill. You 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” Please be advised that it is the customer’s responsibility to monitor their charges, however as a courtesy Hughes has issued a credit for the double billing. We have issued a credit to Ms. [redacted]’s account for the disputed amount of $960.00. Any charges that Ms. [redacted] incurs will go against the credit balance until it has been exhausted. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and again we would be glad to write a letter to his bank asking to waive any charges but we cannot refund his account as requested. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron ** W[redacted]
January 24, 2018 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter dated January 4, 2018 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service. [redacted] requested to speak with someone with the ability to make decisions. Our Executive Customer Care representative reviewed all pertinent database records. HughesNet appreciates the information regarding service not working since the service started October 31, 2017. We reviewed the account's service order history and confirmed two on-site visits have been completed on November 20, 2017 and November 30, 2017. Both service orders are documented by the technician “Resolution: NO REPAIR - NO PROBLEM FOUND”. HughesNet noticed a third service order was assigned and has not been scheduled yet. Our Executive Customer Care representative will contact the installer and the installer's supervisor to obtain details regarding the purpose and outcome of the recent service orders. HughesNet appreciates the feedback regarding the poor customer service [redacted] experienced. At the end of the call, our customer should feel a one-one discussion relative to their particular problem was provided and feel they've engaged in a productive, positive conversation. Please be assured enhanced training will be provided to our support team to address these concerns. After researching the account our Executive Customer Care representative noticed [redacted] 10 GB she purchased with her service plan was completely consumed 1-8-18. [redacted] must keep in mind the data allowance resets on the 30th of every month and if she exceeds the 10 GBS, she will experience reduced speeds, typically 1-3 Mbps, until the next billing cycle. We would also like to remind [redacted] the 10 GB plan is designed for customer's with one device with minimal data usage, for example emails and limited browsing. HughesNet would like to remind [redacted] we offer service plans with a higher data allowance: 20 GB at $69.99, 30 GB at $99.99, and 50 GB at $129.99. HughesNet can work with our customer's to offer a discounted rate to our service plans. HughesNet values [redacted] as a customer and we wish to retain her business. If [redacted] disagrees with exceeding the 10 GB allowance is the cause of her slow speeds HughesNet would like to offer technical support. Our Executive Customer Care representative will contact [redacted] to troubleshoot to locate the problem and offer a solution. Regarding [redacted] request to cancel without penalty, please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. Our Executive Customer Care representative reviewed the call made January 4, 2018 and [redacted] refused to troubleshoot. If [redacted] wishes to terminate service with no efforts in fixing the problem the early termination fee is valid. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. We will contact [redacted] to make an effort to offer a resolution. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J. C[redacted] Executive Customer Support
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]what I sent hughes On Thursday, August 14, 2014 8:32 AM, [redacted] <[redacted]> wrote: On Monday, August 11, 2014 4:54 PM, [redacted] <[redacted]> wrote: My
name is [redacted] and I am the mother of
[redacted] at [redacted]. I called a couple of weeks
ago to try and cancel the Hughes.net service to the above address
because the house exploded and [redacted] is in critical condition in the
hospital. I spoke with Angelica R[redacted]. She helped me the best she
could (because I am not listed on the account and neither is [redacted]'s
wife.) She told me there was a $310.00 fee for canceling in the middle
of a contract. I explained to her it was circumstances beyond our
control. She said if I could provide a letter stating proof of his
hospitalization and the explosion that y'all could waive this fee. I am
sure once they rebuild they will resume service with hughes.net.
I have attached a
letter from Memorial verifying he is in there and a copy of a story
from the newspaper listing the location of the explosion and their
names. Please consider all the facts and let me know via e-mail when
this has been approved. case# [redacted]acct# [redacted]thank you,[redacted] cell[redacted] (work 7-3 pm)
Complaint: [redacted]
I am rejecting this response because:
With the information I have there was already an agreement in place. I have also talked to hughes net customer service and was told the fees were waived. I tried to reestablish service with hughes net, but was then told of the cost of replacing the equipment. This does not feel like a fair business deal since my mom and me have both been told the same thing and were both lied to. Hope this information provided helps shed light on our situation.
Regards,
[redacted]
November 30, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter dated November 12, 2017 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service. [redacted] terminated his service and disputes the early termination fee. Our Executive Customer Care representative reviewed all pertinent database records and reviewed the technical support calls he made to our technical support team. Our records indicate that [redacted]‘s account was activated on August 11, 2017 and requested to cancel his service on September 11, 2017. Our account management suspended the service rather than terminating the service. Due to [redacted] requesting to terminate his service within the 30-day trial period, there is no contractual agreement. And, after reviewing the technical support calls, suspending the account is the solution we offered rather than providing adequate troubleshooting. The early termination fees of $400 for the internet service and $240 for the voice service do not apply. HughesNet would like to remind [redacted] it is the customer's responsibility to ship back the equipment. A pre-paid shipping label and box will be shipped to his site address on December 11, 2017 and please allow 7-10 business days to arrive. The equipment that needs to be returned include the modem, power cord, and the radio transmitter. Please return the equipment no later than January 25, 2017 to avoid being charged an Unreturned Equipment Fee of up to $300. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact me. Please refer to Case ID [redacted] Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support ###-###-####
February 26, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive...
Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to her account. If [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support[redacted][email protected]
[redacted] 12/7/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] has never...
been subscribed to HughesNet services and has some concerns with her receiving communications about an account via email and would like these emails to cease. HughesNet has reviewed all pertinent information regarding [redacted]'s concerns. HughesNet would like to express our sincere apologies for the mishap that [redacted] has been dealing with. Based on the investigation it has been verified that as of November 22nd, 2017 the following email [redacted].com has been removed from the account and there should be no further contact by email from HughesNet to [redacted]. HughesNet would like to inform [redacted] that our subscriber's information is protected and their information is secured; unfortunately, in this case [redacted] and the subscriber's email address were very similar except the customer left out some numbers in her current email address which caused them to go to [redacted]. HughesNet contacted the customer and have since updated their account information and removed [redacted]'s email address. This type of error is very uncommon for HughesNet, and we again express our sincerest apologies to [redacted]. HughesNet would like to assure [redacted] that is has been resolved and no further actions are needed on her part. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
I do not accept this offer because its the same offer as before. He says that service is in range of acceptable service. Then you standards are very low because AGAIN I'm answering this email on my phone because I my laptop cannot get service. The only cose you have given me is to retain legal councel. I would rather pay him for his services than pay for your low standards of service.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
M[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance with this matter.
Regards,
[redacted]
May 26, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]:In response to your letter to the executive customer care division of Hughes, it is our...
understanding that [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. Please be advised when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, Hughes has issued a refund for the early termination fee in the amount of $400.00 to the credit card on file. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300. Customers’ are responsible to ship back their own equipment. If [redacted] needs any additional assistance with returning the equipment there is a $99.00 DE installation fee. He may contact our billing support at ###-###-#### for further assistance. [redacted] may contact me directly with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted]Sr. Executive Customer Support###-###-####[email protected]
RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that Mr. [redacted] was subscribed to HughesNet services but has since canceled and had some concerns with regards to the early termination fees and return...
of the equipment. It was verified that Mr. [redacted] just recently subscribed to HughesNet internet on October 19th, and he chose the purchase option at the time of order. HughesNet did complete an audit on his account upon receiving his complaint. Based on the audit it was determined that due to Mr. [redacted]'s location, it was not possible to install his new services onto the Echo Star XIX satellite; post install, Mr. [redacted] had speed issues and intermittent service. A case was escalated to HughesNet engineers where it was determined that because of the location, there was no way to improve Mr. [redacted]’s service. On November 3rd, the service was terminated for Mr. [redacted] and all early termination fees were waived based on the unforeseen situation. HughesNet would like to express our sincere apologies to Mr. [redacted] for the unfortunate mishap. Mr. [redacted] should note that this type of incident is very rare and uncommon for HughesNet to encounter. HughesNet's Corporate Officer did reach out to Mr. [redacted] on November 8th and confirmed his concerns, and verified he had already shipped his equipment back since he was eligible for a return of purchased equipment credit. The Corporate Officer did notify him not to make any changes to his credit card so once HughesNet receives the equipment the refunds will process smoothly. Mr. [redacted] did provide HughesNet with his UPS returned tracking number which is as follows[redacted]. HughesNet provided him with the Case number referencing this response and no further assistance was requested from him. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
December 5, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]Complaint ID: [redacted]Dear [redacted]:We received [redacted] rejection letter here at the corporate office regarding issues she experienced with our service. HughesNet understands her frustration and concern. [redacted] concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers.In response to your letter dated November 28, 2017 to the Executive Customer Care division of HughesNet, it is our understanding that [redacted] has some concerns regarding the ample amount of time she feels she gave HughesNet to troubleshoot her connectivity issues. [redacted] disputes the $385 early termination fee because new details regarding the satellite dish were given to her by the technician during the on-site visit on November 21, 2017 and she never signed a contract. During our conversation with [redacted] on November 16, 2017 we explained one call was made August 28, 2017 to report connectivity issues and the call was reviewed. It was determined the device was not connected to a WiFi network and our technical support team walked her through the WiFi network set up. She confirmed both the laptop and cell phone successfully connected to the network. Thereafter, she mentioned the speeds are slow and we continued to troubleshoot her slow connectivity concerns. During the call, [redacted] requested to stop troubleshooting because she had to go to work. We offered to schedule a call back, but she was uncertain about the best call back date and time. We asked [redacted] to call back at her own convenience to continue with locating the root cause of her slow connectivity and resolve it. Her next call came in on the 11th of October requesting to terminate service before attempting to troubleshoot.Regarding the November 21st on-site visit, we appreciate the technician, Al, shared his concerns with the satellite dish. HughesNet cannot confirm the satellite dish was contributing to her connectivity issue because we were never given the opportunity. All installers, including the first technician, are required to photograph their work to document the installation and work history in our customer's account. Regarding [redacted] request to cancel without penalty, please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. Please review the terms and conditions at legal.hughesnet.com. The early termination fee of $385 is valid because [redacted] chose to terminate service before reporting the issue and attempting to troubleshoot. We attached the customer acceptance [redacted] signed at the time of installation.We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact me. Please refer to Case ID [redacted]. Thank you very much for your consideration.Sincerely,J C[redacted]Executive Customer Support[redacted]
[redacted] 12/4/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] is...
subscribed to HughesNet services and recently had some concerns with a new commitment that was done as part of the upgrade to Gen 5 in May. HughesNet would like to let [redacted] know that her concerns are being addressed and the Corporate Officer that is completing the investigation is currently awaiting a response from the 3rd party contractor that completed her upgrade order. In order to validate [redacted]'s complaint a quality assurance report is needed from the call that was recorded the day the upgrade was completed. HughesNet understands this may be an inconvenience for [redacted] and that a timely resolution is appreciated. At the current time, this case is pending the results of the QA report, so HughesNet would ask that [redacted] allow the Corporate Officer to complete the full investigation before we can reach an amicable resolution with her. As a courtesy HughesNet has provided a service discount of $10 for the next 3 months, and once the report has been received, the Corporate Officer will reach out to her. [redacted] may respond back to HughesNet to let the Officer know she understands the temporary resolution at this time. HughesNet looks forward to further assisting her with the concerns she has expressed, and she should expect to be contacted within the next 24-48 hours. HughesNet is hopeful that our effort and actions will serve as a demonstration of our good faith. We sincerely apologize to [redacted] for the delay in addressing her concern. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
June 19, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File # [redacted]Dear [redacted]:In response to your letter it is our understanding that [redacted] has some concerns regarding his service. Our Executive Customer Care representative reviewed all pertinent database records. After further review, Hughes maintains a $5.00 monthly service fee to offset the cost of invoice generation, mailing, and processing. Hughes’ customers that maintain a credit or debit card for the purpose of paying monthly fees are not charged an additional $5.00 per month fee. In addition, Hughes’ subscriber agreement contains definitive statements regarding the $5.00 per month invoice generation fee. “In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.”Our notes indicate contact was established on 05/22/15 and [redacted] stated he would like to switch to invoice billing to pay by check. Our records further reflect, [redacted] was explained the $5.00 processing fee and subsequently his account was switched to invoice billing. Therefore, [redacted]’s invoice for the month of May reflected a $5.00 invoice fee. The account was put back on credit card billing 05/28/15 by [redacted].If [redacted] adds up all of the credits and deductions from the previous invoice he will see that the $30.00 was taken off the bill bringing the amount due to $62.68. He may contact our billing support at ###-###-#### if he has any additional questions. Regarding [redacted]’s concern of unexplained usage; Hughes would need to go through several troubleshooting steps to uncover the underlying issues. We ask customers to take a screenshot of their status meter that shows how much bandwidth or data allowance they have available and then unplug the LAN cable from their modem. After, taking note of the day and time it’s unplugged. Leave it unplugged, possibly overnight or while at work and then plug it back up. What the customer should see there has been no change or usage during the period of time that the LAN cable was unplugged. Hughes has no known issues of our modems using/leaking usage.In light of [redacted]’s concerns, Hughes will have our advance level technical support contact [redacted] for further troubleshooting.In, addition, if [redacted] is using a wireless router; it is best to secure the connection by setting a password. There is also a possibility for automatic system updates to add to [redacted]’s usage. We recommend that [redacted] automatically schedule his system updates during the bonus bytes period (2am-8am). [redacted] can also use a download manager software application to automatically schedule large file downloads to occur during these hours. [redacted] can monitor his usage by downloading our status meter or view her usage at supportcenter.myhughesnet.com. It is strongly advise that each PCs connected to the HughesNet system be checked for a virus or worm. A worm typically causes a PC connected to the Internet to transmit 'useless' information continuously. When this happens, the performance of your HughesNet system will be degraded and may be completely disrupted. To make sure that optimum performance is being received, [redacted] can contact a local computer support to have his system scanned for any possible threats or as an alternative, we can have one of our Home Technical Support assist him, with a complimentary session. Mobile devices or other devices on the wireless network can also be a source of consuming data, etc.[redacted] would need to contact me directly if he has any additional questions or concerns. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Ecole F[redacted]Sr. Executive Customer Support###-###-####[email protected]
[redacted] 11/28/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] is subscribed...
to HughesNet services and has recently had some concerns relating to speeds of service, particularly in the evenings, and not being contacted at the requested time from HughesNet engineers HughesNet has completed a full audit on [redacted]'s account including case history and invoices. Based on the investigation it has been verified that on November 20th, 2017 a case was escalated to HughesNet engineering department and is still in progress as an Open status. [redacted] should note that it can take up to 3-5 business days to receive a call back from engineering, and due to the passing holiday, November 23rd and 24th do not count as business days; thus, [redacted] should receive a call either Wednesday or Thursday this week. However, the time that a call back is being requested, after 7:00pm, makes it challenging to reach [redacted] as this particular department is usually not available during this time. A HughesNet Corporate Officer did attempt to reach out to [redacted] on November 28th in reference to his concerns and was attempting to discuss a resolution to his service issues. The Corporate Officer was unable to get a hold of [redacted]; however, a voice message was left. Upon viewing the account history, the Corporate Officer ran some diagnostics on [redacted]'s system and has determined that it would be necessary to ship a new [redacted] to him to see if most the issues can be resolved. However, the speed test results were well above the parameters of [redacted]'s service plan (see results below), but there is a wireless coverage error that may be impacting the service. The diagnostic suggests the router may be impacted by interference. If the router is located around any microwaves, cordless phones, radios, or a garage, HughesNet would suggest that, if possible, [redacted] try to move the router a little bit to possibly help the performance. The new modem/router will ship expedited and [redacted] should receive it by tomorrow. To set up the new [redacted] all that needs to be done is plug it in to the power source and give it about one hour to registered. HughesNet asks that [redacted] please return the other modem/router in the box the new one came in. Relating to [redacted]'s concerns for speeds during the evening, he should note that according to the subscriber agreement and the disclaimer on speeds.“Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours. In addition, when connected to the Service using Wi-Fi, the user’s experience will vary based on the proximity to the Wi-Fi source and the strength of the signal, and its usage is subject to the Fair Access Policy.” [redacted] may refer to www.legal.hughesnet.com for all disclaimers, policies, terms and conditions relating to his subscriber agreement. Additionally, if [redacted] consumes all his monthly data allowance before the end of the month, he will also see reduced speeds which can be lower than 1Mbps; however, he does have 16 prepaid tokens he may redeem at any time through the support center and this will bring him back up to full speeds if he is throttled. To redeem these free tokens, he must go to the support center under the usage meter and click the buy tokens button; there he will see the tokens available to him. [redacted] should also remember the Bonus Bytes he receives every month of 50GB which can be used between 2am-8am. Lastly, HughesNet also suggests that if devices are not being used [redacted] may want to disconnect them from the wifi as these will consume data and slow his service down as well. If [redacted] needs assistance with any of this he may contact HughesNet support. HughesNet hopes that all this information provided will help [redacted] with his concerns as well as the new [redacted] which will be arriving soon to his home. Furthermore, as a courtesy to [redacted] and to reach an amicable resolution to his complaint, HughesNet has provided one month of service adjustment to his account which now shows a credit balance of $123.83 and will be reduced once his next bill generates on December 12th. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted], In response to your letter dated November 17th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the time frame of his refund. HughesNet would like to apologize that the customer's equipment was not registered returned causing this issue. We understand the frustration it may cause [redacted] having to wait on a refund that was taken from his card. There are two steps in the process of a refund. We must first wait 10 days from the time the payment was made to make sure it clears as a valid to prevent fraud or a duplication error. We will then quote the customer 7-10 days from that point because the actual time it takes for the customer to see the payment as refunded to his account depends on the customer's card provider. I have ensured that the refund has been processed and should reflect in [redacted]'s account 7-10 days from December 4th, usually much sooner than this. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Respectfully, M. F[redacted] HughesNet Executive Customer Care [email protected]
May 22, 2017 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Case # [redacted] Dear Mr. [redacted] In response to your letter dated May...
04, 2017, to the Executive Customer Care division of Hughes, we have contacted Ms. [redacted] in an [redacted]empt to resolve the outstanding m[redacted]er. It is our understanding Ms. [redacted] has some concerns regarding her new sales order inquiry with HughesNet. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with Ms. [redacted]. On May 22, 2017 Hughes obtained information about the sales call from Ms. [redacted] which we will be able to use to request that Ms. [redacted]’ hardware lease credit inquiry be removed as a hard credit inquiry with [redacted]. This process may take up to six weeks to complete. We sincerely regret any inconvenience Ms. [redacted]’s 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, W[redacted]
[redacted]
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
February 1, 2017Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear Mr. [redacted]In response to your letter it is our understanding that Ms. [redacted] has some concerns regarding her service....
Our Executive Customer Care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”Please be advised when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]’s frustration and concern. After review, Hughes attempted to perform troubleshooting to uncover any underlying issues. However, troubleshooting was declined. As a courtesy; we have waived half the early termination fee in the amount of $177.18. It is the customers’ responsibility to return the equipment and there is a $99.99 de-installation fee if a customer needs a technician sent to the site to successfully remove the equipment. The equipment must be returned in the box that was shipped to the site on 11/18/2016. As a courtesy, Ms. [redacted] may contact our customer support team to request a complimentary free DE install by contacting [redacted] and refer to case number [redacted]. In addition, technicians are only require to remove the radio from the arm of the dish. It is the technician digression to remove the dish from the roof. If so, the technician will leave the footplate that is attached to the roof with screws. Once the equipment is returned a credit of $321.00 will apply leaving a balance of $177.18 that would need to be paid to bring the closing balance to $0.00.We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours,E. F[redacted]
[redacted]
[redacted]
July 20, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. We have previously sent multiple responses concerning Mr. [redacted]’s account under complaint ID [redacted] Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service was activated on March 31, 2015. As Mr. [redacted] mentioned, his wife was the person that called and inquired about service and with his permission allowed his SSN to be used to qualify for the lease option which in turn makes him the account holder. The SSN isn’t used for any other purpose. On May 14, 2015, Ms. [redacted] requested to cancel the account and was advised that the account holder needed to make the request and was reminded of the terms and conditions. Currently the account is still active and the account holder needs to call 1-866-347-3292 to request to cancel the service. If the service is canceled at this time there would be an early termination fee added to the account in the amount of $385.00 We requested a sales call review to determine if the correct information was giving regarding the early termination fee during the sales call and the results of the sales call review determined that the correct information was provided. The results of the sales call have determined that the proper information was given pertaining to the 24 month commitment. The early termination fee is valid if Mr. [redacted] still wishes to cancel his service. Mr. [redacted] must contact customer support to request to cancel service. Please find the results of the sales call review as follows; the agent read our required Service Term disclosure, during the T&C’s of the sale. We spoke with spouse, [redacted] for the whole call/order.24:23 Agent read service term disclosure: The contract term is 24 months. If you cancel after activation but before the end of your term, you will be subject to an early termination fee of up to $400. You must return your equipment within 45 days of canceling your service to avoid a $300 unreturned equipment fee. Thanks, Regarding Mr. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we will issue a credit of $192.50 to his account representing half of the early termination fee. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]
[redacted]
[redacted]
[redacted]
November 3, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter...
to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to D[redacted] and was activated on February 24, 2011. Our records indicate that on August 2, 2014 an order was created to upgrade her account to the Hughes Gen 4 service and somehow a new billing account was created which was linked to another account. As a result Ms. [redacted] was billed for both accounts as of August of 2014. Hughes’ subscriber agreement contains specific language that states all billing disputes must be submitted within 15 days after charges are received; “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at [redacted]. If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. 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 bill. You 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” Please be advised that it is the customer’s responsibility to monitor their charges, however as a courtesy Hughes has issued a credit for the double billing. We have issued a credit to Ms. [redacted]’s account for the disputed amount of $960.00. Any charges that Ms. [redacted] incurs will go against the credit balance until it has been exhausted. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and again we would be glad to write a letter to his bank asking to waive any charges but we cannot refund his account as requested. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron ** W[redacted]
January 24, 2018 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter dated January 4, 2018 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service. [redacted] requested to speak with someone with the ability to make decisions. Our Executive Customer Care representative reviewed all pertinent database records. HughesNet appreciates the information regarding service not working since the service started October 31, 2017. We reviewed the account's service order history and confirmed two on-site visits have been completed on November 20, 2017 and November 30, 2017. Both service orders are documented by the technician “Resolution: NO REPAIR - NO PROBLEM FOUND”. HughesNet noticed a third service order was assigned and has not been scheduled yet. Our Executive Customer Care representative will contact the installer and the installer's supervisor to obtain details regarding the purpose and outcome of the recent service orders. HughesNet appreciates the feedback regarding the poor customer service [redacted] experienced. At the end of the call, our customer should feel a one-one discussion relative to their particular problem was provided and feel they've engaged in a productive, positive conversation. Please be assured enhanced training will be provided to our support team to address these concerns. After researching the account our Executive Customer Care representative noticed [redacted] 10 GB she purchased with her service plan was completely consumed 1-8-18. [redacted] must keep in mind the data allowance resets on the 30th of every month and if she exceeds the 10 GBS, she will experience reduced speeds, typically 1-3 Mbps, until the next billing cycle. We would also like to remind [redacted] the 10 GB plan is designed for customer's with one device with minimal data usage, for example emails and limited browsing. HughesNet would like to remind [redacted] we offer service plans with a higher data allowance: 20 GB at $69.99, 30 GB at $99.99, and 50 GB at $129.99. HughesNet can work with our customer's to offer a discounted rate to our service plans. HughesNet values [redacted] as a customer and we wish to retain her business. If [redacted] disagrees with exceeding the 10 GB allowance is the cause of her slow speeds HughesNet would like to offer technical support. Our Executive Customer Care representative will contact [redacted] to troubleshoot to locate the problem and offer a solution. Regarding [redacted] request to cancel without penalty, please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. Our Executive Customer Care representative reviewed the call made January 4, 2018 and [redacted] refused to troubleshoot. If [redacted] wishes to terminate service with no efforts in fixing the problem the early termination fee is valid. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. We will contact [redacted] to make an effort to offer a resolution. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J. C[redacted] Executive Customer Support
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]what I sent hughes On Thursday, August 14, 2014 8:32 AM, [redacted] <[redacted]> wrote: On Monday, August 11, 2014 4:54 PM, [redacted] <[redacted]> wrote: My
name is [redacted] and I am the mother of
[redacted] at [redacted]. I called a couple of weeks
ago to try and cancel the Hughes.net service to the above address
because the house exploded and [redacted] is in critical condition in the
hospital. I spoke with Angelica R[redacted]. She helped me the best she
could (because I am not listed on the account and neither is [redacted]'s
wife.) She told me there was a $310.00 fee for canceling in the middle
of a contract. I explained to her it was circumstances beyond our
control. She said if I could provide a letter stating proof of his
hospitalization and the explosion that y'all could waive this fee. I am
sure once they rebuild they will resume service with hughes.net.
I have attached a
letter from Memorial verifying he is in there and a copy of a story
from the newspaper listing the location of the explosion and their
names. Please consider all the facts and let me know via e-mail when
this has been approved. case# [redacted]acct# [redacted]thank you,[redacted] cell[redacted] (work 7-3 pm)
Complaint: [redacted]
I am rejecting this response because:
With the information I have there was already an agreement in place. I have also talked to hughes net customer service and was told the fees were waived. I tried to reestablish service with hughes net, but was then told of the cost of replacing the equipment. This does not feel like a fair business deal since my mom and me have both been told the same thing and were both lied to. Hope this information provided helps shed light on our situation.
Regards,
[redacted]
November 30, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter dated November 12, 2017 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service. [redacted] terminated his service and disputes the early termination fee. Our Executive Customer Care representative reviewed all pertinent database records and reviewed the technical support calls he made to our technical support team. Our records indicate that [redacted]‘s account was activated on August 11, 2017 and requested to cancel his service on September 11, 2017. Our account management suspended the service rather than terminating the service. Due to [redacted] requesting to terminate his service within the 30-day trial period, there is no contractual agreement. And, after reviewing the technical support calls, suspending the account is the solution we offered rather than providing adequate troubleshooting. The early termination fees of $400 for the internet service and $240 for the voice service do not apply. HughesNet would like to remind [redacted] it is the customer's responsibility to ship back the equipment. A pre-paid shipping label and box will be shipped to his site address on December 11, 2017 and please allow 7-10 business days to arrive. The equipment that needs to be returned include the modem, power cord, and the radio transmitter. Please return the equipment no later than January 25, 2017 to avoid being charged an Unreturned Equipment Fee of up to $300. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact me. Please refer to Case ID [redacted] Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support ###-###-####
February 26, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive...
Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to her account. If [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support[redacted][email protected]
[redacted] 12/7/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] has never...
been subscribed to HughesNet services and has some concerns with her receiving communications about an account via email and would like these emails to cease. HughesNet has reviewed all pertinent information regarding [redacted]'s concerns. HughesNet would like to express our sincere apologies for the mishap that [redacted] has been dealing with. Based on the investigation it has been verified that as of November 22nd, 2017 the following email [redacted].com has been removed from the account and there should be no further contact by email from HughesNet to [redacted]. HughesNet would like to inform [redacted] that our subscriber's information is protected and their information is secured; unfortunately, in this case [redacted] and the subscriber's email address were very similar except the customer left out some numbers in her current email address which caused them to go to [redacted]. HughesNet contacted the customer and have since updated their account information and removed [redacted]'s email address. This type of error is very uncommon for HughesNet, and we again express our sincerest apologies to [redacted]. HughesNet would like to assure [redacted] that is has been resolved and no further actions are needed on her part. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division