Hughes Network Systems

June 5, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 matterIt is our understanding that ** [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that ** [redacted] ’s service was activated on October 2, Regarding ** [redacted] ’s concern about being billed for service he wanted suspended, it was suspended on April 30, and there is currently a credit balance of $on the account The reason for the charge of $is because there is usage on the account for the full month of April up until it was suspended at the end of the monthWe do understand that there may have been some misunderstanding initially when ** [redacted] called to request the suspension; however the service was used from April 2nd thru April 30th 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, [redacted] Executive Customer Support###-###-####[email protected]

August 11, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File # [redacted] Dear [redacted] : In response to your letter to the executive customer care division of Hughes, we attempted to contact [redacted] to resolve the outstanding matter It is our understanding that [redacted] has some concerns regarding her service Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted] “To ensure fair Internet access for all HughesNet® Gensubscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] ’s frustration and concernIn light of the difficulties [redacted] has experienced with our service, we have issued (10) tokens to her account At this point, we will be unable to cancel the account without penalty We would need for [redacted] to contact me at the number below for additional troubleshooting or 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 faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

August 15, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] Case # [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service “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.” Hughes values [redacted] as a customer and we wish to retain her businessIn light of the difficulties [redacted] encountered with our service, Hughes has created a complimentary field service dispatch to thoroughly evaluate [redacted] ’s system components in hopes of meeting her internet service expectations A technician will contact [redacted] at the number on file for a convenient time to come to her site [redacted] would need to contact me at the number below 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 faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

July 20, Mr [redacted] Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] [redacted] Dear Mr [redacted] In response to your second rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Mr [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that Mr [redacted] service was activated on January 22, Regarding Mr [redacted] latest concern please be advised that a sales call review has determined that Mr [redacted] was properly advised of the service and capabilities including being read the terms and conditionsPlease find a summary of the sales call review below; The agent and customer discuss what they would be doing online, and the customer does state that they would be doing [redacted] The agent specifically asks about working from home, and the customer makes no mention of their home businessThe agent does read the verbatim streaming disclosure to the customer, which at the time stated, “Great! You will be able to enjoy about hours of Standard Definition movies a month with our most popular mid-tier plan.” (We have since updated it to read “up to hours”) Immediately after reading the disclosure, the agent states, “So all of your [redacted] , ***, ***, [redacted] , ***, [redacted] ***, all of those streaming applications that one may want to use are going to work just fine without loading or buffering the whole timeIt’s high speed, so you can get what you want to when you want to at one locked in price.” The agent pitches the plan in full, including the data allowance The customer asks, “How many gigabytes a month do I get?” The agent responds, “No matter how much internet you use, you never ever get shut off, and there is absolutely no overage fees at allSo you can actually use as many gigabytes as you want, we simply just guarantee the fastest speeds for a certain amount of data If you were to use all of your allotted data, it would just slow down for [redacted] General web browsing, [redacted] , [redacted] , email, online shopping, that kind of stuff is going to work just fine all of the time, no matter how much internet you use.” The agent will be coached to directly answer the customers question in this situation, and set the correct expectations with the FAPThe customer asks, “Okay so if my computer was streaming for days straight, then it would be the same dollars a month?” The agent responds, “Correct, your price is locked in There’s no overage fees, it’s never going to change.” The agent reads all final terms and conditions correctly The only question the customer has about the final terms was in regards to the auto-billing, which the customer wanted and agent said was already set up We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted]

May 20, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File # 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 “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.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands ** [redacted] frustration and concernIn light of the difficulties ** [redacted] has experienced with our service, we can waive half of the termination fee, bringing the amount due to $ In addition, the equipment needs to be returned within days of the cancellation date to avoid being charged an unreturned equipment fee ** [redacted] may contact me at the number below for his preferred cancellation date 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 faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

February 19, [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- 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 matterIt is our understanding that ** [redacted] has some concerns regarding her service Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with ** [redacted] Relative to ** [redacted] ’s concerns in regards to our Fair Access Policy, to 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 each bucket ranges from 10GB to 20GB per month Regarding ** [redacted] ’s request to cancel without penalty, please be advised that when ** [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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ** [redacted] ’s circumstances, 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 concernAs a result, we can issue a partial credit to her account that can be applied toward the early termination should she still want to cancelCurrently her service is still active** [redacted] will need to cancel her service with our customer support when and if she decides to cancelWe will be happy to have our technical support department troubleshoot her service to ensure that it’s working as it should 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, [redacted] Executive Customer Support ###-###-#### [email protected]

I've had hughesnet for over a year and out of that year I was only able to use the internet about a month of itWith the shotty equipment bad customer serviceAnd during that time I have to keep paying my bill so I can have the service gentlemen come and try to fix itThey lie to you they say they'll do something and they don'tThey don't follow through on anythingTheir commercials they offer service that they don't have or can't offer youDO NOT get hughesnet

January 13, "Tahoma","sans-serif";"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: [redacted] File# [redacted] Dear [redacted] : In response to your letter, it is our understanding that you have some concerns regarding the equipment refundOur Executive Customer Support reviewed all pertinent database records After further review, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Lease Plans are required to return the modem, power supply, and radio (outdoor transmitter) to HughesThere is a $de-installation feeThe equipment needed to be returned within (45) days of cancellation date or be charged a $Unreturned Equipment Fee ($for the modem and power supply and $for the radio transmitter)As a result of not returning all the equipment in a timely matter, [redacted] was charged $representing the unreturned radio feeThere is a pending credit to the account in the amount of $This amount will be refunded back to the credit card on file in approximately (7) to (10) business daysWe sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationSincerely, Ecole F [redacted] SrExecutive Customer Support ###-###-#### [email protected]

Very frustrated with this company from the onset They send out 3rd party installers; the one we had was very unprofessional and in a hurry He came at a different time than scheduled and relayed that he would not come back for weeks if we did not let him go ahead at time he came Customer Service has been terrible They are almost impossible to reach and when you finally make contact; you end up on hold and/or transferred - or just disconnected They have a Chat but it is not efficient either They have a Community forum - some work for Hughes and others are customers I have sporadic internet and cannot use it as it is so unreliable I am being forced to pay for a lack of service

April 11, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File # [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that ** [redacted] has some concerns regarding her HughesNet service Regarding ** [redacted] ’s request to cancel without penalty, please be advised that when ** [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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ** [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy After further review, Hughes will cancel the account without penaltyWe would need for ** [redacted] to contact me at the number below with her preferred cancellation dateIn addition, ** [redacted] needs to return the equipment within days of the cancellation date to avoid being charged an unreturned equipment fee We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration diagnostic Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

When should I be expecting the refund to my account? 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] ***

I signed up for HughesNet and after two days Icancelled the serviceAtI point during the two day period did I receive 1mbps of download speed!!! They kept my installation money and kept me on the phone for over two hoursIf you like dial up speeds, call me hear guys

February 4, [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- 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 matterIt is our understanding that ** [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that ** [redacted] ’s service was activated on April 16, On January 3, 2014, ** [redacted] ’s account was cancelled As a result of cancellation within his contractual agreement, ** [redacted] ’s account was charged an early termination fee in the amount of $ There was a sales call review and ** [redacted] was informed about the contractual agreement after the first daysIn addition, ** [redacted] called customer support during the first days and was notified on May 6, that VPN service isn’t recommended for use with Hughes and that it will slow the browsing significantly if it works Regarding ** [redacted] ’s request to cancel without penalty, please be advised that when ** [redacted] subscribed to the HughesNet Service, he expressly agreed that she would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementIn recognition of ** [redacted] ’s circumstances, Hughes agreed to make an exception regarding our cancelation policy and applied a credit toward the early termination fee In light of the difficulties ** [redacted] experienced with our service, we have issued a credit of $to his account which reduced the early termination fee to $We apologize that we aren’t able to waive the fee in its entirety because it is a valid charge and ** [redacted] was made aware of the terms and conditions prior to having the service installed 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, [redacted] Executive Customer Support ###-###-#### [email protected]

December 14, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Complaint ID [redacted] Dear Mr [redacted] : In response to your letter to the Executive Customer Support division of Hughes, It is our understanding that Mr [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that Mr [redacted] ’s account was activated on September 22, On November 18, Mr [redacted] requested to cancel the service and was advised of the early termination fee in the amount of $as a result of canceling during the contractual period Mr [redacted] was subscribed to Hughes Gen Prime Plus plan which was $per month minus a $service discount for months, and modem lease fee in the amount of $Mr [redacted] ’s first bill in the amount of $included the monthly fee, modem lease fee and taxes in the amount of $minus the $service discountThe additional $charged on the first bill for the taxes can’t be computed at the time of sale by the agentThe second bill included Express Repair in the amount of $which is always credited on the first bill and can be canceled at any timePlease be advised that these charges are valid per Mr [redacted] ’s subscription and a sales call review determined that Mr [redacted] was correctly advised of the aforementioned charges At the time Mr [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin the service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [redacted] with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GB Regarding Mr [redacted] ’s request to cancel without penalty, please be advised that when Mr [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service within the contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Mr [redacted] experienced with our service, we have issued a credit in the amount of $representing the early termination fee and that amount will be refunded to the card on file We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted] Executive Customer Support ###-###-#### [redacted]

June 5, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 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 was activated on November 11, On February 16, 2014, ** [redacted] requested to cancel the serviceAs a result of cancellation within her contractual agreement, ** [redacted] ’s account was charged an early termination fee in the amount of $ Regarding ** [redacted] ’s request to cancel without penalty, please be advised that when ** [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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ** [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties [redacted] experienced with our service, we have issued a credit of $to her account representing half of the early termination fee and that amount will be refunded to the card on fileRegarding ** [redacted] ’s request to be reimbursed for overdraft fees, please be advised that Hughes’ subscriber contains specific language that states Hughes is not 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.” ** [redacted] is advised to consult with her bank and ask them to waive the overdraft fee as a courtesyWe 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, [redacted] Executive Customer Support###-###-####[email protected]

March 4, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear Mr [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the account was activated on September 27, On December 31, 2014, Mr [redacted] called to inquire about his bill and stated he wasn’t informed about the express repair charge, pc essentials, and zone alarm internet securityThose services are placed on the account and credited for the first month and abled to be canceled by request at any pointAs a standard, it should be mentioned during the sales callOnce a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on fileAfter the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $per month“Credit card payment is not required for residents of states where payment by credit cards may not be made mandatoryIn 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 $per month.” Currently Mr [redacted] has been switched to invoice billing and in addition we have issued another credit in the amount of $for three months of the aforementioned services We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron DW [redacted] Executive Customer Support###-###-#### [redacted]

HughesNet has the worst internet service and customer service I have ever experiencedI was forced to enter a 2-year contract with them but the service did not live up to my expectations and I was still expected to either complete the contract or pay a termination feeI was also not informed that the internet service had a limited data allowance and I was forced to purchase additional data allowancesThe internet service was very expensive and extremely slowEvery month, there seemed to be one issue or another and I had disagreements with customer serviceThe customer service team has no work ethics and was not concerned about my satisfaction with their serviceWhen I moved and had other internet options, I canceled my contractI was then told that I would receive a box to return the equipmentIt took two requests to get the box, receipt of the equipment was not confirmed (like DISH was kind enough to do) and then a claim was made that I was told that I was expected to get on my roof to remove a radio transmitter and that if I didn't, I would have to pay an additional feeEven though I changed my address, I did not receive a current bill itemizing the early termination fee and then my husband was being harassed to pay the bill even though his name was not on the accountIn fact, when they called him to collect, they refused to tell him the balance on the account but expected him to pay itHughesNet did not call me once about the balanceThis has been an awful experience and the company has lousy employees and low standards

June 11, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear *** [redacted] : In response to your letter to the Executive Customer Support division of Hughes, we have contacted [redacted] to resolve the outstanding matterIt is our understanding that [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the account is registered to Shawn [redacted] and was activated on August 5, On May 23, 2013, ***’s account was cancelled As a result of cancellation within his contractual agreement, ***’s account was charged an early termination fee in the amount of $ Regarding [redacted] ***’s request to cancel without penalty, please be advised that 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 his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of [redacted] ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties [redacted] experienced with our service, we have issued a credit of $to her account to help offset the early termination feeWe spoke in detail to [redacted] and advised that we didn’t receive any calls prior to the request to cancel to report any problems with the serviceWe informed [redacted] of our decision on June 11, 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, [redacted] Executive Customer Support###-###-####[email protected]

April 23, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 matterIt is our understanding that ** [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the account is registered to [redacted] and was activated on August 31, On April 6, 2014, ** [redacted] ’s account was cancelled As a result of cancellation within her contractual agreement, ** [redacted] ’s account was charged an early termination fee in the amount of $ Regarding ***’s request to cancel without penalty, please be advised that when ** [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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ** [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties ** [redacted] experienced with our service, we have issued a credit of $to her account representing the early termination feeIn addition we have credited the account for two months of unused service as a courtesy and a refund of $was issued to the card on file on April 7, Regarding ***’s concern of the tech removing the entire dish and patching the holes from the install, Hughes’ subscriber states that Hughes will only remove the radio from the dishThe location and install was signed off onThere is no documentation to support the service not working since the install in AugustWe 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, [redacted] Executive Customer Support [redacted] [email protected]

August 12, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear *** [redacted] : In response to your letter to the Executive Customer Support division of Hughes, we have contacted [redacted] to resolve the outstanding matter It is our understanding that [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ***’s account was activated on April 26, and requested to cancel her service on April 27, Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply [redacted] ***’s account was charged for unreturned equipment in the amount of $At this point we have received the equipment and [redacted] ***’s account has be credited the disputed amount of $and that amount has been refunded to the card on fileWe informed [redacted] of our decision on August 12, We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron *W [redacted] Executive Customer Support###-###-####[email protected]