Hughes Network Systems

Review: I canceled my service 2 days after the installation. They failed to send the return equipment box until I called them three times. They then sent me a notice for 60 dollars I owed. After I called they said it was for service I have, I told them I had already canceled and was waiting on the box. The box came about a week or two later, I then sent everything back in the provided box, via ups on 10/31/13. Ups tracking conformation says it was delivered on 10/31/13. I received a collection notice for 279.29 dollars on 11/16/13 for a past due account that I was not aware I owed. I contacted hughes net about the equipment I already returned, when the first operator told me they have not received anything from me. Then a supervisor came on the line stating they only received part of the equipment, after giving him the tracking number he then stated they have received everything but I still have not received my deposit back and I have a notice for collection on past due amount I do not owe.Desired Settlement: I would like my deposit back and the collection taken off my credit, because I have work hard to keep it clean.

Business

Response:

December 5, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns about her account and is seeking a credit for the return of her equipment and service refund.

Our Executive Customer Support reviewed all pertinent database records. After further review, [redacted] has returned her equipment and a credit of $327.00 was applied to her account and a service refund of $47.71 applied to her credit card on 12/03/2013.

We left a message notifying [redacted] of our decision on 12/5/2013 and we are awaiting a return call for any additional questions or concerns.

Hughes doesn’t report to any credit bureaus; as a result [redacted] credit will not be tarnished.

We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Sincerely,

Review: Hughesnet contacted me about upgrading my current internet service, they asked me several questions regarding my service and how I use the internet in my home. After all of these questions they said they could provide me with faster service at a lower price, sounded good to me. This is when things started to fall apart, they tell me that I will be contacted with in 24-48 hours from the installer to schedule an appointment. 48 hours goes by but no phone call, I look at the information that Hughesnet sent me and at that point I realize that the installer they selected was located in Florida and I live in California. I call the customer service number and they were very friendly and apolgized for the mistake and said they have corrected the issue and that some one would be calling me with in an hour. 4 days pass and no call, I again called Hughesnet and they appolgized and this time they assisted me in scheduling an appointment and that I would get a call when the technician was on his way. Well 4 hours into my appointment slot I called the installer and they had no record of my appointment, but after several mins. they said I would have someone there as soon as possible. I should have cancelled right then and there but I really want to try the service. The technician did call and showed up, he finished about 8:00 pm installing our service, this again was where I was alittle put out, the technician asked me which computer we were connecting to and I said that none that we needed WIFI, well he explained that would be $80.00 extra for an installation that was suppose to be free. I was upset because during the entire converstion with Hughesnet never once did they say WIFI would be extra and I had already told them that thats all we used. Needless to say I payed the $80.00 and started using the service, well to say the the least the service was slow, we couldn't get our WIFI TV's to connect, it was just terrible. The next day I reconnected our original equipment and called Hughesnet to get this crap out of my house. Which again they apologized for and cancelled my service but I'm still out the $80.00 because Hughesnet informs me that the WIFI is not their propriety it belonged to the installer. They don't even have a WIFI box this was just incrediable, I have never seen anything so screwed up has this company. I'm not looking for anything I just think other people should know about my experience and how bad it was.Desired Settlement: I couldn't handle another apology.

Business

Response:

December 6, 2013

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 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 his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account

was activated on November 20, 2013 and requested to cancel his service on November 25, 2013.

Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. We completely empathize with **. [redacted] on the difficulties he experienced while attempting to have the service installed as well as having a service installed that probably wasn’t in the best interest to be installed for his intended use. We will use this information for coaching purposes to try and ensure that a repeat occurrence doesn’t happen.

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,

Executive Customer Support

###-###-####

[email protected]

Review: Hughes Net Misleads and Lies

I would give Hughes net a "0" as far as a rating. Went with Hughes Net couple months ago, 30-day trial. 39.99, basic package plus tax. Get the first bill, look at it comes out to be $54.99. A ($9.99) "leasing fee charge for the modem" each month. That's understandable I would say, but the point HughesNet never mentioned the extra fee is bad business. I call HughesNet before the 30-day trial had expire and proceed to cancel their services. I chose to cancel for the reason(s) the service was just too slow for my needs, and the fact that they thought it was ok to hide the fee of leasing their equipment. On phone with them I went through with just canceling the service. Couple days passed and I received a call from a HughesNet rep. The rep ask the reasons why I canceled their services. I proceeded to tell rep what I just quoted in this review. Rep says "well we have faster plans that HughesNet would be willing to give you for NO EXTRA cost". I replied well that's sounds better, but I really just don't want to be committed in the 24month contract that they make you sign up for after the 30-day trial. The rep then tells me, "If you try our service for another month Hughesnet would not make me sign up for the 24month contract, that way if I am not satisfied by the end of the second month I can proceed to cancel whenever with no early terminations fees". I agreed and tried it out. Get second bill and comes out to be $64.99!! That's right, HughesNet charged me 10.00 extra for the faster plan. Which I was told I would be receiving free. I call HughesNet, ready to proceed to cancel as I was the first month, because the service was still slow and HughesNet lied to me saying I was to receive faster plan at basic rates. As you read the internet was still slow! it was slow because the rep didn't even update my plan, like she was suppose to. I find this out from the rep I am talking to when I was attempting to cancel for the second time. This rep say yeah the plan was never updated but would be happy to actually update my service for no extra charge, and refund me the $10.00 charged to my bill. The rep then continues talking about HughesNet and says since I didn't experience the faster plan I should try another month and see if the service meets my needs. I consider all the work of setting up new accounts with another internet company, so I went over everything he just told me, making my bill the 39.99 a month, 9.99 on top for leasing of the equipment and that would all my bill would be from now on. I also brought up how the first rep told me I would not have no 24month contract with them. He said yes that is what your account will be, that way if I still wasn't satisfied with the faster plan I could just cancel. So I agree for one more month. Still really SLOW internet. I call Hughes Net, proceed to go through with canceling for sure this time. Getting toward the end of the whole cancelation process, the rep come out an say "there is a early termination fee for each month you still have left in your contract. This point I am fed up with such business! I tell the rep the whole deal his fellow co-workers have provided me. He says well there is no confirmation on any of those agreements. By the way this is after being on the phone with them for over 30 minutes already. I repeat the truth from what I was told over and over. Says they can't help me out and my choices are either continue the service they provide, which is poor in everyway. Or if I want to proceed with the cancelation I will have to return their equipment, not too big a problem; but also will have a $400.00 early termination fee for breaking the 24month contract. Thing is I was told by two HughesNet reps that I had no contract with HughesNet no further and could just try the service month to month. At this point I am still trying to get HughesNet to own up to their word that I was givin, and just cancel my service and I want to be done with theDesired Settlement: As a hard working American, all I want is for HughesNet to own up to the agreement they told me, relieve my headache of this whole mess and move on to a better internet provider. I hope justice is served and God bless America.

Business

Response:

December 9, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] had some concerns regarding his HughesNet service.

Hughes will be contact **. [redacted] to reach an amicable resolution regarding his complaint.

If **. [redacted] has any additional questions; he may contact me at the number below.

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,

Review: After determining that the service was nothing that was advertised (the speed was extremely slow and that was when it actually connected to the internet) we cancelled our service. We returned the equipment that was purchased up front and requested a refund (for the equipment). We were provided that refund and 2 days later our checking account was charged $200+ for "installation." Keep in mind this was over a month after the installation occurred (which was supposed to be free) and 2 days after we received the refund for cancelling our account and returning equipment. When we called to dispute the charge (and even spoke with a supervisor) they refused to reverse the charge and said it was valid. We then disputed the charge with our bank.Desired Settlement: To make sure that we are not sent to collections for a bogus charge that was created by Hughes Net AFTER we cancelled service with them.

Business

Response:

January 13, 2014

**. [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 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. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted]. 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,

Executive Customer Support

###-###-####

[email protected]

Review: We had ordered Hughesnet internet service and were never told about the data usage being minimal when we called to complain about the service we got the run around and were told that all they could do was upgrade our package and after telling them I never had an internet service that didnt offer unlimeted data and told them we would like to opt out they told us that we cant without paying 300 plus dollars for cancellation so after they were unprofessional and argueing with me I asked to speak to a supervisor and the supervisor told me that all they could do is upgrade our package for free for 12 months I said ok. Well low and behold they took the next payment out of my account and charged me for the upgrade and on top of that our internet service is still horrible, I again called and complained and got the run around this is by far the worse experience I have ever had with a company they have shady business practices.Desired Settlement: I want out of our contract and nothing to do with this Shady business.

Business

Response:

January 10, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted] & [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated January 1, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter.

It is our understanding **. [redacted] has some concerns regarding the sale, data limits and termination of his HughesNet account.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on July 28, 2013. **. [redacted] contacted our billing support team to

explain he was unhappy with his service, as it did not operate as sales had promised. **. [redacted] ordered his HughesNet service

through a third party sales source, [redacted] (SA). The sales call is currently under review.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his HughesNet service. PART IV – PERMITTED USE AND RESTRICTIONS ON USE – 8.2 FAIR ACCESS POLICY. “To ensure fair Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in

Internet access for all HughesNet subscribers. Hughes assigns a Download Allowance to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed”.

Consequently, we believe that we have a contractual right to assess these termination and service fees. Hughes has agreed to waive

**. [redacted]’s early termination fees, and to issue a service credit of $79.58 to **. [redacted] credit card on file on January 10, 2014, leaving **. [redacted] account with a zero balance. Hughes has sent **. [redacted] a prepaid shipping box and label to help facilitate the return of the leased hardware.

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. Thank you very much for your consideration.

Sincerely,

Office of Executive Support

###-###-####

Review: I have been a customer of Hughesnet for some time now. I pay for a plan that says speeds will be 15 Mbps, I only see speeds of less than 5 Mbps. I also am allotted 20 Gb a month. I have called countless times and complained about my service, speed and our "constant" violation of the Fair Access Policy. I have Monitored my network when they said violations have occurred and I show no such usage like they indicate. Some of so said violations are 10 GB in 4 hours, 1 GB in 30 minutes. I have complained to Hughesnet till I am blue in the face.Desired Settlement: I want a refund of all my purchased restore tokens for the last year if they cannot provide me with a list of browsed services. I want the system working properly, If they cannot make the system work I want it picked up and my service canceled.

Business

Response:

January 23, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear [redacted]:

In response to your letter dated January 7, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter.

It is our understanding that **. [redacted] has some concerns regarding the Gen4 upgrade and some unexplained data usage of his HughesNet service in December 2013.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate that **. [redacted]’s account was first activated on April 23, 2002, and then upgraded to the Gen4 system on October 8, 2012. **. [redacted] contacted our technical support team to report some unexplained data usage.

After evaluation, it was determined that **. [redacted]’s service was performing within acceptable parameters, but **. [redacted] had exceeded the data limits of his service. A new replacement [redacted] modem was shipped to **. [redacted] on December 24, 2013, in the hopes of improving his service. At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his HughesNet service.

PART IV –PERMITTED USE AND RESTRICTIONS ON USE – 8.2 FAIR ACCESS POLICY. “To ensure fair Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Download Allowance to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed”.

Hughes values **. [redacted] as a very long term customer and we wish to retain his business. To that end, Hughes has offered the assistance of our advanced technical support, or a free session with Home Technical Support, and to work with **. [redacted] to hopefully resolve his data usage issues. As an executive courtesy, Hughes issued a $99.99 one month service credit and a $63.00 data token credit to **. [redacted]’s account in the total amount of $162.99 on January 20, 2014. Hughes will continue to monitor the performance of **. [redacted]’s service and is committed to working with **. [redacted] to reach a resolution. Should **. [redacted] remain dissatisfied with the performance of his service, Hughes stands ready to cancel the account without penalty.

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. Thank you very much for your consideration.

Sincerely,

Office of Executive Support

###-###-####

Review: Poor service and did not cancel service as requested. Refund not issued as promised either.

I received poor service from Hughesnet internet. I called about the service and was told I needed to upgrade at my cost of $199. I found another company that provides better service at a cheaper rate. I called on 12-4-2013 and told them I wanted to cancel my service on 12-16-2013. I was told that my account was paid up and would not be charged along with the disconnection. I had been a long time customer. When I checked my bank account on 12-17-2013, they had deducted the monthly charge from my account. I called and was disconnected twice before I spoke to someone who could resolve the issue. I was told I would have my refund in 2-3 weeks. I called today 1-13-2014 and was told they were processing it today and my refund would be in 1-7 days to my account. I had two checks my bank charged me $20 each to cover them over them taking money they shouldn't have and not canceling the service. This is poor customer service and I told them that and that I was going to report them to the Revdex.com. I want my full refund and would appreciate them covering the $40 it cost me because of their mistake along with a real apology and their customer service people trained better to be able to handle their customers better.Desired Settlement: In complaint above

Business

Response:

January 30, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

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 about her account.

Our Executive Customer Support reviewed all pertinent database records. After further review, we have verified that a refund post to the credit card on file in the amount of $66.94 on 1/13/2014 representing the last month of December charged to the account.

We would need verification of the additional charges of $40.00. **. [redacted] can send confirmation to the email address below and put my name in the subject filed. We left a message notifying **. [redacted] of our decision on January 30, 2014.

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 consideration.

Very truly yours,

Executive Customer Support

###-###-####

[email protected]

Review: We recently moved and decided to give HughesNet a try because they offered a 30 day trial period. We were not satisfied with their service so we canceled on day 25, return all equipment. They continued to bill us for 3 more months. After hours of conversations and getting no where they refused to credit my credit card for the amount they took out with out authorization. I didn't have any of their equipment and didn't use their service yet they still refused to credit back that money.Desired Settlement: I would like them to refund me the whole amounts of the three months I didn't use their service!

Business

Response:

February 6, 2014

**. [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 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 representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on October 28, 2013 and requested to cancel her service on December 29, 2013.

Due to the account being cancelled within an extended 30 day trial period, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $219.47 and that amount has been refunded to the card on file.

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,

Executive Customer Support

###-###-####

[email protected]

Review: I had internet installed on January 9th 2014. I was not informed when my first bill would be due.

As I was checking my bank account I noticed a payment of 50.67 was deducted on January 14th 2014.

They neglected to inform me it would be due five days later, for services for the month of February 2014.

I agreed to auto pay but I was not informed that this would occure with in 5 days of installation.

When I called customer service they were rude and unprofessional.Desired Settlement: Require company to inform customer properly when first payment will be deducted after installation.

Business

Response:

Sent: 2/7/2014 10:59:27 AM

From:

Review: I had contacted HughesNet about getting internet to my apartment. I specifically told them it would be for first person shooter games and they told me they had the perfect internet package. Once I started playing I realized the package was not fast enough so I called and asked for them to upgrade the package to the next best. Once I started playing on that package it still would not even connect me to the internet via the [redacted]. So I called back and asked they upgraded me to their final package which is the best they offer. That still did not work so I called and wanted to know what the next step was. This is the time they told me that they do not recommend their satellite internet for online gaming. Ever single time I had called I made it clear that the service was not meeting my expectations for online first person shooter games. Not once while I had HughesNet was I able to log on to [redacted] and play a game. If they do not recommend their satellite internet for online gaming then why did they keep upgrading my internet package knowing it was not ever going to work. I feel as though I was taken advantage of and strung along just so that I would keep paying money to this company. The lied to me from the start and even told me that the internet service I would receive was wireless. Come to find out when they show up to install it, it was not Wi-Fi unless I bought the wireless modem to use. The installation company also did damages to my apartment that were not authorized before they started working, The only time they got my wife's permission was after the work was already done. She had not signed any paper before they started work, only after it was done and they just told her to sign, they did not describe what the paperwork was. I was scammed and strung along, they knew very well that the internet they provided was not sufficient for my needs, they just wanted the money.Desired Settlement: I would like a refund of all allowances paid to HughesNet. They knowingly led me on to believe that their services would suffice my online gaming needs when they knew it would never do that. I paid from August till December 2013.

Business

Response:

February 10, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]. [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 his HughesNet service.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Our 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.

In light of the difficulties **. [redacted] experienced with our service, Hughes waived the early termination fee. In addition, we issued a refund of $155.24 in the form of a check to the address on file. **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. We notified **. [redacted] of our decision on 2/07/2014.

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,

Executive Customer Support

###-###-####

Review: Hughesnet has repeatedly made false charges to my credit card account. I returned their equipment to them after discontinuing service and this has been verified by their customer service. I followed their return instructions but they continue to try to charge me $212.80 for a part that they abandoned on my roof. I am harassed by daily phone calls from their computer.Desired Settlement: 1. adjust my balance to zero. I followed your return instructions and returned all the parts requested.

2. stop calling me

Business

Response:

February 18, 2014

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 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 representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on July 5, 2013 and requested to cancel his service on July 8, 2013.

Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. At this point the final balance on the account in the amount of $212.80 represents the radio transmitter from the dish that hasn’t been received according to our records. It is indicated that **. [redacted] was informed on February 3, 2014 that he would receive an additional return kit so that he could return the radio. Once the radio has been returned the account will be credited in the amount of $212.80 and the collection activity will stop.

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,

Executive Customer Support

###-###-####

[email protected]

Review: We were given Hughes network as our only option for Internet service. It doesn't work at all. Their answer was oh well. To cancel you must pay 385.00

The installation man told us he didn't know how to make it work. We called to see what we could do. The upgraded us for more money. When it still didn't work we called back and they said we could cancel for a hearty fee. We did not ask for Hughes net. It was given to us through [redacted]. They said it was our only option. There was no contract signed through Hughes net only [redacted]. So we are now paying 85.00 a month for two years for something that doesn't work.Desired Settlement: We just want to get rid of Hughes net. We will pay for months used but do not feel we should pay 385.00 to cancel when it never worked in the first place. They have records of us calling for help on several occasions and nothing was resolved.

Business

Response:

February 27, 2014

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 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 his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on November 21, 2013. On February 8, 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 $385.00.

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 agreement. Consequently, we believe that we have a contractual right to assess these fees. However, 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 $385.00 to his account representing the early termination 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 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,

Executive Customer Support

###-###-####

[email protected]

Review: Termination length and costs

I started service with HughesNet in March of 2012. I asked on Feb.16, 2014 how much time I had left with my commitment with the service provider. They informed me it was May 2014. I looked up my account to double check the date of starting my service. The service was slower than advertised and I spent Feb. 1- Feb. 15 2014 with no service at all. I am trying to be patient but I do have a limit.Desired Settlement: I would like to leave this lousy internet company in March 2014

Business

Response:

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case# [redacted]

Dear **. [redacted]:

In response to your letter to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his service.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, Hughes has applied a one-month service credit to his account in the amount of $92.38.

We are currently looking into **. [redacted]’s account for any underlying issues.

**. [redacted] may 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 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,

Executive Customer Support

###-###-####

[email protected]

Review: They're service did not work for what I needed. I called them 2 weeks after I got the service and asked them to cancel it, they never canceled it.

I ordered Hughesnet internet and when I received it, it wasn't working for what I needed. So 1 week later I called to cancel and a customer rep told me I needed to upgrade my package to use their Internet for what I needed, so I did. It still did not work so a few days later I called to cancel, once again. The customer rep tried telling me to restart my modem and other things to try to get it to work, I told her no I would just like to cancel. I thought it was canceled, until 3 months later when $160 was taken from my account. Now instead of canceling it I am missing $160 and have to pay a cancelation fee because their service reps didn't cancel it when I told them.Desired Settlement: Free cancelation of my service and $159 back from bills I should have never recieved.

Business

Response:

April 16, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 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 HughesNet service. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject 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. After further review, Hughes will cancel the account and waive the early termination fee. Since the account holder is Ms. [redacted], we are currently awaiting a return call for verification of her preferred cancellation date.We will be unable to issue any additional credits. Due to leasing the equipment, **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. We notified **. [redacted] of our concerns on 4/16/2014. 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, [redacted] Executive Customer Support [redacted] [email protected]

Review: I have had this internet service and the pricing has increased up to almost 100 dollars. I only basic internet and this is an insane price!

I have started out with Hughes net internet for basic internet and the price being billed to my credit card is almost 100 a month from what started out in the 30 dollar range. This is only basic internetDesired Settlement: I wish to have this plan reduced down to what I was originally told. No one notified me that this would increase to this amount. THIS is an insane amount to pay for internet service monthly. They DID NOT TELL ME UP FRONT THAT THIS IS THE AMOUNT I WOULD BE PAYING!!!

Business

Response:

April 25, 2014 [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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on October 31, 2013. While reviewing **. [redacted]’s account, our records show that **. [redacted] called on April 15, 2014 and asked why his bill was so high. **. [redacted]’s first bill consisted of monthly service in the amount of $59.99 plus $9.99 for the modem rental and $6.95 for express repair which was waived for the first month and can be removed at any time per the customer’s request. In addition, for the first three months there was a $10.00 service credit. **. [redacted]’s first bill was $61.33 because of the $6.95 express repair credit and the next two bills were $68.28 as a result of the three month $10.00 service credit. Each bill since then has been $78.28 which consists of the monthly service at $59.99, the modem rental of $9.99, and the express repair at $6.95 plus taxes of $1.35. There has been no increase in costs for **. [redacted] and he has never had a bill in the $30 range per his letter. **. [redacted] currently has the most basic plan which is $59.99 per month. 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]. [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I have not been at this residence for about 4 months and have not used internet at all during that time. I WAS NOT made aware that the monthly charge for basic internet would be this high. I wish to have the monthly charge reduced, if it isnt, I will be forwarding this information to FCC for investigation.

Regards,

Business

Response:

May 5, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Regarding **. [redacted]’s latest concern, with respect to **. [redacted] not being at the location where the service is for an extended period of time is not Hughes’ responsibility unfortunately. **. [redacted] is welcome to contact our customer support at ###-###-#### to request a suspension of service which will suspend the charges except for the rental of the modem for up to 180 calendar days per year. As previously mentioned, **. [redacted] is currently receiving the basic level of service and the rate for that plan is $59.99. The cost of the service plan is listed on Hughes’ site and an order confirmation email is sent to customers that provide an email address at the time of ordering that details the level of service and cost. The monthly plans aren’t negotiable; however **. [redacted] is more than welcome to contact customer support to inquire as to whether there are any eligible promotions that he can take advantage of. 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]. [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: This is a continuation of a previous complaint filed (Complaint ID [redacted]). In response to the previous complaint, on 05.13.14 [redacted], HughesNet, stated that a credit was made to our account and the card on file. As of May 22nd, credit still has not been processed on my credit card. If the credit is not processed by my financial institution by May 30th, I will contact my attorney and proceed with legal recourse. I DEMAND A REFUND AGAINST MY CREDIT CARD AND NOT MY HUGHES NET ACCOUNT.Desired Settlement: As stated above, the credit that I was told was proceed should be made against my credit card and not my hughes net account. The credit must be processed by my financial institituion no later than May 30 or legal action will be pursued - vigorously!

Business

Response:

June 9, 2014 [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 previously 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 representative reviewed all pertinent database records. Our records indicate that [redacted]’s service upgraded to Gen 4 service on January 8, 2014. Regarding [redacted]’s latest concern, as previously indicated there was a credit of $315.93 applied to the account on May 13, 2014. The system will not generate a refund on an active account; therefore it remained on the account as a credit balance. The May 23rd bill in the amount of $59.99 generated and was applied to the credit balance of $315.93 resulting in a current credit balance of $255.14. At this point, since we agreed to refund the credit balance of $255.14 has been manually refunded to the card on file and [redacted] should be able to see that refund within 24-72 hours depending on her financial institution. 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[redacted][email protected]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: HughesNet continues to come up with excuse after excuse to explain away their atrocious customer service. As I did not receive the credit on my card as I was told, I filed a dispute claim with my financial institution, who provided me with a provisional credit. We continue to have extremely poor internet service and unfortunately have no options to change. If and when the time comes that other options are available to us, we will change from HughesNet. I've also contacted [redacted], who referred this company, and suggested that they be more careful of who they refer their customers to as the poor service could be a reflection on [redacted]. At this point, there is absolutely nothing else this company can do to resolve this matter. It is now six months (six months!!!!) since we've started experiencing problems. That is beyond acceptable.

Regards,

Review: I work for [redacted] formerly known as [redacted] dba: [redacted]. We have cancelled services for 2 yrs and are still being billed.

Every time someone calls in to get more information we are told by Hughesnet that our acct has been cancelled but they cannot tell us what the charges are for. However, the CC that is being charged has been cancelled many times for fraud, yet this charge is still taken from our card.Desired Settlement: Our charges need to be returned to our credit card as soon as possible.

Business

Response:

June 16, 2014 [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, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I am requesting a direct number to a supervisor to help get this straightened out. Please call me directly in order to get this issue resolved. We are being charged monthly apparently for the last two years. This issue needs to be fixed before I accept the complaint.

Regards,

###-###-####

Business

Response:

July 21, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your third rebuttal letter to the Executive Customer Support division of Hughes, we are still requesting information to be able to access the account in question. To reiterate, we would really like to be able to try and resolve **. [redacted]’s issues but we need to be able to locate the account. If **. [redacted] is able to determine what number was used to access the account by customer service we will be able to investigate **. [redacted]’s billing 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. 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]

Review: This company won't take my citi computer generated credit card for this month. They have taken then all year long without any problems. When I contacted the company they said that the card wouldn't go through. I checked and all my cards are good. Later I tried to pay the bill on the website. It sad the following. ( We are sorry, but you have exceeded the total number of credit cards we allow on an account within A 12 month period. Please use A payment method which you have used in the past to process your payment. ) I was A custom in the past and It was a 3 MB account and they had the new 15 MB account that I wanted. The company wrote me and invited me to get the new 15 MB account they didn't menction anything in the E-Mail about any penalities in it. The rep. for the company said they were running A special. Free instulaction and equipment. So he said that there would be no charges of anykind for the upgrade. The company charged me between ( 250.00 to 300.00 ) for the instalaction and equipment plus they charged me terminaction fees to go from the 3MB system to the 15 MB system after the guy and he wouldn't charge me. Also after I had the 15MB system for about A year they tryed to raise the bill on me. They said the price was for A limited time. I told them that it wasn't and they kept the price the same after that. This company will cheat you anyway they can!! If they have A way to over charge you they will. I will never let them have A regular credit card or A check again.Desired Settlement: Since they wouldn't take my [redacted] generated credit card they have broke the contract between us. They can come and get their equipment and take it back. I don't want any services from this company anymore. They better not try to charge me for early terminaction for the contract. It was their fault that they wouldn't take the on time payment.

Business

Response:

July 29, 2014 [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, our business accounts department has attempted to contact [redacted] to resolve the outstanding matter. It 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 May 9, 2013. 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 agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. Our business support department has agreed to cancel the account without penalty of any early termination fees and the equipment will not be required to return. 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]

Review: I contracted with HughesNet for satellite internet service. I was promised "lightening fast" download speed and that I would be able to stream video and use my Netflicks account as well. The service that I am receiving since it was connected a year ago is so slow that I never use it. Instead, I hotspot my smartphone to my computer wireless receiver and that is the only way that I can do anything on the internet. My Hughesnet service is worthless. I have contacted their customer care department several times and they claim that the service is doing what it is supposed to be doing even though it took several minutes to run through system tests that should have taken second to perform. I am very frustrated because I am locked into a contract with this company and I am paying $75.00 a month for nothing. Their service is not doing and has never done what they told me it would do when I had it connected. Please help me. I am being ripped off. I just want this to end. I want out of my contract.Desired Settlement: Release me from my contract.

Business

Response:

July 18, 2014 [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 contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service. Our records indicate that [redacted]’s service is actually registered to Suzanne Lancaster and was activated on June 9, 2013. At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ 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 factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In the most recent speed and web response tests taken, the results indicate the service is operating as it should. We have offered [redacted] a complimentary diagnosis of his computer, router, web browser, etc. with Home Tech Support which Hughes uses to troubleshoot issues beyond the actual internet service. We have also agreed to have [redacted] troubleshoot with our advanced technical support agent if he is still experiencing issues after his Home Tech Support session. We informed [redacted] of our decision on July 18, 2014. 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]

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because:HughesNet gave me a free Home Tech Support service to troubleshoot the problems that I am complaining about. Home Tech Support took remote control of my system and ran complete diagnostics. They determined that the problem is in the HughesNet system. They told me that the next step was to call HughesNet Customer Service back and tell them what he said. I did this and so HughesNet wanted to run their own diagnostics again, (this would have been the fifth time they have done this), and when they tried, they said that their equipment was malfunctioning. I have spent several hours trying to get this problem resolved and it is like a bad dream that I can't wake up from! I am legally bound to a 2-year contract of which I have 10 months left and I have not asked for any reimbursement that I have paid faithfully for service that I am not receiving. HughesNet will say that I am receiving service because there is a very slight signal trickling through my modem every month, however it is not even a strong enough signal to log onto a web browser before my computer times out. Shame on HughesNet for deceiving consumers by advertising a "Super fast internet experience" and shame on me for not reading the small print on my contract.Regards,[redacted]

Business

Response:

August 5, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your rebuttal letter, to the executive customer support division of Hughes, we have previously contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his service. Regarding [redacted]’s latest concern, we apologize that he is continuing to experience problems with his service. Our records indicate that [redacted] spoke with our technical support after his session with Home Tech Support and stated that he wasn’t available to troubleshoot at that time and that weekdays were not good for him to be available. As previously mentioned all remote diagnostics don’t indicate a problem or need for a tech visit. If [redacted] would like to schedule an appointment with our advanced level technical support team we would be happy to arrange that for him. 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]

Review: On April 22nd I canceled my services with HughesNet. Their customer service representative wanted me to send my military orders, but did not want the equipment back. In June I noticed I was still being charged for services, called the company and they tried to tell me that I hadn't canceled my service. I believe this was the phone call that they had me call [redacted], saying that it was their issue. I called [redacted], who refereed me back to HughesNet. I called HughesNet back, told their service rep that I had canceled back in April. They found the call in their notes, but tried to tell me because they didn't get my orders they hadn't canceled my service. I stated that my orders have nothing to do with cancellation, it would be an early termination fee. They asked for my orders again, said they would send a box for the equipment, and that they would fix the billing error. I faxed my orders, and retrieved the modem and cables. When the box showed up they wanted the receiver for the satellite which was still at my previous residence. I called them, stated that they had failed to inform me about the equipment when I canceled, and they said they could send a tech out for 400.00 dollars. I managed to get them to waive that fee. They still hadn't given me a refund, and stated they hadn't received my orders. My wife went to our community center on post, and faxed another set of orders. I called again later in the week, possible the following week because I still hadn't seen a refund. They said they were waiting on equipment, and a customer service rep told me it was going to be a 100.00 charge. I went through the whole sequence of events again, and that fee was again waived. I think on that call I asked for a supervisor, but one "couldn't be found." I had to call a couple more times, to coordinate the tech to retrieve the satellite receiver. Every time it is a 45 minute call at least going round and round with their customer service reps with no results. On August 4th I called, set my wife's phone on record. Asked each individual I talked to if I could record them and proceeded. Again I was told that I had canceled June 22nd, made them look in their notes to find the April cancellation date. Then they didn't have my orders, and the reason I hadn't gotten my money was that their was a 250.00 dollar early cancellation fee. I asked for a supervisor, waited thirty minutes. One couldn't be found, but they found my orders and the early cancellation fee was waived. So 286.48 would be sent to me as soon as I sent my orders to advanced billing. I asked for a supervisor again and was switched over. Went through the usual process of explaining the whole chain of events, getting told that they just needed my orders one more time. I then asked for a manager, he wouldn't let me record, but again I went through the entire process of explaining what happened. He assured me he would personally make sure I got my refund in 48 hours, if my orders didn't come through he would personally call me. It is now Friday, August 8th and I have seen no results. I have been dealing with HughesNet for what will be four months now. I am very tired of it.Desired Settlement: I would just like the money back that they weren't supposed to charge me. I was told by HughesNet it is 286.48.

Business

Response:

August 27, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on July 22, 2013 and requested to cancel his service on July 3, 2014. Due to receiving military orders to relocate, the account was not charged an early termination fee as a courtesy. [redacted]’s account has be credited the disputed amount of $286.46 and a refund for that amount was generated on August 27, 2014. 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]