Hughes Network Systems

[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] Complaint: [redacted] I am rejecting this response because: I was never notified of the lack of return of the equipment in any way shape or form. HughesNet deducted the $214 from my checking account without notification of any kind, causing $112 in overdraft fees to be incurred by me and an additional $16.80 in costs to me to return equipment I was advised the day of termination, I was not required to return. I included, with the equipment they claim to have received on 2/24, copies of my bank account transactions at that time, reflecting I had sufficient funds to cover the charges I personally authorized and the four $28 overdraft fees I incurred due to their unauthorized withdrawal from my account. I also submitted a detailed letter explaining everything that has happened since the day my service was installed and a copy of my postal receipt to return this equipment. Hughes Net made no attempt to resolve this equipment issue prior to removing funds illegally from my bank account. They have an alternate email address, of which they have sent me several emails previous to this situation, including a final bill reflecting I owed nothing further on my account. They have my mailing address and two phone numbers to call me and made no attempt to contact me using any of these methods prior. I feel Hughes Net owes me the $112 in overdraft fees they caused and I was promised a $30 credit for returning this equipment the evening I filed this complaint, by the "Supervisor" who called me back. Please see the attached letter and copy of my bank transactions I submitted with the equipment they received on 2/24. These people are nothing bud frauds and it's time someone stopped them from handling Customers in this manner. Regards, [redacted] ***

[To assold, us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no recanceled es received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: [redacted] stated in his response, that someone has been dispatched to remove the radio from my roof, as s a courtesy to meThat is not trueI have requested several times that a responsible service person be sent to my home to remove the radio, as I will not climb up on the roof to remove itAt yrs old, I don't need broken bones from a fall From the beginning I have received very lousy service, that is why I canceled the service so soonThe customer service reps have no clueTo resolve this all I ask is someone take all of their equipment back without additional charges to me The damage that their service person has done to our home already I will handle myselfIf when or if they agree to remove their radio any other damages done they will be expected to be responsible for Regards, [redacted] ***

This company neglected to advise me as the customer that they did not receive all of the correct parts and charged my account over $I was not given any notification that I was going to be chargedI was told that I needed to have a certain tool in order to even get to the part that needs to be returnedIt would have been nice to have been notified that I needed to send in parts instead of

March 5, black;"> [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, it is our understanding that ** [redacted] has some concerns regarding an account opened up in her name After further review, the account has been cancelledThere is a current balance on the account in the amount of $We have spoken to ** [redacted] on 3/06/and requested that she fax over a copy of the police reportOnce we receive the report; Hughes will review the billing account for possible waiver of the balance 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, [redacted] Executive Customer Support ###-###-#### [email protected]

May 7, 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 April 6, 2014 and requested to cancel his service on April 24, 2014. Due to the account being cancelled within 30 days, 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 $50.89 and that amount has been refunded to the card on file. A message was left with our decision on May 7, 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, [redacted] Executive Customer Support###-###-####[email protected]

August 26, [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; it is our understanding that [redacted] has some additional concerns regarding his 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.” 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] ’ circumstances, Hughes agrees to make an exception regarding our cancelation policy After further review, Hughes attempted to work with [redacted] to try and meet his expectations with our serviceHowever, in light of his difficulties we have agreed to issue the remaining half of the early termination fee bringing the total refund to $ [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, Ecole f [redacted] SrExecutive Customer Support [redacted] [email protected]

June 9, [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, 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 April 24, and requested to cancel his service on May 18, Relative to [redacted] ***’s concerns regarding Hughes’ service, Hughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBYou can use [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 techniques 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 has be credited the disputed amount of $which is total amount paidAlthough Hughes isn’t obligated to refund the amount because it was for services rendered, we have refunded the amount to the card on fileIf [redacted] contends that damage was done to his roof, a damage claim needs to be made with the dealer that completed the installPlease be informed that the install was signed off on as a successful installWe 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 considerationVery truly yours, Darron *W [redacted] Executive Customer Support###-###-####[email protected]

I honestly do not know how this company is still able to operateFrom day one they have lied about everything they promisedAbsolutely the worst company I have ever had to deal withThe internetnt speeds are garbage and I would be better off just using my cellphone at this point as my 4G is faster than Hughes netI would not recommend this company to anyone as they are just a sham and looking to make money off of people

Was charged multiple fees when told not to keep credit card on fileWhen canceling service we were told we have to go on roof of house to take off the dish

May 7, [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 her HughesNet service Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with *** Our records indicate that ***’s service was activated on January 11, and requested to cancel service on October 14, Due to the account being a Recovery Act account, there is no contractual agreement and the early termination fee of $does not applyRegarding ***’s concern about being charged for service since her cancellation, our records indicate that we’ve received some of her leased equipment, particularly the modem and power supplyThe radio transmitter which is attached to the end of the dish is also required to be returned and is not documented as being returnedOnce we receive the radio, we will credit the account to reflect that it has been returnedIf ** [redacted] needs assistance getting it returned she can call us at the number left on her voicemailWe 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 considerationVery truly yours, [redacted] Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Hughesnet does not have a signed document from me agreeing to any early termination penalty as mentioned in the written responseAlso they have not done anything in good faithPlease see the attached document with additional information in response to HughesnetIf the representative I spoke with does not have the authority to waive the penalty, I would like to speak with someone within the company that has the authority and can resolve a horrible customer experience Regards, [redacted]

May 20, [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 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 has issue a refund of $to the checking account on file If ** [redacted] has any additional questions she 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 faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationVery truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

March 13, 2014 **. [redacted] 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 additional concerns regarding his HughesNet service. In order to clarify **. [redacted] concerns. **. [redacted] would need to contact me directly at the number below for closure. 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 ###-###-#### [email protected]

June 3, 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 representative reviewed all pertinent database records. Our records indicate that [redacted] ***’ service was activated on August 30, 2012. On April 1, 2014, [redacted] ***’ account was cancelled. As a result of cancellation within her contractual agreement, [redacted] ***’ account was charged an early termination fee in the amount of $160.00. Regarding [redacted] ***’ 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 agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted] ***’ 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 $97.00 to her account representing half of remaining balance of $194.16. We have received the equipment and that credit of $318.00 has been placed on the account as well. [redacted] ***’ remaining balance is $97.16. 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]

June 18, [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, it is our understanding that ** [redacted] has some concerns regarding his HughesNet service Per the terms and conditions of ** [redacted] ’s 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.” After review of our case records, ** [redacted] is currently working with William in our executive support departmentWe have performed diagnostics on his service to see if there are any underlying issues and continue to work with ** [redacted] to reach an amicable resolution We have issued a total of $to his account and there is currently a discount of ($10.00) off for months ** [redacted] may contact me with any additional questions 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, [redacted] Executive Customer Support ###-###-#### [email protected]

June 20, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 matterIt is our understanding that [redacted] has some concerns regarding her service Regarding [redacted] ***’s latest concern, we’re sorry that [redacted] feels as though the basis for her complaint wasn’t understoodIt was acknowledge in the original response that there were some interactions between [redacted] and members of Hughes’ customer support that she wasn’t very happy about As we mentioned in our first response, we understand the importance of being given the correct information at all timesWe take those matters very seriously and will certainly look into [redacted] ***’s interactions with our customer support and provide coaching as needed to prevent these kinds of escalations [redacted] ***’s concerns will be addressed internally and corrective measures will be implemented as needed 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 considerationVery truly yours, [redacted] Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Why would you charge me for equipment and installation when I am not happy with the service and that "is" part of getting service with you(HughesNet)Your salesperson said, when I had to come up with the $deposit for equipment in installation, "try it for days, if you are not satisfied you will not be committed to the months agreement." I said, will I get the money I put up front back if I am not happy with the service, he said yes, but it would cost him $in commissionI don't want a credit on the account, I want a total refund for a service that did not work for meThe credit card you currently have on file for me is accurateIf you want to be the way you are, at least put the one months refund/credit back on my card since it came out of my disability check Regards, [redacted] ***

July 30, [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 “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.” 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 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 refund for half of the early termination fee of $to the account credit card on file This is the amount that was advised by our support team that would be refunded Attached is the signature that agrees to the terms and conditions of our service “during the service activation” which includes a (24) month commitment Please see the full terms at http://legal.hughesnet.com/Home.cfm [redacted] may contact me directly with any additional questions We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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]

We signed up for Hughes Net back in November and had nothing but issues from the startCalled complaining that our service didn't workThey would give us the run around with things like credits to our account, send a better signal to see if it would help with the streaming issueSince we didn't call within our day trial (it was days past) we couldn't cancel with out a $feeSo we kept the service for more months, while it didn't work and continued to pay on timeWhen we finally were fed up we called and cancelledBecause we were so frustrated we had to agree to pay the fee which we do not feel we should have been responsibleSo now we're out over $for a service we could never useI would be careful if you sign up with Hughes NetThey are a horrible company to deal withI'm pretty sure they stay in business by over charging people for services never rendered

April 11, size="2"> [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 VOIP phone service and additional credits to the account Relative to ** [redacted] ’s concerns, Hughes worked with ** [redacted] to uncover any underlying issues with her phone serviceIt appears from the case notes; we were able to resolve her phone issues Hughes issued a refund of $on 03/06/to the credit card on file If ** [redacted] s has any additional issues concerning her account; she may contact me at the number below We left a message informing her of our decision on 04/11/ We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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]