Hughes Network Systems

December 14, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted] Dear Mr [redacted] : In response to your letter it is our understanding that Ms [redacted] has some concerns regarding her Hughes service Our Executive Customer Care representative reviewed all pertinent database recordsAfter review, Ms [redacted] ’s account was provided a discount of $for (7) months at that time customers are sent an email informing them of the discounted amount and timeframesAs a result of Ms [redacted] ’s frustration, we attempted to restore her faith by offering an additional discount as a courtesy to lower her billHowever, she declinedWe show the account is cancelledMs [redacted] would need to remove her guardian’s information from the account by contacting our customer support team at ###-###-####Unfortunately, we will be unable to provide any refunds to the accountAgents will advise customers of the discounted timeframesIt is the customer’s responsibility to keep track of the dates We sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationVery truly yours,EF*SrExecutive Customer Support [redacted]

I purchased Hughes in November of 2015, I was offered a Gb a month planI was told by the sales representative and by the installation technician that it was a good deal and a lot of Gb'sThe plan is actually 10Gb any time 50Gb bonus bytesMy complaint is any average use of the internet goes through the 10Gb quicklyThe Gb can only be used at amOnce you have gone through the Gb the speed is throttled downI had a vague idea of what that meant, but I did not know that the internet speed would be reduced from 20Mps to"0.12Mps" that's a reduction of 200%You can buy "tokens" to restore the servicesThe tokens are Mb for $which is 1.5% higher, per Mb, than the monthly feeIn summary I feel that Hughes offers very little data for the amount they chargeAn extra amount of data that can only be used at an unrealistic time, a reduction in speed which makes using the internet useless, and they charge an over excessive amount to restore there servicesSo in my opinion there sales representative, their web site and there technicians make you believe you are getting a great deal when you are notThe 60Gb plan is not a good deal when you actually get to use 10Gb.The Revdex.com should not give this company such a high rating, the services they offer are unrealistic and is an excessive price for an average person like me

August 22, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: Cheryl F [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 her service While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] ***’s frustration and concern In light of [redacted] ***’s issues Hughes will apply a discount of $off for (24) months to her accountWe can only apply the discount (12) months at a time Therefore, [redacted] would need to notify me once the discount has expired May 12, or use case # [redacted] to contact our billing department We notified [redacted] of our decision on 08/22/ 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 consideration Very truly yours, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

** [redacted] Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] Case# [redacted] Dear ** [redacted] : In response to your letter to the executive customer 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 $ 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 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 26, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington 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 service.Our executive customer care representative reviewed all pertinent database recordsPlease be advised when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period Consequently, we believe that we have a contractual right to assess these feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policyWhile Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] ’s frustration and concernAfter further review, Hughes has issued a refund for the early termination fee in the amount of $to the credit card on fileA box will arrive within 7-business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within days to avoid being charged Un returned Equipment Fee of up to $Customers’ are responsible to ship back their own equipmentIf [redacted] needs any additional assistance with returning the equipment there is a $DE installation feeHe may contact our billing support at ###-###-#### for further assistance [redacted] may contact me directly with any additional questionsWe 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 considerationVery truly yours, Ecole F*SrExecutive Customer Support###-###-####[email protected]

August 15, "Tahoma","sans-serif";"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File # [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns about her account and is seeking a box to return the equipment Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with [redacted] After further review, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes After further review, we have record that the box was received for the return of [redacted] ’s equipment on 07/30/Once the returned equipment is received; a credit of $will be applied to the account While [redacted] ’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts We attempted to leave [redacted] a message informing her of our decision on 08/15/ [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] Executive Customer Support [redacted] [email protected]

December 1, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Complaint ID [redacted] Dear Mr [redacted] : In response to your letter to the Executive Customer Support division of Hughes, It is our understanding that Mr [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the account is registered to [redacted] and was activated on May 3, If Mr [redacted] ’s service is canceled at this point there will be an early termination fee in the amount of $as a result of cancellation during the contractual period At the time Ms [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [redacted] with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GB Regarding Mr [redacted] ’s request to cancel without penalty, please be advised that when Ms [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Mr [redacted] experienced with our service, we will issue a credit in the amount of $representing half of the early termination fee if he still wishes to cancelMs [redacted] will need to contact customer support to complete the cancellation process and have half of the early termination fee waived by December 16, We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted] Executive Customer Support ###-###-#### [redacted]

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 his HughesNet service [redacted] is seeking a refund after cancellation request After further review, based on the timeframe [redacted] cancelled his service; Hughes will issue a check of $to the address on fileThe check should arrive in (4) to (6) weeks The equipment needs to be returned within days of the cancellation date to avoid being charged an unreturned equipment fee [redacted] may contact me at the number below 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, [redacted] Executive Customer Support ###-###-#### [email protected]

I was misleadThey allowed me to use my allowed MB at anytime the first month and then changed speed and time of speed after that

July 24, ** [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] Case # [redacted] Dear ** [redacted] : In response to your letter, to the Executive Customer Support division of Hughes, it is our understanding that ** [redacted] has some additional concerns regarding her HughesNet service After further review, unfortunately, Hughes offer stands and will only be able to waive half of the early termination fee the balance is $which represents half of the early termination fee ** [redacted] would have signed the previous attachments at the time the technician installed the service ** [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 faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration Very truly yours, [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: I have sent pictures to Ecole F [redacted] at supplied email address with him in subject $is not a fair settlement , their representative said when I cancelled service Wednesday, I will no matter what pay $cancellation fee plus shipping and this months bill, per Hughes representative Elan W [redacted] Their installation was shoddy and damaged my siding and insulationMy new provider could not believe how unprofessional Hughes cables were doneThey put all cabling under my siding trim and put no holes in my home installing their equipmentIt does not take screws to anchor cable, especially when it could have been tucked in and put through an existing opening Since installer cut previous suppliers cable.Have had no buffering issues with them and can download crucial [redacted] updates and security patchesI am still waiting on the boxes to send back equipmentWhich by the way I was told I will have to pay the shipping fees onAnd as far as my electronic signature, yes I signed ,I wasn't shown any screen but, that oneI was told it was to verify service was installed and workingNothing about contract agreement said or shown, only about installation Good faith to me means, give customer what they're paying forDon't blame customer and their new computer and router for your technical problemsWhen they provide you pictures of shoddy damaging install make it rightI'll pay a final months bill but, I will not pay a cancellation fee because of shoddy serviceI work with the public daily and go above and beyond what is requiredWhy ? Because at the end of the day you are remembered by how you treat peopleWord of mouth can and does make or break a business or personIf I give bad service people won't tip me, if I continue to provide bad service they will avoid coming into my employers businessWhat I'm saying is good service, is customer retention and by word of mouth more customersCommon sense but, I will not be a repeat customer and if asked will give people my honest opinionWhich would be to stay away they lack customer skills, their service sucks, they're untrustworthy, all they want is your moneyI had my previous internet supplier for seven years, cancelled when they didn't fix their equipment problems that were ongoing for six monthsI made my first complaint two days after installing Hughes and several afterI'm done with you're company and it's horrible service that's why I've canceled Regards, [redacted] ***

I am a year old woman who lives on less than $per month, and have had the poor judgement of signing a year contract with HughesNetI have a computer that I cannot use at all during the day, and have limited use between the hours of 2AM and 6AMEven those hours hours require waiting...and waiting ...for maybe minutes for a website to load The only reason I have signed with this company is because it's the only option Direct TV had availableI do not understand how it's accepted for HN to sell subsctiptions without offering service Is there any way I can opt out of the contract?+

After several months of unsatisfactory internet service I began the process of cancelling my accountCustomer service was terrible, with representatives always telling me I needed to call back another timeAfter paying my fees and sending back equipment, I continue to get directly billed with no notice for service I cancelled months agoEvery month I have new charges on my credit card statement from HughesNet despite cancelling all services and attempting to cut all ties with the companyEach time it happens, I have to begin another long battle with absurd hold-times to get refundedAll I want is to be done with this company forever, but I am on the phone with them several times per week groveling for money they keep taking directly from my accountThis should be criminal

June 3, [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 representative reviewed all pertinent database records Our records indicate that the account is registered to [redacted] ’s and was activated on September 27, On May 2, 201, ** [redacted] ’s account was cancelled As a result of cancellation within his contractual agreement, ** [redacted] ’s account was charged an early termination fee in the amount of $ At the time ** [redacted] ordered his service, he had to agree to the ter [redacted] and conditions of our subscriber agreement to begin her service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds “HNS EXPRESSLY DISCLAI [redacted] ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” Regarding ** [redacted] ’s request to cancel without penalty, please be advised that when ** [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ** [redacted] ’s circu**tances, Hughes agrees to make an exception regarding our cancelation policyIn light of the difficulties ** [redacted] experienced with our service, we have issued a credit of $to his account representing half of 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 considerationVery truly yours, [redacted] Executive Customer Support###-###-####[email protected]

April 12, size="2"> ** [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] Case # [redacted] Dear ** [redacted] : In response to your letter, to the Executive Customer Support division of Hughes, it is our understanding that ** [redacted] has some concerns her HughesNet service Regarding request to cancel without penalty, please be advised that when ** [redacted] subscribed to the HughesNet Service, expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ** [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy After further review, Hughes will waive half of the early termination fee ** [redacted] would need to contact me with her preferred cancellation dateIn addition, the equipment needs to be shipped back within days of the cancellation date to avoid being charged an unreturned equipment feeA box and pre-paid label will be sent to the address on file for the successful 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 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]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me While the resolution is satisfactory for me, it is not right for the public to be subject to such rediculous companies as Hughes NetJust reading the response should be enough to show that the wording and subsequent phone calls one has to make to get the product they advertise (high speed internet) is not a reality If people knew up front that all these charges, sporadic service, limited data usage, and everything being subject to how much others are using it, they would not even consider being their customerVery sad that I had to go to the Revdex.com to get them to do what any good company would do If there product is not as advertised/promised, they shouldn't penalize the customer financially (even more) for going elsewhereStrongly suggest that the Revdex.com cancel any affiliation with this company as when they use Revdex.com in their advertising, one thinks they are a company that on can trust Not so with Hughes Hopefully this time they will live up to what they promised and refund the charges Regards, [redacted] ***

July 18, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear *** [redacted] : In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter It is our understanding that [redacted] has some concerns regarding his information being used Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an accountHughes is wholly committed to clarifying the nature of [redacted] ’s concerns and expectations relative to his accountIf [redacted] has an account number or phone number that can be used to access the account per his letter, we will be able to contact him and attempt to resolve his complaintIf there was no account established and [redacted] is able to provide the name and or telephone number used on the sales call we can investigate his concernsWe 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]

May 29, ** [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear ** [redacted] : In response to your second 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 his service Regarding ***’s latest concern, we would like to reiterate that the issue ** [redacted] is having isn’t a Hughes related issueOur records indicate that we have again tried unsuccessfully to reach ** [redacted] on May 22, It is suggested in order for ** [redacted] to have an agent from advanced support attempt to resolve his issue is for him to call when he’s available to troubleshoot 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]

September 7, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Complaint ID [redacted] Dear Mr [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms [redacted] has some concerns regarding her HughesNet serviceOur Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that Ms [redacted] ’s service was activated on May 11, On June 20, Ms [redacted] ’s service was canceledAs a result of cancellation within her contractual agreement, Ms [redacted] ’s account was charged an early termination fee in the amount of $for the internet service and $for the phone service At the time Ms [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds“HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [redacted] with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBMs [redacted] ’s current monthly service includes 10GB of anytime bytes and 50GB of bonus bytes Regarding Ms [redacted] ’s request to cancel without penalty, please be advised that when Ms [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Ms [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policyIn light of the difficulties Ms [redacted] experienced with our service, we have waived the early termination fees for both the internet and phone servicePlease be advised that all credits issued were used to waive the early termination fee which typically is not waived in its entiretyThere will be no refund for prorated service as the service wasn’t cancelled during the first days 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 faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration Very truly yours, Darron W [redacted]

September 4, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear Mr [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that MrLeland has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the service was activated on May 28, On July 19, 2015, Mr [redacted] s account was cancelledAs a result of cancellation within his contractual agreement, Mr [redacted] s account was charged an early termination fee in the amount of $Regarding Mr [redacted] s concern with Hughes’ data allowance, 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)The 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 monthPlease be advised that there were never any issues found to be the result of a problem with Hughes’ serviceIt was documented that MrLeland had exceeded his data allowance and he was advised as such as of July 17, Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on fileAfter the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $per month“Credit card payment is not required for residents of states where payment by credit cards may not be made mandatoryIn the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $per month.” Regarding Mr [redacted] s request to cancel without penalty, please be advised that when MrLeland subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr [redacted] s circumstances, Hughes agrees to make an exception regarding our cancelation policyIn light of the difficulties Mr [redacted] experienced with our service, we have issued a credit of $to his account representing half of the early termination fee We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to the 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]