Hughes Network Systems

July 2,
text-align: justify;">
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** *** ***
File # ***
Dear *** ***:
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** has some concerns regarding her HughesNet service.
Our Executive Customer Care representative reviewed all pertinent database records.
“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 ***’s request to cancel without penalty, please be advised that when *** 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 ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy
After further review, we did troubleshooting with ***’s service and determined the issues she encountered was related to the router she was using
In light of the difficulties *** encountered with our service, Hughes provided a credit of $waiving the early termination fee and a one month service fee of $at the time of cancellation
There is a remaining balance of $that consist of unpaid service fees which needs to be paid to bring the closing balance to $
A box will be shipped to the address on fileThe equipment would need to be shipped back within days of the cancellation date to avoid being charged an unreturned equipment fee
*** wound need to contact me at the number with any additional questions.
We sincerely regret any inconvenience that *** 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,
*** ***
###-###-####
Executive Customer Support
[email protected]

February 18,
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest 10th Floor
Washington, DC 20005-
Re: *** ***
Complaint
ID ***
Dear *** ***:
In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact *** to resolve the outstanding matter. It is our understanding that *** has some concerns regarding her HughesNet service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s account was activated on July 5, and requested to cancel his service on July 8,
Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not applyAt this point the final balance on the account in the amount of $represents the radio transmitter from the dish that hasn’t been received according to our recordsIt is indicated that *** was informed on February 3, that he would receive an additional return kit so that he could return the radioOnce the radio has been returned the account will be credited in the amount of $and the collection activity will stop
We sincerely regret any inconvenience that *** 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]

[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: ***
I am rejecting this response because: I have not received the credit to my checking account
Regards,
*** ***

[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: ***
I am rejecting this response because:
Dear *** ***
I write in response to MsF*'s response to my Revdex.com complaint. In short, her email perfectly demonstrates the utter lack of internal communication and consistency that has resulted in my inability to cancel my HughesNet account despite numerous attempts beginning in June 2013. It is not -- and should not be -- the customer's responsibility to document customer service interactions with HughesNet in order to hold them accountable for their poor customer service
When I first attempted to cancel my HughesNet services in June 2013, I understood and paid for the early termination fee pursuant to the contract. This should have ended my interactions with HughesNet. However, after HughesNet failed to cancel the services despite my request, I spoke with a different HughesNet representative who issued a credit for the early termination fee on September 27, 2013.
I also cannot understand how "active and future fees" were incurred on my account after I requested cancellation and received confirmation of said cancellation. To be clear, the HughesNet internet service did not work prior to my cancellation request in June 2013, and obviously my father was not able to use the service after our initial cancellation request. I am confident HughesNet has the ability to verify our lack of usage of any HughesNet servicesIn sum, it is my understanding that HughesNet failed to effect my request for cancellation in an effort to collect alleged "active and future fees" during the interim and subsequently collect on these feesI assert that the alleged remaining balance of $was wrongfully incurred
I am hopeful that we can resolve this issue through the final cancellation of the account and the waiver of the purported additional fees. If we are unable to resolve this through the Revdex.com process, I intend to file a complaint with the FTC. HughesNet's conduct with respect to myself and my father is an unfair and potentially deceptive business practice that violates Section of the FTC Act
Sincerely,
*** ***
Regards,
*** ***

June 6, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear ***
***: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact *** to resolve the outstanding matterIt is our understanding that *** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s service was activated on December 7, On May 11, 2014, *** accepted a retention offer of $off for six months with our customer support. Regarding ***’s request to cancel without penalty, please be advised that when *** 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 ***’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy if *** still wishes to cancel her service If *** decides to cancel her service during her month commitment period we will issue a credit to the account that can be applied toward the early termination feeThe amount of the credit depends on when the service is terminated We sincerely regret any inconvenience that *** 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]

I can buy the whole system, brand new in box elsewhere, for 1/the cost, but the rude sales Representative said that I have to buy there'sWhy is that??? The division I called: 888-925-

April 25, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404 Re: *** *** Complaint ID *** Dear ***
***: In response to your letter to the Executive Customer Support division of Hughes, we have not contacted *** per request to resolve the outstanding matter. It is our understanding that *** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s account was activated on December 5, and initially requested to cancel his service on December 28, A day trial period extension was granted and the last day to cancel without penalty would’ve been February 4, *** called to cancel his service on January 8, and the system charged an early termination fee in the amount of $400.00. Due to the account being cancelled within the trial period, there was no contractual agreement and the early termination fee of $shouldn’t have applied***’s account has be credited the disputed amount of $for the early termination feeIn addition, ***’s account was credited for the unreturned equipment fee $At this point the account is canceled and we have received all leased equipment*** card that was on file has been refunded in the amount of $ We sincerely regret any inconvenience that *** 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]

June 04,
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File # ***
Dear *** ***:
In response to your letter to the Executive Customer Care division of Hughes, we have attempted to contact *** again on 06/04/to resolve the outstanding matterIt is our understanding that *** has some additional concerns regarding his HughesNet service
Hughes has again checked the case number provided in the letter and the case number on 04/16/(***) indicates the amount that would be charged was $It also states *** agreed to the offer
The remaining amount due was $Hughes adjusted $of that amount and the returned check due to *** disputing his 02/01/payment of $that bounced back to the account
In order to bring clarity to *** concerns he would need to contact me directly
We sincerely regret any inconvenience that *** 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,
*** ***
Executive Customer Support
###-###-####
[email protected]

July 23,
"Tahoma","sans-serif";">
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File # ***
Dear *** ***:
In response to your letter to the executive customer support division of Hughes, it is our understanding that *** *** has some concerns regarding his service
Regarding *** ***’s request to cancel without penalty, please be advised that when *** *** subscribed to the HughesNet Service, he expressly agreed that he would be subject 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 fees. However, in recognition of *** ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands *** ***’s frustration and concern. In light of the issues *** *** experience; Hughes has waived the early termination fee, bringing the amount due to $In addition, we have issued a refund of $to the credit card on file that represents half of the equipment fee
*** *** would need to contact me at the number below with any additional questions
We sincerely regret any inconvenience that *** *** 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*
Executive Customer Support
###-###-####
[email protected]

June 2,
"Tahoma","sans-serif";">
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** * ***
File # ***
Dear *** ***:
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that *** has some concerns regarding the return of her equipment.
Our Executive Customer Support reviewed all pertinent database records prior to establishing contact with ***
Due to leasing the equipment it is required that the customer return the equipment to avoid being charged an unreturned equipment fee
After further review, Hughes will issue a refund of the unreturned equipment fee of $to the credit card on fileWe have manually received the equipment and the refund should post to the credit card in (5) to (7) business days
*** may contact me at the number below with any additional questions
We sincerely regret any inconvenience that *** 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,
*** ***
Executive Customer Support
###-###-####
[email protected]

September 4,
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005- Re: *** ***
File# ***
Dear *** ***:
In response to your letter, to the executive customer support division of Hughes, it is our understanding that *** *** has some additional concerns regarding her service
Please be advised when *** *** subscribed to the HughesNet Service, she expressly agreed that she would be subject to a hardware fee in the event she cancelled the service prior to expiration of the service commitment periodConsequently, 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
Hughes has not detected any issues with *** ***’s service; however we have issued a credit for half the early termination fee of $150.00, bringing the amount due to $The equipment needs to be shipped back within (45) days of the cancellation date to avoid being charged an unreturned equipment fee
The pictures appear to be a standard install which may require technicians to attach cablingWe have also attached *** *** signature which agrees to the terms and conditions of our service and the conditions of the install
To bring closure to *** ***’s installation issues; she would need to submit picture to the email address below with my name in the subject field We recommend *** *** contact me directly for closure to her complaint We sincerely regret any inconvenience that *** *** 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*
Executive Customer Support
###-###-####
[email protected]

August 29,
text-align: justify;">
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File# ***
Dear *** ***:
In response to your letter to the executive customer care division of Hughes, it is our understanding that *** *** has some concerns regarding her HughesNet service.
Please be advised when *** *** subscribed to the HughesNet Service, she expressly agreed that she would be subject to a hardware 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 credit to the account of $81.80, bringing the amount due to $
While *** *** account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.
*** *** may contact me at the number below with any additional questions
We sincerely regret any inconvenience that *** *** 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*
SrExecutive Customer Service
###-###-####
[email protected]

March 5,
black;">
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File# ***
Dear *** ***
It is our understanding that *** has some concerns regarding his serviceOur executive customer support representative reviewed all pertinent database recordsIt is our understanding that *** has some issues with his service after applying tokens his speeds do not refresh back to speeds.
Relative to ***’s concerns in regards to our *** Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a *** Access Policy (FAP)Hughes is unable to revise the *** Access Policy due to shared bandwidth
After further review, we recently did troubleshooting with *** on 02/13/and all parameters were fully functioningWe also suggested an upgrade of his service to try and meet his expectations
Unfortunately, we would be unable to revert back to the old policy of adding tokens to the account.
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands ***’s frustration and concern. As a result, Hughes has applied (10) free tokens to his account for future use
*** would need to contact me directly at the number below for further troubleshooting
We sincerely regret any inconvenience that *** 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,
*** ***
Executive Customer Support
###-###-####
[email protected]

When I signed up for service the sales person over the phone told me I could use the bonus bandwidth anytime which was a complete lie so she implied that I could use the bonus gb anytime while they had the bonus offer going on to sell me the productReally I could only use gb anytime and the bonus bandwidth had to be used between am and amThe service was terribleI could not even watch youtube videosIt would load about seconds of any video and then it would have to bufferI canceled and paid there stupid cancellation fee of $or did without even having a choice because they proceeded to autodraft beyond monthly service fees and autodraft the cancellation fees as well and then a few months down the road I got another autodraft because I didn't send all of the equipment back because their return kit did not have good directions in it eitherThey could have easily called me in that time to ask for it or they could have at least mailed me a notice for why they were charging meI feel terrible for having to complain to customer service because its probably not the individuals fault, but their company is awfulI did not have any options other than satellite internet at my house so I picked the biggest company out, because they have the largest clientele and I assumed that a company of its size would offer a quality product/subscriptionI would never use Hughesnet again or suggest anybody else ever use them

In April of 2014, I contacted Direct TV about a bundled offer for TV and internet with Hughes Net as the carrier that Direct TV was bundling with at the timeIt was for a day trial periodI was notified of an appointment day and time and a rep with Hughes Net came out and installed the Hughes Net equipment
At the onset, he went through about four modems before he found one that worked and finally got the service operatingHe told me to call him if I needed anything and gave me his cardAfter about two weeks, I called him and told him I did not want to subscribe to the Hughes service and asked him to come pick up the stuff he had installed, which he didI thought that was the end of it since it was well within the day trial period that he picked up the equipment.I asked him if there was anything I needed to do and he said noSoof course, I thought there was nothing that needed to be done...he had the equipment, and I had notified him within days that I did not want the serviceSome time later, I noticed on my bank statement that I was being charged for internet service through Hughes Net...kind of a surprise since I did not have the equipment to do soI then tried at least two different times to call the service number I got on line to ask why I was being charged for the serviceAccording to them, I was under contract for their service...NOTI tried to explain to the service rep that I was with them for a trial period for about two weeks but called the installer to have him come pick up the equipment he had installed because I did not want the serviceAfter going through several people and thru calls that were disconnected when I asked to speak with a supervisor, I was told that I owed a months bill for service and that if I discontinued service, I would be charged over two hundred dollars early termination feelKeep in mind that I was not under contract with them nor had I ever beenI finally called the corporate office in Maryland and spoke with someone who told me that because I did not call them...Hughes Netto discontinue the day trial, I had been locked into a contract and was being charged monthly for the serviceAgain keep in mind that the installer has had the equipment over a year now, and I was never using the serviceMonthly charges had been charged to my bank from May of thru today, the of July which amounts to about a ball park figure of $now? The best the representative I spoke with in Maryland was going to be waive the early cancellation fee, waive the equipment charge which I was supposed to pay for not returning the equipment which again I have not had for over a year now, and charges for JuneMind you, I never had a contract with them, returned the equipment to the installer, and none of the costs I have mentioned ever appliedThe only reason I was given was that I did not call to cancel the serviceSo tell me, did Hughes Net not get free money for over a year now, and I got the shaft? How is that good business?
I am in the process of obtaining legal counsel to recoup the money they took from meWhether it will do any good or not, I do not knowIt would have been so much easier if Hughes had refunded my money and cleared their records of something I never hadI will not ever recommend nor subscribe to Hughes Net againHow can they do this to people and get away with it?

[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: ***
I am rejecting this response because: The only other problem I have is that they said they are refunding my money and that I have un returned equipment According to USPS tracking, they received the equipment on February 17th at my expense and I finally got my refund weeks after they received Other than their incorrect statement, I am done My money is refunded and I am happy not to have an account with them anymore I don't need to hear from them anymore, I just want it known for the record, that they do have their equipment back and have had it for weeks
Regards,
*** ***

I called to ask about rates for internet in my locationThe person I spoke with named Lisa, was very good at her sales pitchShe led me to believe I needed to have my credit checked to find out what my rates would beIt wasn't necessary after the factShe told me I'd been "approved for free installation and start up and I could possibly get a free modem." On the webpage it says 'free installation' but it doesn't say you have to have your credit checkedShe talked me into it and then afterwards told me it was a big hit on my credit! She could've just told me the different tiers of services and not have done thatShe totally deceived meSo now I have a hit on my credit because of thisI feel like this is a disrespectful practice for this businessShe was very slick and I fed right into the schemeSo now my credit score suffersThis just isn't right!! I'm angryShe told me her mom or grandma is disabled and had never worked a day in her life and still has a great credit scoreShe made me believe that unless I checked my credit she couldn't tell me what my rates would be where I live, which is false

May 23, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your second rebuttal letter, to the executive customer support division of Hughes, we have previously attempted to contact *** to resolve the outstanding matterIt is our understanding that *** has some concerns regarding her service Regarding ***’s concern of having to pay for a service call while renting the equipment; it is detailed in the subscriber agreement that the benefit of renting the modem is the modem is covered under warranty for the entire contractual period as far as it being replaced if there is a failureHughes will mail a replacement at no cost should the modem need to be replaced as many times as neededIf a technician is actually needed in site is what incurs a costFor the first six months after install there is no cost to send the technician out to repair or replace outdoor equipment.At this point, as a courtesy we have issued a one month service credit in the amount of $59.99.We sincerely regret any inconvenience that *** 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]

August 1,
"Tahoma","sans-serif";">
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** *** ***
File# ***
Dear *** ***:
In response to your letter, to the executive customer support division of Hughes, it is our understanding that *** *** has some concerns regarding her service
“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands *** ***’s frustration and concernHughes has created a complimentary dispatch for a technician to arrive on site to uncover any underlying issues with her serviceA technician will contact *** *** for a convenient time to come to her site and repair her service
If *** *** is still experiencing issues with her service she will need to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating
We left a message informing *** *** of our decision on 08/01/and we are awaiting a return call
We sincerely regret any inconvenience that *** *** 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*
Executive Customer Support
###-###-####
[email protected]

September 15, 2015 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID
*** Dear Mr*** In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms*** 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 *** *** and was activated on August 25, and requested to cancel her service on August 27, The last charge on Ms***’ account was on August 25, 2015, which was two days prior to her requesting to be switched to invoice Please be advised that Hughes’ subscriber agreement also contains specific language that states Hughes isn’t responsible for overdraft fees; “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card billYou agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” We sincerely regret any inconvenience that Ms*** 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***
*** *** ***
***
***