Hughes Network Systems

May 7, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted] Dear [redacted]...

[redacted] In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted].  Our records indicate that **. [redacted]’s service was activated on January 11, 2011 and requested to cancel service on October 14, 2013. Due to the account being a Recovery Act account, there is no contractual agreement and the early termination fee of $400 does not apply. Regarding **. [redacted]’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 supply. The radio transmitter which is attached to the end of the dish is also required to be returned and is not documented as being returned. Once we receive the radio, we will credit the account to reflect that it has been returned. If **. [redacted] needs assistance getting it returned she can call us at the number left on her voicemail. 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]

[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: However they really did not address the real reason for the call and it was the outside equipment they tech installed.  It has worked fine since and had no problems.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

O MY GOODNESS, Hughesnet is absolutely the worst decision I have ever done in my life… not only is the service so bad it’s close to dial up, I was told when we signed up that there was no cancellation fee if I tried it for a month. The rep/agent who signed me up told me that I could try it, and I made it a point to ask her, that if it didn’t work for me I wouldn’t be charged the cancelation fee RIGHT!!! She said yes, this was not the case and I was hit for $200.00 after only 30 days of service…
Absolut joke…
In 30 days I called every week because week one, the service was slow, they told me that was as good as it was going to get, WOW, I should have canceled it right there and then, Week 2 a storm hit the area, after the service was out for a week a service person came out and got it back up in running, after that I found out was out of data, $80.00 a month for 55GB and it was on for maybe two weeks, WOW again, this I was told was all my fault and I would need to restrict my usage… I got the system to watch movies on amazon, and so my kids could use there YouTube, Facebook etc., this is why I got the service and it wasn’t a secret when I talked to the sales rep, she was just out to get my credit card number…
I will be fighting them on the cancelation fee, this is the worst experience I have ever had with an internet provider, they know that when you are living rural they have you by the [redacted], they just don’t care, please, please, please don’t ever give this company your money,
There website says #1 choice for internet service, I disagree, worst ever and if you don’t believe me, here is another 1,791 other people that was ripped off,
Please see this link, https://www.consumeraffairs.com/internet/hughes.html

[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 did not order "express repair" I was slammed with it from the rep as we discussed a connection issue that I fixed as we spoke. ** rep, Hughesnet status meter was confirmed to contain malware, virus by ** case#[redacted] performed service.Regards,[redacted]

May 12, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted]
Dear [redacted]: In response to your letter to the executive customer support division of Hughes, It is our understanding that **. [redacted] has some additional concerns regarding her HughesNet service.
After further review, the account has been cancelled dated back to the original request as of 2/24/2014 and the early termination fee has been waived. There is a remaining balance of $304.39 which is the unreturned equipment fee. In addition, we have resent the box to the new address which should arrive in 5 to 7 business days.
We spoke to **. [redacted] on 5/12/2014 and she has confirmed arrival of the box. In addition, based on the issues with returning the outdoor unit (radio); Hughes has instructed **. [redacted] to just return the modem and power supply cord. Once we receive the remaining items the balance of $304.39 will be waived, bringing the amount due to $0.00.
We notified **. [redacted] of our decision on 05/12/2014 and she may contact me 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,
[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 Net.
Just 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 customer.
Very 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 elsewhere.
Strongly 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]

[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 not satisfactory to me, however, I feel this is the only resolution I will be offered, so I may have to accept it.
There was not a return shipping label provided when the new equipment was sent to my home address. So now, Hughesnet is expecting me to pay for shipping on that, thus costing me more money. The fact that my equipment was not sent when I was told it would be, may be the reason for no return shipping label being provided. After waiting for 2 weeks for replacement equipment to be provided per the request of the Tech Support Agent, I called again to question where the replacement equipment was. At that time, I was told the equipment never got sent, and that person said I would be getting my equipment the following day via overnight shipping. When the equipment arrived, the first thing I noticed was there was no return shipping label, and immediately called into Customer Support to ask that one be sent. I was told I would receive one in the mail, and it never showed up.
When I made the initial phone call to obtain service, I was never given the terms of "early cancellation fees". Also, I was never given the terms of "Data Peak Hours". I was informed that I would have 10gb of data per month, but was never explained that less than half of that data was allowed at certain hours of the day, mostly during the times we are not home, as are most people with full time jobs. The performance of our internet service has never been at the level of 5mb download, as I was told it would be. Our service was, and is, commonly performing at about half that rate or less.
That fact that Hughesnet does not offer any kind of "Customer Satisfaction Guarantee" is very upsetting to me as a consumer. I personally work in Retail Sales, and we offer our customers, multiple options for Satisfaction Guarantee. Hughesnet preys on people, especially people in small towns with little to no options for internet. The make statements that they will provide the best satellite internet speed and reliability to any customer, yet that doesn't happen.
If Hughesnet is willing to waive the entire early termination fee, I will gladly ship the equipment back to them out of my own pocket. Otherwise, I would request that Hughesnet provide me with return shipping labels for any equipment they would like returned.
Regards,
[redacted]

[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 want reimburse for the disk and was lied to by the salesman and reimburse for taking money out of my account. should ve be 40,00 monthly not 109,00 monthly I couldn't use their service for 10 gib rest of the month no service they made money off of me I am not happy with them I felt I got robbed and stuck with a disk that isn't no good tell them to mail me a check for the equipment and the extra money they took of me each month and I call them several times went to their site to get rid of extra service and charges and they did it anyway. my neighbors will be getting rid of them to they are having the same trouble. I don't owed them they owed me. thank you I don't want nothing credit to their account because I will not be their customer again.Regards,[redacted]

February 19, 2014
 
**. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
/>
Complaint ID [redacted]
 
 
Dear **. [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was activated on November 10, 2012. On July 10, 2013, **. [redacted]’s account was upgraded to Gen 4 service.  According to Hughes’ ter** and conditions upgrades to Gen 4 are automatically placed under 24 month commitment, however **. [redacted] was granted a 30 day trial period with her upgrade. **. [redacted]’s service was cancelled on July 15, 2013.
 
Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $105.50. Due to the fact that **. [redacted] has disputed that amount of $105.50 and rewarded it from her financial institution, there is nothing to refund and she does not have an outstanding 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 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, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File# [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer 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 computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual 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 service. However, in light of his difficulties we have agreed to issue the remaining half of the early termination fee bringing the total refund to $366.70. 
 
[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]
Sr. Executive Customer Support
[redacted]
[email protected]

September 2, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]Dear [redacted]...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on September 27, 2013. On June 4, 2014, [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $298.71. Please be advised that all customers have 30 days to cancel service for any reason without penalty.  Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. Currently, [redacted]’s account has been charged $318.75 for unreturned equipment in addition to the early termination fee. Also at the time [redacted] canceled his service he had an outstanding amount of $132.70 for two months of service.  In light of the difficulties [redacted] experienced with our service, we have issued a credit of $149.35 to his account representing half of the early termination fee.  We are able to schedule a complimentary dispatch to have a tech retrieve the radio from the dish but [redacted] will need to be on site when the tech arrives and [redacted] will be responsible for sending the equipment back which consists of the modem, power supply, and radio transmitter from the dish. He should already have a return kit that was sent to him so that he can send the equipment without incurring shipping charges. Once we receive the equipment we will credit the account in the amount of $318.75. The unpaid charges for April and May of 2014 and half of the early termination fee are valid charges. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

November
24, 2014  
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. After further review, our offer still stands...

and we would need to send a
technician to [redacted]’s site to uncover any underlying issues with his
service. We
have created a complimentary dispatch and a technician will contact [redacted] directly
to repair his service.If
[redacted] still wishes to cancel his service, he would need to contact me
directly for CANCELLATION. Hughes will waive half of the early termination fee.
Due to leasing the equipment it would need to be shipped back within 45 days of
the cancellation date to avoid being charged an unreturned equipment fee. A box
and prepaid label would be shipped to the address on file for the successful
return of the equipment.[redacted] would need to contact me at the number below to bring closure to his
concerns. We sincerely regret any inconvenience that [redacted] may have experienced and
are hopeful that our actions will serve as a demonstration of our good faith.
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 FExecutive Customer Support

I used Hughes Net because I was looking for a internet service I could turn off and on for my 2nd home. In the beginning, they were very positive, and told me it was not a problem to do so. First few months, I had no charges when I turned the equipment off. Then, after 6 months or so, I began being charged $10 month for equipment fees, even though I wasn't using the service. No explanation was given why I wasn't told of this fee when I signed up for the service, nor why I didn't have to pay that in the beginning. Then, after some time, when I asked to pause my service, like I have done always in the past, I am told they can't do that anymore and I would have to pay for the monthly service, even though no one is at the residence and no one would be using the service for several months. So, I said that I wasn't going to pay for something I didn't use, and told them to close my account. Although I will pay an early termination fee, it is still cheaper than paying for a service that I am not using. Oh, did I mention the service is horrible? It always timed out, or just didn't work at all. I made several phone calls to address this situation and was told that there was nothing else they could do. So, not only did they make me pay for a service that wasn't being used, it was also a horrible service when I tried to use it!

September 4, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on October 8, 2011 and upgraded to the gen 4 service on July 18, 2014. Relative to [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 5GB to 20GB per month. [redacted] is currently subscribed to the Power plan which has a data allowance of 10 GB of anytime bytes and 10 GB of bonus bytes.  [redacted] can contact customer service at ###-###-#### to inquire as to whether there are any promotions available to upgrade to the next service plan which would give her 5 extra GB of anytime bytes and 5 GB of bonus bytes.  We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  Darron W[redacted]Executive Customer Support###-###-####[email protected]

[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:From: [redacted] <[redacted]>Date: Tue, Feb 11, 2014 at 8:28 AMSubject: response to letter of 2/10/2014To: [email protected]
To whom it may concern,
 
The letter written by Hughesnet states that they now consider their part in this case closed and indeed, it is not.
 
The letter states that required parts were not returned, thus, there is a charge of $212.00 due.  It is stated that (now) I should have returned the “radio transmitter” which is located on the “arm of the dish”.  This is the first I have heard of this part or it having to be returned.  I do not know what part on the dish this is; there was no mention of this part having to be returned previously; the dish is located on the side of my house and a ladder would be required to remove whatever this part is, as would the tools necessary to remove whatever this part is.  When the box was sent to me with instructions to return the modem, there was no mention of a radio transmitter having to be returned or a diagram of where this radio transmitter might be or how to remove this part.  If HughesNet wishes to send a technician who is educated in removal of radio transmitters to my address to remove said radio transmitter, they are welcome to do so, with appropriate notice given to me as to the date and time I should expect this HughesNet employee to arrive.
 
This ongoing saga of the $212.00 owed to Hughesnet is just one of many, many complaints against HughesNet.  They are constantly stating that the initial name on service with them cannot be changes due to it being leased equipment, however, in the many times I contacted them to have them recognize that I was the individual to whom all correspondence should be directed and I was the individual paying for the service; I was told that the account was changed to my name.  In addition to this, if the initial name on the account cannot be changed but additional name(s) can be added to the account;why was my name never added, as I contacted HughesNet REPEATEDLY about this issue.
 
Again, as stated in my initial complaint to the Revdex.com; when HughesNet recognizes and states that there are no monies due and a letter to this effect is sent to myself and [redacted]; I will consider this matter closed.  I am sure that many customers of HughesNet get very tired of having to fight for their rights and spend time writing responses to their complaints and they just decide they will pay HughesNet to end the conflict; I am not one of those people.
 
Thank you for your time,
[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 service.Our
executive customer care representative reviewed all pertinent
database records. “To ensure fair Internet access...

for all
HughesNet subscribers, Hughes maintains a special Fair Access Policy
for these subscribers. This policy establishes an equitable balance
in Internet access for all HughesNet subscribers. Hughes assigns a
Data Allowance to each (Gen4) service plan that limits the amount of
data that may be downloaded or uploaded within a one-month period.
Subscribers who exceed this limit will experience a temporary
reduction of speed.”“Some
users consume much more bandwidth than the average user, and they
will experience reduced download speeds as a result of exceeding
their Download Allowance. You may be surprised to find that the top
one percent (1%) of users download 9 times more the average user. By
providing a Data Allowance, more of the shared bandwidth is made
available for everyone to use. Most users will have a better
experience as a result of the Fair Access Policy. Online activities
such as viewing Websites, checking email, watching video clips or
similar short streaming media, and automatic software updates are
unlikely to cause you to exceed your monthly Data Allowance.”After
further review, the Fair Access Policy is a tangible part of our
service based on the parameters of each plan. We are unable to revise
the policy. In
light of Mr. [redacted]’s issues, we have applied a refund of $261.68
to the credit card on file. The refund will take up to (72) hours to
receive. Mr.
[redacted] may contact me directly with any additional questions.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. 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]Sr. Executive Customer Support

May 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]...

[redacted] In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on September 5, 2013. On December 3, 2013, **. [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00.   Regarding **. [redacted]’s concern about being charged after she canceled, please be advised that the charge was for an early termination fee and not equipment. 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 circu**tances, 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 $150.00 to her account representing half of the early termination fee.  **. [redacted] has paid $85.00 of that final amount of $385.00. 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]

April 21, 2014

text-align: justify;"> 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File# [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking de-installation of his equipment and a refund for the early termination fee.
Our Executive Customer Care representative reviewed all pertinent database records. Please be advised that our subscriber agreement contains specific language advising our customers “Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.”
After further review, we have created a dispatch for a tech to arrive on site to successfully de-install. **.  [redacted]’s equipment. There is a pending unreturned equipment fee on the account in the amount of $316.50. **. [redacted] needs to return the equipment in the box provided to him once the technician leaves his site to bring the amount due to $0.00.
“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 computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”
If **. [redacted] cancelled within his contractual agreement he would be charged an early termination fee. In light of is issues; Hughes will issue a refund of half the amount paid of $177.50 to the credit card on file. We would need **. [redacted] to contact me at the number; once he has mailed back the equipment. Hughes will then issue a refund for half the early termination fee after receipt of his equipment.
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 Care
[redacted]
[email protected]

In response to your letter to the
executive customer care division of Hughes, it is our understanding
that Ms. [redacted] has some concerns regarding her service and is
seeking a refund for the early termination fee. Our
executive customer care representative reviewed all...

pertinent
database records. “To ensure fair Internet access for all
HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for
these subscribers. This policy establishes an equitable balance in
Internet access for all HughesNet subscribers. Hughes assigns a Data
Allowance to each service plan that limits the amount of data that
may be downloaded or uploaded within a one-month period. Subscribers
who exceed this limit will experience a temporary reduction of
speed.”“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 computer. Stated speeds and uninterrupted use
of service are not guaranteed. Actual speeds will likely be lower
than the maximum speeds during peak hours.”Please
be advised 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 the service prior to expiration of the
service commitment period. After
further review, the trial period should have been extended. As a
result, Hughes has issued a refund of $400.00 back to the credit card
on file dated 02/19/2015. It
is the customer responsibility to return the equipment and there is a
$99.99 de-installation fee if customers need a technician to be sent
to the site to successfully remove the equipment. A box
will arrive within 7-10 business days and the equipment needs to be
returned which include the modem, power cord, and the radio
transmitter within 45 days to avoid being charged Un returned
Equipment Fee of up to $300.Ms.
[redacted] may contact me directly with any additional questions.We
sincerely regret any inconvenience that Ms. [redacted] may have
experienced and are hopeful that our actions will serve as a
demonstration of our good faith. In the event you have any additional
questions or comments, do not hesitate to contact me. Thank you very
much for your consideration.Very
truly yours,Ecole
F[redacted]Sr.
Executive Customer Support###-###-####[redacted]

[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 returned ALL equipment via [redacted] the day after I received the empty box with instructions.  I then got several automated phone calls stating they have received all of my equipment.  I sent everything back to them the FOLLOWING DAY.  They called me several times with this automated message saying they received everything-so many times that I had to block them from my phone!
This company is unbelievable! If I "owed" them anything why haven't I received anything in the MAIL? No emails/nothing! You cannot get away with treating customers this way, and after the phone calls stating they got all of the equipment back I thought I was done with them.  They purposely do NOT send emails because they KNOW customers will have proof.  They only make automated calls!  I have asked them to send me email confirmation and they always refuse to do so.
Please let me know if I need to track down this shipment via [redacted]?  This whole thing is just awful that they can get away with treating customers this way.  They took money out of my account without my permission!
I agreed to pay the contract penalty after they sent me a paper bill.  They agreed to NOT take it out of my account.  They did it anyways.  And they HAVE ALL the equipment! They are lying, how do I prove that?
Regards,
[redacted]