Hughes Network Systems

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:I 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]

Apr 5, 2016
I spoke with Ms. F[redacted] on the phone. She explained that it will take days to credit my credit card with the money HUGHESNET wrongly charged. She stated a number of times "I think we agree on that". That was the closest she got to an apology.
I wonder if HUGHESNET will draw interest on the funds they should have never charged? If so, who will pay?
April 5, 2016
Mr. K[redacted],
Once again I have been screwed by HUGHESNET .
After my previous letter to you I received an email (1/14/16) from Ecole F[redacted], Executive Customer Service, extending my service to 2/27/16 and a credit of $61.67. Presumably the credit would make up for the phone time I had to [redacted] away dealing with my failed service the first week I had it.
I accepted Ms. F[redacted]’s offer in good faith. That was MY mistake.
I choose to cancel my service because of continued poor internet, phone and customer service. I canceled on 2/26/16 case # 52803595.
Now I find that HUGHESNET has charged my credit card $626.90. I called and spoke with Gabriel G[redacted]. He tells me I was charged for early cancellation and has no idea of the promise made by Ecole F[redacted]. After being on hold for several minutes, Mr. G[redacted] told me my credit card will be credited with the $629.90, It may take several days and he cannot send me an email stating anything because HUGHESNET does not have email. He gave me a case number of 53410480.
Mr. G[redacted] also told me I will not get the $61.76 credit promised by Ms. F[redacted]. He tried to explain but I could not understand his broken English and double talk. Whatever the feeble reason, I consider it a broken promise from HUGHESNET .
In December I spent hours of my vacation time dealing with the frustrations of HUGHESNET . Now I’m on vacation again and dealing with the incompetence of HUGHESNET again and this time I cannot use my credit card as I had planned.
AND I have suffered the humiliation of a hotel rejecting my credit card because of HUGHESNETs broken promises.
That makes 2 vacations HUGHESNET has ruined.
December 31, 2015
Mr. P[redacted], CEO
Hughes Net Systems
11717 Exploration Lane
German Town, Maryland 20876
Mr. P[redacted],
I broke ties with Comcast primarily because of their poor customer service. I was assured by your salesperson that Hughesnet was a reliable system and Hughesnet has excellent customer service. I have found both to be untrue in the past 3 days.
I made the deal last Saturday (December 26th) and an installer was here on Monday. The equipment was working and everything seemed okay. I canceled my Comcast service.
I called Hughesnet that afternoon, as I was told, to port my old phone number in. I was assured by the salesperson that to port my old number in was “no problem”. This was important to me because I have had that number for 28 years and I badly wanted to keep it. Contacting Hughesnet Monday afternoon, as I was told to do by the installer, I learned that it will take 10 days, maybe 2 weeks or perhaps longer to port my old number, and, by the way, I must keep my service with the other carrier until it is ported or it will be lost. So now, my 28-year phone number is lost. Lied to, deceptive practices or just poor customer service?
The internet and phone service failed Monday afternoon for the first time as it has numerous times sense.
So, 3 and a half days into my Hughesnet service I have spent literally hours of my time on the phone trying to get technical support, speaking with perhaps dozens of people and burning up hours of my Tracfone time. Everyone at Hughesnet is good at saying “oh I’m sorry” but no one wants to do anything about it. One Hughesnet person pointed out (Tuesday) that Hughes net has a toll free number, it doesn’t cost anything for me to call. I explained to him AGAIN that the phone service that I’m paying Hughesnet for DOES NOT WORK and I have to use hours of MY T[redacted] time that I also have to pay for!
I told the same Hughesnet person that I wanted a name and phone number of whom ever at Hughesnet that had of authority and responsibility that I could complain to. He told me there is no such person/number, I can call the 866 number, that’s the way it works.
I’m very disappointed that there is no one of accountability at Hughesnet.
The internet and phone failed again this evening (Thursday). The young lady I spoke with did get my services working and was polite and empathetic. I wish I remembered her name. She suggested they send a technician out to resolve these ongoing problems. I asked if someone would be sent tomorrow on a holiday or the over the holiday weekend. We both knew the answer when I asked it. She said it maybe Monday or so (so I can expect poor service until then). I explained that I scheduled this installation during my week off (and Hughesnet pretty much has ruined my week of relaxation), and I’m not willing to take more time off from work next week to deal further with Hughesnets unwillingness to provide competent service. Hughesnet has had all of this week, while I was home, to address the multitude of technical problems that have frustrated my time off.
I told the lady tonight that I need for her to give me contact name and number of a person with Hughesnet of authority and accountability. She said she would get a supervisor but I would have to wait until one is available. Wait we did (more tracfone time/money). She came back to the phone periodically to tell me no supervisor was yet available. I reminded her I need someone with a name and phone number. She explained that they didn’t have numbers/extensions only the toll free number and the tedious phone tree (that’s 2 to 5 minutes of futile frustration and more cell phone time/expense). I said; then they are not whom I need to speak to, someone at Hughesnet surely has a name and phone number. After more moments (and more Tracfone time wasted) I was given your name and contact information.
Mr. K[redacted], are you a person of authority and accountability with Hughesnet?
I don’t mean to be unf[redacted] to Hughesnet personnel. I know they are doing only what they can do. Sadly, there is no Hughesnet mechanism to deal with customer service that is outside the strict confinements of each persons little box. Simply put, there is little in between the phone tree and the CEO as far as customer service.
It is my understanding that I can cancel service the first 30 days before the 2-year contract starts, unless that was a falsehood too (I have NO documentation). If so, we can fight it out in small claims court.
I had high hopes with Hughesnet. I understand that equipment and technology has its difficulties, always has and will, however, my hopes were on the customer service that I was assured of by the sales person.
I intend to cancel service before 30 days unless something dramatically changes. I’m not willing to be under a 2 year contract with the poor service of a company that is not accountable to its customers that Hughesnet has proven to be.

HughesNet is a horrible company whose service is lacking and customer service is sub-par. I was paying $80/month for service I wasn't getting and when I went to cancel they charged me $340. I tried calling to get my money back and the man told me they won't do it. I stayed on the line for 30+ minutes to be told no. I have never had such a bad experience with a company. How can a company not want to help save their name? Take a look at all these reviews - negative reviews. DO NOT DO BUSINESS WITH THIS COMPANY.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory with one change. Please advise Hughsnet to mail me a check or credit my bill with the refund, as I have canceled that credit card after it was used without my knowledge or consent.   
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 satisfactory to me as long as Hughes Net does indeed update their records and discharge the invalid debt to zero and agrees never to attempt to charge me for their services or equipment again. 
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: Hughes net contacted me via phone on Thursday, they said they would call me back that evening at 7PM when I was at home near my computer. They have yet to call me back. They did the EXACT same thing that they have been doing to me for 6 months. Promise to call, promise to do something, when they know they are going to do nothing. Not only that, they are still telling me my service has been upgraded, when is has not, I have gone through this with them several times, and every time someone calls me, they do not seem to know anything about the previous several calls that have taken place, I have to re explain everything to them, they will not listen, and make me do the same things over and over again only to end up with the same result, and tell me they will call me back, which they never do. Every time I call them, (because they haven't called) there is some reason they need to call me back. Which again, THEY NEVER DO. Beyond frustrated!Regards,
[redacted]

May 19, 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 August 10, 2013. On April 19, 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 $295.00.   Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $147.50 to his account representing half of the early termination fee and we have refunded that amount to the card on file. A message was left with our decision on May 19, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support###-###-####[email protected]

August 25, 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, it is our understanding that [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support reviewed the information contained in the letter and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to her account. If [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint.  We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Very truly yours,  Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

May 29, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your second rebuttal letter, to the executive customer support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his service.  Regarding **. [redacted]’s latest concern, we would like to reiterate that the issue **. [redacted] is having isn’t a Hughes related issue. Our records indicate that we have again tried unsuccessfully to reach **. [redacted] on May 22, 2014. 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]

August 22, 2014
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
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 $15.00 off for (24) months to her account. We can only apply the discount (12) months at a time.  Therefore, [redacted] would need to notify me once the discount has expired May 12, 2015 or use case # [redacted] to contact our billing department.
We notified [redacted] of our decision on 08/22/2014.
We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
Very truly yours,
Ecole F[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. 
Regards,
[redacted]

August 15, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
File # [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns 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 07/30/2014. Once the returned equipment is received; a credit of $210.00 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 08/15/2014.     
[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]

[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. 
Regards,
[redacted] [redacted]

March 18, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint [redacted] Dear [redacted]...

[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 records indicate that [redacted]’s service was activated on March 1, 2014 with Hughes’ Gen 4 service. At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.  “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. We currently don’t show any speed test results to determine what kind of browsing speeds [redacted] is encountering. All of the calls within almost the last year have been billing calls. [redacted] needs to troubleshoot the service with technical support so that we can try to resolve any issues that she may be experiencing. She needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical support. If her speeds are below average speeds we would be happy to offer advanced tech support to insure that her service is operating as it should.  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]

June 4, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File # [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet account. 
 
Our Executive Customer Support representative reviewed all pertinent database records. Per the terms and conditions of our service; customers’ are responsible to remove the dish from the roof.
 
In light of **. [redacted]’s issues with our service; Hughes has created a complimentary dispatch for a tech to arrive on site and remove the dish. A technician will contact **. [redacted] directly for a convenient timeframe. The footplate attached to the roof by screws is the customers’ responsibility to remove.
 
**. [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,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

December 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 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 created a complimentary dispatch and a technician contacted [redacted] directly to repair his service but [redacted] cancelled the service dispatch.
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 F[redacted] Executive Customer Support ###-###-####
[email protected]

February 27, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
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Complaint ID [redacted]
 
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, our department has previously been in contact with **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was activated on November 25, 2011. On December 27, 2013, **. [redacted]’s account was upgraded to Gen 4 service.  According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment. On February 24, 2014 a dish relocation was completed to improve **. [redacted]’s service.
 
In light of the difficulties **. [redacted] has experienced with our service, we have issued a total credit in the amount of $180.00 for three months of service as of February 27, 2014.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

November 9, 2016

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Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
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 service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that Ms. [redacted]’s service was activated on August 2, 2016. On September 23, 2016 Ms. [redacted] requested to cancel her service and was advised of the early termination fee in the amount of $400.00 for the internet service and $220.00 for the phone service as a result of canceling 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 Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.  “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ service is shared bandwidth with a 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 anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB. Please be advised the first 30 days the data allowance is relaxed to allow customers to download updates, software, etc. without exceeding the data allowance. Customers can still monitor their usage to know how much data is being used even with the relaxed period.
 
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 agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
 
In light of the difficulties Ms. [redacted] experienced with our service, we have agreed to issue a credit to cover the early termination fee. Ms. [redacted] will still have a balance on the account because she has disputed all payments made to Hughes. Those disputes were initially rewarded to Ms. [redacted] by her bank and one dispute has been won by Hughes to date.
 
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.  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]

July 7, 2016

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Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street North[redacted] 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint [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 service.
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that Ms. [redacted]’s service was activated on December 15, 2015. On February 10, 2016, Ms. [redacted] initially called to request to cancel the service because of relocation and was advised that Hughes could move the service at no charge and the move program was accepted. On February 11, 2016 Ms. [redacted] called to request to cancel the move program and agreed to suspend the service which can be done for up to six months per rolling 12 months. The suspension covers only the service. Lease fees and any other subscription services aren’t covered during suspension and the contractual period is frozen until the account is reactivated manually per request or at the end of the suspension period. On May 3, 2016 the account was locked because there was a past due balance of $21.53 which was paid on May 17, 2016. Once the account was brought current it was unlocked by the system and removed from suspension. On May 17, 2016 Ms. [redacted] again requested to cancel the service and indicated that she has already moved but the landlord wouldn’t permit the installation of the satellite dish when the move program was again offered. On June 13, 2016 the account was cancelled. As a result of cancellation within her contractual agreement, Ms. [redacted]’s account was charged an early termination fee in the amount of $370.00 which she agreed to pay and Hughes agreed to waive the outstanding balance of $95.22.  Ms. [redacted] was also charged $300 for the unreturned equipment.
 
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 agreement. All customers have 30 days from the time of activation to cancel without penalty. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
 
In light of the difficulties Ms. [redacted] experienced with our service, we have issued a credit of $185.00 to her account representing half of the early termination fee. In addition we will send a prepaid label and instructions so that the leased equipment can be returned for credit. Ms. [redacted] can use any box of her own to send back the radio transmitter, modem, and power supply which will be detailed in the instructions.
 
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.  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]

[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 have asked on several occasions that I do not have to call Hughesnet directly.  I HAVE TRIED THAT SINCE I HAVE CONTACTED THE Revdex.com.  You know what.  You try and call that number.  You get put on hold for who knows how long and then you get someone who DOESN'T EVEN KNOW what is going on.  They tell me that it is NOT TRUE and that I need to pay a bill.  They have NO IDEA that the Revdex.com is involved.And secondly,  I am waiting for this "box" to appear at the right address.  I have the equipment stated which is the box and the two cables.  That is what Hughesnet told us to grab when we moved.  So I need to make sure that is all that is needed.  There should be nothing else since they told us to leave the dish and all the cords and stuff alone on it.  They told us only the box inside with the cables which are the plug in one and the one between the box and the wi-fi.  I want to make sure that this is the same understanding being that we have moved over 500 miles away and that the dish is probably still sitting in a wheat field in North Dakota which used to be a man camp.  When I receive this "box" and I get the same answer from you folks as I have before about only the box and two cables and then a zero balance.  Then I will agree completely.I also want to know when you folks are done creating invoices for us and when you are going TO STOP MAKING PHONE CALLS SO MANY TIMES A DAY TO US.  I have my [redacted] bills for proof and you still try and call me a minimum of three times a day.  That is harassment and you need to tell ALL of your departments what is going on so they are all on board.  I would like to make sure my credit reports are clean and good and not been VIOLATED from this company as I have been.  You have sent stuff to [redacted] and to myself and to 3 different addresses that aren't even ours.  So what is going on????  Your company makes absolutely NO SENSE to us.  Regards,
[redacted]