Hughes Network Systems

November 9, 2016

text-align: justify;"> 
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 24, 2015 [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 23, 2014. On July 8, 2015, [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 $277.98. With the exception of a period of time between January 13, 2015 and February 28, 2015, [redacted]’s issues with her service were a result of her exceeding her data allowance and or problems with her equipment. We have issued a total credit in the amount of $149.90 between January 8th and February 23rd which is equivalent to two months of service for technical issues with the service.  Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties [redacted] experienced with our service, we have issued a credit of $138.99 to her account representing half of the early termination fee.   We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

July 29, 2015Mr. [redacted]Revdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re  [redacted] File# [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 service.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.”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.  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 waived the early termination fee of $304.96 and $63.84, bringing the amount due to $0.00. A box will arrive within 7-10 business days after cancellation 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

July 7, 2016

text-align: justify;"> 
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:
 This is not a valid response, I have given you the card number that the money has been taken from, with proof to back it up from my bank.  I do not know what account or who has made the mistake and linked my card to another account. You have called me at work, disrupting my day. If you need to talk with me you need to call after 5pm. Monday-Friday.  I am only requesting the money that has been stolen from my account without my authorization to do so, where I come from taking something that doesn't belong to you or is owed to you is theft. All you seem to want to do is give me the run around. I have proved to you that this is my account and that the money was taken, all you need to do is reimburse me my money back into this account.
Regards,
[redacted]

In
response to your letter to the executive customer care division of
Hughes, it is our understanding that Mr. [redacted] has some concerns
regarding his HughesNet service. After
further review, Mr. [redacted]’s account was put on suspension. Please
be advised that any applicable...

equipment fees that exist on an
account will continue during the suspension period. At the end of a
suspension period, the customer’s account will automatically
activate and the billing cycle will be restarted. As
a result of the suspension period ending the account was
automatically reactivated. Therefore, Mr. [redacted] continued to be
billed $69.67. Mr.
[redacted] has disputed charges of $ 69.67. When a company rules in favor
of the customer, it does not resolve the account status with Hughes.
Therefore, the customer must work with Hughes to resolve the
overriding issue for the dispute. The disputed amount of $69.67 will
bounced back to the account. We
have added a credit of the $69.67 to cover the awarded disputed
amount which will bring the amount due to $0.00. 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###-###-####[redacted]

I've had hughesnet for over a year and out of that year I was only able to use the internet about a month of it. With the shotty equipment bad customer service. And during that time I have to keep paying my bill so I can have the service gentlemen come and try to fix it. They lie to you they say they'll do something and they don't. They don't follow through on anything. Their commercials they offer service that they don't have or can't offer you. DO NOT get hughesnet

I am very dis-appointed with your service. I use to have it in the years of 2002 to 2008 and it was wonderful. You now give the biggest amount of MG between 2 am to 8am and the small amount for the day time. It use to be the bigger mg bits during the day and the small amount between 2am to 8am For some reason you are wanting people to stay up all night long to play games and be on the internet that time in the early morning. No wonder if that is the case people are doing crimes because they are not sleeping at all like they should for you have allowed that with the larger mg between those hours. The PRICE IS OUT RAGES!!!!! For me only using 15 mg in the day time only for close to 100 dollars and if I stay up the hours are bonus I can see that price. Yes it gets rest ever 20 days but with into 4 days my mg bits is all used up for the day time. I will NEVER again say you guys are the best. I had told lot of people you wore the best but now that I got it again you S[redacted]!!!!!!!!!!!!!!! Once my 2 years lease is up you will be gone for good and I will make sure that no one that I know of will ever get you again. Comcast, V[redacted],, E[redacted]-link, A[redacted], W[redacted]-stream, is so much better then you guys are now. They give the right mg bits in the day time and so much cheaper then you guys ever though of being. This is my first month and because 10 mg bits is way to low went to 15 and it still not enough for two people using the lap top for the day time. I am totally wasting my money through you guys for not getting what I am paying for at all. I sure hope the 2 years will go fast so I can get rid of you guys for good. The only way is you put the bonus mg bit for the day time and the little mg bits in the am only. Other then that I dislike your service all together your not at all what it use to be. Very sad for you wore once good.

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]

June 4, 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 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]

[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] Thanks To Revdex.com, you done well

I had Hughes Net internet service for about 5 months and I was not able to watch single video or download large files for work. Also, service was so slow, I ended up using data from my phone or my portable data, Karma. I had 42 minute customer service call to cancel my service and will be paying $350 in termination fee and I will have to take the dish down from my roof to return the equipments within 45 days or I will be charged another $300.
Terrible internet service combined with terrible customer service and I am wondering how Revdex.com gave them A+ rating with so many negative reviews from the customers.

[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:HughesNet gave me a free Home Tech Support service to troubleshoot the problems that I am complaining about. Home Tech Support took remote control of my system and ran complete diagnostics. They determined that the problem is in the HughesNet system. They told me that the next step was to call HughesNet Customer Service back and tell them what he said. I did this and so HughesNet wanted to run their own diagnostics again, (this would have been the fifth time they have done this), and when they tried, they said that their equipment was malfunctioning. I have spent several hours trying to get this problem resolved and it is like a bad dream that I can't wake up from! I am legally bound to a 2-year contract of which I have 10 months left and I have not asked for any reimbursement that I have paid faithfully for service that I am not receiving. HughesNet will say that I am receiving service because there is a very slight signal trickling through my modem every month, however it is not even a strong enough signal to log onto a web browser before my computer times out. Shame on HughesNet  for deceiving consumers by advertising a "Super fast internet experience" and shame on me for not reading the small print on my contract.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 half way satisfactory to me.  
What would make this perfect is if Hughes clearly explain what is offered.  I felt their practices were deceptive.
Once again I was told I could stream [redacted] on several devices with no problem yet I could not even do so on one device.  All my internet was slow even when directly connected to the devices.
When I called their service dept.  It sped up for a short time.  Then dropped off quickly after the call.
While on the phone with them they tried to sale an upgrade.  I said "no.  Just give me what you promised." 
After the call I researched them on line and found over 350 accounts that mirrored my experience.  My experience is no where near isolated.
I have since gone with [redacted].  They said well give you this speed of internet service if you pay us this much. They have kept their promise to the letter. Thats all I ever wanted from Hughes.
Thank you for your efforts in this regards.
Regards,
[redacted]

March 12, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint...

ID 9939434
 
 
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 service was activated on July 15, 2013.  On January 2, 2014, **. [redacted] requested to cancel her service.
 
Regarding **. [redacted]’s request to be refunded $239.83, she was refunded that amount to the card on file on January 3, 2014 and disputed the initial charge on March 12, 2014 with her financial institution. As a result, that amount has been debited back to her Hughes account. The remainder of the balance on the account is a result of that disputed payment after it was already refunded in addition to an early termination fee in the amount of $258.44.
 
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]

June 30, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, 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 Mr. [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that Mr. [redacted]’ account was activated on December 13, 2014. Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on file. After the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $5.00 per month. “Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.”  Mr. [redacted] requested to switch the account to invoice on May 7, 2015, which was completed. Regarding Mr. [redacted]’ concern of being charged for an amount he didn’t authorize, in order to make the payments online he had to register with the customer management center (CMC). A credit card has to be kept on file to be able to pay online. The system retains the card and is designed to use the card on file if there is an unpaid balance. Any past due charge collected is valid per the terms and conditions of the subscriber agreement.  Regarding Mr. [redacted]’ request to be refunded for the month he hadn’t intended to pay that caused his issues, please be advised that we understand his concern however the charge is valid and can’t be refunded. We have as a courtesy issued a 12 month service credit in the amount of $5.00 to offset the invoice fee for one year. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.  Very truly yours, Darron W[redacted]Executive Customer Support[redacted]

March 14, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint ID...

9935706
 
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service is registered to [redacted] and was activated on February 5, 2014.
 
Regarding **. [redacted]’s concern, the corporate office doesn’t manage damage claims; however we have contacted the distributor on his behalf. **. [redacted]’s damage claim was forwarded to the distributor that handles escalations resulting from damage claims and the distributor is in the process of getting an update from the installer. **. [redacted] will be contacted as soon as possible by the distributor with an update.
 
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]

From: [redacted]
sans-serif;"> <[redacted]>Date: Tue, Jul 15, 2014 at 9:56 PMSubject: #[redacted]To: [email protected]
The issue has been resolved with Hughes Net. I received a call yesterday to offer refund on the early termination fee.
 
Thanks for your assistance.
 
V/R
[redacted]

May 10, 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 his HughesNet service.
 
As previously stated, we make every effort to provide adequate training to our customer support team.  We apologize for any frustration **. [redacted] had when contacting our call centers.
 
**. [redacted] currently has a $0.00 balance. In light of the difficulties, **. [redacted] experienced with our service; Hughes has changed the credits to offset his contractual agreement of (3) months remaining by issuing $20.00 off for (3) months.
 
**. [redacted] may contact me at the number below for any additional questions for closure to his 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. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

June
10, 2015
Dear
[redacted]:In response
to your letter it is our understanding that [redacted] has some concerns
regarding his service.  Our
Executive Customer Care representative reviewed all pertinent database records. After
further review, Hughes...

maintains a $5.00 monthly service fee to offset the cost
of invoice generation, mailing, and processing. Hughes’ customers that maintain
a credit or debit card for the purpose of paying monthly fees are not charged
an additional $5.00 per month fee. In addition,
Hughes’ subscriber agreement contains definitive statements regarding the $5.00
per month invoice generation fee. “In the event that, for whatever reason,
services charges are paid by you pursuant to a paper invoice to be prepared by
Hughes, Hughes will charge you an additional administrative fee of $5.00 per
month.”We show [redacted]’s account is currently on credit card billing. He may view the terms and
condition of the invoice fee at legal.hughesnet.com. [redacted]
currently has $20.00 off the account for (3) months.Account
Number : [redacted]Date
Due : 06/27/2015Invoice
Number : **-[redacted]Issue
Date : 05/28/2015Purchase
Order # : N/AHUGHESNET
and BROADBAND UNBOUND are trademarks of Hughes Network Systems, LLCAccount
ChargesDescription Total
Accounts Charged Amount Discounts Service
Discount ($20.00 x 3 Months) 1 -$20.00 Service
Fees HughesNet
Service 3-month Credit 1 -$10.00 HughesNet
Gen4 Prime-Prorated 1 $30.00 HughesNet
Gen4 Prime 1 $59.99 HughesNet
Gen4 Choice-Prorated 1 -$25.00 Rental
Fees HughesNet
Equipment Lease 1 $9.99 Warranty
Fees Express
Rep[redacted] Premium 1 $11.95 Other
Fees Invoice
Charge 1 $5.00 Property
Tax Surcharge 1 $0.75 Total
Accounts Charged 1 $62.68 Summary and Tax DetailsDescription Charges ($)Account
Charges $62.68Sponsored
Charges $0.00Installation
& Field Service Charges $0.00Total
Taxes $3.52Total
Charges and Taxes $66.20Unfortunately,
Hughes will not issue a refund for the invoice fee.[redacted] would
need to contact me directly if he has 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