Hughes Network Systems

August 6, 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, 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 October 2, 2013. On June 13, 2014, [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 $295.00.   Regarding [redacted]’s concern of being charged for equipment she says she returned, we have successfully located the equipment and apologize that she was made to believe that it wasn’t received.   The equipment was received against an older return merchandise authorization number and the agents had no way of knowing as such. There will be no unreturned fees placed on the account.    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 5, 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 Ms. [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that the account was activated on November 11, 2013. On February 16, 2014, **. [redacted] requested to cancel the service. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $370.00.   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 $185.00 to her account representing half of the early termination fee and that amount will be refunded to the card on file. Regarding **. [redacted]’s request to be reimbursed for overdraft fees, please be advised that Hughes’ subscriber contains specific language that states Hughes is not responsible for overdraft fees. “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” **. [redacted] is advised to consult with her bank and ask them to waive the overdraft fee as a courtesy. 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]

This company is a complete scam. The only truthful person I spoke with said that their service would not work and recommended us go with a different company. We were supposed to get a full refund but then that was changed to less than half of what we had paid them. It's been a joke trying to actually get that refund. We were told it would automatically be 3-5 days after they received their equipment, when that timeframe went by we called again. This time we were told another 3-5 business days since something wasn't done properly on their end. Today has been the 5th day and we are told it'll be 45 days for a check to be received by mail.
I also called on my husband's account (I am not listed anywhere) and the person I am dealing with has asked for no validation from me on who I am, has not asked to speak to my husband even after I told him its my husband's account and is now wanting to refund this money back to me via debt card or my account if it hasn't been mailed out already.
This is not a company to trust with your information because their employees will gladly give your money to whoever calls. Who knows what they do with your information.

May 17, 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 the cancellation of his service. 
 
**. [redacted] states his account should have cancelled effectively 10/13/2013. After further review of our records, Hughes has honored his request and issued a refund of $71.33 to the credit card on file which represents the November 2013 payment to the account.
 
**. [redacted] may contact me directly 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]

Hughesnet is the worst company I have ever dealt with. They are horrible and I am disgusted by the Revdex.com giving them an A+ rating.

September 5, 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 representative reviewed all pertinent database records.  Our records indicate that [redacted]’s account was activated on May 6, 2014 and requested to cancel her service on May 27, 2014.  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 $69.98, however there is nothing to refund at the moment because there is a balance of $142.02 after the credit placed on the account. There was a charge of $212.00 assessed to the account for unreturned equipment which consists of the radio transmitter that is attached to the arm of the dish. We can provide a prepaid label if needed for the radio to be returned without incurring shipping charges. Once the radio has been returned, the $212.00 will be credited to the account which will leave a credit balance of $69.98 to be refunded. 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 5, 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 October 2, 2013. Regarding **. [redacted]’s concern about being billed for service he wanted suspended, it was suspended on April 30, 2014 and there is currently a credit balance of $85.78 on the account.  The reason for the charge of $141.62 is because there is usage on the account for the full month of April up until it was suspended at the end of the month. We do understand that there may have been some misunderstanding initially when **. [redacted] called to request the suspension; however the service was used from April 2nd thru April 30th.  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]

May 19, 2014[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re:       [redacted]Complaint ID [redacted]Dear [redacted]:In response to...

your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.  Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on August 25, 2013. On February 18, 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 $340.00.  Regarding **. [redacted]’s request to receive a refund for the unreturned equipment fee, Hughes’ subscriber agreement contains specific language that states there will be a fee for unreturned equipment; “Unreturned Equipment Fee (applies to all Service Plans where the Equipment has been leased):Upon termination of Service, whether before or after the expiration of any minimum term commitment, all Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. The equipment must be received in good condition within 45 days of termination in order to avoid the Unreturned Equipment Fee (except in cases when the Subscriber Agreement has been terminated for breach, in which case the paragraph below will apply). An Unreturned Equipment Fee of $300 will be charged to your account for Equipment not returned within the allotted time frame. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200.”
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 unreturned equipment fee. In light of the difficulties **. [redacted] experienced with our service, we will issue a credit of $219.50 to his account representing the unreturned equipment. That amount will be refunded to the card on file. Per the subscriber agreement, Hughes isn’t responsible for overdraft fees. It is advised that **. [redacted] request his bank to waive the fees as a courtesy.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]

July 2, 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 November 21, 2012. On June 16, 2014, **. [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 $145.00.   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 $145.00 to her account representing the early termination fee. In addition, **. [redacted] has receiving a credit in the amount of $122.49 which has been refunded to the card on file. 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]

February 26, 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]’ service was activated on July 12, 2011. On July 23, 2014, Mr. [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 4, 2015, Mr. [redacted]’s account was cancelled.  As a result of cancellation within his contractual agreement, Mr. [redacted]’s account was charged an early termination fee in the amount of $130.00.   Regarding Mr. [redacted]’s request to cancel without penalty, please be advised that when Mr. [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 Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit of $65.00 to his account representing half of the early termination fee and that amount has been refunded to the card on file.  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]

December 1, 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 Mr. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that the account is registered to [redacted] and was activated on May 3, 2016. If Mr. [redacted]’s service is canceled at this point there will be an early termination fee in the amount of $325.00 as a result of cancellation during the contractual period.
 
At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with 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 [redacted] 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.
 
Regarding Mr. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
 
In light of the difficulties Mr. [redacted] experienced with our service, we will issue a credit in the amount of $162.50 representing half of the early termination fee if he still wishes to cancel. Ms. [redacted] will need to contact customer support to complete the cancellation process and have half of the early termination fee waived by December 16, 2016.
 
 
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]

Slow and sluggish for online games & even with largest plan available, all data used in a couple of evenings of streaming movies. I explained my needs in detail prior to purchase (I work in the video game field) and was assured there would be no problem. Cannot cancel 2 year contract without a huge fee. Horrible customer service. They promise the moon to get your contract signed, then it's a "screw you, your'e stuck with it" attitude. DO NOT USE THIS COMPANY IF YOU NEED RELIABLE HIGH SPEED INTERNET!!!

I was called by a [redacted] at ###-###-#### and returned her call today at 3:30pm.  No answer.
I left a message and no return call yet.
I will return the modem and any associated indoor hardware if Hughesnet sends ma a call tag.
As far as taking the dish off of my house, I don't mind waiting until we aren't in the throes of
sub-zero temperatures.
- [redacted]
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]

I am a current customer of HughesNet. They were "contracted" to provide internet service for me in Mandaree, North Dakota, and the corporate offices are located in Germantown, Maryland. My service is unreliable and totally inadequate for our current age of technology.
I have grown tired of the delays from their satellite service. I have grown tired of their dropped internet connections. I am sooooooooooooo tired of their slow internet connections. Oh, they have a "fair use policy" that limits your use of the internet and then charges you to access more data. What is fair about that? It is merely a measure designed to rip-off the consumer. You don't realize just how bad the internet service is until it is installed and you are under contract for 2- years. I can't believe I have internet service with a satellite dish and that provides such miserable service.
Some of the real estate internet sites that I have tried to use cannot be accessed due to the poor quality of internet service. The features for these real estate sites will not even allow me to search the listings due to the delays in my internet services. I am traveling this summer and in using the wi-fi provided by the hotels, I AM ABLE to access and completely use the real estate sites that I can't use at home. AMAZING! ABSOLUTELY AMAZING!
At a rate of nearly $92.00 per month, I do expect to have access to the internet when I want and that the quality of internet service is the same that the rest of the nation enjoys. Obviously, the poor quality of internet services in the more rural areas remains poor; while, the services in population centers receive are probably reaping the benefits of investments and better service. I don't expect the Revdex.com to do anything and I am considering using social media to spread the word and, hopefully, improve rural services. Customer service is a joke, too!

July 1, 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 her 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.” 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.”
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern.  As a result, there is currently a credit of $20.00 off for (6) months. Accordingly, our engineers are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present.
 
After review, if **. [redacted] is still experiencing issues with her service she will need to take adequate speed test in the morning, afternoon and evening as well as web responsiveness test to fully evaluate the parameters at which her service is operating. Our technical support can assist **. [redacted] on how to perform the test.
 
At this point, we will be unable to waive the cancellation fee.
 
**. [redacted] may contact me at the number below with any additional questions about her service.
 
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]

March
4, 2015
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 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.”“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.”Please be
advised 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 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. While Hughes
makes every effort to disclose our benefits and limitations, Hughes understands
[redacted]’s frustration and concern. After
further review, we have issue a credit for the early termination fee in the
amount of $355.00. A box will arrive within
7-10 business days after cancellation. Subscribers to HughesNet Service Lease
Plans are required to return the modem, power supply, and radio (outdoor
transmitter) to Hughes. The equipment needs to be returned within 45 days of
cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the
modem and power supply and $200 for the radio transmitter).[redacted] may
contact me directly 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.
Sr. Executive
Customer Support

[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. 
Additionally, my payment to HughesNet collections agency was made on 7/21/14 for the 147.50.
Regards,
[redacted]

I was lied to about a specific package, I was told I would receive 120gb of data plan including phone service, for 79.99 per month. I was only given 10gb of data with 50gb to be used between 2am and 8am. I was automatically charged 125.00 from my bank account that I never agreed to. I called 4 times to cancel service and it was never applied until after the 30 day trial period and I will be billed another month and will now be charged 620.00 for early cancellation fees. I also have to remove the dish from my property myself. I was lied to and money was improperly taken from my bank without my permission.

June 11, 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 the service was activated on February 17, 2014. Regarding **. [redacted]’s concerns, if a payment is made using Hughes’ online portal to make one-time payments, when making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates.  We understand the site that is currently being used to make one-time payments can seem a little confusing and we are currently exploring the ability to design the online portal to allow a one-time payment without having to uncheck customer’s card or bank information being automatically saved. Currently **. [redacted]’s account is set up under invoice and a credit of $65.78 has been applied to the account. The current balance on the account is $-65.78.  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]

March
12, 2014
 
[redacted]
justify;">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 his
service.
 
Our
Executive Customer Support representative reviewed all pertinent
database records. Our records indicate that [redacted]’s service
was activated on December 11, 2013. At the time [redacted] ordered
his service, he had to agree to the terms and conditions of our
subscriber agreement to begin his 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.”
Hughes’ has received one call
and one email that both resulted in no technical issues on Hughes’
end. While Hughes makes every effort to disclose our benefits and
limitations, Hughes
understands [redacted]’s frustration and concern. **.
[redacted] needs to conduct speed and web response tests using our
supported customer care site support center.myhughesnet.com and then
attempt to troubleshoot with technical support. If his speeds are
below average speeds we would
be happy to offer advanced tech support to [redacted] to insure that
his service is operating as it should. 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. If [redacted] still wishes to cancel his service he will
be within his contractual agreement, and an early termination fee
will be a valid charge. As a courtesy, we will offer a one month
service credit. 
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
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[email protected]