Hughes Network Systems

July 18, 2016Mr[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] [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 Hughes service.
Our Executive Customer Support reviewed all pertinent database records.  In order to provide resolution to Ms. [redacted]’s complaint, Hughes would need the account number or phone number associated with the complaint. 
Hughes is wholly committed to clarifying the nature of Ms. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible.
 
Very truly yours,
E. F[redacted]

March 6, 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 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 14, 2013. On October 28, 2014, Ms. [redacted]’s 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 $205.00.  Regarding Ms. [redacted]’s concern of her account being automatically debited for the early termination fee, Hughes’ subscriber agreement contains specific language that states Hughes’ is authorized to bill the card on file for all charges. “Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., [redacted], [redacted], [redacted], or [redacted]) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees). Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscription. You hereby authorize automatic credit or charge card billing by Hughes for all such charges. You further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.” Ms. [redacted] did receive a credit for half of the early termination fee; however there was an additional billed amount of $214.00 for unreturned leased equipment which consisted of the radio transmitter attached to the arm of the dish. The credit of $102.50 and billed amount of $214.00 leaves a balance of $111.50. 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]

Very frustrated with this company from the onset. They send out 3rd party installers; the one we had was very unprofessional and in a hurry. He came at a different time than scheduled and relayed that he would not come back for 2 weeks if we did not let him go ahead at time he came. Customer Service has been terrible. They are almost impossible to reach and when you finally make contact; you end up on hold and/or transferred - or just disconnected. They have a Chat but it is not efficient either. They have a Community forum - some work for Hughes and others are customers. I have sporadic internet and cannot use it as it is so unreliable. I am being forced to pay for a lack of service.

Hughes Net is a crooked company. My satellite internet through them was my only internet option. I got the cheapest package which was $20/month more than what I used to pay for unlimited internet I could stream online videos and play games online also. My internet through Hughes Net never worked. It was slow and somedays wouldnt load pages at all. I needed internet to do my online classes. Streaming videos and playing games were never going to happen at this speed but I couldn't even load a simple webpage. I made the account in my name only, yet somehow they posted an inquiry to my husbands credit without his or my permission. They somehow got his SS# through his credit card I used. This has all been reviewed through recorded phone calls and I never gave the authorization or gave my husbands information. They took a card I used for a one time payment and without telling me made it an auto pay every month. Then wouldnt remove the card when I asked them to. Now to get rid of them I have to pay over $700 for 6 months worth of terrible service, illegal posting to credit bureaus when my husbands name isnt even on the account, sending a bill to collections in my husbands name when his name isnt on the account, all because they make you sign a 2 year agreement. They make their money off people getting rid of them and having to pay the early termination fee.

March 19, 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 and is seeking a credit for half of the amount paid towards his service.
As previously stated, Hughes will be unable to issue a refund for the requested amount.  We have issued several credits to the account including a service credit of $65.98 and a credit that represents $20.00 off for (6) months currently on the account.
There is usage on the account which indicates **. [redacted] has been able to access the service. In addition, “Online activities such as viewing Websites, checking email, watching video clips or similar short streaming media” are activities that customers should be able to do with our service successfully. Heavy streaming such as watching [redacted] videos or continuous [redacted] videos can possible subject customers to the Fair Access Policy. “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.”
Using a router with our service is a third party application which Hughes is unable to troubleshoot. We can only troubleshoot our service directly and after diagnostic have determine that there is not a direct issue with our service.   
**. [redacted] would need to contact me directly for 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]

[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 reported this issue starting back in March of 2014, and I saw other customers who have posted on the HughesNet blog having the same issues with service since the latter part of 2013.  It is now August 2014.  This is not a resolved issue.  Giving me credit on the account of $20.00 for only 3 months does not resolve the fact that when my data is restored on the 21st of each month that all my allotted data is gone before the month ends (in other words, all 5000MB of the anytime data and some of the 5000MB of bonus data is gone by the 29th or the 30th of the month).  I see large upload and download spikes during the times I am asleep or away from home on the Usage page of the website.  And there is no one using the wireless or hard wired connection.
Each month, I complain and they add data tokens but haven't resolved the issue.  I have had the HughesNet HT1100 modem replaced and the receiver/transmitter on the satellite dish replaced and that did not fix the problem.  At the present time, I have disconnected my wireless router from the HughesNet modem starting prior to 12 noon on 8/7/2014 and it is still not connected now, and there is constant data depletion each hour on the hour uploading and downloading (showing on the Usage page of the online dashboard), and only the power cord and the coaxial cable coming in from the satellite dish is connected to the HughesNet modem.  There is not local area network (LAN) cable connected to the HughesNet modem and the power adapter is unplugged from my wireless router, so it has no power going to it at all.   So there is no possible way for anyone to be able to transmit or receive data since around 11:45am on 8/7/2014 until presently while it is still not powered on.
This has been very frustrating each month: I have called each and every month, and I have received calls from HughesNet technical support.  Many times, they call and do not leave any messages of the call and I have to call back and each time I call I have to explain the entire scenario over and over again, unless I'm lucky enough to get a technician to whom I have spoken.   I don't think most of the HughesNet customers are on a first name basis with the tech support department, and if the service was not having this issue, I would not be either.
 I am really not satisfied with the performance of the service.  And I like I have explained in the past, I am a computer technician with almost 20 years of networking and LAN experience.  I know how to diagnose and troubleshoot various IT issues, and I do know what I'm talking about when it comes to this matter, so they cannot talk over my head technically.
I just want HughesNet to provide the service they promise and for which I pay.
I have attached a screenshot of my online usage today.   I left home at 8am and the modem has been disconnected since Thursday morning.
Regards,
[redacted]

July 21, 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 third rebuttal letter to the Executive Customer Support division of Hughes, we are still requesting information to be able to access the account in question. To reiterate, we would really like to be able to try and resolve **. [redacted]’s issues but we need to be able to locate the account. If **. [redacted] is able to determine what number was used to access the account by customer service we will be able to investigate **. [redacted]’s billing 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.  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 7, 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 contacted [redacted] to resolve the outstanding matter.  It is our understanding that [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s account was activated on July 28, 2014 and requested to cancel her service on July 29, 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 $441.78 and that amount has been refunded to the card on file. In addition, we have created a complimentary dispatch to deinstall the radio from the dish so that her equipment can be returned. Our records indicate that an order has been created to have a box and prepaid label sent to her. We informed [redacted] of our decision on August 7, 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,  Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted] 
We am rejecting this response because:  We are being told if we have issues with the equipment we are renting each month we will have to pay a express repair to have it repaired.  So what other company do you rent equipment from that chargers you to fix a problem with there equipment.  We have never had an issue with the data usage and exceeded allowance as stated in this response and the previous one.  At no time were we informed or was a troubleshooting call made.  The wire out side was tightened and the problem has not happened again.  So when we could not use our internet  for several weeks due to this problem on and off it was in the equipment outside and I still had to pay for this service.  This company has very poor customer service, charges it's customers to fix there equipment when it is being rented each month.  We would not recommend it to anyone. 
Regards,
[redacted] and [redacted]

HughesNet is the worse! Service never worked, they never resolved the issues, and charge outrageously for ending service if moving, but the service never worked! They should not be allowed to charge your card even after you have cancelled services w/ them. The worst company I've used for internet service

June 9, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on November 11, 2013. On May 17, 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 $325.00.   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 $225.00 to her account representing more than half of the early termination fee. Our records indicate that we sent out a replacement modem in April, but have yet to receive the old modem which has a charge of $125.00 if not received.  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]

We were recommended this service by their sales dept. and decided to try it out as our system was slow. However this was slower and complained the first week, technical support trouble shot. but was to no avail. Spoke to TECH SUPPORT, BILLING to resolve the issue or just take it away. They requested a cancellation notice? Question was what service? as we had not even successfully used for one full day. After which we were asked to pay $ 800.00 equipment fees and $ 400.00 termination fees. After much argument with all departments we were referred to top management who gave the following offer as the resolution, a reduction of $ 110.00 or freeze the A/C for 6 months to give us time to decide whether we want to continue or not. The slow result was because and it was established after 28 days that I was using a PMS software which was an I- cloud based system that reduced the strength by 50 to 75%. As this was not mentioned by us we were at fault, this was not asked of us at the time of purchase either. I asked why? do they not have a window for customer satisfaction IE whether the service provided is satisfactory to the customers need and if not then no charges should apply. This cry was to no avail.
This complaint is in the hope that this company will change its attitude towards their customers and their satisfaction policy. Hopefully nobody else will get caught in the way we just got ripped off.

How is it possible this company has an A+ rating on Revdex.com? They have one positive review and 248 negative. They have almost 3,000 complaints! What is the sense of rating them if it is completely misleading. This company is awful. Terrible to no internet service, except for the 1st month,when they give you unlimited access and no restriction in speed. Then it is unusable, but you chance to opt out is gone after 30 days. I waited a year and negotiated a fee of $235 to get out. The debited my account $405. I contacted them and they said it would be 45 business days (9 weeks!) to cut a check. Complete liars and terrible service. Shame on Revdex.com giving them an A+.

I upgraded my service to accommodate for the lack in access and was signed up for an additional 2 years of service to which I never agreed. I tried to cancel the service to which they would charge me a monthly charge for the rest of said contract. 5 years of my life wasted. 5 years of on time payments and sy service is all that I have to show from these "services" is no understanding and forced to pay the last two months even though I was not able to access the internet for 3 weeks.

I am a widow. I called the technical department to get an upgrade to my satellite internet service. Was told I needed to put the account in my own name first, so I faxed the death certificate of my husband to the billing department as requested. I have a transmission confirmation. When calling billing and account department the next day, I was told they did not have the faxed death certificate, they had to confirm, I was passed around to 4 different individuals, 2 calls were dropped. On calling again I asked for a supervisior to call me, seemed to be impossible, I hung up in frustration after 2 hours. Two days later I tried again, this time reached one person who finally transfered me to an account management department, where I was able to open a new account, and schedule a serviceman to come out the next morning for a new modem and update to different satellite. I received an e-mail confirmation of new account, and guess what! The account was STILL IN THE NAME OF MY DEAD HUSBAND!

November 29, 2016   Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [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 service.Our executive customer care representative reviewed all pertinent database records.  At the time of sale; Hughes can only estimate what plan would be a great fit for customers. If customers’ continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance.“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.”“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 Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event the service was cancelled 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 cancellation policy. The full terms may be viewed at legal.hughesnet.com.The last troubleshooting efforts indicated Mr. [redacted] was subjected to the Fair Access Policy which is a tangible part of our service. In light of Mr. [redacted]’s issues, Hughes has issued a credit of half the early termination fee in the amount of $192.50.  The remaining amount may possibly be negotiated by contacting the collections department at ###-###-####.                                                                                          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, E F[redacted]Sr. Executive Customer Support[redacted]

July 22, 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. 
 
Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted].  Relative to [redacted]’s concerns, “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.”
 
Regarding [redacted]’s request to cancel without penalty, please be advised that when Mr. Fairchild subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled his service within his contractual 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.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of the difficulties [redacted] has experienced with our service, we issued credit to the account or half of the early termination fee in the amount of $200.00. The remaining amount needs to be paid of $374.56 to bring the account to a $0.00.
 
[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
###-###-####
[email protected]

June 2, 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 and seeking a refund.
 
After further review, we have issued a refund of $119.86 that was charged after cancellation which applied to the credit card on file 05/06/2014.
 
In light of the difficulties **. [redacted] experienced with our service; Hughes has issued the additional service fee refund of $50.73 to the credit card on file.
 
Unfortunately, we will be unable to issue any additional refunds.
 
**. [redacted] may contact me with any additional questions.
    
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

August 30, 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 December 10, 2015. On June 16, 2016, Ms. [redacted] called to request to cancel her service and declined to troubleshoot the service. Ms. [redacted] was informed of the early termination fee in the amount of $325.00 for the internet service and $170.00 for the phone service as a result of canceling during the 24 month commitment 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. When Ms. [redacted] began her service she was subscribed to the Hughes Gen 4 Choice package which was $49.99, the modem rental of $9.99, express repair in the amount of $11.95, Hughes voice service in the amount of $29.95 plus taxes. Ms. [redacted] was also receiving a $10.00 service credit for both the internet and phone service for three months. On February 8, 2016 Ms. [redacted] called customer support to report browsing issues and was informed that she had exceeded her data allowance and was offered an upgrade to the Hughes Gen 4 Prime plus at no cost for one month. After that month the Prime plus plan was $59.99. The $30.00 difference in cost that Ms. [redacted] was experiencing was a result of the $20.00 in service credits expiring and upgrading her service plan from $49.99 to $59.99.
 
 
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. All customers have 30 days to cancel without penalty. Please be advised that there were no issues with the service and Ms. [redacted] declined to troubleshoot and stated she needed to cancel for financial reasons. With no opportunity to address technical concerns we can’t justifiably waive the early termination fee however as a courtesy we will issue a credit in the amount of $249.79 to cover half of the early termination fee and that amount will be refunded to the card on file.
 
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]
[redacted]
[redacted]
[redacted]

October 26, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear Mr. [redacted]In response to your letter it is our understanding...

that Ms. [redacted] has some concerns regarding her service and the return of the radio.  Our Executive Customer Care representative reviewed all pertinent database records. After further review, please be advised that when Ms. [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. For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.After further review, Hughes issued a refund of the equipment fee in the amount of $220.00 to the credit card on file 10/16/2015. 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,E. F[redacted]