Hughes Network Systems

July 1, 2014

text-align: justify;"> 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]     
 
File# [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service specifically related to the unreturned equipment fee. 
 
Our Executive Customer Care representative reviewed all pertinent database records. Please be advised that our subscriber agreement contains specific language advising our customers “Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.” Lease customers’ are required to return the equipment within 45 days to avoid being charged an unreturned fee.
Our records indicate **. [redacted] was advised to return the modem, power supply cord, and radio on 02/19/2014 within 45 days to avoid being charged an unreturned equipment fee.
As a result of not returning the equipment within 45 days **. [redacted] was charge an unreturned fee of $210.60 on 05/01/2014.    
In light of the difficulties **. [redacted] experienced with returning his equipment, Hughes issued half of the unreturned cost to the credit card on file in the amount of $105.00. The refund can take up to (2) weeks to process.
**. [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 Care
###-###-####
[email protected]

August 27, 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 service.  Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with [redacted]. Our records indicate that [redacted]’s service was activated on August 13, 2013. [redacted]’s service was canceled on July 16, 2014. Due to the account being canceled within his contractual period, his account was charged $209.67 for an early termination fee. Relative to [redacted]’s concerns, our 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 each bucket ranges from 5GB to 20GB per month. [redacted] was receiving 5GB each of anytime and bonus bytes per month. [redacted] called in December of 2013 with concerns of exceeding his usage and that he was used to having unlimited data allowance with another internet service provider. It was recommended that [redacted] register his account with the customer management center so that he could see his usage real time as well as be able to monitor his usage. Regarding [redacted]’s concern that usage was happening without him using the service, usage can happen when you are using wireless devices, updates can be running in the background, etc. There were no reports or evidence of [redacted] having a problem with his status meter. 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. 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 $104.84 to his 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]

If you are a woman, DO NOT subscribe to HUGHESNET INTERNET PROVIDER!!!!!
2 years ago, when we moved here. I, A WOMAN, called and signed up to have Hughesnet Internet installed here in our house...
It was HORRIBLE service. Slow, expensive and so limited that even though I paid over $90 per month for what they claimed was their highest speed Internet access, I would have to buy additional tokens before the month ended because my internet allotment would reach its max and I would drop down to dial up speeds. In the two years I've had them I was never able to download a movie and even downloading hour long shows on the TV sometimes took days to accomplish. I could never dream of using a service like Netflix with HughesNet. Even watching a 3 minute video on Facebook sometimes took me up to 20 minutes with so much buffering it was impossible to even know what the video was about. I couldn't wait for my contract to expire......
Today was a joyful day! My contract with HughesNet is done and I had a new service provider come and set me up.
So you think that it would be simple to just call and disconnect HughesNet, but nooooooooo!
They had the nerve to tell me that they required MY HUSBANDS, Dave, PERMISSION for me to disconnect my service.....WTF??????
DAVE did not sign up for this service, I did.
Dave was not here when service was installed, I was.
Dave did not sign the contract, I did.
Dave didn't even sign the receipt for the install...Again ALL ME, ME, ME!!!!!!
Dave's name is not on the bill, MINE IS. I AM listed as the person who receives the bill and I AM listed as the person responsible for paying the bill.
DAVE has never paid any of the bills, they have always come out of MY personal account.
DAVE has never even used the service. Yes, my husband has no internet footprint at all. he has no email and he has never even surfed the web.
This bill, like all of them are ones I signed up and ordered when we moved. That's the way it's been the 25 years we've been married and that's the way it'll be for the rest of our lives.
I'm ALWAYS the one that orders anything that has to do with the house or any services we get. Ever!
So tell me WHY DO I NEED TO HAVE MY HUSBAND CALL AND GIVE HIS PERMISSION TO DISCONNECT?
THE ONLY REASIN Hughesnet even knows about Dave is because when I called up and ordered HUGHESNET, they asked me 2 questions.
#1 Am I married? Yes.
#2 Whats your spouses name. Dave.
That little insignificant split second out DAVE as the ONLY person allowed to make changes involving reducing or terminating service...
BUT, get this kicker. They had no problem talking to me and allowing me to UPGRADE our service package with more bandwidth, WITHOUT HIS PERMISSION.
When I was getting dial-up internet speeds at the $45 rate they had no problem upselling me their $90 package and they didn't ask Dave's permission for that. OH H[redacted] NO! Let the little lady spend money.... but to DISCONNECT?OH, THEN ONLY DAVE CAN AUTHORIZE THAT!?!?!?!
He had to actually call in himself provide them with information that I gave him to disconnect it. There was no way they were going accept a disconnect order from me and all they kept saying was that Dave is the only one "authorized" to disconnect service.
Talk about a misogynistic crappy piece of s[redacted] company! [redacted] What is this the middle ages? Or the Middle East????
Never will I deal with a company like them again. From now on if anyone ever asks me if I'm married when I sign up for any services I'm going to tell them NO! How dare you DISCRIMINATE AGAINST WOMEN IN SUCH A FASHION!

A quick warning to people who are considering Hughes Network Systems for internet services...
My Mother passed away in June. I called Hughes Network to cancel her internet. Sent a death certificate as they requested. Made a follow-up call to make sure they received the certificate. It is now the end of August and the company is still sending collection notices. Beware

The lack of customer service with this company is beyond astounding. We gave this company a try due to our service area does not have fiber optic lines. The prices are ridiculous, the service is horrible, there is little to no service and the bandwidth options are horrible. To cancel this service even with paying the early termination fee is like pulling teeth, they try to get around every corner possible to make you stay a customer, they sent me a box that had a picture of a modem and power cord to return, before sending this I asked what all I would need to send since they had place a satellite on my roof they assured me the only thing I would need to send is the modem and power cord that the satellite was part of the equipment being covered in the $355.00 early termination fee. I returned these items as pictured. I was advised that they took my payment method off file. Two months later I'm getting ready to pay my bills online and notice that my amount it my account is low I go to review the charges and low and behold there is a $216.00 charge from them. I called them and they advised me that the charge was for a radio transmitter which I had no idea what that was then they informed me it was a device attached to the satellite on my roof which was previously stated that I did not have to worry about that equipment, I demanded a refund they advised me that I would need to personally get on my roof and and detach a device I had no idea was, I told them this was not logical and the needed to send some to get it in turn they adv me to send a tech out to my house it would cost over $100.00, I advised them this was not going to happen in turn they waived the tech fee, but told me I would have to send the equipment back on my own dime again I told them that was not going to happen they sent a box in which they advised I would need to take to UPS and then contact them with a tracking number and they would process a refund, mind you I have had to contact them over 5 times within the past week about this issue, I dropped the package off then called them with the tracking # like they requested, only to be told thank you for sending the item back but we will need you to call us again in 24 hours before we can process you refund. I still have yet to receive my refund. This experience with this company who lacks customer service skills was a nightmare.

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 previously 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 upgraded to Gen 4 service on January 8, 2014.  Regarding [redacted]’s latest concern, as previously indicated there was a credit of $315.93 applied to the account on May 13, 2014. The system will not generate a refund on an active account; therefore it remained on the account as a credit balance. The May 23rd bill in the amount of $59.99 generated and was applied to the credit balance of $315.93 resulting in a current credit balance of $255.14. At this point, since we agreed to refund the credit balance of $255.14 has been manually refunded to the card on file and [redacted] should be able to see that refund within 24-72 hours depending on her financial institution.  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]

May 8, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington, DC 20005-3404 Re:       [redacted]Case #  [redacted] Dear **. [redacted]: In response to your letter dated April 28, 2014, to the Executive Customer Care division of Hughes, to the Executive Customer Care division of Hughes, we have attempted to contact [redacted] with our sincere interest in resolving the outstanding matter.  Unfortunately, we have been unsuccessful in establishing contact with [redacted] to date.  Consequently, we are unable to determine if [redacted]’s concerns have been fully addressed. We would like to request additional methods for us to reach [redacted]. Please provide a different phone number where he can be reached and/or email address.   Our Executive Customer Care representative reviewed all pertinent database record. Our records indicate that **. [redacted]’s account was activated on January 30, 2013.  **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds.  After evaluation, it was determined that **. [redacted]’s service was performing within acceptable parameters, but she continued to be dissatisfied with her service. Considering **. [redacted] overall experience, Hughes has agreed to waive **. [redacted]’s $235.00 early termination fees, along with a $38.28 service credit. On April 25, 2014, Hughes removed **. [redacted]’s account from collections, waived the $ $597.28 claim, and ceased all collection efforts.  While Hughes does use a collection agency, Hughes does not report information to any credit reporting bureau with respect to our customer’s accounts.  **. [redacted]’s account currently holds a zero balance. We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request 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.  Sincerely,  WilliamOffice of Executive Support###-###-####

August 5, 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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s account was activated on October 15, 2009 and initially requested to cancel her service on May 23, 2014 but the account wasn’t canceled because there was an agreement to suspend the service.  Regarding [redacted]’s latest concern, per her request we have canceled her 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]

[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 provided a copy of my postal receipt inside the box with the equipment HughesNet has already acknowledged receipt of on 2/24. This, along with a detailed letter and a copy of my bank transactions, were in a sealed envelope with "Attn: Customer Refunds" on the outside. 
 
HughesNet has already shown they are fraud and liars in their previous response by stating they attempted to contact me PRIOR to deducting unauthorized funds from my checking account. This is a flat out lie!! HughesNet did not have any issues sending me several emails, including a statement advising nothing else was due on my account, AFTER my service was disconnected. They did not mail me any notice..... they did not call either of the two numbers they clearly have on file, or I would not have received a return call the evening I filed this complaint. They are clearly not accepting any fault in this situation at all, nor are they even entertaining the fact that the Agent I spoke to on the phone, the day I canceled my service, advised me I DID NOT need to return any portion of the dish equipment itself, only the modem and power supply. Instead, they had enough nerve to call ME a liar on the phone instead of apologizing for any confusion, accepting the fact this could have been said to me, etc.
 
They did not make ANY attempts available to them to contact me or to resolve the issue of the unreturned equipment. The ONLY notification I received, was their unauthorized withdrawal of funds from my bank account. This unauthorized withdrawal, caused me overdraft fees in the amount of $112, which I myself did not cause. HughesNet appears to think they are above normal Legal processes and proper notification to Customers prior to taking such DRASTIC measures. They not only defaulted on their portion of the contract in providing the service I was promised, but have also taken illegal action with my checking account. I was advised, not only on the phone, but also in an email, there was nothing further due on my account. If they did not contact me to advise otherwise, why would I think there were any outstanding issues? I took the time to box the modem and power supply, with the pre-paid label they provided, why would I not return a piece of equipment (totally useless to me) as well? Then, to have a UPS driver show up at my home, unannounced, to pick up this same box. This, clearly reflects the integrity of HughesNet and how they operate as a whole. They provide a pre-paid UPS label with the packaging they send me, then pay for a UPS "Call Tag" to come to my home UNANNOUNCED on top of it??? This is the worst ran company I have ever seen in my life and I can't believe they are still in business.
 
If I do not receive a full refund for the $112 in overdraft fees they have caused, in addition to the out of pocket expenses of $16.80 it cost me to return useless equipment, for being LAZY with the lack of a simple phone call, mailing a notice or a simple email, , I will have no choice but to file Civil Suite against them. I have already spoken my personal attorney and several Civil Suite Attorneys and they are more than willing to file claim against HughesNet on my behalf. It appears there are many previous Customers this has happened to as well and they also are willing to join this law suite for ill treatment and "Unauthorized Withdrawals".
 
Having a "Contract" with someone, does not mean they are exempt from standard Collection Laws.
 
Thank you for your assistance in your attempt to resolve this matter. However, if this is not resolved quickly, I will invest my time with a more efficient method, as it is clear HughesNet does not care how they treat anyone, especially their own Customers!!
Regards,
[redacted]

August 12, 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 service was activated on September 18, 2013. On May 5, 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 $314.90.   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 total credit in the amount of $314.90 to her account representing the early termination fee. Initially Hughes had waived half of the early termination fee. As a one-time courtesy we have waived the remainder of the 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]

September 11, 2014

text-align: justify;"> 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
 
File# [redacted]
 
In response to your letter to the Executive Customer Care division of Hughes it is our understanding that [redacted] has concerns regarding his HughesNet service. 
 
Our Executive Customer Care representative reviewed all pertinent database records.
 
After further review, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that “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.
After further review, Hughes did issue a $100.00 credit to the account on 04/24/2014 which applied to the early termination fee.  We have also issued a $100.00 credit on 09/11/2014 that applied to the remaining unreturned radio fee. The amount due it is $0.00.  
[redacted] may 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,
 
 
Ecole F[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:
There is a 30 day customer service guarantee (anyways that's what Hughes Net claims). This was cancelled on the very day it was installed. They committed fraud when they sold me their service.  The last time I checked "bait and switch" is a form of fraud. They are the ones at fault not me. I refuse to pay them to come and get their equipment when they are the ones that committed the fraud. 
I saw no where in their response about the fraud that their company committed. Have I made it loud and clear why I'm rejecting their response!
Regards,
[redacted]

I moved in May and wanted to transfer my Cable and Internet provider. My internet provider was not available in my new area. So DirectTV suggested I use Hughesnet for internet service. Hughesnet is definitely the worst internet provider on the planet. They are worse than dial up. We could not do anything with this company. After months and months of disputes with how slow their internet is. And them not being able to fix any issues. I got a new internet provider. But Hughesnet then charged me almost $400.00 because I cancelled their poor service. They also charged me an installation fee when it was supposed to be free. Lies!
Why do you DirectTV support such a fraudulent Company? I feel violated by both companies. Do not do service with these companies. They definitely have learned how to take peoples money but do not provide the service they say they can.
Disappointed.
Lynette

I ordered HugheNet 2 months ago when I moved to a location [redacted] didn't reach. I was never told of a contract and they stated that I would be able to do my normal internet activity, but not online gaming. Every month we run out of data that they claimed would be enough. I upgraded my service thinking it would help, but all I'm doing is throwing my money away. Their commercials on TV claim that they have fast uploads and that you can stream movies and TV shows with no problems. I can't even watch a 30 video on Facebook without it buffering every 2 secs. They are deceptive in their advertisements and are not honest with you when you call to sign up. I will never recommend this company to anyone. I will be sure to steer them away if can. This service is ridiculous.

[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]

April 23, 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]’ account was activated on February 20, 2014 and requested to cancel her service on March 20, 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]’ account has be credited the disputed amount of $83.49 and that amount was 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]

Company uses deceptive advertising and sales tactics. Start you at the lowest rate plan which for most users is insufficient. Download and upload speeds are highly erratic. I currently pay for a plan with the fastest speed and largest data allowance. Using the HughesNet speed test about once a month (it often doesn't work) I've recorded download speeds under 10 mbps 6 times. Other times download speed is as high as 24 mbps. The slowest was 636 kbps. When I call about credit for no service I'm told I must call back AFTER my 30 days of service is completed and a new cycle begins.

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 contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service.  Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with [redacted]. Our records indicate that [redacted]’s service was activated on December 16, 2013. Relative to [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. We spoke in detail to [redacted] about her experience with customer service and we understand the importance of being given the correct information at all times. We take those matters very seriously and will certainly look into [redacted]’s interactions with our customer support and provide coaching as needed to prevent these kinds of escalations. We have issued a credit to [redacted]’s account in the amount of $40.00 to represent a half month service credit. We informed [redacted] of our decision on June 9, 2014.   We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

April 30, 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 the account is registered to [redacted] and was activated on March 26, 2014 and requested to cancel his service on April 8, 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 $51.48 and that amount 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]

April 24, 2014

"Tahoma","sans-serif";"> 
In [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted] [redacted]
 
File# [redacted]
 
Dear [redacted]
 
In response to your to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his Hughes service and is seeking a credit to the account representing the early termination fee. 
 
Our executive customer support reviewed all pertinent database records. **. [redacted] disputed the early termination fee of $355.00 with his financial institution. When a credit card company rules in favor of the customer, it does not resolve the account status with Hughes. **. [redacted] received the $341.46 refund from his financial institution. However, the customer must work with Hughes to resolve the overriding issue for the disputed charge which bounced back to the account in the amount of $341.46.
 
Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he 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.
 
In light of **. [redacted]’s issues he experienced with our service; Hughes has waived the early termination fee of $341.46, bringing the amount due to $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,
 
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]