Hughes Network Systems

I am moving to Madison Heights, VA from Fairfax, VA. We have tons of internet options. TONS! Where we are moving, we have HughesNet. I called to set up service and was told I had to buy the dish for $399.00. I have a year lease and an awesome credit score, why can't I lease the dish for $9.99 a month like advertised on the site? Well, I didn't qualify....fishy! So I told the guy I would call back. Today....I qualify to lease the dish. But even though they are the ONLY carrier in the area AND I have a dish installed on my house now (the previous tenants also had Hughesnet) they are STILL charging me a $99 install fee. And if I cancel before 24 months I could pay up to $400 to terminate my contract. I have a year lease! A YEAR! I can't begin to tell you how ripped off I feel. I don't have any options and the one I do have knows they have me in a tough spot and is taking advantage of it. I hope their service after installation is great because I am super unimpressed now and feel very taken advantage of.

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 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 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]

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###-###-####

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]

My brother, Lee W. T[redacted], a wheel-chair bound disabled ex-Marine, requested HughesNet to discontinue his internet service. They requested a fax of his power of attorney so that his and my mother could authorize the disconnect. We faxed the information; the transmission sheet states it was received by HughesNet on 06/29/201 at 8:12 AM, 7 pages, Status OK -- V.34 AM31.
Almost two months later HughesNet notified my mother that they had not received the fax. I do not believe them, and believe they are culpable of their own inefficiency. I phoned their customer service number and requested a mailing address so that I could send the power of attorney by registered mail, to which they stated they did not have an "address." This ridiculous response is asinine; surely they have a legal department as well as a complaint department. It is obvious that they do not want to deal with any complications they do not consider worth their time. This corporate giant is concerned about their bottom line, not their customers.
I asked why I should refax the power of attorney to the same fax number if they did not receive the first one; how could I be assured they would receive the second one? They said that I had to resubmit the fax anyway; that they did not have an address other than billing and accounts. So I refaxed the information and included the original transmission sheet, using the exact same fax number HughesNet gave us for the initial fax.
This company is one of the most belligerent, arrogant and self-centered establishments I've dealt with in a long time; they are deceptive in my opinion and seemingly incapable of expressing any form of redress that will accommodate their subscribers. I understand that the staff must repeat what corporate has told them, but this kind of indifference must be stopped.
Disabled persons, especially ex-Marines and other armed service members who have served their country, should have a little common respect afforded them from the corporations who have benefited from their service.

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

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]

[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]

I signed up for Hughesnet's service after researching companies that offered internet in my area. There were only 2 companies available so I chose Hughesnet. The customer service rep I signed up with was very nice, but it turns out that everything he told me were lies. He said the service was enough to run phones, fire TV's, and computers for work and school. Once the service was installed, it buffered constantly and I was only able to use 1 or 2 devices at a time. When I tried to VPN into my work network, I was cutoff or it buffered so much I wasn't able to use it. I'm taking classes online for work and I wasn't able to work on them either because some of my tests are timed and the internet would buffer and cut me off. It was very frustrating so I decided to call and cancel. When I cancelled, it just happened to be about 2-3 weeks past their "30 day trial period" so they wanted to charge me $400.00 as an early termination fee. They worked with me a little, but would only come down $150.00 so I'm still stuck paying $250.00 for awful service, awful customer service and lies. I just want people to be aware that if you live somewhere where Hughesnet is offered, DO NOT USE THEM! It's better to use your cell phone data or go to M[redacted]

March 18, 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 HughesNet service and is seeking a refund.
 
At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes.  Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS. When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.
 
Regarding [redacted]’s request, Hughes will be unable to issue a refund for half of the service paid. However, as a courtesy we did waive half of the early termination fee on 02/23/2014 in the amount of $177.50.
 
There is a current balance on the account of $225.00 as a result of a disputed charge. This amounts needs to be paid to bring the balance to $0.00.
 
A box was sent to the address on file for the successful return of the equipment which needs to be returned within 45 days if the cancellation date to avoid being charged an unreturned equipment fee.
 
If [redacted] has any additional questions; she may contact me at the number below.
 
 
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
###-###-####

[redacted]
 
[redacted]
 
[redacted]       [redacted]
 Complaint ID [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 his HughesNet service.   Our Executive Customer Support reviewed all pertinent database records and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’ concerns and expectations relative to his account. This complaint sounds as though it was intended to be directed to [redacted], however if [redacted] has an account number or phone number for a Hughes account that can be used to access the account per his letter, we will be able to contact him and attempt to resolve his complaint.  We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  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 D. W[redacted]Executive Customer Support###-###-####[redacted]

April 23, 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 the account is registered to [redacted] and was activated on August 31, 2013. On April 6, 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 $340.00.   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 $340.00 to her account representing the early termination fee. In addition we have credited the account for two months of unused service as a courtesy and a refund of $99.98 was issued to the card on file on April 7, 2014. Regarding **. [redacted]’s concern of the tech removing the entire dish and patching the holes from the install, Hughes’ subscriber states that Hughes will only remove the radio from the dish. The location and install was signed off on. There is no documentation to support the service not working since the install in August. 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]

April 16, 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 the executive customer care division of Hughes, we attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service and is seeking a refund for returned equipment. 
 
After further review, we are unable to locate the unreturned equipment fee **. [redacted] is referring to related to her account.
 
We would need the account number associated with the fee or a credit card statement reflecting the charge.
 
We left a message for **. [redacted] on 4/16/2014 and we are awaiting a return call to resolve her complaint.       
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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 27, 2014
 
[redacted]
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 HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on November 21, 2013. On February 8, 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 $385.00. 
 
Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
 
In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $385.00 to his account representing 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,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

**. [redacted]
Trade Practice Consultant
0in 0pt; text-align: justify;">Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
Case# [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 service.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern.  As a result, Hughes has applied a one-month service credit to his account in the amount of $92.38. 
 
We are currently looking into **. [redacted]’s account for any underlying issues.
 
**. [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]

[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: It does NO good for me to call them to fix the problem as they claim ?, as it continues
to exist regardless of what they claim it's resolved (NOT). MY computer is still freezing in the middle of banking,etc,dowloading
taking 10-15 minutes to do so. As long as they continue to bill me for nothing, I will continue to report them to you and the FTC.
Unless they come and take their equipment out (NO money out of my pockets),these complaints WON'T STOP / MONTHLY.Regards,[redacted]

Can you say bait & switch. I was told that my installation fee was waived and that I had to pay $99 for a "spot" on the satellite. I am cancelling my service after 40 days and they are charging me a $400 early termination fee and will not refund my "spot" on the satellite. I have asked to cancel the service effective today and they refuse and said it will not be cancelled until the end of my billing cycle...this must be so that they can continue to bill me for service I'm not using. They also won't send me a box to send back their equipment until the end of the billing cycle. This is the absolute worst service I have ever experienced and the customer service people have apparently been trained on being obnoxious and argumentative. STAY AWAY FROM HUGHESNET!!!

[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]

May 4, 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 her HughesNet service.
Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period.  Consequently, we believe that we have a contractual right to assess these fees.  However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.
After further review, the account has been cancelled dated back to the original request as of 2/24/2014 and the early termination fee has been waived. There is a remaining balance of $304.39 which is the unreturned equipment fee. In addition, we have resent the box to the new address which should arrive in 5 to 7 business days.
**. [redacted] would need to contact me once the equipment has been mailed back to adjust the additional fee 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. 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]