Hughes Network Systems

July 8, 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 is seeking to cancel without penalty.
 
After further review, **. [redacted] has contacted our technical support on several occasions in regards to having issues with her phone service and internet service.
 
In light of the issues **. [redacted] experienced with her service; Hughes has cancelled the account and waived the early termination fee. The equipment needs to be shipped back within 45 days after cancellation to avoid being charged an unreturned equipment fee. A box will be shipped to **. [redacted] in (5) to (7) business days after cancellation.
 
We notified **. [redacted] of our decision on 07/08/2014.
     
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. 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]

February 19, 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 her HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on December 6, 2013. On February 2, 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 $400.00. 
 
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 $400.00 to her 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]

July 14, 2016

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Mr. [redacted]
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
[redacted]
 
 
Dear [redacted]
 
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s account was activated on June 5, 2016 and requested to cancel his service on June 18, 2016.
 
Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Mr. [redacted]’s account has be credited the disputed amount of $156.75 which is the total amount paid and that amount has been refunded to the card on file. 
 
We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
 
Very truly yours,
 
 
Darron ** W[redacted]

December 10, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re:       [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 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 June 9, 2014. 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.” 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. Hughes service will
work with some online games but doesn’t recommend the service real time online
gaming. 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. Relative
to [redacted]’s concerns about unexplained loss of data, any device that is capable of going
online can drain your usage - such devices include but are not limited to
computers (desktops, laptops, [redacted], or PCs), tablets ([redacted], PC pads, readers,
etc...), phones (any smart phone in your home), TVs (most TVs today are
equipped to go online - this will add to your usage), online gaming devices
([redacted], etc...) and in some cases home appliances that
communicate to you (thermostats, fridges, etc...). If you have any gaming
devices in your home, please remember that software updates for online games
are frequently high in bandwidth and that more often than not, online gaming
devices update automatically by default. We ask
customers to take a screenshot of their status meter that shows how much
bandwidth or data allowance they have available and then unplug the LAN cable
from their modem and or router (if they’re using a router) and take note of the
day and time it’s unplugged. Leave it unplugged possibly overnight or while at
work and then plug it back up. What the customer should see is there has been
no change or usage during the period of time that the LAN cable was unplugged
from the router and or modem. This is the most effective way to troubleshoot
the issue and if
[redacted] is still having issues with unexplained data loss we are happy to
schedule a call with advance technical support to further troubleshoot his
service to insure that it is operating as it should.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:
This is a generic response from this company. My wife and I have spent countless hours talking to technical support throughout this company. We have also unplugged our modem and router completely as instructed during a test cycle. During this said period our data dropped. We were then informed by the representative that it was an acceptable decline that they don't have an issue with.
[redacted] does not play at our residence. We can barely get videos to load on our technical devices let alone an entire movie. I have yet to find any game capable of being correctly played online with this service. The reason for this issue is the unreliability of the service which is in no way, shape, or form described or mentioned to you in any way upon obtaining the service. 
My family pays around 170$ per month for hughesnet service. We have the 20 gb plan and constantly run out so we buy tokens to renew our service speeds. We have asked multiple times if there is a higher package available and have always been told no. This is the first time of ever hearing of a 50 gb package deal.
The package we pay monthly for is described as a 15 mb download and 2 mb upload. This is not the case. Multiple test have been ran. Highest speeds have been 4 to 7 mb download and 250 to 750 kbs upload. These speeds are what causes the severe lag issues we have, rendering us to basically use this service to surf the Web and email. If we received the actual speeds we are paying for there would be no issues. 
Regards,
[redacted]

August 11, 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 charges to an account thought be closed. 
 
[redacted]’s account appears to be associated with [redacted] and she would need to contact ###-###-#### to bring closure to her concerns.
 
[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. 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, 
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]

I received all equipment from Hughnet . I was not stratified with quality of product, which was the wireless telephone and Internet . I used it for one week paying $187.00 . Was told that my money would be refunded but now after they receivied equipment I called and I will not get a refund. I live out in the country and needed better internet and the telephone was an added plus. I do not want others to call and use hughesnet although, they say installation is waived on television. This is not true.

I do not even know where to begin with all of the issues I have had since allowing this ** company to service my internet needs. Let me start with the fact that when I signed up I was offered free phone service. I found out the day my invoice was posted (and immediately debited from my back account, without my consent) that I was being charged $30 for the phone service. I was charged $60. I also ran out of data immediately. Found out from the customer service that we only had 10GB from 8 a.m. - 2:00 a.m. (Because that is when the highest streaming volume happens) and 50GB from 2:00 a.m. - 8 a.m. REALLY!!!!???? I had to call about my phone charge and was told that I had a 20 day grace period to cancel the phone service and the grace period was over and I will be charged $200 cancellation fee. I DIDNT EVEN KNOW I HAD SERVICE SO MY GRACE PERIOD SHOULD START FROM WHEN I KNOW I HAVE SERVICE!!! I said that and more to the agent and was promptly waived the fee and credited my account. However, I had just had the customer rep remove my credit card from their file so I would not be auto debited each month. I was not seeing a credit to me for my phone service after a few days so I called back...low and behold I need A CREDIT CARD ON FILE to receive my refund. I had to put I back on file for the refund. After I was refunded, I contacted them twice to remove my card info and it was not done. I was also informed on my second attempt to have my card information removed that if I choose to accept paper billing, I would be charged $5!!!! YOU ARE SERIOUSLY GOING TO CHARGE ME TO BILL ME FOR YOUR C[redacted] INTERNET SERVICE THAT I HATE WITH A PASSION!!!! I don't want auto debit because they don't even give you a chance to review your invoice before they take the money from you. THEN TODAY!!! I receive an email from them confirming with me that I activated the voice service on my account. OH NO I DIDNT!!!! I call and the rep says I do not have voice service activated...I don't buy it. I'm sure I will be charged on my next invoice. This company is the worst company I have EVER dealt with for anything in my life. I consider myself to be pretty patient, but I cannot hold back the anger I feel when I have to call theses is. Every time I see their commercial on television, it makes me angry. The Revdex.com is a joke if this company does not have an F rating. However, if you purchase their services, it's much easier for "their opinion" on the things they review to be that of a good standing company. DO YOURSELF A FAVOR DO NOT PURCHASE THIS SERVICE. I would rather look through and encyclopedia and send a handwritten letter to someone that deal with these jokers. I think it's funny that when you look at the complaints for this company there is a message stating that due to the high number of complaints, not all complaints can be shown. If my complaint makes it on the list, I will be shocked as I am also calling out the Revdex.com. Get it together. The Attorney General's Office needs to do something about this company and investigate its business practices. I will quit ranting because my blood pressure is peaked right now.

I purchased Hughes Net for my internet service, it has been very slow. The customer care and service have been even more frustrating. They have requested to do reviews and service checks every time I call, these checks usually take a couple of hours while I sit on the phone in front of my computer responding to their questions. I have had a tech come out and install a complete new system because they couldn't find any thing specifically wrong and so in an attempt to correct problem the whole system was replaced without improving internet speed. In fact it was worse after a couple of days that they were supposed to be auditing signal and improving it. I've been told they would elevate the issue and a manager, high level tech would be calling, first one William said he would stay in contact and make sure problem was corrected. The phone number he gave me went to a office recording requiring a last name to find an extension, I was not given a last name. Following phone calls have resulted in only more frustration and apologies from phone operators and still no help. All the time my credit card has been charged a monthly fee even though I've repeatedly complained and requested help. I am currently waiting for a call from a manager after calling back after waiting 6 days from last camplaint when I was told a manager would be calling within 48 hours. No one seems to know William.

April 21, 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 dated February 27 2009, to 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 service. 
 
Our executive customer care representative reviewed all pertinent database records prior to attempting contact with **. [redacted].  The 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. 
 
We are unable to send a log to **. [redacted] regarding our service; however she may view her usage amount at http://customercare.myhughesnet.com/.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’ frustration and concern. In light of the difficulties **. [redacted] has experienced with our service, we have issued a credit to her account in the amount of $71.16.
 
We left **. [redacted] a message advising her of our decision on 4/21/2014.
  
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. 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]

July 18, 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 records indicate that [redacted]’s service is actually registered to Suzanne Lancaster and was activated on June 9, 2013. At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes.  Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.  “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In the most recent speed and web response tests taken, the results indicate the service is operating as it should. We have offered [redacted] a complimentary diagnosis of his computer, router, web browser, etc. with Home Tech Support which Hughes uses to troubleshoot issues beyond the actual internet service. We have also agreed to have [redacted] troubleshoot with our advanced technical support agent if he is still experiencing issues after his Home Tech Support session. We informed [redacted] of our decision on July 18, 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]

July 24, 2014
**. [redacted]
Trade Practice Consultant
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 Support division of Hughes, it is our understanding that **. [redacted] has some additional concerns regarding her HughesNet service.
After further review, unfortunately, Hughes offer stands and will only be able to waive half of the early termination fee the balance is $192.50 which represents half of the early termination fee.
**. [redacted] would have signed the previous attachments at the time the technician installed the service.
**. [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]

I had one of the worst experiences with this company. The customer service always gives you the run around, never a straight answer. I called complaining about not getting service and it was never resolved. When I did get a signal it wasn't strong at all. I called the company several times and complained about equipment failure and I finally finished my contract with them.
When I canceled my terms with Hughes Net they wanted their equipment back. They sent a box and a check off sheet with everything they wanted back. I sent it all back to their check off sheet. Months later I got billed for equipment they wanted back. I had no clue what equipment they wanted back due to the months that went by (4 months). Now they want their dish off my roof back and they already charged me for it. I could NEVER recommend this company to anyone!!!!
I also noticed that the amount I was paying every month was a lot higher than they quoted me at first. These past 2 years have been nothing but trouble and a pain in my pocket book.

Service through Hughes Net (the only available service provider at the time) has been significantly dissatisfying. Customer service is awful. When signing a contract, we chose to pay the additional monthly cost (approximately $12.00/mo) for equipment repairs. When contacting customer service to request equipment repairs the customer service representative stated that they could not provide a cost for the repair because the technician charges when he/she comes out to conduct the repair. When the technician arrived, he stated that he does not handle money, but he would repair it regardless. During conversation with a technician, we asked how much it would cost to disconnect/cancel the contract would be; three weeks later we received an e-mail stating that the contract would be canceled at the end of the pre-paid service. When we contacted the customer service, again, they could not provide any answers, but were going to charge $325.00 to disconnect...and this disconnection was going to happen without our consent. They also stated that we had a $29.00 service fee for the technician service, which was a question that they previously could not provide an answer for. Then they stated that it would be a $25.00 fee to re-instate service that they were going to cancel without authorization. All this, might I add, with a fully paid (to current), never late, automatic withdraw customer. Consumer be ware, the service is sub-par, the customer service is by-far the worst I've ever experienced, their service desk is ignorant to their business, and their (albeit high) charges are inconsistent. We are completely dissatisfied with Hughes Net's service, but at the time it was the only service provider for our area.

I also fell into their trap, the worst people to work with can't get a straight answer out of anyone. Called with no service for 2 weeks after a storm, no heavy winds, to have tech. (after paying $125.00 service fee) tell me the company who installed the dish didn't anchor it to the roof, got an email from that company, well, never called me to set up appointment, finally called Hughes Net back and guess what they wanted another $125.00 to come out again, kept telling the person (who couldn't speak English) all I wanted was the phone number to the people who installed the dish, well finally got it. Called the company and they couldn't look up my account because I have had Hughes Net for more than 2 months their files only go back that far. So I have to go through H.N. first and pay another $125.00 to tell me what I already know. Not going to do that. I also have TV with a dish that doesn't move at all. All I want is the dish attached and pointed the right way, I didn't do anything wrong but they expect me to pay again to fix their problem, and I have to suffer for it, I am raising a grandchild and don' have all kinds of money lying around. So I guess I will have to pay the $300.00 for a early release from my contract just as soon as I can.

April 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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service and is seeking a complimentary dispatch. 
 
“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”
 
In light of the issues **. [redacted] experienced, Hughes has created a complimentary dispatch for a technician to arrive on site and preform a diagnostic. A technician will contact **. [redacted] for a convenient time to arrive on site.  
 
**. [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]

[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:The steps that it took to fix this issue should not be experienced by even the most pessimistic customer that they have.  I have called a number of times (should be on record) and faxed three times with the same response.  So when I was finally given an email address from only one representative of the Hughes Net service it finally went thru.  My rejection is for the remainder of the customers in my position that have been called up to deploy overseas and given a bogus facsimile number from these guys.  This needs to be fixed by this company ASAP before a simple Better Business Complaint becomes a class suit.  
Also since my account was carefully granted an exception on my refund.  Why not consider fixing the problems that led to this complaint.  My rejection of this response is simply not for me but for the next customers who run into the representatives like the Thailand branch who have no clue how to contact accounts management offices except by fax only that does not work.   Let's Keep Business Clean and really listen to the calls that you receive from customers to maintain quality assurance.
Regards,
[redacted]

When should I be expecting the refund to my account?
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]

On March 8th I called to cancel due to bad service, I was sold on an upgrade and a monthly discount to keep my bill the same with a credit that month of $70. On April 8th my bill was 70 dollars more. I called and had it pushed to May's bill because apparently they had no idea what was going on so I paid the bill for April and woke up to the extra 70 dollars credited separately from my bank account (without approval) with no email confirmation like requested for my approved payment. I have spoken to 3 representatives today, one hung up on me and another would just NOT transfer me to a supervisor at all. They told me I cannot get my money back and yesterday's promise could not be fulfilled, now I need to figure out how to pay my water bill. Thank you Hughes Net for such horrible customer service, it shows your true value and customer care. I should have just cancelled in March like I was trying to do.

[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 even though you cannot admit you tried to "slam" me. You go on to say how much I would have saved. No mention of virus malware infected status meter, confirmed by [redacted] tech.Regards, [redacted]