Hughes Network Systems

July 20, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear...

Mr. [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. We have previously sent multiple responses concerning Mr. [redacted]’s account under complaint ID [redacted] Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that the service was activated on March 31, 2015. As Mr. [redacted] mentioned, his wife was the person that called and inquired about service and with his permission allowed his SSN to be used to qualify for the lease option which in turn makes him the account holder. The SSN isn’t used for any other purpose. On May 14, 2015, Ms. [redacted] requested to cancel the account and was advised that the account holder needed to make the request and was reminded of the terms and conditions.  Currently the account is still active and the account holder needs to call 1-866-347-3292 to request to cancel the service. If the service is canceled at this time there would be an early termination fee added to the account in the amount of $385.00 We requested a sales call review to determine if the correct information was giving regarding the early termination fee during the sales call and the results of the sales call review determined that the correct information was provided.  The results of the sales call have determined that the proper information was given pertaining to the 24 month commitment. The early termination fee is valid if Mr. [redacted] still wishes to cancel his service. Mr. [redacted] must contact customer support to request to cancel service. Please find the results of the sales call review as follows; the agent read our required Service Term disclosure, during the T&C’s of the sale. We spoke with spouse, [redacted] for the whole call/order.24:23 Agent read service term disclosure: The contract term is 24 months. If you cancel after activation but before the end of your term, you will be subject to an early termination fee of up to $400. You must return your equipment within 45 days of canceling your service to avoid a $300 unreturned equipment fee. Thanks,  Regarding Mr. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties Mr. [redacted] experienced with our service, we will issue a credit of $192.50 to his account representing half of the early termination fee.      We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  Darron W[redacted]
[redacted]
[redacted]
[redacted]

[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]

September 10, 2015 Mr. [redacted]
[redacted]Revdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID...

[redacted]  Dear Mr. [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that the service was activated on May 12, 2015. On August 24, 2015, Mr. [redacted] account was cancelled.  As a result of cancellation within his contractual agreement, Mr. [redacted] account was charged an early termination fee in the amount of $385.00.   At the time Mr. [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.” 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. Regarding Mr. [redacted] concern with Hughes’ data allowance, Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month.  Relative to Mr. [redacted] 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]s, 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], [redacted], [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.  Regarding Mr. [redacted] request to cancel without penalty, please be advised that when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted] circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit of $385.00 to his account representing the early termination fee. 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]
[redacted]
[redacted]
[redacted]

July 31, 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, it is our understanding that [redacted] has some concerns regarding his HughesNet service and is seeking to upgrade his service successfully.
 
After further review. Hughes will like to process [redacted]’s upgrade in a timely manner. Hughes will process a free upgrade charging his monthly service and any additional non-standard fees billable by the technician.  
 
If [redacted] would still like to upgrade his service he 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.
 
Sincerely,
 
 
Ecole F[redacted]
Executive Customer Care
###-###-####
[email protected]

August 08, 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.
Our Executive Customer Care representative reviewed all pertinent database records. Relative to [redacted]’s concern, at the time [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. “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.”
After further review, we have created a complimentary dispatch for a technician to arrive on site and check [redacted]’s system components to uncover any underlying issues with his service. A technician will contact [redacted] directly with a convenient time to come to his site.
[redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating at http://customercare.myhughesnet.com.
 
[redacted] would need to contact me with any additional questions at the number below.
[redacted] would need to contact me at the number below to bring closure to his concerns. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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]

May 15, 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 reviewed all pertinent database records prior to attempting contact with **. [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of **. [redacted]’ concerns and expectations relative to his account. If **. [redacted] has an account number or phone number that can be used to access his 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,  [redacted]Executive Customer Support###-###-####[email protected]

August 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 his HughesNet service. 
 
“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.”
 
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]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy.
 
In light of the difficulties [redacted] encountered with our service, we have cancelled the account and issued a refund for half of the early termination fee. In addition, a box and prepaid label and box will be sent to the address on file for the successful return of the equipment. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.
 
[redacted] may contact me at the number below with any additional questions.
 
We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
Ecole f[redacted]
Sr. Executive Customer Support
[redacted]
[email protected]

May 20, 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 his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on July 6, 2013. On February 3, 2014, **. [redacted]’s account was cancelled.  As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $300.00.   We have confirmed with **. [redacted] that his account has been closed successfully and the balance on the account is $0.00. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $300.00 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]

June 17, 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 service.  At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers on our billing policies.  “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at www.myHughesNet.com. If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement” Regarding [redacted]’s request to be refunded in full dating back to August of 2013, Hughes’ subscriber agreement states that any billing dispute must be made within 15 days of being charged. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our billing policy. A credit of $235.29 representing three months of service has been placed on the account. That amount will be refunded to the card on file. Between December 26, 2012 and May 26, 2014 there were no calls into Hughes on this account and the only documented request to cancel was on May 26, 2014. We can’t issue a refund in full as requested because it is the responsibility of the consumer to track charges that are set up as automatic payments from a card or bank 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,  [redacted]Executive Customer Support###-###-####[email protected]

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.

April 11, 2014
size="2">  [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 VOIP phone service and additional credits to the account.    Relative to **. [redacted]’s concerns, Hughes worked with **. [redacted] to uncover any underlying issues with her phone service. It appears from the case notes; we were able to resolve her phone issues.   Hughes issued a refund of $75.00 on 03/06/2014 to the credit card on file.   If **. [redacted]s has any additional issues concerning her account; she may contact me at the number below.   We left a message informing her of our decision on 04/11/2014.   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]

February 24, 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 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 October 31, 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. Regarding **. [redacted]s’s request to receive invoice billing at no additional charge, Hughe’s subscriber agreement contains specific language that states invoice billing is available but at an additional charge.  
 
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. All customers are given 30 days to cancel without penalty. **. [redacted] was advised in detail as to how the service works and methods that could be used to achieve better benefits within the first 30 days. In addition, through troubleshooting it was determined that the service was operating as it should. 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. We have applied a one month service credit in the amount of $130.00 on the account that can be used to apply towards the early termination fee should she still wish to cancel the service. Additionally, **. [redacted] is receiving a monthly service credit in the amount of $30.00 for six months.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
Very truly yours,
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

August 15, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted] [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 concerns regarding her HughesNet service.
 
“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.”
 
Hughes values [redacted] as a customer and we wish to retain her business. In light of the difficulties [redacted] encountered with our service, Hughes has created a complimentary field service dispatch to thoroughly evaluate [redacted]’s system components in hopes of meeting her internet service expectations.
 
A technician will contact [redacted] at the number on file for a convenient time to come to her site.
 
[redacted] would need to contact me at the number below with any additional questions.
 
We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
 
 
Very truly yours,
 
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]

Dear Revdex.com - I am writing the letter to inform you that I received an advertisement from this above named company through the mail. I've noticed that when I found and I had taken this plastic advertisement flyer out of my mail box, I noticed the actual plastic card portion was torn out, as I anticipated that someone else has tore if off and may have used it. In essence, I attempted to call this company to let them know that we will not be ordering this service whatsoever, and whomever took the card and made an attempt to order it, did not come from me, and to just cancel this period. The address they left on this brochure was P.O Box 10, Chanhassen, MN 55137. When I attempted to call this number they had on their brochure which was 1-844-774-6488 or the website which is www.highspeedlife.com/home neither one of these numbers appeared on the google search engine, and at that point I am totally uncertain about this company. When I attempted to call this number 1-844-774-6488, I kept on receiving voice prompts of number 1 please enter your zip-code if you wish to make an order, number 2 was something to the point of where they said, if you ordered service already and would like to have it installed, and number 3, something to the point, if you have questions etc. with the service. I tried all three prompts and it was impossible to actually get a hold of an operator to advise them of this. When I entered the above mentioned telephone number and website, to include the address in to the google search engine, nothing from this information appeared at all in google. thus at this point. I respectfully request that the Revdex.com investigate this ordeal to see if in fact this is valid, and, moreover I do not want to have no business with this company whatsoever. Your response to this complaint or notification would be highly appreciated.

April 11, 2014
size="2">  [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 sending emails to a specific address.    Relative to **. [redacted]’s concerns in regards to unable to send emails to a specific email address. Our records reflect that our technical support team did troubleshooting and was able to resolve the email issues **. [redacted]s had encountered.     **. [redacted] may contact me with the number below for any additional questions.   We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.     Very truly yours,     [redacted] Executive Customer Support [redacted] [email protected]

September 19, 2016
 
Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint ID [redacted]
 
 
Dear Mr. [redacted]
 
In response to your second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on May 11, 2016. On July 20, 2016 Ms. [redacted]’s service was canceled. As a result of cancellation within her contractual agreement, Ms. [redacted]’s account was charged an early termination fee in the amount of $385.00 for the internet service and $240.00 for the phone service.
 
Regarding Ms. [redacted]’s latest concern please be advised the first 30 days the data allowance is relaxed to allow customers to download updates, software, etc. without exceeding the data allowance. This has nothing to do with the agents selling the service and it isn’t part of the terms and conditions of the service. As previously stated customers can and still should monitor their usage to know how much data is being used even with the relaxed period. We sincerely understand Ms. [redacted]’s concern and as we have stated we have canceled the service without an early termination fee.
 
We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
 
 
 
 
Very truly yours,
 
Darron W[redacted]
[redacted]
[redacted]
[redacted]

[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:
Regards,
[redacted]
   For some reason I can't view the reply from them ?, but more than likely I wouldn't like / agree to what they want. Unless they're coming to take their equipment out, and NOT charge me / us anything.
They have already broke the / our contract by not providing constant un-interrupted service, yet they're telling me that I have to give them $200.00 to break the contract ?. This is EXTORTION / BLACKMAIL
FRAUD, = pay this or else we'll mess up your credit rating. Our contract ends in February 2015,and we're planning NOT to continue (move to  [redacted]. As they're NOT ripping us off, extorting money /
blackmailing us.   THANK YOU !      [redacted]

July 17, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File # [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns about her account and is seeking the early termination fee waived.
 
”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.”
 
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 recognition of [redacted]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy.
 
After further review, Hughes issued a credit of $200.00 to cover half of the early termination fee. [redacted] was charged $163.89. We have issued another refund of $82.00 to the credit card on file leaving the amount charged to $81.89.
 
[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.
 
 
Sincerely,
 
 
 
Ecole F[redacted]
Executive 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: Why would you charge me for equipment and installation when I am not happy with the service and that "is" part of getting service with you. (HughesNet)Your salesperson said, when I had to come up with the $297.00 deposit for equipment in installation, "try it for 30 days, if you are not satisfied you will not be committed to the 24 months agreement."  I said, will I get the money I put up front back if I am not happy with the service, he said yes, but it would cost him $150.00 in commission. I don't want a credit on the account, I want a total refund for a service that did not work for me. The credit card you currently have on file for me is accurate. If you want to be the way you are, at least put the one months refund/credit back on my card since it came out of my disability check.
Regards,
[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: 
I am rejecting this response because in his lengthy explanation Mr. W[redacted] says nothing about the fact that the Hughes Net customer service will not return phone calls or that they keep you on hold for over half of your phone call with them. I was promised 2 separate phone calls and never received one. On Sept 7 I was told that an engineer would call within 24 hours and as to date there has been no contact from Hughes Net. I do not know anyone that has an extra 3 hours at a time to spend on the phone. Yes I realize that there are no promises for speed and I don't have an issue there. However when I call in and the customer service agent keeps me on the phone, refuses to connect me to a supervisor, or hangs up on me I have an issue. I run a business and if I answered phone calls in this matter I would not have a job. If I told a client that they had to go do this or that 5 times a day before I would consider helping them I would lose clients.
Regards,
[redacted]