Hughes Network Systems

June 3, 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]’s and was activated on September 27, 2013.  On May 2, 201, **. [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 $310.00.  At the time **. [redacted] ordered his service, he had to agree to the ter** 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 DISCLAI** 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 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 circu**tances, 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 $155.00 to his account representing half of the early termination fee.   We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

May
5, 2015
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 his service and is
seeking cancellation after faxing over required...

documentation.Our
executive customer care representative reviewed all pertinent database records.  After further review, we see [redacted] attempted to fax over the required
documentation to cancel his account successfully. However the account remained
active. Hughes
is currently looking into the issues [redacted] experienced with attempting to
cancel his account. We will implement training procedures to avoid cancellation
issues such as these in the future. While Hughes
makes every effort to disclose our benefits and limitations, Hughes understands
[redacted]’s frustration and concern. We show the
account is now cancelled and we have issued the March refund to cover the
initial cancellation request to the credit card on file in the amount of
$91.33.[redacted]
may contact me directly 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 FSr. Executive Customer Support

Somebody needs to do something about this company. The service is so slow, and often doesn't work at all. Early in the morning we are already low on data, even though we haven't been on the computer. Our phones, I-pads, or laptops are constantly buffering. We don't download movies or play games. We were buying tokens on a weekly basis. We go to other peoples houses to use their internet, yet we pay the highest price for internet. (Close to $90 a month.) We didn't have internet for more than 2 weeks, and when I called they said it had to be realigned. It was going to cost $125 for them to send someone out. We decided that we had dealt with too many problems with this service, so we tried to cancel. It took a couple of phone calls. My husband got very frustrated because the employee continued over and over to try to sell different plans. After working long hours at a very stressful job, the last thing my husband needed was to argue with someone to cancel something we no longer wanted. I could go on and on, but I am too disgusted to write more. I hope that we do not have any more problems with this company. We received the return kit today, and I had to have someone come over and take down the equipment. It is boxed up, and I will be shipping it tomorrow. I had better not have any more problems, or any more money taken out of our bank account!

March 4, 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 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 service was activated on September 22, 2014. On February 21, 2015, Mr. [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, Mr. [redacted]’s account was charged an early termination fee in the amount of $360.00. Mr. [redacted] was offered to take advantage of Hughes’ move program to relocate his service at no cost which he declined. Regarding Mr. [redacted]’s 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]’s 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 $180.00 to his account representing half of 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]Executive Customer Support###-###-####[redacted]

I have had my HughesNet for a month and it has never worked correctly, if you look on the message board there are so many complaints about how slow the service is that I cannot believe that they have an A+ rating. Unfortunately it is the only internet service that is available in my area. Have spent 10+ hours on the phone. Most of the tech people are very nice but I am still not getting the issues fixed.

September 7, 2016

text-align: justify;"> 
Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint ID [redacted]
 
 
Dear Mr. [redacted]
 
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on May 11, 2016. On June 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. 
 
At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [redacted] with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB. Ms. [redacted]’s current monthly service includes 10GB of anytime bytes and 50GB of bonus bytes.
 
Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Ms. [redacted] experienced with our service, we have waived the early termination fees for both the internet and phone service. Please be advised that all credits issued were used to waive the early termination fee which typically is not waived in its entirety. There will be no refund for prorated service as the service wasn’t cancelled during the first 30 days.
 
 
 
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]

[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 has taken over 5 months and this company still is lying.  I'am not the only person this company is trying to get away with this is a on going problem read the internet responses.  This company should be fined for fraud to their customers especially seniors.  I have put in a complaint with the Federal Trade Commission File # [redacted].  Further more they are still trying to stick me another year of lease payments which I never agreed with!!!  Also they cheated me on payment amounts and charged more than the amount agreed on against my credit card again which I never agreed with. YOu never speak to a person who can speak english nor can you understand.  This company also lied to my credit card company and it was recorded twice.  This company should be throughly investigated about their businesss practices and I'am hoping the Fed. Trade Commission will do that.
Regards,
Cheryl F[redacted]

February 25, 2014  
black;"> 
**. [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 his HughesNet service. 
 
Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period.  Consequently, we believe that we have a contractual right to assess these fees.  However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.
 
We will allow **. [redacted] to cancel his service without penalty. Unfortunately, we will be unable to issue a refund for the equipment due to it being beyond the 30 day refund policy.
 
We have sent the signed contractual agreement to **. [redacted] email address on file.
 
If the [redacted]’s has any additional questions they may contact me directly with 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
###-###-####
[email protected]

February 20, 2014
black;"> 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:  [redacted]
 
File # [redacted]
 
Dear **. [redacted]:
 
It is our understanding that **. [redacted] has some concerns regarding her service.
 
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. Hughes is unable to revise the Fair Access Policy due to shared bandwidth.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern.  As a result, we have applied tokens to **. [redacted]’s account.
 
We have also review **. [redacted]’s fluctuations in bill cycle which is due to the adding and removing specific plans such as the express repair and invoice fee. Unfortunately we are unable to cancel the account without penalty. However, we have added a discount of $30.00 off for (6) months to the account.  
 
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
###-###-####
[email protected]

Unauthorized charges, poor service

February 28, 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 October 7, 2013. If **. [redacted] cancels her account at this point she will be subject to an early termination fee per Hughes’ subscriber agreement.
 
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. **. [redacted] is currently receiving service at the lowest possible rate available for her service plan at $39.99 after a $10.00 service discount plus her modem lease fee of $9.99.
 
In light of the difficulties **. [redacted] experienced with our service, we have extended her current three month $10.00 service discount for another 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]

July 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 representative reviewed all pertinent database records.  Our records indicate that [redacted]’s account was activated on June 14, 2014 and requested to cancel her service on June 21, 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 $11.97 and that amount has been refunded to the card on file. The account was previously refunded in the amount of $39.29 and the $11.97 is the difference from the total amount paid of $51.26. Regarding [redacted]’s request to deinstall the equipment, it is a billable service in the amount of $100.00. The tech will not remove the dish, mount, or cables. The tech only will remove the radio which is attached to the arm of the dish and leave it with the customer. If [redacted] wishes to schedule the deinstall customer care can create the order to do so. 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]

April 14, 2014

text-align: justify;"> 
**. David Dennis
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.
 
After further review, Hughes has issued the refund of $170.51 to the credit card on file.
 
While we regret losing **. [redacted] as a customer, Hughes understands **. [redacted]’s frustration and concern.  Therefore, we have created a complimentary dispatch for a technician to arrive on site to de-install **. [redacted]’s equipment.  A technician will contact **. [redacted] to schedule a convenient time to de-install his equipment. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee with the required return materials sent to **. [redacted]’s site.  
 
**. [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 firmly believe that HughesNet has two major scams on their customers. For one, the data cap that is in place over satellite internet users is egregiously unfair. Their claim is that in order to ensure that all customers have a "fair share" of the internet, this cap has to be in place. However, you can get out of this cap, and use more than your fair share, if you are willing to pay more and more money. Funny, my satellite TV doesn't limit the amount of TV I can watch. As if this isn't enough, I am positive the company is inaccurately recording the amount of data we use each month. The data just disappears. I already have to pay an exorbitant amount of money for only 10GB of data a month - but when half of that data disappears in two days, it's absolutely horrendous. When you call to complain, they either tell you there is something wrong with your modem, or they simply cannot find an issue at all. Case in point: Our data resets on the 22nd of each month. This month on the 22nd, we woke up at 9:30am to find 2.2GB of our data was already used. When we were asleep. I called them to complain, and they asked us to disconnect our modem for two hours while they "looked into" the issue. When I called them back, in the two hours when we were without internet, we had somehow used another 600MB of data. The lady on the phone agreed that there was no reason for this data loss and credited our account with 3GB of tokens. However, the data just kept disappearing throughout the day for no reason. The technician said they would continue to look into the issue, and would call me back in 48 hours. I assured them I would be filing a complaint with your office, as this was not the first time of this issue. I also indicated to them that I was 100% positive their search would find no explanation or cause of the data loss, that I firmly believe it is their company policy to cause erroneous data loss to force their customers into buying additional restore tokens each month, or committing to a more expensive plan with the false idea that will solve the issue. As predicted, I received a voice mail today indicating the technicians can find no reason for our mysterious data loss, and to please call them back if we want additional support. So no reason. No solution. Again. And again. And because I choose to live in a rural area, this is my only choice. There is no broadband here (which is another full complaint). If you search your own records, complaints with the Revdex.com, or even just a Google search of HughesNet reviews, I guarantee you the MAIN complaint is mysteriously disappearing data. This is unacceptable. We don't stream videos. We don't update or download apps. Yet the data clicks ever downward.

[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 was never notified of the lack of return of the equipment in any way shape or form. HughesNet deducted the $214 from my checking account without notification of any kind, causing $112 in overdraft fees to be incurred by me and an additional $16.80 in costs to me to return equipment I was advised the day of termination, I was not required to return. 
 
I included, with the equipment they claim to have received on 2/24, copies of my bank account transactions at that time, reflecting I had sufficient funds to cover the charges I personally authorized and the four $28 overdraft fees I incurred due to their unauthorized withdrawal from my account. I also submitted a detailed letter explaining everything that has happened since the day my service was installed and a copy of my postal receipt to return this equipment.
 
Hughes Net made no attempt to resolve this equipment issue prior to removing funds illegally from my bank account. They have an alternate email address, of which they have sent me several emails previous to this situation, including a final bill reflecting I owed nothing further on my account. They have my mailing address and two phone numbers to call me and made no attempt to contact me using any of these methods prior.
 
I feel Hughes Net owes me the $112 in overdraft fees they caused and I was promised a $30 credit for returning this equipment the evening I filed this complaint, by the "Supervisor" who called me back.
 
Please see the attached letter and copy of my bank transactions I submitted with the equipment they received on 2/24. These people are nothing bud frauds and it's time someone stopped them from handling Customers in this manner.
 
 
Regards,
[redacted]

March 5, 2014
black;"> 
**. [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 service.
 
After further review, we have issued a refund of $318.00 to the credit card on file that represents the un returned equipment fee. The refund will take 24 hours to refund on outside but it depends on the financial institution of when **. [redacted] will receive the refund.
 
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]

June 9, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID 10057917  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 August 8, 2013 and requested to cancel his service on May 5, 2014. As a result of cancellation within his contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $310.00.   Regarding **. [redacted]’ 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] experienced with our service, we have issued a total credit of $225.32 to her account bringing the remaining balance down to $84.68 which was paid by credit card on May 8, 2014. At this point, we have received the leased equipment and the ending balance is $0.00 on the account. We will not be issuing any further credits 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.  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]

[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 not sure your company understands or is genuinely concerned about the way your customer representatives tried to resolve this issue. I called twice before the sell of my home to give your company all fowarding information needed. Your rep's attitude and competency was quite different than the " service we offer our customers" promised by your entity and " terms of service". I was asked to trespass on private property to retrieve the return box after your company made the mistake. Not to mention being told by your brownsville office that they had no supervisors. So please before belittling my expierence with your company, make sure to have all the facts! 
Regards,
Justin [redacted]

Revdex.com:
Although I am not satisfied with the response from Hughes, I will accept the offer. However, word of mouth is a powerful thing, and it is unfortunate that I am having to deal with these issues on a daily basis. 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]

January 30, 2015
size="2"> 
Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
Re:       [redacted]
File # [redacted]
Dear Mr. [redacted]:
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service and is seeking a refund for returning her modem.
Our Executive Customer Support representative reviewed all pertinent database records. 
Our records reflect Ms. [redacted] was issued a refund of $132.50 to the credit card on file on 01/14/2015.
We left a message with Ms. [redacted] on 01/30/2015 to see if she had any additional concerns and we are awaiting a return call.
Ms. [redacted] would need to contact me directly for cancellation of her service.
We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
Very truly yours,
Ecole F[redacted]
Sr. Executive Customer Service
###-###-####
[redacted]