Hughes Network Systems

October 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 to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding his service and is seeking a refund for the early termination fee. 
Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”

“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 subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period.  Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern.

After further review, we have issue a refund to the credit card on file for half of the early termination fee in the amount of $155.00.

[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 F[redacted]
Sr. Executive Customer Support
###-###-####
[email protected]

There is such a lack of customer service with this company it is unbelievable. We have been trying for a week to get internet back up at one of our locations and everytime we call we get the runaround, and may I say the internet is this locations main contact with our corporate office. Now Hughesnet is going to charge us $125.00 for a technician service call and I am the one calling World Wide Tech Service to see about the appointment.

June 11, 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 September 21, 2014. On March 25, 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 $175.00.   Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  Due to the fact that there was some delay in getting an installer to his new address, we have issued a credit of $175.00 to his account representing the early termination fee. In addition we have credited the cost of the unreturned radio transmitter in the amount of $200.00. The total amount of credit placed on **. [redacted]’s account was $401.12 leaving a previous balance for service of $142.23. We informed **. [redacted] of our decision on June 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.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support[redacted][email protected]

When I signed up for Hughesnet I specifically told them that I would not have cable, am disabled (am home all day) and watch a lot of Netflix and Hulu. The representative told me their 10 GB plan would be plenty for me to watch all my shows on Netflix and Hulu. We'll as it ends up even on the lowest quality the data got eaten up in a handful of days. The shows were constantly buffering and sometimes wouldn't load at all. It was maddening, especially since I pay $71 a month. Calling and complaining did no good. They kept telling me it was my fault or that there is nothing the matter even though obviously there is. I had to get D[redacted] to watch TV and now have to pay for Hughesnet for 2 years because I'm locked into a contract. I really regret choosing Hughesnet.

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 support division of Hughes, it is our understanding that [redacted] has some concerns regarding her 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.”
 
“To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”
 
In light of [redacted]’s difficulties with our service; we have added a credit to her account in the amount of $68.40. We have also added tokens to the account. Unfortunately we will be unable to waive the early termination fee.
 
[redacted] may contact me 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]

Since worst customer service I have ever encountered. Called to talk about the cancelation fee, they canceled my account without confirming. Being charged $355, in addition to having to send back some piece of equipment attached to my roof, to have a technician remove it costs $100. If I break it, I'm responsible for replacing it.

August 7, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear...

[redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact [redacted] on complaint ID [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service.   Regarding [redacted]’s latest concern, we have refunded all monies paid to Hughes by [redacted] and Hughes isn’t responsible for any interest assessed by her bank for two billing cycles. It is suggested that she consult with her bank to waive those interest charges.  Regarding [redacted]’s damage claim, the distributor tried to reach her on several occasions according to our records. [redacted] will have to contact the distributor [redacted] at ###-###-#### to inquire about any possible reimbursement of repairing her phone line. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

May 5, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.   Regarding **. [redacted]’s latest concern, with respect to **. [redacted] not being at the location where the service is for an extended period of time is not Hughes’ responsibility unfortunately. **. [redacted] is welcome to contact our customer support at ###-###-#### to request a suspension of service which will suspend the charges except for the rental of the modem for up to 180 calendar days per year. As previously mentioned, **. [redacted] is currently receiving the basic level of service and the rate for that plan is $59.99. The cost of the service plan is listed on Hughes’ site and an order confirmation email is sent to customers that provide an email address at the time of ordering that details the level of service and cost.  The monthly plans aren’t negotiable; however **. [redacted] is more than welcome to contact customer support to inquire as to whether there are any eligible promotions that he can take advantage of.  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]. [redacted]Executive Customer Support###-###-####[email protected]

July 2, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File # [redacted]Dear Mr. [redacted]In response to your letter to the executive customer...

support division of Hughes, it is our understanding that Mr. [redacted]r has some concerns regarding his HughesNet service.“HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted] and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and “turn-based” games will work but games requiring a rapid response such as “first-person shooters” will be unplayable with satellite service, the data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.”“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 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 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. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Mr. [redacted]’s frustration and concern. As a result of Mr. [redacted] issues, Hughes will waive half the early termination fee. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300. Mr. [redacted] may contact me at the number below to bring closure to his complaint.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. 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]

I have been with HughesNet for about 8 or 9 yes. I have had problems with them in the past and their broadband service has always been slower than they claim. 2 months ago, I was encouraged to upgrade to a plan that would give me a much higher data allowance and much faster internet. I was thrilled! Maybe we could watch a movie on Netflix!!!! WoooHoooo! Well, within two weeks we ran out of data with two weeks to go till it is replenished. We are a married couple living in the country; we hadn't used up our allowance in years on our old plan, so I called and told them I was unhappy and wanted to go back to my old plan. They said they were no longer offering that plan once you change. I feel very cheated!!!! To be told the new plan was much better and then find out that they figure and charge differently on the new plan and there is no notification of that fact online or by customer service is FRAUD as far as I am concerned. If you are on an old plan, stay on it, until they figure out how to resolve the problem with their new plans. I was shocked to see that HN has an A+ rating on Revdex.com. Shakes my confidence in Revdex.com.

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.  
Thank you for your assistance with this matter.
Regards,
[redacted]

August 12, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID...

[redacted]  Dear [redacted] 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 [redacted]’s service was activated on August 6, 2013. On July 28, 2014, [redacted]’s account was cancelled. Per [redacted]’s letter, Hughes’ doesn’t have a 13 month commitment period. Hughes’ commitment period is 24 months. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $250.00.   Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties [redacted] experienced with our service, we have issued a credit in the amount of $125.00 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,  Darron W[redacted]Executive Customer Support###-###-####[email protected]

Review: Internet Service was cancelled due to extremely bad service of product. Called Hughes Net on August 5th and cancelled service. Was told by Customer Service that they would cancel my account and I would not incur any termination charges. On August 6, 2014 Hughes Net charged my credit card not only a $330.60 charge but they also charged $56.00 for internet service through September 5, 2014.Desired Settlement: Refund all charges

Business

Response:

September 2, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, 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 June 5, 2014. On August 5, 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 $330.60. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $385.00 to his account representing the early termination fee and last month of service. Please be advised that the last month’s charge is valid because the service cancels at the end of the bill cycle which would’ve been September 5th. A refund of $385.00 will be refunded to the card on file. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[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.]

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,

Review: I called to have internet installed I ask do they install wifi was not giving info that a disc had to be installed on my roof, was not inform there were taking money from my bank account before I had the the service for a month. I got installed Dec 29th I also asked the tech after he was finish will my baby be able to go on her tablet. That did not happen not only did not system not work when I called they tell me I had to buy another piece of equipment. When I called for a supervisor one day I was on hold for over 45 minutes. I have more to tell in details. The aslo did not inform me of all the other expenses they were chargeing me nor about putting the disc on my roof. If someone can contact me please on this matter I will greatly appreciate it. Thank you in advance God Bless, [redacted]:))Desired Settlement: I need for someone on there expense to come and check my roof also for them to refund that amount I did not have the service for a month and was not inform of it.

Business

Response:

January 13, 2014

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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on December 29, 2013.

While reviewing **. [redacted]’s account, our records show that **. [redacted] called and had concerns about what she was being charged for on the first bill. **. [redacted] requested to be placed on invoice and stated that she wasn’t aware that she would be automatically debited. **. [redacted]’s first bill consisted of monthly service in the amount of $49.99 plus $9.99 for the modem rental and $11.95 for express repair which can be removed at any per the customer’s request. The express repair is always credited on the first bill and customers must opt out to have it removed in the future. **. [redacted] has a $10.00 service discount for the first three months which brings the service down to $39.99 for that period. Currently **. [redacted] is also receiving a $5.00 discount for three months to offset the invoice fee.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We will apply a $45.00 credit on the account which will account for one year of the $5.00 invoice fee. We understand that **. [redacted] isn’t actually alleging that she has any damage done to her roof as a result of her install. If **. [redacted] wishes to have a tech come out to inspect her roof, it will be a time and material charge associated with it as it is very normal to have a dish mounted on the roof without any damage as a result.

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,

Executive Customer Support

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

[email protected]

Review: We were told by sales that this service would be able to support real time gaming. we called periodically including before 30 days of service.

we kept getting the run around that the service would be able to support real time gaming if we would just waite a few weeks and after 5 months we got fed up and realized that they were feeding us lies. now they want to charge us an outrageous cancellation fee because THEY could not provide the service promised to us!Desired Settlement: cancel without cancellation fee and return of their equipment back to them.

Business

Response:

May 8, 2013

Review: I signed up for Hughesnet for both my vacation and residential home. After trying it at my vacation home, I canceled all services, within the 30day trial. Cancellation was on July 11, two weeks after installation. I was told there would be no charges and that I could return all equipment in boxes they would provide. I got one box for the equipment for my vacation home and returned it promptly. I am still waiting for a refund of the charges they put through for service that I could not use. As for my residential home, I never got the boxes and called again. They said they had been lost in transit and would be resent. I was close to the end of my 30 day no charges cancellation period. I found out today, they did not send the second set of boxes because it is close to my billing cycle and therefore would be charging me and once the equipment was returned they would refund my money. Those charges should never be charged, it was their problem in not getting me the boxes. By the way, all boxes were to come to the same address. How was it that I got one set and not both? I will answer that, because the second set of boxes involved a higher fee charge and they wanted to be able to charge those fees and use my money before they sent it back. Their service is horrible, slower than dial up and their customer service is the worst. I have kept all conversation and confirmation numbers, but they say it doesn't matter, since I have not returned anything. I haven't even opened the packages, I was just waiting for the boxes to return the equipment. Horrible horrible company. Please help.Desired Settlement: I want all money they took from me returned. That would include the initial charge of $51.16 and the new charge of $75.00 being taken on August 1st, and I don't want to have to wait for 2 months to get it back.

Business

Response:

August 14, 2013

Review: Tried to cancel service during grace period, was asked to give an additional month

Free of charge, and grace period would be extended

During extended grace period, I cancelled service. Hughesnet then charged me 399.67 in early termination fees

After 3 incorrectly provided phone numbers, I managed to contact customer service.

They admit they should not have charged me that fee & will return my money in 1-7 business days. Unfortunately, this money taken from my account was my rent money- so now I owe my landlord late fees. Hughesnet customer service "understands that I would be upset" that their mistake is costing me money, but they ate not going to make amendsDesired Settlement: It would be nice if they would pay for any late fees/ overdraft charges I incurred as a result of their unauthorized taking of my money.

Business

Response:

March 18, 2014

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 stating he was charged the early termination fee but his trial period should have been extended.

After further review, **. [redacted] was issued a refund for the early termination fee of $399.67 on 3/18/2014.

We spoke with **. [redacted] on 3/18/2014 and apologized for any issues towards his account.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I had there internet. my house burned down I called them explained it to them they said they need copy responce from fire dept so I sent that in the envoplape that my bill came with to them . also asked for equipment back luckly that side of the house didnt totally burn down so I sent that in. now a long time later out the blue I get bill saying I owe them 240 for internet?Desired Settlement: I did everything they want and they want to charge me for my house burning down?

Business

Response:

July 31, 2013

Review: 07/16/2013 – Case# [redacted] - Call to HughesNet to suspend our services and asking for refund of $235.60.

01/06/2014 - Talked to [redacted] at HughesNet and he refused to accept request to terminate but he did acknowledge that HughesNet had continued to bill my Credit Card after the service was suspended in July.

01/07/2014 through almost the end of January I called many times (5+) to confirm my cancellation but conveniently every time after I told the person that I wanted to cancel they would say they had to transfer me but on EVERY occasion I would get hold music for about 10 minutes and then the line would just go dead.

On one of the last days a January I received a call from HughesNet saying that they had received my request for cancellation and it had been accepted. I thanked the representative and asked when I could expect to see the refund I was owed. I was told, “in a couple of weeks”.

02/26/2014 - another call to HughesNet about the status of my refund with no results, only lame excuses.

05/15/2014 – Case# [redacted] - Another call to HughesNet which resulted in finding out that a check was sent to someone at [redacted], Alabama. We live in CA. We were told the call will be escalated to Advance Billing Department for research.

05/20/2014 - Case# [redacted] - Another call to HughesNet and we were told again that the call will be escalated to Advance Billing Department for research.

05/21/2014 – Case# [redacted] - Another call to HughesNet and we were told that the check was not cashed by the owner of the address in Alabama, plus the address was supposedly fixed to reflect our address and a check would be issued and we should see it within 5 business days.

06/02/2014 – No check received – Case# [redacted] - Another call to HughesNet with the same result that our call will be escalated to Advance Billing Department for research. We are now told that the check will take at least 45 days because that is the process.

06/09/2014 HughesNet has now had our money illegally for almost 11 months and we don’t honestly expect anything soon.Desired Settlement: We would like to have our refund money of $235.60, owned to us by HughesNet, back.

Business

Response:

June 27, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account is registered to [redacted] and was activated on February 27, 2008 and the service was cancelled on January 6, 2014. Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. We are actively investigating **. [redacted]’s refund concern. Our records indicate two refund checks were sent to an address in Alabama in the amount of $235.60 and they have both been cashed. We are trying to determine all of the information involved with the issued and cashed checks and we will follow up with **. [redacted] within the next week. 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]

Review: I signed up for hughsnet internet and it was disconnected two days later. I decided to cancel the services because I was not given the speed that I was promised and they charged me for the entire month and it was only on for two days. (this was around July 29, 2013)After this I called and asked that my card information be removed from the account, the lady assured me that it had been. Today (September 27, 2013) $107 was taken from my bank account by them and I did not authorize this payment. When I called I was told that the reason they charged me is because the equipment was never returned and that they sent out a prepaid box when I cancelled the account and that I should have sent it back. I then asked to speck with a supervisor and While talking to him I asked for the tracking number for the box and he told me the box was never sent that it was still in processing. I asked that my money be returned to me and he told me that I wouldn't get the money back until I returned the equipment. I then asked to speak with his supervisor. His supervisor told me that the box had been sent out but was never returned and continued to tell me that the money would not be returned until I returned their stuff. I asked for the tracking number and he told me there wasn't one. He also told me that we had to pay to send the equipment in and that if it wasn't in after so many business days that they would be charging me $200 more than they already have.Desired Settlement: All I would like to get out of this is to have my money returned to me in full.

Business

Response:

October 17,

2013