Hughes Network Systems

I started using Huges Net internet about 4 months ago and every since I signed up with them I have had issues with their service. I was lied to from the very beginning about how much internet would actually be available to me and how long it would last. Every time I called I would try to cancel and they would talk me out of it, so before I got off the phone I would ask them to extend the cancelation period which they said they would. When I finally decided I was for sure going to cancel they said I was unable to. I should have still been within my cancelation period due to the conversations we had on the phone. The person I spoke to then told me that they could wave half of the cancelation period which would have been 200.00, but before they did that they were going to go back and listen to the previous phone calls that were had to make sure that I my cancelation period wasn't extended. I then go a voicemail from Hughes net stating that it was talked about on the phone but the agent was going to have verify it with a supervisor. I never received a call back from the agent so I assumed that my cancelation period had been extended (my fault for not checking I guess) The agent then leave a voicemail stating that it was never fully approved, but they could wave half of the cancellation fee which is 200.00 if I was still interested. I never called back to verify the cancellation because I just assumed I was out of luck and was going to have to keep their service, so on 1/8/16 I check my bank account and Hughes net has taken 390.00 out of my account and when I call to inquire about this charge they stated it was the cancellation fee which is way more than half which they left on my voicemail and never authorized. I called them to have them credit the money back to my account and they told me it would take up to 7 business days I then told them I was going to overdraft in my account by 220.00 and they told me they were sorry there was nothing they could do and I told that them I wouldn't be in the position of overdrafting if they hadn't taken money out of my account without permission. I argued with them on the phone for over an hour and didn't get anywhere with them. Hughes net didn't care at all that I had other bills to pay and now couldn't because all my money was tied up with bills that were pending to come out and then the 390.00 that hughes net was charging me that made it to where I couldn't pay my bills all I got was an I'm sorry. I told them this should have never happened in the first place because I didn't authorize that transaction. Hughes net is the worst service I have ever received and I don't recommend anyone use them.

Review: I have sent numerous letters and made several phone calls trying to clear this up, I canceled my internet service with this company on 12/2012, was billed for a month's service I didn't receive, in the amount of 78.38, I called on 02/04/2013 talked with [redacted], I told him this was way too high and service was slow, he said since I had been a customer since 2008 with never a late payment, he could lower my payment to $29.99, I repeated this amount back to him several times, he said yes 29.99, but when the auto debit came thru it was for $118.50, I disputed the amount and had my bank return to Hughes Net, I called them and told them I had stopped payment on this and was returning the money to them and if they would send me a bill for $29.99 I would pay this, I also told them to disconnect my internet, which they did. Ok , then on 4/22/2013 I received a collection letter from [redacted], [redacted], & [redacted], I called them 4/26/2013 and talked with [redacted], she was rude, and told me that if I wasn't going to pay the 118.50 that she didn't need to talk with me. I then called Hughes Net again, this time I was told that no I wasn't told that my bill would be 29.99, but would be only $30.00 less than what I was paying, I said ok, tell me what I need to pay to correct this mess, they told me that they would send me postage and box to return the modem and to send them $88.50 and we would be square, So I got the postage and the box and I did return the modem, and also sent a $88.50 check which has cleared my bank account. Then on 5/28/2013 I received another bill this time in the amount of 216.50, I called and was told that I didn't return the reciever, which was on the pole, which I didn't, so I take the receiver off and return to them as was requested and I was told when this was recieved I would have a 0 Balance, then today 06/18/2013 I recieved a telephone call from Hughes Network asking me when I was going to pay the bill, I explained my whole story once again, the caller said Oh I do see where we received this, however you still owe us 16.50, I said for what, her reply was I guess the receiver, I said excuse me, you just said you had received that and I told her I was not paying Hughes Network System another cent, I really feel I have paid them $88.50 ,more than I owed, She said ,ok then I will notate on your account that you are not paying this, I said Ok is my account a zero balance she said No you owe $16.50. I was even told if I would send proof of postage for returning the receiver I would be paid for that, I sent it but I haven't received payment. I have been badly treated by Hughes Network System. I have a whole file of copies of letters and documented conversations I have had with employees of Hughes Network trying to clear this.Desired Settlement: I just want my account cleared and no more letters From Credit Department or no more phone calls, I want in writing that I owe Nothing, a check in the amount of at least $88.50 from Hughes Network System is really what I am entltled to. I sent a letter on March 21, 2013 trying to clear this up among all the phone calls I have made. Can you please help me on this? I really don't know what elese to do. I have bent over backwards trying to please them and get this cleared.

Thanks if you can help me.

Business

Response:

June 19, 2013

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: 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: Hughesnet service technician disconnected my service from the satellite dish without my consent and company continued to charge me for the service.

I had a contract with Hughesnet for the GEN4 internet service and while I was away from my home - it is a multi family dwelling- a service technician disconnected my equipment from the satellite dish in order to hook up another family at the same dwelling. I was never contacted no did I ever give permission for this. When I returned home after being away fro a couple of months I found the equipment piled in a box and I had no connection to the satellite. In the mean time the company continued to charge me for the service. I called the company to cancel the contract since they had broken their side of the agreement of providing the service and after 1 hour on the phone and 5 different people I was told by one of their managers that they would waive the early termination fee since they broke the contract. I was okay with that although they really should have paid me back for the 3 months of service I paid for and the unit was not in service. 2 weeks after my conversation with the manager I received a bill and saw on my charge card that they had in fact charged me the early termination fee, they lied!Desired Settlement: I would like to have the termination fee refunded to me and after all the headache they caused I would like the 3 months of service refunded back to me

Business

Response:

October

18, 2013

Review: While I know they have their service rpogrammed in order to make you buy bandwith and run yours out, that I cannot prove as I do not have the tools to do so. What I can prove is that they steal your anytime minutes during bonus yte times(2-8 am). I have been out of bandwidth or days andhving to buy additional tokens to keep my service going. For the last three nights they have been stealing this purchased time using it when it should be taking it from the "bonus bytes". I have no idea how long they hae been doing this, probably forever, but I have proof of the last three nights and I am fed up with their dishonesty.Desired Settlement: I want $15 refunded)cost of three tokens), and I want thme to stop stealing in the future.

Business

Response:

December 3, 2013

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 Hughes service and a ($15) refund for tokens.

Our Executive Customer Care representative reviewed all pertinent database records. We value **. [redacted] as a customer. In light of the difficulties **. [redacted] had with our service, Hughes has issued $15.00 credit to **. [redacted]’s account. We have also issued (3) additional tokens to his account as well.

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,

Executive 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 requested service for a problem with my connection to the internet, kept getting no internet access. Found lose wire on outside equipment.

After requesting this be fixed so that I could use internet since we are paying for this service so our daughter can do college homework on. I was informed I would have to pay techinician to come fix problem. This is outside equipment that I pay for each month to rent. I have another dish through directv that I have had for over fourteen years and never had any proble** on or had to make a service call for a loose wire.Desired Settlement: Equipment repaired and working so that I can use when need to use the internet with no charge.

Business

Response:

May 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 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 representative reviewed all pertinent database records. Our records indicate that account is registered to Ron [redacted] and was activated on January 26, 2013. Regarding **. [redacted]’s concern about needing a dispatch to repair outdoor equipment to make a service operational, our records indicate that we were contacted on April 22, 2014 with concerns of the service not working and through troubleshooting it was determined that the data allowance had been exceeded. There was a detail response sent to **. [redacted] regarding the monthly data allowance. If it is determined that a service call is needed, per the terms of Hughes’ subscriber agreement the customer is responsible for the cost of a dispatch after the first six months of service. If Express Repair is subscribed to the only cost associated with a standard tech dispatch is a copay of $29.99 as opposed to $125.00 which is the cost for a standard dispatch. At this time, we show no communication with the modem which could mean that it’s unplugged. If **. [redacted]’s service still isn’t working it is suggested that she contact technical support at ###-###-#### to troubleshoot the issue and it can be determined at that time if a dispatch is needed. 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]

Consumer

Response:

[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]

Review: [redacted]

We am rejecting this response because: We are being told if we have issues with the equipment we are renting each month we will have to pay a express repair to have it repaired. So what other company do you rent equipment from that chargers you to fix a problem with there equipment. We have never had an issue with the data usage and exceeded allowance as stated in this response and the previous one. At no time were we informed or was a troubleshooting call made. The wire out side was tightened and the problem has not happened again. So when we could not use our internet for several weeks due to this problem on and off it was in the equipment outside and I still had to pay for this service. This company has very poor customer service, charges it's customers to fix there equipment when it is being rented each month. We would not recommend it to anyone.

Regards,

[redacted] and [redacted]

Business

Response:

May 23, 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 second 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 her service. Regarding **. [redacted]’s concern of having to pay for a service call while renting the equipment; it is detailed in the subscriber agreement that the benefit of renting the modem is the modem is covered under warranty for the entire contractual period as far as it being replaced if there is a failure. Hughes will mail a replacement at no cost should the modem need to be replaced as many times as needed. If a technician is actually needed in site is what incurs a cost. For the first six months after install there is no cost to send the technician out to repair or replace outdoor equipment.At this point, as a courtesy we have issued a one month service credit in the amount of $59.99.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]

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.]

However they really did not address the real reason for the call and it was the outside equipment they tech installed. It has worked fine since and had no problems.

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: On July 27, 2014, I placed an order to have Hughesnet internet and phone service installed at our new home with Allison. I had the company website pulled up while trying to order services to make sure she and I were on the same page. She advised me that I HAD to purchase the equipment I could not lease it. I asked the tech (very friendly but spoke very fast) several questions about the company and service but she insisted that I give her my card info in order to move on and answer my other questions. Although I was hesitant I gave her my card info and was charged $434.92. She told me that I had 30 days to return equipment and get full refund if I didn't like the service. I was also told that my phone months payment for phone and internet was included in that price. I asked her how long it would take the tech to come out and install she told me that he would arrive at 8a and be done by 12, which was a lie. The time frame 8-12 was the arrival window. He arrived around 11a (also very friendly) and installed everything and made me sign something on his phone while I was on hold with hughesnet to activate my service like I was informed to do by the sales tech and the installer left. My cell phone died so I used the newly installed home phone to try and activate the service but couldn't. The following morning I tried to connect to the internet but couldn't so I waited until around 8p after returning home and tried again but got the same results. I called hughesnet to cancel my services because I was feeling scammed. I was connected to Ronnie the team manager who told me that he help me fix the internet but by then another issued occurred. The recorded operator said I had a balance due Aug 5th. I told him that I only wanted my money back and the equipment removed from my home and yard. He told me that he couldnt refund me anything because he was trying to resolve the issue. After going back and forth with him he finally decided that he could refund a partial amount because I was misinformed. I informed him that I only had the service for one day and the only thing that worked properly was the phone and I shouldn't be charged for services that I was not able to use. He informed me that my internet worked properly from his end and I would be charged a one day service fee for the phone and a one day service fee for the internet because I called at 8p which meant I had the service for one whole day. After he and I went back and forth about that not being fair. Ronnie then decides to inform me that I used .97 cents worth of my home phone so he would have to charge me for that. I agreed to that because I did use the phone to try and activate the service like I was told to do. he started to calculate my refund and Ithe told he came up with was not the total I initially paid for the services. I informed him that the sales told me I had 30 days to cancel my services and get a full refund. He said no he could refund me 275.00 once I returned the equipment to the company. I explained to him what the sales tech told me and how long I had my services. I asked for a higher member of management (Richard) but he was on another line so he told Ronnie to refund me for the installation and cancel the services since I only had the service for one day and he would give me a call back but would take care of my refund. I asked Ronnie for the amount that I would be refunded and it was all but $13.01 so I said I wanted a call back to see why.

On July 30th I had not heard back from Richard or anyone from Hughesnet so I checked my back account thinking that I didn't receive a call back because Richard had just went ahead and completed the refund. Instead of a credit , I was charged and additional $6.86. This time I was furious and was connected to Norman who said I asked for autostart which I hadn't and the refund notes were not complete and he wasn't sure what I should have been refunded. He said he would schedule a tech to come out and remove my equipment and reimburse me the 6.86. I received my first case/reference number from Louis the agent in the technical dept that assisted me with my autopay issue. I finally got a hold to Richard who agreed to refund all of my money except for $2.56 which was a one day service for my phone and internet. I agreed because I did use the phone. I was also told that I would not be charged for the tech coming out to remove me equipment because that was free. Richard and I calculated my total refund to be $439.22 which is what I paid minus the 2.56, I agreed. He advised me that I would get a partial refund today but the rest would be returned when they received the equipment and I agreed.

On August 4th, I am still waiting on a refund and a tech to come out and remove the equipment and I have checked with my bank and they don't see anything pending in my account. I called Hughesnet and asked to speak with Ronnie but James told me that he did not want to speak with me but he could schedule a tech to come out (scheduled for Aug 7th, thurs). I asked for a supervisor and got Louise Perez and she advised me that she could contact the refund desk but she could jot guarantee that I would get the amount that Richard and I spoke about because he didn't document properly or she could have Richard call me back. She said he would arrive in two hours and 15 mins and she would make sure he knew to call me back. Richard never called me back so I called and asked for him but Alexander refused to allow me to speak with him. I hung up and called back and got Gel and he also refused to let me speak with Richard or any other supervisor. He told me that I would have to call the refund desk on tomorrow. I have yet to receive a refund.Desired Settlement: The total I paid to the company was $441.78 (434.77 + 6.86) but would like the refund I was promised by Richard the supervisor on duty of $439.22 (441.78 - 2.56) and ALL EQUIPMENT REMOVED from my home.

Business

Response:

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 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 July 28, 2014 and requested to cancel her service on July 29, 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 $441.78 and that amount has been refunded to the card on file. In addition, we have created a complimentary dispatch to deinstall the radio from the dish so that her equipment can be returned. Our records indicate that an order has been created to have a box and prepaid label sent to her. We informed [redacted] of our decision on August 7, 2014. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

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: 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: We "upgraded" to Gen4 after receiving several postcards offering a rebate for the faster speeds. Our dish and modem were changed in December. We then left on a one month trip. Upon our return we noticed no speed increase and charges to our credit card of $174.74 and then $70.73 every month thereafter. I called customer service after trying to access my account on line (which I never could do and still cannot). I was told that all Q San #'s had "temporarily been removed from the system" and that I should try again in a week. I asked to be sent a copy of these bills and was told that the only way I could receive that was to pay $5.00 a month for paper bills. I asked to speak to a supervisor and was refused! After trying again time and time I wrote a letter to [redacted] detailing all of my issues on 2/11/2013, with a copy to the Northwest Revdex.com. I have received NO repsonse from either! The summary of my issues are: I was charged more than I thought for the Upgrade, I was charged more monthly for the upgraded service, I do not see a speed improvement in our service and therefore feel I am being charged for services not received, a can never access my account online and therefore get no information as to what HughesNet thinks we have nor access to any bills, I was treated very rudely by Customer Service, I can't "chat" online because I am not recognized, and I never can talk to or get a response from anyone!Desired Settlement: I feel HughesNet has a responsibiliy to fulfill their committment to provide faster internet speed. I also would like a refund of the $174.74 plus the monthly increases of $10.74 for the last several months. I would like access to my account including my bills over the internet. I'd like to get what I originally thought I was going to get. After being a loyal customer for almost 8 years, I cannot believe what a nightmare this has been.

Business

Response:

April 3, 2013

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 was charged 318 for equipment. equipment was returned via ups. have not been issued refund despite multiple calls

after cancelling my satellite based internet service with Hughesnet, I was expecting a ups box to return my equipment. our local UPS driver simply left the box in my shed due to rain and I didn't find it for quite some time. by the time I found the box and returned the equipment I was charged 318 dollar equipment fee. Since that time, I returned the equipment via UPS. Tracking number [redacted] delivered on 4/18. I was told that I woulx be issued a refund immediately upon return of the equipment. I never did. I then called customer service on 5/1. The number called was 1-[redacted] The rep accessed my account with my phone number [redacted]. They verified receipt of the returned equipment and stated I would receive a refund on my debit card by the end of the week. That would have been 2 business days for the electronic transaction to post. I never received the refund and again called customer service on 5/3. That rep first stated he saw the refund request and advised it could take 1 to 7 days. he the said 6 to 7 days. I asked that he review the recorded call and what was promised by the previous rep. he claimed the other rep told me a week. This is a lie. so now it has been a week without refund and I called again.I spoke to a supervisor named [redacted] and was told the refund request had just been entered today. I asked why today when it was put into motion a week ago and she could not answer. She then told me I have to wait ANOTHER 7 business days ro receive my 318 dollar refund. I explained this was unacceptable since the mistake was clearly on their end. She said there was nothing she could do. I told her I need the money for bills and groceries but she said the policy is the policy.I talked her into calling what she referred to as the advanced billing department to request a manual refund. They claimed they could not do this. I reminded [redacted] that any business that has the abilty to receive manual payments also has the abilty to issue a manual refund. All I kept being told was about their policy. the fact that it was their mistake the request wasn't entered correctly a week ago apparently makes no difference. So now I wait AGAIN with overdrawn bank account and no money for groceries.

pDesired Settlement: I am seeking a full and total refund of 318 dollars IMMEDIATELY, not in 7 business days and for a review of their ability to have issued me a manual "on the spot" refund due to the mistake of the initial rep that never processed my refund request. If they DO in-fact have the ability to have refund my money manually and lied to me about that abilty, I also seek an additional 120 dollars for four bank overdrafts I have incurred that would have never happened if they simply returned my 318 dollars

Business

Response:

May 16, 2013

Review: I had an advertisement that offered Gen4 service but I never realized that I wasn't given Gen4 I was given the old equipment. I have been complaining about the speed being really slow but they keep reassuring me that my speed is good. I cant even stream a video from youtube that is under a minute. I have had too many issues with the service being way too slow can be compared to even being slower than dial-up. I got to chat online with customer service but im being told that I have the correct product I know I have at home the advertisement that offered gen4 for the price that ive been paying for the old units. I was told I needed to pay $199 to upgrade but I shouldn't have to pay to upgrade when I should've had that service with gen4 from the beginning of the contract. my account # is [redacted]Desired Settlement: I will like hughesnet to correct the problem and make sure I have the right service with the right equipment which should've been Gen4 and also for some credit to be issued for all the months I paid for having less quality equipment which made it very difficult to use my internet for all my troubles with the slow service I expect the correction of equipment, a credit towards future bills and a better speed quality.

Business

Response:

June 21, 2013

Review: I did Not sign an actual contract with HughesNet, nor did I receive any forms showing my Terms.

I have Not been able to contact them by phone or via their Internet Site. I have been unable to collect any money from them and I NO longer have their Satellite Modem connected.

They continue to take money from my Debit Card each month. I also paid them installation fee/charge and was suppose to get a Refund from them.

Every attempt to call them led to No answer, busy signal, or excessive hold times.

I am disabled with constant poor health and fatigue issues that do Not allow me normal usage of phone and computer.Desired Settlement: I require all monies taken by HughesNet to be returned to my card on file. I also require that they stop any and all future attempts to bill me or charge my card.

Business

Response:

June 25, 2013

Review: I requested that my service be cancelled. The representative refused to listen to me. She told me that they would be giving me a free GEN4 upgrade for 30 days. I repeatedly stated that I did not want this. She did not listen to me or stop talking. After repeatedly trying to tell her that I did not want anything other than my service cancelled, I hung up. I emailed them that I have stopped all payments from my bank and that I am contacting the Revdex.com.

My two previous attempts at cancelling my service resulted in me being transferred between two representatives and then receiving a tone that said my call could not be completed as dialed.Desired Settlement: I want my service cancelled and I want instructions on what to do with the leased equipment that is currently at my home. I want them to contact me by phone and explain the process so I can remove the equipment from my home.

Business

Response:

July 29, 2013

Review: I had emailed them in Feb 2012 that I was moving and to cancel my service. They didn't cancel it and kep charging me $104 a month.

I had moved out of state on Feb 2012, I had emailed them and called them to cancel my service, However they didn't and tole me my contract wasn't over till June 2012, I told them alright then cancel my service in June 2012. I was looking over my bank records and see I was still charged $104.52 a month from July 2012, to July 2013. I once again called them on July 28th 2013 and requested that my service be canceled and who knows if they actually do it this time. They charged me to a tune of $1358.76 after repeated requested that they cancel my service and they kept billing and taking money out of my account, This isn't just illegal it's fraud. The customer service rep both times have argue with me over canceling the service. Any customers that wants to cancel a service should be able to without feeling like they have to keep the service, I haven't lived in the state of Ohio since Feb 2012. I shouldn't have to pay for something that I canceled and don't even use nor will I ever use again. Below is bank records showing the charges from my account.

6/29/2012 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 [redacted] ($104.52)

10/29/2012 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($104.52)

03/29/2013 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($104.52)

04/29/2013 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($104.52)

05/29/2013 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($104.52)

01/29/2013 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($83.12)

10/01/2012 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($104.52)

11/29/2012 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($104.52)

12/31/2012 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($104.52)

03/01/2013 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($104.52)

07/01/2013 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($104.52)

07/30/2012 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($104.52)

06/29/2012 EFT Payment [redacted] Hns Hugh [redacted] Hns Hughesnet86 86[redacted] ($103.45)Desired Settlement: I am seeking a refund of $750 for the services I didn't use and the company did not cancel my service when I had emailed and told them to cancel it. I don't live in the state of Ohio anymore nor do I use this service. I asked them in 3 different manners, Email, phone call, and email again to cancel my service and they failed me as a customer, Every single customer service person I spoke with argue with me about canceled my service, NO company should ever argue with a customer about canceling you

Business

Response:

August 7, 2013

Review: I have tried repeatedly for three months to cancel my service due to relocation. Of four different 800 numbers, none had the option to cancel service. All were New Business only. On 8/23/13, I got a valid phone number for thier Natioal Headquarters. (###-###-####) After an hour they finally agreed to cancel. Of course there is a fee $280.

I have had Hughes net for 3+ Years and Idon't feel that I should be charged, especially since they continued to debit my checking account each month for $94. for services I couldn't use or cancel.Desired Settlement: I also think they should be required to offer the option to cancel service on their web site and all of their advertised phone numbers.

Business

Response:

September 5, 2013

Review: I was hooked up with Hughes Net in April. I cancelled service on 5/31 due to poor internet service. Hughes Net has charged us approx. $470 (internet service for 45 days). I was not told by customer service that there was a 2 year contract on the service. I'm told that it is in the fine print of form we signed when equipment was installed. I have to send back equipment which means that I must climb onto our roof to get transmitter from the satellite dish. This is not safe for us. I am a 57 year old woman; my husband is 70. We are both on disability. Removal of equipment should be the responsibility of the provider. Hughes Net needs to tell customer at the time customer calls for installation about the 2 year contract. It is sneaky putting it fine print on form that we signed AFTER equipment is already installed. In addition, charging $88 per month for internet service is ludicrous. I'm now paying $75 for internet AND phone service. Hughes Net needs to shut down!Desired Settlement: I want credit for all charges for service that was incurred after 5/31 which is the date that I cancelled.

Business

Response:

September 10, 2013

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

Review: I cancelled services and did not authorize debit charges which they insisted on doing anyway.

I repeatedly asked [redacted] not to charge my card after cancelling my services and asked to speak with a supervisor which he refused to let me do and continued to insist on charging my debit card per his supervisor, [redacted].Desired Settlement: I would like for everyone to be aware of the aggravation that HughesNet Satellite Internet Service has caused me from the very beginning of me trying to get service, to trying to have it cancelled. It took 3 months to have it installed and it never worked properly for the month I had it and when I tried to have it cancelled they wanted to charge me for the full 12 month agreement. When I asked to speak with a supervisor I was denied that as well.

Business

Response:

December 2, 2013