Hughes Network Systems

Review: On sunday 03-26-2014 my email connection to the internet was disconnected without any advance warning and without any notice by phone service. I went for almost a week before learning that hughes net had done this. I have 2 accounts, one is [redacted] and this one someone started sending spam, and without warning me both of my accounts were disconnected. I called and spoke with someone with no knowledge on what happen so I asked to speak to a supversior and they would not connect me.Desired Settlement: Credit for damage caused to my system by Hughes net not informing me of the problem and letting me handle it instead of just shutting down my whole system.

Business

Response:

April 14, 2014 [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 to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Please be advised, at the time **. [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement pertaining to unsolicited bulk communications. “You may not use the Service to send unsolicited bulk communications, including through email. Similarly, you may not authorize others to use your account or sub-accounts to send unsolicited bulk communications, or cause unsolicited bulk communications to be sent by someone else.” If **. [redacted] is still experience issues with his email account he would need to contact me at the number below. In light of the issues, Hughes applied a credit service credit to his account 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. 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 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: Poor customer service and cancellation policy

I ordered service from company, installer showed up to install equipment, told us that he has to place the dish on the roof, we told them it should go on the side of the house, he stated its better to put on the roof. after it was installed the dish is HUGE, not small, he placed it on the roof in the middle of a window. when ask to remove it he told me he couldn't and that if we removed it that it would damage my roof and it would now leak. after discussing this with him for several minutes he told me "look I have other apts I need to keep, I will come back Monday and remove it". When I called to discuss this with Customer service I was told that their installers are not trained by their company and that they are 3rd party employees. they wouldn't do anything with the dish that we had to remove it and repair our roof ourselve. SERVICE: promises fast internet speed. well you get that for the first few weeks, then it starts to drop your service and knocks you off line all the time. NOT worth the hassle. by the way a customer service rep never came back out to remove the dish, we had to remove it ourselves and return it.Desired Settlement: nothing, just wanted people to kno wthat this service is horrible and I don't recommend.

Business

Response:

May 10, 2013

Review: I called HughesNet in January to cancel my internet service. I don't remember agreeing to putting the account on hold for 6 months. on 27 July13 I was charged for internet service at an address I don't even live at anymore. when I call to findout why I was charged I was told that I agreed to put my service on hold and that the $73.44 was for July's payment. I told them I canceled my service in January but the refused to return the money they took from me. I did not get a phone call from them asking about the service they just turned it on and charged me for internet.Desired Settlement: I would like to have my $73.44 refunded to my account because with them taking that money it put my bank account in the negative.

Business

Response:

Review: Attempting to cheat me out of my money.

I received services from Hughesnet for Internet and I have had problems from then since. I have filed a complaint before. I have currently not had any services since April of this year and now I called to restart my services and are trying to charge me for all the months from April-now. When I asked the customer service person how can you charge me for what I didn't not use, she then said well I see on your account a while back we waived 69 dollars on a bill and now that is being added back and I asked how can you add something that you recently took off. I did tell her I will not pay 149 for services I did not use. All this business does is lie to customers they tell you oneDesired Settlement: I am seeking to get my services restarted only paying my monthly bill of $64.19. And that my bill remain at this price because it is constantly being changed.

Business

Response:

Review: Advertised a product (internet service) that did not work, never worked to the advertised status. Upon request to cancel service Hughes net will not process cancellation without a huge fee ($265). Now we just found out that the service was never installed properly to begin with. So we have paid over $660 in the last eleven months for a service that was never set up by Hughes net to work properly and they expect a payment of $265 to stop charging us.Desired Settlement: Refund for payments made for services that weren't rendered.

Also for Hughes to be a more respectable business and not try and bully rural citizens with their services due to lack of competition in internet providers.

Business

Response:

November 5, 2013

Review: On May 23, 2014 I answered a mail flier from Hughes Net for internet and phone service. On that day I ordered service to be installed and Hughes Net debited my [redacted] card for the requested fees, $144.93. On May 30 at 12:00 noon the installer came, his name was LaGrande (I do not have his last name, he said he was from Idaho, I believe). He installed a dish and related equipment for internet and phone service, none of which worked at the time of install. When I asked him to make it work he said all he does is install not technical, it was up to me and Hughes Net to figure out how to make it all work. I tried to get the phone and internet to work until 2 am that next morning-to no avail. At approximately 6am I called the only # I had for Hughes Net and explained the problem and asked to cancel the service effective immediately. The representative said fine and said I would get a complete refund of all fees provided I returned 3 components to them in the return box they would send right out. Keep in mind this was May 31, Saturday. I received the return box and label on June 24, I shipped the 3 components ups, in their box with their return label on June 25. Hughes Net confirmed they received the 3 components and my refund will be forthcoming. I have called them several times and have only received a refund of $81.30 to date. They say the advanced billing dept. will not release the remainder of my initial payment because one of the components did not arrive back in time. I could not return them until I rec'd the return box and label as per their instructions and then shipped it the following day, how could only one component arrive late when they were all shipped in the same box?? When I stated the company was stealing from me by not returning my money when I was promised repeatedly from several of their representatives that they would make a full refund, the man (Edgar) said he would speak to his super. This person, according to Edgar, approved the refund of $81.30 (the amount advanced billing dept. approved), and also was going to override the other dept. and refund the remainder immediately. I rec's the $81.30 credit to my card on 8-13, I have not as yet rec'd the balance. I have called twice to have this refunded as they promised, and have met with an attitude that they do not know anything and will not return the balance of my payment. I have called them (###-###-####) on 5/31/2014, 8/12/2014, 8/18/2014 and 8/22/2014 and still no result.Desired Settlement: I would appreciate any assistance with this matter you can provide. I do maintain that Hughes Net has lied to me in promising a full refund of payment upon my cancelling within 24 hours of the installation. Also, they were negligent in getting the return label and box out in a timely fashion--was this on purpose to effect an excuse to not refund monies?? At any rate this is not my problem as a customer, I complied with their instructions completely. If their internal system cannot process cases in a timely fashion that is for them to resolve internally-not take unfair advantage of their customers. Thank You.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Fri, Aug 29, 2014 at 10:34 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Review: I had the connect plan with hughesnet internet gen4. I was told I had the 10 Gb internet cap 5gb anytime and 5 gb bonus. They told me and soon as I ran put of the 5 gb anytime that my 5gb bonus would go into affect. This did not happen. They throttled my internet speed without telling me and put me under FAP which is the fair access policy which was never mentioned in the contract agreement. I tried to cancel my subscription with hughesnet and they hung on me numerous times.Desired Settlement: Termination of the company in general or free internet for 6 months to a yr no data internet cap.

Business

Response:

January 9, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 29, 2013, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed.

We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where he can be reached and/or email address. Our records indicate that **. [redacted]’s account was activated on December 9, 2013.

Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to his account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted].

Sincerely,

Office of Executive Support

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

Review: On January 29th 2014 my wife contacted Hughesnet to cancel an internet subscription at the end of the contract period. We were told we would receive a box to return a modem and power supply around the first week of March (7-10 days after March 1st). We received more charges to our bank account from Hughesnet and called again on March 3, 2014 when a $67.68 transaction was pending our bank account. With both of us on the line we were told by [redacted] that our account had been successfully cancelled and a credit had been issued of $66.93. I requested the date of said credit and was told 3/1/2014. Charges of $67.68 were taken from our bank account on 3/3/2014 and there is no credit. Contacted Hughesnet 3/4/14 and was told the account was not cancelled and we would need to speak to account management again. He transferred us to a closed department. Case number from 1/29/14 [redacted]. Case numbers from 3/3/14 [redacted] and [redacted]. Case number for 3/4/14 was not given before transferring us to a closed department. We are out of contract and have made multiple attempts to cancel but they are still charging us.Desired Settlement: We want our account cancelled effective March 1st 2014 as discussed on 1/29/14 and were told it would be. Refund the charges for March 2014.

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 and is seeking a refund to his account as a result of prior cancellation request.

After further review, **. [redacted] has been issued a refund of $68.43 to the credit card on file.

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 never received credited amount due to me. I recently changed banks before realizing the missing funds. now I'm told that I cannot get the money back

I ordered hughes net but changed my mind and canceled my order. I was told my account would be accredited back the money in 7 days. I waited 12 days and without thinking changed bank accounts. After I realized I never received the funds promised I called hughes net and was told that the money can only go into that account so I cannot get my money back. They refused to send me a check or credit it to another card. All I wanted was the $60 they took from me.Desired Settlement: All I want is my $60 they took from my account and wont refund back to me.

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 attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding an order canceled for Hughesnet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s order was created on July 8, 2014 and canceled before the service was installed. Due to the account being cancelled before install, there was no contractual agreement and the early termination fee of $400 doesn’t apply. [redacted]’s account was credited the disputed amount of $49.98 and that amount was refunded to the card on file on July 25, 2014. Our advanced billing department was able to confirm that the refund was received by [redacted]’s financial institution. Per the notes on her account, [redacted] states that she didn’t receive the refund because she changed bank accounts prior to posting the refund. Please be advised that we do have a confirmation transaction with reference numbers that the refund was successfully received by the bank. [redacted] will need to consult with her financial institution on the whereabouts of the refund in the amount of $49.98 that was issued to her card. There was no amount of $60.00 billed by Hughes as referenced in her letter. 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 the 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: On May 28, I have cancelled my services of HushgesNet. I was told by the reprehensive that they could not cancel immediately but the service would be cut-off by June 18 because I had already paid for service for the entire month period May 18 - June 18, afterwards I would not be billed further. After agreeing to the cancelation of service, the representative tried to have me upgrade to Gen4 internet service. I refused. The representatives mention to me that I was still in my contract period and I could not cancel before the ending of the contract. I mention to the representation that I was a part of the class action suit that gave me the right to cancel without addition fees and services. He listened to my knowledge of the class action suit, then proceeded to upgrade my service without achledging my knowledge of the class action suit. I continued to tell him that I did not want to service any longer. On June 20, I received an alert from my bank ([redacted]) that Hughes Net had debited by account for $91.32 and a service fee of 27.50. I only put enough money in that account to pay outstanding bills for the month and Hughes Net was not one of them. I called Hughes Net to complain, the representative stated my account was reactivated and I am to have an upgrade to Gen4. I told the representative that I did not agree to an upgrade and I wanted my refunds. She said that there would be a cancelation fee of 100.00 before see would proceed. I asked for what? She said, for the service we are providing.Desired Settlement: I want a refund of my 91.32 and my bank fee 27.50

Business

Response:

June 20, 2013

Review: Hughes net give me 30 days to cancel the service so when I call to cancel on the 15 th day they gave me 60 more day to try the service then when I called them on the 59th day they said it was to late and are now charging me early termination fee of $390.

Business

Response:

June 17, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on November 11, 2013. On November 30, 2013, **. [redacted] requested to cancel service but accepted a retention offer to extend his trial period for an additional 30 days. The total of 60 days begins from the date of install not after the initial 30 day period. Our records indicate that **. [redacted] was notified that his second trial extension would expire on January 10, 2014. **. [redacted] called back on February 10, 2014 and again requested to cancel service and was informed that his trial period had expired. 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 credited of $195.00 to the 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]

Review: First off I don't even know how to begin to describe how disappointed I have been with the Hughes Net internet service. I was very new and skeptical with the satellite TV/internet, that I called Hughes Net representative to discuss their service. After being conned into the service I signed up and my internet was installed. The first few days, the internet was decent would lag quite a bit but thought maybe it was the weather. After the first month or so nothing improved and quite honestly the internet became even worse. We called the Hughes Net 1-800 number and the representative said that he would complimentary bump our internet package up with no additional charge and our internet should run smoothly. After giving it a few days, nothing changed with the internet and our "complimentary" internet was billed to us. We called Hughes Net multiple times to try to resolve the issue and the issue was never resolved. The issue was so bad we had to run a line from the neighbors house to our wireless router so I was able to complete school work on time. So here I was paying money for months for a service that I really wasn't even receiving. I had had it with the customer service and excuses as to why the internet wasn't working. When we called to cancel the service we were told that we would be billed for their equipment if it wasn't returned. The equipment was returned and now I am being billed $385 dollars for a fee. Quite honestly I feel that Hughes Net got more than enough money from me.

Product_Or_Service: Hughes Network Systems - Internet

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like this $385 fee to be waived.

Business

Response:

July 11, 2014 **. [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 HughesNet service and is seeking to cancel without penalty. At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Our 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. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] encountered with our service; Hughes has waived the early termination fee bringing the amount due to $0.00. While Ms. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. **. [redacted] may contact me with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

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 have 2 complaints to state. One is that I have never received anything about the billing that would be done on this account. The only paperwork I got was the the papers received when the tech hooked up the service. Which really has no information. I have called them 2 times about the service not working properly. I had other services prior to this and it worked great. They state that the problem is not their fault but to contact my computer company and have them check it out. They never said that when I get the service protection plan that there is also a charge for them to come out on top of the monthly fee I pay. (which this fee is 25.00) I am not sure why I am paying an additional amount when I pay monthly... This was never told to me from the beginning. I have tried many times to chat with customer service and can never get anyone to stay on with me they leave the chat as they say I am not communicating with them and leave. I do text chat and they can not get the messages... I was to get the plan for 39.00 a month for the first 3 months and now it is over 60.00 a month in fees and extras.... I have only had them for a little over 2 months and am VERY VERY unhappy with the services. I had to call again today and needed help as nothing was working right and they had me doing things on the computer and I am not a tech or computer person so I had no idea what was going on.. ( I thought this was why I was paying all this money so someone can come out and help with the issues) The call ended with call you computer company I got it from and have them figure it out cause its not or problem.... I find out again that I am stuck in this contract for 2 years or pay a huge amount of money.... They gladly took out the money for the services from my account but never received a bill or statement or anything.... I have contacted them several times but do not remember all the dates..Desired Settlement: I would like to be able to cancel my services and not be responsible for the early termination fee of over 300.00 and send back their equipment. I have already paid for two months of service that has not worked. I will not ask for a refund for the time that I did have the service and it did not work right and nothing on the internet would come up. I do however ask to have the services stopped and not be responsible for the early termination fee.

Business

Response:

May 15, 2013

Review: Hughes keep using an authorized banking account from a friend of mine that was used one time and refuse to remove even though bank contacted.

I used friends bank account for one time debit to make payment. Hughes refuses to remove this account and keeps removing $$ from her account which Hughes have been contacted several times and still refuse to remove..... unauthorized bank account and has been reported to the bank. However, it keeps costing my friend, [redacted], $$ because of this. This needs to STOP immediately.Desired Settlement: Pay [redacted] for $50 bank fees for this as she has been charged by her bank ($25 at a time) for them to remove and her to try and stop payment of this). Hughes STILL REFUSES to remove her account. See correspondence.

Business

Response:

May 17, 2013

Review: Hughes Net does not explain to people about a usage limit when that person agrees to a contract.

Every month I am met with my service being limited. This usage limit was never explained to me. Also, I told Hughes Net that I would not be able to pay for service until the 3rd of each month because my Social Security check didn't go into my bank account til then. They went ahead and did installation on April 2, 2014 and told me having the payment come out on the 3rd would be fine. When I called on June 2, 2014 I was told I was misinformed and that my payment is actually do on the 2nd. I could file a extension date for payment, but since the money was to be put into my bank acct on June 3rd there shouldn't be no interruption in service. They interrupted my service June 5, 2014 and now the email they sent me says they can't get payment due to a system upgrade. Nothing has changed with my bank acct info, I don't understand this and they have limited my service unless after three days I have limited service because I have reached my usage limit. I talked with [redacted] on June 2nd fromt he [redacted] TX office and when I asked the lady who told me I was misinformed about the payment due date that I wondered if what she was telling me was information she gave this confirmation # [redacted]. I live month to month on disability and if I break the contract they can go to my bank account and take money out of my acct. I am so afraid they are going to cause me to have overdrafts charges it isn't funny. I want out of my contract, but I can't have them messing with my monthly income. They also do not tell you of a usage limit. I learned of this when I read the contract they sent me after I agreed to the contract by telephone. Every month it is a hassle, I use most of my phone mins ( my phone is Assurance wireless who give low income families free monthly phone service) trying to correct some issue almost monthly.

March 21

Thanks again for choosing HughesNet. If you have questions regarding your order or installation, please call [redacted]. [redacted]

[redacted] took place on April 2nd 2014

March 22

Dear [redacted],

Your request for an order upgrade has been accepted.

Order Summary

Order Number: [redacted] Site Account Number (SAN): [redacted]

Pin #: [redacted] Site Address: [redacted]



Track Your Order Status

in real-time now:

View Order Status

Date of order: 03/22/2014

Charge at the time of order: $0.00

Amount charged to your credit card at time of saleDesired Settlement: I want out of my contract with no monetary punishment for doing so from Hughes net.

Business

Response:

July 1, 2014 [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. Our Executive Customer Care representative reviewed all pertinent database records. Relative to **. [redacted]’s concerns, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. “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.” We have reviewed the sales call and after review we did read the terms and conditions of our service specifically related to our Fair Access Policy, Early termination and the $40.00 hold. We also advised **. [redacted] that she would be charged every 3rd of the month. As a result, we have changed the due date to every 3rd of the month. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands the **. [redacted] frustrations. Hughes value **. [redacted] as a customer. We have added free tokens to **. [redacted]’s account to use a future date. In addition, we also added a one month service credit to her account of $63.43. Unfortunately, we will be unable to waive the early termination fee. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [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. I want to work with this business and I am hoping that I do not have any further issues with my Hughesnet service.

Regards,

Review: I started with this company in July of 2013. On 7/1 I had a debit in my bank account for 1.33 from HNS Hughesnet com [redacted]. This was to open my account. I was told that the introductory price would be $39.95 a month for service. On 7/30 they withdrew 70.90 from my account. On 8/30 they withdrew 70.90. On 9/30 they withdrew 90.90. On 11/4 they withdrew 90.90. The service was very unpredictable, so I did not pay in Dec. and they sent me a box with instructions for returning the equipment. I followed the instructions to letter and sent equipment back with the prepaid label in the box. On 1/13 they debited my account 70.32. On 2/3 they debited my account 132.40. Thus began several calls trying to straighten this out. I was talking to people in the Phillipines, per conversations. They told me to get a tracking number and have the package traced. I called both the place I dropped the box off to as well as [redacted] an USPS, because I wasn't even sure who it was sent by. I was told by all that the company that sent the prepaid label was the only one who would have access to the tracking number. In the mean time on 3/3 they debited another 90.90. Upon that phone call they refunded 92.91 and said that they had received part of the equipment and was why I was charged 123.40. They could not have received partial equipment because I checked off each piece listed. I settled for the 92.91 refund, but was not happy. I mistakenly thought this was the end of the matter. On 5/5 another debit was taken from my account for 318.00. I called and was very furious with this and demanded a refund of this money. I am retired and on a fixed income. I talked with representatives who would only repeat that they had not received equipment. There is no explanation or excuse for this treatment. I am very unhappy and frustrated with this whole experience and need some resolution or recourse.Desired Settlement: DesiredSettlementID: Refund

I would like to get my $318.00 back and be completely finished with this company. I threatened to go to every social media I could and tell my story. But would really just rather get this last $318 back and be done. Thank you for any help you can give me.

Business

Response:

June 2, 2014 [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 the return of her equipment. Our Executive Customer Support reviewed all pertinent database records prior to establishing contact with **. [redacted]. Due to leasing the equipment it is required that the customer return the equipment to avoid being charged an unreturned equipment fee. After further review, Hughes will issue a refund of the unreturned equipment fee of $318.00 to the credit card on file. We have manually received the equipment and the refund should post to the credit card in (5) to (7) business days. **. [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]

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 SIGNED ON TO HUGHESNET BECAUSE THEY SAID THEY HAD FASTEST SERVICE AROUND. THE FIRST MONTH IT WAS SO SLOW I COULDN'T EVEN SEND AN EMAIL. I CALLED THEM AND THEY SAID I NEEDED A BIGGER PLAN. SO I GAVE THEM PERMISSION TO MOVE ME UP TO THE NEXT PLAN. THE FOLLOWING 2 WEEKS IT WAS JUST AS SLOW. I CALLED BACK AND THEY SAID IT WAS MY FAULT. I WAS USING THE INTERNET TOO MUCH. I HAD TO GO TO THE HIGHEST PLAN. I TOLD THEM IF THIS DOESNT FIX THE PROBLEM COME GET YOUR EQUIPMENT. THE NEXT WEEK OR SO IT WAS JUST AS BAD. I CALLED AND TOLD THEM TO CANCLE MY SERVICE. THEY SAID IT WOULD COST ME ALMOST 400.00. I ASSURED THEM I WAS NEVER HAPPY AND WANTED ALL MY MONEY BACK. THE FOLLOWING WEEK THEY SENT A LETTER WITH THE NEXT MONTHS BILL. I CALLED AGAIN AND SAID GET YOUR EQUIPMENT OFF MY ROOF AND GIVE ME BACK MY MONEY. THE NEXT MONTH THEY TOOK 400.00 OUT OF MY CHECKING ACCOUNT AND SENT ME A BOX. I HAD TO CLIMB ON THE ROOF AND REMOVE THEIR EQUIPMENT MY SELF OR PAY ANOTHER 350.00. WORST SERVICE I HAVE EVER HAD WITH ANY COMPANY ALL MY 58 YEARS OF LIFE!Desired Settlement: MY REFUND AND THE CHANGE OF ADVERTISMENT THAT THEY HAVE THE FASTEST SERVICE OF ALL. I WENT BACK TO VERIZON AND THE SPEED IS 5 TIMES WHAT THEY PROMISED AND I NEVER GOT!

Business

Response:

December 19, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # 9832396

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes it is our understanding [redacted]. [redacted] has some concerns regarding her HughesNet service and is seeking to cancel without penalty.

At the time **. [redacted] ordered her service, she had to agree to the ter** and conditions of our subscriber agreement to begin her service with Hughes. Our 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.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy.

We have waived half of the early termination fee; bringing the remaining balance to $198.61. **. [redacted] has disputed the early termination fee with her financial institution and it appears she has received a refund. The fee is a valid charge she it has bounced back to her account.

We sincerely regret any inconvenience [redacted]. [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 wish to terminate my service and they won't let me.

I have fulfilled my two year service agreement. I called them on December 6, 2013 to terminate the contract. I have moved and can't find the original agreement. But I supplied them with my social security number to verify my identity. They asked the address associated with the account and they said it was the wrong address. I have no correspondence from them to verify what address they have for my account as the payment is being taken directly from my bank account. They asked what phone number was associated with the account. I had no landline phone at the time I signed up with them. So I must have given them a cell number. I had several cell phones at the time because I was trying to find a phone that would work in the remote area I lived in. I gave them all the numbers I could remember and they said none of them were correct. So they refused to terminate the account saying that I could not verify my identity. I am on Social Security Disability and this is a substantial amount that I am paying them. I must figure out a way to terminate it. Thank you for your help.Desired Settlement: I want to terminate my service immediately.

Business

Response:

December 19, 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 Support division of Hughes it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and seeking to cancel without penalty.

After further review, we are unable to find **. [redacted]’s account with the information provided. We can locate the account with the credit card number that is being charged.

**. [redacted] will need to call me directly with his account information.

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: Huges updated email program damaged internet service, enteral emails worked only, so they said it worked, no outside domain emails, fixed but upset

Had to call Microsoft, 4 hours later, nothing wrong, told to call hughes back and ask for escalation, did, was told ok, will work on it and call tomorrow, they fixed late afternoon next day and never called. But tech lied, service interrupted for a week, bad service and bad tech info, just wanted you to know because some friend's of mine with hughes still cannot get outside emails.Desired Settlement: I would like you to check on them fixing everything right for all clients and when they say they will call back, they should do so

Tech should be better informed or told not to lie about situation.

They are to big a business to treat us like this or get away with this, or hire someone to update email program and screw everyone. They should fire that programmer, no excuse for the money they make

Business

Response:

July 18, 2013