Hughes Network Systems

Review: I was charged an early termination fee of $400.00.

I made attempts to cancel the service by the contract date but was left on hold for over half an hour and was not able to complete the cancellation until after the contract date.

They convienently show no record of my attempts prior to the contract date and thus charged me $400.00 because I cancelled on the "new contract date" as opposed to before it.

Also, this "contract date" was a moving target between on or before the actual date....Desired Settlement: I would like my $400.00 refunded as I made attempts to cancel the service but essentially was denied through their phone hold system.

Business

Response:

March 28, 2013

Review: I have had nothing but issues since I signed up with this company. I was guaranteed product information that was inaccurate. This revolved around me supposed to be getting 30gigs a month when in reality I was only getting 15gigs. The supervisor state that this was correct. I was offered 25$ off and 3 gigs for the remaining month and was assured that my issues were resolved. I woke up today and saw a download in which was high, and they stated that it was because of my router. The closest person to me is 20 miles away and there is no feasible way that when my computer is shut off almost 1gig of download would be present. I have also ran a test and provided the company with the fact that I am losing 10-12% of packets in downloading. When I asked if I could receive a diagnostic on there end they stated that they do not have a tool to do that. Based on the fact that my problem is still not resolved, the agreement last night is null.Desired Settlement: I want my service ended at the end of the month March 31st. At that point I want the early termination fee or 400$ waived. After that I will be satisfied and never return to this company.

Business

Response:

April 2, 2013

Review: Hughesnet has supplied us with tools to check our usage in a day. (we get free download from 2-7 in the a.m.)when we check our usage in the morning when getting on computer it is always 100%. Lately it is showing 82%,74%, etc. I have called on numerous occasions to try and find out why this is happening. Unfortunately, you cannot understand what the customer care rep is saying nor the tech and tech supervisor. I have asked to talk to someone who can speak fluent english but can't ever get anyone.Desired Settlement: to get the reset of our usage back to 100% so we will have all our usage available during the day. Our other concern is, if I am getting frustrated about not being able to communicate with them, then I am sure their are others. All we ask for is someone who can talk english that can be understood. ThankYou

Business

Response:

April 2, 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 have had Hughes Net for my internet service since 2011. I have had trouble with this service since August of last year. I keep getting an error sign that say can not connect due to being timed out. They have supposedly "fixed" this problem Three times. I have had to pay for "repairs" twice and the service is still not doing what it is suppose to do. My service is only suppose to be 39.99 plus a repair inssurrance. , but every month I get a statement for 52.62, witch is 7.00 dollars more a month than what I am suppose to pay. I have contacted them so many times I cannot give you a correct amount, but the estiment is probably 40 times, and I still have problems. Is there anyway you can help me with this problem? I feel that if they would just replace all the equipment that I have ( sattilite and modem) to a newer or better model that I will not have this problem anymore. I have asked repeatedly for them to replace my modem but they keep putting me off. THis is very frustrating. Please help. Thank you very much,

[redacted]Desired Settlement: I would like all of the equipment that I have had for the last 2 years to replaced by new equipment. I do NOT want to have to pay for more equipment or repair fees. I would like my bill to be the 45.62 that is is suppose to be instead of the 52.62, they keep billing me.

Thank You

Business

Response:

June 19, 2013

Review: I signed a contract with this company for satellite service on 12/15/ 2012 and since this day I always paid this bill by electronic tranfer from my bank account to them. My new bill for July shows a charge of $5.00 for a hard copy bill for a service that I never ask them to provide me. I called customers service on Friday, 21 June to ask them to correct this new charge on my bill and the lady at customer services in the [redacted] (###-###-####) told me that the only way for them to clear this new charge is by let them to have access to automatic draw from my bank account. I told her that how this situation should be possible when I never ask for this service and now her company try to have access to my back account . I explain to her since I signed with them for service on 12/15/2012 I paided by electronic transfer from my account and never with delay payment. I think this company try to use a wrong tactical way to get access to customers bank account without any reason and without the approving of the customer. My Hghest's account is; [redacted]. Please advice me and help me to get this situation correct.Desired Settlement: To fix all my new bills with the correct charge service.

Business

Response:

July 3, 2013

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

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: 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: I have had Hughesnet Satellite internet for a year. I have cancelled my 2 year contract early because Hughesnet was not able to provide me with a consistent internet service. The service I received was not only unreliable but when it was working it was so slow or intermittent that I was unable to use it. I had service techs come out multiple times to repair it only to have the same problem come right back. I moved from North Dakota to Washington state and had my internet set up at a new address. A service tech came out and installed the dish. once again the internet was unusable. I cancelled my account after paying for 1 years worth of service during which I received either very poor, intermittent, or non existent service the entire time. Hughesnet refused to refund any months of poor or nonexistent service. Hughesnet also charged me a contract cancellation fee per their contract of $220.00 They refused to eliminate this fee regardless of the circumstances. They apologized that I have had poor service but were unwilling to credit the account for previously non serviced months. Hughesnet was insistent that the $220.00 cancellation fee would be charged to me and that nobody in their company had the authority to eliminate that fee since it is automatically generated. Hughesnet was only willing to troubleshoot the problem and was not willing to credit or eliminate any fees. It is my opinion that Hughesnet should stand by their service and product. They should not charge for months not used if it is their poor service that is the responsible party. Although I am ok with paying them for the time I have had the account it is my opinion that in a situation where their product is not what it is advertised to be or what contractually I am entitled to that the company should not be charging for the service or a cancellation fee.Desired Settlement: Please either credit my account in the amount of $220.00 so that the cancellation fee will not be charged to me or eliminate the cancellation fee altogether.

Business

Response:

August 22, 2013

Review: I signed a 2 year contract for Internet service with them and I called in the 1st 2 days because the service would not do what I was told it would do such as gaming, facebook, and upload pictures to drop box for my husbands job which was the purpose of getting the service and they said they would resolve it by giving me "tokens" whatever that is. So by the end of the 1st week which I have had the service since March o 2013 I was trying to cancel the contract and I have called every month since the service was installed trying to get this resolved or cancelled so finally today I finally got them to understand I want the service cancelled so I would not be paying 60-70 dollars a month for service I can't use and they informed me they would charge me a $355 early termination fee... Well I would not have a problem paying that if it were my fault the contract was being cancelled but its not me it is the service that is not standing up to its promises and obligations... This company is an absolute rip off and I have not been able to speak to anyone who will try to help me at this company... I am not the only person with this issue there are complaints all over the Internet about this company and their horrible service and even worse the horrible customer service so if someone could please help me and other do something about this company I would greatly appreciate it.Desired Settlement: Waive the early termination fee of $352.00

Business

Response:

August 22, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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]’ service was activated on March 22, 2013. On August 13, 2013, **. [redacted]’ account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $352.05.

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]’ 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 $202.05 in addition to the credit of $150.00 our billing support placed on her account offsetting the early termination fee. We notified **. [redacted] of our decision on August 22, 2013.

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]

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: Poor service.

False advertising.

. It is inappropriate for you to charge me this fee for two reasons:

i) No person ever informed me that I was signing a 24-month contract - not in person at the time of installation or on the phone. I was present personally during installation and I was not informed.

ii) The service is unsatisfactory. I would be delighted to remain a Hughesnet customer if I could use the service, but the upload and download speeds are unusably slow. I have called several times to trouble shoot.

I think your lack of disclosure around a 24-month contract- and service contracts are non standard for internet providers such as cable and dsl - to be predatory. You must be aware that most people to not read 10 or more pages of paperwork when they sign something when a technician is in their house. Further, there is no mention of an obligation or contract anywhere I can find on your website, where you advertise the Gen4 package that I subscribe to.

Furthermore, the reason I would like to cancel my service is that the internet speed is slow awnd spotty in bad weather. Poor service is a breach of contract on Hughes Net's part. I have already paid three months of service to log on to the internet six or so times.Desired Settlement: I would like a refund for my partial month of service.

I would like HUghesnet to waive the cancellation fee.

I would like Hughesnet to remove the Sattelite from my property.

I would like Hughesnet to inform future customers that they are signing a contract.

Business

Response:

November 15,

2013

Review: I ordered HughesNet services on Sept 30, 2013 with a promise of 15Mb internet speeds. I had to give them a debit card # to activate service, and the first month's service for $51.84 was drafted from my account. On Oct. 5, the technician installed the satellite and modem and for 2 days we were never able to get more than 3Mb (1 was typical). On Oct. 6 I called to cancel the service citing that the product was not what was promised. After 20 minutes on hold, I was connected to a customer support person who then transferred me to someone else. Twenty more minutes later, a billing representative was connected and I was told that my account was closed and I would receive a box to return the equipment. After 2 weeks with no sign of the box, I called again and was assured that my account was closed but that they would send the box at the end of the month I had paid for. I called an additional time just to verify that this was the case. On November 5, another charge of $61.84 was removed from my account. Since they process their payments as one time payments, I cannot block the charges through my bank. After an additional 30 minutes on the phone just now, I was told that while I cancelled my service, my account was not closed. Now that I have given them my card number, they can continue to charge my card and I have no recourse. THIS IS CRIMINAL!Desired Settlement: I want a refund of my money, to receive the box to return their equipment and for them to make NO FURTHER CHARGES TO MY ACCOUNT. I wish to no longer do business with this dishonest company and want this issue closed.

Business

Response:

December 5, 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, we contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a refund to his account.

Our executive customer support reviewed all pertinent database records prior to contacting **. [redacted].

Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.

“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”

After further review, we show that **. [redacted] attempted to cancel the account within his 30 day trial period; therefore we have issued a refund of the early termination fee to the credit card on file in the amount of $361.98.

Our records also reflect that a box was shipped to **. [redacted]’s site as well. The equipment needs to return within 45 days to avoid being charged an unreturned equipment fee.

We attempted to notify **. [redacted] of our actions on 12/5/2013.

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: They signed me up for automatic billing without consent.

When paying my bill online on November 4th, I checked my bank account to make sure it came out and when checking the account I saw that there were 2 charges on my account. One for the amount of $133.00 that we had entered in manually to pay and another amount for $133.25 that we DID NOT authorize. Upon contacting Hughesnet they said that in paying my bill online that it automatically signed me up for automatic billing. No where on the page and I did not click a box authorizing automatic billing. They refuse to put the money the money back into my bank account.Desired Settlement: 133.25

Business

Response:

December 9, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] had some concerns regarding her HughesNet service.

Hughes will be contact **. [redacted] to reach an amicable resolution regarding her complaint.

If **. [redacted] has any additional questions; she may contact me at the number below.

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

contact me. Thank you very much for your consideration.

Very truly yours

Review: hughesnet keeps taking money out of my bank account for services I do not use. I have repeatedly called and told them not to do it but to no avail. I have not used their services since 05/27/20013 yet they keep taking my money. they were suppose to send me a box to send their equipment back to them which they have not done so far. their service was terriable and I have noticed there has been at least one class action lawsuit against them for problems like mine.

any help you can give me on this matter will be greatly appriciated, Thank YouDesired Settlement: stop taking my money for services I dont use and give me my money back.

Business

Response:

December 9, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on July 30, 2012. On May 30, 2013, [redacted] agreed to have his account placed on a seasonal suspension for six months while

he decided if he wanted to cancel service or not and it was indicated during the reading of terms and conditions that service will automatically resume after the six months expired. The service was resumed as of November 30, 2013. The account was billed from June 30, 2013 thru November 30, 2013 in the amount of $335.91 which included an early termination fee in the amount of $184.05. The

remaining $151.86 covered the monthly modem rental and express repair charges which are still billable during seasonal suspension. Per Hughes’ subscriber agreement 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 cancellation policy. We have issued a credit in the amount of $151.86 for the charges made to the account during the suspension period excluding the early termination fee and we have refunded that amount 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,

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: 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 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: I had internet installed on January 9th 2014. I was not informed when my first bill would be due.

As I was checking my bank account I noticed a payment of 50.67 was deducted on January 14th 2014.

They neglected to inform me it would be due five days later, for services for the month of February 2014.

I agreed to auto pay but I was not informed that this would occure with in 5 days of installation.

When I called customer service they were rude and unprofessional.Desired Settlement: Require company to inform customer properly when first payment will be deducted after installation.

Business

Response:

February 7, 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 her HughesNet service.

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

After further review the account has been cancelled. In light of **. [redacted]’s issues; Hughes issued a refund of the service fee of $50.67 to the credit card on file.

A pre-paid label and box will be shipped to **. [redacted]’s site. **. [redacted] would need to return the equipment within 45days of her cancellation date to avoid an unreturned equipment fee being charged to the credit card on file.

**. [redacted] may contact me at the number below with any further 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,

Executive Customer Support

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

[email protected]