Hughes Network Systems

Review: we have has the survice for 7 mounths our survice is slow they had too send a tech out he rescheld 3 times he finlly came out but our surice is still

slow we want to stop our survice but we think we should have too pay for anything becouse we arent geting any surviceDesired Settlement: to get them to turn off the survice with out us paying anything

Business

Response:

April 1, 2013

Review: Inquired about interent service at my ranch [redacted] (first Name only) stated that we will be able to receive internet service through HughesNet. He setup the sale and had an third party contractor come out to install the service. The third party contractor could not get the internet service to work and stated to call hughesnet and ths is where the problems began. I have spoken to 5 different people and 4 different case numbers and no resolution. I received the service on 04/18/2013 and cancelled 4 days later on 04/22/2013 and they told me that I still had to pay for the installation fee and also pay for the equipment to be removed and send the equipment back to receive a refund on the equipment. They were not willing to refund me anything due to that I have had the service on 4 day and and has not worked since the installation ... THis is bad business..Desired Settlement: I would like for them to stated that due to that I have only had the service for 4 days and it was cancelled on the fourth day cancellation number [redacted] and account number dss[redacted] that I should receive a full refund not partial due to that I never used the service.

Business

Response:

April 30, 2013

Review: Hughes was told one payment from my account but kept taking moneys until I was over drawn. Now they want more money because I stopped payment because of their lies. I feel they truly Lied and should not be forced to pay more to them. They want me to get on my roof to get things they put there I feel they should come get it themselvesDesired Settlement: I would like my bill cleared

Business

Response:

May 23, 2013

Review: I had internet services with HughesNet and I went through my 2 yr contract and in those 2yrs I maybe got to use my internet for about a year. I had techs come out and try to fix the problem but they still kept on billing me full price for service I pretty much never got to use. I canceled my service with them and a customer service person there said I had to send in my modem so they can see how much of internet I got to use which happened to be a lie that I found out today on 5-20-13. Told customer service person I just wanted maybe half of roughly $900 back that I spent for an internet I never got to use. talk to floor supervisor said couldn't do nothing.Desired Settlement: would like to have at least $500 back of my hard earned money for a service that was very poor! and that would be an understatement

Business

Response:

May 23, 2013

Review: hughesnet has taken 310.00 from my account I did not authorize I. I have had nothing but problems with this company since day one they have taken money out before and I called them it had to do with maitenence fees which I did not have to pay for for the first 6 months but they took the fee out anyways I had other issues with bills getting higher and I attempted to call several times but it said I needed a pin to enter I knew nothing of the sort, I could not log into my account online it wouldnt let me at all. I then proceeded to do an online chat not once but twice and I kept asking them to explain my charges and it was never answered directly it ended in the person ending the the chat session both times because I demanded they tell me why this was happening. I have still have not gotten answers so I called to cancel my service for 6/1/13 and they asked why and I told them I was not happy and was treated terrible and couldnt get an answer. now as 6/1/13 rolled around I got an email saying in 7 t0 10 business days I would recieve a complimentary box to send the equiptment back and after 20 days if it wasnt back my account would be charged a fee but I just got the email on june 1st havent gotten the return box yet and certainly hasnt been over 20 days and they have taken 310.00 from my account that was not authorized at all.Desired Settlement: I would very much like an apology and a refund back to my account as I was not expecting this at all.

Business

Response:

June 19, 2013

Review: We chose Hughes Net for our internet because of the lack service from other providers and also the free install. We contacted Hughes Net, an installer came out and installed the dish, on the roof, with an extendable ladder. When we moved from the house nearly 10 months ago a Hughes Net representative told us to bring the modem with us and we will be contacted with return instructions. We never heard a word. Seven months later I noticed Hughes Net had started auto withdrawing a monthly service bill. When I called and questioned the billing a customer service rep told me they had merely suspended service 7 months prior instead of cancelling service like we requested. Hughes net cancelled service as of that time and refunded me the money they had removed from the account. Now they are contacting me to return the dish that was installed on the roof of our old house, which we have not lived in since September of last year. I have had 2 back surgeries recently, and there is no way of me climbing a ladder and lifting the old dish.Desired Settlement: The desired outcome for me would simply be, remove the old dish from the old house by the installer who put it up. I know nothing of satellite equipment or how to remove it. After it is down, I would gladly pick it up and return it.

Business

Response:

June 20, 2013

Review: on 6/21/13 hughes net charged $77.15 to my daughters credit card and last we spoke with a representative they still have automatic payment with her credit card. They have put her name on statement removed mine without any kind of authorization at ALL!!! several employee's spoken to I have demanded this be stopped immediately only to be told now the are unable to access my account do to maintenance being performed call back. I repeatedly requested first supervisor [redacted] then supervisor [redacted] for a phone number I could call to have [redacted]'s credit card credited with above amount continually told that would not be possible. I also insisted she and her card information be removed ASAP! [redacted] (daughter) paid my bill one time with that credit card, in fact I canceled hughes net back in March. Today June 29, 20013 is the first time I have even had pc on have not used internet since March only reason I am know is to file this complaint. [redacted]'s name has been never been on contract!Desired Settlement: [redacted]'s credit card be credited with $77.15 Information sent to me for the return of their equipment and make sure my membership does indeed get canceled.

Business

Response:

July 9, 2013

Review: We contracted with Hughesnet for email services, but they did not fulfill their end of the contract and also charged us for services we did not ask for and then refused to refund the total amount of the overcharge.

During our time with this company, we were often not able to get onto our email site to check or send emails. The service, was slow and not speedy as advertised. When we contacted them many times about the problem, often we were not able to reach them, were put on hold for long periods of time and sometimes had to hang up without ever reaching them. When we did talk to them, they never solved the problem. As a result, we would go long periods of time without the service we were paying for. Because of my wife's service with the state of Colorado, we need to have reliable service and had to change to another company that provided that to us. Hughesnet charged us a $319 fee when we left their service, even though they still owe us money for services we did not ask for and their service to us was often non-existent or poor.Desired Settlement: We would like Hughesnet to credit us the $319 .74 fee they have charged us and remove my wife's name from collection. Also, her name should not be on the account as I am the one who enlisted the service with them.

Sincerely,

Business

Response:

See Attachment

Review: I have been a Hughes Net customer over a year now and I have had to have a service tech come out to my house 3 times now with 3 new modems and the problem ia still not fixed. I have called multiple times with the same issue, my internet service is VERY unreliable, and I am very unhappy with their customer service and how they treat people. My husband and I have to pay about $70a month for something we can never use. They will not let me cancel my 2 year contract (which I only have months left) either unless I pay over $200. I understand that I signed a contract but I also thought my interent service would work when I wanted to use it. We have had unreliable internet service since day one. They are very uncompliant with me and I feel as they just want our money and to not fix and figure out the problem. I would just like to wash my hands and be done with their company.Desired Settlement: I want out of the contract so we stop wasting money for something that does not work.

Business

Response:

August 2, 2013

Review: We are getting poor quality internet and video service. According to the company, we are constantly going over our gigabyte limitation. The representatives are continually wanting us to purchase tokens to maintain proper internet speed. The speed is slow and is easily hacked unto. I would not recommend this service.Desired Settlement: I would like to be refunded the amount that we need to pay to get out of the contract. The usage limitation was not mentioned when we signed up.

Business

Response:

Review: Hughesnet service has never lived up to it's promises. My contract was to receive satellite internet services promising 10mbps download speeds and 20 gigs of data (download) for the normal hours of the day per month. My data allowance would be used up in about 9 days on average for no good reason. My household used the internet for normal web surfing but not for movies / tv / entertainment. When I spoke to a rep, they told me they were having some problems like this with some of the types of modems I had and suggested having a new one installed, which I did. The technician said he couldn't keep up with number of complaints of a similar nature he was dealing with from hughesnet. The new modem did not change anything. I canceled my service and paid the cancelation fee. The day I called to cancel, my top download speed was 1mpbs, and that was after using a "restore token" to give me full download privileges. This has been one of the worst experiences with a utility provider I have ever had. Not to mention, they told me they would waive half my cancel charge ($355) when I mentioned that I would join a class action suit, but they charged my credit card the full $355 the next day!Desired Settlement: The service promised was NEVER delivered. I feel they should refund every dime that I spent!

Business

Response:

June 21, 2013

Review: I originally filed a complaint agains HughesNet with the Revdex.com on 7/29/13, the original complaint number is [redacted]. The complaint was resolved as I requested, on August 14th. Today, HughesNet again withdrew money from my bank account in the amount of $106.00. I called and was told I had not returned all the equipment. After further checking, I was told that yes I had returned all the equipment and I would need to call back tomorrow to get my money returned. I am very concerned that they have my bank information and this will happen again. This is frustrating and illegal and I want it stopped. I am also asking for money for the harassment of me and the time this is taking from my business.Desired Settlement: I would like my $106.00 returned and an additional $500 for the time and inconvenience this is causing me. I have tried to work with this company, but they just are not taking care of business as they should.

Business

Response:

September 6, 2013

Review: 1.) I believe on May 21,2013 I called & spoke to a [redacted] with Hugesnet regarding service. Was told no install charge and 20.00 credit on bill each month for first 3 months, that is was unlimited service and they offered 3 packages but I didn't need the higher ones as the speed where i'm at was fine for the lower package as her parents live down the road. I expressed to her that I Will Not and Won't accept any equipment being mounted to the roof that it needed to be on the actual facia board on the eave of the house or on a pole. I indicated that my neighbors behind us have on the pole as she said most people don't install that way. I further asked how they run wires through the walls. She said they fish them down and I WILL NOT see any wires. Then she set up appointment for 2 days later. Then she called back and set up install date for next morning at 7:30 am. About 2:30 he comes and he says he is going to run down the street and be right back. at 4:00 he comes back and says I can't do this today it is a customer install. You will have to call back and make another appointment. This is the short version as so much detail. Long story short I called back got transferred to someone named [redacted]. She scheduled a different install with [redacted]. The guy called immediately and we talked about no installing on the roof or we would cancel it had to be on the eave or the ground on a pole like our neighbors behind us. So he googled Earth my house while on the phone and said oh no problem I can install on the East side facia board as you are requesting and all the insid wires I will run down through attic since you said you have attic trusses. I confirmed no drilling on my roof only on eaves if needed or i'd pay for a pole as he said he didn't carry those and may have to get one. So I said I took off all day for this installer how long do you need or what time. He said anyone could be there since he viewed house online and I confirmed everything. I asked if anything changed to call me. He came on the next day and said he did everything but he had to put satellite on tri-pod but there are NO HOLES on anything. He further called me on my cell and told me the same thing.

So he said if it tips over then we will have to pick up. He said it was on ground! It is in fact installed and screwed into the roof as we asked not to. Also the wires he ran are on the outside of a wall in another room from router. He did not install by fishing through wall as he said. I left a check there in case he had to purchase pole and he told my friend that I owed 80.00 for the tri-pod that would work better than pole so she wrote check and I spoke to him and he said no wires were showing and no holes in roof or eaves. When my husband got home and noticed all of this to be FALSE and it was screwed into our rare asphalt roof and the cables are mounted on wall in a bedroom visable in a room behind the room that the router is on he called the installer as he left his card with no address and no business license # as Hughes net must subcontract out installs and he said "I installed it the way I felt best so [redacted] OFF", then hung up phone. We tried calling back and he wouldn't answer. Left message requesting him to meet us to fix this and no response. Left another message asking for mailing address and no response. Have called Hughes Net on multiple occassions beginning on like 5/22/13 and they tell me how they are going to escalate to the department that oversees install and they will call me back and I have called like 8 times and never received call back to date of today 10/1/13. Then in July I called as internet slow and then I was explained that it was exactly unlimited like I was told. She told me for the inconvenience she would credit my account $30.00 a month for 12 months beginning with my July 2013 bill and that sometimes after 6 months there system overwrites it and I may have to call back in but it would be no problem. Needless to say they are charging me 83.49 by automatically debiting my account with I was told that it was going to be 74.99 including taxes. So this company is all over the board.

I'M WORRIED ABOUT THE ROOF LEAKING AND WANT THEM TO BE HELD ACCOUNTABLE. NO ONE WILL GIVE ME A BUSINESS LICENSE FOR THE INSTALL GUY OR ADDRESS. NO ONE FROM HUGHES NET IS HAVING THIS DEPARTMENT THAT OVERLOOKS INSTALL CALL ME BACK TO REVIEW. THEY ARE OVER CHARGING ME AND THEY MIS-LEAD ME BY THE UNLIMITED AS I GAVE UP AN UNLIMITED AIRCARD. THE WI-FI WITH THE ROUTER THEY HAD ME BUY IS NOT WORKING AND I CALLED AND SPENT 3 HOURS ON PHONE AND THEY WERE GOING TO HAVE A TECHNICIAN CALL ME BACK AND THE DIDN'T CALL BACK UNTIL 2 DAYS LATER AND STILL COULDN'T HELP SO I HAVE NO WI-FI AND NO HELP! They also said after first billing I could change to my checking account, mail bill, etc for making payments. Today [redacted] told me there is a $ 5.00 extra charge to do this which I was told specifically no charge as I know sometimes you get a discount for auto payments so I asked. So again lied to by [redacted] my initial contact on phone.Desired Settlement: Want the install to be done as requested and all repairs to roof and interior walls to be fixed by professional licensed contractor as this is a Customer Built home! Want to be relieved from any contract after such if they can't committ to the unlimited and the speed and the wi-fi as this is the only reason I changed carriers and lost the unlimited was to have Wi-fi!

Business

Response:

October 10,

2013

Review: We have been current on our payments. One month we paid late due to a stolen credit card that we thought was being processed. When we found out we paid immediately. Six months later they stopped our internet connection because their system found a red flag from 6 MONTHS PRIOR! We had resolved that issue months ago. We have paid for services this month, yet they are not providing the service we paid for which is illegal. We want our money back for the time we have paid and our connection resolved! They are demanding information that is illegal for us to provide that has nothing to do with the situation. We have asked to speak with someone in corporate, but are told that they will not talk to customers, we can only contact through email. Well, I want to speak with someone over the phone, I want our money back for this month that we have not had internet and I want my internet connected or we will cancel service. We are extremely upset and have not been given the services we have paid for! What company in good standing would do that? None!Desired Settlement: We want a phone call from corporate, a refund for this month without service and reconnection for internet service by the end of the month! We would also like an apology for the inconvenience of being on the phone for over 2 hours while caring for 4 children!

Business

Response:

November 8, 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]'s service was activated on November 17, 2012. **. [redacted]'s account was locked in September of 2013 for billing issues associated with her credit card. **. [redacted] was issued a credit of $38.37 for the time her service was interrupted in addition to a four month service credit in the amount of $20.00.

In light of the difficulties **. [redacted] experienced with our service, we have issued an additional $60.00 credit on her account to equate to a full month of service credit for September. We informed **. [redacted] of our decision on November 8, 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,

Executive Customer Support

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

Review: A Hughes Net employee stole my bank card information on or about 4-14-13 " Which [redacted] one of Hughes Net employees admitted to me" Draining my bank account & overdrawing $500.00. Making several e-bay purchases in [redacted], Hughes Net has not made a reasonable effort to compensate me anything.Desired Settlement: I am looking for a total off $ 2,500.00 I have out of pocket expenses & costs .

Business

Response:

November 19, 2013

Review: Since I have already filed a complaint and "[redacted]" responded to help me and I evidently had to have cable installed to fix my issues and I did install tv, it did not help me to be able to watch a few random things on yahoo, etc. This system is costing me tremendously more than I should have to pay in this day and age. I should be able to watch anything I want do now that I have INTERNET AND TV. BAD BAD BAD SERVICE and SYSTEM……I'M VERY PISSED! Especially since this is not my fist complaint,

Business

Response:

December 6, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted] & [redacted]

Dear **. [redacted]:

In response to your letter dated December 4, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. **. [redacted] has some concerns regarding the sale of her HughesNet service and is seeking to resolve her service issues. **. [redacted] ordered her service through [redacted] LLC (SA) and claims she was promised she would be able to watch many videos. **. [redacted]’s sales call is under review.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate **. [redacted]’s account was activated on October 5, 2013.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin his HughesNet service. The section 8.2 FAIR ACCESS POLICY of the Hughes’ subscriber agreement contains specific language advising our customers that “to ensure fair Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a download threshold to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed.”

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has agreed to resolve the sales and service issues. As an executive courtesy, Hughes issued a first month service credit to **. [redacted]’s account in the amount of $59.99 on November 12, 2013. On November 11, 2013 Hughes ordered a complimentary field service dispatch, to thoroughly evaluate the operational capacity, and replace or repair system components of **. [redacted]’s equipment. Hughes will continue to monitor the performance of **. [redacted]’s service; we are committed to working with **. [redacted] to ensure she is satisfied with her repair. Should **. [redacted] remain unsatisfied with the performance of her service, Hughes will allow **. [redacted] to cancel the account without an early termination fee.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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.

Sincerely,

Executive Customer Support

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

Review: Hughes net Sattelite internet service provider cannot / will not hold up to or meet their obligations to customers.

I live in the rural district so my limitations to internet sevice are very restricted. This is my second time to be a Hughes net customer and the first time I cancelled with them it was because of customer service issues. I had heard that they were bought by a new company and had improved on their service so I decided to give them another try. They give you a 30 day trial basis to decide if you want to use their service or not. Well in the 30 day period they go out of their way to make sure you are satisfied with them. Once you sign that two yr contract all customer service help goes down the drain. I have had to call numberous times in the three months now that I have signed this new contract because their webpage will not work. My internet service providers own webpage will not work!! I have to get passed around on the phone to numberous ppl all to do the same steps of diagnostic testing over and over again and never will they admit it is fault on their end. I have to call everytime I do not use my internet for a couple of days to have them re-boot their modem. Numerous hours upon hours on the phone.....Might as well be back on dial up service. They guarantee during bad weather you will not lose service,not true!!! We can have a rain shower and I have no service. I'm asking to be removed from my contract because of all of the headache that it has caused me in a now 3 month period and cannot get anyone in upper MGMT to contact me. I will pay the early contract fee, even though I feel it should be waived due to all of the frustration their lack of service has caused. But for me peace of mind for not having to deal with them is worth their ridiculous contract dismissal fee. And in the end they still lose because if I ride out the contract they lose over $1000.00 in service fee. If they could just do the right thing this complaint would not be made against them and yes, I did tell them that I would be making the complaint. People need to know what they are getting into with Hughes net internet service provider...lack of service.Desired Settlement: Just for early termination of contract fee to be waived. I will pay my current bill due, I have no problem with paying for what service I have used. I have a problem with all of my time I've had to waste calling them to get my service to work.

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: August 24th-Aug 25th: Started internet service with Hughesnet.

August 25th evening called multiple times regarding bad connection, slow speed, was advised their service didn’t work with wireless routers and that they couldn’t help me.

August 26th between the hours of 7-8 am CST I called Hughesnet again and canceled our service, they said they would be shipping me a box out to send the modem, power cords and cables- along with the transmitter out in order for us to ship back to them. I advised them at this time that I would be unable to get on the roof of our home and get the radio transmitter so they could send the contractor back out to remove it and ship it back for us. After 35 minutes on the phone they agreed and said he would be out within the week to retrieve it for us since we were unable to get to the roof.

August 27th- Reactivated the account with [redacted] and received the box from Hughes net to send the modem, power cord and cables back to them.

Shipped ite** out on the evening of August 27th from [redacted], TN that we agreed would be in the box. Shows receipt of those ite** on September 17th signed at their facility in Maryland. Tracking number [redacted] through UPS. Have email from UPS corporate to show the actual signature though not legible. The second tracking number that we have available through UPS corporate shows that a package in weight of 4 pounds was sent to [redacted], VA mailed next day air on September 26, 2013. It also was received and signed for on the 27th of September. Tracking # [redacted] through UPS.

Interesting that the contracted gentleman was not dispatched to our home to get the radio transmitter until 1 month AFTER the cancelation of the service, though they stated that he would be at our home within a week after a very frustrating phone call on the 26th. I assume that this was their attempt to catch us on the Early Termination Fee, however, a modem doesn’t work without a transmitter and it shows clearly the modem was received back to them in Maryland two days after we initially received it to install it. We have no information on the gentleman that took the transmitter back to mail off, we do know he stated that he was just a contractor that worked for them and had no direct affiliation with the company- as none of their contractors due. I believe he stated he was from Arkansas?

We never received confirmation regarding either package. Upon view our bank account the night of November 21st we caught that Hughesnet had billed us in the amount of $62.00 on MD Date 10/23/13 [redacted] Card [redacted] We called to see what that was pertaining to. They asked me then if we would like to cancel our service. I was hung up on the first call to them that evening. The second phone call I stayed on the phone for 19 minutes before I was hung up on again. My husband ended up calling them after he arrived home, they said our account was never canceled, it shows we had service but that it was settled that the $62.00 would be returned to his bank account in 1-7 business days of that date. And that the account would be canceled as of this date. Nothing arrived to the bank.

November 23rd our bank account was deducted $460.42 from Hughesnet. Bank information : ###-###-#### MD Date 11/23/13 1 [redacted] November 26th we caught the deduction from our account and called them regarding it. First call in was a 99 minute phone call. The first excuse was that we never canceled our service. After arguing that, then verifying that they actually did see that it was canceled in August It was then stated that it was because they still hadn’t received the modem and the radio transmitter and that it was due to an early termination fee. My husband spoke to them while I verified through UPS that they had confirmation of delivery. They continued to tell my husband that the ite** were never received. During this time UPS corporate provided me with the tracking information through their Business Shipping portal, emailed me a copy of the signature and says that they indeed see both packages were signed for and received. My husband was then advised of this information and he proceeded to tell the agent that he had the documentation from UPS stating that it was delivered. They put him on an extended hold and came back and said they had made an error, it was received but the boxes were empty. My husband called their bluff and said that the weight alone shows that was not the truth. They continued to argue it, more holding, more arguing. They then come back on the phone and stated that the ite** were inside but on September 26, 2013 that a woman by the name of [redacted] called back and reinstated the account. (Though we had [redacted] communication as our provider at this time). My husband advised there was no one in our home by that name and that he would like documentation of that call. They said there was none. The gentleman at that time said they would process the refund of $460.42 to the card on file, however, the account holder would need to be present and to call back when [redacted] was present. My husband advised them to hold for I was standing right next to him. I took over the phone call at that time. I was speaking with [redacted]. He asked me if I had made a phone call into their number on or around the 26th of September to reactivate my service. I advised him no, that the only times I had called their number was to start service in August. The day after start service to get troubleshooting help. And two days after the start of service to cancel it because it wasn’t working anywhere near what we were advised. He then stated, “Oh, we show here that a [redacted] called in on the 26th and reactivated service.” I told him that I found that odd seeing how he had just told my husband a [redacted] had called and maybe that it would be a good thing for [redacted] or local news media to take control over this because enough was enough. He quickly said that was fine, he would process the $460.42 credit to the account since he had now spoken to the account holder. I said thank you. I asked for him to say his name, spell his last name, asked him to state the date and the time and told him that it was for my recording information to pass to our attorney. He then said, “Ma’am, are you recording this phone call?” I said, “Yes, sure am.” He said, “I have to disconnect this call now, we do not allow recording of our conversations.” And he disconnected. At 6:59 pm according to phone records you can see that I called their toll free # back. I spoke to a female who put me on a short hold, came back on and asked me if the call was being recorded. Played dumb, said no. She then proceeded to tell me that she did indeed see the $460.42 refund being processed and it would be to me within 1-7 business days back on the card. She advised me a few times to make sure the card stayed on file. 13 minute phone call. Disconnected call at that time.

December 5- Called Hughesnet at 7:56 am. It’s been 7 business days since our phone call, discounting the weekend and Thanksgiving Holiday. Spoke with [redacted] who seemed genuinely concerned compared to the rest of the agents I had spoken to. He stated that he showed that the $460.83 was credit to the account, however, it just wasn’t applied to the bank account so that he would process that amount at this time. He placed me on hold and then advised 1-7 business days that it would be returned, reminded me to keep the card on file. Thanked him, disconnected call.

Started looking through bank history again and noticed that the original amount of $62.00 was never credited back to us as they had told us they would on the 21st of November. Called them back @ 11:07 am spoke to [redacted], she begin to go through the notes and said she saw that the $413.23 was being processed today back to my account. Different number from what I had just heard two hours prior from Hector. Questioned her on this, she reviewed the notes again. She then came back on the line asking if I had mailed back the modem that they were showing it wasn’t received. I advised her that I had, I had already explained that story and their countless lies, that I had received confirmation from UPS corporate office through their shipping portal that it was received, where, when, weight and that I had actual signatures on file. She then put me on hold again. She came back on the phone after a brief moment and said that she would process the $385.00 on my account for the credit of the modem and the transmitter being received. I then questioned her on that, she said she showed the modem and transmitter were received and that was the amount they would process but their were still fees involved. I explained to her the bill they just charged me for was $460.42 and that is what I was due back along with the $62.00 from October 24th that they should have never billed me for, seeing how I had no service. Puts me on hold for 20 minutes. Comes back and says they owe me $572.19. Says wait, hold again, comes back finally with the figure I was getting to of $522.19. Case reference # [redacted] for speaking with [redacted] and the case # from [redacted] was [redacted]. [redacted] advised that the credit of $522.19 would be credited to my account ending in [redacted] within 1-7 business days, please make sure the card stays on file with us until then. She said that the Advance Payment/Billing Office had received the information as of today. Spent over an hour on the phone with her.

Their legal notice policy states :

Early Termination: Purchase Option (equipment and standard installation purchased upfront)

If you cancel your order before installation, you will not be charged, but if you have paid a processing fee, that fee will not be refunded.

If you cancel within 30 days of activation:

No Service Termination Fees will be charged. Note: You will not be refunded for installation charges or other fees.

If you cancel after 30 days of activation but before the end of your 24-month term commitment:

You will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after activation of the HughesNet Service. Thereafter, the amount of the Service Termination Fee will decrease by $15 per month for each month of active Service.

We have advised this to them multiple times and they state they are unaware of what we are speaking of though it’s clearly on their website going through their legal policies. We’ve now been promised the money multiple times, the figures continue to get switched and the money has yet to be received from the first $62.00 to now the $460.42. In all actuality we didn’t have the phone conversation recorded, we have phone records of the dates of the calls only. We threatened that in hopes they would cave as well as the fact we were going to seek legal assistance in this matter. According to the Revdex.com there are over 2,000 negative complaints about this company, some very similar to my own. Multiple people scammed out of money and nothing has been done. Why? We’d like answers and our money back. Legal assistance will be sought if the money isn’t deposited within 7 days. We need the media’s help, for they are crooks. Please refer to Revdex.com and see the multitude of people with the same issues.Desired Settlement: $522.19 to be credited back to us within the 7 days. I'd also like to know after 2000 complaints in three years why this company is still operating. I see multiple people in the same shoes of my family. No dignity. No integrity.

Business

Response:

December 16, 2013

**. [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 6, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding **. [redacted] has some concerns regarding the service after her

Hughes installation.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on August 23, 2013. On August 26, 2013 **. [redacted] was unsatisfied with her service and ultimately decided to terminate her service.

**. [redacted] canceled her service and returned her leased HughesNet equipment. Our Executive Customer Care representative

found that **. [redacted]’s leased hardware had been located, and agreed to resolve the hardware return issue.

Our Executive Customer Care representative also found that **. [redacted]’s credit card had been refunded for service and an early termination fee. On December 5, 2013 Hughes refunded $522.19 to **. [redacted]’s credit card on file. **. [redacted]’s account

currently holds a zero balance, and **. [redacted]’s credit card has been removed from her account.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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.

Sincerely,

Office of Executive Support

Review: Twice this company has double billed my bank account for services. I NEVER authorized ANY double payments or sign up for automatic billing EVER. I called and they said they could not refund the funds they took out WITHOUT being authorized, but they gave me credit for two months...after the two months they did it again...kept double billing my bank account. The hughesnet customer service rep told me they did with hundreds of these calls a day! Well, they need to be stopped. Their "creative" billing practices are ILLEGAL!Desired Settlement: I have cancelled my service and I want the $64.94 refunded that I NEVER authorized to be taken out of my account!

Business

Response:

January 24, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on January 10, 2008 and requested to cancel her service on January 11, 2014. Regarding **. [redacted]’s concerns with the online portal to make one-time payments, when making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates. We understand the site that is currently being used to make one-time payments can seem a little confusing and we are currently exploring the ability to design the online portal to allow a one-time payment without having to uncheck customer’s card or bank information being automatically saved.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has been credited $39.94 of the disputed amount of $64.94. It has been explained to **. [redacted] that $25.00 of the disputed amount is non-refundable because it was purchased usage tokens. The amount credited has been 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,

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]

I am rejecting this response because:

After speaking to this rep he still does not acknowledge the fact that there is NO way to accept or reject automatic billing on their site EXCEPT for e-check, which I did not use. THERE WAS NEVER an option or drop-down option (as was described by this rep) to accept or decline or change ANYTHING with regards to automatic billing! The site is FAULTY, causing customers to be double-billed, which is the main complaint. This call was a complete waste of my time as was every other call to this company for the SAME matter. They DO NOT desire to fix the issue, they only want to continue their "creative billing" practices and try to "fool" their customers. That is their choice and no longer doing business with this company is mine. I do not consider this matter addressed by the company. They keep trying to use smoke and mirrors to cover-up their heist. I hope other customers become aware of these bad practices and go with another provider. Buyer BEWARE!

Regards,

Review: This company with no warning or probable cause withdrew 500$ from my account in November. They stated it was for breaking contract. However after many hours and days spent fighting this it was found that I was not under contract. A month later they again drafted my account for not returning the hardware bit never provided me proper material to make a return. Again just in January I get drafted for un-returned hardware this time it was a piece off the dish itself, again no instructions or material provided to make this return. I am not made of money and they have caused me to bounce rent, car and other payments due to lack of attentions and a poor process. I want the CEO, PRESIDENT OR VP to contact me. I am so tired of this and have to can cell my accounts to prevent further financial issues. This company needs to be stopped immediately and put out of business.Desired Settlement: Phone call from CEO President or VP of this company!

Business

Response:

February 18, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on September 25, 2013. On September 30, 2013, **. [redacted]’s requested to cancel service but accepted a retention offer to extend his trial period for an additional 30 days. There were a couple of transactions in the system which caused it to bill the early termination fee in the amount of $400.00 even though there was an offer to extend the trial period.

As soon as the charge hit **. [redacted]’s card, it was credited and refunded on the same day which typically would take a little longer to accomplish. Regarding the other charge **. [redacted] mentioned, it was for an unreturned radio that the system recognized as being not being returned. **. [redacted] stated that he wasn’t informed of what needed to be returned, however it is standard practice to verbally state the terms and conditions of returning the equipment and it’s also included in the instructions that come with the return kit. **. [redacted] mentioned that he never received the kit, only a kit to return a failed modem. We have explained to **. [redacted] that the problems he encountered aren’t typical and we greatly apologize for any inconvenience.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credited all disputed charges and refunded them 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]