Hughes Network Systems

Review: A verbal telephone conversation involving my request for NO long term, 24 month installment of internet services by this company due to the residence being a rental. I was informed by the sales person that a 6 month commitment would be acceptable without penalty charges. I repeated my requirement that 6 months was all I was willing to commit to because I was not sure how long the new tenants would be occupying the premises. Tenant complained to me many times of the inadequate service in the area, defining slow internet access. Tenant later informed me that they obtained their own service, and I should cancel Hughes Network. Upon my call to request cancellation I was informed that, in fact, there is a 24 month commitment, and a $400 fee, however, I could put the service on hold for 6 months in case I signed up a new tenant. I agreed to that as it seemed reasonable only to learn of a monthly charge for "taxes" for the 6 months service was on hold. This is clearly a bait-and-switch tactic to gouge consumers. I want this service canceled, and no longer on 'hold' and I do not owe further fees. I would like to suggest that Hughes hire people without heavy accents for their customer phone service as they are difficult to understand.Desired Settlement: Stop sending me bills for services not incurred. There is no $400 charge for discontinuation of service since the original agreement was for 6 months only, and the service I did pay for was substandard.

Business

Response:

May 2, 2013

Review: I purchased Hughes Net satellite internet in March 2013 because I have no access to other services in my area due to location of my residence. First I did not authorize an automatic withdrawal. It was done without my knowledge. Then 2 weeks into my service contract (for 2 years) my service stopped. I called for two weeks-approximately 10+ times. I called all the numbers listed in the materials I had received from the installer and those in the local phone book. I finally reached someone at Hughesnet who apologized for my inability to reach them stating they'd had phone problems. They sent someone to repair my service. It worked for a few days and went out again. This next time I spent hours of my time on the phone with their technical services having them check the equipment. This department couldn't repair my service and told me they would set up a service call. I didn't hear back from them for a week when a service repairman said he was right down the road and wanted to come by now and make the repair. This is mid-May and I've been paying the full amount for services rendered this entire time but have actually had usuable service at less than half of the time I've now been on service. The repairman did make repairs and charged ME $25.00 which I paid. The repairman stated that my personal router was causing problems and disconnected it. And with whatever else he repaired he caused me to be unable to send out any attachments on my email that has always worked fine. I depend on my internet service for business purposes and cannot manage without it. Hughes Net called this repaired and I'll agree that the internet worked but the email did not work correctly. It would come and go over the next few days and then I made a trip out of town for 6 days. I just returned on Wednesday, July 3rd, 2013 only to find my internet is completely out again and no amount of resetting all of the equipement will do any good. This is the most outrageously bad service not including their customer service and inability to even reach them. I have been paying $75.00/mo for NOTHING!!. I am outraged at this company and then they try and force me to stay with them and tell me if I don't I will be in Breach of Contract and owe them more money. They have not in good faith provided me with a decent service. Not to mention what they did in the beginning doing an automatic withdrawal and never telling me until I called in because I was not receiving a bill and because I didn't have service couldn't check my bank account on the internet. These people need to be shut down until they can provide a legitimate service. I live in [redacted] Alabama 10 miles from town on a main Highway. So this company cannot blame it on inclement weather or that I live so far off the grid that it's difficult to receive reception. My internet is very slow also and I was told that would not be the case also. My friends in Oklahoma had Hughesnet also and they too had similar problems and seldom had service. Please do something about this company.Desired Settlement: I am writing a letter to Pres/CEO [redacted] letting him know about what has happened with me. I want my contract terminated as of now and they should absolutely NOT hold me to their two year contrac AND They had better not charge me a penney because I am not the one to breach their contract. They have breached when I've paid all this time and they have not provided me any kind of usuable service. They need to come and pick up their equipment. They have always gotten a premium price for their internet service but they did not perform on that end for I have received little service from them. I am calling in immediately and also sending this letter terminating service. They ought to return every penney I've paid them for my trouble they've caused but I just want them to acknowledge that the contract is null and void and I don't owe them anything and they come and get their equipment.

Business

Response:

July 16, 2013

Review: HughesNet has failed to provide the service in which I entered an agreement for in January 2013. I have not had internet service in at least three mo

Beginning 5/12/13, I have had eleven reference numbers assigned to my case. I have spoken to eleven different representatives from HughesNet; each on promising to get my internet up and working properly. I have had two different service men come to my home and try correct the problem but neither one was able to fix it. I have been promised free services such as free home tech support, free PC tune up, lower monthly payment for six months, and so on. I have not had service since before Easter of this year however, HughesNet continues to take money out of my account monthly. I had my service cancelled in May and charged $286.59 for early cancellation. I have since been refunded this amount with the promise of reactivating my service and all the other promises that I already mentioned. I have been put on hold for over two hours several times and have been hung up on at least three times. I can no longer call from my home where my computer is because I am still considered disconnected. I have been promised to have service technicians call me at my home to try and correct the problem. I have all of the reference numbers and the employees names that I have dealt with in the past two months, with notes regarding our conversations. The last person I have spoken to assured me that because he was a level III advanced technical support account manager, I would be getting a call from them that evening after 6 PM and my service would be reinstalled with a $10 reduction on my bill for six months. I still have not heard from them.

Beginning May 12, 2013 I have spoken to; [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] and [redacted]. I have been given the following reference numbers: [redacted], [redacted],[redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted],and lastly [redacted]. I think I have been more than patient with this company and thoroughly regret ever getting involved with them. For the few months that I did get internet service, I had to call many times to get our service back up and working, while being kept on hold for hours at a time.Desired Settlement: I would very much like to be reimbursed for each month since January since I had such poor service and ultimately no service for at least four months now.

Business

Response:

August 1, 2013

Review: We agreed to a trial period for internet service for 30 days. My husband was told that if we bought the equipment and if we did not like it, that we would get $200 dollars back from a payment of $300, when we returned back the equipment in the 30 day time period, along with the cancelation of the service. My husband called by the third week and asked to cancel the service for internet due to us not being happy with the speed for the price. He talked to a man named [redacted] in the account management team. [redacted] asked what they could do to keep us and my husband stated that the only way he would keep it was to lower the price. He stated that he could lower the price for one year. [redacted] stated that the price lower was good but no thank you we want to cancel. [redacted] stated that they could extent trial with all the guarantees for 30 more days so that we could think on the service and its value. We accepted this. My husband asked him to put it in writing and he stated that they would honor it and that, "That was not necessary." This extension brought the date to July 13 for our trial period. We then used it for 3 more weeks and were still not happy with it. So [redacted] called by July the 8th Tuesday, to cancel service so that we would not lose our opportunity for the $200 dollar refund. He spoke to [redacted] and when he explained where we were at and what we wanted, she stated that, "You went past the 30 days and were not eligible for the refund." [redacted] argued with her and then asked to go to account management and while on hold was hung up on. He then called back and spoke to Mark, explained the situation and desire to cancel and get back the $200 and he stated the same thing that [redacted] had stated and he said we would need to go to account management to get anything different. He went to transfer us and was hung up on. So I called and spoke to [redacted] and explained what had gone on and that we were hung up on and he stated that, "He did not have the authority to honor what we had been told but he would get us over to account management and get us to the people that could." [redacted] got me connected to [redacted] in Account Management explained our situation and turned it over to me. The first thing she wanted to make clear was, "That we had gone over the 30 days and was not eligible for the refund." I told her that, "[redacted] stated to my husband we would have our trial period extended another 30 days to decide and that now we were not happy with the service and wanted to know what to do to cancel and get our refund." We went in circles for a while and she finally got ahold of [redacted] her supervisor and came back and stated that they would honor the agreement that [redacted] had given us. She then stated that we need to return the equipment to Hughes Network System [redacted], [redacted], Maryland [redacted]. She told me first that they would send me a postage paid box and to return the equipment and then she changed it to send it UPS and call the accounts management team with the tracking Number #[redacted] so that they would be looking for it and then when it got there they would then send it to billing and they would credit our account with the $200 refund. She then stated that she needed to close our account down because they could do nothing while it was active. She did so while I was on the phone. We got the equipment, packed it up and put the case # [redacted] on the box, went to UPS and mailed it that day July the 9th 2013. I was told that it would arrive on Tuesday, July 16,2013. So on Wednesday, July 17,2013 I called ###-###-#### and asked for the Account management team and was told that this person could help me and I did not need them. I gave them the case # and the tracking # and asked again to go to the account management department because they told me to talk to someone there and he would not put me through. The man read the notes under the case # and stated that we went over the 30 days and were due nothing. I got very upset and told him every thing we had been through with this and all the hours and conversations and even sent back the equipment and he kept saying it says you went over your 30 days and so no refund. I asked over and over again to speak to [redacted] or [redacted] in Account management and he said no I cannot let you. So out of frustration I asked to speak to his supervisor and he connected me to his supervisor. I was connected with that gentlemen and he stated, "I read what is in the case #[redacted] and all it states is that we went over the 30 days and we get no refund." I stated why would I have kept the service passed the 30 days for a 60 day trial if we were going to lose our option for a refund. And why would I ship the equipment back with money out of our pocket just to lose everything. He apologized and stated that is the way it is. I stated I needed to speak to [redacted] or [redacted] in Account Management and he stated you no longer have an account with us and that would be unethical for us to let you speak with them. I asked two more times and he stated the same thing at which time, I realized that we had been defrauded and they knew exactly what they were doing. They have the 300 dollars we paid for the equipment and got us to pay postage and send back the equipment and we have nothing just an empty promise and a pack of lies to reimburse us for returned equipment.Desired Settlement: All we want is the 200 dollar refund they promised us and to warn others to beware on how they can be defrauded.

Business

Response:

August 1, 2013

Review: On March 7, 2013, I cancelled my Hughes Network internet service. I payed them a $200 cancellation fee and sent the equipment back to the company. On June 6, 2013, I received a bill of $318.00 for my Hughes Network service, it says they were unable to process my monthly payment and if this matter is not resolved within seven days following the day of the notice that the Hughes Network service will be suspended. I called to talk to them about this matter numerous of times, but it did not resolve anything while being switched to several different operators. So on 7/16 they took it upon themselves to take the money out of my sovereign banking account that I don't use anymore with the payment of $318.00. With that being done it overdrew my account leaving my account to bounce. I called them once again to discuss the matter, they put me on hold and transferred me once again three times to three different operators, the last person I talked to said it was for the equipment they haven't received , but I did not get any notices on weather they received it or not, I only ever received a bill for the internet I haven't had since March consisting of $318.00 too. I told them to pick their satellite dish and they told me they were going to charge me another $100 to pick up the dish. So needless to say they kept withdrawing money out of my account without any permission from me, leaving my account to bounce.Desired Settlement: For Hughes Network to stop going into my account and stop taking money out of it, when my internet has been cancelled since march 7th 2013, and for them to refund me the money they took out of my account without my permission because my service has been cancelled three months prior to the money being taken.

Business

Response:

August 1, 2013

Review: HughesNet CASE REFERENCE NUMBERS (once I began writing them down anyway)

[redacted] talked to [redacted]

[redacted] (yes, gave me the same number twice)

[redacted] (date 9/13/2013 at 11am)

[redacted] (date 9/14/2013 at 11am)

I have a 2 year contract with HugesNet and must continue paying or I will be charged a cancellation fee which will be anywhere from $500.00 and can be up to $800.00 for breaking my contract. I was never given a copy of the contract I signed, so I cannot say for sure what the penalty fee is, but the amounts I stated above are how my friend understood it per what she found on their website information under their cancellation policies for "cancellation after 30 days". I do recall it was a huge amount so I am thinking she is very correct on that amount.

I made 3 or 4 calls before I started recording the case numbers, sorry I didn't keep track earlier. I first called on August 23rd 2013. I've made so many calls to them with no resolve that I am at my wits end. I am feeling totally disillusioned with the service that HughesNet promised. Therefore, I am seeking your assistance in any way you are able.

HughesNet sent out a Tech on August 24th. I wasn't home at the time, but several people over the age of 18, as HughesNet requires, were here to allow the Tech access to the home and equipment. I was called home in order for the Tech to get a "token" to even work on trouble shooting. They gave the Tech 5 megabytes to work on the sytem and it was gone before he could troubleshoot anything. He told me to call HughesNet and tell them that I needed a complete new system from the transponder to wires to modem ...in essence, the Tech informed me, all of their equipment had to be replaced. When I called HughesNet they told me they "don't do that". Considering I am renting all of the equipment, I would assume they DO do that. Their own technician said that is what needs to be done.

On one occasion they gave me 5 gigabytes of data and it took approximately 2 hours to disappear. On another occasion they gave me 10 gigabytes of data and it took approximately 3.5 hours to disappear. Previously I had never run out before the end of my month.

HughesNet gave me a download for a meter to check how much data is being used now that I am having issues. I didn't have this meter before so I can't tell you how much I used in a typical month before this all began.

On my monthly allowance I get 20 gigabytes for $125.00. I normally play World of Warcraft (probably 20 hours a day - don't judge me *smiles*) and run 2 computers on it, my brother playing facebook games as well (almost 24/7 as he and his wife take turns using it for the same purpose) and we had never used over our data allowance before.

My brothers computer is broken down and my computer has been broken for over 4 months and I just got one again on the 23rd of August which is how I realized this was occuring, however, now my computer is broken again. ( It had a faulty video card in it so I no longer have a computer again. ) The very next day, the 24th, I had to return it. My brother has borrowed a computer from the in-laws which is how we know the internet access is still an issue.

I called Hughsnet regarding all of this on September 5th. I told them that this is unacceptable and I was going to be getting in touch with the Revdex.com and their response was: "Don't do that!", and they would have a "level 4 Tech" call me back within 24 hours and get this resolved for me. That didn't happen within 24 hours, but I decided to give them plenty of extra time to do so. They never did call. I never heard one word.

My time for this months allowance was reset for 20 gigs on Sunday September 8th. It was gone on Monday the 9th, roughly 24 hours for 20 gigs of data to disappear and no-one was on the computer at all that whole 24 hours.

I was told just today (September 14th) when I called that all of this is the fault of MY router. Previously, I was told by them on the phone, and by the Tech that was here, that none of this could be caused by my router and that no one could be tapping into my router, as people for starters, are too far away from my house (a quarter mile or more) and my router is password protected anyway. So neither reason could be the cause.

I feel I had been nothing but patient with these people.

My patience has now run out.

I feel I have no recourse but to implore someone from the FCC and/or the Revdex.com to investigate, and, hopefully help me resolve the issues.

I believe there are regulations to keep companies from getting away with these things.Desired Settlement: I want out of my contract without penalty and my account refunded to all of the data I didn't actually USE...Lord only knows where it went.

Business

Response:

September

30, 2013

Review: In their terms and agreements, express service is guaranteed for the next business day which the customer service representative said that they do not have enough contracted service personnel to provide that service.Desired Settlement: Them to fix the problem and stand behind their terms and agreements.

Business

Response:

November 11, 2013

**. [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, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a refund for a tech visit based on the time of arrival.

After further review, Hughes has issued a service credit to his account of $16.26 and the express fee of $29.90 bringing the total credit to $46.16.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]'s frustration and concern. We left a message notifying **. [redacted] of our decision on 11/8/2013.

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. 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: October 15, 2013

**. [redacted]

President Hughes Net [redacted], MD [redacted]

Re: Hughes net Service for ###-###-####

[redacted], Texas [redacted]

Dear **. [redacted],

As a businessman I would expect that if you have a service

misrepresented to you that you will not be happy. That is my

case. On April 8' 2013 I called ###-###-#### based upon a

card I received in the mail for HughsNet internet service. I called

and explained to the service agent that I worked from home and

worked 10-12 hours a day on the PC and I needed fast internet.

At the time I had a radio ISP service provider. He told me that

your service would be twice as fast as the radio provider. I told

him that I would just have two internets services for backup and

they came out the next day and installed HughsNet. The installer

pulled out my radio ISP provider's lines and put in your lines. He

threw the cords outside and I did not even notice what he had

done till the next day. I had to pay to have the radio internet

lines rerun. When the installer was finished with the HughesNet

install was the time he told me about the fact that I would have

limited access based upon the Right of Access. I told him that the

service agent never told me that and that would not work with

my work situation. He said just try it. I told him to wait while I logged on and checked the speed. It was VERY slow and he told

me it would take a few days for the speed to level out-I believed

him.

HughsNet Speed just got worst and I called and they came back

out and moved the satellite but told me I would probably never

get fast service like I was promised. I went back to using my

radio ISP and every once in a while would access HughsNet-but

the speed never improved. So I am paying over $80 for

something that I cannot use. Today I called and asked for the

service to be removed and was told I had to pay for the full

contract even if the service was bad. I never agreed to a 24

month contract either and never signed anything to reflect that.

I want this service removed and to stop being billed and not

charged for the remaining so called contract time. If the service

was good, I would use it but my radio ISP was twice as fast as

HughsNet-not the other way around.

I look forward to hearing for you and this matter being resolved.

Sincerely,

cc.

/[redacted] Better Business

Texas Attorney General -Consumer Protection Agency

FCC-filed on line

[redacted]'s attorney of recordDesired Settlement: Unspecified

Business

Response:

November 15,

2013

Review: My husband and I have had Hughes Net Internet Service since 2010. Earlier this year my husband passed away. We had a joint bank account with both our names, and both the bank account and Debit Card for paying the bill has had my name on it. My name only for the Debit Card. There was never any question about it. Today I called to have the service terminated due to me finding a much more reliable and cheaper internet service provider. I was told that I cannot do that. The customer service woman asked to speak to my husband, and I informed her that he'd passed away. I was put on hold and then when she came back on she stated that I was not allowed to have the service turned off because its in my husbands name. I said, he is my husband, its in our names. The woman said with sarcasm "your name isn't even on anything" which I know to be a lie. I haven't even used the service for over a week now. I was told that I have to get a copy of my husbands death certificate in order to do so, that I must fax or mail it in. Which will cost me even more money. I am not asking for more services, I am not asking or wanting anything that's going to cost the company money. I just want my service turned off. I cannot afford it! I feel that is highly offensive and rude! I do not find it a good business practice to insult me such as that, as if I am lying just to have a service terminated. I am so upset I am in tears. All I want is them to stop the service, I cannot afford it.Desired Settlement: All I would like is an apology and my service terminated as I was trying to do.

Business

Response:

December 11, 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 attempted to contact [redacted]. [redacted] to resolve the outstanding matter. It is our understanding that [redacted]. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]. [redacted]’s account

was activated on March 4, 2010 and requested to cancel her service on November 30, 2013. We are very sorry to hear of [redacted]. [redacted]’s loss and it is standard procedure to require a death certificate to cancel service if the account holder has passed, however considering [redacted]. [redacted]’s circumstances we were prepared to have the service canceled as requested without the documentation. Our call center has processed the cancellation.

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]. [redacted] will also be sent a return kit so that she can send back the leased equipment.

We sincerely regret any inconvenience that [redacted]. [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: A [redacted] sales person came to my door and sold me an "internet, TV, and phone package." Only it wasn't the package I that was sold to me. "They" set my internet up through HughesNet. "They", I thought, was [redacted] but instead, as I am learning later, was HughesNet. They drilled holes in my roof, left a host or wires all about and the internet NEVER worked. I called to cancel the service and the person I spoke to gave me a hard time, threatened me with a $480 fee if I did cancel and never sent me the label they said they would send so I could return their equipment. I became aware, through [redacted], that this particular service does not even work in NH. I demand my money back without cost for the services never rendered. It cost me $250 to repair the hole that HughesNet left in my roof.Desired Settlement: To get ALL my money back without any additional fees and a sincere apology from the company for extremely poor and negligent service. Also, to reimburse me for the cost to repair my roof.

Business

Response:

January 09, 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.

Our executive customer support representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to a hardware termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, Hughes has waived the early termination fee in the amount of $400.00, bringing the amount due to $0.00.

A box will be sent to the address on file for the successful return of **. [redacted]’s equipment which needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.

**. [redacted] would need to send pictures of the damages to her roof as well as an invoice to the email address below by putting my name in the subject field for consideration of reimbursement of the roof damages.

We advise **. [redacted] to contact me at the number below with any additional questions regarding her complaint.

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: On january 3rd I had a charge of $280 on my card for them cancelling service without my moms permission. I had to call them and was on the phone for 3 hours and finally got money put back on my card and got credited for feb 3rds payment to be free and march and april to have 20 dollar discount. Now on feb 3rd they have taken $41.18 off my card. I called them to get money put back on my card since I was supposed to have Feb for free. they told me that they could not put the money back on my card but would give me another discount of 100 dollars which would give next 3 months free which doesnt help me and how do I know they wont do it again. I then asked to speak to manager of the department that puts money back on your account apparently they dont talk to customers only employees. Their reason was their company said since I got a rebate last month I couldnt get another one this month which I dont understand since they were both their fault. Then when I called for corporates information. the company couldnt even give out a number to their corporate office. The account is under [redacted] but my name is on the account.Desired Settlement: My desired outcome is to have the $41.18 put back on my card. Then to have my account cancelled and not get charged an early determination fee because I cant afford this every month for the second straight month I have to pay my rent late because of this. I am on disability and only get a little over 700 dollars and have 4 kids I cant afford this.

Business

Response:

February 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 his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service is registered to [redacted] and was activated on February 28, 2013.

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.

Because of previous credits that have been placed on the account, if **. [redacted] chooses to cancel service within her current bill cycle her net early termination fee balance will be approximately $89.00. Currently there is a credit balance of $161.61 and the early termination fee would be $250.00. We spoke in detail to **. [redacted] concerning the account and he understands that if $250.00 is charged to the account, the balance would actually only reflect the $89.00. We informed **. [redacted] of our decision on February 24, 2014.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

Review: Fraudulent credit card debits for six months.

I do not have an account with HughesNet, but my husband does. I authorized a one-time payment on my personal credit card back in July of 2013. We cancelled the service and switched to [redacted] in August. HughesNet took it upon the**elves to keep my credit card on file and continued to debit it for six months beyond use. When I finally discovered that this was happening in January of 2014, I called them and explained this was fraud to debit a card they didn't have authorization to debit and for a service that was cancelled. It took multiple phone calls with individuals that couldn't speak English to save their lives to get it resolved. They made me go out and dismantle the satellite to mail components back to them to get a refund for ONLY A PORTION of the payments that had been debited illegally from my account without consent by me. Remember....I was not listed on the account AT ALL. I was furious! If I had time to get a lawyer, I would have sued them. I do want to mention; however, I finally got in touch with a woman named [redacted] who is a customer service rep for HughesNet and much to my suprise, she actually could speak and understand English and she helped me very much. Thank you to her for finally ending this six month ordeal. HughesNet is conducting illegal bank activities. At no time did they have my authorization or signature to keep my personal credit card on file to auto-debit payments for an account I am not even listed on. SHAME ON YOU HUGHESNET!!! And stop false advertising that your service works in areas that it most definitly doesn't. YOU MADE ME MISS DIAL-UP! Horrible excuse for a professional organization. You are no better than these Nigerian 419 sca**! I hope you go bankrupt. You, the CEOs and CFOs are horrible, despicable businessmen and women.Desired Settlement: Considering what you put me through while attempting to fight cancer....I can't count that high. YOU ARE JERKS! Certainly receiving a rediculous $149.00 back when you ILLEGALLY debited $450.00 WITHOUT authorization or permission from an individual who doesn't even have an account with you.....UNBELIEVABLE. I WISH I had the energy to sue you for that amount plus punitive damages....as I CLEARLY didn't need this aggravation! Not only that....THIS IS A CRIMINAL CASE of the Federal kind. It is

Business

Response:

February 26, 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 and is seeking a refund for prior cancelling which contributed to service not rendered.

After further review the account has been cancelled. There was a refund issued of $265.91 to the credit card of file.

We attempted of notify **. [redacted] of our decision on 2/26/2014. 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,

Executive Customer Support

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

[email protected]

Review: I was upset from the first day my service was put in as the agreement we had was never honored for the amount of the product. We had a dish installed on our roof where we rented without our knowledge as I was not home at the time of installment and when my landlord saw it he was furious for us not asking him first to have it put there. I explained to him we were not aware it was going to be put up there either or I never would have had it put up. It caused friction with us as it was a clause in our rental agreement and we had to move out with a 30 day notice. I explained this to Hughes net on several phone calls telling them they had to come take it down and stop the service during our 30 day trial period. I could not get them to come get it or shut off the service. They continued to bill us even after we moved out of the house up til now and would not stop billing us even though we do not have the service. I have made numerous calls where I have spent hours on the phone with them trying to correct this issue, sent fax letters doing the same thing, sent Emails, to the Corporate Office, the office I recieved my bills from, online etc. and no matter who I deal with I could not get this account stopped or the payments to stop being deducted out of my account. They have hurt my credit by overdrawing my account on many withdrawals, they have left me not able to pay other payments because they are taking money that goes elsewhere, I have even tried to close the account and open another one but I am not allowed to have another checking account at this time because of the activity on mine right now. We were in the process of trying to buy a home and this brought down our credit rating so much so right now that we have to wait to build it back up needless to mention all the overdraft charges I have had to go good for in the past year for there errors. No matter what I do I can not get this situation fixed. Right now they owe me hundreds of dollars and will not pay me what is owed because they say I have to go good for the term of the contract. If it was ended when it was suppose to have been in the trial period this would not be going on. Now I am in a standstill and do not know what to do I have a checking account I can not leave money in and it is making it difficult for me to pay my bills as I have to try to go around every where and pay cash because I can not have money in my account because they take it whenever I do. I need to get this rectified as soon as possible as I feel they are stealing money from me as I have been a year asking them to take my debit card off this account and they have not had my permission to be deducting out of my account. They have told me it is off my account but yet it still goes on.Desired Settlement: I think they need to credit me back all they owe me on my debit card and send me a release stating they will not make no more debit charges on my account and that this account will be cleared in full

Business

Response:

March 17, 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.

After further review, we will issue a check of $105.00 to the address on file. We would need verification that the address is correct before we can submit the check.

There is currently a balance on the account of $300.00 which represents the unreturned equipment fee. The equipment needs to be returned before the account will reflect a $0.00 balance.

We left a message for **. [redacted] on 3/17/2014 and we are currently awaiting a return call.

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 cannot provide any service to me and wants me to pay for continued service or pay cancelation fee

I had hughesnet for a year prior to moving into an apartmnt and because there is no line of sight I still have a yr finish the Contract and they want me to pay for a continued service in which they cannot provide and want me to pay cancelation fee. Its a service they cannot provide and they want me to pay for absolutly nothing?Desired Settlement: Cancel theyre sevice and me not have to pay for it.

Business

Response:

April 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. 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. After further review, Hughes has cancelled the account waiving half of the early termination fee which left a balance of $85.73. A final invoice will be mailed for payment. In addition, **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A pre-paid label and box will be shipped to the address on file. We notified **. [redacted] of or decision on 4/11/2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. diagnostic Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: I had signed up for HughesNet and was going to be transferred over to Customer Service to get the phone added to my account. This process was set up by [redacted]. I was then transferred to Customer Service only to be put back into the Sales Department. Was given the phone number to Customer Service and found out that the Customer Service Department closes at 5pm. I was never informed of that information.

After getting ti touch with the Sales Department yet again, I was informed that there was nothing that I could do to get this service cancelled. I asked to speak with a Supervisor and was given the same run around about cancelling my service.Desired Settlement: I would like an apologie about the misleading information of being transferred to Customer Service and to have my service cancelled effective 4-1-2014

Business

Response:

April 23, 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, we attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns about being transferred to separate department to have his order cancelled. We apologize for the frustration **. [redacted] experienced in regards to canceling his service in a timely manner. The order is cancelled for **. [redacted]. We left a message for **. [redacted] informing him of our decision on 4/23/2014. When orders are place with our sales team credit cards are retained on file unless the customer contacts our customer support team to revoke authorize. 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: The amount of money that I was supposed to be charged was never the amount I was billed.

When my family signed up for hughesnet we were told that the bill would be 59 dollars a month and we were billed 87 dollars. I called hughesnet and asked them about it and they said the extra charge was equipment rental that the installer should have told me about. I cancelled hughesnet and since the man that did the installation didnt leave me any paperwork that said I was under contract I didn't think I was. I asked them to send me a copy of my signed contract and the they told me that I would have to look it up on the website. I am being charged $312.52 for a cancellation fee. I have not recieved anything in the mail however I was contacted by the a lawyer representing hughesnet. She has called my cell phone from a blocked number and I finally gave her my debit card number and she said "Trust me you don't want this card to not go through." Which was wierd to me so I contacted my local Revdex.com and they told me to file a complaint so they would have to produce the signed contract. The only thing I can remember being given to sign was the form for the installation. I was left no paperwork so I don't know what else to do. If they do in fact take money out of my account I would like to be reimbursed for it. Thank you very much.Desired Settlement: I would like them to have their lawyer quit contacting me from blocked phone numbers. I would also if I do in fact have to pay this amount have an itemized bill statement that I have already asked for and they have yet to send me. I would also like a copy of the contract that they say I signed.

Business

Response:

May 7, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have 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 April 18, 2013. On January 21, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $280.00. 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. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $140.00 to her account representing half of the early termination fee. We informed **. [redacted] of our decision on May 7, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: About a year ago I signed up for Hughes Net because of my location that was the only internet provider for my area. When I called to get service they wanted me to sign for a 2 yr agreement. I told them that I would only be in my home for a year. They said at the time of cancellation it would be pro-rated for the rest of that year. When I went to cancel my service they said there was no pro-rate and I had to pay the entire cancellation amount. Now the return of the equipment was another issue. When I cancelled service I moved about 4 hours from my last residence. The representative said I had to return the equipment, which they would send a return package, ok fine. When I received the return package and started packing the modem I noticed they wanted everything down to the ethernet cord :-). But the big shocker was an item called the RADIO. The radio is located on the top to the roof attached to the satellite. I called customer service and they told me that I would have to get on top of the roof to get the radio and return. But they gave me another option to have someone to go on the roof for an additional $100 to take the radio receiver down. At no time have I ever seen a company with so many hidden rules and regulation. There is no way to leave this company with a good outcome. Either way you will have issues when trying to leave. So if you can find another provider please do, I would rather have dial up than deal with Hughes NetDesired Settlement: To return the equipment and modem that I have with having to pay additional cost for a radio receiver.

Business

Response:

May 15, 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 February 20, 2013. On April 8, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $220.00. Regarding **. [redacted]’s concern with having to return the radio which is located on the dish, the subscriber agreement specifically states that the radio, modem, and power supply must be returned to avoid unreturned equipment fees. In addition, a sales call review was conducted and **. [redacted] was properly informed of the terms and conditions particularly the 24 month commitment and what equipment needed to be returned. It was stated by the agent that $15 is deducted each month into the contractual period. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $110.00 to his account representing half of the early termination fee. If **. [redacted] is unable to return the radio, that $110.00 credit on the account can be used to apply toward the unreturned equipment 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: on 5/28 I submitted my 1st comp to you with no confirmation. This is a 2nd to follow up.On 5/15/14 I ordered hughesnet from [redacted]. He told me the package I got was more than sufficient to accomidate [redacted] and the Internet. It was scheduled for the 16th then rescheduled for the 17th between 8& 12. The installer called and stated he was going to be late morning before he got here. It was after 1:00. He was told to put the dish where the old one was and to pull the wires through the existing box and leave the phone line alone because we still needed the phone. He installed the dish on the opposite side of the house and made another hole where he pulled in the cable. After he left we realized he had cut the phone line. We had obligations and could not call Hughes until the 18th. During this time, we were unable to get [redacted] on out tv and per hughesnet we did not have enough data. So [redacted] lied to us and we requested a full refund with cancellation. I talked with Supervisor [redacted] she confirmed full refund and was working on getting the phone line repaired when we were disconnected. Called Back and sp/w [redacted], he esc. to another dept for repair & I have not gotten callback. I called on 5/23 and sp/w cust service [redacted], she said they had my email incorrect and I requested to sp/w super, sp/w super [redacted], he again vefified full refund and said they had my cell phone ###-###-#### instead of ###-###-####. & they would call me immediately with a no. for me to call. I still have heard nothing & do not have my refund of 170.85. Now I am being charged interest. I want my refund with interest the charge card comp is charging and my phone line fixed immediately.Desired Settlement: I want my refund with interest the charge card comp is charging and my phone line fixed immediately.

Business

Response:

July 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on May 17, 2014 and requested to cancel her service on May 18, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $170.85 and that amount is in the process of being refunded to the card on file. Regarding **. [redacted]’s concern of having her phone line repaired, we will follow up with the distributor to insure that a call back is scheduled to address her damage claim. 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]

I had a very bad experience with Hughes.net.I was looking for an internet provider and I really needed just a regular speed nothing special.Their internet does not provide the speed they promise,it is disconnecting all the time.If it is raining or a little wind is not working.After one month of problems ,calls,etc I had to terminate the service.They charged me $400 termination fee .I was not aware about the termination fee as they did not tell me about it.MIght be that they told me and I did not hear it.I can not believe how some companies are making all their money providing a bad service and charging a lot of money for termination.I hope other people can read about my experience and avoid this company

We have a Residential and Commercial account with Hughesnet. We canceled our Commercial account. The day after I canceled the account the immediately charged my checking account $958.00, I phoned them to find out how and where to send the equipment back to get my money back. I was told they would wave the early termination fee of $295.00 but I would not get the $600 back, whether I returned the equipment or not. This was not told to me when I signed up for the service. This company took my gas & grocery money for equipment that is of no use to me. I want my money back and they can have their equipment back. Please warn others of these practices that are just wrong.