Hughes Network Systems

Review: I have contacted customer service 5 times since May 25 and not received any resolution.I have been trying to resolve a double billing issue that happened for four months this year, February May. We have now over paid $460.55 as a result. Secondly, we tried to cancel our HughesNet service as a result of this, and our lack of an acceptable level of internet service. Weve been told that since we upgraded to a higher level account in August 2012, that we are now in a new two-year contract. That was never communicated to us when we upgraded. Weve been a HughesNet customer for years and wed like the option to cancel without an $850 fee attached.Desired Settlement: Refund and ability to cancel contract without additional fees.

Business

Response:

August 1, 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 July 01, 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 cancelation date of her HughesNet service, and is seeking a refund.

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 September 10, 2012. **. [redacted] contacted our billing support team to cancel her account, unsuccessfully.

**. [redacted]’s account was not closed as requested and she was over billed for five months. Considering the fact that the family held a previous Hughes System at the same location since 2006, Hughes will credit and refund the service charges following her attempts to close her account. A service refund will be sent to **. [redacted]’s billing address on file in the amount for $498.60. There will be no termination fees, and no requirement to return the hardware.

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

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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The customer service rep, [redacted], was very gracious in his handling of this situation. I found him to be professional, appropriate and action-oriented in his response.

Review: I initiated the service and installation of internet service by Hughes Net on behalf of my father in early 2013. After two months of use, finding that he no longer needed internet service in his home, I called to cancel the service and package. The Hughes Net representative confirmed the cancellation of the account on or about June 2013. Subsequent to the cancellation of the account I kept receiving phone calls from Hughes Net insisting that my account was active and that the cancellation was never recorded and that payment is due for services rendered. I have had to speak with Hughes Net representative numerous times, recounting the same facts over and over again. Each time, most recently, up to today, all customer service representatives refuse to acknowledge that there was a cancellation of service. Only when pressed, do they acknowledge that cancellation of the account occurred last year in 2013. Further, not only have representatives refused to acknowledge the cancellation of service but have also incorrectly stated that I have spoken to them on certain dates, dates where I was out of town and unable to speak on the phone. It has been over a year since I cancelled service from this company and I continue to be met with unethical business practices by Hughes Net and their refusal to acknowledge cancellation of service of my account. I have also been promised multiple times of a written confirmation of cancellation but have yet to receive any such written proof.Desired Settlement: I request written confirmation that this account has been cancelled, and a cancellation of all fees incurred for supposed services rendered.

Business

Response:

July 27, 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. Please be advised that when [redacted] subscribed to the HughesNet Service; she expressly agreed that she would be subject to an early 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. After further review, there was a credit issued for the early termination fee on 09/27/2013; however the account remained active and future fees were withdrawn from the credit as result of the account still being active. Therefore there is a remaining balance is $344.78. While the account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Dear [redacted].

I write in response to Ms. F[redacted]'s response to my Revdex.com complaint. In short, her email perfectly demonstrates the utter lack of internal communication and consistency that has resulted in my inability to cancel my HughesNet account despite numerous attempts beginning in June 2013. It is not -- and should not be -- the customer's responsibility to document customer service interactions with HughesNet in order to hold them accountable for their poor customer service.

When I first attempted to cancel my HughesNet services in June 2013, I understood and paid for the early termination fee pursuant to the contract. This should have ended my interactions with HughesNet. However, after HughesNet failed to cancel the services despite my request, I spoke with a different HughesNet representative who issued a credit for the early termination fee on September 27, 2013.

I also cannot understand how "active and future fees" were incurred on my account after I requested cancellation and received confirmation of said cancellation. To be clear, the HughesNet internet service did not work prior to my cancellation request in June 2013, and obviously my father was not able to use the service after our initial cancellation request. I am confident HughesNet has the ability to verify our lack of usage of any HughesNet services. In sum, it is my understanding that HughesNet failed to effect my request for cancellation in an effort to collect alleged "active and future fees" during the interim and subsequently collect on these fees. I assert that the alleged remaining balance of $344.78 was wrongfully incurred.

I am hopeful that we can resolve this issue through the final cancellation of the account and the waiver of the purported additional fees. If we are unable to resolve this through the Revdex.com process, I intend to file a complaint with the FTC. HughesNet's conduct with respect to myself and my father is an unfair and potentially deceptive business practice that violates Section 5 of the FTC Act.

Sincerely,

Regards,

Business

Response:

August 6, 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. We have pulled a usage and we have verified minimal usage after the cancellation of the account. As a result, we have issued a credit to the account of $344.78, bringing the amount due to $0.00. . While the account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: 3 months ago, I signed up with Hughes Net for satellite internet services. They required a direct draft from checking account with the understanding that I will and would be able to change to no one handling anything out of my personal account and was told all I had to do is call and change payment method. On top of that, they then charged an extra $40 at installation that they did not tell me I was to be responsible for. When I did that, I was denied that process. 3 months later, several phone calls of spending 1 or more hours going through all the steps to "make it work", losing several hours of work trying to get this resolved, because of no service, 2 extra sets of equipment, 1 technician visit, I cancelled my service. They informed me that I was breaking a contract. And as I told them they have not really honored their side of their contract for services. They reported I would have to pay the remaining amount of the contract term at which I warned them not to touch or access my personal checking account. I also emailed them and gave them the warning again. Not heeding my warning, they withdrew $385 out of my account, bringing my balance down so low that I am being prohibited the access of very important medications because they took all of my money that would have otherwise paid for $300 worth of medicines. AND they are now telling me that I still owe $125 if I do not return their equipment on THEIR ter**. They do not have the privilege to tell me what to do because a contract was verbally agreed upon. I don't have any problem paying for something I receive but this service was so scant to me and my elderly mother to approximately 1 total week altogether of service. I am frustrated, I am angry, I am in pain due to my health conditions and this company continues to cheat and lie to others. My son in Arkansas had the same complaint to you, exactly the same. I need your help please.Desired Settlement: I want my $385 returned to me personally, I wish for them to clear the $125 balance due for equipment. I have the equipment (2 sets) ready to be picked up tomorrow 12-19-13. I wish for them NOT TO TOUCH OR ACCESS MY PERSONAL EVER AGAIN!! THAT IS ALL I NEED. I NEED MY MEDICATIONS BUT I DO NOT NEED THEIR UNACCEPTABLE SERVICE AND WILL NOT EVEN ASK FOR THE MONTHLY PAYMENTS FOR THE PAST 3 MONTHS REFUNDED TO ME, EVEN THOUGH I DID NOT GET THE SERVICE ON A ONGOING BASIS. PLEASE HELP ME!

Business

Response:

December 31, 2013

**. David [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]. [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 18, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the attempted to cancel her HughesNet account and is seeking to cancel without penalty, and a full refund.

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 September 13, 2013. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds, and unsuccessful repairs. **. [redacted] contacted our billing support team to explain she was unhappy with her service, as it did not operate as sales had promised. **. [redacted] ordered her HughesNet service through a third party sales source, Communication Solutions LLC (CC). The sales call is currently under review.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service. Section 1.1 of Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEED.”

Consequently, we believe that we have a contractual right to assess these termination and service fees. Nevertheless, considering

her overall experience, Hughes has agreed to refund **. [redacted]’s service and early termination fees, and to issue a total refund of $573.45 to **. [redacted]’s credit card on file on December 31, 2013, leaving **. [redacted]’s account with a zero balance.

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: Complaint taken over the telephone by Revdex.com staff (CH).

Consumer signed an agreement March 28, 2014 to purchase residential telephone and internet service with monthly charges of $50 to $60 per month. Consumer stated business sent her a bill on May 12, 2014 for $91.44. Consumer stated the company is billing her more than her agreement. Company clai** consumer did not send any monthly payments. Consumer paid $124.00 for two month payments and equipment in advance.Desired Settlement: Adjust billing

Business

Response:

June 11, 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 account was activated on March 28, 2014. While reviewing **. [redacted]’s account, our records show that **. [redacted] called on May 2, 2014 and asked why her bill was so high. **. [redacted]’s first bill consisted of monthly service in the amount of $49.99 for internet service plus $9.99 for the modem rental, $75.00 for the VoIP phone adapter and $6.95 for express repair which was waived for the first month and can be removed at any time per the customer’s request. In addition, for the first 12 months there was a $10.00 service credit for internet. **. [redacted]’s second bill was $111.39 which included the monthly internet service of $49.99, the modem rental of $9.99, express repair of $6.95 and the VoIP phone service was billed at $59.90 because it wasn’t billed for the first month. There was a 12 month service credit of $10.00 for the internet and a three month service credit of $10.00 on both bills. The only payment on the account was for the first month of service. **. [redacted] requested to cancel her service on May 17, 2014. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00 for the internet service and $120 for the phone service. Please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $260.00 to her account representing the early termination fees. 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: I signed a contract with HughesNet for internet services. The service is not operating as stated in the contract and I have contacted the company several times to resolve the issue. They have not provided the services as promised. I was promised specific internet speeds but what I am getting is not even remotely close to what was promised. I have been unable to use the service for the intended purpose and the company has failed to provide an adequate solution. Their advertizement claims are both false and misleading.Desired Settlement: I want to cancel my contract with HughesNet without having to pay for early termination. They have not held up their end of the contract, so I feel that charging me a fee for terminating my service is wrong.

Business

Response:

March

12, 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 attempted to

contact [redacted] to resolve the outstanding matter. It is our

understanding that [redacted] has some concerns regarding his

service.

Our

Executive Customer Support representative reviewed all pertinent

database records. Our records indicate that [redacted]’s service

was activated on December 11, 2013. At the time [redacted] ordered

his service, he had to agree to the terms and conditions of our

subscriber agreement to begin his service with Hughes. Hughes’

subscriber agreement contains specific language advising our

customers that we do not guarantee minimum speeds. “HNS EXPRESSLY

DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE

ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM

SPEEDS.” When you connect to the Internet using HughesNet, the

upload and download speeds you experience will vary based on a

variety of factors including the configuration of your computer, the

number of concurrent users, network or Internet congestion, the speed

of the websites you are accessing, and other factors. Stated speeds

and uninterrupted use of service are not guaranteed.”

Hughes’ has received one call

and one email that both resulted in no technical issues on Hughes’

end. While Hughes makes every effort to disclose our benefits and

limitations, Hughes

understands [redacted]’s frustration and concern. **.

[redacted] needs to conduct speed and web response tests using our

supported customer care site support center.myhughesnet.com and then

attempt to troubleshoot with technical support. If his speeds are

below average speeds we would

be happy to offer advanced tech support to [redacted] to insure that

his service is operating as it should. 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. If [redacted] still wishes to cancel his service he will

be within his contractual agreement, and an early termination fee

will be a valid charge. As a courtesy, we will offer a one month

service credit.

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: For the second time the company has collected two payments from my checking account. The first time was in November of 2013 and was never resolved with the exception that my next months bill was prepaid, however it did put me in financial hardship and caused a check to bounce and my financial institution charged me for that. They are telling me that I can have my money redeposited in 1 to 7 days now. This does not help me at this time since I was depending on that money to get me back and forth to work for the rest of the week. Now I am having to wait and do not have the money I need to liveDesired Settlement: I want out of my contract with this company without having to pay the termination fee so that I may get a company that will not steal money out of my account

Business

Response:

March 12, 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 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 reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate the service was activated on December 30, 2009. Regarding **. [redacted]’s concerns with the her account being double charged, if **. [redacted] is 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. Our records indicate that a refund of $62.86 was issued on February 19, 2014. We have left a message for **. [redacted] to find out what occurred with her billing during that period.

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: Soon after receiving internet came to find out that you need to buy tokens to keep high speed internet going.

I went to the Hughesnet site to find where it says you need to buy tokens to keep high-speed internet going and to my dismay there was no information available. The only reason I found out is that you need to regester your account online and when you get the download is when you find out that you are required to spend more money on high speed internet.I told my girlfriend we are going back to [redacted] cause then Ill have unlimited for 70 dollars. Even Hughesnet doesnt have an unlimited plan. I feel like I was scammed and cheated and now I have to deal with it.They told me the equipment is mine and they wont refund me the difference if I want to sen it back. Tell others that Hughesnet is awfull; customer service is awfull, and the internet is slower than dial up.Desired Settlement: A settlement is out of the question as I was told they dont refund.Just warn other people not to choose them. They are terrible business and that it is not worth the aggrevasion or telephone call.

Business

Response:

April 18, 2013

I am in an online college course to better myself and hopefully more financially stable, but when I started my classes Hughes Net was the only one available in my area. Their service is the worst I have ever encountered. I have to tether to my phone just to get into my course books for class. This is ridiculous, delayed signal during class, whiteboard not loading till two pages later, and no capability to do live class speeches, which at times are mandatory. If frost, clouds, or snow or rain are anywhere near the dish you have very poor signal reception. I would NOT recommend this service to anyone anywhere unless they have no other option and then they should make sure they do not get overcharged for the pisspoor service they will get. Also, they need to find out if the company has a booster in the signal area for their home. I agree with a couple of the other reviewers, "Run, Do Not look back, Go another direction."

Hughesnet is the worst company I have ever dealt with. They are horrible and I am disgusted by the Revdex.com giving them an A+ rating.

Review: I have terminated my internet services with Hughesnet.com. Due to their lack of being honest with their customers. Me in particular. They kept promising me services that never were true. And charging me outrageous prices to do them. Now they are asking for their parts back. Which is fine. They sent me a box to [redacted] it. But they also want me to climb on top of my 2 story apartment building. And disconnect A part of their satellite. Not only can I not climb up there. But, I don't have the "Heavy Duty Wire or Cable Cutters" They are requiring me to use. First of all. The safety issues involved in this are ridiculous! I absolutely Never mess with anything that electricity flows. For lack of knowledge on how to do so safely. And they said they will send out a technician to remove it. But, They will charge me for it. Not only do I feel that I have paid this company well more than the service I received. I refuse to give them any more of my money. This is their Satellite. If they want it back. They are more than welcome to come and get it. the cable is hanging in front of my neighbors window. I'm sure they would appreciate it.They also continue to call me every month. Asking for money owed. Thinking that I still have their services. I'm tired of being harassed by this company. And threatened with reporting me to the credit bureau. It was agreed on by both sides that I walked away owing no more money to them. But, like their service. No one there knows anything about whats going on. Or what the last person said to me. Please get this company off my back! And stop harassing me! Every time I turn around. They have a new charge for me. I have a new internet company that treats me great! And is under $20. a month. I will never refer them to anyone. Nor have a good thing to say about them. No one knows what they're talking about. Everything is read from scripts. And I feel like I'm going in circles with them. Long after I cancelled my account with them.What a nightmare this has been!Desired Settlement: I would like them to stop contacting me. Stop threatening me with reporting me to the credit bureaus. To stop calling me every month. To stop emailing me. To stop asking me for money. And to remove their equipment. At their cost. Not mine!To honor their agreement. That I have paid them everything that is owed. And to actually tell the rest of their company. So that the phone calls will stop! I never want to hear from this company again! In any way, shape, or form!

Business

Response:

May 16, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. 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 waived the early termination fee bringing the amount due to $302.21 which consists of the unreturned equipment fee. We have created a dispatch for a technician to arrive on site and successfully de-install [redacted] equipment. A certified technician will contact [redacted] directly for a convenient time to come to his site. [redacted] needs to ship back the equipment and his account will reflect a $0.00 balance. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have also shipped the equipment back to you. which should now reflect a zero balance due from me.

Regards,

Review: On May May 22, 2014, I spoke with Heather in the sales department at HughesNet regarding getting HughesNet as our internet provider. We were initially supposed to get [redacted] but [redacted] had a problem on our road with their wiring and they could not tell us how long it would be before they could get our service up and running. [redacted] transferred me over to HughesNet by phone. I called [redacted] at ###-###-#### at 1:33pm EST on 05-22-2014 and was transferred to HughesNet during my 27 minute phone call. I initially spoke with Heather who explained all the services, terms, etc. I told her that I could not make a decision unless I spoke with my husband first, so she agreed to call me back. She called me back on 05-22-2014 from telephone number ###-###-#### at 4:11pm EST (4 minute call) and at 4:15pm EST (16 minute call) and I asked if there was a way out of our contract with HughesNet if [redacted] was able to get our service going. HughesNet was requiring a 24 month contract and was more expensive than what we were supposed to get with [redacted]. She put me on hold for a few minutes before coming back on the line to tell me that her supervisor had approved to waive that commitment because they were affiliates with [redacted] and because [redacted] had referred us. She assured me she had noted my file and that we would not have any problems. HughesNet installed our service at the end of May. In mid-July, [redacted] installed our services as well. When I called last week to cancel our HughesNet account, I was informed that we would have a $385 penalty for cancelling before the end of our service. According to the folks in their customer care department, they have no proof that I talked to Heather in the Sales department and our file was not documented. I spoke with someone in the Sales Department last Monday and they told me that the call could be pulled and reviewed. I was told I would get a phone call back to let me know what happened, but no one called me back. I called again this past Saturday only to find out that they could not locate the recording of the call despite the fact that I was able to provide the date and time of the call in addition to the phone number in which Heather called me from. I am very concerned about their deceptive sales practices in order to get customers and I do not want to pay the cancellation fee. They are telling me that because I signed the contract that the installation crew had on their tablet the day of the installation, that I will have to pay the fee, but no one will work to locate the call or confirm what Heather told me by phone. On Saturday, I was told by someone in the Customer Care department that they would take one month off, leaving us with $312 to pay, but I am still not comfortable paying that because I know if they telephone call can be located, they would hear what Heather told me. I need help!Desired Settlement: I would like for the phone call to be reviewed and for the entire cancellation fee to be waived.

Business

Response:

August 22, 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 service was activated on May 27, 2014. On August 2, 2014, [redacted] made an initial request to cancel her service but it wasn’t processed as of yet. [redacted] has asked that a sales call review be conducted and unfortunately a recording of the call isn’t available. If [redacted] does still wish to cancel she will be subject to an early termination fee. 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. [redacted] did acknowledge the terms and conditions and agreed to them prior to being installed. 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, if she still wishes to cancel we will apply a credit on the account to offset some of the early termination fee. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Review: never told of any contract, we purchased all the equipment outright,we own it. We were also told that they would buy back the epuipment, but they wont

A recorded sales call, so I know they know what the salesman said. He promised hughesnet would buy back the equipment and there was no contract. The internet speeds he said we would recieve, are no where even remotely close. He said we would have free installation, yet they charged over a $100 for installation and billed our debit card without even letting us know. Customer service is horrible all around, even the supervisor I spoke to. All lies from the very get go, worst experience with a business ever. I want this company to honor what they had said, buy back the epuipment, and no contract. They told me today that we would be charged $400 for early cancelling??? There is nothing on our invoice that says anything about a contract, nor did the sales rep. we will not be paying thatDesired Settlement: We expect hughesnet to honor what they said, buy back the epuipment at full price that we paid, not charge us for a contract that we never agreed to or signed

Business

Response:

February 25, 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 his HughesNet service.

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

We will allow **. [redacted] to cancel his service without penalty. Unfortunately, we will be unable to issue a refund for the equipment due to it being beyond the 30 day refund policy.

We have sent the signed contractual agreement to **. [redacted] email address on file.

If the [redacted]’s has any additional questions they may contact me directly with 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: We received our orders to move to [redacted]. We contacted hughesnet to send us a box twice so we could send them their modem back. They acknowledge that we called them twice but never sent us a box so we used our own.

Fast forward 3 months later and they are charging us for a part that is on their dish that I'm assuming is still attached to our house in [redacted] that we were renting when stationed there. Hughesnet is threatening to take us to collections because we didn't remove the part that we were never told that we needed to remove and return.

We are in [redacted]. I looked at their online contract and it clearly states that customers are not to touch their equipment and that customers need to pay a technician to work on or remove it. We cancelled our service in November 2012. They are telling me that I was supposed to climb up on my roof and remove a part from their dish and send it back to them. Nowhere on anything that I have states this.Desired Settlement: I want these charges completely removed.

You web site doesn't let me use my military address. This is the correct one

Business

Response:

April 2, 2013

Review: I received a letter from a collection agency stating I owe $308.70. I have no idea what this is for. Their letter states that Hughes Net attemped to contact me to pay this bill. This is a LIE. I never received a single bill, phone call, email, letter, or any other correspondence of any kind from Hughes Net claiming I owed them money. Following discussion with someone in the corporate office this summer (who contacted me after my previous complaint was filed with the Revdex.com) and per their instructions, the equiment was returned in early October and there was no outstanding balance due. All early termination fees were waived. The last correspondence we had was that this was taken care of, according to him, and nothing further needed to be done on my part.

Acct # [redacted]Desired Settlement: The collection agency needs to be notified ASAP that this is an error, and the item needs to be removed from my credit report IMMEDIATELY. In addition, I want it in writing that I have a zero balance, and that no attempt will be made to collect additional money from me in the future.

Business

Response:

December 12, 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 September 12, 2012. On May 6, 2013, **. [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 $325.00.

As a courtesy, a credit in the amount of $325.00 was placed on the account to offset the early termination fee. Regarding **. [redacted]’s concern of sending her equipment back and not having the account credited to reflect that, we have located the equipment on another account that belonged to **. [redacted]. The disputed amount of $308.70 has been credited to the account.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. While I have been promised that this will not negatively impact my credit rating, I remain skeptical. I will check my credit reports in a month to see if in fact this has not yet appeared on my credit report as an unpaid bill. I would also like to add that many details have been left out of their response, including the numerous mistruths and outright lies told to me by the business salespeople who sold me on a business class system that didn't have the capability I was promised, leading to a previous Revdex.com complaint and an early termination fee waiver. I would highly caution anyone thinking about doing business with this company. In my 53 years on earth, this is the most disjointed, fragmented, dishonest, quagmire of a company I have ever dealt with. How they get anything done is beyond me. From their either dishonest or misinformed (depending on how charitable you're feeling) staff to their inability to correct mistakes and resolve disputes, be warned. The fact that I had to submit not one but two Revdex.com complaints before I got my issues resolved (many, many issues, literally hours on the phone with one department or another - none of which speak to each other) speaks for itself. In one 24 hour period this week I was told 1) one of the three pieces of equipment had been returned, two pieces were missing; 2) none of the equipment had been returned; 3) all the equipment had been returned but had been credited to a different account number under my name (why they couldn't figure that out is a mystery). A quick Google search will turn up websites full of angry HughesNet customers venting about the poor customer service and satellite service. I have a friend whose internet has been out for TWO WEEKS, and HughesNet can give no ETA for when it will be fixed.

PROCEED WITH GREAT CAUTION!! YOU HAVE BEEN WARNED!!

Regards,

Review: I signed up with HughesNet satellite internet service at the end of September. During sign up they told me that I would receive 10 GB of data for use throughout the month. They also have a 30 day trial period. During that 30 days I did not lose service or have any slowing of service, but the internet speed was a bit less than I would have liked so I upgraded to 15 GB/ month. A week after the new service month we ran out of our allotted data amount. We were not using their service any differently than we did the month before. I called them and they said all I could do was upgrade to a more expensive plan (with 20 GB) and would not let me cancel service with them. They at that point told me that there were on peak/ off peak hours and that you get half of the data allotment during "peak hours" and the other half between 2 a.m. and 6 a.m. They never before that told me anything about the on peak/ off peak hours and then refereed me to the depths of their website to find that information. They then after an hour of being on the phone with them allowed me to have one more month of the trial period. Within a couple of days we ran out of data again. On November 21st I canceled service with them. I asked them to purge my information from their records. I also asked repeatedly if I had incurred any charges and they said "No." On November 24th they charged me $412.12 for a cancellation fee (that I did not owe). I told them that I did not authorize the payment and that I needed a refund immediately. They told me that I would have to wait up to 45 business days to receive a refund. After 2 hours on the phone with them they told me they would process it within 7 business days. I repeatedly told them that I did not authorize the payment and that as I didn't owe anything that they should refund me immediately. At this point (November 26th) I have not seen that money come back into my account. This issue is a huge financial burden, and as I did not authorize the payment I feel that they should have not taken the unauthorized payment, not had me on the phone for 2 hours to fix their problem, and refunded me within the day. I also feel that they allowed more usage during "peak hours" the first month to keep me from canceling. Not only that, but their representatives should have alerted me about "peak" and "off peak" hours in relation to data usage. All in all they were not transparent, hard to deal with, and would not fix their own mistake in a timely manner.Desired Settlement: I just do not want them to be able to do this to other customers. Please do what you can to help others know that they have bad business practices and are not at all transparent in their services. I feel that it should be illegal for people to take money that is not theirs without prior authorization.

Business

Response:

December 6, 2013

Dear **. [redacted]:

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

In light of the difficulties **. [redacted] encountered with our service, we have issued a refund of the early termination fee on 11/25/2013 of $412.14 to the credit card on file. **. [redacted] must return the equipment within 45 days of the cancellation date to avoid an unreturned equipment fee.

If **. [redacted] has any additional questions about this resolution 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. Thank you very much for your consideration.

Very truly yours

Awful service. poor representation of their services.

Review: When I initially seat up the installationof my service with HughesNet I gave my credit card information for the installation and first month charge. I was not told that the monthly service charges would continue to be made to my credit card. I contacted them and after talking with several employees I was told I could receive an email notification of my bill due and log onto hughesnet and view and pay my bill. the following bill notificataion I received was sent and billed to my credit card the same day and 10 days before the due date, not allowing me to pay online due to the fact that the balance had already been billed to my card. I contacted the company again and was told I had to have a card that the bill could automatically be billed to or if I received a paper statement I would have to pay $5 a month for each generated statemaent. This information was not disclosed to me at the time of the initial contact. The installation company did not leave me a contract or any paperwork for the services.Desired Settlement: Stop billing my credit card for monthly charges, creating finance charges for each monthly bill, and allow me to pay online as I do all my bills.

Business

Response:

June 18, 2013

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

March 21, 2013

Review: I cancelled service with HughesNet in March of 2012. The customer service dept of Hughes has repeatedly acknowledged that this is true. Further they have acknowledged that their records show no usage of their internet service on my account past the date of cancellation. They claim that at the time I agreed to a one month free trial period - I did not agree to anything of the sort - and that is their reason for not cancelling service. The HughesNet case # is [redacted].

They have offered me 6 months refund, which I refused, since they erroneously charged me for 11 months. The customer service managers tell me they have to send my complaint/issue up to their corporate office, who has not responded to them, or to me. After the first phone call, they assured me I would be contacted in 3 to 5 business days. I waited a full week, and called back. After going through the same extended process, I was assured I would be contacted within 24-48 hours. After 3 days, I called back for a 3rd time. Still no satisfaction, and the manager told me he would contact me when he heard back from his corporate office. That was 3 days ago. I have heard nothing to this point.

There is no way for me to call the corporate office directly, according to them. To this point, getting a refund of erroneous charges has taken 3 phone calls over 3 weeks consuming 3+ hours of my time.Desired Settlement: I was erroneously charged for 11 months of service at $119 / month. I want $1309.00 refunded to my credit card. You could also send me an apology for wasting hours of my time, but I won't insist on that.

Business

Response:

March 18, 2013

Review: My atm card was used to make a payment without my permission.

I used my bank card to order internet services from HughesNet one month ago. The service is awful. I am having proble** with the service. The first time I called tech support took me through a lot of test and said everything is working fine but it is not. I am not getting good service from HughesNet at all so I called back again Nov. 2, 2013 and complained again regarding the poor service with their internet. I reported that the service is to slow, I keep getting kicked off, and my computer keeps freezing on me and Microsoft messages states there is nothing wrong with the computer. I just recently moved to [redacted] and tranfered [redacted] and the agent said [redacted] works with HughesNet and transfered me over to them. I have used the internet for 20 years and have never had such a problem. HughesNet is slower than dail-up. After complaining about my service I informed the support tech that I haven't gotten a bill and when was the bill do. She told me to hold on and let her check. She comes back to the phone and tells me the bill has already been paid with my bank card on file. I informed her that I never gave HughesNet the authority to use my bank card. I was livid. I told her you have poor service and now you guys are doing something illegal. I told her not to use my bank card again and she transfered me to billing. I made the same request to that agent regarding not using my bank card again and that I wanted a bill to be sent to my house because that is how I pay all of my bills. He infor** me that there is a $5.00 service charge to do that. I was shocked to hear such a thing. I told him I don't want to pay a $5.00 service charge for having a bill come in the mail. He told me he would have to keep my card on file. I gave permission to use my bank care to order the service only.We went around a few times regarding their practices and he finally said he would waive the $5.00 service charge for 6 months. My problem is that I don't trust this company who takes funds from my bank account without my permission. I was never told that they would keep my card on file for the purpose of paying my bill. I am a senior citizen and on a fixed income and I would never agree to that. I am not pleased with this kind of business practice to withdraw funds from a back account without permission.Desired Settlement: I don't trust this company and I don't want to do business with them anymore. One month was enough.By me being a senior citizen I am not aware a lot of times what is going on with my bank account. If I had not asked about a bill I never would have known HughesNet was taking funds from my account. I am afraid that they are still going to keep my bank card on file and that worries me. I just don't want their services anymore.

Business

Response:

November 21,

2013