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 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 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: 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: Back in October of 2013, I signed a contract with HughesNet for new internet services. I told the sales representative that I stream a lot of videos off of [redacted] and [redacted] and that I would need an internet package that would suit my internet needs. The representative told me that their basic package would be perfect for streaming online videos so I had HughesNet come out and install their service. Their internet service worked exactly as advertised for the first three days of service but after the third day, my internet speeds slowed down slower than dial-up and most websites would no longer load properly. I called HughesNet technical support and after getting transferred to a couple different representatives, I eventually talked to one that told me that my internet had been throttled back because I had exceeded my data allowance for the current billing period. I asked the representative, "What data allowance?" The representative told me that I had signed up for the most basic package of 10 GB (5 GB between the hours of 8 AM-2 AM and another 5 GB between the hours of 2 AM-8 AM. I told the representative that I was never informed of this data allowance when I started my service. I then asked the representative what I can do to prevent any future instances of exceeding my data allowance. The representative told me that I should download the data allowance meter from HughesNet to monitor my remaining data allowance, turn off automatic updates on my computer, and avoid streaming any videos from [redacted], [redacted], or anywhere else on the internet. I was informed that any type of streaming constitutes as downloads and video streams suck large amounts of data in only a short period of time. To restore my internet speed back to normal, I would have to pay a nominal fee for a data allowance boost. I paid the fee and had my internet restored to normal speeds after the boost took effect. I downloaded their data allowance meter and I refrained from viewing any videos from [redacted], [redacted], or anywhere else on the interent. After about two weeks, I watched as my data allowance quickly drained and I had exceeded my data allowance once again. I called HughesNet once again to talk to technical support and after getting transferred a couple of times, I was finally connected to someone who could help me. I told them that I had turned off automatic updates and that I was no longer streaming videos from [redacted], [redacted], or anywhere else but I seem to have exceeded my data allowance once again and that I would like to know where all my data has gone. They really couldn't pinpoint where I was losing data and instead suggested that I upgrade my service to 20 GB (10 GB between 8 AM- 2 AM and 10 GB between 2 AM-8 AM) so I upgraded my service. To restore my internet back to normal speeds once again, the representative credited my account the use of one free data token that should last until the start of my next billing cycle where my data allowance will be fully restored. I used the data token and got back to normal speeds again. Although I had upgraded my service, I somehow managed to exceed my data allowance during the next billing period after only two weeks. I called HughesNet back and after getting transferred to someone who could help me, they still could not figure out where my data usage was being used the most. I purchased another data boost to restore my internet speed back to normal and I told them to downgrade my service back down to the basic package because I was not willing to pay more per month for internet that still would not work right. When my data allowance was exceeded in the next billing period, I gave up trying to have HughesNet fix my problem and decided that I would try to get by on internet speeds lower than dial-up. After several months, my service eventually started having additional issues with finding the satellite signal. I called HughesNet technical support and after getting transferred a few times, I finally talked with a representative who informed me that there was definitely an issue with my HughesNet satellite dish receiving a signal. They told me that in order to fix the issue, they would have to have one of their local contractors come out to examine my system and to have them come out, it would cost me a $99 fee. I told HughesNet that having to pay $99 for a local contractor to come out was unacceptable. They were able to waive the fee and I had a local contractor come out a few days later. The local contractor was able to diagnose the problem as a loose satellite bracket on the side of my house and quickly fixed the signal issue. While the contractor was out here, I asked him if he could take a look at my other equipment to find out where all my data was going but he could not find a problem with my equipment. I decided to live another several months with internet speeds slower than dial-up after my data allowance runs out each month. I eventually got fed up with the poor quality of service I was receiving from HughesNet and decided it was time to switch my service to another carrier (SkyBeam) who also offer a data allowance but their data allowance is 150 GB on their basic package for 1/3 the cost at the same listed speed as opposed to HughesNet's 10 GB that is divided up between certain hours and SkyBeam never throttles back their internet speeds, they just charge a small 20 cent fee for every GB that exceeds their data allowance. The only problem is that HughesNet wants to charge me over $300 for an early termination fee but I don't think I am responsible for the early termination fee when it was HughesNet that violated my contract first by delivering a substandard service that was no where near what they had originally promised in our contract. I also do not think it is fair that HughesNet is allowed to dictate what people can and cannot use the internet for and then charge people all this extra money when they exceed their small unrealistic data allowance just to have internet speeds restored or when customers decide to switch services with a much better carrier that delivers what they advertise and do not try to trap people in a two year contract with horrible service.Desired Settlement: In order to keep me as a customer and make money as a corporation, I would like HughesNet to offer services comparable to their competitors such as [redacted] for a reduced price. For example, I should only have to pay $40-$50 per month for a service with a 150 GB data allowance or higher (unlimited data would be fantastic) with speeds at 5 mbps or higher that are never throttled down to speeds lower than dial-up due to high data usage (usage that exceeds a data allowance). HughesNet executives need to get a clue and change their services/equipment to make customers happy enough to stay customers otherwise HughesNet will continue to lose business and receive tons of complaints due to a poor quality of service. If HughesNet cannot deliver on the type of service I am requesting, I would like them to give me an unlimited amount of free data tokens for when my small unrealistic data allowance is exceeded or at the very least waive the early termination fee so that I can switch to a service that will actually provide a service that will meet my internet needs. If the early termination fee is not waived, HughesNet will have a heck of a time trying to get me to pay the early termination fee because I will make it so they cannot charge the debit card I have on my account and if they try to send me to collections, I will contest that I owe HughesNet any money because they were the ones that breached our contract first not me. Either way I will still send back the equipment to HughesNet when I cancel my service but because I have to uninstall the equipment myself (the dish and all the cables along with the modem), I cannot guarantee the condition of the equipment once it is returned. HughesNet will also have to provide me with all the boxes necessary to return their equipment at no additional fee. If HughesNet really wants their equipment returned, it should really be uninstalled by a professional and not the customer in order to ensure that it will still be in perfect working condition without the customer having to pay a professional out of pocket to uninstall HughesNet's equipment. HughesNet really needs to have their own technicians in service areas rather than contracting with local contractors who require their own fees to perform any kind of work. Great customer service means giving customers what the demand at the prices they demand. Customers do not want to spend all this extra money just to have local contractors do all the work. Any work that needs to be done should already be included with the service a company provides at no additional cost such as installations, service calls, uninstallations, etc. HughesNet really needs to work on its business strategy as it seems the corporation is being run straight into the ground. HughesNet needs competent executives who can actually compete in this demanding internet market as opposed to using a business model that is seriously outdated and obsolete that causes large numbers of customers to terminate their service at rapid rates.

Business

Response:

August 22, 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 service. Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” When there is unexplained usage; Hughes would need to go through several troubleshooting steps to uncover the underlying issues. Multiple devices in the home will also contribute to usage on the account. In addition, customers’ computers and routers are checked to make sure this is not a contributing factor to excess usage as well. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, [redacted]’s account is cancelled and in light of the issues [redacted] experienced with our service; we have provided a credit to the account of half the early termination fee leaving the balance to $132.65. The equipment needs to be returned within 45 days of the cancellation date to avoid an unreturned equipment fee. A box and a prepaid label will be shipped to the address on file for the successful return. [redacted] would need to contact me directly for 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: Hughes net satellite internet did not function properly in my home I signed a contract, but it consistently went "out" in any rain. Hughes net sent several technicians to my home to change the system with no changes to the product delivered. I kept having to "increase the cost of the bill by increasing MB / mth" They also told me after my second call to them that they "tested the system and we need to replace some parts of the network." I told them I am not agreeing to do that because it does not work as they promised and I am not allowing any more reps come into my home. It was always an excuse why it "didn't work." I tried to cancel the contract because the delivery of the product was not what they promised. They said that weather conditions would NOT effect the satellite internet system. So I signed the contract assuming it would work 100% of the time. When I tried to cancel they said there was a fee (approximately 300.00) I fought it during several phone calls to tell them they did not deliver the product that I signed up for. I only had the equipment for less than 6 months and always paid my bill on time. After several hours on the phone, and speaking to "managers" regarding my complaint and to dispute any cancellation charges the manager told me all she could do was "take off 100.00" I told her I could not afford to pay my bill AND pay the fees in the same month and to send me a PAPER bill. She agreed. Soon thereafter we got 200.00 debited from my debit account, for cancellation charges-no paper bill until about a week later. They took that money without my approval. Additionally, they OWE me 148.00 for the last several months due to over billing us and other errors on their part. I have called them about 3 times to get my money. Each time I call they say they "are going to refund it." But this is after spending approximately 1 hour on the phone with them so they can "figure out" why I didn't get my money. This last time I called I told them I was going to file a complaint to the Revdex.com if I do not get my money. I was told it was being refunded to my debit card that I pay my bill with every month. I still have NOT seen a dime from them. Additionally you can't get through their switchboard and speak to any customer service reps unless you "pretend" to set up new service and have them transfer you. I want my money back. I want my money because they did NOT deliver the product they promised AND charged my debit card without my permission for cancellation fees-AND OWE me 148.00!!!!Desired Settlement: I want my 200.00 fees reimbursed to my credit card and I want my 148.00 refunded to my credit card.

Business

Response:

August 06, 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 service. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, there was a retention credit issued on 05/05/2014 of $133.54. A cancellation fee of $337.80 applied to the account on 06/03/2014 and an as a result a payment of $204.26 was retrieved from [redacted]’s credit card. In addition, a credit of $148.00 was applied to the account on 07/01/2014. Due to not returning the radio within 45 days of the cancellation date a unreturned fee of $212.00 produced to the account leaving a balance of $68.00. Once the radio is returned; Hughes will issue a refund of $148.00 to the account. The $204.26 was the early termination fee charged as a result of cancelling the service within the (24) month contractual agreement. 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, 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:I returned ALL equipment via [redacted] the day after I received the empty box with instructions. I then got several automated phone calls stating they have received all of my equipment. I sent everything back to them the FOLLOWING DAY. They called me several times with this automated message saying they received everything-so many times that I had to block them from my phone!

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: see Attached documentDesired Settlement: see Attached document

Business

Response:

March 21, 2013

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: 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

Review: Over the past year, I have tried to cancel my service numerous times with no success. They have continued to take unauthorized payments from my bank.

I have tried to cancel my account with Hughes Net numerous times. They continue to take unauthorized payments from my debit card. I had to file a complaint with my bank, and cancel my debit card, which is a major inconvienance. Most of the payments they have taken were $60.00. Today they took $137.40 which almost put my account in a negative balance.Desired Settlement: I am seeking $500.00 in unauthorized payments and fees.

Business

Response:

May 13, 2013

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: I called the 800# to get info on satallite service

and was told that we could receive it and get rid of our landline and have faster internet service

we set up installation date for 7/1/13. the installer showed up ask where the computer was I showed him he vstarted the work,I left for work laeving my wife at home. after 3 hours of installing the equipment he then tells my wife we have an older computer that is not adaptable to there system we would ned to purchase a network card for it to work.I went to [redacted],[redacted],and [redacted],no one had it and according to theme and the internet no longer available.I called hugesnet 7 times case #s follow,[redacted],[redacted],[redacted],[redacted],[redacted].... I was told on various calls to get other eqipment ie.ethernet cable,ethernet wireless adapter,after spending $60 still did not work. ON the next call to hughesnet iwas told I would have to buy a router!!!! iI told them I was not spending any more money come get the equipment off my property... they sent me a box for free ups return of which I returned everything but the [redacted] and sattalite dish thats on my roof.. I told hughesnet that I was nor crawling up on my roof to retreive it that they put it there so they needed to come get it... they replied they would for $100... im not paying a dime more, for hugesnet missrepesented the service because nothing should have been installed before the customers system was checked for capadability.....Desired Settlement: I want hughesnet to come and remove the sattalite from my roof/ or come and supply what is needed for the system to work with free service for 6 months

Business

Response:

August 8, 2013

Review: HughesNet solicited me and promised me high speed internet service.

The service was slow and eventually didn't work at all.

This was because I used up my 10 mg allowance.

They never told me that there was a 10 mgps download allowance.

They never mentioned I would be under contract with a 400.00 disconnect fee.

They refused to negotiate with me and stated that removing the dish from my roof was my responsibility.

I have not the equipment to do this. I wanted to negotiate a fair solution with someone at Hughes.

They hit my credit card for 400.00 and this was not authorized by me and is a violation bordering on fraud.Desired Settlement: I will hire someone to remove their equipment and I will pay the postage to send it back

this includes radio, transmitter, modem but not the huge disk.

They will credit my credit card the 400.00 they charged without my approval.

I will not take them to small claims court, or sue them for fraud,

or tell the entire world how they do business

if they credit me the 400.00 they took without my approval.

Business

Response:

November 20, 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

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

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: I signed up for hughes net satellite internet service about 2 months ago and have been lied to on several occasions, over and inappropriately charged on multiple accounts, and ignored when trying to cancel service.Complaints:1. sales rep lied about how much data was available to consumer. Data plan advertised and solicited is actually half of what is promised with the other half only allowed to be used from 1am to 5am. 2. Account was overcharged after service rep promised a discounted rate for the month of December after an attempt to cancel. No discounted rate was ever applied and credit card was charged full amount. No additional data was ever granted as well, despite the supposed upgrade of data.3. Placed on hold and transferred to hold telephone lines on several occasions for excess of an hour when attempting to cancel service. Only was able to cancel service when told agent of a recorded line and legal action if transferred. Some how able to cancel with this agent without any transfers.4. Lied to me about de installation fee. Hughes net promised 3rd party company would remove wiring, box and satellite from house for $50. Called 3rd party reinstallation company that had no such order to take down satellite despite promise from hughes net to me to do so.5. Service cancelled early despite having paid for the entire month, my service was shut off over 15 days prematurely after expressing my wishes to cancel service6. Hours of wait time after being put on hold to resolve any type of issue related to derive, help, cancellation.Desired Settlement: I would like my discounted rate for the month of december to be applied minus one half of my monthly bill to reflect the service that was shut off early despite charging my credit card for month long service at the beginning of the month.

Business

Response:

January 14, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]

In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement in order to begin his HughesNet service. 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.” In addition, actual speeds will vary based on the amount of traffic on the internet, the content on a particular website, or by the overall performance and configuration of one’s computer.

Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware 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.

After further review, we have issued credits to the account in the form of partial early termination fee. Hughes has issued a credit to **. [redacted]’s account in the amount of $200.00 representing half the early termination fee. **. [redacted] needs to ship back his equipment within 45 days of the cancellation date to avoid being charged an 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. 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 were told by them that the data minutes are used when surfin the net when we complained that our data minutes were being drained by them we have everything off do the same as before christmas.The data minutes on our service were fine before christmas and right at christmas they were drained due to something not us. We even reformated every computered and made sure all downloads are off.They assured us the modem wasnt doing it they lied. I dont see how they are being used when we are not doing anything to use them..I made sure to ask what uses them when we signed up.I am not the only one complaining to them. I want them to refund my data minutes for the month of december.Desired Settlement: I want my data minutes back for december and them to fix the problem that is causing them to be drained. Or I will cancel my service and request complete refund.

Business

Response:

January 10, 2014

**. [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] 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 that **. [redacted]’s service was activated on November 6, 2013. **. [redacted] called in on December 30, 2013 with concerns that her usage was being affected without her using the service. Regarding **. [redacted]’s concern of data being consumed while her computers and or modem being turned off, as long as the modem is plugged into the outlet data is still being sent and received. Things that could affect usage while not actually browsing are one or more computers running updates in the background, a particular website running an update, and other devices such as smartphones and or tablets accessing usage over the wifi network if a router is being used. If there is a router being used which **. [redacted]’s account does reflect it’s suggested that she change the network password and protect it from unauthorized use.

As a courtesy, **. [redacted] was given 1GB worth of data on December 30, 2013. A test that **. [redacted] can conduct to ensure data isn’t being consumed otherwise is to completely unplug the modem for 24 hours and not just power it down. With the modem being unplugged data can’t be sent or received during that 24 hour 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: Services not as advertised. Very slow most daylight hours. Not consistent any time of day or night.. Attempts to resolve issues are unacceptableDesired Settlement: Allow to cancel services with no early termination fees

Business

Response:

January 17, 2014

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 January 3, 2014, 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 sale and speeds of his HughesNet service and is seeking to cancel without penalty.

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 December 12, 2012. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds. After evaluation, it was determined that **. [redacted]’s service was performing within acceptable parameters, but he continued to be dissatisfied with his service.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin the 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 fees. Nevertheless, considering his overall experience, Hughes has agreed to waive **. [redacted]’ early termination fees, should he decide to cancel, and has issued a $99.98 two month service credit on January 9, 2014. If the account is canceled Hughes will send **. [redacted] a prepaid shipping box and label to help

facilitate the return of his leased equipment.

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

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