Hughes Network Systems

Review: To whom it may concern,

I have tried several times to get assistance to terminate my service. The phone calls drag on and the rep cannot seem to answer any questions. This is the same reason I am trying to cancel my service. When I first started my service it was acceptable although I felt it was not quite what was advertised. The service is described as “high speed internet” but you never describe the high amounts of Lag on starting the downloads and uploads. As I said, in the beginning it was acceptable but as time went on it got worse and worse. The Lag had increased to make it unacceptable. I called and explained my issue they told me there were no problems. I called again and insisted things had degraded. They set up a service call and a tech came out. He found nothing wrong and left. According to your records this never happened. IT DID. I than called and stated that I was not satisfied and the service had degraded to the point of not being usable. My wife was trying to conduct some online training and kept getting kicked off. I asked to cancel he service and the rep insisted on having a tech visit even though one already did. They set the service request and I received several calls and left messages but the tech never showed up. I called again to cancel my service and the REP seemed not to know how to cancel the service. I had to hang up after 20 mins and have not called back. During that conversation I also learned that my equipment would not be bought back by Hughes. I was told that the equipment could be sold back later If I purchased it versus leasing it. I have had enough and want a competent rep to call me.Desired Settlement: I have had enough and want a competent rep to call me.

I want to cancel my service.

I want Hughes to buy back my equipment as they promised originally.

I will make my final payment via check I have canceled my credit card and do not trust Hughes to follow through on any promise.

I have read page after page of similar complaints on multiple sites. I suggest you evaluate what is being sold versus what is being delivered.

Business

Response:

July 23, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding his 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 subject 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. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of the issues [redacted] experience; Hughes has waived the early termination fee, bringing the amount due to $0.00. In addition, we have issued a refund of $100.00 to the credit card on file that represents half of the equipment fee. [redacted] would need to 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: In general, HighesNet required a three year contract. I feel I did not receive the service promised and am now being charged an early termination fee

I called repeatedly to discuss how slow the internet was. It was impossible to things as simple as upload a picture or send an email. Each time I contacted them it will improve for a few weeks, but would then go back to nearly impossible to use. I do not feel that I should be penalized for ending my service with them when the service provided was not functional. The last person I spoke with was Allen C[redacted] and the case number is [redacted]. Also, when asked to choose my military paygrade, surviving dependent was not an option. My husband was KIA. Thank you.Desired Settlement: I wish to be freed from the $159.90 early termination fee.

Business

Response:

August 12, 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, 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 18, 2013. On May 5, 2014, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $314.90. 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] experienced with our service, we have issued a total credit in the amount of $314.90 to her account representing the early termination fee. Initially Hughes had waived half of the early termination fee. As a one-time courtesy we have waived the remainder of the 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]

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.

Review: My hughes net service I had before I upgraded was not working and they had to send out a tech. once a week for two weeks to keep down people coming in and out of my home I asked if they could make a deal with me to upgrade since I was going to do it in a week or two they told me they would upgrade me for $65.00 well they charged me $199.00. At the begin of this I told them my husband was on disability and I was a full time student and could not afford he $199.00 that is when they told me they would charge me the $65.00. now they will not work with me and I just paid 187.53 on the 22nd of Feb. This is not the first time they have pulled stuff like this. I do not know how we are suppose to pay this. I would of NEVER would of agreed to the upgrade if thy had not told me I could get it for $65.Desired Settlement: I would like for them to lower it and let me have the upgrade for the $65 I was told I could get it for.

Business

Response:

March 18, 2013

Review: I ordered Hughesnet in August of 2012, as this is the only provider that is available in my region. According to their commercials and sales ads, their ability to provide internet service via satellite is excellent. We have not been able to consistently connect to the internet and our service has been out for more than 75% of the time since establishing an account with Hughesnet. On several occasions I have contacted Hughesnet via the telephone and inquired about a service call. In the seven months that I have had this service a technician has been to my home on four separate occasions because I was unable to connect to the internet. On March 12, 2013 I contacted Hughesnet again and informed them that the service was again and not responding. I was then informed that I would incur a $125 fee to have my problem resolved.Desired Settlement: My desired outcome is to be relieved from continuing with this fraudulent contract. Hughnesnet has failed to provide internet service on a constant basis. Their equipment and service has been subpar since the initial installation. I no longer wish to be a customer or continue to pay for a service that I am not receiving. Furthermore request that Hughesnet recovers their equipment and release me from the obligation of paying an early termination fee. It is absurd to be forced to pay for services that are horrible. I have held up my end of the contract by paying monthly on a timely basis. Their responsibility was to provide internet service, which they have consistently failed to do so.

Business

Response:

April 2, 2013

Review: Hughes Net is trying to charge us for an earlier cancellation fee for service that we could not use. Their customer service is very frustrating, time consuming and untimely. They will not provide us with proof of a signed contract that they say they have that is their proof that we agreed to their terms of a 24 month contract after 30 days of free service. They told us in emails that we needed to get our copy of the signed agreement from the installer. All phone numbers they provided have been disconnected or are incorrect. After numerous phone calls (which was very difficult to get through and speak to anyone), it was determined by Hughes Net that the equipment that was installed by their contractor was faulty and they would come and fix. They never did. So we stopped payment on the service, cancelled it and were forced to order another wireless internet service so my husband could conduct his business from home when needed.Desired Settlement: Hughes Net continues to try and collect for what they call their early cancellation fee, which we were never made aware of. Regardless, we should have the right to cancel service that was very sub par. We would like them to drop all charges and consider this matter closed.

Business

Response:

April 2, 2013

Review: We have repeatedly notified HughesNet regarding our unacceptable internet service. We notified them the very first time when the installers tried to make me pay $150 for installation while I was home alone with 3 small children. I have called twice montly regarding services that were not rendered. I was out of the country for business and guarenteed that I could skype my family only to find out I could not due to poor service connection. I am on hold for 52 MINUTES + each time I call. Only to get a rep in India that has NO clue how to help. I have agreed to pay the last two months of service that were inflated with NO notice. And there was horrible service. It is NOT the router. We bought the exact router and the last service gentleman inspected it and said it was a great. They have offered to deduct $100 from the early termination fee. However, they are in no way concerned about the time and effort we have spent trying to make the service correct without disconnection. They bait and switched us once we were with them and now are doing more wrong than right. I am very disappointed. I have also asked to be faxed or emailed a copy of calls and they will NOT help and say its my responsibilty. Well, I have every call, name and amount of time spent calling. I will gladly provide. PLEASE HELP!!!!!

We now have a collection letter stating we owe $537. We do not know where to turn. Thanks in advance for your help or suggestions.Desired Settlement: To have the early termination fee waived of $400.

Business

Response:

April 3, 2013

Review: We had hughesNet sattelite service installed mid-Aug 2012 and cancelled it on Aug 31, 2013. We returned all the equipment as advised and there was a credit on our account for $21.49. My new husband and I called 2 more times, the last being in October regarding this credit on our account and was assured that we would be given a refund. I called today regarding our account, [redacted] and I was told by the representative, [redacted], that the check was sent in the past but they dont have any notes of us ever calling in or when they sent the check or the date of the check. Completely unacceptable and I feel like I keep getting told the same thing with no results. I just want my money that was originally taken out of the credit card for services that we did not use. I was told today that they will "try" to cancel the previous check and resend one out to me. This is the 3rd time we have been promised this action with no results.Desired Settlement: Please have them send a refunded check to either me, [redacted]- now [redacted] as I got married on 8/25/13 or my husband, [redacted] to [redacted].

Business

Response:

April 25, 2013

Review: Hello,

I recently moved residences and requested my HughesNet service to be relocated to my new home. I understand that HughesNet outsources to other companies for installs. My installation appointment was scheduled for Friday, February 8th. Two men showed up to my door at about 3:30 p.m. without HughesNet attire or identification to perform the installation. I live alone most days of the month and am pregnant. These two men wore saggy jeans and one wore his hat sideways and referred to me as “Dude”. I was very uncomfortable allowing these two characters in my home. Their unprofessional appearance certainly did not instill confidence. During their work they shared with me their own dissatisfaction with Hughesnet, and also reported how much money they earn for each installation ($75) and that if the installations are unsuccessful they don’t make a profit because of fuel costs and travel time. One of the installers, [redacted], reported that he keeps old equipment in his shed at home.

After four hours of working, and using numerous minutes on my cell phone, the installation was unsuccessful. They left my home at 7:30 p.m. and told me they would return the next day to finish and never did. My husband and I both work and I didn’t appreciate taking the time off work to be stood up. The installation company called a couple days later and asked me if I had seen or heard from the two installers. Apparently they were missing in action from work.

After discussing these issues with my husband, we decided to cancel our contract. We reported our complaints to customer service and spent hours on the phone discussing our concerns. We agreed to pay a rather steep early contract cancellation fee. Allow me to reiterate: I canceled my contract because of the two unsavory characters that came to my home. On Feb 15th, the same two characters came to my home to remove the equipment, however never returned the radio transmitter to HughesNet. I was responsible for returning the cables and modem, which I did. Today, April 15th I have a charge in my checking account of $200 for the radio transmitter that was not returned! As a customer, it is reasonable to believe that when the installer returns to remove the equipment that all equipment is returned and the consumer is relieved of their contractual obligation. Apparently not so! Consumers should not be responsible for monitoring the whereabouts of equipment that an outsourced company failed to return!

I demand my money back and this problem be resolved quickly! This new issue I was given today confirms that my decision to cancel with HughesNet was the right decision.

Case#[redacted]Desired Settlement: I would like to have my account credited for $200

Business

Response:

April 25, 2013

Review: I am unable to view my bill before money is collected from my account.

On March 31 2013 I called into Hughes Net customer service to ask for my bill. My Bill is due on the 9th of every month. I wanted to see how much it was before they took it out of my account on the 9th of April. They were unable to provide me this information. They proceeded to let me Know that they could not Give me my exact bill but they could give me an estimate amount and hope it was right. I asked them if there were any way I could see my bill before it was due on the ninth they said the only way was to switch my account to invoice billing which costs an extra $5.00 a month. I am on auto pay so I cant. My Invoice comes out on the 9th and my payment is due on the ninth, so I get no time to see my bill before it is automatically deducted from my account. I do not feel this is right. The only thing I can do here is make advance payments,and hope it covers my bill, to stay ahead if I want to keep up. I talked to a supervisor who then told me the same thing. He also informed me that my bill would be raising $10.00 more a month because I was in a 3 month promo I was never informed about. As well as paying for a protection plan I did not need , because I am under warranty for 6 months. He credited me the amount of the protection plan that I had paid A month prior since I did not need it anyway. I was never given any paperwork or contract information and was never informed of any promotion for 3 months only.Desired Settlement: I just want this fixed so I am able to see my bill in an e-mail or online without paying extra. All I ask is to be able to see my bill a couple weeks in advance so I can make an exact payment or make sure I can cover the funds that will be deducted on the 9th.

Business

Response:

May 8, 2013

Review: Lied about set up fees and pricing

Order the service and told the would be no up front fees. The day after installation I had a $108 charge to my credit card. I called to find out what the charge was for and I was sent back to sales and they said they would have to review the recording and let me know if indeed I was told no fees. They reviewed the tape and I was told no fees. They said they would have to fax the company this info and they would credit my account. After a week and no credit I called and they said they had given me a credit and I informed them that no credit had appeared on my checking account. They said no we gave you a coupon and a credit? I said no you need to credit my account. I insisted on speaking to a manager and they transferred me back to sales? They said that was the sales departments fault and I would need to call them back. At this point I realized it was a loosing battle and waited to see if there would be some sort of credit on my first bill. NO credit on my bill and it was $10 higher than the price I was quoted! I did not bother to call them as they just give you the run around.Desired Settlement: I would like to end this contract send the equipment back with no charges.

Business

Response:

May 14, 2013

Review: When I signed to use HughesNet internet service, I was not informed that their plan had monthly data usage or that I was under a 2 year contract. Also, I was informed that I would be charged $60.00 for the initial service and $100.00 was instead withdrawn from my account. I spoke with a person on the phone to set up a date for the instillation and have not heard from that person again.

I never received any paperwork regarding my services or any type of receipt. I was under the impression that the paperwork would be mailed to me. As per HughesNet my contract started 04/01/13, and I have yet to receive any type of information regarding my so called contract or anything else. I have contacted HughesNet with my complaints and all they can say is "I apologize, but..."

I have been informed that I would have to pay $400.00 to discontinue my contract.Desired Settlement: I want out of my contract without having to pay any type of penalty.

Business

Response:

May 15, 2013

Review: Was charged on a debit card after I asked them not to and provided a different card number. Now I cannot buy my seizure or kidney disease medicine.

On June 13,2013 I contacted hughesnet and told them my husband has been laid off and I need what money I will have on my debit card to buy my seizure medicine and kidney medication. I provided a new card number to bill on July 1,2013. On June 28, 2013 they billed the one card that I asked them not to charge. When I called them and discussed with them the situation I was told they cannot give the money back. I talked to a supervisor who told me the same thing. Now I am without medication and when I end up in a hospital I will be sending my bill to them! This was so wrong of them.Desired Settlement: I want them to give me my $153.08 back and two months free service for the trouble and the extra damage thats going to be done to my body from not being able to get my medicine.

Business

Response:

July 22, 2013

Review: WE HAVE CALLED INTO HUGHES NET ABOUT 6 TIMES IN REGUARDS TO OUR SERVICE NOT WORKING. WE KEPT GETTING NON ENGLISH SPEAKING CUSTOMER RESPRESENTIVES. EVERYONE SINGLE ONE WAS RUDE AND ONE CUSTOMER SERVICE PERSON SAID THAT WE DID NOT GO THRU THE PROPER STEPS IN ORDER TO SEE IF OUR SERVICE WASN NOT WORKING. THAT WAS NOT TRUE, WE DID EVERYTHING WE COULD ON OUR END TO GET OUR INTERNET SERVICE TO WORK CORRECTLY.Desired Settlement: HUGHES NET OWES US TWO MONTHS OF SERVICE FEES IN WHICH WE COULD NOT USE OUR INTERNET SERVICE PROPERLY AND $125 THAT A SERVICE TECHINAN CHARGED US TO COME OUT AND REPAIR THIS SYSTEM. WE PAY A MONTHLY MAINTENANCE FEE FOR REPAIRS. THIS IS NOT COMING OUT OF OUR POCKETS. AND HUGHES NET CAN GIVE US EARLY TERMINATION FREE OF CHARGES. THEIR SERVICE IS NOT WORTH HAVING. THEIR CUSTOMER SERVICE PEOPLE ARE RUDE AND ACT LIKE ITS SOMETHING WE HAVE DONE WRONG.

Business

Response:

July 30, 2013

Review: HUGHES NET WILL NOT LISTEN, WE CALLED THEM AT LEAST 6 TIMES, TRYING TO EXPLAIN WE HAVE INTERNET SERVICE FOR ABOUT 10 MINUTES AND IT WILL STOP, FOR THE PAST TWO MONTHS, WE CAN NOT USE THIS SERVICE. WE DID EVERYTHING THEY ASKED US TO DO, AND MY WIFE SPOKE WITH SOMEONE FROM CUSTOMER SERVICE THAT WAS NOT ENGLISH SPEAKING OR BROKEN ENGLISH AND HE PUT IN HIS REPORT THAT SHE REFUSED TO GO THRU THE STEPS THAT HE WAS EXPLAINING TO HER. THIS IS EQUIPMENT FAILURE PROBLEM. I WANT MY SERVICE RESTORED SO WE CAN USE IT AND I WANT TWO MONTHS SERVICE FEES RETURNED PLUS THE $125 MAINTENCE REPAIR CHARGE.Desired Settlement: account # [redacted] I HAVE CONTACTED HUGHES NET AT LEAST 5 TO 6 TIMES, OUR INTERNET SERVICE HAS NOT WORKED PROPERLY FOR THE LAST TWO MONTHS. WITH THAT BEING SAID. MY WIFE AND I HAVE WENT THRU EVERY SINGLE STEP OF TRYING TO CORRECT THE PROBLEM SO A TECHINAN WOULD NOT HAVE TO COME OUT. MY LAST CALL IN, I WAS TOLD MY WIFE REFUSED TO GO THRU THE STEPS THAT THE CUSTOMER SERVICE REPRESENTIVE ASKED HER TO DO. #1 WE BOTH COULD NOT UNDERSTAND THE CUSTOMER SERVICE PERSON, THEY WERE NOT ENGLISH SPEAKING. MY WIFE TRIED TO UNDERSTAND TO THE BEST SHE COULD. SHE TOLD HIM TO SEND OUT A TECHINAN BECAUSE WE HAD A PROBLEM WITH OUR SATALITE DISH. IT WAS OUT OF ALIGNMENT DUE TO WHAT EVER REASON IT GOT OUT OF ALIGNMENT. WE WERE CHARGED $125 FOR THIS SERVICE CALL. WE PAY A MONTHLY SERVICE FEE FOR REPAIR WORK. I WANT TWO MONTHS OF SERVICE BACK AND MY $125 SERVICE CALL REFUND.

Business

Response:

July 30, 2013

Review: I have questioned the 2 year agreement in which Hughes Net will not provide proof. I called to inquire and was advised they were not authorized to provide proof. I explained if they can not show proof, then I can not be held liable for a 2 year agreement. I did email the executive office with no response. The representative stated I can read the terms and conditions on the Hughes Net website. I did this in which it was revised March 2013 and does show 2 years. I activated Hughes Net 11-9-2012 with no paper work signed by me agreeing to a 2 year agreement. The connection is much slower than having Comcast. The representative was not in the United States and kept telling me not authorized to send proof as it was in a secure location.Desired Settlement: If no proof of me agreeing to a 2 year agreement, then would like to disconnect with no backlash of trying to collect for early termination

Business

Response:

July 23, 2013

Review: I had Hughes Net installed and was told they would put a $40 hold on my debit card but that it would be released in 3-4 days. I called and checked on August 10th and the funds had not been released. The funds were taken on August 7th. Instead of taking $40, they took $51.18 which they weren't authorized to do. When I called customer service on August 10th, I was told to wait until August 12th for the funds to be released. Today is August 16th and I just called today to check because I forgot about it and the funds still haven't been released. I was told that I need to fax a statement to them. I don't have a fax machine or access to one. I don't have a printer to print the statement off with either. My statements are all online. I asked for an email address to email the bank statement to and they don't me that they don't have one.Desired Settlement: I want my funds refunded and I think I deserve a discount for being ripped off.

Business

Response:

August 22, 2013

Review: HughesNet phone rep said internet performance would be greatly faster. Performance was slower than the DSL service.

HughesNet phone rep said internet performance would be significantly faster. The actual performance was much slower than DSL service we had previously. Company is now saying that I agreed to a two-year lease, but I have no record of any contract I signed for lease. Now I'm being charged $385 to break lease.Desired Settlement: I want HughesNet to refund the $385 fee.

Business

Response:

August 21, 2013

Review: I started service with hughes net on Monday September 9th. Prior to the installation I was told my monthly payments would be 39.99 a month for the first three months and 49.99 a month after that with a 2 year contract. I was ok with this so I went ahead with the installation. Tuesday September 10th hughes net tried taking 51.00 out of my account of which I didn't have in my account because I was only told 39.99 would be taken out. which is why when I spoke to the lady on the phone I was very persistent asking how much would be taken out because I knew I only had that 39.99 dollars in there. when I called to ask why 51.00 was being taken out I was told there was a 9.99 dollar a month charge for the equipment rental. I was never told this when setting up my account!!! when I told them that I was never told about the extra charge all they said was they were very sorry..... sorry doesn't change the fact that I trusted them with my credit card information and they violated my trust!!! that day I asked her to cancel my automatic payments because I now don't trust them with that information..I was told it was cancelled. over the next few days I was trying to download on my xbox and it said I didn't have sufficient internet connection. when I set up my internet she told me the service I was going with was great for online gaming, downloading,ect...she again lied to me. by then I was through with all I had dealt with in the last two weeks that on September 16th I called to cancel my service, which I have 30 days to cancel. they then told me that I needed to return their equipment ... ok no problem.... they needed me to return their modem, power cords and radio that is on the satellite dish. I asked her how I was supposed to get the radio because they installed it on my roof and not on the side of the house like they normally do I guess.. she told me that I would be charged 100.00 for the guy to come and take the radio off the satellite. umm how is it my fault that the installation guy put the satellite dish on my roof out of my reach?? I was told that I had 30 days no hassle to cancel my account if I was unhappy with there service which I absolutely am and now im being punished??? ive never experienced anything like this!! oh and when I called again on September 16th she told me that my automatic payments were never cancelled so they still had my credit card information. I asked her to take my credit card info off and she told me they are going to charge me 5.00 for that as well!! worst business ive ever dealt with and I absolutely advise everyone to stay away from them!!Desired Settlement: I just want them to take off that 100.00 charge for the guy to come out and uninstall and be done with this whole experience

Business

Response:

October 3, 2013

Review: On 9-19-13 my bill was mailed out to Hughes Net with two separate checks enclosed in this envelope with the invoice. first check was mine #[redacted] or the amount of $65.62. the second check was from [redacted]'s account check #[redacted] for the amount of 65.00 totaling 130.62 of the amount of what the bill was for. On 9-25-2013 I checked mine and **. [redacted]'s account to see if our payments had been cashed via internet. the check # [redacted] cleared our bank of branch of hocking valley banks in [redacted] but check # [redacted] did not. I contacted Hughes Net regarding this issue. I spoke to a [redacted] and she continued to argue with me that I only made one payment not two. I reassured her that I mailed both checks and it is possible that when they received the payment that both checks could have stuck together seeing as though they were the same color and from the same bank of branch just different account numbers and names on the check. she proceeded to tell me no other payment was made and they didn't receive it. I informed her that I have a carbon copy from check #[redacted] as proof that a second check was made out to them and that I wanted their fax number to provide a copy to them due to I was not issuing another check nor stopping payment on #[redacted]. she gave me the number I faxed the necessary paperwork they asked on 9-25-2013 at 10:36a. she also provided me with a case # to give every time I called in with concerns about this matter which is case #38210927. I called in yesterday as instructed and spoke to an [redacted]. after 25 minutes of being continuously put on hold and only 5 minutes of talking to this person [redacted] stated they had received my fax and that they would resolve this issue by deducting the amount of check #[redacted] since they cannot locate the check but got my fax, I was then informed that I would receive a phone call in a couple of hours from another rep in that company to discuss the outcome of what my bill would reflect. I waited a couple hours as promised no phone call. I called Hughes Net back and got a person by the last name of [redacted]. she proceeded to argue with us as well after providing her with our case # and informing her to read the notes on the situation. by the end of the conversation no problem was resolved, I was then told 24 hours for a phone call I would receive from them to resolve this and that they still wanted me to reissue another check since they are showing I only made one payment. I explained that I provided proof of my payment that they received but never processed, and that I was not reissuing any payments nor stopping payment on the one that is still outstanding. she profusely became rude and argumentative with me and **. [redacted]. I was so upset of not getting anywhere with these people that I hung up on them and called my Revdex.com of Ohio. I was directed toward your site for assistance.Desired Settlement: I am wanting Hughes Net to either locate the missing check #[redacted] for the amount of 65.00 or to accept the fax they received of the carbon copy from the check and process it toward my payment for the month of September 2013. I also feel since they were constantly arguing with me and **. [redacted] that they need more proper training on their customer service skills. A discount should be applied to mine and other customers bills for having to deal with this nonsense and continuous lies on their part to resolve issues that never get taken care of from one person to the next that you talk to .

Business

Response:

October 3,

2013

Review: ON OCTOBER 2, 2013 I CANCELED MY HUGHESNET SERVICE BECAUSE MY MONTHLY CHARGE WAS NOT WHAT I AGREED TO WHEN I SIGNED UP. THE WOMAN TOLD ME THAT I WOULD BE REFUNDED FOR THE MONTH OF OCTOBER AND I WOULD NOT BE CHARGED THE EARLY CANCELLATION FEE. TODAY I TRIED TO WITHDRAW MONEY FROM MY CHECKING ACCOUNT TO FIND OUT THAT THERE IS A PENDING CHARGE FROM HUGHESNET FOR A CANCELLATION FEE. I CONTACTED HUGHESNET IMMEDIATELY AND WAS TOLD THAT I WOULD BE REIMBURSED FOR MY OCTOBER PAYMENT AND THE CANCELLATION FEE - ALL I HAD TO DO WAS TO CALL HUGHESNET BACK AFTER 9:00 AM, SPEAK TO BILLING, GIVE THEM MY CONFIRMATION NUMBER AND THEY COULD PROCESS THE REFUND. I CALLED HUGHESNET AFTER 9:00 AM AND WAS HUNG UP ON THE FIRST TIME, SPOKE TO SOMEONE IN "TECHNICAL SUPPORT" FOR 10 MINUTES UNTIL SHE SAID THAT SHE WOULD TRANSFER ME TO SOMEONE IN "BILLING". SHE TRANSFERRED ME TO ANOTHER PERSON IN "TECHNICAL SUPPORT" AND THEN HE FINALLY TRANSFERRED ME TO "BILLING". I HAD TO EXPLAIN MY SITUATION ALL OVER AGAIN EVEN THOUGH I GAVE HER MY CONFIRMATION NUMBER. SHE PUT ME ON HOLD FOR ALMOST 10 MINUTES. SHE WAS GIVING ME "THE RUN AROUND" WHEN I WAS TOLD A FEW HOURS PRIOR THAT ALL I HAD TO DO WAS TO CALL AFTER 9:00 AM GIVE THEM MY CONFIRMATION NUMBER AND THE REFUND WOULD TAKE PLACE. HUGHESNET IS A FRAUD AND WITHDREW MONEY FROM MY CHECKING ACCOUNT WITHOUT MY PERMISSION. I CLOSED THE ACCOUNT ON OCTOBER 2 AND WITHIN A WEEK, I RETURNED THE EQUIPMENT TO THEM. I NEVER RECEIVE A STATEMENT FROM THIS COMPANY SHOWING ME WHAT OR WHEN MY ACCOUNT WILL BE WITHDRAW FROM - IT'S A SCAM. I WILL DO WHATEVER IT TAKES TO RUIN THIS COMPANY'S REPUTATION AND WILL NOT STOP UNTIL I GET MY $400 BACK!Desired Settlement: FULL REFUND FOR MONTH OF OCTOBER $54.18 AND FULL REFUND FOR CANCELLATION FEE $345.82

Business

Response:

November 22, 2013