Hughes Network Systems

Review: January 2013 I signed up for a Hughes Net Internet service with was the Gen 3. My service was excellent and no proble** never had to call to ask for help. it was awesome. Well around the end of April first of May I called to ask them to move service from [redacted],** to [redacted] and they did and the guy on the phone was talking about I was due for an upgrade and so on. it kept babbling on and on so I asked him nothing will change except new equipment and so on. He swore everything would stay the same and nothing would change so I said ok. Next thing I know my bill has gone to almost $100 from around $50 something and I call and inthe meantime I cannot use the internet it says does not recognize a modem. so I am paying for something I cannot use. So I stay on phone with a couple people at different times (for extended periods of time) and it works when I get off but after you get off and go back it is the same thing so I call and want to swap back to Gen 3 because I had no proble** before but NO way was that gonna happen but they would send someone out again to check it out and if I was not satisfied I could disconnect with no fees in December and the guy comes otu it works for a few days but then back to the same old same old. So I just stop calling because it is doing no good to call anyways and decide to cut my losses until December and disconnect and be done. So I call November 11 to have disconnected well the girl argues that if I disconnect before January 2014 I will have like $400 something dollars early termination fee. I tried to tell her that the guy told me the last time I called that it wouldnt cost me anything and blah blah blah and I still hadnt been able to use the internet most of the time and just wanted to get disconnected and she goes on to tell me if I dont wait til January13,2014 to disconnect that she will change my termination date til June 2014 which in June 2013 is when they installed the Gen 4. I tried to no avail to get her to just let me pay $100 dollars as of November 11,2013 and just disconnect but continued to argue that if I didnt wait til January 13,2014 that she would enforce the June 2014 termination date. I told her look I dont see why you cant just disconnect me and be done. I have been paying for something that I cannot use for over 6 months and am tired of calling and get another story she argues just like the last guy did no ma'am I promise you if you wait til January 2014 I will guarantee you will be able to disconnect and so on. I told her that is what the last guy said and now she was giving me the run around and she told me just like the other guy no I am documenting and so on and you wont have this problem.

WHY SHOULD I BE BOUND TO A CONTRACT WHICH I DIDNT UNDERSTAND TO START WITH AND WAS TOLD NOTHING WOULD CHANGE IF THEY DONT KEEP THERE END OF THE CONTRACT AND GIVE ME THE SERVICE I ASKED FOR? I AM SO DISGUSTED THAT ALL I WANT IS TO BE DONE WITH THESE PEOPLE! ALTHOUGH I THOUGHT IF YOU DIDNT RECIEVE SERVICES YOU WERE PAYING FOR THEN YOU SHOULDNT HAVE TO BE BOUND. ALTHOUGH THEY SHOULD REFUND ME MONEY FROM THE TIME OF WHEN GEN 4 WAS INSTALLED.Desired Settlement: I JUST WANT THEM TO CUT THE INTERNET OFF NOW WITH NO FURTHER PAYMENTS DUE AND BE DONE AND I NO LONGER WANT THERE SERVICE I AM DISGUSTED WITH THE LIES THEY TELL AND GET THEIR JUNK OUT OF MY HOUSE AND OFF MY PROPERTY. 6 MONTHS AGO WOULD HAVE BEEN TOO LATE.

Business

Response:

Review: Customer service and technical help UN helpful UN kept orders

Upgraded to gen 4 in oct 1012 never received right modem till dec15 2013 , was paying for fastest speeds , not receiving them because of wrong box , told upgrade to gen 4 to watch [redacted] now when watching go over allowance , now they can charge you more ....Desired Settlement: I want a year free service , they don't help when calling tech support , nothing ever gets resolved ...

Business

Response:

January 6, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 26, 2013 to the Executive Customer Care division of Hughes, we have contacted **. [redacted] with our sincere interest in resolving the outstanding matter.

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

Our records indicate that **. [redacted]’ account was activated on January 9, 2009 and upgraded to the Gen4 system on October 17, 2013.

**. [redacted] contacted our technical support team on several occasions due to service issues. After evaluation, it was determined that **. [redacted]’ service was not performing within acceptable parameters.

Hughes values **. [redacted] as a long term customer. On January 4, 2014 we completed a field service dispatch, to thoroughly evaluate the operational capacity and replace or repair system components of **. [redacted]’ equipment. As an executive courtesy, on January 3, 2014 Hughes issued a three-month service credit to **. [redacted]’ account in the amount of $299.97. Hughes will continue to monitor the performance of **. [redacted]’ service; we are committed to working with **. [redacted] to ensure she is satisfied with her repair.

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: Hughes.net failed to honor our agreement which I spoke with a representative [redacted] in November 2013 to cancel contract. I was advised of the 400.00 cancellation fee. He saw where I had still been charged from my account from me calling 2 months prior so he credited from my balance and told me I know owe 313.26. Advised me I had until April to pay the cancellation fee . Stated the conversation was being recorded and to yes or no to what I didn't understand .I spoke with a supervisor [redacted] today said he could not find no such documentation with the case # [redacted] which is the one given by [redacted]. I authorized 49.99 monthly in the beginning never once did I ever authorize 327.48 amount to come out of my account. [redacted] told me I would be receiving the kit for return in 45 days which has still not come. The service was set up by a young man whom did not know about the Gb nor was I ever explained this. Bottom line Hughes.net stated in the system I was canceled on january 17, 2014 and it was computer generated . Why isn't the information placed in the computer other them receiving money from customer with no notice of when it's to be withdrawn. To speak with a representative several but there's nothing in the system but your account info for them to withdraw money. I should have been advised of their withdrawal practice. Hughes.net is poor excuse for internet services when they cannot even document when speaking to a customer but gives this fake case #'s.Desired Settlement: The company should honor the agreement that was in place not just do at will what a computer generates why speak to a person several times and it has been canceled since November because we have not had the service so why January 17 , 2014 date because that's when they decided with no notice to customer despite the circumstances in might put them in financially to remove 5 times the amount authorized.pay the amount by April 2014.

Business

Response:

February 6, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes it is our understanding that **. [redacted] has some concerns regarding her HughesNet service and is seeking to cancel without penalty.

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

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.

We have issued a refund of the early termination fee of $327.01 to the credit card on file bringing the amount due to $0.00. If **. [redacted]’ has any additional questions; she may contact me at the number below. **. [redacted]’ equipment needs to be returned within 45 days to avoid being charged an unreturned equipment fee.

We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I set up internet service over the phone with HughesNet to provide service for my stepson at his grandmother's residence in OR in April of 2013. When I tried to cancel the service at her request today, I was told that I was obligated to a 2 year contract with HughesNet and I was going to be charged an early termination fee. Up until this point, I had never been told of 2 year contract / commitment, had not authorized it, nor had any documentation that I was signing up for a commitment when I turned the service on.

When I asked them to provide me details on how the 2 year commitment was authorized, I was told they had a signature of the grandmother, at the time the service was installed at her home. When I replied that the grandmother was not authorized on the account and could not commit me such an arrangement, they told me that all accounts are automatically 2 year contracts. When I asked for proof that I was made aware of that, any record that I had authorized a two year contract, or had been sent any information regarding the 2 years being part of the ter** and conditions of service I was told it was sent to my email address. I asked for the email to be sent to me as proof and was told they have no record of it.

I went over all emails I had received from Hughes Net with the customer service agent on the phone giving dates, and details. None of which mentioned the 2 year contract, and none which had any mention of ter** and conditions I was agreeing to, or a link to ter** and conditions for the service.

The CS agent escalated the issue, and said all charges were valid because I continued to pay my bill which constituted my agreement to the ter** even though I was never made aware of the ter**, or agreed to them. The best they could offer was to reduce the early termination fee to $174.50 from $295.00. When I pushed to ask how I could dispute the early termination fee as I never agreed to the ter**, I was told I did not have any other options and that they would cancel my account as requested and send me the final bill with the reduced termination fee. It was up to me to determine what I choose to do next. I confirmed over the phone that my only option was to take this up with the Revdex.com in order to resolve it.Desired Settlement: My desired outcome is to have the early termination fee removed as I never authorized a 2 year contract or commitment when I started the service, nor was I ever made aware that I was subject to such a contract for the duration of the time I paid my bill.

Business

Response:

February 25, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on April 19, 2013. On February 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 $295.00.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. As a standard procedure, the confirmation involving **. [redacted]’ sales call would’ve been emailed to the email address she provided and the post installation reference sheet that she was referring to as not signing can be signed by anyone that is 18 years of age or older when the technician arrives to do the install. 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 already issued a credit of $147.50 to her account representing half of the early termination fee. We have also requested that the sales call be reviewed if available to determine if the correct information was given during the sales call. If the sales call determines that the correct information wasn’t provided we will waive the remainder of the early termination fee.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: Took unauthorized money from account. want money refunded back to account.Desired Settlement: want money put back in account. company is a ripp off

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID 9939434

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on July 15, 2013. On January 2, 2014, **. [redacted] requested to cancel her service.

Regarding **. [redacted]’s request to be refunded $239.83, she was refunded that amount to the card on file on January 3, 2014 and disputed the initial charge on March 12, 2014 with her financial institution. As a result, that amount has been debited back to her Hughes account. The remainder of the balance on the account is a result of that disputed payment after it was already refunded in addition to an early termination fee in the amount of $258.44.

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: Requested Wireless Internet Service from the company. The Installer that they sent out, [redacted], set up the Wireless service and asked for $100 deposit.

Wireless service stopped working and when contacting Hughes Net they claimed that they do not offer Wireless services and could not fix the problem.

So when I called to ask for Wireless service, they set up the account and did not disclose that they do not offer Wireless, and the Installer they sent out set the service up illegally acting on his own knowing the company does not provide the Wireless service.Desired Settlement: I would like to be refunded or excused from paying the first bill amount which has been less than 2 weeks since the service does not work or function as I requested when they agreed to provide service. I will be cancelling service going forward and do not wish to pay for something I could not use that was sold to me illegally.

Business

Response:

May 12, 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. His concerns are specifically related to using his wireless service with our service. Unfortunately, Hughes technical support does not troubleshoot wireless service. We can provide **. [redacted] free troubleshooting with our Home Technical Support team to try and possibly uncover any underlying issues with his wireless service. 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 with our service; Hughes has applied a one month service credit to his account in the amount of $71.51. **. [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, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Misrepresentation of product - internet service continually slowed down and we do not even use it - customer service horrible - cannot use product

When internet service ordered I explained that eventually I would be working from home and taking classes (online). I was assured that the service provided would be sufficient without a doubt. We were excited to have internet in our location (wooded, very rural area). At first we were able to get on-line and look things up (basically play)...then we tried to actually go into websites and interact (for example, fill out a warranty) but were unable. We were told that we were cycled down for "over-use"...we rarely even used the internet. I hoped to view [redacted], we couldn't even get the pages to download to view. Each time we called we were told that they were checking usage" and would be on hold for very long periods of time.. we asked to talk to manager and put on hold again and again - no manager. They offered each time to upgrade for either three months free or just free or the offered a free bandwidth? Each time, we tried to use the internet and still unable to actually do anything on it. We had ordered Netflix in the beginning and never made it through one movie. We still pay for that also, but cannot even get it to work at all...not enough internet. So, we have been asking to discontinue our service but were told it would cost $300 to get out of contract. We keep explaining that the service does not even work for us. Again today we called and spent a very lengthy amount of time on the phone, on hold and were offered another upgrade when we asked to cancel. We were told that the gentleman was a manager who offered to let us out of contract for $212 +/- We declined and explained that we do not want to pay anything...the product does not work at all. I threatened to report to Revdex.com and was told that I may do so... I am reporting this online from my home unsure if this will go through or wondering if they have given me service after my latest conversation. Either way, I am convinced that this company is a scam.Desired Settlement: A refund would be great because the services were misrepresented. At this point I would like the contract to end without incurring ANY charges. Thank you.

Business

Response:

May 20, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # 10032878 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. “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] frustration and concern. In light of the difficulties **. [redacted] has experienced with our service, we can waive half of the termination fee, bringing the amount due to $150.00. In addition, the equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] may contact me at the number below for his preferred cancellation date. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Failure to provide service as contracted and cancellation fees.

Initially the wireless internet worked as was promised. Then by month 3 bandwidth started disappearing (we purchased 10 gbps on a plan). From this point on I would have to contact HughesNet regularly to complain and inquire about where the bandwidth had gone. It got to the point that I disconnected every device in the house with the exception of 1 and bandwidth still kept disappearing. HughsNet was of the opinion someone was piggybacking stealing our internet. I minored in Business Information Systems (IT) and know for a fact that this was not the case because I monitored my wireless network and even disconnected the wireless and ran a hardline straight to the 1 device. In another instance, my wife and I were out of the state (GA) from February 27th through March 7th. When we returned home I was notified that my Credit Card had been canceled due to the Heart bleed virus by my bank so Hughesnet could not process payment and therefore for my service had not been renewed. When I contacted HughesnNet on the 8th I believe with an updated Credit Card number to process payment I was notified that all of my bandwidth had been used and that I needed to pay more for internet. At this point I was very frustrated and essentially backed the rep into a corner and was given 7 gb of data "gratis" even though I had paid for 10. This was at least the fourth time we were given data "gratis" on separate occasions. At no point was I offered troubleshooting help or assistance with monitoring bandwidth with the exception of a countdown dial that only told me how much data was left. When I cancelled my account which was another brow beating by HughesNet who did everything to keep me from cancelling to include suggesting upgrading to more data and finally offering real troubleshooting assistance I was notified of an early cancellation fee. I rebuked and stated that I do not believe I should be charged the fee due to the fact they had not provided services as contracted. I noticed today that $295 has been charged to my account. When we setup the account we had an option to rent or purchase the required equipment. We opted to purchase the equipment because we were told the equipment would be bought back should we decided to cancel the service. We have yet to receive the return box for the equipment. The individual who tried to dissuade me from cancelling kept trying to get me to transfer the equipment for HughesNet in lieu of returning it so I guess this is another tactic to take people's money without providing the contracted services or exercising contractual options. I know that HughesNet should have data collected from each of my calls logged against my account and hopefully the calls were recorded. I am going to protest the charges with my bank and notify them that a grievance has been filed with the Revdex.com.Desired Settlement: The only settlement I want is a refund for the cancellation fees and for them to send me the return equipment boxes so I can be reimbursed for the equipment I purchased. I would also like this to be noted in their business file.

Business

Response:

June 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on August 1, 2013. On April 29, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $295.00. 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. Per Hughes’ subscriber agreement, purchased equipment must be returned within the first 30 days to receive credit for the equipment. As a one-time exception, If **. [redacted] sends his equipment back we will credit the account in the amount of $200 and that amount will be refunded back to him. **. Haussman must send the radio transmitter which is attached to the arm of the dish, the modem and power supply. We will send a pre-paid label as a courtesy to cover the shipping cost. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

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]As I stated in my initial complaint I reject the response because the appropriate level of service was not provided, period. As **. Williams states in his response regarding "good faith", I purchased my equipment with the contractual right to return the equipment for a refund so this is not a "good faith" gesture on the part of HughesNet. Consequently, I made this request during cancellation and have yet to receive the box required to return the equipment for the refund. In addition to the "good faith" remark as a consumer I reserve the right to demand the level of service I agreed to when I signed the contract. HughesNet failed to provide the contractual level of service over a period of several months. **. [redacted] refers to review of pertinent records, this is a play on words as the "pertinent records" will show several complaints and gratis bandwidth in excess of 25gb from the call center technicians to make me go away because they could not explain the disappearing bandwidth. I still have yet to receive an explanation how a prepaid service which was not paid due to my credit card being cancelled by my bank due to the Heart virus resulted in zero bandwidth after the service was paid. In other words, pay first, get bandwidth later but when I paid apparently all of the bandwidth was used when my wife and I were out of town and all devices were turned off with the exception of the HughesNet router over a seven day period. It is my opinion that HughesNet knowingly provides a substandard service and that most consumers simply take it and will not take it to this level only to cancel once the contract period expires. I did sign a contract in good faith to pay early termination fees should I decide to cancel early but the onus is on HughesNet to provide the service I paid for in good faith which they did not. I propose that HughesNet provide the dates and data sizes of gratis bandwidth and support why I was given free data if there was not a data handling or monitoring issue on their end in addition to providing a logical response to the 20gb of bandwidth used without being paid for and when no devices were powered on. I reiterate, my wife and I went so far as to unplug all networked devices in our home with the exception of the HughesNet router while we were out of state to see what would happen. This resulted in the aforementioned 0 bandwidth after payment with 0 use. Again, returning the equipment is my right per the contract and has nothing to due with good faith on the part of HughesNet. The call center rep I spoke to when I cancelled did everything they could to dissuade me from attempting to return the equipment and recommended that I transfer it. I directed them a minimum of four times to send me the box to return the equipment and to date we have not received it. The only outcome I will accept is a full refund of the early termination fees and the equipment return box sent to me for the full equipment buyback price agreed upon in my contract. I will have to find and double check the agreed upon return price in my contract which may be $200. I am fully prepared to elevate this to small claims court and create a customer awareness Facebook page because customers should not be treated this way.[redacted]

Business

Response:

June 17, 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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Regarding **. [redacted]’s latest concern, as previously mentioned the early termination fee is a valid charge. Under Hughes’ purchase option, the equipment return credit is equivalent to the 30 day period to cancel without penalty. After the 30 days the warranty has expired on purchased equipment and can’t be returned for credit. As a courtesy, we have agreed to make an exception and refund the purchase cost of the equipment once it’s received. Hughes doesn’t provide return kits for purchased equipment; however we have generated a prepaid label that **. [redacted] can use with his own to return the modem, power supply and radio transmitter which is attached to the arm of the dish without incurring shipping cost. In the interim we have issued a credit in the amount of $60.00 to the account for one month of service. Once **. [redacted]’s purchased equipment has been received, we’ll issue an additional credit of $200.00, all of which will be refunded to card on file. Unfortunately, we will not be honoring **. [redacted]’s request to refund the early termination and issue credit for the purchased equipment. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I have filed two complaints against this company so far. I cant even believe that I'm having to do this again. Every time I have file a complaint against this company. They have favored on my side. They sent one of THEIR EMPLOYEES to remove a part from my roof. But THEIR EMPLOYEE left this part in a box on my front porch. I would imagine that they would want me to pay for shipping this back tho them. Now i'm extremely confused as to why THEIR EMPLOYEE just didn't take the part with them? Every complaint I have filed against them has been about being harassed and bullied by this company. And every chance they get. They do it again! I cant even believe that this company is still in business. And being allowed to treat people the way that the do. I have told them I am not paying them one more penny! Their service was awful! The promised me it would be perfect for what I needed. And it wasn't even close. And they keep calling me. And telling me that I owe them money. I find it humiliating that they would think I would spend the money to return this piece of their antenna. They are not getting any more of my time! Or my money! If they want this piece of their antenna back. They should have taken it with them when THEIR EMPLOYEE took it off my roof. I'm so tired of these games that this company has been playing with me since the first time I spoke to them. And every lie that comes out of their mouths! I just absolutely want to be done with them! And I refuse to pay for anything regarding this company. If they want this back? They need to come back and get it! Or send me a pre-paid box! I've never been so harassed by a company that was so full of lies and deceit. And have tried every single way possible to get more money out of me. There service that provided me with nothing. Cost me a small fortune! Which was a complete waste of money! Not one more penny will come from my pockets to go towards there company! And in my former complaints. This subject was mentioned. I told them at that time I wouldn't pay for this. And they agreed that I shouldn't. But, yet here I am again. Filing yet my third complaint against this same company. PLEASE have them leave me alone! This is getting absolutely absurd! What is wrong with these people? I urge anyone who is considering doing business with this company. To look anywhere else.Desired Settlement: Either come and get this part YOUR EMPLOYEE left on my porch. Or send me a way to ship it back to you at no cost to me. And then NEVER contact me again! EVER! For any reason. Do not mark my credit as a negative! And again Leave me alone! Be professional! And communicate with all of your departments. So that every single person who works for your company. Will know, that my case is closed! I owe you no more money! And you will not file a negative mark on my credit! And have YOUR EMPLOYEE who left this piece of equipment on my porch return and take it with them! I'm so fed up I cant stand it any more! I feel like i'm dealing with children. Not an actual company where adults work>

Business

Response:

June 29, 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. After further review, the technician is not required to return **. [redacted]’s equipment. **. [redacted] is responsible to return his own equipment. Hughes will send a pre-paid label for **. [redacted] to return his equipment. **. [redacted] will need to find a box big enough for the modem, power supply cord and radio to fit in successfully. **. [redacted] would need to notify me once the equipment is return to have the balance of $302.21 credit to the account and reflect a $0.00 balance. While **. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: We have had this this service for 2 months. We tried to use it on the second day of service and our usage was already used up and when it did work properly it lasted for a few days in the week then it goes out again . We have yet to experience the extent of the whole service of Hughes Net its constantly unstable . we went to higher packages thinking it would help and with the help of the sales representative we were told that it would do what we needed it to do. We called to cancel and they just tried to sell us a higher package instead of fixing the current problem. They also slow up the bandwidth tremendously no matter the package. We have the understanding that on cloudy days it will act up but on the sunniest clearest of days we still have issues.Desired Settlement: We just want them to come get there equipment and forgive the disconnect fee .We just don't want no dealings with Hughes Net at all.

Business

Response:

July 10, 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. After further review, **. [redacted] account is cancelled. We have waived the early termination fee and service fee, bringing the amount due to $0.00. In addition, the equipment needs to be shipped back within 45 days after cancellation date to avoid being charged an unreturned equipment fee. We notified **. [redacted] about our decision on 07/10/2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: They lied about their service, not once, not twice, but four times. Not once was I told I had limited use of the internet. I asked if my [redacted] jack was compatible, they said yes, first lie. I asked the installer if I could use the internet any time I wanted, he said only if I was down loading I-Tunes, second lie. Before my 17 days was up I called and asked why I was having problems getting on the internet. A tech told me that was easy, just unplug the power to the modem, and I could get on. I didn't realize that he was resetting my use. He said if I paid for the next higher mega bites, I wouldn't have that problem. I upped it. He said if it happened again unplug it again. A week later (after my period to get out of their contract had expired), I tried it again, and of course it did not work. I called again, they wanted me to up my mega bites again, I said no, I want to know what is going on. Then and only then did they tell me how it really worked. I told them they had gotten my business by lying to me. I would have never taken their service if I would have been told the truth. I told them they had broken our contract by committing fraud. They want early termination fees , to which I am writing them and telling them to check the recorded call that I made to them, they are the ones that broke the contract. They should not be able to lie to people, just to get their business.Desired Settlement: They should not be able to trick and lie to anyone. I read complaints after this happened and realize this is their practice. I hope this stops them of doing this to anyone else.

Business

Response:

July 15, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on February 17, 2014. On May 22, 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 $370.00. A sales call review indicated that [redacted] was informed that [redacted] jack was compatible with our service; however she was informed on February 19, 2014 that Hughes didn’t guarantee the service for [redacted] jack and it was supported by Hughes. At that point [redacted] was within her 30 day period to cancel without penalty but didn’t request a cancellation. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. 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 credit of $245.00 to her account representing half of the early termination fee a one month service in the amount of $60.00. 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:

[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:They still want me to pay a termination fee. I will not. They are the ones that broke the contract, by misleading me. THey out and out lied about their service.Regards,[redacted]

Business

Response:

July 30, 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 rebuttal letter to the Executive Customer Support division of Hughes, we have been in contact with [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Please be advised that we have informed [redacted] that she had the opportunity to cancel her service without penalty once she was informed of the incompatibility of using her [redacted] jack phone service. [redacted]’s early termination fee has been decreased from $370.00 to $125.00. She mentioned that she wouldn’t pay it and we have applied credit to offset more than half of the valid early termination fee. At this point, we feel that we have resolved this to the best of our ability. 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:

[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 have turned in all their equipment, plus the $85.00 modem. They also have a month of charges, they charge a month ahead. I will not pay them any thing. The [redacted] jack is only a small part of their misleading the public. Even their ad on TV does not tell how they work. My friend called and asked them specific questions, they still didn't tell the truth. THEY BROKE OUR CONTRACT!!!!!

Regards,

Review: I had their service installed on May 27th at our new house. We moved in on May 29th. On May 30 th the service was so slow I called to get help getting it figured out. I was told that is now there service works, after you use so much it is slowed down below the speed of dial up. I asked why I was never informed of this prior to purchasing and was told that they were sorry for the miscommunication but that's how it is. After 2 hours on the phone an agreed refund was to be processed on my account in two different amount. The first for 191 immediately and the second for 200 immediately after they received their equipment back. Well 1 month later 22 business days to be exact and I still have not received either. Every time I call I am told the refund is processed on my account and I should receive it in7 to 9 days. Well that time is way passed. I just want my $391 back as I have already went back to my prior Internet that was slow but at least they didn't tell me it was fast reliable Internet.Desired Settlement: I want my 391 back that I paid and in a reasonable amount of time

Business

Response:

July 21, 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 about her account and is seeking a refund. “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.” After further review, we have issued a refund to **. [redacted]s’ account of $391.37. **. [redacted] has verified that she received the refund on her credit card and has no further issues with Hughes. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, [redacted] Executive Support [redacted] [email protected]

Review: I recently paid to upgrade my services to the Gen 4 which is suppose to be so much better internet connection. Within a week of paying for my upgrade I got a postcard in the mail for a free upgrade. Since they have came and put the new satellite on my roof my signal and service has been awful, everytime I call them I get the same run around we show nothing wrong with your equipment, well something is wrong somewhere because I did not have this issue before upgrading to a better system. I am having problems doing business with my customers and also having issues doing college work because the internet will not stay connected, consistently loosing internet connection. I am asked to speak with a manager on my last call this evening at 6:15pm and they would not give me a manager just kept telling me nothing wrong with equipment call back when you can not connect in the time frame of speaking to him (Monte something he did not speak English very well) I lost signal 3 times. I would like to have the service I am paying for since my upgrade my bill went up another $10 a month. Please help me resolve my internet issue since I can not get no help from them. ThanksDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to have the service and signal that they say they Gen 4 system. I am very dissatisfied and if my signal and quality of internet can not get better then I wish to cancel my contract with them with no penalties. I have requested they come to my facility and see for them selves that the service is horrible but they refuse to do so. I just want to be able to run my business without problem like I did prior to upgrading.

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 service. Our records indicate that [redacted]’s service is actually registered to [redacted] and was activated on May 7, 2012. On June 5, 2014 the service was upgraded to our Gen4 service. At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In the most recent speed and web response tests taken, the results indicate the service is operating as it should. Our customer support has only received one call since the service was upgraded and there were no problems found at that time. [redacted] will need to troubleshoot the service with technical support so that we can try to resolve any issues that she may be experiencing. If the issues aren’t resolved at the first level of support we can offer [redacted] a complimentary diagnosis of her computer, router, web browser, etc. with Home Tech Support which Hughes uses to troubleshoot issues beyond the actual internet service. We can also have [redacted] troubleshoot with our advanced technical support agent if she is still experiencing issues after her Home Tech Support session. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: In October of 2011 I switched from Hughes Net to [redacted]. Unfortunately I have been ill for some time and my wife gradually took over following up on our finances. She had seen the Hughes Net monthly charges being charged to our Credit Card every month but did not question them, she does everything old school, paper, stamps and check in the mail. A friend of ours was helping with an issue with [redacted] early this year and saw the charge on the [redacted] and asked why? We called the Credit Card company and explained this we had not had service from Hughes Net since October 2011 they were only able to reimburse us for 2014 charges. There were 26 months of debits@ 78.54 per month totally $2,042.04.

(the last two months of 2011 and all of 2012 and 2013) During this time we did not receive any paper billing from them and I have no reason to believe that equipment was not returned. They waved the equipment fee of $314.16 but would not address the unwarranted charges. While doing a bit of a research a friend said that they were bought out by [redacted] in 2011 but kept the Hughes name. Perhaps something got lost in the buy out??Desired Settlement: I would like to be reimbursed for the 26 months that we did not have their service. $2,042.04

Business

Response:

August 28, 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 his service. At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers on our billing policies. “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at www.myHughesNet.com. If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement” Regarding [redacted]’s request to be refunded in full dating back to August of 2013, Hughes’ subscriber agreement states that any billing dispute must be made within 15 days of being charged. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our billing policy. A credit of $471.24 representing six months of service has been placed on the account and that amount has been refunded to the card on file. That amount will be refunded to the card on file. The leased equipment was never received by Hughes, but as a courtesy the unreturned equipment charge of $300.00 has been waived. The only documented request to cancel was on May 20, 2014. We can’t issue a refund in full as requested because it is the responsibility of the consumer to track charges that are set up as automatic payments from a card or bank 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, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: After canceling my HughesNet service, I was told I would receive a return box to return the modem, cables, etc., to HughesNet so I would not be charged for the equipment. 15+ days had passed and I had not received the return box so I called to report that and ask for a box to be sent. Shortly after a return box arrived, my husband and I boxed the equipment as directed and put the return label that had been sent in the box on the outside for return. [redacted] picked up the box. Within a couple of days, another return box arrived. I called HughesNet and asked what I should do with the 2nd box to which I was told to send the box back empty which I did. All of this took place around May 1. To my surprise, I had a $324.75 charge from HughesNet on my credit card bill billed on July 2. I have called HughesNet four different times and have been told that they do not have any record of my returned equipment. I have asked to speak to the shipping dept., a supervisor, or anyone who works with [redacted] shipments and have been refused. I have called [redacted] and tried to get tracking numbers to which I was told that the company generating the return label (HughesNet) should have a record of the label with the tracking number that was put in the return box. HughesNet claims they do not have it.Desired Settlement: HughesNet to either produce the tracking information to find out what happened to the box returned that they claim they did not receive or issue full credit for the charges to my credit card account for equipment that was returned with their return label.

Business

Response:

August 25, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns about her account. Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with [redacted]. Please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of the cancellation date. After further review, we have issued a refund of $324.75 to the credit card on file for the return of [redacted]’ equipment on 08/08/2014. [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,

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:

Handwritten Attachment

Regards,

Review: UNAUTHORIZED CHARGES OF $229.49 PLUS THE SERVICE WOULDN'T WORK AS PROMISED CHARGES WAS WAIVED TO KEEP US FROM LEAVING FOR NEW COMPANY.

I was ending my service with Hughes net after almost 2 years when I received a call from a woman named [redacted] wanting to talk me into staying with Hughes net when

I told her we had the opportunity for a better service here my son could play games online and she said we have that with the new gen4. I said yes I called when I heard about it and was told it would be a $200.00 upgrade so I said no the new service I was going to get was going to be 69.95. So she told me the would waive all fees and charges except for $49.95 and I would receive a $50.00 rebate making the upgrade cost $00.OK I agreed they came out did the upgrade. My son can not do online gaming at all as we was promised..AND THEN YESTERDAY THEY TOOK $229.49 OUT OF MY ACCOUNT FOR INSTALLATION FEES.I was on the phone with them all day and all they would agree to refund in $100.00 that was to immediately to be returned to my bank which I haven't received yet but I'm aware it could take a few days. As soon as I get the $100 I am canceling and asking them to come get all of there equipment and satellite. They sold me a product that does do what they promised it would and ripped me off for $229.49.If I could I would go On TV warning people about Hughes NetDesired Settlement: $229.49

Business

Response:

Review: Approximately 1 February I requested an upgrade of my internet service. On 18 February I discovered that I had been overcharged.

Since the payment was made automatically and caused two charges of $30 being made for overdraws.

I immediately contacted HughesNet and have received nothing but promises to "take care of it" since. I feel that a month is far too long to fix a simple overcharge, and that I am being ignored in the hope that I will simply go away.Desired Settlement: I would like them to refund the overpayment and $60 for the overdraw payments.

Business

Response:

March 29, 2013

Review: I received advertisement in mail I thought was from Hughes, this was A 3rd party that charged me$49.00 to sign me up.Service was to be $49.95 A month. I have been charged $170.84 on 9-24-12,$60.39 on 9-28-12,$71.20 on 11-25-12,$319.88 on 11-09-12.Have not had service from 2-04-13.Will not let me on site says my e mail add. is no good,Have called different times of day & different days at least 22 times. Could not get hold of anyone to straighten the problems out.I received a voice mail 3-2-13 to call 1-866-347-3292 about my account.Called right back held for 18 minutes, no one answered.Same for 3-4-13 & 3-6-13& 3-11-13.Received letter 2-8-13 that said I owed $31.69. Sent A letter back 2-15-13 stating all my problems, no response. 3-15-13 Someone called and I explanted all that had happened, he said he would transfer me to another dept. he hung up on me. I called right back & held 18 minutes on one ever answered.I gave up not knowing any thing else to do.

Product_Or_Service: internet service

Account_Number: Acc,# [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Call off collection co. Pick there equipment up & not turn me into the credit agency.They are trying to charge me $735.17. I have spent several hours trying to get this straightened out. I should not owe them anything.They should owe me.

Business

Response:

April 17, 2013

Review: My father passed away on 22 Aug. and I contacted Hughesnet to cancel the service. They gave me a fax number for the death certificate, so I completed the fax. 3 to 4 weeks go by and my Mother receives another "you owe us" letter. I called again and they claim they did not receive the fax of the death certificate. They told me to mail it. I mailed it to the address they gave me. Another 3 weeks go by and my Mother receives another "you owe us" letter. I call for the third time and they say they still haven't received the death certificate. How am I supposed to every close this account? They tell me to fax it again. I'm tired and fed up. My mother and I have gone through enough already. I will attempt to fax it again, however I still want to file this complaint.Desired Settlement: They need to cancel my Fathers account and waive the charges that have built up. Please send my Mother a letter that explains the final process and the account is closed and she owes nothing beyond 22 Aug. 13.

Business

Response:

November 14, 2013

Review: I contacted HughesNet because I had made two payments with in a 48 hour period. I called because when I went to make another payment it was still the original payment amount, the payment that I had made on 11/27/2013 had not been deducted from the original balance. When I contacted hughesnet I was told that if I did not pay the remaining balance that my service would be [redacted] off by 12/01/2013. The representative that I spoke to proceeded to tell me that I hadn't paid my bill with hughesnet on time in months, with only paying partial payments, I explained to him that my husband is an Iraq veteran and he only gets paid certain times of the month and that has to cover all of the house hold bills. If they want to loose us as a customer and not take care of us as their customers than they can disconnect our service and not charge us early termination fees. They were also charging us for a service that we didn't want. I was told that because we are invoice billing that we have 30 days to pay they balance that is due, but then when I asked when the remaining balance was due I was told that it was in soft collections and that if I didn't pay off the remaining balance by 12/01/2013 my service would be shut off.Desired Settlement: I want a phone call explaining why I was given the wrong information and why I was being charged for a service that I did not want. I also what the service that I did not want credited to my account.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Sun, Dec 1, 2013 at 6:12 PM

Subject: complaint I filed against hughesnet. ID#[redacted]

To: [email protected]

I spoke to a supervisor for hughesnet today and he credited me account so the complaint can be closed. Thank you for your time.