Hughes Network Systems

[redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 “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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.” 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] ’ circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties [redacted] encountered with our service, we have cancelled the account and issued a refund for half of the early termination feeIn addition, a box and prepaid label and box will be sent to the address on file for the successful return of the equipmentThe equipment needs to be returned within days of the cancellation date to avoid being charged an unreturned equipment fee [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] SrExecutive Customer Support [redacted] [email protected]

September 19, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Complaint ID [redacted] Dear Mr [redacted] In response to your second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms [redacted] has some concerns regarding her HughesNet serviceOur Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that Ms [redacted] ’s service was activated on May 11, On July 20, Ms [redacted] ’s service was canceledAs a result of cancellation within her contractual agreement, Ms [redacted] ’s account was charged an early termination fee in the amount of $for the internet service and $for the phone service Regarding Ms [redacted] ’s latest concern please be advised the first days the data allowance is relaxed to allow customers to download updates, software, etcwithout exceeding the data allowanceThis has nothing to do with the agents selling the service and it isn’t part of the terms and conditions of the serviceAs previously stated customers can and still should monitor their usage to know how much data is being used even with the relaxed periodWe sincerely understand Ms [redacted] ’s concern and as we have stated we have canceled the service without an early termination 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 faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration Very truly yours, Darron W [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I have contacted HughesNet technical support numerous times I have been on the phone with them troubleshooting the equipment while they performed diagnostics to figure out the issue Every time they claimed they completed the troubleshooting my Internet Service worked just fine but as soon as I hang up the phone its right back to a non working basis which in my opinion they are controlling the speeds of my internet I was contacted by an executive today who stated that they were going to perform the troubleshooting once again I already know what the outcome will be and I will end up even more highly unsatisfied I work to hard hours a day iin a very demanding job and now I have to take off from work to sit with someone over the phone again to troubleshoot a problem that will continue to persist I am not the only customer that is experiencing this issue in my area Everyone is highly upset and canceling their service because of the horrible service provided I will make sure that people I know or move in our area are aware of your practices Yes you give people days to cancel their service and it worked fine but that's the catch after those days your locked in and you guys control the speeds and customers have no choice but to deal with it Regards, [redacted] ***

September 10, Mr [redacted] Revdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear Mr [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the service was activated on May 12, On August 24, 2015, Mr [redacted] account was cancelled As a result of cancellation within his contractual agreement, Mr [redacted] account was charged an early termination fee in the amount of $ At the time Mr [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” It’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesRegarding Mr [redacted] concern with Hughes’ data allowance, Hughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month Relative to Mr [redacted] concerns about unexplained loss of data, any device that is capable of going online can drain your usage - such devices include but are not limited to computers (desktops, laptops, ***s, or PCs), tablets [redacted] , PC pads, readers, etc...), phones (any smart phone in your home), TVs (most TVs today are equipped to go online - this will add to your usage), online gaming devices (***, [redacted] , [redacted] , etc...) and in some cases home appliances that communicate to you (thermostats, fridges, etc...)If you have any gaming devices in your home, please remember that software updates for online games are frequently high in bandwidth and that more often than not, online gaming devices update automatically by defaultWe ask customers to take a screenshot of their status meter that shows how much bandwidth or data allowance they have available and then unplug the LAN cable from their modem and or router (if they’re using a router) and take note of the day and time it’s unpluggedLeave it unplugged possibly overnight or while at work and then plug it back upWhat the customer should see is there has been no change or usage during the period of time that the LAN cable was unplugged from the router and or modem Regarding Mr [redacted] request to cancel without penalty, please be advised that when Mr [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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr [redacted] circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Mr [redacted] experienced with our service, we have issued a credit of $to his account representing the early termination feeWe sincerely regret any inconvenience that Mr [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]

February 24, [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- 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 matterIt is our understanding that ** [redacted] has some concerns regarding her service Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with ** [redacted] Our records indicate that ** [redacted] ’s service was activated on October 26, Relative to ** [redacted] ’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per monthRegarding ** [redacted] s’s request to receive invoice billing at no additional charge, Hughe’s subscriber agreement contains specific language that states invoice billing is available but at an additional charge “Credit card payment is not required for residents of states where payment by credit cards may not be made mandatoryIn the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $per month.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands ** [redacted] ’s frustration and concern** [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical supportIf her speeds are below average speeds we would be happy to offer advanced tech support to ** [redacted] to insure that her service is operating as it shouldRegarding ** [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 agreementIf ** [redacted] still wishes to cancel her service she will be within her contractual agreement, and an early termination fee will be a valid charge 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]

April 24, "Tahoma","sans-serif";"> In [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File# [redacted] Dear [redacted] In response to your to the executive customer support division of Hughes, it is our understanding that ** [redacted] has some concerns regarding his Hughes service and is seeking a credit to the account representing the early termination fee Our executive customer support reviewed all pertinent database records** [redacted] disputed the early termination fee of $with his financial institutionWhen a credit card company rules in favor of the customer, it does not resolve the account status with Hughes** [redacted] received the $refund from his financial institutionHowever, the customer must work with Hughes to resolve the overriding issue for the disputed charge which bounced back to the account in the amount of $ Please be advised when ** [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period Consequently, we believe that we have a contractual right to assess these fees However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy In light of ** [redacted] ’s issues he experienced with our service; Hughes has waived the early termination fee of $341.46, bringing the amount due to $ ** [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 faithIn 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]

July 21, "Tahoma","sans-serif";"> ** [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 Our executive customer care representative reviewed all pertinent database records prior to attempting contact with *** Relative to ***’s concerns, “Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed.” ”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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.” After further review, ***’s account has been cancelledIn light of her issues we have waived half of the early termination fee, bringing the amount due to $ While ***’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts ** [redacted] may contact me directly with any additional questions regarding her complaint We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

February 24, 0pt;"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 her HughesNet service After a review of case notes, we have issued a one month service refund to ** [redacted] ’s account in the amount of $back to her credit card on file Unfortunately, we are unable to issue a refund for non-sufficient fees If ** [redacted] has any additional concerns she may contact me at the number below We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

[redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 her HughesNet service and is seeking the early termination fee refunded “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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.” “To ensure fair Internet access for all HughesNet® Gensubscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed.” When there is unexplained usage; Hughes would need to go through several troubleshooting steps to uncover the underlying issuesMultiple devices in the home will also contribute to usage on the accountIn addition, customers’ computers and routers are checked to make sure this is not a contributing factor to excess usage as well 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 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 After further review, Hughes attempted to work with [redacted] to try and meet her expectations with our serviceHowever, in light of her difficulties we have agreed to issue a refund for half of the early termination fee in the form of a check totaling $The check will be sent to the address on file in (4) to (6) weeks The equipment needs to be shipped back within days of the cancellation dateA box and a prepaid label will be shipped to the address on file for the successful return [redacted] may contact me at the number below with any additional questions We sincerely regret any inconvenience that MrTeasley 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] SrExecutive Customer Support ###-###-#### executivecustomercare

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I wish ti thank you and the staff at Hughes Net for the return of my funds I would also like to add that I should not have had to wait two week for the return of my funds They did not act fast enough on this problem In this day and age a problem such as this should have been cleared in a minimum of seven days Thank you all for your assistance [redacted]

July 27, "Tahoma","sans-serif";"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 servicePlease be advised that when [redacted] subscribed to the HughesNet Service; she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service, prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policyAfter further review, there was a credit issued for the early termination fee on 09/27/2013; however the account remained active and future fees were withdrawn from the credit as result of the account still being activeTherefore there is a remaining balance is $ While the account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts [redacted] may contact me at the number below with any additional questionsWe sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationVery truly yours, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

February 7, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 her HughesNet service** [redacted] is requesting to cancel without penalty Please be advised when ** [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period Consequently, we believe that we have a contractual right to assess these fees However, in recognition of ** [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy After further review, we will waive half of the early termination feeWe will also send a box and prepaid label to the address on file for the successful return of the equipment which need to be returned within days of the cancelation date ** [redacted] would need to contact me with her preferred cancellation date We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

October 16, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ’s service was activated on July 28, On September 3, 2014, [redacted] ’s account was cancelled The day trial period was extended in [redacted] ’s case and as a result the early termination fee of $shouldn’t have applied [redacted] ’s account has been credited the disputed amount of $and that amount was refunded to the card on file as of September 28, In regard to [redacted] ’s request to be refunded for overdraft fees, per the subscriber agreement Hughes isn’t responsible for overdraft fees incurred by the customer’s financial institutionHughes’ subscriber agreement contains specific language that states Hughes’ isn’t responsible for overdraft fees“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 billYou 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.” It is suggested that [redacted] ask his bank to waive the fee as a courtesyWhile Hughes doesn’t accept responsibility for overdraft fees, we’re happy to send a letter to [redacted] ’s financial institution asking them to waive the fees as a courtesy 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]

July 29, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 March 14, [redacted] initially requested to cancel the service on April 14, and was granted an extension of the day period to cancel without penalty [redacted] did request to cancel the service again the following monthOn July 11, 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 $ 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, 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 $to her account representing 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 considerationVery truly yours, Darron W [redacted] Executive Customer Support###-###-####[email protected]

August 4, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] Complaint ID # [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, we are unfortunately unable to contact the [redacted] to resolve the outstanding matterIt is our understanding that [redacted] has some concerns regarding her HughesNet service In order to bring resolution to [redacted] ’s complaint, Hughes would need the account number or phone number associated with the account [redacted] may contact me directly with her account at the number below Hughes is wholly committed to clarifying the nature [redacted] ’s concerns and expectations relative to her accountWe look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with [redacted] Very truly yours, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

[redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 and would like to cancel her account and have the equipment removed After further review, we are unable to locate ** [redacted] ’s Hughes accountHughes will need the phone number or account number associatedWe would need ** [redacted] to contact me directlyWe left a message on 5/31/and are awaiting a response to bring closure We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

It has taken long phone calls at mins to an hour plus a piece to change service to our new house and cancel service to our rented houseWe were double billed months(They have NOT reimbursed the double billing)And when they canceled the old house they billed us an early cancellation fee of $even though we remained customers at the new house!! They did promise there would not be a feeOn the third call the rep said he did see it noted on the account that we would NOT be billed the feeStayed on hold a very long time while he worked with his supervisor to get the fee returnedWhen he came back he said he and his supervisor had to fight with billing to get the fee returned!?! What kind of company is this that treats its customers so badly? I'm outraged that I have been double billed AND fined for this company's mistakes and incompetenceI've never had such poor experiences with a service providerNow it's a day wait to see if they followed through on returning the early cancellation feeThere has been NO offer of returning the double billed monthsIt's mind bogglingIf I could cancel altogether and get a better provider I wouldBut that would be another fee

March 14, [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- 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 reviewed all pertinent database records prior to attempting contact with ** [redacted] and is unable to locate an accountHughes is wholly committed to clarifying the nature of ** [redacted] ’s concerns and expectations relative to his accountIf ** [redacted] has an account number or phone number that can be used to access his account per his letter, we will be able to contact him and attempt to resolve his complaintIf ** [redacted] doesn’t have an account and has an issue with selling practices as mentioned in his letter, we will be happy to forward his concerns to the appropriate department 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]

August 7, "Tahoma","sans-serif";"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 additional concerns regarding her service As a result of her monthly service plan being upgraded; [redacted] bill increased in the month of July [redacted] ’s plan has been downgraded and we have issued a refund to her checking account on file in the amount of $ [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 faithIn 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]

July 18, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear *** [redacted] : In response to your letter, to the executive customer support division of Hughes, we have contacted [redacted] to resolve the outstanding matterIt is our understanding that [redacted] has some concerns regarding her service Our records indicate that [redacted] ***’s service is actually registered to Suzanne Lancaster and was activated on June 9, At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring 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 concernIn the most recent speed and web response tests taken, the results indicate the service is operating as it shouldWe have offered [redacted] a complimentary diagnosis of his computer, router, web browser, etcwith Home Tech Support which Hughes uses to troubleshoot issues beyond the actual internet serviceWe have also agreed to have [redacted] troubleshoot with our advanced technical support agent if he is still experiencing issues after his Home Tech Support sessionWe informed [redacted] of our decision on July 18, 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]