Hughes Network Systems

Review: I got Hughes net service in October and in November I call to let them know the service was not working they told me a tech would come out and if the service still did not work she would wave the early termination fee . The first of December I called back to let them know it still was not working they lower the bill for the rest of the time we had the service to 50.00 a month and told me to take some stuff off the computer because it was making it slow so we took the stuff off we called late that month the service still not working they gave us more minutes and said that was the problem she said if that don't work call back soon with then a few week and they would see what they could do . So I call back the first of January they had charge my account 66.18 witch was not the agreement it was only so suppose to be 50.00 and the service was still slow so I called to cancel the service and they told me they were going to charge me 380.00 for a early cancel . My complainit is I don't think I should be charge the fee when I tried to keep there service and it does not work because I live in the mountains they can have there system back but I don't want to be charge the early fee because there service does not work in my area .Desired Settlement: I don't want to pay the early termination fee because there device does not work in my area

Business

Response:

February 6, 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 October 9, 2013. On November 28, 2013, **. [redacted]’s requested to cancel and then accepted a retention offer. **. [redacted]’s account was canceled on January 13, 2014. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $318.80. Per Hughes’ subscriber agreement, all customers can cancel service within the first 30 days for any reason without penalty.

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 $159.00 to her account representing half 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: I received an advertisement for Hughes Net internet service. I called to inquire about the prices for internet service. I switched my internet to Hughes Net. The first 30 days the satellite internet worked great. The next month and a half the service would range from great to extremely poor. I called up to complain about the service . They told me that I exceeded my data usage. I asked the guy data what data? What are you talking about data. The man went on to tell me that I have 10gb of data that I can use per month. I told him I had no idea what he was talking about and that I wanted to speak with a supervisor. He transferred me and we were disconnected. I called back and had to tell the lady everything again and asked please transfer me to a supervisor because I want to cancel my internet and that I was not paying the early disconnect fee. After being to another man that was just trying to up sell me and 45 mins on the phone I was able to get to a supervisor. I explained to the lady that I was extremely unhappy with there service and that I was misinformed about their internet service. All she kept telling me was that it was on their web site which I had already told her I have not been on their site and that I heard of them because I got an advertisement flyer in the mail. She kept insisting that it is on the web site and I told her again I was not on the web site when I chose to go with Hughes Net. The man that I talked to never told me that I would have 10 gb of data. I told her that if I had known that I would have never switched. I told her that I wanted to cancel and that I was not paying the disconnect fee she informed me that it would me $400 but would discount it to $385. Then she told me that she could upgrade my data and give me a $20 discount so that it would not cost me anymore money for 1 year. I did agree to have her upgrade my account so that my daughter and I would be able to complete school work. I could not even watch lectures online without the lecture being interrupted. I am still very unhappy and upset that I was misinformed about their service and want to cancel my internet with them. I feel I should not have to pay the disconnect fee due to the fact they misrepresented the internet service.Desired Settlement: I want my internet contract with them cancelled and not to pay the disconnect fee.

Consumer

Response:

From: [redacted]

Date: Tue, Nov 12, 2013 at 1:46 PM

Subject: complaint ID [redacted]

To: [email protected]

This message is in regard to your complaint submitted on 11/5/2013 7:51:16 PM against Hughes Network Systems, LLC. Your complaint was assigned ID [redacted].

I am emailing you to inform you that Hughes Network Systems contacted me today and they have resolved the issue I complained about. Thank you for your help in resolving this matter.

I terminated my service with Hughesnet after many false charges made to my account, on August 14, 2015. I was informed that I had a zero remaining balance, and received the receipt confirmation that they had received their equipment in September of 2015. Today I received an email that they are trying to charge me for services in October, $321, that they were attempting to withdraw the money from my account (I blocked them after fraudulent charges that they didn't refund to my bank account even though they said they would in June). After I called, I was transferred to three different representatives, who told me that all of their supervisors were in an emergency meeting and that there was no one to transfer me to. I had to disconnect the call, and call to another representative, who informed me that there is no such meeting. The supervisor that I spoke with is now informing that I was misinformed on what is required to be returned equipment, and that I will need to climb on the roof of a home in another state, 8 hours away to send it back to them, or to pay them $100 to send a technician to come remove it. Failure to communicate on their part, shouldn't result in a charge on mine. To sum it up, even if this is your only resort for internet, run screaming in the other direction.

Review: I upgraded my Hughesnet to the new GEN4 offered by Hughesnet on 11/27/12. I was suppose to get faster internet speeds. I also was capped in my usage per month under their fair internet act policy. I was suppose to receive 15gb of anytime allowance per month and then be throttled to 150kbps. Which didn't happen they would throttle my to 30kbps! My children couldn't use internet for there school work or I could access my work site needed for my job. I went with this company because they claimed I would get speeds up to 10Mbps. Which is a false statement. I only received about have that speed. I have called multiple times about this and I transferred to another county and they refuse to transfer me to the American support center. When I upgrade my account I was made to sign up for automatic bill pay for my monthly bills to be put on my credit card. I cancelled on 1/11/2014 due to them throttling my internet to nothing and not beening able to provide me the unlimited service they claim I have. I was told that I was being billed a early termination fee and I would be in voiced that bill. My Bill is due was due on 1/13/2014 and my account was charged $220.00 and I never was invoiced this charge. I have contacted them and was told there was nothing I could do about it and the would invoice me now if I wanted. I also have tried to access my billing and account info via myHughesnet and my account information has been deleted so I cant access any of my bills or invoices. My contract I signed when the equipment was installed did not state any fees to be automatically taken out of my account without my approval. My monthly bill was $62.00 and not $220.00. I received a box via UPS from Hughesnet to return my equipment. Inside was a threating letter stating I was going to suffer serious consequences if I didn't return the equipment and also they were going to pursue legal actions. Now this company has me in fear that I'm going to have legal ramifications this company for cancelling as well as them just taking money out of my bank account for cancelling. They installed there equipment on my house and then now there want me to get their equipment off of my house or there going to charge me $300.00 dollars. The instructions for removing there equiptment even states that a professional should uninstall it but I have to find my own professional to do that. I AM VERY UNHAPPY AND NOW FEARFUL OF THIS COMPANY AND EVERYONE SHOULD KNOW ABOUT THERE UNFAIR PRACTICES AND THREATS!Desired Settlement: I want my account credited for the unauthorized charge of $220.00. And Hughesnet to stop threating people with letters stating that serious consequences or them pursuing legal actions on people. Company's are suppose to help there consumers not place fear into there life's. Legal Actions should be placed against Hughesnet for even sending people letters like the one I received.

Business

Response:

February 05, 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, 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 prior to establishing contact with **. [redacted].

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 the difficulties **. [redacted] experienced with our service; Hughes has waived the remaining amount on the account of $220.00. Our records reflect that **. [redacted] disputed the amount with his financial institution that awarded him a refund.

**. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid an unreturned equipment fee being charged to the account. We left a message on February 5, 2014 notifying **. [redacted] of our decision and we are currently awaiting a return call.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I subscribed to Hughesnet Gen 4 in November 2012. My decision was based on flyers mailed to my residence advertising a monthly price of 39.99. I had used midhudson cable at my previous residence, but only satellite internet was available at my current residence. Also the previous tenant of my current residence had a hughesnet dish, modem, and other equipment left behind. I was told over the phone when I ordered the service that I would be able to use those ite** for my new service. I also specified that I wanted the lowest plan 39.99. Several weeks later, a technician arrived to install my hughesnet service. He informed me that I could only get free installation with a lease option and that I could not use the existing equipment as I had been told on the phone. I offered him the equipment that I had on the property from the previous tenant and he declined to take it. Yet when my contract finally runs out, I'm expected to return equipment or be charged a steep fee? That was not explained while the technician was present or over the phone at any point. I offered equipment to be returned out of good will and somehow it had no value at that time, but is worth $300 later? The first set had been used for a much shorter period than the set I leased, judging by the collection calls I received looking for the previous tenant. If I return both sets at once, can I get a $600 refund? Anyway, my bill was never for the 39.99 + 9.99 lease fee. It has been consistently 61.06+ every month for over a year. I have spent countless hours on hold or talking to customer service reps and received mixed messages about which plan I have. I have repeatedly asked to verify that I have the lowest plan and why does the price not match what I was quoted. I have been offered prorated service (never received) and had my data allowance reduced. I have also received email confirmations of "upgrades" to the lower plan that I originally ordered. I fear that these upgrades signify an extension of a 2 year contract that is already way too long for over-priced, poor quality service.Desired Settlement: I think the business has the responsibility to refund me for the difference between the lowest cost lease plan and the price I have been paying for over the past year. They have not been very transparent or consistent with their pricing, but I think that would be a little over $10 per month. A month or two of complimentary service (Just the 9.99 lease fee) would also be a reasonable means of showing consideration for the inconvenience and deception I have experienced throughout my dealings with hughesnet. I would also like a statement/binding agreement that I will not be assessed an early cancellation fee if I complete my monthly payments through October 2014. That would be the 24 month ahead prepayments from when I first subscribed. I do not think it is fair to classify my requests to be put on the lowest plan that I originally ordered as an "upgrade" that restarts the 2 year contract. Especially since to date January 19, 2014, I have not received any prorated service credits, refunds, or corrections to the 39.99 + 9.99 monthly lease fee which I authorized in the first place. I am not seeking exemption from the return policy of the equipment. Though it is a hassle and expense to uninstall and ship equipment that I would have freely given the service tech in the first place, I will follow the procedure to avoid the $300 unreturned fee.

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.

After further review, we are unable to omit the $300.00 unreturned equipment fee or issue a credit to the account for the lesser service plan.

However, we do value **. [redacted] as a customer and we have issued a one month service credit to her account in the amount of $61.06.

We left a message notifying **. [redacted] advising that we needed a little more clarity regarding her concerns on 2/06/2014 and we are awaiting a return call to address any further issues.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I moved to a rural address and was looking for decent internet service. Unfortunately for me, cable internet service was not available in the area I moved. So, I started to look around for a suitable alternative. I found Hughesnet and was satisfied with their advertised internet speeds. I called them up, and they came out to my place and installed the satellite dish. Because it was a satellite dish, there is a cap on how many gigabytes of data you can download. I knew this when I signed up, and I told the salesman that we liked to play games online, download music, and stream video. The Hugesnet salesman assured us that we we fine, That 10 gigs a month was more than enough data. Problem was, it was not nearly enough data. We reached our limit within a couple of weeks, and once the limit it reach, Hugesnet will seriously throttle your internet speed. IN fact, after the download cap had been reached, Hughesnet basically turned the internet off, or at least turned it down enough to be totally unusable. So basically, I was paying for a service that I could only use half the time. So I canceled. Here is where the trouble really starts. I guess even though it had only been a month or two since I had signed up, I ended up costing me over $400 to cancel. Like I stated before, I was unable to use the service properly, so I didn't have much of a choice in canceling. I don't want to pay for something I cant use. So I payed the $400. A month or so later, Hughesnet charges me $100 out of the blue, saying I didn't turn in the cable modem. Well they never asked me for the modem back, and certainly didn't send me a box to send it back in. I call them up and the send me a box, and I send in the modem and a few weeks later I am refunded the $100. The worst part was when 8 MONTHS LATER Hughesnet again charges me $200 for some piece of equipment they said I have. Again, I gave them every opportunity to collect their equipment. I sent in the equipment they requested when they asked and provided a means to return it. I payed to have the account canceled. I fulfilled my end of the agreement. Hughesnet charged me on multiple occasions without notice and without giving me an opportunity to take care of whatever grievance they had. As I am writing this, Hugesnet is abusing my bank information and basically extorting me. This all could have been avoided if Hughesnet would have simply fulfilled their obligation to collect their equipment, or notified me of their intent to charge me at the very least. This has easily been the most convoluted frustrating customer service experience I have ever had.Desired Settlement: Hugesnet debited my bank account with out notice or authorization, months after the conclusion of our agreed arraignment. They need to post a full refund of all charges I have incurred to my debit account.

Business

Response:

November 7, 2013

Review: I Had Hughes net Internet Services. They have been cancelled Because I could not access the internet. I called and called they said that there was a fee for them to come out to service their equipment. I told them that I was am not paying for them to come out a maintain their equipment. The Pole has started leaning and causing signal loss. Which Means very slow internet. A representative told me they would come out and repair the service for free. I waited and Waited and waited but received no phone calls for repair. I called another internet provider and they came out the next day and installed the service for me.Desired Settlement: early termination fees waved. They failed in providing service to me. I feel as I do not owe them any early termination fee.

Business

Response:

October 11, 2013

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.

Please

be advised when **. [redacted] subscribed to the HughesNet Service, he expressly

agreed that he would be subject to a hardware 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.

After

further review, Hughes has waived the early termination fee, bringing the amount

due to $0.00. **. [redacted]

needs to return the equipment within 45 days of the

cancellation date to avoid an unreturned equipment fee. A box is currently on

route to **. [redacted] for the successful return of his 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. In

the event you have any additional questions or comments, do not hesitate to

contact me. Thank you very much for your

consideration.

Very

truly yours,

Executive

Customer Support

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

[email protected]

Consumer

Response:

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

I wish to Thank Everyone that Has helped on this issue. The reason I cancelled is because Hughesnet was telling me everything was fine but I could not connect to the internet. I was happy with hughesnet, But like I always say If you cant provide me with the service I signed up for why keep you. We need to have laws that protect the public from early termination fees. We should not have to sign a 2 year contract. When we sign up for your service, you provide the service that you advertise or we will find a company who can. My current Internet company is great. So Far....

Review: My wife called company to get information on how much services would cost. I never talked to them, my wife never gave my credit info or my social security number, however a few days later I get an alert from my credit report that says they ran my credit. They never had permission to do so.Desired Settlement: I would like the report removed from my credit on all three credit reporting companies.

Business

Response:

July 18, 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 information being used. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to his account. If [redacted] has an account number or phone number that can be used to access the account per his letter, we will be able to contact him and attempt to resolve his complaint. If there was no account established and [redacted] is able to provide the name and or telephone number used on the sales call we can investigate his concerns. 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]

I am rejecting this response because:

Regards,

Review: I was a customer and had completed my two year contract with the company. I had cancelled my service on or about July 1, 2013. Hughes net charged me $33.49 for four days of prorated service from 6-28 til 7-01. Usually my full 30 day bill would be $70. How do they justify charging me almost half a month of service for only 4 days. And furthermore, I feel it is outrageous that my "package deal" was supposed to be $45.99 per month, but after every tax, lease and maintenance fee had been applied.... my bill each month is $70. I would like to know how it can go from $45 to $70. I really feel that this company is trying to take advantage of me. I have already contacted the company once and explained my position on this situation and I continue to get bills from HughesNet.Desired Settlement: I do not mind to pay for the four days. But, I will not pay some trumped up charges. I would like for my bill to be adjusted accordingly.

Business

Response:

August 8, 2013

Review: My HughesNet service was activated on 11/23/2013. At no point during the activation process did I knowingly agree to automated billing on the 25th of each month. At no point within the first 30 days of service was I informed that I had been enrolled in any type of automatic billing. My first billing cycle ended on 12/23/2013. I received an email at roughly 5 a.m. informing me that my bill had been generated and that I could view it online. I have NEVER received any kind of communication from this company informing me that they would be charging my card on the same day that the bill was generated. At 7:41 a.m. on 12/23/2013, this company withdrew $161.93 from my account without my permission. I realized this around noon that day when I checked my bank account online and [redacted]ed that my bank account was overdrawn. The company refused to speak with my bank, Capital One, so that we could cancel the payment. The company stated to me that it was a "valid charge". They charged me on the same day that the bill was GENERATED. They due date on the bill is 01/02/2014. I do not understand how this is a valid charge nor did I ever knowingly give consent for them to enroll me in automatic billing. I just don't understand how this is ethical.Desired Settlement: I honestly just don't think this is ethical and that it should be reported. If it is legal for this company to underhandedly enroll customers in automatic billing progra** and then to charge them before they've even had a chance to view their bill, then that needs to be changed. No company should operate this way. My biggest complaints are that they did do not make an effort to #1- inform me that I am enrolled in an automatic billing service, and #2- properly notify me that they were about to charge my account. I am enrolled in automatic billing with other companies. These companies always notify me before charging my account.

Business

Response:

January 02, 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 her HughesNet service.

Based on the terms and conditions below, **. [redacted] agreed to have her credit card charged unless she revoked the charges by personally switching her payment type to invoice billing. In addition, customers are charged a month in advance for services. Therefore they will be charged shortly after installation.

1.4 METHOD OF PAYMENT.

“Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., [redacted] or [redacted]) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees). Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscription. You hereby authorize automatic credit or charge card billing by Hughes for all such charges. You further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.”

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. In light of her difficulties, Hughes has applied $5.00 off for (6) months to her account.

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 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]

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:

Review: Hughesnet LLC is redirecting sales through multiple sales institutions. This has to do with [redacted]. [redacted] is instructing sales reps to sell "only the base level plan for 5gigs". They are also being instructed to sell this plan despite the fact it will only allow 2-3 [redacted] shows. This information was provided by a reliable source and the sale representative. The sales presentations are failing to disclose factual information to customers and thus aiding a fraudulent process of selling contracts to rural customers that are locked into two year agreements. The company in essence sells more contracts. The company also does not let customers know there is a 30 day cancellation as it promotes cancellations within 30 days. Customer service and technical support are impossible to get a hold of with sometimes well over an hour wait. They are all outsourced and read from scripts and very difficult to understand. Apparently, when a customer complains the company adds more time for the first month to get them past the 30 days and thus locking them into $400+ cancellation fees plus the costs of removing the equipment they install which is not disclosed. The simply fact that [redacted] is instructing to sell a package that does not benefit the customers needs for the purposes of gaining sales for [redacted] is costing rural America $60+ dollars a month to download a couple [redacted] shows and locking them into contracts they otherwise would not have purchased had sales given them the truthful information.Desired Settlement: You may call

Business

Response:

March 14, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to his account. If **. [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 complaint. If **. [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,

Executive Customer Support

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

[email protected]

Review: I've been a Hughes Internet customer for a good while waiting patiently for better service with them.. There service is too slow and I made complaints several times about there service.. They made attempts to correct their service but I was still getting slow internet and I felt I had to cancel because $60.58 is too much to pay for bad internet..So, when I tried canceling I was put on hold while an automatic voice kept repeating that they'er taking too many calls, stay on hold or call back.. I waited twice for an hour. A week later and called today (03/11/13) and finally spoke w/ someone in management called [redacted], after I made a complaint about the service and I wanted to cancel she informed me that I would have to pay $300 to get out of the contract.. I told her I'm not paying anymore fee for bad service and that she has permission to get equipmentDesired Settlement: I don't want their service or pay their fee.. They placed a satellite dish on top of my garage, I'll send them back their equipment but I'm not paying anymore trick fees for a company that service poor quality internet.. I can't download or steam movies, it's just basic webpage browsing

Business

Response:

April 1, 2013

Review: My review of Hughesnet Satellite Internet

I moved out of the city to find that not many internet service providers were available. I ordered Hughesnet in hopes of being able to have fast enough download speeds, despite their low data limits. I chose hughesnet over other service providers because the sales rep that I spoke to told me that if I ran out of data, I could renew my full month of data for a purchase of a $5 token, and could buy as many $5 tokens as I needed. I questioned this with the rep because it seemed like a good deal. It was confirmed that it was in fact an option.

I also purchased the equipment only because the sales rep told me that if the equipment was good condition and still a current system used by hughesnet, they would buy back the equipment. I was even provided the address to send equipment back. I also closely verified this with the sales rep.

Upon starting to receive service, it was noted that the internet connection was poor, and despite the download speed, the satellite lag was too poor for much of my intended internet use.

I cancelled my service within the 30 day time frame in an attempt to find another internet service.

After searching and not finding any other possible service, I was compelled to go back to hughesnet and I restarted my service, having settled with a poor connection.

I managed with the internet for a while until I ran out of data and tried to order a token. The software that they use to order tokens is exploitative at best.

The software is HughesNet Status Meter version 3.035 and is what hughesnet suggested I download for managing my data.

This software is what increased my bill from $60 to $135 dollars is one period.

When the manager tells you that you are out of data, it gives you the option of restoring your data with a previously purchased token. Keep in mind it does not state that it only restores a certain amount of data.

I clicked on this to see if I could purchase a token. I was not worried of incurring a charge, as

-it never asked me to confirm a charge

-I assumed it wouldn’t possible charge me for a single click without confirming with a password or some sort of security for child protection.

-It stated I would only use previously purchased tokens which I had not purchased.

-It never renewed my data.

I received a $5 charge for every time I clicked on the status meter software, trying to figure out how to order tokens to use. Never did I see data added to my plan.

I did not know of these charges until approximately 3 weeks later when I noticed it on my bank statement. I was very unhappy to know that they didn’t even have a process for informing the customer of the extra charges, but just automatically withdrew the funds from your bank account.

Between the time of finding the charge and calling customer service, I re-downloaded the hughesnet status meter from their website, only to find that they had a new status meter available now. I still have both status meter programs working separately on my computer, the worst glitch with hughesnet.

The new software is HughesNet Status Meter version 6.0.0

I was ok with the fact that they had a poor version available with glitches and then brought out a new version. I was confident that they would have already realized their software issue and refund the charge the moment I called. I was sure many others have had the same issue and that they had a process for this.

The part that was really irritating to me was that with the new Status Meter, it stated different prices for data restoration. It was no longer $5 for full restoration, but something like $6 for 500mb, $9 for a 1 Gb, and so on.

I was never informed of this change, and the original download manager was never set up to appropriately charge for this new price plan.

At this time I had had enough and decided to call and cancel my plan if HughesNet could not provide me with the original agreed upon service of $5 for fully restored data.

Before calling, my expectations of hughesnet were as follows:

-Hughesnet would happily refund me for the charge from the 1st download manager, as the program altogether was inadequate at best and I never received the intended product.

-Hughesnet would give me the rate I had agreed to of $5 for full data restoration

Or

-Hughesnet would cancel my service without charging me early termination as they broke the agreement.

-Hughesnet would buy back the equipment as stated upon purchasing as it was still new.

Upon speaking to customer service, they stated that they could not refund me the $5 charges, as they were legitimate charges for small amounts of data. They stated that I had received something like 250mb increments, though I never received it.

They also stated that as long as I have had my plan, they did not offer full data restoration with a token, though I don’t believe this because of the download manager software change within the duration of my plan and the fact that I was told it was available.

After hearing this I tried to cancel my plan. I was told that I would be liable to the $5 charges, and the early termination charge. Later I was also told that they do not have a buy back policy for equipment! I feel like they said anything they could to get me in a contract!

During the long conversations of trying to cancel the plan without them taking advantage of me, it felt like I was being treated like the bad person. They even used the fact that I cancelled previously and restarted my service, making it sounds like they have already gone far out of their way to assist me.

They tried to coerce me into a larger plan for a cheaper price stating it would be just the same as ordering the tokens (which it would not have been)

In the end, I cancelled my plan, and informed them that I would not be paying the early termination charge and not to charge my account. Again the rep stated that I would be liable for the charge. Later I found that they still auto-deducted the money from my account for the early termination charge. I feel that that was illegal.Desired Settlement: As of right now, I am out $75 for the charges that hughesnet’s download manager caused, $387.67 for the early termination charge, and around $300 for the hughesnet equipment that they promised they would buy back but did not.

I am very unhappy with hughesnet and would like full restitution for the above amounts.

Business

Response:

August 21, 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 April 30, 2014. On July 26, 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 $385.00. 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. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $385.00 to his account representing the early termination fee. [redacted]’s equipment is not eligible for return credit because it must be returned within the first 30 days of installation to receive a credit/refund. Typically the early termination fee wouldn’t be waived in its entirety because customers must agree to the terms and conditions of the subscriber agreement. We have waived it in [redacted]’s case to help out in the best way we can considering his circumstances. I credit of $385.00 has been applied to the account and that amount has been refunded to the card on file. [redacted] can expect to see that refund within 24-72 hours. 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:

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,

I accept the resolution but want Hughesnet to know that I was not the first party to break contract, as was explained in my complaint. Also I am disappointed that they would not recognize the flaw in their sales department, stating that the equipment could be purchased back, and the different data costs. They are over selling the service and not being fully truthful. Also the overage cost billed to me was not even discussed.I accept the resolution because I am willing to give a little, but I feel taken advantage of by hughesnet, and I am upset about that.

Thank you for the resolution, [redacted]

Review: I am having to though out the day repower the modem. I did not have this problem at the beginning but have been having it the last 6 months or so. When I call in they do a test and have me repower the modem to get it to work properly. Today I notice that I went though 20 GB of data in roughly 9 days when I had not been home for 4 of those days, yet according to thier side they could not see where the data had been used at.Desired Settlement: To be left out of my contact without having to pay the termination fee, and any other fee

Business

Response:

June 26, 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 March 29, 2013. 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. If **. [redacted] wishes to cancel his service the early termination fee is a valid charge, however we are willing to apply a credit to the account to help offset the fee but we can’t waive the fee in its entirety. 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: Paying for inferior service

I have called and have documen[redacted] all calls & rep names & dates. Will try to attach list later. I cannot watch [redacted] movies that I have downloaded to my blu-ray without rebuffering throughout movie. It's annoying. I am constantly rebooting my Hughe's net modem as I can't get through to some websites. I can get just so far, then I get an error message. After rebooting I can access them. I shouldn't have to do that. They had just upgraded my service so I could watch my movies without rebuffering. They gave me a discount for 6 months which is costing me $10.00 more a month and I still rebufffer during movies & have had to reboot my modem. Not as much as before but shouldn't have to at all. Twice now a rep from Hugh's net was suppose to return my calls and didn't. Now I'm super PO'd & want out of this contract without paying the cancellation fees. I have not received the service I entered in contract with. The service sucks. I am calling repea[redacted]ly, I even have them on speed dial that's how bad it is. Here is a list of my calls. Each time was because of poor service.

New exchanged Hugh's net modem 4/14/14

Hughsnet Acct [redacted]

[redacted]-3/19/14 no internet service ref # [redacted] rebooted power strip.

[redacted] 4/7/14 hughs'net ref # [redacted] case number told to call back in �½ hour 8:45 now.

[redacted] 4/7/14 9:25 ref # [redacted]

[redacted] 4/8/14 ref # [redacted]

[redacted] 4/8/14 sending a tech ref # [redacted]

[redacted] 4/8/14 ref#[redacted]

[redacted] 4/9/14 internet up & running! ref#[redacted]

[redacted] 4/12/14 lost internet service again setting up a tech visit ref#[redacted]

[redacted] 4/14/14 tech came fixed internet, sold me a new router for $20. Paid cash he said he's not suppose to do that. Internet now works rutted driveway

[redacted] 4/14/14 rutted driveway ref#[redacted] someone calling 3-4 days about driveway

[redacted] 4-15-14 called about ruts going to send someone out to assess the damage

[redacted] 4-21-14 called to find out when someone is coming ###-###-#### service order number [redacted] &[redacted] 4/22/14 called to let them know I called diggers hotline, diggers coming 4/25 ref# [redacted] call back 2moro to set up appt to put pole in

[redacted] rs&I said 2 call week net ###-###-#### a&I [redacted] 4/23/14 sent 2 clai** dept left message for [redacted] 4/29/14 diggers hotline ok'd to put pole in ref#[redacted] will call 3-5 business days

[redacted] 4/29/14 tech coming out Friday am to put pole in NO CHARGE [redacted] 5/5/14 filled in ruts and seeded

[redacted] 5/9/14 keep losing internet have to keep rebooting modem ref#41756685

Ivan 5/27/14 cant watch [redacted] without rebuffering every 3-5 minutes ref#41997190 told me how to reset system during [redacted] rebuffering.

5/27/14 still having proble** watching [redacted] even after rebooting. After 2nd reboot worked good.

5/28/14 [redacted] checking 2 c what definition I'm using with internet. I said hd. He said I am powered as high as I can. Standard def for [redacted]. Transferred me so I can c if I can get out of contract. I waited 10 min an hung up when nobody answered.5/28/14 [redacted] called me back to check about cancellation, told him nobody answered he transferred me again and said it would be a couple of minutes. I told him I didn't care, this time it was their dime. Another [redacted] from cancellation told me it will cost over $300 to cancel contract. Upgrade $20. More a month. Did a system check. Suggested turning off computers when watching [redacted]. ref # [redacted]

[redacted] 5/29/14 ref#[redacted] suggestions from [redacted] didn't work, transferred to a tech support representative 5/29/14 Paula checking with her supervisor about closing the account. Nope. Giving me the upgrade for 6 months at the same price I'm paying now plus $10.00 a month for equipment rental . So, it's actually costing me $10.00 more a month,6/5/14 [redacted] still rebuffering & having to reboot modem after upgrade. [redacted] will call back within an hour, we verified phone number he never called back. 6/6/14 [redacted] she was no help. Ref#[redacted] outDesired Settlement: I want out of the contract without paying the cancellation fee. I am not receiving the service I signed up for. After 6 months of this service, I've had enough.

Business

Response:

July 1, 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. 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. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.” Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, there is currently a credit of $20.00 off for (6) months. Accordingly, our engineers are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. After review, if **. [redacted] is still experiencing issues with her service she will need to take adequate speed test in the morning, afternoon and evening as well as web responsiveness test to fully evaluate the parameters at which her service is operating. Our technical support can assist **. [redacted] on how to perform the test. At this point, we will be unable to waive the cancellation fee. **. [redacted] may contact me at the number below with any additional questions about her service. 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: This is one of the discussions I posted onto the support foru** for Hughesnet. It is apparent they are robbing a lot of people. The internet speeds are like the old dial ups. I currently have no home phone because the system will not allow me to talk on the phone with the computer running, the computer runs extremely slow, etc.....Wow I wish I had checked these out before I signed up, going to drop my contract for sure. I was recommended here form DTV, love their service but am defiantly going to put a complaint into them. This sucks, I am paying a lot of money and can't use the internet if I am on the phone, my son can't use his gaming system. I realize now I also need to report Hughes Net to the Revdex.com! I am currently being hit out of my account, 60 a month for no half a month service. When I call them they just keep telling me to upgrade. To what? All the complaints on that thread are saying the upgraded and still nothing. This company needs to be shut down! I am going to call DTV and make a complaint with them and inform them not to recommend this company. I have never received anything form this company, no contract, no invoices nothing!Desired Settlement: I would like out of my contract, so I can switch to a new provider. There are may services out here that I would be able to use the phone, internet and have my son on his xbox live all at the same time and have no proble**.

Business

Response:

March 14, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear [redacted]:

In response to your letter dated February 4, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has concerns regarding her service.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. We sincerely apologize for any inconveniences that have been caused to **. [redacted] during this time. As an executive courtesy, Hughes has run remote diagnostics on **. [redacted]’s system and created a technician to visit her site. **. [redacted] claimed she was working a lot and did not have good phone reception at her home, so Hughes gave **. [redacted] the contact information for the dealer. Upon completion of the site visit, the remote diagnostics came back favorable.

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

Sincerely,

Office of Executive Support

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

Review: I cancelled my service with hughesnet for sattelite interent coverage months ago. At the time of cancellation they advised I had to return my equipment. I advised that I had purchased the equipment and I am under no obligatiaon to return. Upon further checking Hughesnet confirmed that I had purchased the equipment and I was under no obligation to return it. After some weeks passed, I received a box in the mail with return labels to return my equipment. I called hughesnet to which they apologized for the oversight and I could destroy the boxes and they would correct their system. 2 months has passed and I find Hughesnet has debited my checking account for $328.50. I called hughesnet and they advised that was for the unreturned equipment from when I cancelled. I advised that this matter had been cleared up, upon checking the hughesnet rep stated I was correct and they should not have charged me adn they will refund me. To date I have not received a refund

Business

Response:

April 29, 2013

Review: Have internet for school and I pay over $100 a month for fast and reliable service. Worked great for months. Internet started having problems and I called. They stated they would send someone out. Someone came out and said a tree needed to be cut down (this same tree had been there for 6 months previously with no issues). However, we cut the tree down. Someone was supposed to come out on Friday to make sure it was working after tree was cut. On Wednesday someone called and asked if they could come on Thursday instead. I said yes. No one showed up that day. Thought it was odd but maybe they would just come on Friday- but that did not happen. I called back and someone was supposed to look into and call us back. Nothing. Another week went by due to the holiday weekend and just being busy. I called back on the 9th and still nothing although they can tests and see it is not working. Now it has been a month and still having nonstop problems and nothing is solved.Desired Settlement: I just want this issue finished and fixed immediately.

Business

Response:

July 29, 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 reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to her account. If [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve 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 faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron** W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

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

Regards,

Review: Was told on the phone I could cancel the service whenever I chose with no cancellation fees. I was led to believe I was under no contract.

I called the HughesNet to cancel my service and I have been informed I am under contract and that there would be a $203 charge to cancel. Apparently, the person who told me I could cancel lied to me. If I had known this in the beginning I would never had signed up. I feel I was wrongly misled. They couldn't even give me the name of the representative I talked to in March. I thought that was all recorded information. Why should I have to pay a fee for something I wasn't even aware of and wrongly misled about? What can I do? I don't want to pay them any more money. The service was dreadful.Desired Settlement: I just want them to cancel my service and be done with it. I do not want to pay any more money to them. I would also like an apology for them misleading me.

Business

Response:

November 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10289448 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 the service is registered to [redacted] and was activated on August 10, 2013. On October 28, 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 $205.00. 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 and there is a signature on file agreeing to the terms. 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 $102.50 to her account representing half of the early termination fee and that amount has been refunded to the card on file. 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: I closed my account with Hughesnet account [redacted] in April of 2012. In the days that followed my estranged husband called Hughesnet and opened an account and leased equipment. WITHOUT MY KNOWLEDGE OR CONSENT, hughesnet linked my canceled account to my ex's new account on the date it was opened. In July of 2013 my ex called Hughesnet and removed his credit card from the account and gave my name and address for billing. When I received the first bill is when I became aware of what Hughesnet and my ex had done without my knowledge.

I have e-mailed, faxed, written and phoned (phoned more then 5 times) hughesnet to resolve this issue. I have done everything Hughesnet has requested, even filing a fraud report that I provided them a copy of. They have continued to bill me and have ballooned the bill from approx. $200. to $872.75.

They have claimed to have fixed the problem on a number of phone calls only to send another bill the next month.

I should not be made responsible for an account I did not open and did not give permission to have my name linked to. I am very worried Hughesnet will hurt my credit rating for a bill I had nothing to do with. I have no way of accessing the property where Hughesnet's leased equipment is being kept and would be in fear for my safety if I was to try and return to that house!Desired Settlement: Remove my name from this account and NEVER allow my ex to use my name again on an account.

Business

Response:

March 5, 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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding an account opened up in her name.

After further review, the account has been cancelled. There is a current balance on the account in the amount of $872.75. We have spoken to **. [redacted] on 3/06/2014 and requested that she fax over a copy of the police report. Once we receive the report; Hughes will review the billing account for possible waiver of the balance.

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

Very truly yours,

Executive Customer Support

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

[email protected]