Hughes Network Systems

Review: We hired Hughesnet in the 9/2013 with the not understanding that it would support gaming for our teenage sons. what we were promised was not delivered

we had nothing but problems with our internet. worse than the internet was the customer service we were mislead,and out and out lied to. upon cancelling our service we were told all we had to do was to ship back the modem. several months later they tried to withdrawal $214 from my account. when we contacted the company they now said we failed to send the receiver from the dish on our roof, information we were not told initially.this proved an impossible task as I am disabled.we have been in contact with numerous representatives from hugesnet and even supposed supervisors to correct this since last year each passing the buck and changing the terms of termination . They have made it impossible. The company as well as the employees conduct themselves dishonestly. if there is a list of worst companies to do business with hughesnet should top that list.Desired Settlement: a total refund of $54.98

We ordered this service specifically for gaming and was sold something that they knew would not support the claims they made in an attempt to extort money. as they have done successfully.

Business

Response:

April 21, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington 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 gaming with our service and is seeking a refund of $54.98 after cancellation. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact. After further review, **. [redacted]’s account was issued a refund of $27.49 on 03/16/2014 to the credit card on file. The remaining amount of $27.49 is for services rendered, unfortunately will be unable to issue any further refunds. **. [redacted] may contact me with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I tried to cancel my internet service after almost three years because it wasn't meeting my needs.The company said that I wasn't in a area that could get an equipment upgrade but that they could give me a better plan that was faster and cheaper. I tried it and it was horrible. I called back the next morning to cancel. Customer service said that they would discount me another 20 dollars a month and that I had until Aug. 19th. to cancel (30 day trial) The service was still horrible. I called on Aug. 8th. to cancel and they informed me they had no trial period and there was a 400 hundred dollar cancelation fee, but they could lower it to 190 dollars. The person I talked to ( [redacted] was the only name given) said all managers were in a meeting and would not talk to me. I looked a the consumer affairs report and found 690 complaints similar to mine. I feel lied to and cheated I hope you can help me.Desired Settlement: I would like to be refunded my 190 dollars thank you for your help.

Business

Response:

August 14, 2013

I moved to a different state and established internet service with this company 6 weeks ago. I experienced extremely slow internet service, called the company and was sold an upgrade. The upgrade did not improve the service and I have had nothing but problems. My wife called to cancel the service today and was told there would be a $400 cancellation fee. She told the representative that we would refuse to pay this fee if it appears on our credit card. Unfortunately I have since read many similar reviews from other customers. This company is HORRIBLE a and should not be allowed to do business.

Review: Representative with [redacted] misrepresented service in sales call, describing data cap limits but not advising of 50% being between 2am - 8am. I had advised this represenative of my service needs (ability to stream video, play games), and service was advised to be adequate for needs. Also, no mention by this representative of a contractual obligation. Technician who installed device asked me to sign 'installation agreement' using his touch phone/PDA device, and did not advise of contract either.

I am attempting to cancel service for change in household income and misrepresentation of service--I am advised that I will be charged $280.00 for an early termination fee. I have requested a waiving of all or part of the termination fee, but the request had been declined.

Additionally, Hughesnet had declined to provide me a copy of the 'installation agreement' I had signed despite their representatives having access to it.Desired Settlement: If possible, I would like to see a cancellation of the contract and a waiving of all or part of the early termination fees. The leased product I have of theirs is in good condition, and I am happy to return it to them.

Business

Response:

December 23, 2014Dear [redacted]:In

response to your letter to the Executive Customer Support division of Hughes, our Executive Customer Support

representative reviewed all pertinent database records. Our records indicate that [redacted]’s

service was activated on March 12, 2014. On December 16, 2014, [redacted] called to inquire

about cancelling his service but stated that he was only thinking about

cancelling his service at this time. As

a result of cancellation within his contractual agreement, [redacted]’s account

has an early termination fee in the amount of $280.00. Regarding

[redacted]’s request to now 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 is contractual agreement. On March 28, 2014 [redacted] upgraded

his service plan, at which time the agent would have gone over the terms and

conditions of his service. On October

12, 2014, [redacted] downgraded his service plan, at which time the conditions

would have been reviewed again. We have referred

[redacted] on December 9, 2014 and December 16, 2014 to the Hughes legal

website to print off his contract as well as providing him on December 16, 2014

with the name and telephone number of the installer that set his service

up. Consequently, we believe that we

have a contractual right to assess these fees. However, in recognition of [redacted]’s

financial circumstances, Hughes agrees to make an exception regarding our

cancelation policy. In

light of [redacted]’s difficulties, we have issued a refund on 12/23/2014 in

the amount of $ 140.00 to the credit card account on file representing half of

the early termination fee. If

[redacted] has any questions, he can contact me at the telephone number listed 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. 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,Nancy MExecutive

Customer Support

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.

Thank you again for your assistance in this matter--it is greatly appreciated,

Review: We tryed Hughes Net out for an introductory offer. It was suppose to be $39.00 for three months, they charged us 59.99 and then jump to 97.00. We told them we did not want the service after trying out the internet service it still ran slow. They ask to try it again for 30 days free, after the time, we could not get in touch with them, next thing we know they are telling me I am locked into a 2 year contract. They would not allow us to cancel. II would like to discontinue my service with Hughes Net. We explain to them when we got the service what we could afford. Please assist.

Product_Or_Service: June 3, 2013

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

I would like my services discontinued with no contract, and no penalty. It is unfair to us to keep the service and we are not pleased with the operating of it.

Business

Response:

November 18, 2013

Review: This is 3rd complaint about Hughesnet product and serviceMy last complaint was 12/After contacting Revdex.com the issues continue with its poor internet service and customer support resulting in terminating service with HughesnetBefore I terminated service with Hughesnet on 1/18/14, I was assured that there would be no early termination feeI have been a disgruntled customer since 3/and not had one full month without having issue with internet service and have reference numbers from till to proveI told customer service I wanted to end service on 1/18/and they argued with me it would continue to 2/13/I told them I would contact [redacted], executive customer support, ###-###-#### at hughesnet and Revdex.com about thisThe results of me telling I would contact Revdex.com, I received calls on 1/29/at 12:34p.mand 2/4/at 3:p.mby hughesnet respose line, ###-###-####, telling me I would not be charged for terminating serviceI later received letter from Hughesnet on 2/trying to collect $for terminating service, I will attach letterI called [redacted], executive customer support, ###-###-#### at hughesnet about this matter several times and left messages but did not receive call backI have called customer service about this, with typical long wait time and not being abled to be transferred to right departmentThis has caused me to issued a complaint again to Revdex.comAs of 1/18/14, I have service with Exede "HIGH SPEED" internet service and it is night and day from HughesnetNo problems with customer service and we have had bad weather in my area in last few weeks without any outage from Exede, this would have never happened with hughesnetThank god for Exede !!!!!! I forgot to mention that I have been receiving several calls from Hughesnet to call them about account that needs attentionIt would have been nice over the years I was with Hughesnet if they called that many times to tell customers they are frauds and mislead people in their advertising of "HIGH SPEED SATELITE CONNECTION".Desired Settlement: A letter in it including the number of complaints I have made to Revdex.com against Hughesnet, apology from [redacted], executive customer support for not calling back to resolve matter before resulting in another complaint to Revdex.com and the matter of trying to collect $resolved
Business
Response:
April 2, [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 his HughesNet serviceRegarding **[redacted]' 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of **[redacted] circumstances, Hughes agrees to make an exception regarding our cancelation policyAfter further review, Hughes has waived half of the early termination fee of $87.50,bringing the amount due to $While **[redacted]' 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 at the number belowWe sincerely regret and apologize for 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, [redacted] Executive Customer Support ###-###-####
Consumer
Response:
[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] Review: [redacted]I am rejecting this response because: I sent in this 3rd complaint against Hughesnet on 3-14-14, it was not responded to until 4-02-[redacted] was well aware of situation I was having with the poor service and the number of times the service that hughesnet provided had failedThis again is an example of the arrogance of hughesnet to ignore customers problemsIn the complaint I initiated on 3-14-it was clear in my statement that I had been contacted twice by advanced technical support from hughesnet, which I was assured there would be no fee for terminating serviceI gave dates and times I was contactedI left several messages with [redacted] which she did not respond too resulting in this 3rd complaintThe audacity of her responding saying I am still responsible for payment shows Hughesnet arroganceWith the number of lawsuits they have against them and customer complaints it would seem a change would be priority! I still want apology and the fee removed as stated in complaint, nothing has changed other than I have intiated customer complaint with my local tv station and after that will take to major news outletsI am tired of Hughesnet abuse and it needs to be brought to public attention along with their advertisingThank god for my new satellite service with exede.net.Regards,[redacted]
Business
Response:
April 12, **[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 additional concerns regarding his HughesNet serviceRegarding **[redacted]' 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of **[redacted]' circumstances, Hughes agrees to make an exception regarding our cancelation policyWe again reviewed the case notes of the cancellation request in 01/and **[redacted] did speak with our billing departmentHowever, the case notes indicate that the early termination fee could not be waived and **[redacted] needed to speak with our executive supportIf **[redacted] has a case number in his records that he would like for me to review regarding the waiver of the early termination fee he may contact me at the number belowAs previously stated, Hughes has waived half of the early termination fee of $87.50, bringing the amount due to $While **[redacted]' 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 at the number belowWe sincerely regret and apologize for 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, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: I signed up with Hughesnet Gen 4 satellite internet service in February of 2013. The account is under the name of [redacted] (my stepmother) however I am the actual user of there service. The phone ####-###-#### and that is also how they pull up my account. The problem is when I signed up I was told very specific information and they have not honored what I was promised. I was told that there was 10GB of anytime data. Then there was an additional 10GB of bonus data to use between 2am and 8am pst. Then between the hours of 11pm pst and 5am pst there was an unlimited of amount of data. That is what I signed up for was the unlimited data. I said fine I would schedule my downloads during that period of time. All was ok until June 2013 when they changed their policy and I was not notified of any change. They did away with the unlimited amount of data between 11pm and 5am. I was unaware of any change until my internet speed was significantly reduced due to monthly overage amount in early July 2013. I called them about this matter and they explained that their policy had changed in June and that they sent out an email notifying customers of this change. I received no email or hard copy information from them in regards to this policy change. I said that is not what I signed up for and should I choose to leave hughesnet I want my early termination penalty waived. They said they would not. They did say that they will reduce my bill by $10 per month and move me up to the next package of allowable data. I said do that however I am still exploring my options. If they would have said back in February when I signed up that there will be no unlimited internet usage in my plan I would never have signed up with them.Desired Settlement: I have not switched providers as of yet but I will as soon as they waive the early termination fees. They lied about their plan details in the sales presentation causing me to sign up with them for an extended period of time that I would never have agreed to if they told me the truth. I want to leave hughesnet without incurring any early termination fees and charges.

Business

Response:

August 14, 2013

Review: I received internet through Hughes Net LLC. I was got a deal of 39.95 a month for five years under the recovery act. In June, I moved five houses down the road. I called Hughes Net and told them I was moving. They said they had a moving program to where they would install the new equipment at the new house free of charge. They also said they were going to upgrade to the Gen4 at no additional charge. In the end of July, I looked at my credit card statement and saw that I was charged 71.84. I called Hughes Net on July 29th and he said that with the Gen4 that was the pricing. I then proceeded to tell him that I was told it would no additional charge a month according to the sales rep when I called to move. He said he couldn't do anything about itDesired Settlement: I want my bill credited the difference of 31.89 and my typical bill of 39.95. If they will not comply, I want a chance to opt out of my current contract, whatever that may be, with no early termination charges, if it applies.

Business

Response:

July 31, 2013

Review: Was told by sales agent I have one month to try their fast internet service, if not happy, I can discontinue. The service was never "fast",we could not play you-tube videos (too slow) I call to complain I am transferred to a recording that repeats "please wait" every 10 seconds. I call 3 more times and a girl tells me there is a $400 early termination/disconnection fee because I'm one day over. Because Sunday was my 30th day of service, and no one to call on Sunday. She couldn't connect me to a supervisor, then said "we are waiving your termination fee, but we must charge you for this next month because it is already past the date; we are also mailing you a 'return kit' for you to disconnect the equipment from your roof and it must be mailed back to us within 45 days or there is another $300 charge. Here is your case number..." - All of this is not disclosed when you order their internet service.Desired Settlement: To try to get the next month's charge removed, would be impossible; "it has already transpired" Very bad customer service, then told "have a nice day".

Business

Response:

April 29, 2013

Review: Price and service is not the same as I was told before I signed a 2 year contract.

I was to I would have high speed internet. Now I'm told I only have 2 gig per month and then charged if I go over. I was told I was locked into a price for the term of 2 years and I found out it is going up because I have a promo price.I have a hard time downloading anything and as the month goes on it's even harder to download. I told the company how many computers I had before I signed up and he said it will run them all at high speed. I have never had this slow of service since dial up. Priced was changed on me and no one there will do anything to help, I have called many times and they just want to sell me more time (gigs)and pay more money for the service I was suppose to be getting already!Desired Settlement: I want my internet to work at high speed at the price I was told. Or let me out of my contract! You shouldn't have to trick people into getting your service and then do nothing about it.

Business

Response:

October 11,

2013

$400 cancellation fee ... which was NEVER mentioned when I signed up via telephone. However, they did send me a confirmation email that only states there will be a cancellation fee [omitting the price] ... they offered a link which I never clicked on. I want to thank them for making me more cautious for ever signing up for anything else. Slow, Slow internet ... what a joke. AND they charge by gigs ... so many gigs = $$ ... so not unlimited - WHAT??? Kiss my b[redacted] ... I am still going to cancel to get away from them and all of their extra charges.

Review: New pre-paid phone was purchased for my daughter. This company began calling the phone daily 2 months after we purchased the phone. A voicemail was left each time, using up my daughter's phone minutes. I called the number on multiple occasions requesting for the number to be removed. The number was linked to a name of no one I knew. I was reassured each time that the number would be removed, and I would receive no further calls. I continued to get calls. Today I am told that they cannot remove my number from the list, that they will keep calling until I register with the national do no call registry.

Business

Response:

April 26, 2013

Review: Hughes Net has now increased my charges from $107 to $307 for charges that should never have been charged. The company did not install my services. They could not get them up and running without damages to my house. I want this dealt with. This company has tried to charge my credit card and turned this over to my husband's credit.Desired Settlement: I DO NOT OWE THESE JERKS ANY MONEY!!!!

Business

Response:

December 18, 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 Support division of Hughes, it is our understanding that **. [redacted] has some additional concerns about her account and is seeking a refund.

While the account went to our collections department; we don’t report to any credit bureaus and the [redacted]’s credit will not be tarnished.

We have confirmation pictures that the equipment was install at the [redacted]’s site and the installation sheet was signed agreeing that the install was performed successfully.

If **. [redacted] would like to send us pictures of her reported damages; she may email them to the email address below putting my name in the subject field.

A box was shipped to the [redacted]’s on 3/25/2013. If the [redacted]s need additional shipping material they may contact me at the number below for any additional questions.

We have issued a refund to the account in the amount of $100.48 on 4/26/2013 representing the service fee.

The remaining balance is for the unreturned equipment fee of $321.00. There was a disputed amount of $107.00. It appears the disputed amount of $107.00 was awarded as a refund to the [redacted]’s. The remaining amount of $314.00 will be issued as a credit once we receive the equipment;bringing the amount due to $0.00.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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 called into the office on July 1st and made a payment of 53.70..because at that point I was told that is all I owed, that was the total of my bill...on July 4th, the company deducted another 53.70 from my debit card, checking account that they had on file, did not find this out until July 7th...when they caused an item to bounce and be returned unpaid by my bank..I called Hughes Net immediately upon finding this out to get the issue resolved..was unsuccessfull in getting a refund of the extra 53.70 that was taken out nor would they do anything about the NSF fee of 30.00 that was assessed me by my bank..I was told by Hughes Net the only thing they could do was credit my account and that I wouldn't have a bill in August...well today July 26, 2014..I try to get on my internet and find that I am suspended for non payment...called the Hughes Net office and was told I could only get reinstated if I paid another 53.70...Did not get anywhere in trying to explain to them that I wasn't supposed to have a bill in August..I mean as it was I am basically eating the 30.00 NSF fee because Hughes Net refuses to do anything about it..I am just really tired of going around and around with Hughes to try to just get done what they say they are going to do in the first place...if I don't follow up nothing is ever noted to the account and nothing gets done.

Product_Or_Service: Internet Service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

This is what I feel needs to happen. I would like1. a refund of the extra 53.70 that was taken out of my acct in July since obviously wasn't applied like they said2. a refund of the 30.00 NSF fee that they are trying to make me eat3. credit for the rest of my contract or they can cancel the contract/service all togetherI am just really disappointed in the way the matter was handled and hope they don't treat other customers this way to.

Business

Response:

September 16, 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 contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on April 26, 2011. While reviewing [redacted]’s account, our records show that [redacted] called and had concerns about why she was charged twice in the amount of $53.70 on August 1, 2014. At the time [redacted] made that initial payment her balance due was $107.40 and the system is designed to use the credit card information to charge the current amount due. We have explained to [redacted] that dating back to September of 2013, her account has been one month past due and each time she makes a payment it leaves a balance from the prior month. As a courtesy we have credited the last balance of $48.70 leaving her with a $0.00 current balance. We have explained to [redacted] that she can expect to be billed for her September thru October invoice around the 26th of September and that going forward any amount on the current invoice not paid will create this confusion with the bill again. It was also explained to [redacted] that per Hughes’ terms and conditions of the subscriber agreement, Hughes isn’t responsible for overdraft fees from her financial institution. We informed [redacted] of our decision on September 16, 2014. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Horrible customer service!!!!!!!!!!!!!!!!!!!!!!!!!! Outrageous termination fees. C[redacted] service. Worst company I have EVER dealt with.

Review: Representative misrepresented the need to send a technician to my home, causing me to delay cancellation and costing me several months' payments

In October of 2012, I called HughesNet to cancel my service because 1) the satellite dish was not working and 2) I was using another provider for my internet. The representative indicated that before I could cancel, I would need to have a technician come to my home to get the equipment. That month I was traveling for my work and was unable to schedule a time to be home for the technician. I asked her to cancel the service and if I could call to schedule a technician at another time. She said that was not an option so I said I would call back to schedule another time to have someone come out. I realized it was my own fault that I did not call back the next month, but I got busy and did not call until now to cancel. When I did the representative said that there would be no need to send a technician out to pick up the equipment, that the equipment was owned by me. I think the first representative misrepresented the situation in order to keep me from canceling the service I feel like they at least should reimburse me for a few months of service cost.Desired Settlement: Two months of service cost would be reasonable at $120.

Business

Response:

September 26, 2013

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]'s account was activated on October 9, 2007 and requested to cancel her service on July 22, 2013.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. There were no calls made to Hughes between October 12, 2012 and July 22, 2013. When **. [redacted] called on October 12, 2012, as a courtesy a one month service credit in the amount of $59.99 was placed on her account and she indicated that she would call back when she was ready to proceed. According to the notes on the account the agent was attempting to send a tech out to check her site for problems and not to collect the equipment. Additionally as a courtesy a credit of $59.99 has been placed on **. [redacted]'s account for her last month of service and that amount has been refunded to the card on file. **. [redacted] was informed of our decision on September 26, 2013.

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,

Review: Hughesnet is trying to charge me for canceling service even though I do not have a contract.

I called to cancel service.They said I have a existing contract.I have used this service for many years,when I complained about the quality they upgraded my equipment.I did not sign or verbally agree to any contract.This was discussed and was agreed upon before they upgraded me.Because the service was still poor I canceled the service when I was able to find a better provider.Hughesnet is trying to collect $235 from me for canceling a contract,one I do not have.Desired Settlement: For them to stop harassing me to pay a bill I do not owe.

Business

Response:

September 2, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted] In response to your letter to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. Please be advised when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. After further review, Hughes has issued a credit to the account for the early termination fee; bringing the amount due to $0.00 [redacted] would need to contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Sr. Executive Customer Support ###-###-#### [email protected]

Review: signed up for Hughes net with the promise of increased speed, needless to say that didn't happen even after an additional "upgrade". Called to cancel and nothing was discussed about a cancellation fee, the phone call was cut off (conventlently by hughes net???) and the hughes net rep NEVER called back to inform me of a "cancellation fee" My bank account was charged $385.00 WITHOUT my knowledge, tried to call them and get my money returned and they refused to refund $385.00, Call was made on 2-2-14 with reference #[redacted]

Numerous calls made to complain about the lack of speed of internetDesired Settlement: I would like to be refunded $385.00

Business

Response:

February 27, 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 his HughesNet service.

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 issues **. [redacted] encountered with our service; Hughes has issued a refund of half of the early termination fee to the credit card on file in the amount of $192.50.

If **. [redacted] has any additional question he 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]

Review: I"m amazed that I was charged $141 on April 8th 2014, when I had asked to have my service suspended back on April 28th. Sadly I recall when I had asked to have the my internet service suspended the young girl whom I was speaking with had immediately suspended my service before I could tell her WHEN I wanted to have it switched to being suspended. I had asked if they could switch it back on, I was told it would take 24hrs, I spent another hour on the phone with Hughesnet, I had a period of about 2hrs where I had an internet connection and then it was gone before the day was over

My service was to be suspended from April 2nd tip September 28th and I was supposed to be charged $9.99 a month, not $141.Desired Settlement: To end my contract.

Business

Response:

June 5, 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 October 2, 2013. Regarding **. [redacted]’s concern about being billed for service he wanted suspended, it was suspended on April 30, 2014 and there is currently a credit balance of $85.78 on the account. The reason for the charge of $141.62 is because there is usage on the account for the full month of April up until it was suspended at the end of the month. We do understand that there may have been some misunderstanding initially when **. [redacted] called to request the suspension; however the service was used from April 2nd thru April 30th. 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: A sales person called to try to get me to switch to HughesNet for my internet service. I was apprehensive because have had issues with satellite service previously. They said that the first 3 months of service would be free. I have been charged twice on my credit card, and have only had the service for 2 months. I have contacted the company twice regarding this, and the situation has not been resolved.Desired Settlement: I would like to be credited the $50.60 they have charged me twice which would be a total of $101.20. I just want them to stand by what they originally told me when they called me.

Business

Response:

August 19, 2013