Hughes Network Systems

Review: Hugesnet Installer came to our house after we discontinued our service with them. He took down the radio transmitter and took it and the modem and said he would return them. Ten weeks later I find that Hughesnet has taken with no permission or notification $320.22 from my checking account. I called them and they claim to have not received the equipment. This taking an unauthorized ACH debit could have caused me to become overdrawn and cost me hundreds of $ in fees! In my case it did not, lucky for me, the next person may not be able to cover that. When I explained to the company the situation 2x they finally said "OH we do have the modem and had it all along" They refunded $109.75 of the money, still owing me 219.47. They then made it my job to contact Their sub-contractor to find out about the radio transmitter, which should be their job as it is their employee. We did however call them and they sent it right out. I just got off the phone with HughesNet and they said they did receive it but would not refund all the remaining money, keeping some for taxes. I was incredulous!! Taxes on what??? They had no answer. Finally after an hour of trying to resolve this they said they would refund the full amount. This remain to be seen. They have seven days to do such. This is the poorest company to do business with I have ever been involved with. They have foreign call centers, you cannot understand them, their customer service is the worst I have ever encountered! A horrible company I would not recommend to anyone!!Desired Settlement: I want every penny of my money back and I would like them to discontinue this policy of stealing from a person's account with no notification or permission. This could really hurt someone! I would also love to see english speaking people on their phones!

Business

Response:

June 20, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns about her account. **. [redacted] is seeking a refund for the unreturned equipment fee of $219.50. After further review, we have issued a refund for the unreturned equipment fee. The refund was issued on 05/30/2014 to the debit card on file. The system automatically generates a charge if the equipment is not returned within 45 days of the cancellation date. We are regretful that the technician took the equipment. **. [redacted] should have been advised to ship back the equipment with the required return information. **. [redacted] may contact me with any additional questions 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, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: They continue to take money via debt transaction from my account even after service was canceled in Oct. 2013.

I called and canceled the internet service with Hughesnet in October 2013 and returned all equipment in good working order via there request. However there is still a re-occurring charge of $85.00 per month taken from my bank account. I have made numerous attempts to contact them, I sent them proof via fax on 6 separate occasions just as they requested. Each time I call back to see if the matter has been resolved I get the same thing, we are sorry we haven't received the information we requested even though on each fax I received confirmation that it went through. I had to cancel my debt card in order to stop them from charging me this month. I only wish to receive a refund for the money taken from my account in which I have proof of the charges on my bank statements.Desired Settlement: They have taken $85.00 out of my account on three separate occasions, even after account was closed in October 2013. I am requesting this money be returned into my account they have on file.

Business

Response:

May 17, 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 the cancellation of his service. **. [redacted] states his account should have cancelled effectively 10/13/2013. After further review of our records, Hughes has honored his request and issued a refund of $71.33 to the credit card on file which represents the November 2013 payment to the account. **. [redacted] may contact me directly 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]

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: Hughes Net owes me $85.00 for the Months of Jan. Feb. and March 2014 that was taken from my account after is was closed in October of 2013. I have attached copies of my bank statement to prove that the money was taken from my account on these three occasions, I had to cancel my account to get it stopped. I only want what is owed to me and this matter can and will be resolved.

Regards,

Business

Response:

June 04, 2014 **. David DennisTrade 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 Support division of Hughes, it is our understanding that **. [redacted] has some additional concerns regarding the cancellation of his service. We received the credit card number however the credit card is not associated with **. [redacted]’s account. The account that it is associated with has none of **. [redacted]’s information. At this point, we will be unable to refund any additional fees. We left **. [redacted] a message on 06/02/2014 and 06/04/2014 advising him that we would need to hear directly from him to provide closure to his 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. 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: This is not a valid response, I have given you the card number that the money has been taken from, with proof to back it up from my bank. I do not know what account or who has made the mistake and linked my card to another account. You have called me at work, disrupting my day. If you need to talk with me you need to call after 5pm. Monday-Friday. I am only requesting the money that has been stolen from my account without my authorization to do so, where I come from taking something that doesn't belong to you or is owed to you is theft. All you seem to want to do is give me the run around. I have proved to you that this is my account and that the money was taken, all you need to do is reimburse me my money back into this account.

Regards,

Business

Response:

June 18, 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 additional concerns regarding the cancellation of service. Unfortunately, we will be unable to issue a refund to the credit card due to **. [redacted]’s not being the Hughes account holder. If **. [redacted] has any additional questions 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, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: We signed a 2 yr. contract w/ HughesNet in October 2013. After experiencing slow speed a month into service, we contacted customer service and service was upgraded (at an increase in price). This worked for a while, then again we were experiencing extremely slow connection. We contacted customer service and were told that we needed to purchase tokens after using our allotted monthly usage. We were not told at the time of installation that the service was NOT unlimited usage and that we would be subject to more costs. We would like to get out of the contract for this reason, but will incur a $300+ charge to do so. The billing also is an issue. The monthly charge can be put on a credit card or debited to a checking account. I opted for the debit to our checking account. However, the payment is automatically drafted each month by HughesNet and I would prefer to control the payment myself. I was told that is NOT an option. All in all, we are very unsatisfied w/ HughesNet and would like to get out of our contract.Desired Settlement: Get out of contract without penalty.

Business

Response:

March 12, 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 representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on October 21, 2013. Please be advised that per Hughes’ subscriber agreement, all customers can cancel within the first 30 days of service without penalty.

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 we can waive 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: Recently paid my bill thru hughesnet and the invoice that I received had a balance of 43.83, no other charges on it, and it was due on the 17 of May

Hughesnet put two charges on my credit card account.one was not authorized to do so! Recently paid my bill with my credit card.bill was 43.83, no other charges were listed on my account or the bill I received in the mail,.two days later I check my checking account only to find two charges from Hughesnet, the other for 61.06! They are saying it's policy, I did not authorize the other charge, don't know where it came from, my bill for May as paid on time, asked them to give me my money back and they refuse, I have screamed at them and yelled at them, even told them I would cancel the service and to do so I would have to pay 371. To cancel them, I am stuck with them til feb 2016! It's unfair, I did not realize I was signing up for a two year contract!Desired Settlement: Want my money back! 61.06 their service is terrible, hardly works here where I am at and it is slow at that, takes me ten minutes to get pages to load,and their service isn't worth the 43.83 a month, let alone anymore then that

Business

Response:

June 11, 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]. Our records indicate the service was activated on February 17, 2014. Regarding **. [redacted]’s concerns, if a payment is made using Hughes’ online portal to make one-time payments, when making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates. We understand the site that is currently being used to make one-time payments can seem a little confusing and we are currently exploring the ability to design the online portal to allow a one-time payment without having to uncheck customer’s card or bank information being automatically saved. Currently **. [redacted]’s account is set up under invoice and a credit of $65.78 has been applied to the account. The current balance on the account is $-65.78. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I signed into Hughesnet after seeing an advertisement. I called a rep and spoke with them on the phone for 45 minutes and dicussed all the options they have and my special interest because I use an XBox 360 game system to watch [redacted] and I need a system that would facilitate.

I had issues from day one with connection and called them daily for updates and tech issues. We had an extension on our 30 day trial because of these tech issues but a week after our extension we cancelled our service. Hughesnet told me they sent a box for the equipment and a couple days later UPS showed up to pick up the box. I did not receive the box yet and could not return the equipment. The actual box arrived days later and the equipment sat near the door awaiting UPS return.

Last week Hughesnet removed over $100 out of my account without any warning. I called them to discuss and they stated it was because of non returned equipment. We made arrangements on its return and the returning of my deposit and the $100 they withdrew.

I now have to wait 7 to 10 business days for the $100 to be returned. They do not plan to refund my depsoit.

I have been treated very unfair in the fact that I have done everything asked of me and yet I have to pay the price. Their service was not what was advertised and I felt like they have stolen my money. I work hard for my money and the last thing I need is someone to trick me out of it.Desired Settlement: I would like all of my money back that I put into this service. I payed $109 at the beginning of this service, $109 at the end.

Business

Response:

July 24, 2013

Review: It has been 30 days and I have yet to receive my refund. This company continues to give me the run around as to where/when my refund will be given. I requested to speak with a supervisor, which refused to speak with me. Also, they are unable to explain to me as to why $49.00 was debited from my account when the hold is normally $40.00. Per this company, they say that a hold would be placed on the bank account for 3 before being pulled from account. If this was true, then this company should have never received my money because I declined service before the 3 days were up. I have made several calls in reference to my refund and each time I get a different response. This company's name is Hughes Net. This is an internet service. The lady that I spoke with on 08/08/13, stated that this particular call center was in [redacted] Oregon and she gave the zip code [redacted], she wasn't sure of the correct zip code. Again, I felt as if I'm getting the run around. I have proof from my bank statement showing that this was debited from my account and was never replaced after service was declined. This company says they have to do an investigation. I don't understand why when I have the proof and was willing to fax over a copy of my statement. One person that I spoke with said I needed to fax over my bank statement another person says that they can't accept my bank statement.

Product_Or_Service: Hughes Net Internet - which was never installedDesired Settlement: DesiredSettlementID: Refund

I only want my $49.00 debited back to my card.

Business

Response:

October 1,

2013

Review: As a customer with Hughes net for a little over 2 years always on time paying my bill we have had issues with this company over charging us for services that have not been corrected. My service for our internet has been downgraded because of over using data mins in months time. I called Hughes net customer service and was informed of this problem and was also informed that my service was being downgraded even when our bill has been paid for the service we agreed to upon connecting 2 years ago. Now Hughes net is trying to bill me more money for their service because of this new rule of data mins for internet wifi service. I don't agree to this as it's not part of a contract nor have I ever agreed to this. I am requesting that the Revdex.com further investigate this company for fraud and theft as I feel I am being taken advantage of and being ripped off. I will be contacting my attorney as well if I don't see a resolution to this problem. Over the 2 years I have had serval issues with service for my internet and once was told to climb up on my roof of my home check the dish and make sure there is nothing obstructing the signal like a big mesqutio!! It's time for some justice and I am looking for that today!! There have been serval complaints against this company and all can be found on the internet as horrible service fraudulent service and thieves.Desired Settlement: Would like to be out of a contract without penalty to myself due to lack of service and not honoring a contact by a company! Also a written letter to confirm that I am out of this contract without monetary penalty!

Business

Response:

July 2, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on November 21, 2012. On June 16, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $145.00. 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. 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 $145.00 to her account representing the early termination fee. In addition, **. [redacted] has receiving a credit in the amount of $122.49 which 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, [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: Equipment upgrade failedTechnical support stated that would be placed and priority list and would be contacted within a couple of days
HN account [redacted]
Wednesday, January 8, equipment was upgradedWe were promised internet service would be at least times faster than previously had
No problems that night; however, next time service was spotty and extremely slowFriday service all day but slowSaturday - no serviceFirst call to HN seemed to correct the issue (was on phone more than hour)Case number provided [redacted]
However, within minutes was not working againAfter another lengthy conversation (more than hour) was told modem was not communicating properly to satellite and technician would need to returnPromised would be placed as Priority and someone would call within daysStated that no fee for call and would be credited any time no serviceCase number [redacted] Wednesday, January 15, - still no word from HN or technician so called yet againAutomated service stated technician not assignedSpoke with [redacted] (?) who told me I had to call distributor and technician, to which I said absolutely not - NOT our responsibilityI asked to speak with a manager; said she would see what she could do for me then put me on holdI was then disconnectedThis was after approximately minutes
Called again and spoke with [redacted]After reviewing the entire situation with her yet again, he said that she would contact the distributor (Perfect10) and placed me on holdShe came back and same she left a message as no-one answeredProvided her with my cell phone number as she stated she would call me back within minutesApproximately hours later, received call from [redacted] who said that she spoke with Perfectand the dealer would contact me the same afternoon to set up/verify appointmentReference number [redacted]
No one called that afternoon as promisedThursday, January 16, called HN yet once againAutomated service said tech was scheduled but not assignedHN representative [redacted]? Told him I refused to repeat the entire situation again; I was on hold while he reviewed the notesWhen he returned I demanded to speak with a managerHe put me on hold for minutes then stated he was transferring me to his supervisor; I was then placed on holdAfter minutes, I used my cell phone to call HN on another line (while still on hold)Once went through automated process, spoke with [redacted]I told him I needed to speak with a manager immediately! After about minutes, I spoke with [redacted], Floor SupervisorStated he would contact distributor to see what problem was and gave me phone number to the dealer ([redacted])Told him I wanted some kind of compensation from HN for the countless hours on the phone, and the frustration of extremely poor customer serviceAsked for a direct number to reach him; stated he couldn't give me thatCase #[redacted]
About minutes later received message from [redacted] stating he spoke with dealer and we are scheduled for appointment Saturday, January Stated that as far as compensation went he could credit us back for time without service (only after I call yet once again to indicate when problem was corrected), and could give me additional $off bill for next monthsReally - $30! That is all?? That is not acceptable for the countless number of hours dealing with this situation.Desired Settlement: In addition to a credit for length of time without service, it is not unreasonable to request a partial refund for the purchase of equipment or application of the discounted billing rate for a period of no less than months
Business
Response:
February 4,
**[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, we contacted **[redacted] to resolve the outstanding matterIt is our understanding that the [redacted] has some concerns regarding her service
At the time **[redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds“HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.”
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands the [redacted]’s frustration and concernAs a result, Hughes has applied a one-month service credit to their account in the amount of $We value the [redacted]’s as a customerAccordingly, we are in the process of reviewing the[redacted]’s service to uncover any underlying issues that may be present**[redacted] needs 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 operatingWe notified **[redacted] of our actions on February 3, and are 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 faithIn the event you have any additional questions or comments, do not hesitate to contact meThank 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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
Huges Net did NOT disclose limitations of service when the order was placedWe are specifically told that our service would be times faster that what we had at that timeWhen I called about an upgrade, I explained that we had two laptops and [redacted]s that would be using the service, what we would be using it for and that I needed to log in remotely to workI have been unable to do so because the service is so horrible
In addition, we were told that the equipment cost would be $We have since received the [redacted] statement reflecting a charge of $THIS IS NOT ACCEPTABLE! We are requesting the additional $be refunded to us, as it was not the price quoted as the cost of equipment
Since **[redacted] called on February 3rd, we have left messages but have not been contacted sinceThat was over one week agoThe customer service of this company gets worse and worseThis is absolutely the worse experience I have ever had with customer service, and I will be sharing our experience with everyone I know
We are being held hostage by this company as due to our location we have very limited options for internet serviceI will continue to look for service with other companies and will absolutely change once we can get service with someone else
Regards,
Business
Response:
March 5,
**[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 the [redacted]’s has some additional concerns regarding their account
After further review, **[redacted] would need to visit http://my.hughesnet.com/ to set up her billing account to see her invoices successfullyIf **[redacted] needs additional assistance she would need to contact our billing department directly ###-###-####
We sincerely regret any inconvenience that the [redacted]’s 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 consideration
Very truly yours,
Executive Customer Support
###-###-####
[email protected]

Review: Internet service was ordered from this company and the verbal information received was based on a twelve month contractual term and at no time was the amount of usage provided as a restriction and/or limited. The information that I received was that term was for twelve months as I am a government employee with short residential terms. Additioanally, if I had known that usage was limited at an extraordinarily high price the agreement would never have been entered into.Desired Settlement: Immediate termination of any and all billing. Termination of any and all service(s). Reversal of outstanding bills after service was ordered to stop.

Business

Response:

April 18, 2013

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 April 2, 2013, 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 his billing and Early Termination Fee.

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 applied a $121.53 credit to [redacted]’s account which represents half of the Early Termination Fee. The outstanding balance on [redacted]’s account is $421.53, which represents half of the ETF and the Unreturned Equipment Fee. Once [redacted] returns his equipment in satisfactory conditions, Hughes will credit the $300 UEF to his account.

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

Consumer

Response:

Sir/Ma'am,

Review: I agreed to the internet service of Hughes Net to pay the Power Pro package. We (my girl friend and I) were mislead on the sign up and the sales agent that signed us up signed us up for the power package not the Power Pro package. I could understand that mistake, but she signed us up for tons of other services that we were not aware of, such as voice service, free technician repair. Luckily we found this out the night of the same day of installation and quickly had it corrected. We where still having problems with the internet and had decided to cancel it on 8-10-2014. We haven't even had it a week. The account supervisor ensured us that they are sending a prepaid UPS box to send the equipment back in at the end of the month when the first cycle was over. I kept the service until the end of the month since I was stuck paying for it. We went over the bill and I would of owed $79.99 for the service plus the $9.99 lease charge for the equipment. Which was due at the end of the billing cycle. This morning I woke up to a $245.08 charge from Hughes Net. When I called to complain about it they couldn't explain what the charges where for. I was supposed to get a call back from a supervisor today at 11am but I haven't heard anything.Desired Settlement: I want the $245.08 refunded immediately. This is an unexplainable charge. I could talk to my credit card company, [redacted]. They side with their customers with these kind of charges over 90% of the time. But I do not feel it is the best way to handle these situations. I want this to be documented.

Business

Response:

August 28, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on August 6, 2014. The account was canceled on August 13, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account has been credited in the amount of $315.80 and that amount has been refunded to the card on file. After the refund, the total net amount paid was $34.21. 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,

Dear Revdex.comI will not be satisfied until I have in writing that my credit card information is completely removed from their records, today I was charged for 82 cents. I assume this is to see if the credit card is active for an additional charge. I want my card off file and I will not be happy until this is done. I have been lied to by numerous agents, I have caught them in their own lies by recording the conversations. Then they magically seem to fix the problems that I have. I WANT IT IN WRITTING that Hughes Net High Speed Internet will not charge me again. Once I get my 82 cents back (its the principle not the amount). And my I have in writing that Card Numbers are no longer on file. This is what I expect from their business.[redacted]

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 rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. Regarding [redacted]’s latest concern, we have removed his credit card from the account and currently there is a $0.00. Please be advised that our records don’t show the leased equipment as being returned and if the equipment hasn’t been received after 45 days of cancelling the service the account will be accessed with unreturned equipment fees. Any charges such as the aforementioned will not be charged to a card or be automatically debited because the account is now on invoice. 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: Upon calling the Hughes net service, not once, but twice, I was told that they would give me a credit for my old equipment that I had purchased previously. I was guaranteed, numerous times, that if, in fact the equipment was in good condition, I would be given up to a $200 credit, and that my total installation would not be more than $150.00. I went over this in great detail with the company, as this is all of the funding I had to purchase this equipment. After calling the compnay and speaking with a supervisor, at length, she would not give me the credit's I was promised, and offered me a $50.00 credit. Which still left the equipment/install at almost $300.00. They say their calles are moniotored, I urged her to pull the call, and listen to what the salesman had told me; she agreed she would, and her employer would be 'counseled'. I said, well what about what I was promised? She again refused to give me what I was told just the night before.Desired Settlement: I want the full refund of what I was promised. I was told the installation would be under $150.00, and it was in fact, $289.00, I want the difference paid to ME, in cash, not a CREDIT.

Business

Response:

December 13, 2013

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 contacted **. [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 December 5, 2013.

Regarding **. [redacted]’s request to be credited for her previously purchased equipment on an old account, Hughes’ subscriber agreement contains specific language that states service must be cancelled within 30 days to be eligible for a return credit. “If you cancel within 30 days of activation, no service termination fees will be charged, but you will not receive any refund for installation charges, or other fees. You may return your HughesNet modem, power supply, and radio for a $200 refund. All equipment must be received in good condition within 45 days of termination in order to receive this refund.”

In light of the difficulties **. [redacted] experienced with our service, our call center credited her account in the amount of $150.00 as a courtesy. In addition, we have issued another credit of $100.00 to her account on December 13, 2013. Currently there is a credit balance of $100.00 on the account.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I called Hughes net to cancel my services and was told I had a two year contract. If I would have known this I would have never got their service. Then I was told that they could charge me for the remainder of my contract (5 months) if I cancel. I explained to the customer service rep. I explained I wasn't happy about this because I had never been informed there was a contract involved in their service. She said she would take care of it and then went about explaining how I need to send back part of the satellite. Hughes Net would send me a postage paid box for me to return it in. She explain I had 45 days to return. If I didn't return it within that time I would be charged $25.It took me almost 2 weeks to receive the postage paid box. Inside there was a letter that said if I didn't return the parts, I would be charge $300. I sent the box out the next week and within a few days I receive a letter from a collection agency. Hughes Net was now saying I owed them $512.16. When I contacted Hughes Net the told be that $300 of the amount that they said I owed was for the satellite parts they had not received ( my 45 days weren't even up yet and they hadn't even allowed enough time for the box to get to them before the charged me for it. The remaining $212.16 was for the remainder of the contract.I was lied to by their customer service rep., just so she could get me off the phone.Now this morning at 6:54 AM, 6:55 AM, 6:56 Am and 7:03 AM Hughes Net was calling me harassing me for money. I don't know where this companies call center is located but by the sound of their customer service reps. I would say India. But you do not call someone that early in the morning harassing them about a bill that hasn't event got the $300 credited off of it....Unbelievable !!!!!Desired Settlement: First I want my remaining 5 months ( $212.16) of the two year contract I knew nothing about waved as I was told it would be when I called and cancelled my services.Second thing I want the $300 credited to my account for the returned satellite parts The third thing I'm demanding is for all of this clear off all of my credit reports.

Business

Response:

June 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’ service was activated on August 30, 2012. On April 1, 2014, [redacted]’ account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’ account was charged an early termination fee in the amount of $160.00. Regarding [redacted]’ 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]’ 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 $97.00 to her account representing half of remaining balance of $194.16. We have received the equipment and that credit of $318.00 has been placed on the account as well. [redacted]’ remaining balance is $97.16. 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[redacted][email protected]

Review: When signing up with a cable provider I was referred to Hughes net as a cable provider. When I began the process of setting up internet with them, it was not explained how the services worked. Then when the technician came by and set up the internet, he just had me sign on his smartphone and just as fast he was gone. He did not explain anything to me, not how the internet service works nor did he leave a name, contact number nor did he leave me a number in case I had a problem. I spoke with a representative to cancel service which they told me there would be a $400 cancellation fee. They also informed me that I had to go on my roof and retrieve all their equipment. They did give me the option of asking for a technician to come out but that would cost me an additional $100!! I explained to them that it was their responsibility to come and get their equipment and not mine. I also gave them a scenario about me getting hurt and them being responsible for making me take the equipment down. They didn't care. On top of it all, I elected to take my credit card off their system and get paper billing so that they didn't take an excess of money from my account and to my surprise there was a $5 invoice fee. It seems as though they charge for every little thing.Desired Settlement: I would very much like to settle my final bill without having to pay anything out of pocket. I don't believe I should have to pay a cancellation fee after only 2 months of services, services which I was not fully informed about. I was not informed about a 30 day trial (which by the way is pointless because it wasn't until after that timeframe that I had the problems.) I would like the $400 early termination fee waived, I also would like to have a technician come out and take their equipment without me being charged for it. I will pay my final month but not a penny more.

Business

Response:

February 25, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [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 November 11, 2013. On January 13, 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 her account representing the early termination fee. In addition, we have waived the last month of service bringing the balance to $0.00. We informed **. [redacted] of our decision on February 25, 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,

Executive Customer Support

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

[email protected]

Review: August 20, 2013

To Whom It May Concern:

I would like to place a complaint against Hughes Network Systems, LLC. I have never done this to any organization in the past; however, I am particularly annoyed by this company and feel justified in doing so.

I have been a good customer of Hughesnet's for nearly seven years. I've never complained about the fact that my internet service at home was not as fast as they said it would be. I figured "oh well, I'm sure they realize that my service is slow and will speed it up as soon as they have the technological ability to do so".

Then, in June of 2013,1 saw advertisements from [redacted] that they could provide internet service ANYWHERE. I already have [redacted] Satellite TV, so I thought that perhaps it would be a good idea to switch to [redacted] for my internet service and receive only one bill for the two services. It also would eliminate one of the satellite dishes I have on my lawn.

THIS IS WHEN THE TROUBLE BEGAN WITH HUGHESNET!

I called to tell them that I was THINKING about changing my internet service and wanted to know if I owned the modem I have in my home which brings in the service from the satellite dish or do they own it. The representative from Hughesnet on the other end of the phone line began questioning WHY I was going to drop their service, told me that [redacted] contracts with HUGHESNET and therefore, I wouldn't be doing myself any favors by switching to [redacted]. He said that I would still have two satellite dishes and I would still have the same Hughesnet modem in my livingroom. ( asked him to simply answer my question; however, I never got a straight answer out of him.

While I pondered changing my internet service, I neglected to pay my bill from Hughesnet. Then, they stopped my internet service once my bill was 30 day overdue. I understood their reasoning and not only called them and said "turn the service off, I don't want to use Hughesnet anymore". The representative from Hughesnet told me that I needed to send them something in writing. I took the billing stub and wrote on it in very large print "please cancel this service, I don't want it anymore".

In July, I received another bill for ANOTHER month's service, along with the past due amount. At this point, I felt that I owed two months @ approximately $79/month = $158. I received a phone call saying that my account was past due in the amount of $237. I told that person that I knew my account was past due, did not agree with the amount and did not want the service anymore and was going to send payment for $158 as soon as I got my next paycheck. The representative from Hughesnet then asked me very politely "why don't you want the service anymore?" I told him that I wanted to switch to [redacted] so that I would hopefully have better, faster service and eliminate one of the two satellite dishes I had on my lawn. He, again told me that [redacted] contracts with Hughesnet, blah blah blah. I listened carefully to this very nice young gentleman as he sounded very sincere. He said that he could see on his computer screen that I had been a good customer for a very long time and they really didn't want to lose my business. He asked what would he have to do to keep me as a customer. I then told him that I didn't know that nothing would change in my equipment or billing by switching to [redacted]; therefore, I would consider KEEPING Hughesnet if they would knock $100 off the $237 balance he said I owed, and wanted to be up-graded to the GEN4 service. He said he could do both of those things for me. We agreed that I should send payment in the amount of $137 as soon as I received my paycheck the next week. He gave me a confirmation number and told me to refer to that number when I called to pay my bill. I thanked him very much for working with me on this matter.

The following week I was paid on Thursday and called Hughesnet on Friday to pay my bill. When I made that phone call, a young lady representative from Hughesnet informed me that my account had been sent to collection. I gave her the confirmation number which the young man had given me the week before and asked her to read the notes to me aloud once she had them in front of her. She did so and in fact, the young man had done just as he said he was doing and the promises were there. However, she told me that I had to pay $237 at that time and that I would need to pay for the Gen4 upgrade. I asked to speak with a supervisor or manager. She said she was going to put me on hold; however, the line was dropped or something; then, a recording came on saying "I'm sorry, the number you have dialed has been disconnected. Please hang up and try your call again." Needless to say, I was VERY frustrated.

During the weeks to follow, I have received at least five phone calls a week and most recently I have received a bill dated 8/12/2013 in the amount of $567.39. It is itemized: $237.54 past due, recurring one time $244.85, usage charges $85, current charges total $329.85, with a total due of $567.39.

Now, I ask you, should this company be allowed to ruin my credit if I don't pay the total $567.39? I feel that I owe two months, $157 or $158 and I certainly will pay that. Friends have told me that if I make any payment at all on this invoice which shows $567.39 due, I am indicating that I agree with that amount due. I think I need an adjusted bill. How will I get that if they won't listen to anything I have to say?

I thank you for any assistance or advice you can offer.

Desired Settlement: I think I need an adjusted bill. How will I get that if they won't listen to anything I have to say?

I thank you for any assistance or advice you can offer.

Business

Response:

September 10, 2013

Review: Attempted 3 times to contact HughesNet to cancel my account. The first person I spoke to actually attempted to help me... until he tried to forward me to "Account Management" to "complete" my cancellation. Both the first and second times I called, I was forwarded to a bogus "Account Management" department. The third time, I spoke to a tech in [redacted] When I explained that I wanted to cancel my account but had been unable to do so, he didn't say a word to me and immediately put me on hold... for THIRTY MINUTES. I have never experienced customer service that was SO RUDE! My payments are setup to automatically bill to my debit card and after waiting on hold for the third time, I hung up and called my bank and canceled my debit card to prevent the company from charging me further.Desired Settlement: Cancel the account.

Business

Response:

March 18, 2013

Review: I canceled service within 3 days, and was told there would be no charges applied to my credit card. The next month a charge appeared on my card.

I ordered the internet service, and was installed on 11/28/12. I had service problems from the 29th on. I called tech support and after lengthy phone calls and trouble shooting steps was told that there is no solution to the slow internet speed. On the 30th I called to cancel, and was told that the service would be active until the end of the billing cycle and that they would send me boxes to return the equipment. I asked why the service would stay active, and they said in case I reconsidered. I asked if they are charging me for this and they said as long as there is no usage there would be no charge. The equipment was returned immediately upon receipt of the boxes. On my credit card statement I noticed a charge for 1 months service,$61.37 which I was told at cancellation I would not be charged anything. I sent an email to their customer support, and have had no response.Desired Settlement: I would like my credit card credited $61.37.

Business

Response:

March 14, 2013

Review: I'm writing this complaint on my own behave. In the month of February, actually the first week, I called Hughes Net asking for them to mail me a statement of my bill for February... (Please see scanned documents for complete text).Desired Settlement: Something should be done to prevent them from doing that kind of business to anyone like I have received. Just needed a "Statement to pay my bill".

Business

Response:

May 15, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] and [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 the account is registered to [redacted] and was activated on January 24, 2013. On February 24, 201, **. [redacted] asked to have it transferred to **. [redacted] but was informed that it couldn’t be transferred; rather her name could be added as a contact. The service was cancelled on March 27, 2014. 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 the account representing the early termination fee. In addition, we will be sending a prepaid label so that **. [redacted] can send back the radio as its part of the leased equipment that hasn’t been returned. Regarding **. [redacted]’s request to be reimbursed for overdraft fees, please be advised that Hughes’ subscriber contains specific language that states Hughes is not responsible for overdraft fees. “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” **. [redacted] is advised to consult with her bank and ask them to waive the overdraft fee as a courtesy. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I have called them several times about my service, some have hung up on me, some make me go through the same steps I have done 1000 times before, had a tech finally come out and told me it was the way they installed the dish and they would be back when the weather broke to get it fixed. I have called several times and get the run around about how on their side it is running fine. It is also interfering with my other dishes for my tv service. They want to charge me to come out to check it out again. I am not paying for something they should of done tight in the first place. Have been dealing with this for years and because I am limited to what I can use out in the country, I feel they are using people like myself and getting rich over this. SOrry my opinion but when you are limited to a few options the ones who can help you take advantage of this. All I want is for them to fix the problem right and quit giving me and others a run around about it. I am not the only person who they do this to. Look it up on the internet and you will see how they use people.Desired Settlement: Want this fixed and I believe with all the people who have hung up on me, told me I did not know what I am talking about, they should provide me with service for life and more usage for life. I don't take advantage of the service as I know I don't have alot of usage for the large amount I pay.

Business

Response:

August 06, 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 Care division of Hughes, we have contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service.

Our Executive Customer Care representative reviewed all pertinent database records prior to attempting contact with [redacted]. Relative to [redacted]’s concerns, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans.

“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.”

[redacted] states she is having issues with her downloading threshold. We are in the process of doing additional troubleshooting with [redacted] to uncover any underlying issues with her service.

We notified [redacted] of our decision on 08/06/2014.

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

Very truly yours,

Ecole F[redacted]

Executive Customer Support

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

[email protected]

Review: We have had many issues with this satellite internet service from being knocked off line, not getting out e-mail,and not getting the speed we paid for. Every time we called on this we went through the same routine and the only solution was of coarse to pay more money for an up-grade. We always declined as we weren't getting what we paid for already. We did receive a check from one lawsuit of this company. We finally got another internet provider on 6-15-2013. We notified Hughes of this and wanted to disconnect immediately. Of coarse we got an out country representative that said she would take care of the credit card not getting charged and disconnect us. It never happened and we got charged on 6-24-2013 by Hughes for service! Today we contacted a [redacted] out of [redacted] Texas,he said the original contact should have patched us over to him to start with. Then he said we had a 2 year contract which we did not receive notice of. And He wouldn't give us the charge of $49.99 back. It was not our mistake that they hire foreigners who do not do their job. I have asked for US representatives before only to be told they can't do that. I have also called the Texas number and pressed order info and a [redacted] several months ago said he couldn't patch me over to a US representative that he was only a salesman and now they won't refund our money because the foreigner contacted around June 14th didn't do her job as reported by [redacted]. We would like all of the money charged our credit card ($49.99), not a $23.77. It was not our mistake. In fact if there are any lawsuits against this company, we would like added.Our case # given was [redacted]. Our close # is [redacted].We are also including the additional information.[redacted]Telephone: [redacted]http://www.hughesnet.com[redacted]No matter what number you use, we can't get the same person twice. We are sure we are not the only ones with problems with them.Another contact # is [redacted]

Product_Or_Service: satellite internetDesired Settlement: DesiredSettlementID: Other (requires explanation)

As stated above we would like our full refund charged on 6-24-2013. As we told [redacted], you can tell we haven't used any internet since the 6-15-2013 date.Also we would like a refund of the internet speed we have received. But we don't know how to calculate that. We did check this with speedtest.net and we are sure their records could provide the same lack of speed. Thank you for this time and attention on this. Since

Business

Response:

August 30, 2013

Review: We had no other option for internet service in the canyon we moved to. At installation (March), I told US rep that it looked like we would have to move again soon. US rep said the termination fee could be negotiated at that time. I called back at the end of June and a US rep (Colorado?) said there would be NO fee when I terminated in two weeks. I asked her about this repeatedly. She repeatedly said NO FEE. Two weeks later, I call back to terminate, and get plugged into the all center in the PHILIPPINES. They are adamant: maximum fee -- no negotiation.

Today, just as my wife and I are deciding that we cannot afford a $370 wheelchair for our elderly dog. we notice that nearly the identical amount is withdrawn from our account by HughesNet. This is the termination penalty. I call the US reps, talk to supervisors, etc. They all say they CANNOT mitigate the fee, and that there's NO ONE ELSE I can talk to.

We've noticed that some cell service providers are now waiving contracts and termination penalties because it just generates too much ill will. This is a case in point. The communications inconsistencies at HughesNet (primarily between US and overseas reps) are staggering, as is the inflexibility..Desired Settlement: Immediate reimbursement of termination penalty, with interest and aggravation fee.

Business

Response:

August 6, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10140122 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on March 13, 2014. On July 14, 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 $370.00. 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 $185.00 to his account representing half of the early termination fee and that amount has been refunded to the card on file. We informed [redacted] of our decision on August 6, 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[redacted][email protected]