Hughes Network Systems

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 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: 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: 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: 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: I used HughesNet as my internet carrier for several years before moving to a new location. I called them at this time to inform them I would be using another company at my new location. I was told by two of their employees that I had to return their modem or be billed twenty five dollars.They said I would be sent a box with return postage and to mail the modem back to them. They said this was the only item I needed to return.Upon receiving the box, a letter was inclosed stating I would also have to return another part located on the roof or pay them two hundred dollars. I contacted them and told them I no longer lived at that location and could not get the part. I told them that their employees had said that I only needed to return the modem and that it was their fault and not mine that the part could not be returned. They admitted their mistake but still withdrew two hundred ten dollares and sixty cents from my bank account on 5/02/14.I contend I should not have to pay this.Desired Settlement: DesiredSettlementID: Refund

The amount in question should either be returned to my account or I should be sent a check.

Business

Response:

July 1, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service specifically related to the unreturned equipment fee. Our Executive Customer Care representative reviewed all pertinent database records. Please be advised that our subscriber agreement contains specific language advising our customers “Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.” Lease customers’ are required to return the equipment within 45 days to avoid being charged an unreturned fee. Our records indicate **. [redacted] was advised to return the modem, power supply cord, and radio on 02/19/2014 within 45 days to avoid being charged an unreturned equipment fee. As a result of not returning the equipment within 45 days **. [redacted] was charge an unreturned fee of $210.60 on 05/01/2014. In light of the difficulties **. [redacted] experienced with returning his equipment, Hughes issued half of the unreturned cost to the credit card on file in the amount of $105.00. The refund can take up to (2) weeks to process. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Care ###-###-#### [email protected]

Review: Hughesnet charged my debit card when they were not authorized to, they said I had failed to make a payment but when I provided the paperwork showing that I had paid on April 21, 2014 they still refuse to put the money back in my account that they took without my permission.Desired Settlement: I want the $78.70 they took off my card put back on.

Business

Response:

July 18, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have 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 19, 2009. Per **. [redacted]’s letter, she made a payment in April of $78.70 that wasn’t credited to her account. **. [redacted] has been attempting to send supporting documents in to confirm her missing payment. At this point, **. [redacted] has disputed the charge made to her card in the amount of $78.70 on June 27, 2014 with her financial institution and has been awarded that amount. It hasn’t been reflected on her Hughes’ account that the payment has been reversed but we anticipate a debit to the account once the reversal is received. We have informed **. [redacted] that we will credit the debit should it appear on the account. We informed **. [redacted] of our decision on July 18, 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, [redacted]Executive Customer Support###-###-####[email protected]

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]

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: 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]

I have had a negative experience with Hughes Net. They have lied on several occasions. The service that is offered is a joke. I was offered 55 gigs a month but was not told until I cancelled that 50 of those gigs were only offered between the hours of 3 & 8 am. My service slowed down a lot after the first month, so I cancelled. When canceling I was also told that I would not be charged an early termination fee until 45 days after the service was cancelled, I was charged on the day it was cancelled which was technically 3 weeks later. I called and asked about the money withdrawn out of my account so soon, they tried to tell me it was because I had not returned the router but they had not sent me the boxes or prepaid label to send it back. Then they said it was because of the early termination fee. Do not mess with Hughes Net they lie and will only tell you what will benefit their company.

Very frustrated with this company from the onset. They send out 3rd party installers; the one we had was very unprofessional and in a hurry. He came at a different time than scheduled and relayed that he would not come back for 2 weeks if we did not let him go ahead at time he came. Customer Service has been terrible. They are almost impossible to reach and when you finally make contact; you end up on hold and/or transferred - or just disconnected. They have a Chat but it is not efficient either. They have a Community forum - some work for Hughes and others are customers. I have sporadic internet and cannot use it as it is so unreliable. I am being forced to pay for a lack of service.

I am a widow. I called the technical department to get an upgrade to my satellite internet service. Was told I needed to put the account in my own name first, so I faxed the death certificate of my husband to the billing department as requested. I have a transmission confirmation. When calling billing and account department the next day, I was told they did not have the faxed death certificate, they had to confirm, I was passed around to 4 different individuals, 2 calls were dropped. On calling again I asked for a supervisior to call me, seemed to be impossible, I hung up in frustration after 2 hours. Two days later I tried again, this time reached one person who finally transfered me to an account management department, where I was able to open a new account, and schedule a serviceman to come out the next morning for a new modem and update to different satellite. I received an e-mail confirmation of new account, and guess what! The account was STILL IN THE NAME OF MY DEAD HUSBAND!

I will NEVER use Hughesnet for any service again. The service provided is horrible. The customer service is horrible, and they seem to always forget to refund money owed back to the customer...I dont don't know how they are still in business!

I could not get Hughes Net to work most of the time. I could not stay on the internet even if I finally did get on it. I had to constantly refresh with out much luck. I had to cancel because I was not receiving the service I was paying for. They charged my credit card $ 385.00and that's after I told them not to charge any more charges to my card. They said that I signed a contract to pay a cancellation fee, but it was their contract and they are suppose to provide a service. Why is the contract only one sided. I am suppose to continue paying for a service I am not receiving? The second month I finally was able to check my usage and on the second day of the new billing cycle they said I used 53% of my allowance ( Impossible). The week I had the service installed the Tech. who installed the dish shows up at my home a few days later and said there was a service call, I did not call them. He goes to the dish and then comes back and said my dish was bent and customer service recommends I buy another dish. He said that I was responsible for buying another dish. He told me at the initial install that he just sent back 3 or 4 dishes because they were bent. This is a scam I did nothing to the dish. He said even if it was an act of God I was responsible. There were no marks on the dish there is no way that dish would be turned inward without a mark on it. Customer service, when I tried to complain about them charging my card after being told not to he would just be silent and I would have to ask him if he was going to talk to me he said I'm listening. I asked him to let me talk to a supervisor if he was not going to talk to me, but finally I just had to hang up. When he did talk he said he had no record of me calling before. I asked him then how did I cancel the service if I had never called before. When he realized how obvious of a lie that was he said Oh, I see where you called before. If you sign a document to let a company automatically hold out a monthly payment they should not be able to charge your card when you tell them not to charge anything else to your card. The credit card co. said I could dispute the charge after the co. charges my card, but they could not stop the charge from being made. Then the credit card co. would decide the outcome of the charge.

I called our current dish provider for our TV to find out more about internet service. I was hoping to get a faster and more reliable internet service because we live in a rural area and have only been able to have our local phone company service our area with very poor internet service. I was transferred to Hughesnet about getting service through them and the "sales person" boasted about how much faster and better this service will be for our family. I explained the purpose for this was mainly due to my two teenage children having to do a lot of homework online we were running into issues where they couldn't complete assignments due to the poor connection and speed we were currently getting through our present carrier. The salesman set us up, and explained someone would be calling to set a date for installation. Someone called on the day of installation we were never "scheduled, or given a date" and he was leaving messages on my home phone while I was at work. He then was able to speak to my daughter and told her he would have to reschedule, so she called me and he came over to install our equipment which included a dish on our roof. We were never told about having another dish installed on our roof, and now that we have canceled the service not only won't they remove the dish, they will charge us $100.00 to have someone come take the transmitter from it to return it when we receive our cancellation packet to return the equipment. After having the service for the 30 day trial I called to cancel as it wasn't any faster or more reliable than our current provider and they gave us an additional 30 day trial but still charged us. They also tried to seem concerned by sending us to a technician to trouble shoot. The best he could offer was to move the router (which we were never told we would need to purchase until the installation man came to our house and asked us if we had one or we could buy his) I went out and purchased the router he suggested and got a much larger one because of the kids needing reliable service. We live in a small ranch home and "moving the router" did not make any difference at all. This is the worst internet scam I have ever heard of. This provider knows what type of service is available where our home is located and rather than be up front and provide the kind of customer service they would want for themselves they do what they can to get the sale and inconvenience the customer at any cost. I will use face book, twitter and word of mouth to warn anyone I can about this internet service provider. If I had done my due diligence in the first place and researched them before accepting their proposal; I wouldn't be in this situation, because after getting involved and finding out the hard way we were getting a dish on our roof and had to purchase a router, I realized I better look into this company. I haven't found any positive feedback about Hughesnet. Shame on me for making that mistake, unfortunately I learned the hard way and fortunately I won't make that mistake again.

We had service with the companybut never received good service. We called and complained several times but nothing was resolved. We tried to cancel the service but was told that we had to complete our one year contract. We payed the bill on time every month and upon completion of our contract we called to cancel the service and were told we now had another year left to fufill on the contract. We have since canceled the card that we used to pay the bill and would like everyone to know that we had a horrible experience with a horrible company.

Review: Unauthorized charges to my checking account

On February 18th, 2013 I ordered internet from Hughesnet. A man arrived the next day and did the installation. When I ordered services I was told there would be a $40.00 hold on my bank account that would be released in 3-5 business days.My bank called me to inform me my bank account had been overdrawn. I looked at my account and Hughesnet charged me $100.18. There was no hold of $40 just the charge of 100.18 plus $116.00 overdraft fee.Desired Settlement: I would like the 100.18 plus the 116.00 overdraft fee back on my account.

Business

Response:

March 18, 2013

Review: Hughes Net allowed service to be added to my name without my consent, I am currently deployed to Turkey.

Hughes Net allowed service to be added to my name without my consent, I am currently deployed to Turkey. Even thought they have finally cancelled my service, they will not cancel it until the end of the billing cycle and will not allow a refund. I want a full refund as I did not authorize thus service in my name.Desired Settlement: I want this false account cancelled as if it never happened and I want a full refund of any money they took from my account.

Business

Response:

October 8, 2013

Review: On September 17, I called HughesNet regarding an advertisment for "free standard installation" for internet service. I spoke with [redacted] who quoted me the price I would need to pay for the service. I wanted to lease the equipment and gave her my credit card to process the payment, which would have been a 39.99 payment to be placed on hold to make sure the card was good. [redacted] came back to the phone and told me the payment would not go through because I had a fraud alert on my credit file and I would need to remove the fraud from my account and I told her no, I did not want to remove it. on September 23, 2013 , I received a notice from my bank indicating my account had been overdrawn in the amont of 430.78. [redacted] had processed the 39.99+371.42 against my card. I called to find out why after being told she could not process the card, they sent this amount through. I have called every seven days since trying to get my refund back into my account. I've spoken to at least twelve different people as of today 10/31/2013. They finally changed my service from "purchase" to "lease" and keep taking money out of the" refund "money to pay my monthly billing. When [redacted] set up the purchase account she put me on automatic billing option, which I did not know about and I can't change this until the refund has been issued. These are the dates I've called to try to get my credit issued back to my bank account:

September, 24, 2013 spoke with [redacted] (he transferred me to Advance Billing Dept

September, 24, 2013 spoke with [redacted] (Advance Billing)she was going to issue a credit for $298 ,I waited 7 days, no refund

September, 27, 2013 spoke with [redacted] in Customer Service , she hung up on me,

September 27, 2013 spoke with [redacted] in Advance Billing, no resolution he couldn't get ahold of anyone in advance billing and he wold call me back but never did

September 29, 2013 spoke with [redacted] in customer service - got no where with him either

October 9, 2013 spoke with [redacted], she put me on hold listening to music and got a supervisor by the name of Isis but we couldn't hear each other due to the music from the transfer.

October 9, 2013 called back and spoke with Isis but she was not a Supervisor and after demanding to speak with a supervisor, they got [redacted] on the phone.

October 9, 2013 [redacted] spoke with another person whose name was also Isis but not the Isis above and this time I was told I would be credited the refund in the amount of 232.10 within the infamous 7 days

October 13, 2013 [redacted] actually called me back and reassured me he had worked my refund issue out and I should see the refund within 7-10 days and he also would give me $10 off for the next three months.

October 31 2013, called today and spoke with customer service ([redacted]) I asked for a supervisor and a guy by the name of [redacted] supposedly a supervisor is working on the issus.

As you can see I'm not getting any results from these people and I need some assistant to get my money back.Desired Settlement: I would like for the President of this company to know about how this has been handled. I would also like for them to pay for my the overdraft charges totalling $105 dollars along with the $371.47 charged put through on my credit card for which my bank paid. I want them to honor the $10 credit for 3 months that was promised to me by **. [redacted].

Business

Response:

November 22, 2013