Hughes Network Systems

February 20, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint...

ID [redacted]
 
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on October 28, 2013. On December 26, 2013, **. [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 $385.00. 
 
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 $192.50 to her account in addition to the credit of $192.50 she received from our customer support representing the early termination fee. That amount was refunded to the card on file. We left a message with our decision on February 20, 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]

Yesterday, I spoke with Hazel G[redacted] at HughesNet. Almost all of their reps speak broken English in an unrecognizable accent. They are extremely difficult to deal with, if you can even get a person on the phone.
I have been a HughesNet customer since 2007. I was forced to use their service for such a long time because service was at my vacation home in a very remote location on Cape Cod, where there is no cable service. I have to work from the vacation home,so I had no choice. Their service has always been horrible, unreliable, crashes constantly, and slow, slow, slow, slow. Highway robbery too, since I was paying over $100 a month for lousy service.
18 months ago, my husband died, leaving me with the problem of how to pay the mortgage on the vacation home. After struggling financially for a year, I made the difficult decision to sell the house. The new owners are taking possession of the property on Monday, Sept 19th.
When I called to disconnect my HughesNet service, on August 29th, well in advance of my moving out of the house, I was informed that I needed to take the radio transmitter off the satellite dish and return it to you. Failure to do so would result, I was told, in me being charged $300. I cannot go up on a roof myself. I asked several friends to do it and no one could. I made plans with HughesNet, who outsources their service to a local contractor, to come to the house on Sept 12th -- the day I was moving out, to remove the transmitter for me. I was there all day on Sept 12th and no one came. I received a phone call mid-day informing me that no one could come on the 12th and they'd be there on the 13th. I arranged for my realtor to wait at the house on the 13th.
At 9:30 on the 13th, someone from HughesNet turned up at my regular home, 300 miles away, where I live year-round, and where I do not have HughesNet service!
I couldn't believe it. When I spoke with Hazel, she determined that someone had completely erased my service address from their database!!! As a business owner, I would fire whomever did that.
This just gets more and more incredible. HughesNet promised they'd try to get someone to the correct house on Sept 13th. My realtor waited at my house all day. I had simultaneously been called by the local contractor that they outsource to, and had arranged that someone would be at the house between 2-5 pm. My realtor waited at the house all day, no one came. At 5:30 she called me to report this. I called the local contractor, and she put me through to the actual tech, whose name is Mike. Mike informed me that he was on Martha's Vineyard, an island off of Cape Cod, and was waiting for the ferry to take him and his truck back to Woods Hole, which is 90 minutes away from the house. At 5:30. This means by the time he got to the house, it would be dark, and so he said he would return today, September 14th. I explained to Mike there will be NO ACCESS to the house after this Friday. What a mistake for me to have done that, because last night at 9 pm I received a text from "WC" (the contracting company) informing me that someone will be at the house on Friday September 16th. This is absolutely unacceptable.
I see right through HughesNet's scheme. They're doing their best to get the $300 out of me. This is how they treat a loyal customer and a widow who has no money. They are the worst company in the world.
I wouldn't recommend HughesNet to my worst enemy.

In response to your letter to the
executive customer care division of Hughes, it is our understanding
that Ms. [redacted] has some concerns regarding the return of her
equipment and being charged an unreturned equipment fee.After further review, please be
advised that when Ms. [redacted] subscribed...

to the HughesNet Service, she
expressly agreed that “upon termination of Service, whether before
or after the expiration of any minimum term commitment, Subscribers
to HughesNet Service Plans are required to return the modem, power
supply, and radio (outdoor transmitter) to Hughes. The equipment
needs to be returned within 45 days of cancellation date or be
charged a $300 Unreturned Equipment Fee ($100 for the modem and power
supply and $200 for the radio transmitter). A box and pre-paid label
is provided for the successful return of the equipment. Ms.
[redacted]’ was charged an unreturned equipment fee in the amount of
$216.00.After
further review, we have issued a refund of the unreturned equipment
fee on 03/08/2014 to the checking account on file for the return of
the equipment.Ms.
[redacted] may contact me directly with any additional questions.We
sincerely regret any inconvenience that Ms. [redacted] may have
experienced and are hopeful that our actions will serve as a
demonstration of our good faith. In the event you have any additional
questions or comments, do not hesitate to contact me. Thank you very
much for your consideration.Very
truly yours,Ecole
F[redacted]Sr.
Executive Customer Support###-###-####[redacted]

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]

March 12, 2014
 
**. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
 
File# [redacted]
 
Dear **. [redacted]:
 
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 
After further review, **. [redacted] stated a technician will arrive to de-install the radio. We will ask the technician to bring back the radio and Hughes will waive the unreturned fee of $214.00.
We advised **. [redacted] of our actions on 3/12/2014.
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,
 
 
 
[redacted]
Executive Customer Care
###-###-####
[email protected]

[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]
 Complaint: [redacted]
I am rejecting this response because: The "Early Termination Fee" was already waived by a Hughes Net Supervisor, as I already expressed in my original complaint. The $83.77 was paid on the 17th of April as indicated. I consider that "Ransom" money, as I did not owe it in the first place. It is ransom money, as I was receiving nasty letters from a collection agency, threatening to harm my credit rating if I didn't pay. All fees were already "waived" prior to paying the $83.77 what on earth is this money for? I am not satisfied with this response, at all. I will be happy with a 100% refund of my $83.77 that was extorted from me.
Regards,
[redacted]

With regard to the complaint which I filed on August 12, 2014:
 
After posting the complaint on [redacted] on their page,...

surprisingly I finally received a response and have been refunded the full amount which was deducted from my account.
 
I have advised them of their bogus business practices and still believe that someone should investigate the deduction of non-approved amounts from a persons bank account. 
 
In my particular case, fortunately, it did not cause other payments to be returned for Insufficient Funds during this period, but it could have and that would have caused additional problems.
 
Thank you for your prompt response and I hope that you will pursue these unlawful practices.
 
[redacted]

August 12, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted [redacted] to resolve the outstanding matter.  It is our understanding that [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s account was activated on April 26, 2014 and requested to cancel her service on April 27, 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 was charged for unreturned equipment in the amount of $322.86. At this point we have received the equipment and [redacted]’s account has be credited the disputed amount of $322.86 and that amount has been refunded to the card on file. We informed [redacted] of our decision on August 12, 2014. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.  Very truly yours,  Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

August 11, 2014

text-align: justify;"> 
[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, we attempted to contact [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]. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of the difficulties [redacted] has experienced with our service, we have issued (10) tokens to her account.
 
At this point, we will be unable to cancel the account without penalty.
 
We would need for [redacted] to contact me at the number below for additional troubleshooting or questions.
 
We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]

February 27, 2014
 
[redacted]
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 not contacted **. [redacted] per request 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 October 8, 2013. 
 
Regarding **. [redacted]’ concern of calling a number on the Hughes.com site, that site is generally for consumers that are not subscribed to Hughes’ service. There is a link on that site that says existing customers. By choosing that link, it will forward the customer to the customer care page where there is a contact number listed for billing and technical inquiries. We are not sure what number **. [redacted] dialed and we’re sorry that she encountered the wrong information. Hughes’ customer care site has been designed to be very user friendly and allow customers to receive an abundant amount of self-help.
 
For future purposes, the correct number to dial for customer support is ###-###-####. In addition our records indicate that **. [redacted]’ account currently has a credit balance.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  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]

March 25, 2014
 
[redacted]
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 fourth rebuttal letter to the Executive Customer Support division of Hughes, regarding **. [redacted]’ latest concern, Hughes’ subscriber agreement states that all charges associated with the account, not just monthly service fees will be billed to the method of payment on the account. Regarding **. [redacted]’ last statement as it pertains to what Hughes is authorized to charge, there is a continuation in the agreement that mentions other fees associated with the account. That verbiage is highlighted below.
 
“In the event that you used a debit card to activate your subscription, you authorize Hughes to initiate debit entries to your checking or savings account, as the case may be, for payment of the monthly charge for the Service. Hughes, pursuant to this authorization, will debit the monthly service charge for the Service from your account each month. In addition, Hughes will deduct from your account any and all early termination charges arising from termination of your Service prior to its required minimum term. Hughes will not be responsible for any overdraft or other third-party fees or penalties resulting from Hughes debiting from your account any amount authorized by this Agreement or any other agreement between you and Hughes. Hughes will charge a return fee for each debit that is declined by your bank. The return fee will vary from state to state and will be the maximum amount allowed in each state.”
 
As agreed upon, we have credited the amount of $16.80 to the account and that amount has been refunded to the card on file.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
Very truly yours,
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

On 11 May 2016, I sent a letter to Hughes.net in Gaithersburg, MD with a box containing equipment they wanted back, which was the modem, two sets of cables, and power pack. They also wanted the radio off the satellite dish but since I am disabled and did not want to shock myself removing it from the dish, they said they would send a technician to come remove it for a $100 fee. I had to return these "leased" items or I'd be charged a fee. Much to my dismay, on May 10, Hughes.net had already deducted $385.00 from my bank account which appeared on my statement at the end of the month. I had no idea. Several checks had to be resubmitted and I got transfer fees debited to my bank account since I have an overdraft account. When they receive these items, they'll refund the $385.00. Then when the tech did remove the radio, he could not take it with him, gave me a box, and ordered a label for me to return it to hughes.net on June 10. On June 13, I called about the label which the rep had to reorder since apparently it had not been ordered. Then a deduction of $7 was made from my checking account and Hughes.net said this was the balance due for the tech removing the radio from the dish. They told me it was $100 to do that which I put on my credit card. Not $107. Since I can't complain to the Revdex.com about dishonest business practices and monetary damages, I have to do it this way. So I'd like to make a complaint about the Revdex.com for not doing its job. If hughes.net ever called me, they never left a message so if YOU call me please leave a voice message. I have a landline phone, not a cell phone. You can't text me. Every time I call hughes.net I see another charge on my bank account statement. I'd better not see any more. I'm still waiting on the label so I can send back the radio part of the dish. The tech did take the dish and the pole. He was nice.

April 23, 2014

text-align: justify;"> 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
 
File# [redacted]
 
Dear [redacted]:
 
In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service.
 
“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.”
 
Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period.  Consequently, we believe that we have a contractual right to assess these fees.  However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.
 
In light of the issues **. [redacted] encountered with our service; Hughes will cancel the account without penalty. We would need for **. [redacted] to contact me at the number below with his preferred cancellation date.
 
**. [redacted] needs to return the equipment within 45 days to avoid being charged an unreturned equipment fee. A box and prepaid label will be shipped to him after cancellation.
 
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]

[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] Complaint: [redacted]I am rejecting this response because:
As stated previously, there have been numerous phone calls to Hughes Net with little to nothing done.  I feel 8-9 months is MORE than enough time for them to have resolved any issues there have been which they have not done and had made no attempt to do so until they were reported to the Revdex.com.  I have wasted too much time with them and will not waste any more.  I want nothing more to do with Hughes Net.  Regards,[redacted]

April 12, 2014
size="2">  **. [redacted] 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, to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns her HughesNet service.    Regarding request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, 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.   After further review, Hughes will waive half of the early termination fee.   **. [redacted] would need to contact me with her preferred cancellation date. In addition, the equipment needs to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and pre-paid label will be sent to the address on file for the successful return.   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]

May 23, 2014
 
**. [redacted]
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 rebuttal 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 the account and billing is registered to Olivia Jones. [redacted]’ service was activated on January 29, 2014. On March 4, 2014, [redacted] requested to cancel the service and accepted a retention offer to upgrade the service plan and receive a discount of $30.00 off for 12 months. On April 22, 2014 the service was canceled. As a result of cancellation within her contractual agreement, [redacted]’ account was charged an early termination fee in the amount of $385.00. 
 
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 $385.00 to her account representing the early termination fee and that amount has been refunded to the card on file. 
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

September 4, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID...

[redacted]  Dear Mr. [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. Leland has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that the service was activated on May 28, 2015. On July 19, 2015, Mr. [redacted]s account was cancelled. As a result of cancellation within his contractual agreement, Mr. [redacted]s account was charged an early termination fee in the amount of $400.00. Regarding Mr. [redacted]s concern with Hughes’ data allowance, Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). The policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Please be advised that there were never any issues found to be the result of a problem with Hughes’ service. It was documented that Mr. Leland had exceeded his data allowance and he was advised as such as of July 17, 2015.  Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on file. After the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $5.00 per month. “Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.”  Regarding Mr. [redacted]s request to cancel without penalty, please be advised that when Mr. Leland 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 Mr. [redacted]s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit of $400.00 to his account representing half of the early termination fee.  We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to the 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]

[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]
 Complaint: [redacted]
I am rejecting this response because: I have been sent to collections. Today I received a letter from [redacted], [redacted] & [redacted] dated April 21, 2014 indicating that "Hughes Network Syste** has forwarded your account to our office." This effort needs to be terminated and not reported to any credit reporting agencies.Additionally, it should be known, that a Hughes service rep checking my internet speed - the one time I managed to get thru - and quoting an upload speed 10x above what several independent speed monitors were reporting is like 'the fox guarding the hen house." When a company lures new customers by claiming "speeds up to 15x faster" I understand that even .1% faster service qualifies as a success on their part. But when service is documented to be substantially slower than a previous slow service, the provider has not fulfilled their end of the contract; therefore, they broke the contract, not me.
Regards,
[redacted]

[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]
 Complaint: [redacted]
I am rejecting this response because:
Please refer to my response to Executive Customer Support, [redacted] Hughesnet which is written in red font.  The green fonts highlight continued reference to "my cancellation" as if I could afford to pay for a service that was not working adequately or they failed to improved. The agency should look at how much money this company is making just from cancellations alone.  Interesting.....
July 9, 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]’s service was activated on December 30, 2013. On June 12, 2014, **. [redacted]’s account was cancelled.  This is a true statement I did establish service in 2013 BUT if [redacted] did a comprehensive review, he would have observe that I was an upstanding customer who paid for services at my prior residence. When I moved to my current address, I asked if they provided service for the area.  Hughsnet indicated they did so as an satisfied customer, I order service the new address.  The problems started in April 2014 when the NEW service was established at the new address. Most of my calls of complaint started then.  [redacted] also failed to address Hughesnet's failure to resolve any of my complaints over and over again.  Their resolution tactics involved blaming others such as the Router I used or Software issues or how I was using my internet activites.  [redacted] fail to address any of my actions or complaints established during that period at all.  He quickly jumps to June 2014. Well I established a new contract in April 2014 and based on my continued complaints their resolutions was to pay them more from $60 to $80.  Soon after, the problem was not corrected the speed usage were deplorable and they would degrade my system where as I could not even use it for simple web access.  [redacted] also failed to address that when I continue to complain again of the same issues and that they should have someone examine this problem or give me another modem....anything???  Their answer was to upgrade my package again ($108.00). Next my usage was degraded again.  [redacted] fails to discuss the poor service of their minimum speeds which became a constant issue with me at my new location.  How can I continue to pay for poor service which I feel that Hughesnet was providing.  I gave them plenty of notice and communication as well as follow-up on their excuses by contacting [redacted] and performing constant speed test. As a result of cancellation within her contractual agreement, (This is the language Hughesnet uses when a customer get tire of the systematic delays and non-resolutions.  When asked this from Hughesnet Representatives, "Do I want to cancel because I keep complaining and it appear that is the direction I am leaning towards. I answered several times no I want to get this issue resolved).  Then they would proceed to have me perform the same steps over again. Next call them back only to reach another Rep and they do the same thing....never a resolution.  **. [redacted]’s account was charged an early termination fee in the amount of $311.00. At the time **. [redacted] requested to cancel service there was an attempt to troubleshoot the service and an offer of a $30 service credit for eight months which were all declined. Hughesnet offer to troubleshoot again but they wanted me to do the same troubleshoot actions and call them back 3 days later which I knew I would get another Rep who had no idea what my problem was nor did they have a real resolution.  Also at the time, my service was degraded after 12 days of new service and the TOKEN (which are 1-2 gigs of data usage that would deplete within a hour or two. Also the $30 service credit did not meet my needs because I need the improved service I was paying for and not receiving.  I use my internet for business needs and the proble** created by Hughesnet and their lack of resolution FORCED the cancellation. All customers have 30 days to cancel service without penalty. I understood that customers had 90 days to cancel.  Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. Had I known that Hughesnet provide only minimum speeds at this location, I would have not agreed to this type of service.  I have a business to run.  “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” That's fine but when HSN continuously provide poor service, slow speeds, and fails to adequately resolve the issues, I should not be forced to pay for early termination. When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. Then it's quite simple, Hughesnet does not or can not provide me with the service I need at this address and mislead me to believe they did.  During peak hours, actual upload and download speed will likely be lower than speeds indicated.”
 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, I still haven't heard what Hughes recognizes regarding my circumstances.  I say this because I started complaining in April 2014 but [redacted] only refers to my call on June 12th as if I said nothing for over a year.  C'mon now....this issue started in April 2014 with the new service at my new and current residence. 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 $155.85 to her account representing half of the early termination fee. My difficulties cost more than the half of the credit or (token) you are throwing at me.  I have lost more monies following your recommendations, brought 2 types of routers due to your false blames, created a back log of internet orders due to Hughesnet inability to provide adequate internet service as was given to me before moving to the new address, impacted my business representation by apologizing to my customers for slow service which was no fault of mine or theirs, and the frustration of constantly dealing with Hughesnet Customer Support who continues to provide the same poor service and speed addressing their internet service. And what made matters worst, a Rep had the audacity to recommend I upgrade to a business account since I had exhausted all the residential packages.  Imagine that....3 upgrades in 3 months to do the same tasks I did at the old address. 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.  The best demonstration of preserving good faith as it pertains to me is for Hughesnet to completely drop the early termination Option and leave me alone.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. I beg to differ. I do not request closure of this issue until this matter is drop due to the months of issues and costs I have had to endure with Hughesnet. I do not do tokens, I do results.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Please feel free to contact me via email or Revdex.com regarding this complaint. Thanks so much...  Lori Very truly yours,  [redacted]Executive Customer Support[redacted][email protected]
Regards,
[redacted]

April 24, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File # [redacted]
 
Dear [redacted]:
 
In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service. 
 
Relative to **. [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans.  Hughes is unable to revise the Fair Access Policy due to shared bandwidth.
 
Unfortunately we cannot revert back to the original Fair Access Policy.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted] frustration and concern. 
 
After further review, **. [redacted] has been working with our community support team to uncover any underlying issues with her service. We have also added complimentary tokens to her 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. 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]