Hughes Network Systems

March 18, 2014
black;"> 
[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 stating he was charged the early termination fee but his trial period should have been extended.
 
After further review, **. [redacted]  was issued a refund for the early termination fee of  $399.67 on 3/18/2014.
 
We spoke with **. [redacted] on 3/18/2014 and apologized for any issues towards his 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
###-###-####
[email protected]

May 14, 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 her HughesNet service.
Please be advised that when **. [redacted] subscribed to the HughesNet Service; she expressly agreed that she would be subject to an early termination fee in the event she 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 addition, customers are required to initial and provide their signature upon installation that they agree to the terms and conditions of our 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.”
 
After further review, the account is currently cancelled. After cancellation, we issued refunds of $177.50 and $84.99 totaling $262.49 which covered the early termination fee. The early termination fee charged to the account totaled $256.27.
 
Unfortunately, we will be unable to issue any additional refunds to the account.  
**. [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 Support ###-###-#### [email protected]

Recently I signed up with Hughes Network for my home office Internet solution. I subscribed to the "Prime" plan which offers 10GB/month data plan. When technician installed equipment and asked if I use corporate VPN, which I do, he said I should be fine with plan. As a software consultant, I am required to download software as needed to perform my job. Three weeks into the first month plan, I had reached my 10GB limit, but still had 50GB for off-hours from 2 AM to 8 AM. This does not work for me as I need to work during core business hours from 8 AM to 5 PM. Once the data limit has been reach, performance is dramatically reduced o the point where I couldn't perform my daily work functions. With 5 days remaining before my data plan was reloaded, all I could basically do was correspond via email, or limited browsing. When the data plan was reloaded for the next month, I was able to resume my work until about the 9th day into the second month, I reached my data plan again. This time I contacted customer service to complain about the data limitation, and asked what their biggest plan they had. I could pay almost triple the amount for just 10GB more. Their top tier plan neither fit my budget or my data usage requirement. With very little choice, I asked to speak to a manager about providing 100 to 200 GB of data each month, I was told they couldn't do this because each customer gets equal amount to be fair. As I tried to explain to them that even with 10GB (daytime) and 50GB (nighttime), I still wouldn't have enough to do my work. Each month various for me, and for them to make an assumption that my data usage will be the same each month is just simply wrong. I spoke to a customer service manager who basically was unwilling to work with me, and left me with no choice but to cancel my contract. Then they wanted me to pay $385 to cancel the contract because they failed miserably to ensure me that their "Prime" plan was sufficient for what I needed. I asked them if you're going to charge me $385 for cancellation, then you should give me $385 worth of Internet service until the fund runs out. I think that's a fair offer. I even agreed to $200 cancellation fee but they wouldn't take it. To be charged $385 for cancellation fee for only 1.5 months of service is extremely excessive. How else can you try out their product without being trapped into a contract? They offered no 30-day or 60-day money back guarantee if you're not satisfied with their product or service. My experience with them went from very excited at first to extremely disappointed at the end. My advice is to stay away from them, be cautious of their data plan and what they say will work for you.

[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 said this people are crooks, after the guy called from HughesNet  to come and pick up the devices from my roof on Friday morning, which make me not to own them anything, a collector called  me today  to collect the money from me for HughesNet.
Regards,
[redacted]

March 13, 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 his HughesNet service.
In order to clarify **. [redacted] concerns. **. [redacted] would need to contact me directly at the number below for closure.
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]

July 15, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted] Complaint [redacted]  Dear [redacted]...

[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 service is registered to [redacted] and was activated on June 15, 2013. On April 30, 2014, [redacted] contacted our technical support department to report that her service wasn’t working. [redacted] had an out of warranty service order to have a technician come to her scheduled to come to her site on May 15, 2014 and was charged the dispatch fee of $125 but it was credited on her Hughes account the same day to offset the charge. On May 15, 2014 our records indicate the technician closed the service order almost immediately after opening with no issues as the cause. We are investigating the matter to find out the specifics of the technician’s service order and corrective action will be taken as needed. At this point, we have issued a credit in the amount of $7.50 to [redacted]’s account to reflect the cost of the taxes associated with the $125.00 service charge.   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]

July 16, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404  Re:       [redacted] Complaint...

[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 service was activated on June 14, 2014. On June 20, 2014, **. [redacted] contacted our technical support department to report slow connectivity. **. [redacted] had an out of warranty service order to have a technician come to her site on June 15, 2014 to move the modem to another location. We have confirmed with **. [redacted] that the dispatch was completed. **. [redacted] was charged the dispatch fee of $125 and she has received credit on her Hughes account to offset that fee. **. [redacted] was advised to contact technical support to troubleshoot her service should she experience any issues after the completed dispatch. 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]

To who it may concern. My name is Clarence S[redacted] and I want to make a complaint about HughesNet. My experience with them has been horrible. They promise one thing and never have been able to up hold their end of the Contract. I have had so many problems with their internet service. I have called them many times to resolve this matter and they always have given me the run around. finally I had enough with this company. They can not service my area and they were also taking money from me that wasn't authorize. they quoted one price and they would with draw another amount. This company I would not recommend for anyone to use their service. They don't have Intergrity, ethics or morals. Thank you.

February 26, 2014
black;"> 
[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 HughesNet service. 
 
**. [redacted] states she had issues with her billing cycle. As a result, Hughes issued a refund to the credit card on file. In addition, we applied a credit for $20.00 off for (10) months.
 
Unfortunately, we will be unable to cancel the account without penalty.
 
We left a message informing **. [redacted] of our decision on 2/26/2014 and we are awaiting a return call.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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]

February 24, 2014
 
0pt;">[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 a review of case notes, we have issued a one month service refund to **. [redacted]’s account in the amount of $116.26 back to her credit card on file.  Unfortunately, we are unable to issue a refund for non-sufficient fees.
 
If **. [redacted] has any additional concerns she may contact me at the number below.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

THIS COMPANY LIES! THEY DO NOT INFORM CUSTOMERS YOU ARE IN A TWO YEAR CONTRACT. THE INSTALLERS TELL YOU THEY NEED YOUR SIGNATURE STATING WORK WAS COMPLETED AND THAT IS ACTUALLY YOU SIGNING THE TWO YEAR CONTRACT. THEY WOULD NOT GIVE ME TIME TO READ IT, THEY SAY THEY PROMISE NO CONTRACT...LIES LIES LIES!!!!!! ONCE YOU SHIP BACK EQUIPMENT THEY STILL CHARGE YOU AND THEN SEND YOU TO COLLECTIONS. I HAVE BEEN DEALING WITH THIS COMPANY FOR A YEAR IN A HALF NOW FOR ONLY 2 MONTHS OF SERVICE(SERVICE NEVER WORKED). I PAID A 389.26 CONTRACT FEE FOR CANCELLING I SHIPPED BACK EQUIPMENT OVER 8 MONTHS AGO AND NOW THEY SEND ME TO COLLECTIONS BECAUSE THEY NEVER RECEIVED EQUIPMENT BACK. THEY REFUSE TO LET YOU SPEAK WITH A MANAGER. THEIR CUSTOMER SERVICE SKILLS ARE AWFUL......THIS IS THE WORSE SERVICE PROVIDER I HAVE EVER HAD!!!!!!! DO NOT DO BUSINESS WITH THEM!!!!!!!!!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
 
They never sent me no email about the discount ending and was not suppose to end till the end of October I was told and wrote it down.  I also did call them and ask them to remove my Guardians stuff and they said they can't unless there is another credit card on the file and in that case they're lying and falsifying stuff to make them look better
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

June 20, 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, we have previously contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service.  Regarding [redacted]’s latest concern, we’re sorry that [redacted] feels as though the basis for her complaint wasn’t understood. It was acknowledge in the original response that there were some interactions between [redacted] and members of Hughes’ customer support that she wasn’t very happy about.  As we mentioned in our first response, we understand the importance of being given the correct information at all times. We take those matters very seriously and will certainly look into [redacted]’s interactions with our customer support and provide coaching as needed to prevent these kinds of escalations. [redacted]’s concerns will be addressed internally and corrective measures will be implemented as needed.  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]

May 7, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted] Complaint ID...

[redacted]  Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was activated on April 6, 2014 and requested to cancel his service on April 24, 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 be credited the disputed amount of $50.89 and that amount has been refunded to the card on file. A message was left with our decision on May 7, 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]

February 7, 2014
black;"> 
[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 Care division of Hughes,.  It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 
 
At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.  “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.
 
We value **. [redacted] as a customer. Accordingly, we are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating. 
 
In light of the difficulties **. [redacted] encountered with our service, we have issued a one-month service credit in the amount of $99.99 to her account. 
 
**. [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 Support
###-###-####
[email protected]

March 13, 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 service.
 
Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on September 5, 2013. 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. 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 each bucket ranges from 10GB to 20GB per month.
 
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]

July 29, 2014[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re:       [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 April 25, 2010. On March 25, 2013, [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment.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. With the service it’s not possible to troubleshoot, but the usage that occurred could’ve been a result of a virus on [redacted]’s computer, information collected from visited websites, or a variety of other factors. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $87.50 to her account representing half of the paid early termination fee and that amount has been refunded to the card on file. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.Very truly yours,Darron W[redacted]Executive Customer Support###-###-####[email protected]

December 15, 2016  Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404  Re: [redacted] File# [redacted]Dear Mr....

[redacted]: In response to your letter it is our understanding that Ms. [redacted] has some concerns regarding her service and the return of the equipment.  Our Executive Customer Care representative reviewed all pertinent database records. 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 within (45) days after the cancellation date. Based on the tracking number, only the modem (indoor unit) was returned. The outdoor until (radio) shows as not received.  However, we have made and exception regarding the return of the radio and issued a credit of $213.60. The current balance is $0.00.   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,E. F[redacted]Sr. Executive Customer Support[redacted]

justify;">Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, 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 Ms. [redacted] has some concerns regarding her HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that Ms. [redacted]’s service was activated on October 15, 2015. On April 14, 2016 Ms. [redacted] called to inquire about the cancellation policy stating that she was thinking of going with another service provider like others in her area. On May 23, 2016 Ms. [redacted] requested to cancel indicating having issues with the service. Please be advised that there were no previous issues reported to Hughes.
 
At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.  “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” 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. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [redacted] with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. 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). This 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. Hughes now has plans that include bonus bytes with up to 50GB.
 
On June 5, 2016 Ms. [redacted] was informed that as a courtesy in an effort to retain the service and provided an opportunity to troubleshoot the service to determine if there was an issue other than speeds which can’t be guaranteed Hughes would issue a credit for three months in the amount of $253.94 but if she still wanted to cancel service the early termination fee would be valid. As Ms. [redacted] has stated she disputed those charges with her financial institution and the reason why she was able to keep the funds was because Hughes credited the account in that amount.
 
Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [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. The early termination fee in the amount of $310.00 will remain as Hughes had no opportunity to address any technical issues Ms. [redacted] may have encountered beyond slow speeds prior to her canceling the service.
 
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.  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]

April 23, 2014

text-align: justify;"> 
[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 are unfortunately unable to contact **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 
 
In order to bring resolution to **. [redacted] complaint, Hughes would need the account number or phone number associated with the account. **. [redacted] may email her account information to the email address below putting my name in the subject field or she may contact me at the number below for closure.
 
Hughes is wholly committed to clarifying the nature **. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted].
 
Very truly yours,
 
[redacted]
Executive Support
###-###-####
[email protected]