Hughes Network Systems

June 18, 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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Per the terms and conditions of **. [redacted]’s 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 review of our case records, **. [redacted] is currently working with William in our executive support department. We have performed diagnostics on his service to see if there are any underlying issues and continue to work with **. [redacted] to reach an amicable resolution.
 
We have issued a total of $176.48 to his account and there is currently a discount of ($10.00) off for 12 months.
 
**. [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]

July 2, 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 Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his cancellation.
 
Our Executive Customer Care representative reviewed all pertinent database records. 
 
“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.” We are unable to revise the policy.”
 
Please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination charge 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. 
 
After further review, **. [redacted]’s account was cancelled on 06/02/2014 and an early termination fee of $302.69 produced to the account. Hughes created a complimentary dispatch to retrieve the equipment.
 
In light of the issues **. [redacted] experienced with our service; Hughes has waived half of the early termination fee; bringing the amount due to $150.00.    
 
**. [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
[redacted]
executivecustomercare@hughes.

July 29, 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 and is seeking a refund for (6) months.
 
Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted].  Relative to [redacted]’s concerns, “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.”
 
“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.”
 
Regarding [redacted]’s request, Hughes has issued a refund for one month in the amount of $77.68. Unfortunately, we will be unable to issue a refund for (6) months.  
 
[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,
 
Ecole F[redacted]
Executive Customer Support
[redacted]
[email protected]

August 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 his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s service was activated on March 15, 2014. On July 29, 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 $355.00.   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 total credit of $224.21 to his account representing half of the early termination fee and a credit for the months charged of having zone alarm, pc essentials, and express repair. [redacted] will also receive a return kit so that he can return his leased equipment without having to pay for the cost of shipping the equipment back. 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 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]

[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: 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,
[redacted]

February 24, 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 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 account was activated on November 2, 2013 and requested to cancel his service on December 30, 2013. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00.
 
**. [redacted] disputed his entire charge from Hughes in the amount of $357.97 with his bank and was rewarded that amount from his bank. Hughes has credited **. [redacted]’s account in the amount of $244.93. The difference of $113.04 is for two months of service charges which are valid.  Once **. [redacted]’s leased equipment has been received his account will be credited in the amount of $300.00 plus tax and we have as a courtesy waived the early termination fee. **. [redacted] has been informed that the $357.97 dispute needs to be rescinded from his bank in order for his account with Hughes to be brought to a $0.00 balance. We informed **. [redacted] of our decision on February 24, 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]

BE CAREFUL DEALING WITH THIS COMPANY! First of all, when you call to shop their plans, that call will be handled by a third-party vendor. In our case, this vendor lied to us and told us that we would get 60 gigs of data every month with NO CONDITIONS. So, we started a contract. When the service was installed, we quickly realized that they were only allowing us 10 Gigs a month, with 50 gigs to be used ONLY between 2 and 8 am. When we called to complain, we got some person in a far off land who did not care one whit about what we had been told. Further, just getting someone on the phone who can address your problem will be a nightmare - complaint calls have to be "escalated" and despite what you tell them about your availability, your call will be returned when you are not home. Then, if you don't return the call in a short amount of time, they cancel the access for that call and you have to start again! So, having no choice, we decided to bite the bullet and use the service. The next issue began when ALL of our data began disappearing in rapid fashion, sometimes within the first few days of the cycle! We were not streaming video - just Facebook and other textual sites. Calls to Hughes revealed a Byzantine bureaucracy that seemed designed to do nothing more than frustrate the complainant so much that they finally give up. Doggedly we pursued, and then tellingly - they started issuing us tokens for free. That then clued us in to what we believed was going on: Call to complain and they adjust your account, ignore it, and all of your data allotment just....disappears. We would call to complain about SLOW speeds, and it would be fixed...for a few days. The real telling event about what this company is all about came in November, 2015. We left our home for the better part of a week to go away, and we unplugged the modem from the wall. When we got back, we saw that, according to our data meter and according to HughesNet, that we had used about a third of our data in that time..EVEN THOUGH THERE WAS NO POWER TO THE MODEM! The rhetorical gymnastics the CSR engaged in for that phone-call was something to behold. We fed them rope, asked them to explain the usage....they started their song and dance....and then went mute and ended the call when we told them that the whole system was unplugged and offline during that time! Finally, a few weeks ago, fiber cable became available at our home and we got hooked up. Immediately, and joyfully, we called to FIRE HUGHESNET! Yet, that is not the end. Immediately they charged our credit card for the cancellation fee. No problem - it was a small price to pay to see the back of them. However, two weeks later, we got a bill in the mail for that amount! Of course, the bill had all sorts of threatening language attached to it, including threats about our credit rating if we did not pay. We called them, and confirmed that the bill HAD been paid the moment we cancelled. So, we asked them to send us a receipt, or something to show that we had indeed paid the bill in full. This, THEY REFUSED TO DO!! Imagine that: These shysters won't even send a receipt showing a satisfied account. If that does not display their corporate character, nothing will. Finally - if you are still considering these hacks, make note of this number: 1-877-329-1403 This number gets you directly to a human being and no holds. We realize that for some folks, satellite internet is a zero sum game - either that or nothing. However, having had both E[redacted] and HughesNet, I would say that they are just both HORRIBLE companies to deal with honestly. Caveat Emptor!

...


March 17,
2014
[redacted]
Trade Practice Consultant
RevDex.com
1411 K Street Northwest, 10th Floor
Washington
DC 20005-3404
Re: [redacted] and [redacted]
File#
[redacted]
Dear **. [redacted]:
In response to your letter
to the executive customer support division of Hughes, It is our
understanding that the [redacted]’s have some concerns regarding
their HughesNet service.
Please be advised when the
[redacted]’s subscribed to the HughesNet Service, they expressly
agreed that they would be subject to an early termination fee in
the event they cancelled the service prior to expiration of the
service commitment period. Consequently, we believe that we have a
contractual right to assess these fees. However, in the interest
of an amicable resolution, Hughes agrees to make an exception
regarding our cancelation policy.
After further review,
there is a credit on the account for $366.56 which will offset the
early termination fee.
A box
will be shipped for the successful return of the equipment which
needs to be returned within 45 days of the cancellation date to
avoid being charged an unreturned equipment fee.
We
advised **. [redacted] of our decision on 3/17/2014.
We
sincerely regret any inconvenience that the [redacted]’s may have
experienced and are hopeful that our actions will serve as a
demonstration of our good 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]

We have used Hughes Net for close to 2 years. Their signal is hardly ever available. We can never reach customer service. You have to jump through hoops and wait forever to get a human on the line. We were finally able to get someone long enough to cancel with a 190 dollar fee. They told us we would have to remove the equipment"from on the house" and mail it back to them! I am a 67 year old woman with arthritic knees and hips! I have tried and tried to reach them to no avail. Can you help me?

June 3, 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 the return of her equipment. 
 
Our Executive Customer Support reviewed all pertinent database records prior to establishing contact with **. [redacted].
 
Due to leasing the equipment it is required that the customer return the equipment to avoid being charged an unreturned equipment fee.
 
After further review, Hughes has issued a refund of the unreturned equipment fee of $216.00 to the credit card on file 5/06/2014.
 
**. [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]

The account phone # is [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:
Regards,
[redacted]

June 27, 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 account is registered to [redacted] and was activated on February 27, 2008 and the service was cancelled on January 6, 2014.  Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. We are actively investigating **. [redacted]’s refund concern. Our records indicate two refund checks were sent to an address in Alabama in the amount of $235.60 and they have both been cashed. We are trying to determine all of the information involved with the issued and cashed checks and we will follow up with **. [redacted] within the next week. 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]

Complaint: [redacted]
I am rejecting this response because:While I understand that there is a fair usage policy, there are plenty of competitors that offer unlimited high speed internet. [redacted] offers internet at a lower price and a higher speed. If the reason there is a limit on bandwidth is to ensure all customers have a good speed, then how does allowing some to purchase "tokens" make any sense? I could surf the internet faster on a dial up (56k) service than I could on Hughesnet. I am surprised they still exist with the customer service and experience most have gotten. Just searching their name on [redacted] brings up thousands of complaints, most on their own customer forums!
In fact, I have went ahead and filed an FCC complaint against Hughesnet. 
Regards,
[redacted]

September 2, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID...

[redacted]  Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s service was activated on June 5, 2014. On August 5, 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 $330.60.   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 his account representing the early termination fee and last month of service. Please be advised that the last month’s charge is valid because the service cancels at the end of the bill cycle which would’ve been September 5th.  A refund of $385.00 will be 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]

April 29, 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 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.” 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.” In regards to **. [redacted]’s concern that Gen4 upgrades are significant increases in cost, the prices are actually about the same as each comparable service for both [redacted] and Gen4 service. The reason for the increase in **. [redacted]’s monthly plan was because she went from the Basic plan which was smallest plan available with her older service that was $39.99 and upgraded to the highest plan with her Gen4 service which was the PowerMax at $99.99. The Basic plan for Gen4 is listed at $49.99 per month. **. [redacted] called in September of 2013 to request a cancellation of service; however that process wasn’t completed because she didn’t speak to the department that processes cancellations. **. [redacted] continued to use the service and accepted a retention offer of $30.00 for 12 months in December of 2013 and subsequently canceled her service on January 29, 2014. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. I spoke to **. [redacted] briefly and while she wasn’t available at the moment, I will attempt to reach her again on the next business day to inform her that the extent of what we can do for her is credit half of her early termination fee in the amount of $162.50. No other refunds will be honored as requested in her letter.  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]

November 6, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] Case # [redacted]Dear Mr. [redacted]In response to your letter to the executive...

customer care division of Hughes, it is our understanding that Ms. [redacted] has some concerns about receiving advertisements.  After further review, we have sent a request to our marketing department to remove Ms. [redacted]’s information from our files. It can take up to (6) to (8) weeks for the correspondence to cease.   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]
[redacted]
[redacted]

We told them exactly what we used internet for, cyber school, Netflix, Hulu, ect. they said it would work for all the above. Stared having problems almost from day 1. Called them they say we have used all are data for the month, we have only had this since Aug.2. Every time we watch Netflix or Hulu we use it up. We made it clear to them that we have no cable and would only be watching the afore mentioned, that is no problem, they say. Now I'm told for more money they can upgrade or I can watch between 2am and 6am that will save data. We were told it would hardly ever go out unless we had a hurricane or tornedo, we have lost it 5 times because of very light rain and wind.

August 28, 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, it is our understanding that [redacted] has some concerns regarding her service. 
 
Our executive customer care representative reviewed all pertinent database records. “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.
 
After further review, we have issued the early termination fee refund to the credit card on file totaling $180.00. Unfortunately we will be unable to issue any additional refunds.
 
The equipment needed to be returned within (45) days of the cancellation date to avoid an unreturned equipment fee.
 
Ms. Artman would need to contact me directly for any additional questions.
 
We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
Ecole F[redacted]
Senior Executive Customer Support
###-###-####
[email protected]

August 7, 2014

"Tahoma","sans-serif";"> 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted] [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 additional concerns regarding her service.
 
As a result of her monthly service plan being upgraded; [redacted] bill increased in the month of July.
 
[redacted]’s plan has been downgraded and we have issued a refund to her checking account on file in the amount of $132.00.   
 
[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,
 
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]