Hughes Network Systems

Review: We received verbal confirmation over the telephone that we would be under a one month no obligation trial (less installation fee of $99) and could cancel the service anytime within those 30 days. We cancelled after 7 days of service (of which only 2 days we were actually receiving service, the other 5 we received no internet connection). After we cancelled we were informed that we could return the equipment and receive a $200 credit for the equipment but that we would still be responsible for the other $261.97 owed. This is atrocious business practice to lure someone in with a 30 day free trial then not provide that. I feel that we are owed $161.97 back due to this practice. I agree with paying $99 for installation only. Even after we sent the equipment back in April 2013 we are just now receiving the $200 credit after a 40 minute phone call. We had made several phone calls previously but have always been mysteriously disconnected. I am appalled by the service that this company provides.Desired Settlement: Refund in the amount of $162.97

Business

Response:

August 21, 2013

Review: When placing the order for HughesNet service, I was told that if I purchased the equipment the was no 2 year agreement.

I placed the order December 4, 2012, and was also told that We would have the faster Gen4 in January. Didn't happen, then it was March and it still hasn't happened. Because of the download speed & limitations, I cancelled the service today 8-8-2013. I was told if I cancelled the service, we would have to pay a $295 early cancellation fee. I purchased the equipment because I would avoid the early cancellation fee (the leased equipment had a 2 year contract. My installation paperwork also say nothing about a cancellation fee.Desired Settlement: Refund of my $295 they were charging me.

Business

Response:

August 22, 2013

Review: I'm moving and I need to discontinue my Satellite internet service. After I told the customer representative my wishes, she transferred my call to a customer manager, I was on hold for over 3 hours and I finally had to end the call. I called back 2 times and my calls were dropped when transferred.

I'm also extremely dissatissfied with the speed of the internet. They lie to you, to get you to sign the contract, dial up is 100 times faster than what they offer. It's become imposible to use the internet, because is so slow. They never mention having to buy tokens for more speed.Desired Settlement: stop the service and cancell my satellite internet service contract, due to the fact that I'm moving to an appartment, and also because I'm so dissatisfyed with their service, and costomer support. I also should not have to pay contract breaking policies, due to the fact that I'm moving to an appartment, where I can not have a dish installed.

Business

Response:

September 17, 2013

Review: A sales person called to try to get me to switch to HughesNet for my internet service. I was apprehensive because have had issues with satellite service previously. They said that the first 3 months of service would be free. I have been charged twice on my credit card, and have only had the service for 2 months. I have contacted the company twice regarding this, and the situation has not been resolved.Desired Settlement: I would like to be credited the $50.60 they have charged me twice which would be a total of $101.20. I just want them to stand by what they originally told me when they called me.

Business

Response:

August 19, 2013

Review: Representative misrepresented the need to send a technician to my home, causing me to delay cancellation and costing me several months' payments

In October of 2012, I called HughesNet to cancel my service because 1) the satellite dish was not working and 2) I was using another provider for my internet. The representative indicated that before I could cancel, I would need to have a technician come to my home to get the equipment. That month I was traveling for my work and was unable to schedule a time to be home for the technician. I asked her to cancel the service and if I could call to schedule a technician at another time. She said that was not an option so I said I would call back to schedule another time to have someone come out. I realized it was my own fault that I did not call back the next month, but I got busy and did not call until now to cancel. When I did the representative said that there would be no need to send a technician out to pick up the equipment, that the equipment was owned by me. I think the first representative misrepresented the situation in order to keep me from canceling the service I feel like they at least should reimburse me for a few months of service cost.Desired Settlement: Two months of service cost would be reasonable at $120.

Business

Response:

September 26, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]'s account was activated on October 9, 2007 and requested to cancel her service on July 22, 2013.

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. There were no calls made to Hughes between October 12, 2012 and July 22, 2013. When **. [redacted] called on October 12, 2012, as a courtesy a one month service credit in the amount of $59.99 was placed on her account and she indicated that she would call back when she was ready to proceed. According to the notes on the account the agent was attempting to send a tech out to check her site for problems and not to collect the equipment. Additionally as a courtesy a credit of $59.99 has been placed on **. [redacted]'s account for her last month of service and that amount has been refunded to the card on file. **. [redacted] was informed of our decision on September 26, 2013.

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,

Review: Price and service is not the same as I was told before I signed a 2 year contract.

I was to I would have high speed internet. Now I'm told I only have 2 gig per month and then charged if I go over. I was told I was locked into a price for the term of 2 years and I found out it is going up because I have a promo price.I have a hard time downloading anything and as the month goes on it's even harder to download. I told the company how many computers I had before I signed up and he said it will run them all at high speed. I have never had this slow of service since dial up. Priced was changed on me and no one there will do anything to help, I have called many times and they just want to sell me more time (gigs)and pay more money for the service I was suppose to be getting already!Desired Settlement: I want my internet to work at high speed at the price I was told. Or let me out of my contract! You shouldn't have to trick people into getting your service and then do nothing about it.

Business

Response:

October 11,

2013

Review: After contacting the company multiple times for a box to return the equipment that was rented from them for internet service, I never recieved one. I canceled my service one year ago to this month and they just now charged my account for the equipment. When I called the company yesterday and spoke to a representitive for an extended period of time I was informed to mail the items myself and they would refund my money as soon as I provided a tracking number. When I called today with a tracking number I was told that the would not refund my money. After speeking with their supervisors supervisor I was told that their employee provided me with false information, and I should recieve the refund in 5-7 days.Desired Settlement: Refund my money with just the tracking number as I was infromed by their employee

Business

Response:

November

21, 2013

Review: We originally signed up for a "bundle" package through [redacted] to have our internet and cable "under" one contract, as to save money. A hughes net representative was sent to install a radio/satellite dish, as well as a modem on 7/30/2013. ( it was ordered on 7/24/13). On 9/15/2013, we sold the house ([redacted]) where the service was originally provided. Upon moving to our new location ([redacted]), which is a rented condominium, we were informed by [redacted]'s [redacted] HOA that hughes net was not a service we were allowed to have because it was a multi-dwelling unit complex. At that time, I called hughes net at ###-###-####, and spoke with a CSR who told me that we would have to pay a cancellation fee because we were terminating our account early. I explained that this was a bundle package through [redacted], and that we were not allowed to continue the service at our current residence. I asked to speak to a supervisor and was connected to "[redacted]", who stated that he was the account management department supervisor. He told me that we could not "get out" of our contract even though our HOA was willing to write a letter explaining the restrictions in our community. He was very unprofessional, and told me my only option was to pay the cancellation fee, and return to equipment. WE called back on 10/8/13 to cancel the account. Our bank account was direct debited a cancellation fee of $385 on 10/31/13 without our approval. I called back to complain about the fee, and debit, and was told that we were automatically signed up for direct withdraw, since our bundled account with [redacted] was set up the same way. I asked about returning the equipment, and was told that they would mail me a box so that I could ship the equipment back to them. I had also contacted [redacted] of [redacted] during this time to inform him of the excessive fees and troubles trying to terminate our bundled contract with hughes net. He advised me that when I returned the equipment, we would be credited $300. When I got the box from hughes net, it stated that I had to return the modem, cables, and the radio transmitter box. The radio transmitter box is located in a satellite/cable dish on the roof of the house that we sold. I called hughes net once again, and was told that if I didn't return the radio transmitter, that we would be charged and additional $200. I told them that they did not have permission to auto-debit any charges from our bank, and that I was unable to go to our previous residence, get up to the roof and obtain their equipment. The CSR told me that they could send one of their representatives out for another $100 fee. At that time, I again asked to speak to a supervisor, was put on hold, and then was told told that a supervisor would have to call me back.Desired Settlement: I have the modem and cable, and the box to return it in. I do not feel that it is fair to be asked to pay another fee to get the radio satellite, (or be charged an equipment fee for not returning it). I think that we should be reimbursed for the "cancellation fee" as well. I feel that I have been fair, patient, professional and reasonable regarding this matter. I don't know what else to do at this point, and am asking for help resolving this conflict.

Sincerely,

Business

Response:

December 9, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] had some concerns regarding her HughesNet service.

Hughes will be contact **. [redacted] to reach an amicable resolution regarding her complaint.

If **. [redacted] has any additional questions; 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,

Review: Hughes Net has now increased my charges from $107 to $307 for charges that should never have been charged. The company did not install my services. They could not get them up and running without damages to my house. I want this dealt with. This company has tried to charge my credit card and turned this over to my husband's credit.Desired Settlement: I DO NOT OWE THESE JERKS ANY MONEY!!!!

Business

Response:

December 18, 2013

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 about her account and is seeking a refund.

While the account went to our collections department; we don’t report to any credit bureaus and the [redacted]’s credit will not be tarnished.

We have confirmation pictures that the equipment was install at the [redacted]’s site and the installation sheet was signed agreeing that the install was performed successfully.

If **. [redacted] would like to send us pictures of her reported damages; she may email them to the email address below putting my name in the subject field.

A box was shipped to the [redacted]’s on 3/25/2013. If the [redacted]s need additional shipping material they may contact me at the number below for any additional questions.

We have issued a refund to the account in the amount of $100.48 on 4/26/2013 representing the service fee.

The remaining balance is for the unreturned equipment fee of $321.00. There was a disputed amount of $107.00. It appears the disputed amount of $107.00 was awarded as a refund to the [redacted]’s. The remaining amount of $314.00 will be issued as a credit once we receive the equipment;bringing the amount due to $0.00.

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,

Executive Customer Support

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

[email protected]

Review: I had been using Hughes Net satellite internet service for a remote vacation property for several years paying $79.99 per month and always utilizing their option to place my account into vacation suspension for 6 months each year.

In June 2013, working along side with my satellite system installer, [redacted], we contacted Hughes Net and requested to put a vacation suspension on my service and also to change my plan to their $49.99 service plan when I reactivate it on the next trip.

The customer service agent agreed to take care of both requests.

In July it became apparent that customer service never implemented the suspension as I received another bill. But this time the billing amount was neither the $79.99 plan nor the requested $49.99 plan but this time it was for a $69.99 plan.

I called Hughes Net again on July 20th and complained about the account not being in suspension and further for being charged for an incorrect plan. I was promised it would be taken care of.

Then in September another bill comes and again for $69.99.

I called Hughes Net again on September 16th to try to get it resolved once again.

I was advised by “[redacted]” that he would get it into suspension and also get the plan changed correctly and in addition issue me 3 months of $20 credit for their error (case # [redacted]).

In October I continued to get billed, and again for an incorrect amount. This time it was for $59.99 and again did not reflect any of the credit that “[redacted]” promised.

I called Hughes Net again on October 14th and talked to “[redacted]” (case #[redacted]).

I explained everything that had been going on since June and he laughed and said he could fix it by “re-aligning the parameters” and force it into suspension. He then requested that I call back in ½ an hour.

When I called back I was then informed that the reason the suspension requests never went into effect was because the service plan change request blocks their ability to put the account into suspension. Therefore they can’t even put it into suspension until I can physically get back to the satellite modem (which won’t be until next summer).

At that point I requested to cancel my Hughes Net account permanently.

Since I had been making auto payments for the Hughes Net service with my [redacted] card I called them up and explained what had been going on and opened a dispute for their charges back to June when I had first requested the suspension.

After several weeks they notified me that Hughes Net never responded to their inquiry so they granted that I was due to be refunded the charges back through June.

Then at the end of December I received a letter from a collection agency, "[redacted], [redacted] & [redacted]" that they are attempting to make me re-pay my money back to Hughes Net again.Desired Settlement: Stop trying to make me pay for the service they failed to suspend when I requested back in June and advise the collection agency there is no debt owed. An apology would be appropriate as well.

Business

Response:

February 5, 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 his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on December 9, 2009. On October 21, 2012, **. [redacted] called to have his account placed on a seasonal suspension for six months and it was indicated during the reading of terms and conditions that service will automatically resume after the six months expired. On October 22, 2012 [redacted] called and identified himself as the neighbor and dealer and asked to have service reactivated. On January 10, 2013 **. [redacted] called to request another suspension for six months. The service was reactivated in June of 2013. The account was billed in June of 2013 for the regular rate for the pro plus plan in the amount of $79.99. The July thru September of 2013 invoices were billed in the amount of $69.99 as a result of a three month service discount for $10.00. The October of 2013 invoice billed in the amount of $59.99 which included a three month service discount in the amount of $20.00. The actual service plans couldn’t be changed as requested because the modem needed to be re-registered and **. [redacted] wasn’t on site to be able to do that. **. [redacted] has disputed four of the five charges totaling $269.96 detailed in this letter with his financial institution and have been rewarded those funds by his financial institution. The charges are valid and per Hughes’ subscriber agreement we believe that we have a contractual right to assess these fees.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The main issue as stated in my original complaint to the Revdex.com and that [redacted] from HughesNet corporate office seems to be overlooking is that at the end of my vacation in June 2013 I again requested that my service be put back into suspension since I was no longer under any contract to which the HughesNet customer service agent I talked to agreed to do but never accomplished. The plan change was for future vacations once I requested my service re-activated.

Review: signed up for Hughes net with the promise of increased speed, needless to say that didn't happen even after an additional "upgrade". Called to cancel and nothing was discussed about a cancellation fee, the phone call was cut off (conventlently by hughes net???) and the hughes net rep NEVER called back to inform me of a "cancellation fee" My bank account was charged $385.00 WITHOUT my knowledge, tried to call them and get my money returned and they refused to refund $385.00, Call was made on 2-2-14 with reference #[redacted]

Numerous calls made to complain about the lack of speed of internetDesired Settlement: I would like to be refunded $385.00

Business

Response:

February 27, 2014

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.

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 has issued a refund of half of the early termination fee to the credit card on file in the amount of $192.50.

If **. [redacted] has any additional question he may contact me at the number below.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I"m amazed that I was charged $141 on April 8th 2014, when I had asked to have my service suspended back on April 28th. Sadly I recall when I had asked to have the my internet service suspended the young girl whom I was speaking with had immediately suspended my service before I could tell her WHEN I wanted to have it switched to being suspended. I had asked if they could switch it back on, I was told it would take 24hrs, I spent another hour on the phone with Hughesnet, I had a period of about 2hrs where I had an internet connection and then it was gone before the day was over

My service was to be suspended from April 2nd tip September 28th and I was supposed to be charged $9.99 a month, not $141.Desired Settlement: To end my contract.

Business

Response:

June 5, 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 service was activated on October 2, 2013. Regarding **. [redacted]’s concern about being billed for service he wanted suspended, it was suspended on April 30, 2014 and there is currently a credit balance of $85.78 on the account. The reason for the charge of $141.62 is because there is usage on the account for the full month of April up until it was suspended at the end of the month. We do understand that there may have been some misunderstanding initially when **. [redacted] called to request the suspension; however the service was used from April 2nd thru April 30th. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: When we purchased the product we were told it was a dependable high-speed service. At this point the service is so slow it is wasting all of our data just trying to connect and in order to get a good reading of a connection I was told I had to buy more data and I believe that is unfair, the product that we were soul is not what we were told it would be. I would like to get this taken care of either have some one come out and check the dish angle to make sure it works correctly I have some sort of refund and not be punished to discontinue service.Desired Settlement: Either the connection speed as promised or to cancel service and not have it go against me and be charged for something I was told it would do ,that it has not.

Business

Response:

August 25, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support reviewed the information contained in the letter and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to her account. If [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: Hughesnet is trying to charge me for canceling service even though I do not have a contract.

I called to cancel service.They said I have a existing contract.I have used this service for many years,when I complained about the quality they upgraded my equipment.I did not sign or verbally agree to any contract.This was discussed and was agreed upon before they upgraded me.Because the service was still poor I canceled the service when I was able to find a better provider.Hughesnet is trying to collect $235 from me for canceling a contract,one I do not have.Desired Settlement: For them to stop harassing me to pay a bill I do not owe.

Business

Response:

September 2, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted] In response to your letter to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. Please be advised when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware 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. After further review, Hughes has issued a credit to the account for the early termination fee; bringing the amount due to $0.00 [redacted] would need to 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] Sr. Executive Customer Support ###-###-#### [email protected]

Review: I called into the office on July 1st and made a payment of 53.70..because at that point I was told that is all I owed, that was the total of my bill...on July 4th, the company deducted another 53.70 from my debit card, checking account that they had on file, did not find this out until July 7th...when they caused an item to bounce and be returned unpaid by my bank..I called Hughes Net immediately upon finding this out to get the issue resolved..was unsuccessfull in getting a refund of the extra 53.70 that was taken out nor would they do anything about the NSF fee of 30.00 that was assessed me by my bank..I was told by Hughes Net the only thing they could do was credit my account and that I wouldn't have a bill in August...well today July 26, 2014..I try to get on my internet and find that I am suspended for non payment...called the Hughes Net office and was told I could only get reinstated if I paid another 53.70...Did not get anywhere in trying to explain to them that I wasn't supposed to have a bill in August..I mean as it was I am basically eating the 30.00 NSF fee because Hughes Net refuses to do anything about it..I am just really tired of going around and around with Hughes to try to just get done what they say they are going to do in the first place...if I don't follow up nothing is ever noted to the account and nothing gets done.

Product_Or_Service: Internet Service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

This is what I feel needs to happen. I would like1. a refund of the extra 53.70 that was taken out of my acct in July since obviously wasn't applied like they said2. a refund of the 30.00 NSF fee that they are trying to make me eat3. credit for the rest of my contract or they can cancel the contract/service all togetherI am just really disappointed in the way the matter was handled and hope they don't treat other customers this way to.

Business

Response:

September 16, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your 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, 2011. While reviewing [redacted]’s account, our records show that [redacted] called and had concerns about why she was charged twice in the amount of $53.70 on August 1, 2014. At the time [redacted] made that initial payment her balance due was $107.40 and the system is designed to use the credit card information to charge the current amount due. We have explained to [redacted] that dating back to September of 2013, her account has been one month past due and each time she makes a payment it leaves a balance from the prior month. As a courtesy we have credited the last balance of $48.70 leaving her with a $0.00 current balance. We have explained to [redacted] that she can expect to be billed for her September thru October invoice around the 26th of September and that going forward any amount on the current invoice not paid will create this confusion with the bill again. It was also explained to [redacted] that per Hughes’ terms and conditions of the subscriber agreement, Hughes isn’t responsible for overdraft fees from her financial institution. We informed [redacted] of our decision on September 16, 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]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

I had been a Hughesnet customer for several years, always paid my bill in full and on time. When I signed up for service, I was told that I was paying a monthly equipment fee that protected me from incurring charges should ANY of my equipment be faulty or damaged during the time as a paying customer. I allowed their "qualified" staff to install whatever they deemed necessary wherever they thought best. Recently, my family and I moved, and during this move the satellite equipment was damaged in a bad storm from a falling tree. When we canceled service (a week later)we wer asked to return the equipment we had been paying to rent. My husband had once explained the issue and later I had discussed the issue with Hughesnet's alleged customer service team. My husband was offered a charge of $100 for an unreturned equipment fee, later I was told that the equipment was covered, there would be no charge and I only needed to return the un damaged equipment that was located inside my home at the time, which I did, before their time frame. Two months later I was charged $212 for unreturned equipment. When I called I was told that I was charged the full amount because my husband didn't agree to the $100 offer the first time he called to report the issue (when we were still active, paying customers). I have spoke with them and finally they agreed to refund half of what I was charged but would not allow me to speak with a supervisor about what I had been told about the equipment being covered and there being no charge. NONE of the calls made were EVER handled by a service person that spoke English as a first language which made it somewhat difficult to deal with. No one ever explained to me why I had been paying for insurance on equipment all those years when it wasn't covered. Hughesnet has horrible customer service and none of their goals are anywhere remotely aimed at satisfying their customers.

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

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

Business

Response:

March 14, 2013

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

Business

Response:

March 18, 2013

Review: My computer broke in March of 2013 and I have not replaced it. At the time I contacted HughesNet because I wanted to cancel my internet service. I was informed that I would be facing an early cancellation fee since my contract was not up until July 2013. I then asked if there was anything I could do to avoid the large fee. Customer service informed that I could suspend my service pay a reduced monthly fee until my contract date came to avoid the termination charge. Now that the contract date has passed, I have closed my account with HughesNet. However, my final invoice shows not only a termination fee, but a prorated basic service charge for July as well. When I contacted customer service, they have no record of anyone ever telling me to suspend my service rather than cancel it, and that the information I was provided with was incorrect and that suspension does not count towards my contract time frame. When I told them that I had only suspended it at the suggestion of their own customer service I was told that they could do nothing about it. I suggested that they either 1) credit me the full termination fee 2) credit me the reduced monthly fees that I paid during the suspended time because had I been informed correctly from the beginning I would have just cancelled my account then rather than wait an additional 4 months.Desired Settlement: I wish to have the $160.00 termination fee waived.

Business

Response:

August 8, 2013

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

Business

Response:

July 2, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on November 21, 2012. On June 16, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $145.00. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $145.00 to her account representing the early termination fee. In addition, **. [redacted] has receiving a credit in the amount of $122.49 which has been refunded to the card on file. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,