Hughes Network Systems

Review: I tried there service within the guarantee period of 30 days, and on the 20 day when I asked them to cancel the service they agreed but after 10 days they collected the money from the bank. with the help of visa I returned my money back.But now they are not sending me there address to return the hardware back and to close the contract forever.They don't provide email address to contact or mail address, the only contact they provide is by phone or fax only income to them.I sent them few faxes more than five to cancel the service and send me an address to return the hardware to you, but I received just a phone call which I refused because I cannot be guaranty it is from them and the subject is not registered.

Product_Or_Service: Internet service by satelite

Order_Number: [redacted] rev

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

send me an email with there address to return the hardware to them, and a letter confirm the cancelation of the service within the trial period.

Business

Response:

[redacted],: “After reviewing the customers’ account and case history, Hughes will be terminating this customers’ account to a date within the first 30 days and will waive his termination fees.” Any questions, please feel free to call me. Regards,….[redacted]Sr. Director,Customer Service###-###-#### (Office)###-###-#### (Cell)

Review: We had this company for a few years and the service was absolutely terrible, the price was $95 per month, and the service did not work properly I had to call them constantly sometimes as much as 2-3 times per week at an hour per call. When my local telephone company offered me centurylink high speed we switched, I called hughesnet and told them to cancel my account I have no clue what they have done but they are trying to bill me for $380 something dollars. I have no clue what these charges are for and to my knowledge I should not owe this balance, they just requested that I send back a part off of the satellite dish which is did via ups. This along with the bad service especially should more than make my account a $0 balance. This is a very poor service, poor customer service and the most costly internet service I have ever had. I am very unhappy with this group now they have turned me over to a collection agency.Desired Settlement: DesiredSettlementID: Refund

I just want my account brought to a $0 balance.

Business

Response:

December 17, 2013

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 account was activated on March 30, 2010 and requested to cancel his service on August 8, 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. The final balance on **. [redacted]’s account was actually $181.89 and not $381.00 as indicated in his letter. We have issued a credit in the amount of $75.16 leaving a balance of $106.83. Our records indicate that **. [redacted]’s leased modem has not been returned which represents the final balance on the account. Once we have received the leased modem, we will credit the account to bring it 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. 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]

Review: I signed up for Hughes net with the impression that it would provide me with a fast and efficient internet at a competitive rate to other providers. The service was slow, unreliable and misrepresented in the initial sales conversations. The sales representative told me it was the fasted internet available and the same service used by the U.S. military. After signing up I discovered the service only provided a limited amount of bandwidth per month. This was not explained in my initial interaction. Infarct the sales representative told me told me the service would be more then enough to suit my business and home needs. But we found that the service ran out about half way through the month. Because I was now bound by contract I tried upping the plan another $20 a month. This was still not enough. So I upped it again paying a total of $130 a month and it still ran out. I contacted them to say that they were not providing me with what they initially advertised. They said in order to cancel the contract it is a $350 charge which was also not clear when I signed up. I refused to pay and they sent my account directly to collections. At this point in time I have spent numerous hours on the phone trying to figure this out.

I have also signed on with another provider that charges $40 per month for unlimited internet that is much faster and reliable.Desired Settlement: I would like an apology. I would like to have the contract canceled without paying a fee as well as the last month refunded.

Business

Response:

February 7, 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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. **. [redacted] is requesting to cancel without penalty.

Please be advised 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 recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

After further review, we will waive half of the early termination fee. We will also send a box and prepaid label to the address on file for the successful return of the equipment which need to be returned within 45 days of the cancelation date.

**. [redacted] would need to contact me with her preferred cancellation date.

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 signed up for Hughesnet service in December of 2012. They installed the equipment only to have it fail to work properly. They sent someone out after a week and the service was restarted. within 24 hours the service began to disconnect again.

After a year of trying to keep internet service I am completely disenchanted with the service so I call to have them remove the NONWORKING equipment only to have them inform me that there will be a $235 charge to disconnect it and I am the one that has to take the equipment down and send it to them.Desired Settlement: I would like to know that my dissatisfaction has been heard at the highest level of Hughesnet. And I would like them to email me with an explanation of their behavior and charges. Why would I be charged $235 dollars to take down their equipment that doesn't work and be responsible for it until they get it back. LUDICROUS!!

Business

Response:

February 18, 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 her HughesNet service.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration.

“For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment.

You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.”

We have created a complimentary dispatch for **. [redacted] to successfully return his equipment. A certified technician will be contacting **. [redacted] at the number on file. The equipment needs to be returned within 45 days of the cancellation date. **. [redacted] may contact me with any additional questions at the number below.

We sincerely regret and apologize for 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: my son talked with huge snet to see if he would be able to get net flix they said yes never happened it did not go on line all the time my son had to go back and do a system restore.my son asked if he could play his video game they said yes that never happened . I wanted the phone hooked up and from that day Ii couldn't

and from day one I couldn't t receive any phone calls by the second day of having my son was on the phone with hughes net about two hoursthe phone would work one or two time s then it would be busy or the person calling in couldn't get through .so I called myself the next day and I have to talk to a recording asking if there was snow or ice on the dish.when I was listening to this I decieded then to cancel on the phone. everything hughes net said would work did not. and another thing the man my son talked to it would be a year contract. we decieded to cancel the hughes net. my son said the man he talked to told himit would cost 100 hundred dollars to cancel and a10.00$ each month left for the year . when I called to cancel they told me it would cost 339.17 the lady I was talking to told me they only have two year contract I asked her if I could talk to a higher up . I asked her three times she made me hang on . then she said they would take a month off and quoted 284.91 everything she said was a lie. hughes net took 339.17 . from my checking account this company lies . to me it was false advertising. they said we started paying in December just to make more money . my bank check into when I started paying. it was 9/23/2013 for 87.89 I truly believe I should be reimbursed for all they said we would have and didn't . sincerely [redacted].

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer 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 September 18, 2013. On February 15, 2013, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $355.00.

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 $177.50 to her account representing half of the early termination fee. In addition, there was a credit of $60.85 placed on the account resulting in a total credit of $238.35. That amount was 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,

Executive Customer Support

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

[email protected]

Review: Purchased [redacted] along with HughesNet internet service in a bundle, this was due to slow speed from DSL and I purchased a Smart TV. HughesNet and [redacted] told me this would be a good combination. DSL produced 3MG of speed and Hughes net was to be 5mg, have come to find that the Hughesnet satellite is slower than the DSL and sometimes doesn't work at all. I contacted hughesnet about the problem and they stated that I was getting 5mg of speed but the would up my service to 10, still the same service at my location. I contacted them again and they said I was getting the right speed. I explained that it was not working properly and I was dissatisfied with the service, but they said it was my equipment and told me to buy a better router and I explained to them that I already did and it is still not working as advertised. They said it was working and they would not let me out of the contract unless I paid 20 months. I explained that I should not have to do that as it doesn't work as advertised. They would not. I have since found a lot of the same type complaints from others that have used Hughesnet.

ps. I also asked them to come out and check it out for themselves but they wanted to charge me a service call which I feel is not right.

I have paid 6 months without service!Desired Settlement: make it work, as advertised or let me out of contract without further payment!

Business

Response:

March 17, 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 the [redacted]’s has some concerns regarding their HughesNet service.

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. HughesNet is not recommended for use with Virtual Private Networks, twitch or RPG online games, online trading, web hosting, or heavy file uploads.”

Regarding the [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 the [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

Hughes will cancel the account without penalty. A box and prepaid label will be sent to the address on file for the successful return of the [redacted]’s equipment. The equipment need to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.

We would need for **. [redacted] to contact me at the number below for her preferred cancellation date.

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: Here are my main complaints among many:

1) The advertised HughesNet Satellite internet speeds do not apply to [redacted] computers. I was not informed of this when I signed up for service. After months of intermittent and slow service, HughesNet sent me to a third party tech support to troubleshoot. The rep there told me that there wasn't much he could do for my operating system because [redacted]s are notoriously incompatible with satellite internet. Again, nobody at HughesNet had told me this when I signed up -- they didn't even ask about my computer.

The HughesNet rep with whom I spoke to close my account asked why. I informed her about the unacceptable service and the incompatibility with [redacted]. She AGREED with me. She said to me on the phone that she was aware of the issue with [redacted]s.

2) I closed my account on 02/22/14. I spent an hour on the phone with this rep telling her that I would not pay the cancellation fee of $400 for a service I was being forced to cancel because it didn't work as promised. After several agonizing rounds of her attempts to negotiate with me, I finally told her that I needed to hang up and would not be paying any cancellation fee. She could send me to collections, but I would not pay. On 03/03/14 HughesNet charged my debit card $225.50. I had told her specifically to eliminate any banking information from my account the day I had closed it. She confirmed that she had via email (see below).

3) HughesNet internet service was consistently shoddy. Service was intermittent. They sent me an outdated modem at first and it took months for any of their reps to catch on to that. The replacement modem still didn't improve service. While upload and download speeds may have worked as promised, and as I mentioned, the delay that happens with [redacted]s makes the service much slower than their advertised speeds.

I won't bore you with the rest of my complaints, but in summary, the four-ish months I spent with HughesNet were abysmal. They provide hands-down the most infuriating customer service (customer torture) that I have ever encountered in my life. I've never had a rep try to turn the blame for bad service back on me -- to tell me I bought too many data tokens, or have my computer on the wrong settings, and on and on. Better yet, the last person I spoke to told me that the poor service was due to my choice to change my modem. They will try ANYTHING to build a case against a customer. They must be used to people filing lawsuits.

Frankly I'm dumbfounded by the whole thing.

HUGHESNET CONFIRMATION EMAIL OF CLOSED ACCOUNT:

On Feb 22, 2014, at 4:54 PM, [email protected] wrote:

This is an email confirmation that your HughesNet account ending with [redacted] has been closed. Your final Invoice has been generated. For your convenience, you may view your invoice and make payment using this website: http://customercare.myhughesnet.com and click View/Pay My Bill Without Logging In. You will need your account number and zip code to access the website.

If you would like to reactivate your service, please contact us within 45 days.Desired Settlement: I want half the total amount I paid for service refunded, since I spent half the time I was a customer trying to make the service work, which was futile apparently since I'm on a [redacted]. The other times I spent settling for mediocre speeds and time-outs.

I paid HugesNet $963.33 in total over the past four months. I would like 1/2 that refunded by check, totaling $481.67. Since I got half the speed they promised, I think that's fair.

Business

Response:

March 18, 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 her HughesNet service and is seeking a refund.

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.

Regarding [redacted]’s request, Hughes will be unable to issue a refund for half of the service paid. However, as a courtesy we did waive half of the early termination fee on 02/23/2014 in the amount of $177.50.

There is a current balance on the account of $225.00 as a result of a disputed charge. This amounts needs to be paid to bring the balance to $0.00.

A box was sent to the address on file for the successful return of the equipment which needs to be returned within 45 days if the cancellation date to avoid being charged an unreturned equipment fee.

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,

Executive Customer Support

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

Review: HUGHES-NET HAS DAMMAGED A HOME WITH THE INSTULATION OF PRODUCT ONTO A HOME - HAS BEEN CHARGING FOR SERVICE FOR 9 MONTHS WITH NO ABILITY TO USE SERVICE

SIMPLY SAID > HUGHES-NET ATTACHED A LARGE SATELLITE DISH VIA SUB CONTACTOR TO HOME WHICH DAMAGED PROPERTY. HUGHES-NET HAS BEEN CHARGING FOR INTERNET SERVICE THAT DOES NOT WORK AFTER SEVERAL COMPLAINTS. HUGHES-NET HAS REQUESTED THAT I FILE A COMPLAINT VIA EMAIL WHICH WAS DIFICULT TO COMPLETE BECAUSE I DID NOT HAVE WORKING INTERNET. HUGHES-NET REFUSES TO COMMUNICATE VIA EMAIL HOWEVER THEY ARE AN INTERNET PROVIDER. THERE PHONE CALL WAITS HAVE TAKEN OVER 45 MIN GET A HOLD OF REPRESENTATIVE. THEY REFUSE TO REFUND SERVICE. THE COMPANY IS DIFFICULT TO WORK WITH A MANAGER TO FIND A RESOLUTION COMPANY CONTRACTS ALL WORK OUT SO THEY ARE TECHNICALLY NOT HELD LIABLE TO DAMAGE COMPANY HAS SHADY BUSINESS PRACTICE.

THE COMPANY HAS AGREED TO REMOVE THE SATALIGHT DISH OFF THE HOME. HOWEVER WITH DISCUSSION WITH TECH who is to remove the dish, He was to leave the dish and all cables attached to the house. He was only to dismount the electical propriatry componants. By this leaving the parts that did the dameage to the home still attached. By this they will not fix the repairs as requested. All the rest of the product on the house for leaving there waste on the home for me to both remove and dispose of.Desired Settlement: 1)I want damage to home fix (Roof Repair, Holes into home fixed)

2)I want refund for service not rendered for 9 Months

[redacted] is the account holder and she is my wife.

Business

Response:

April 23, 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 the account is registered to [redacted] and was activated on August 31, 2013. On April 6, 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 $340.00. 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 $340.00 to her account representing the early termination fee. In addition we have credited the account for two months of unused service as a courtesy and a refund of $99.98 was issued to the card on file on April 7, 2014. Regarding **. [redacted]’s concern of the tech removing the entire dish and patching the holes from the install, Hughes’ subscriber states that Hughes will only remove the radio from the dish. The location and install was signed off on. There is no documentation to support the service not working since the install in August. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support[redacted][email protected]

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:

Review: This is kind of a twofold complaint.

I received flyer I the mail about hughesnet services. I called and spoke with a gentleman and set up date and time for them to come out and install the satellite for internet services. when I called and spoke with them, I was told that I would receive the first 30 days as a free trial period and then for the next 3 months after the trial period was up my bill would be $30.00 plus a $9.99 fee for equipment use.

The service was installed on Saturday March 15, 2014.

I told him that the reason I was looking to get the service was that we lived in a rural area and couldn’t get anything except dial-up internet. I have a daughter that’s a junior in high school and she’s taking some online classes and we wanted it for that so that she could do them at home and not have to go out to the local library to use their wireless for our laptop. He told me that this would work great for that. Up to this point she sometimes would hotspot my [redacted] for this purpose and to synchronize with their website for her everyday assignments and this would be a great benefit.

The service didn't work properly, anytime we wanted to use the internet. I would have to unplug the modem, and unplug the router from the modem. leave them turned off about 5 minutes then plug in and turn back on then wait 5 - 10 minutes for everything to get ready then could go online. When I called in about this problem this is what I was told to do by several different hughes net employees.

My daughter was and continued to be unable to use Hughes net for classes, it wouldn’t synchronize with the academy where she is taking classes. So she would have to hotspot the [redacted]. I called and was on the phone for close to 45 minutes with technical support and they were able to help me that time, but the next time she went to synchronize her assignments it was back to not working. And once again we are back to hotspotting the [redacted].

I called Hughes Net numerous times in the 30 days with technical issues.

I gave my debt card information because he told me that they would have to put a $40.00 hold charge on it, but that it would be released back to me, which it was.

I told him that I didn't want automatic payment and I requested my bills to be paperless and that they would be emailed to me.

He told me that I would receive my first bill in Mid April after my 30 day trial period, it would be emailed to me and that it would be due within 10 days of the date that I received it.

I NEVER RECEIVED ANY BILLS. NOT A SINGLE ONE.

I called in several times last week and told them that I as unhappy with the service and wanted to cancel, but they kept trying to send me to technical support and then a guy said his name was [redacted], told me that I needed a higher package that the one that I chose didn’t have fast enough speed to do what needed it to. So ok this didn’t make sense to me, but he told me that he would double my package and that he would guarantee the price would be the same for my two year time frame.

He asked me to just try it and if it didn’t work then to just call back and they would be happy to cancel the service.

I said ok that I would try it.

On Friday April 18, 2014 I got a notice that my auto insurance couldn’t process my payment. I didn’t understand because the money was on my debit card. So I went online to look at my account and found out that on March 17, 2014 Hughes net had charged my debit card for the amount of $51.33 this was not an authorized payment. I wasn’t supposed to get my first bill until Mid April. And this was just two days after the satellite was installed. And also on this same day April 18, 2014 they charged another $52.11 to my debit card. My debit card expired in March 2014 and I had not updated my card information on their site because I was waiting to get my first bill via email and would go online and make my payment. I never received a bill. They just took this unauthorized money from me.

After finding out that they and to my thinking Illegally stolen between the 2 charges $103.44 from me and they still said I had an overdue balance of $69.96 when I had never received the first bill for anything and wasn’t expecting to have a bill due until around the 25th of April going by what I was told when I made the appointment for the installation.

When I called on the 18th of April 2014, they kept wanting to put me to technical support, but I kept telling them that I didn’t want technical support as I had spoken with them numerous times and the problem still existed and wasn’t getting fixed.

I wanted the service canceled and I wanted a refund for the $103.44 that they illegally took from me as I did not authorized these charges to be taken from my debit card.

He told me that they would cancel the service, but that they couldn’t refund the $103.44 because part of it was from a previous billing cycle. I said that I was not satisfied with that because I had not authorized either charge that I was supposed to receive my first bill (according to what I was told by [redacted] when I called to get the service) Mid April which would be due within 10 days of the date I received it.

To my feeling and thinking I did not authorize the charges and one of them was taken out over 2 weeks after my debit card had expired and I had not updated my info as I was going to be making my payments online when they were due and DIDN’T want automatic payment option so I would have control when my payment was made.

I want the $103.44 that they took from me unauthorized stolen refunded to me.

As of this moment Thursday April 24, 2014 at 4:03 pm central time not a single penny has been refunded to me.

I called and complained at last once a week since 3-15-14, I called 3 different times on 4-17-14 and called again on 4-18-14.Desired Settlement: I want to be refunded the amount of $103.44 that Hughes Net stole from me via unauthorized charges to my debit card. either by crediting it back to my debit card that they took the money from me the wasn't authorized or by them sending me a refund check for the $103.44.

Business

Response:

May 14, 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 March 15, 2014 and requested to cancel her service on April 17, 2014. We spoke to **. [redacted] in detail about our findings as a result of her complaint which included a sales call review. We are very sorry that **. [redacted] wasn’t able to use Hughes’ service and experienced frustration while dealing with customer service. **. [redacted]’s account has been credited in the amount of $52.11 and that amount was 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]

Review: WE are not at all happy with Hughesnet services. When we purchased the service the salesperson told us that we would have really fast internet. She also told us that we would be able to use a wireless router and use [redacted]. Well, our internet runs terrible (we have brand new computers). You can not get someone on the phone to help you and the only way to get through to them is on the online chat. Whenever you chat with them online you get bumped off and a new person keeps coming on. I finally received a SUPER SNOTTY phone call from one of their managers. My wife talked to her. Hughesnet was ready to just drop our service without helping us and wants to charge us the $300 for contract withdrawal. They had me troubleshoot the service and said they could not help me if it was not doing what I said it was doing when I was on the phone with them. They refused to send out a service person. They also said, contrary to the original salesperson, that using Wi-Fi is not recommended. So, they lied to us just to sell us the service. I wanted a technician to come out to our home to resolve this VERY TIME CONSUMING problem with troubleshooting our internet. I feel and know that something is wrong with it. They told us when they installed that sometimes the dish could get blown by wind or bad weather. This seems to be an issue, but they refuse to send anyone to the home. Our Wi-Fi does not work at all and we have a brand new lap top to show for it. We have brand new wireless equipment that also will not work now and the 2 people who installed the system said we would be able to use Wi-Fi with it as well. The Wi Fi is terrible. You have to be in the same room now for it to work at all. It's gotten worse and worse over time.Desired Settlement: DesiredSettlementID: Refund

AT this point we are seeking a refund to get out of the contract to end service with them. We are so upset and angry with HughesNet. They lied to us about the use of [redacted]. The original salesperson said we would have plenty of data and speed and use of WI-FI with the system. She said we would have up to 4 hours a day of watching movies/ you-tube or whatever.

Business

Response:

May 19, 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 August 10, 2013. On April 19, 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 $295.00. 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 $147.50 to his account representing half of the early termination fee and we have refunded that amount to the card on file. A message was left with our decision on May 19, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: Have been paying for 10mgb's download speed service for several months and made several calls to Hughes net about problem streaming movies. Hughes net assured me that I was receiving the top streaming package. I finally contacted [redacted] prime whom we stream through, and they performed a test that told them my top streaming speed was only at 1/2 mgb not the 10mgb I had been paying for. I contacted Hughes net and told them this, they proceeded to keep me on the phone for over 3 hours performing a bunch of tests myself until finally sending me to a customer site online that tested my download speed (they made me test 5 times) and the average download speed was indeed LESS THAN 1/2 MGB! I demanded a refund for the months I had been paying for service I was not receiving and to waive the termination fee and release me from my 2 yr contract. As I am writing I am still on hold waiting for a supervisor, [redacted]. [redacted] has told me that he can only waive 1/2 of the cancellation fee!!

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a full refund of the months that I paid for 10mgb download speed and only was receiving 1/2mgb. I wish I could receive compensation for the HOURS I spent on the phone explaining this problem over and over again!!!!!! I want the entire $300 fee for cancelling early waived **. [redacted].

Business

Response:

June 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted]’s and was activated on September 27, 2013. On May 2, 201, **. [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 $310.00. At the time **. [redacted] ordered his service, he had to agree to the ter** 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 DISCLAI** 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.” 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 circu**tances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $155.00 to his account representing half of the early termination fee. 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:

[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: I feel the entire early termination fee should be waived, not just 1/2. I was paying for 10GB service and was only receiving 1/2 GB service. I have had numerous issues with download speeds starting the first month of service. I placed several phone calls to customer service regarding this issue and there resolution was that I pay for "tokens" to increase my speed! I feel this company is deceptive in promising services that they clearly can't deliver yet continue to collect $. Not too mention the 4 hours I was on the phone with their customer service dept. AND had to explain my story over at least 4 times due to my call being mysteriously "dropped" while speaking with a customer service rep. Very poor customer service and failure to deliver service promised. Please waive the full early termination fee, anything less is unacceptable!

Regards,

Business

Response:

June 13, 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 attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Regarding **. [redacted]’s latest concern, we previously indicated that Hughes doesn’t guarantee speeds. 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.” **. [redacted]’s understanding of purchasing tokens isn’t accurate. Tokens are purchased to release an account from exceeding the data allowance. 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. Unfortunately, we are not able to waive **. [redacted]’s early termination fee in its entirety based on her circumstances. However we did waive half of the early termination fee as a courtesy on May 2, 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[redacted][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]

Due to the ridiculous amount of time that I was on the phone to customer service regarding this matter (over 4 hours) and having to explain my scenario over and over at least 4 times to 4 different reps, I would like additional credit to my account. My customer service experience was very poor and unacceptable. If I received a representative that I could understand and spoke fluent English, it was rare. No too mention, the numerous times my call was suddenly "disconnected" and I had to call back and explain my situation ALL OVER AGAIN! As I stated previously, I spent over 4 hours on a Friday night desperately seeking answers and resolution to my problem. Please, Please hire Americans that speak fluent English to work in your customer service department, it is very frustrating for consumers to try and effectively communicate with them over the phone. I thank you for measures you have taken to resolve this with mutual satisfaction but it is not enough based on the anguish I endured regarding this encounter. I am not satisfied nor will I ever recommend Hughes net to any of my acquaintances EVER.

Review: [redacted]

I am rejecting this response because:

See above

Regards,

Review: Was told would meet all my needs and wants,did not know about time limits until was timed out while using internet.then called was told of limits.

Was led to believe would meet all expectations was not told of limits until happened.service was initiated late April 2014 I think. I paid through a debit card which I cancelled because of this problemDesired Settlement: Because of not specifying all things I would just ask for the reminder of the contract to be nullified.

Business

Response:

July 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 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.

Review: deployed and ended contract. Told to fax orders. 2X Faxed. No acknowledgement of RCV. Phone rep or boss has ability to contact billing.told to wait.

I deployed recently, and ended my contract with Hughesnet. Told to fax a copy of my orders to a number. I did it twice. I called the [redacted] and was told by a representative that there is no way for them to contact billing nor the manager, because they (billing) do not accept phone calls or email; just facsimile. Requested a manager to follow up on this and to CC my email address to show that a person is following up on my complaint. Was told that it was not possible by the representative named Jaz O[redacted] and a representative prior to he. (July 9th) Told that there is no way to even email or postal or [redacted] mail these documents to them to have it physically sent. After sending the documents twice and no confirmation from the company it is startling to believe that there really is a fax machine and billing department. I was charged a termination fee of 559.00 USD from my account and now there is no human correspondence as to the receipt of my 2 facsimile's. My termination date was late June 24, 2014. with my account number being. [redacted]. My payment method was by credit card. I even faxed my email address with the 2 cover sheets. I am in a position now that I cannot get to a fax machine overseas. This is a pretty large company which should not have such a lowly way of communication between each department. I am constantly transferred to other departments with companies like [redacted], [redacted],and even [redacted]. I believe that there is a minimum effort being generated once funds are collected from the customers. [redacted]Desired Settlement: I am only seeking:

1. A complete refund of my funds

2. For future customers Hughesnet should change the way that they handle cancelled accounts and how they intercommunicate with their other departments.

Allow certified mail; allow [redacted], [redacted], USPS, etc to hand deliver these required documents and not solely a fax machine. (pre millennium technology)

3. Lastly more confirmation ie...ticket number (complaint) or even follow up calls....kinda like when I started my account when there was

Business

Response:

August 4, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service and is seeking a refund for the early termination fee. In recognition of [redacted]’s circumstances, Hughes agreed to make an exception regarding our cancelation policy. After further review, we issued a refund of $461.53 to the credit card on file dated 07/29/2014 representing the early termination fee. [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 Care ###-###-#### [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 steps that it took to fix this issue should not be experienced by even the most pessimistic customer that they have. I have called a number of times (should be on record) and faxed three times with the same response. So when I was finally given an email address from only one representative of the Hughes Net service it finally went thru. My rejection is for the remainder of the customers in my position that have been called up to deploy overseas and given a bogus facsimile number from these guys. This needs to be fixed by this company ASAP before a simple Better Business Complaint becomes a class suit.

Im not trying to go against the Revdex.com but I ask that u reevaluate this company because they are not Honest,they false advertise ,they over charge u taking from you w/out permission to do so if you go to their website or to Corporateofficeowl.com you will see what iam writing about.I couldnt find one positive review.I will have to say they have a coup[le representatives that care and fix their issues.I have been with them since Aug and haev only had issue after issue from billing to service!They are the only providers in my area so im stucj!!! Thanks I feel M[redacted] helped me w/muy concerns and depending on how the phone call w/corporat\te goes I mighty b back to update this!!

I recently chose hughes net for my internet service. I had a service appointment from 8am-12 to install. At noon the service person had not shown up, so I called the number provided. He told me that he had me down for a afternoon appointment. I had received 2 emails verifying date and time of my appointment. He said that he would be there at 2pm. I waited until 500 pm and he had still not shown up. All called to him went unanswered. I work the graveyard shift, which means that I had to go to work without any sleep. This was the worst/unprofessional service call I have ever had.

I have had Hughesnet for a little over a year now only because it's the only internet provider in the area in which I live. This is by far the worst customer service I have ever experience.
On the day that our bill is generated we begin receiving harassing pop up pages on our computers which are followed up with pop up's threatening to send us to soft collections. In the event that we may be a few days late in the payment we can barely maneuver around the internet only to be faced with page after page of Hughesnet pages.
We deal with this every month, we have filled out customer service surveys with no response and have made several calls to supervisors asking for better customer service.
As a paying customer the service that I receive in my opinion is harassment and makes me feel like I'm a deadbeat who doesn't pay my bills ( not the case) and that Hughesnet seriously could care less about having my business with them and showing that they would like to keep me as a customer.
I would strongly tell anyone to stay away from Hughesnet if you have any other option.

I also fell into their trap, the worst people to work with can't get a straight answer out of anyone. Called with no service for 2 weeks after a storm, no heavy winds, to have tech. (after paying $125.00 service fee) tell me the company who installed the dish didn't anchor it to the roof, got an email from that company, well, never called me to set up appointment, finally called Hughes Net back and guess what they wanted another $125.00 to come out again, kept telling the person (who couldn't speak English) all I wanted was the phone number to the people who installed the dish, well finally got it. Called the company and they couldn't look up my account because I have had Hughes Net for more than 2 months their files only go back that far. So I have to go through H.N. first and pay another $125.00 to tell me what I already know. Not going to do that. I also have TV with a dish that doesn't move at all. All I want is the dish attached and pointed the right way, I didn't do anything wrong but they expect me to pay again to fix their problem, and I have to suffer for it, I am raising a grandchild and don' have all kinds of money lying around. So I guess I will have to pay the $300.00 for a early release from my contract just as soon as I can.

Do NOT use this company. Not worth the hassle!!! They over charged me for the equipment that I can't get off my roof. They will charge me 100 to come get it. What?! Or I can pay 200 for the equipment.
The internet speed stink. Do not use them EVER!!!

Review: When the dealings were first going on with Hughes Net, we explained our rental situation and that a one year contract was all that we could commit to fulfilling. They agreed. They told us we could do a one year contract, not pay for the installation of the dish, and after the year go on a month to month plan. They then proceeded, when a year was close January 8th, to tell us we would have an early termination fee if we stopped our service. We called on March 5th and got that same information. On March 7th my spouse called and the gentlemen told her there was no 2 year contract, that the one year contract was up, and there would be no termination fee. I have tried calling the department that handles terminations of services. I had called several times but, do to their customer service being overseas, I have been unsucessful in my attempts. I did reach a representative through a chat online who assured me that someone would call me back in a few days. I have not recieved a call and it has been almost a week. I called today and recieved word that my services were terminated. The fee that was charged to my account for April's service (73.54) would be applied to an early termination fee. Again, I dispute the fact that I had a two year contract. I asked for the contract that I signed to be sent to me in the mail and I was informed that this was impossible. I was informed that my bank account was charged 185.95 to make up for a $250.00 early termination fee. Just as a side note: 73.54 plus 185.95 = 259.49 ($9.49 over $250)Desired Settlement: The funds should be turned to my bank account. There should be no further actions necessary. I completed the one year contract as agreed upon back in 2012. I paid regulary for one years service. I do not owe a termination fee nor a fee for April.

Business

Response:

April 25, 2010

Review: ON JULY23rd I ORDERED WIRELESS SERVICES FOR MY BUSINESS. THE REASONS I PLACED THE ORDER ARE , a) THE REP ASSURED THAT THE SERVICES WILL BE PROVIDED WITHIN 3 DAYS. b) THE PRICE OF $ 95 APPOROX FOR THE SERVICES WITH NO ACTIVATION AND INSTALLATION FEES.

9 DAYS LATER, AUGUST 1 st, THE INDEPENDENT CONTRACTOR OUTSOURCED BY HUGHES SYSTEMS, NOT ONLY COULD NOT PROVIDE THE SRVICES ,COLLECTED A FEE OF $50 DOLLARS. IN ADDITION SHE WANT ME TO INSTALL A SYSTEM FOR $ 3000 TO PROVIDE INTERNET SERVICES FOR MY BUSINESS. I ASKED HER TO REMOVE ALL INSTALLATION AS I DID NOT AGREE FOR THE PRICE QUOTED OF $ 3000. ON AUG 1st, I CANCELLED MY ORDRE VIA THE EMAIL SEND TO ME. ON AUG 2nd, I EMAILED MY SECOND REQUEST TO CANCEL MY ORDER. I ALSO CALLED THE SALES DIVISION TO CANCEL MY ORDER ON AUG 2nd. ON AUG 4tH I SEND IN MY REQUEST FOR $ 50 REFUND THAT I PAYED FOR THE CONTRACTOR. TILL THIS DAY THEY ARE BILLING FOR SERVICES I DON"T HAVE. ON 10/23/13, I FAXED MY EMAIL FROM AUG 1st, 2ND, & 3rd, REQUESTING MY ORDER BE CANCELLED. THE NUMBER THAT FAXED WAS [redacted]. MY REFERENCE NUMBERS ARE [redacted] AND [redacted].Desired Settlement: I WANT MY CHARGES TO BE CANCELLED AND ACCOUNT TO BR RECONCILED. $ 50 REFUND FOR THE INSTALLATION TAKEN BY THE CONTRACTOR.

Business

Response:

After reviewing the customers' order and related documentation it is clear there was a misunderstanding between the sales agent and the customers expectation on the services ordered for $79/month.

Because of this missunderstanding, Hughes will be retroactively cancelling the service to August 2 and crediting the associated service fees.

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,

From: [redacted]

Date: Sat, Nov 16, 2013 at 9:20 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

I accept the response.