Complaints

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday 01/08/2024 I called Hughes Net to cancel my subscription to their home internet service. I was told when I called that I would be charged at early termination fee and final bill of $310.00 and I could have internet service until the end of 01/08/24. Shortly after my call I received an email saying I would be charged for another month of internet service and would have internet until 02/08/24. I called Hughes Net right away and was told because I did not call on 01/07/24 (Sunday) by midnight I would be responsible for not only paying the early termination fee but also another months worth of internet services. I called Hughes on 01/02/24 to find out what my early termination fee was and let them know I would be switching service to Spectrum. I explained that during my time with Hughes Net our data plan only worked about 2 weeks out of the month consistently. I believe Hughes Net is charging my card for another month of service on top of the early termination fee to retaliate for switching. I have attached my bill summary that shows my service and billing was through 01/08/24 so they have no ground in which they can charge for another month of service. I cannot unlink my credit card to avoid having this additional bill hit my card. I was fully prepared to be billed and to pay the early term fee of $310 but being charged for internet I will not be using is absurd. In fact we had planned to not have internet from the time hughes turned their service off until ******** came to hook up their services on 1/10/24. Please help, we cannot be the only consumer that Huges  Net has done this too.

  Business response

  01/29/2024

  January 29th 2024
  
  **. ***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re: *****************
  
  Complaint ID: ********
  
  ****************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that ************ has concerns regarding the HughesNet service. 
  
  After reviewing all pertinent information to this case we have come to the following conclusion. ************ stated that he canceled his service on 1/08/2024 and was charged for another month of service. Upon further review of the account we found that when ************ initially requested to cancel his service the account was set for standard cancellation. Standard cancellation is a scheduled cancellation of service that will take place on the next billing date. Furthermore we found that ************ called back later on the same day and requested the cancellation take place immediately and it was processed as immediate. During the course of our investigation we found that ************ was not charged any Early Termination Fees during the immediate cancellation of his account, we also found that the charges for the last month of service that ************ referred to in his complaint in the amount of $115.67 was refunded to the card on file on 1/27/2024. Since the account has been canceled and the fees charged to ************ were refunded HughesNet will not be taking any further action on this complaint as the issues ************ brought to us have been resolved.  
  
  We sincerely regret any inconvenience that ************ 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.
  
  Regards,
  
  **************
  HughesNet Executive Customer Care

  Customer response

  01/29/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The beginning of September i canceled my service with no balance due. On 10/6/2023 my account was charged $42.35. On 10/27/2023 my account was charged $94.17. I had no service in October. I contacted customer service and was told to *** the equipment back which I did on November 2 2023. I was informed my account would be credited both of these amounts upon receiving the equipment. I was credited $41.13. I contacted customer service and was told that I would not be credited the $94.17 with no explanation. How can I be charged for service that was canceled in September.Reference #*********

  Business response

  01/08/2024

  January 8, 2024
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:*****************************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have attempted to contact **************** to address the outstanding matter regarding charges after canceling the account and her request for a refund. Unfortunately, we have been unsuccessful in establishing contact with **************** and received a message stating the voicemail box has not been set up yet.
  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the September invoice generated on September 10, 2023 for a balance in the amount of $62.34 representing an upgrade from the 50 GB service plan to the 100 GB service plan. **************** contact HughesNet on September 12,2023 requesting to cancel the account. ********************** generated her cancel request and scheduled the termination for the end of her bill cycle of October 10, 2023. HughesNet received a partial payment for the September balance in the amount of $42.35 on October 6, 2023. An October invoice generated for $94.17 representing the remaining past due and October bill cycle. HughesNet issued a refund to the **** card on file in the amount of $41.13 on December 12, 2023 and $53.04 on December 16, 2023 totaling the $94.17.
  We sincerely regret any inconvenience **************** may have experienced and are hopeful refunding the October payment will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID *********. Thank you very much for your consideration.

  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Searching online for ISP at a potential new home rental for me. I work from home and and we have a set of requirements like speeds and applications to complete daily tasks. Prior to commiting to moving to the residence I spoke to Hughesnet rep. I was very specific about my requirements for work and told that I would have fast and reliable internet -no doubt in mind. So I move into the new residence, the HN tech gets everything up and running. Soon I notice I have really bad connection issues and can't use any of the apps that were discussed when I got the service. The sales rep bait n switched me. Since then they offered 2 solutions prior to canceling ...1. add a VOIP line, and 2. added 200GB upgrade to help w/latency. This got very expensive for me being pushed into a situation where they use deceptive practices to acquire customer, then can't fulfill the service, and then offer solutions that just increase the price and never fix the underlying issues. I spoke to a rep a couple weeks ago that cancelled my account who also assured me that I would not be responsible for the "Early Termination fee" and to just follow the return Merchandise instructions and be done w/this. Then I called again today to confirm this is cancelled and the manager says that I'm now responsible for the early termination fee that was already promised to be taken off of my account. He is also requesting that I put my demand in writing and send via fax ************ and they will look into it. I will also put my demand in writing but let this serve as a demand for eliminating the Early termination fee, the 447.82 balance, and clear instuctions to send back any merchandise. A bait and switch advertising (especially on a recorded line) is grounds for an action of common-law fraud, unjust enrichment, and sometimes a breach of contract. Also a violation of the consumer Fraud and Deceptive Business Practices Act.

  Business response

  12/28/2023

  December 28, 2023
  **. ***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  
  Re:       ***************************
  ******************************************
  Anthem, AZ *****
  
  Complaint ID: ********
  
  Dear ***********************,
  
  In response to your letter to the Executive Customer Care Team of Hughes, it is our understanding that *************************** has some concerns regarding their HughesNet account. Our Executive Customer Support representative reviewed all pertinent records on the customers account.
  
  Upon review of **. ******* case history and records we discovered that he was having issues with using Wi-Fi calling for work. Our agents informed him that Wi-Fi calling is not recommended on Satellite internet services due to the latency involved, to which **************** stated that he was not informed of latency being an issue for his services when he spoke with the sales team. We have reviewed the sales call, and they did provide the customer with a text of all terms and conditions of the services for him to review (these can also be viewed anytime at www.legal.hughesnet.com)and agree to before proceeding to enter his credit card information to sign up for the services. The sales agent also informed the customer that with satellite service, the data must travel up to the satellite and back, which will cause delays. When a customer is trying to do any online activity over satellite internet, the signal must travel approximately 88,000 miles, causing delays with any real-time online activities. For this reason, our HughesNet technical support team recommended that the customer obtain our home phone services to have a more reliable way of making calls over their internet service. When *************** contacted us on 10/20/2023 the agent he spoke with noticed that he was 2 weeks into his monthly data allotment and only had 26% of his high-speed data remaining and offered to upgrade his service plan to 200 GB at a deeply discounted rate to help him avoid being subject to the fair access policy and better suit his needs. While reviewing the data usage history for **. ******* account, it appears that he used 636 GB during the month of September, 303 GB in October, and 281 GB in the month of November (see attached). When a customer runs out of their high-speed data, they will be subject to the fair access policy which will slow down their speeds. The terms regarding the fair access policy state that All ******* Plans feature ************ Limits where the subscriber can continue to use the ******* without being charged for additional data usage. If a subscriber uses more data than is provided in their monthly plan, he or she may be prioritized behind other users during network congestion, resulting in slower speeds, until their data resets. Web sites will respond and load more slowly and certain activities such as video streaming or large downloads/uploads will be significantly impacted.
  
  **************** contacted our account management team on 11/17/2023 with the intention of paying his outstanding balance and cancelling his services. When the agent spoke with **************** about fees associated with closing the account,**************** stated he was going to be disputing those fees with his Attorney General, but he wanted the services cancelled in the meantime. At no point did the agent assure the customer that there would not be an early termination fee. The agent then explained that he will need to return the modem, radio, and power supply to avoid any future unreturned equipment fees. Our records indicate that a return shipping box with instructions and a pre-paid shipping label has been delivered at the customers service address in Mayer, AZ on December 15th. At the end of this interaction, **************** decided he did not want to pay the outstanding balance on the account but would call the following Monday to make a payment. The next time he contacted HughesNet was on 12/4/2023 and the supervisor he spoke with explained that he will still have the $385 early termination fee on his next bill, and still had the past due balance of $447.82.**************** stated that he would not pay any of the balance and wanted to submit a written dispute. The supervisor acknowledged his request and provided the fax number and information regarding the process. He also offered to waive the October bill for $244.34, bringing the balance to $203.48 so it would be easier for the customer to settle the bill, but **************** declined. Currently,HughesNet has only received an initial payment of $29.98 for the month of September and to set up the services, since then we have not received any payment for the services provided to him through the months of October and November. Since the account is now cancelled, he also has the $385 early termination fee. When signing up for services and agreeing to the terms provided, the customer agrees to a 24-month commitment. If they choose to cancel their services, they will be subject to an early termination fee of up to $400. These terms can also be viewed at the aforementioned legal site (see attached). This brought his balance on his HughesNet account to $832.82. As a courtesy, HughesNet will honor the offer that was provided to *** ****** during his interaction on 12/4/2023 and will waive the October bill. This brings his current remaining balance to $588.48. 
  
  We sincerely regret any inconvenience the customer may be experiencing. We hope that our actions will serve as a demonstration of our good faith. At this time, we respectfully request that our response to this complaint be accepted as closure to the case. Thank you for your consideration.
  
  Best regards,
  
  Executive Customer Care Team
  ************

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered internet service online from Hughesnet. I canceled the service through email on November 19&20,2023. The account # is ************. I finally got in touch with a guy when I called on December 2,2023. He stated that I will be charged $400 for termination fees. Told me to return all their stuff or I'll be charged $300. I told him I wasn't told about a termination fee,I'm NOT paying it and as for the material of theirs I sent a email to find out how to return it TWICE. He stated he didn't see any email. I went to the Hughes website pull up the Legal information and tried looking at the fees for termination but nothing showed. I WASNT told of the $400 fee and I don't feel I have to pay especially when I wasn't informed. I didn't pay anything for the service. They did!

  Business response

  12/21/2023

  December 21, 2023
  
  **************************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:*****************************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted **************** and she mentioned she was told to pay $400, pay $200 for something else, then another $100, and that she was not paying all that money.
  Our Executive Customer Care representative explained $400 represents the early termination fee. At the time **************** ordered service, the sales agent presented the terms and conditions of our 24-month subscriber agreement which contains specific language advising our customers that "If you cancel after activation but before the end of your 24-month term commitment, you will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after activation of the HughesNet Service. Thereafter, the amount will decrease by $15 per month for each month of active Service". The terms and conditions were understood and agreed to before the activation of the account. Additionally, a copy of the sales order with the link to the subscriber agreement is emailed to the customer for referencing purposes. Lastly, the installer captured a signature indicating the terms and conditions were reviewed and accepted [see attachment]. Consequently, we believe that we have a contractual right to assess this fee. Nevertheless, ******************** December 2, 2023 call review confirmed that the early termination fee has been waived.
  Regarding ******************** concern with paying $200 for something else then another $100, please be advised HughesNet was disclosing the equipment return policy. The HughesNet subscriber agreement at www.legal.hughesnet.com contains specific language advising our customers that "you must return your Equipment in good condition within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee for HughesNet satellite-only plans ($100 for the satellite modem and power supply and $200 for the satellite radio)". A prepaid shipping label, a box, and instructions were delivered December 20,2023 according to the *** tracking number 1Z7AF3880369738449. We explained the modem, power cord, and the radio transmitter must be returned no later than January 28, 2023 to avoid being charged an Unreturned Equipment Fee of up to $300.
  We sincerely regret any inconvenience **************** may have experienced with customer support and please be assured we will provide enhanced training to our support team to address these concerns. We are hopeful our actions will serve as a demonstration of our good faith.At this point, we would respectfully request 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 us.Please refer to Case ID *********. Thank you very much for your consideration.

  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hughes Net told us when we signed up for their service that are bill was due on the 26th of the month and also we told them we did not want auto pay. Here it is the 16th of November and debited money out of my bank account. They lie to get people to sign up for their service and that shouldn't happen.

  Business response

  12/07/2023

  December 07, 2023
  **. ***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:       *****************************
  ** ********************************************
  Albany, KY *****
  
  Complaint ID: ********
  
  Dear ***********************,
  
  In response to your letter to the Executive Customer Care Team of Hughes, it is our understanding that ***************************** has some concerns regarding their HughesNet billing. Our Executive Customer Support representative reviewed all pertinent records on the customers account.
  
  Upon reviewing the case and call history we found that **. and *********************** signed up for services on 10/15/2023. HughesNet was able to get the services installed and activated on 10/16/2023. Our records indicate that ********************** was informed the card information that he was entering would be used for a total cost of the upfront fee, first month of service, and rental fee minus any promotional offers already covered. The same card will be charged each month for your services.The sales representative also sent the terms and conditions to the customer and verified that they received them (these terms agreed upon during sign up are also available at legal.hughesnet.com). ********************** then called our customer service line on 11/16/2023, one month after the services were installed, asking why they had been charged their monthly bill. They stated that the due date is supposed to be 11/26/2023. The agent explained that the due date displayed on the website is with the 10-day grace period we provide to our customers in the even that they are unable to pay their bill on time, however the bill date will always be on the day services were installed. He also explained that we would be able to set them up for invoice billing, but that by default their services will be set up as autopay and that they should have been informed of this while signing up for services. **. and *********************** were upset about this and demanded a refund for their monthly service cost but were told that since this is a valid charge for the services we would not be able to process a refund. At that point, they requested to terminate the services immediately. Our account management team informed the customers that if we process an immediate cancellation well be able to issue a refund of the services once they return the equipment. However, the agent was unable to finish the cancellation process since the customer disconnected the call.
  
  HughesNet has agreed to offer the customer a $20 discount for the next 3 months as a courtesy for any inconvenience the customer experienced. We encourage them to contact us if they need to update their payment method or switch to invoice billing to avoid any confusion with their payments being withdrawn on the 16th of every month for their normal monthly service cost.
  
  We sincerely regret any inconvenience the customer may be experiencing. We hope that our actions will serve as a demonstration of our good faith. At this time, we respectfully request that our response to this complaint be accepted as closure to the case. Thank you for your consideration.
  
  Best regards,
  
  Executive Customer Care Team
  ************

• Initial Complaint

  11/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hughes Net billed my debit card 159.00 randomly, without my consent. The CSR said they had every right to do so because they saved my card from my last payment. They would not take the charge off. I filed a dispute with my bank and now I have to get a new debit card, which is ridiculous. I will be shopping for new Internet service and will have to send a money order to them in the meantime. Buyer beware!

  Business response

  11/29/2023

  November 29, 2023
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:*******************************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have attempted to contact *** ********** to address the outstanding matter regarding the debit card billed $159 randomly, without consent and her request for billing adjustment. Unfortunately, we have been unsuccessful in establishing contact with *** ********** because we received a message stating the voicemail box has not been set up yet.
  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate a payment in the amount of $75.00 was made on November 4, 2023 through the self help tools which activated the automatic payment feature. Therefore, the next bill statement that generated on November 10, 2023 in the amount of $92.18 was paid through the automatic payment feature and the account has a $0.00 balance. *** ********** spoke with customer support on November 10, 2023 and requested the automatic payment feature deactivated. HughesNet switched the payment method to invoice billing and disclosed the invoice billing monthly fee in the amount of $6.99. The next invoice will generate on December 10, 2023.
  As an executive courtesy, HughesNet issued a $25.00 service discount for 3-months and will expire with the February 10, 2024 - March 10, 2024 bill cycle. We sincerely apologize the automatic payment feature was activated through the subscriber self help tool.
  We sincerely regret any inconvenience *** ********** may have experienced and are hopeful adding a service discount will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID *********. Thank you very much for your consideration.
  
  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good morning,I have called this company on several occasions, all I want to do is cancel my account, return the equipment, and be done.Everytime I ask this, they continue to inform me that I will owe them money for a cancellation fee. I signed nothing. Im exhausted!!Thank you for your time ????

  Business response

  11/22/2023

  November 22, 2023
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:***********************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have attempted to contact *** **** to address the outstanding matter regarding the refusal to cancel, disclosure of the commitment terms, and her request to cancel. Unfortunately, we have been unsuccessful in establishing contact with *** ****.
  HughesNet appreciates the feedback regarding the customer service *** **** experienced. Our customer support should engage with our customers, to understand what the customer is looking for, meeting those needs efficiently while ensuring the experience is positive. We apologize for her customer service experience and please be assured we will provide enhanced training to our support team to address these concerns.
  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the account was activated on August 4, 2023 with the Gen 5 50 GB plan and the Affordable Connectivity Program. The HughesNet subscriber agreement at ******************************* contains specific language advising our customers that "Any such termination of a service plan covered by ACP will not be subject to a Service Termination Fee (but will be subject to any applicable Unreturned Equipment Fee). Subject to your payment of any applicable termination charges herein described and any applicable Unreturned Equipment Fee, you may also terminate your account and this Agreement at any other time and for any reason on written notice to Hughes" [see attachment]. In light of our investigation, the account ************ was canceled on November 4, 2023 with a $0.00 early termination fee.
  We sincerely regret any inconvenience *** **** may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID *********. Thank you very much for your consideration.

  Regards,
  Executive Customer Care Team
  ************

  Customer response

  11/22/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I WANT TO BE ABLE TO PAY MY TOTAL BILL ONLINE ON THE WEBSITE. WITHOUT HAVING AN ISSUE OR HAVING TO GIVE SOMEONE MY CARD NUMBER.

  Business response

  11/20/2023

  November 20, 2023
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:*************************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have attempted to contact **************** to address the outstanding matter regarding the inability to make a payment of the total balance online. Unfortunately, we have been unsuccessful in establishing contact with *****************
  Our Executive Customer Care representative reviewed all pertinent database records. HughesNet apologizes for the difficulty **************** had in making a payment of the balance online. Please be advised the telephone automated system and the online self help tool allows subscriber's to enter the amount they would like to pay [see attachment].
  We sincerely regret any inconvenience **************** may have experienced. At this point, we would respectfully request 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 us. Please refer to Case ID *********. Thank you very much for your consideration.

  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  10/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  the wifi isnt working properly, *********** 5 does work, wifi calling doesnt work, phone breaks up and people you are calling cant understand what you are saying. i tried canceling contract but they want to charge me $650. ive paid 2 months already and havent had a working system. after 8 calls to technical support the wifi is not working inside the house. i dont think i should have to pay a termination fee if the system has never worked properly.

  Business response

  11/20/2023

  November 20th, 2023
  
  **. ***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DS 20005-3404
   
  Re: *****************************
   
  Complaint ID: ********
   
  ****************,
   
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ****** has concerns regarding the HughesNet service.
   
  After reviewing the account, as well the sales call and an interaction with our retention department we have come to the following conclusion. *** ****** ordered Hughes services on 09/27/2023, after review of the sales call it was determined that the sales agent who sold the service to *** ****** did not read terms and conditions of service to him. We also reviewed the interaction *** ****** had with a retention agent on 10/12/2023 where his plan was upgraded to the 75gb service plan with a $15 next plan up discount. During this interaction the retention agent did not inform *** ****** that there would be an extension to his contract upon agreeing to the upgrade. 

  Due to the terms and conditions not being read to *** ****** in either of these interactions we will agree to waive all Early Termination Fees as *** ****** was not properly informed of the contractual obligation should he choose to cancel his service before completion of the contract.
   
  We sincerely regret any inconvenience the *** ****** 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.
   
  Respectfully,
   
  *************;
  HughesNet Executive Customer Care
  ************

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Hughes net about 22 months ago. I was told when I signed up that if I cancelled I would have a 45$ cancellation fee. Yesterday October 3rd 2023 I called to cancel my service and the representative sounded intoxicated. He kept me on the phone for an hour and was refusing to cancel my contract. He said they are going to bill me 400$ fee if I cancel. They would not provide an address to mail the modem back. I ended up hanging up on them after pulling my chain for an hour. I received a text message later in the day stating my account would be cancelled on 27 October 2023. I have already prepaid 166$ for the month. Since they are not going to prorate my account, I feel I do not owe them the 45$ for cancellation fee. I plan to mail the modem back to HQ in MD.

  Business response

  10/20/2023

  October 20, 2023
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:*********************************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted ********************** to address the outstanding matter regarding his customer service experience, his request to cancel and a billing adjustment.

  Our *********************** representative reviewed all pertinent database records and call logs. HughesNet appreciates the feedback regarding the customer service ********************** experienced. At the end of the call, our customer should feel a one-one discussion relative to their particular problem was provided and feel they have engaged in a productive, positive conversation. We apologize for his customer service experience and please be assured we will provide enhanced training to our support team to address these concerns.
  In light of our investigation, HughesNet create an immediate cancel for October 21, 2023 with a $40.00 early termination fee. It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions will arrive within 7-10 business days. Please return the modem, power cord, and the radio transmitter no later than December 05, 2023 to avoid being charged an Unreturned Equipment Fee of up to $300.

  Regarding ************************** request for a billing adjustment, please be advised HughesNet agreed to issue credit in the amount of $134.19 representing unused service from October 3, 2023 through October 27,2023. ********************** expressed he understood some of the credit will apply towards the early termination fee and the remaining credit will be refunded to his **********.

  We sincerely regret any inconvenience ********************** may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID *********. Thank you very much for your consideration.

  Regards,
  Executive Customer Care Team
  ************

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