Forum Discussion

Steve-E's avatar
Steve-E
New Poster
5 years ago

Bill went up, NOT what I was promised when I signed up

In May of 2019 I signed up with HughesNet through Ozark Satellite in Ozark Missouri. Before signing up I specifically asked if the billed amount would increase after a year. I was told it would not. ...
  • Remy's avatar
    Remy
    5 years ago

    Steve,

     

    Thank you for reaching out, and we understand your frustrations. I looked into your account and notes from the previous cases to familiarize myself a little more with the situation. While we are able to pull sales calls, we are only able to access calls from within the past 6 months. Since you've been a customer for over a year, I was unable to retrieve the call. To try and resolve the issue, I'll be placing another $15 dollar discount for 12 months, and will be crediting back the 15 dollars from the previous month. Our system doesn't allow us to permanently change the pricing of your service, requiring the discount. You'll need to call back before 6/15/2021, next year's June bill date, to renew that.

     

    I'll be making a note on your account as well for the rep you speak with, so they know to apply it as well without this issue arising again. That note will be under the case number 130006979, so please refer to that. In regards to the agents, we listen to calls to go over coaching and help them improve, so we appreciate the feedback on the two people you spoke with.

     

    Thanks,

    Remy

Remy's avatar
Remy
Moderator
5 years ago

Steve,

 

Thank you for reaching out, and we understand your frustrations. I looked into your account and notes from the previous cases to familiarize myself a little more with the situation. While we are able to pull sales calls, we are only able to access calls from within the past 6 months. Since you've been a customer for over a year, I was unable to retrieve the call. To try and resolve the issue, I'll be placing another $15 dollar discount for 12 months, and will be crediting back the 15 dollars from the previous month. Our system doesn't allow us to permanently change the pricing of your service, requiring the discount. You'll need to call back before 6/15/2021, next year's June bill date, to renew that.

 

I'll be making a note on your account as well for the rep you speak with, so they know to apply it as well without this issue arising again. That note will be under the case number 130006979, so please refer to that. In regards to the agents, we listen to calls to go over coaching and help them improve, so we appreciate the feedback on the two people you spoke with.

 

Thanks,

Remy

  • Steve-E's avatar
    Steve-E
    New Poster
    5 years ago

    Thanks for the reply, the confirmation and for HughesNet honoring their pricing promise. Also, thank you for reviewing the calls you could. I appreciate it.