Criminal Customer Service

Hello Myesha,

Thank you for contacting us. I am sorry to hear you experienced this and I understand your position regarding the termination fee. After reviewing your case history, I see you canceled the account on 4/25/2019 and agreed to the termination without the request of a payment method switch. You were then eventually charged the full ETF on 5/9/2019 after the card declined the payment multiple times during this period, which explains the delay for the charge. Your request to switch the payment method was not made until 5/13/2019, even tho this would not alter the already charged ETF. It appears we explained that the charge was valid and could not be refunded. Compensation, if available, will usually take place on the call during your cancellation or before. Seeing as though the request and processing to switch the payment method was not made until after termination, a refund could not be authorized. I also see we recommended for you to have your bank reverse the charge, as you explained you needed that money for something else. The call ended after you agreed to take this step, however, a bank reversal was never made. 

While I do not discredit the issues you experienced, compensation is not available due to the fact the account is already terminated and the termination fee is valid, within the guidelines of our policies. Please review https://legal.hughesnet.com/ServiceTermsAndConditions-current.cfm for more information regarding these policies. 

-Damian