Forum Discussion

JL72's avatar
JL72
Freshman
5 years ago

Frustration with billing and this company

I am so frustrated with this comany Im not even sure what to do about it. I had two accounts with Hughesnet. We soon discovered having two was just really a waste and we cut it down to one. I then go...
Billing
inconsistent
no credit
Unreturned Equipment Fee
  • Jay's avatar
    Jay
    5 years ago

    JL72, 

     

    Thank you for reaching out! After taking a look at the history of your account, this is what I've found:
     

    • 10/18/2019 - You were charged $382.04 
      • This was for your two unreturned equipment fees as well as your bill for the month

     

    • 11/18/2019 - You were charged $168.54
      • $100 (not including tax) was charged for the de-install fee and the remaining amount was for your bill

     

    • 11/18.2019 - You were credited $225
      • $100 should have been for the de-install fee.
      • The $125 credit was applied as the agent thought it was a standard dispatch, not a de-install

     

    • 12/11/2019 - Both credits were removed; however, there are no notes detailing why

     

    • 12/16/2019 - You were credited $431.04
      • $325 for the Unreturned Equipment Fee
      • $106.04 for the De-Install

     

    The unbilled amount on the account is for an upcoming dispatch charge of $125 and the tokens you purchased. I will be crediting your account for the $125 to even that out, so in total, you will have $431.04 of credits on the account to account. These credits account for the de-install fee and unreturned equipment fees that you have paid.

     

    Please let me know if you have any questions concerning your credits.

     

    Thank you,

     

    Jay

     

     

Jay's avatar
Jay
Moderator

JL72, 

 

Thank you for reaching out! After taking a look at the history of your account, this is what I've found:
 

  • 10/18/2019 - You were charged $382.04 
    • This was for your two unreturned equipment fees as well as your bill for the month

 

  • 11/18/2019 - You were charged $168.54
    • $100 (not including tax) was charged for the de-install fee and the remaining amount was for your bill

 

  • 11/18.2019 - You were credited $225
    • $100 should have been for the de-install fee.
    • The $125 credit was applied as the agent thought it was a standard dispatch, not a de-install

 

  • 12/11/2019 - Both credits were removed; however, there are no notes detailing why

 

  • 12/16/2019 - You were credited $431.04
    • $325 for the Unreturned Equipment Fee
    • $106.04 for the De-Install

 

The unbilled amount on the account is for an upcoming dispatch charge of $125 and the tokens you purchased. I will be crediting your account for the $125 to even that out, so in total, you will have $431.04 of credits on the account to account. These credits account for the de-install fee and unreturned equipment fees that you have paid.

 

Please let me know if you have any questions concerning your credits.

 

Thank you,

 

Jay

 

 

JL72's avatar
JL72
Freshman
5 years ago

First i have to say thank you for taking the time to actually explain this. Its so frustrating to never obtain an explanation and to find out a credit you thought you had and spent so long on the phone with issues over is no longer there with no one having an explanation as to why. Even when the response is "we dont know why that happened" its still better than having no explaination.

 

However i thank you for going the extra mile and getting it taken care of.

 

Sincerely,

Judy Lawton

  • Jay's avatar
    Jay
    Moderator
    5 years ago

    I'm happy to help! Please feel free to reach out if you have any additional questions or concerns.

     

    -Jay

    • JL72's avatar
      JL72
      Freshman
      5 years ago

      Could i ask one more question regarding the de-install credit? So I actually paid for that already and that was taken out of my bank account a month or so ago and i was supposed to be credited back for what i paid. However now there is ANOTHER pending charge that you are going to credit it against. Yes that will wipe out the pending charge and zero that out but that new charge shouldnt be there anyway because i did not have any additional technician services scheduled. So I never really got that money back. You are only crediting the new one that has for some reason appeared on my account. So if you just credit 125 it to wipe out the pending balance its like not charging me for it (which i shouldnt be as its not an actual call) but im not reimbursed for my original payment. I hope that makes sense.  

      • Jay's avatar
        Jay
        Moderator
        5 years ago

        No problem, after further investigation, we realized that the charge for the de-install should not have been credited; however because it already has, an additional credit of $18.96 is required to balance the account. I can offer to give you a $10 discount for the next two months to account for this credit.

         

        Would that be alright?

         

        If you have any additional questions or concerns about your billing, I would be happy to provide a full breakdown from May until December. 

         

        Thank you,

         

        Jay