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

     

     

JL72's avatar
JL72
Freshman

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

      • JL72's avatar
        JL72
        Freshman
        5 years ago

        I truly do not understand what you are talking about. Why should it have not been credited? I was charged for an "intall" instead of a deinstall. That should have been refunded but instead it was refunded then cancelled. Then a new bill appears saying i owe an install fee again although nothing new has been done. and then should never have seen another charge on this account as there was no further technician.

         

        Now im facing a new, well not new but new as of today. This same issue with the returned equipment fee. So on the 16th i called in and i was finally told by an agent that my refund for my returned equipment fee would be refunded and in my account as of December 18th (today). She kept me on hold for over an hour while she talked with the advanced billing department (this was right before i posted this original message) and of course its not there. I spoke to someone on chat (case number 125954992) who told me they show it ready to be processed but i had to call in to request it (again). So i just called in and after being on hold again while the agent had to once again call advanced billing i was told i cant get my refund because they need the tracking number for the original equipment. Im so frustrated right now i am ready to go to the better business bureau. We have already been down this road. They are trying to say i never sent back my radio transmitter in the box. I of course did because why the heck would i pay 125 additional for someone to come and take it down if i wasnt going to send it back. It all went out in the box hughesnet sent to me along with the label they sent. Now somehow they have told me in previous calls that they have my modem (in the same box) so obviously they have the tracking number somewhere!! The agent i talked to at the beginning got the ok to manually receive it and this was supposed to be as simple as calling back in 48 hours after it was posted to my account and requesting a refund (this is what i was told). Of course that is not how it went down. Its been a week since then and now they have me back at square one telling me i need a tracking number. This is MY money and it is a credit already on MY account. I want this money back in my account or im taking this as far as i have to. I cannot deal with this anymore. And yes im saving all these messages.