Forum Discussion

stoke's avatar
stoke
Freshman
5 years ago

Needing to reach customer service

I've been trying to reach customer service for several days to cancel my service.  I've not gotten a response to any emails, phone lines have been busy everytime I've tried calling and after multiple...
  • Liz's avatar
    Liz
    5 years ago

    Good morning stoke,

     

    Thank you for your patience while this was an investigated. Something along the e-mail communications path was misdirected, which led to your e-mail stating the $400 ETF. You will be charged the correct $160 ETF. I'm sorry for the alarm and confusion, thank you very much for bringing this to our attention so that we can fix this.

     

    -Liz

     

Liz's avatar
Liz
Moderator

Hello stoke,

 

I appreciate you reaching out, I understand it's difficult getting through to a phone rep right now. I'm not sure what happened on your last call, I'm sorry that happened, as that's not normal. Maratsade's suggestion would be good to try, perhaps you'll get through again when there may be less folks trying to call in.

 

-Liz

 

 

stoke's avatar
stoke
Freshman
5 years ago

Thanks Liz. I was finally able to reach a representative to cancel my service.  We set everything up for cancellation and for me to be billed $160 for my early termination fee on April 11.  I received a confirmation email from HughesNet after the phone call confirming everything but it said that I would be billed $400.  I can't reach a representative again to clear this up.  Could someone point me in the right direction?  Thanks!

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    5 years ago

    stoke 

     

    How long have you had your service?  If it's been around 19 months or so, $160 sounds about right.  

     

    Liz should be back on tomorrow to take a look and clarify what's going on.  Or, you can try calling back, though it may take a while to get through, as you've already experienced, unfortunately.

    • SLF55's avatar
      SLF55
      New Poster
      5 years ago
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  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hi stoke,

     

    Glad to hear you got through. I'm looking at your case note and the rep did note the $160 ETF and it definitely should not be $400. I'd like to look into the e-mail confirmation that was sent to you that says this. Please screencap just the first paragraph (no need to include your name or SAN, just the paragaph) and post here and I'll have our e-mail folks look at this.

     

      Your cooperation, patience, and understanding are much appreciated.

     

    Thanks,
    Liz

     

    • stoke's avatar
      stoke
      Freshman
      5 years ago

      Thanks Liz.  I just sent you a private message with a screenshot of the email.  I would also like to note for whoever reads this thread that although I don't know the customer representative's name that helped me on the phone when I finally got through, I would like to say that she was extremely nice and helpful.  I feel like people probably only here negative comments with customer service, but this individual was excellent to work with. 

      • Liz's avatar
        Liz
        Moderator
        5 years ago

        Good morning stoke,

         

        I got your PM, thank you! Thank you also for taking the time to show appreciation for the rep who helped you on the phone. :)

         

        I'll dig into your concern more and I'll post back once I have an update for you.

         

          Your patience and understanding are much appreciated.

         

        Thanks,

        Liz

         

    • Liz's avatar
      Liz
      Moderator
      5 years ago

      Good morning stoke,

       

      Thank you for your patience while this was an investigated. Something along the e-mail communications path was misdirected, which led to your e-mail stating the $400 ETF. You will be charged the correct $160 ETF. I'm sorry for the alarm and confusion, thank you very much for bringing this to our attention so that we can fix this.

       

      -Liz