Forum Discussion

Countryman's avatar
Countryman
Freshman
6 years ago

Over Charged

So my bill that was due on the 3rd.of this month per the invoice was $72.07. When I started to pay what was due,the payment would not go through because the total due was $77.07 on the hughesnet webs...
  • Damian's avatar
    Damian
    6 years ago

    Hello Countryman,

     

    Thank you for contacting us. I looked into this case extensively and reviewed the call where the second payment took place. It appears you attempted to make a payment of $72.07 before you called in. What I deduce from your case notes is that you did not receive confirmation of this payment right away, which caused you to think it didn't go through and call in. The agent you spoke with informed you a few times that the remaining amount was not due until June, due to the 30 day grace period for being on the invoice option. This was because the payment showed it went through on our side, leaving you with only $77.07 due. Later during the call, you submitted another online payment of $72.07. This essentially meant that you paid both the bill that was due and another bill early, leaving you with exactly $5.00 left. After you called in again and we investigated what happen, we applied a 3-month discount to compensate you for the confusion. In light of this, a refund will not be given. This is because the only payment our representative submitted for you, was for the remaining $5.00 and both amounts you paid on your own would have eventually been due on their respective due dates. 

     

    If you ever decide to pay online again and you believe a payment didn't go through, please call in immediately, before attempting to submit another one. 

     

    -Damian.

     

     

  • Damian's avatar
    Damian
    6 years ago

    Countryman,

     

    I definitely understand your complaint regarding online payment submission, as this can sometimes take a while to go through. Our engineers are working hard to improve and optimize this feature every day. I apologize for any inconvenience this may have caused you. 

     

    -Damian 

     

     

Damian's avatar
Damian
Moderator
6 years ago

Hello Countryman,

 

Thank you for contacting us. I looked into this case extensively and reviewed the call where the second payment took place. It appears you attempted to make a payment of $72.07 before you called in. What I deduce from your case notes is that you did not receive confirmation of this payment right away, which caused you to think it didn't go through and call in. The agent you spoke with informed you a few times that the remaining amount was not due until June, due to the 30 day grace period for being on the invoice option. This was because the payment showed it went through on our side, leaving you with only $77.07 due. Later during the call, you submitted another online payment of $72.07. This essentially meant that you paid both the bill that was due and another bill early, leaving you with exactly $5.00 left. After you called in again and we investigated what happen, we applied a 3-month discount to compensate you for the confusion. In light of this, a refund will not be given. This is because the only payment our representative submitted for you, was for the remaining $5.00 and both amounts you paid on your own would have eventually been due on their respective due dates. 

 

If you ever decide to pay online again and you believe a payment didn't go through, please call in immediately, before attempting to submit another one. 

 

-Damian.

 

 

  • Countryman's avatar
    Countryman
    Freshman
    6 years ago

    Alright from now on I'll be sure to call if my payments don't go through. Not trying to sound hateful or griping,but the bill payment feature is kinda slow or doesn't work right sometimes. 

  • Damian's avatar
    Damian
    Moderator
    6 years ago

    Countryman,

     

    I definitely understand your complaint regarding online payment submission, as this can sometimes take a while to go through. Our engineers are working hard to improve and optimize this feature every day. I apologize for any inconvenience this may have caused you. 

     

    -Damian 

     

     

    • Countryman's avatar
      Countryman
      Freshman
      6 years ago

      I understand,I'll have to pay more attention to what I'm doing. I'm glad that I have Hughesnet and happy with my service. Again sorry for sounding like I was complaining!

    • Damian's avatar
      Damian
      Moderator
      6 years ago

      Countryman,

       

      I am glad to hear you are happy with your service. We welcome customers like yourself to voice their issues in detail as you did. This helps us deliver information more accurately and resolve things quicker.  If you ever need assistance with anything else, please don't hesitate to reach out. 

       

      -Damian