Untrustworthy Provider
We signed up for internet service in November 2019 and were told that we would absolutely love the service compared to our previous provider. Soon after our first month payment was drafted, a charge appeared on our bank statement from Identity Protect. We never signed up for any such service. The next month we were charged again from the same Identity Protect. I called our financial institution and let them know we did not order any such service and asked them to dispute the charges which they did. I also cancelled the card that was used. The ironic thing was that I only used this certain card for HughesNet.
I called HughesNet to let them know that I would not be updating my payment information because I felt that my financial information was compromised in their hands. I told them I would like to speak with a superior. They tried to get me to update my financial information. I explained I would not be doing that since I didn't feel that was the safe thing to do. I told her I wanted to cancel. I was transferred to another CS agent in charge of cancelling service. She also tried to get my information. When I refused and explained again, she told me I could pay by invoice for an extra $5/month. I explained how that would be of no help whatsoever since that would still be putting my information in their hands. She told me that I would have to pay $300+ to get out of my contract. I told her I refused to do that since my contract signed with the expectation that my financial information would be secure. I asked to speak to a superior. She put me on hold, allegedly to talk with a superior, came back and said the superior was explained my situation and would call me back in one to two hours. She said I would need to fax a copy of the bank statement with the fraud charges on it which I told her I would do. She tried to give me the fax number. I told her I was driving and that I would get it from the superior when she called me back. She never called back.
Before the compromised financial information scare, we were willing to fulfill our contract even though this HughesNet service is HORRIBLE!!! We explained to the installer the type of internet use we practiced...a little TV in the evenings, a few movies on the weekend, and Google surfing in the evenings. The installer said that we would be perfectly fine with the plan we purchased. We are not gamers, only have one TV going at a time, no kids are in the house using data. Two days in while trying to watch a TV program, the internet scrolled and scrolled every few seconds. We could not watch a simple program. We called HughesNet. They explained that our computer that we were using to tether to our non-smart TV was probably a 2G. (Our installer said that was a genius idea!) So we went out and purchased a new expensive smart TV...same issue. The new TV did not help. We called again. The CS agent said we would have to upgrade our plan. We did that. Still no help. We ran out of data in a matter of hours. Disappointed doesn't even begin to explain how we feel about this company.
