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email lock out/exceptionally rude customer service

New Member

email lock out/exceptionally rude customer service

I received a letter today regarding one of my wife and I email accounts. It appears that we are at a Severity Level 2 status on one of the accounts.  They sent an Assurance Letter signature required stating that there is unusual activity on this account. My wife called and basically got accused of watching porn, sending spam and I don't know what else, beside berated and told

 " You have a responsibility for this! or we will cut off your internet.


We have been  long term customers and I have sent an email to the 24 hr support, demanding and apology phone call to her. I have learn over the years that as businesses record my calls for "training" to reciprocate with recording the call. We shall see if the apology comes through or look and listen on You Tube or your local news station to here the call

4 REPLIES 4
Advanced Tutor

Re: email lock out/exceptionally rude customer service

Wow! That is bad!

Even if a customer was watching porn, whatever they do lawfully on the Internet is entirely their business, and lies far outside of any CSR's authority or HughesNet's interests.

I get the part about spam if someone's computer is infected, or their Email account has been hacked or compromised. It happens, and it happens frequently. 

Regardless of this CSR's inexcusable behavior, are you absolutely certain all your computers are clean, and your Email accounts are locked down tight with secure passwords? If it was me, I would scrub my computer every which way I could, and then immediately change all my Email passwords to something really tough to crack.

I strongly suspect something else is going on... 
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
Associate Professor

Re: email lock out/exceptionally rude customer service

New Member

Re: email lock out/exceptionally rude customer service

wwwatkins, I am so sorry you were treated in this manner.  That is totally unacceptable.  I agree, a formal apology to your wife is in order.  I also agree, whatever you folks personally choose to watch or view is your business, not the service rep. on a phone.  I do hope you will give a chance to the official rep when they get online today.  I am sure they will do everything in their power to make this right by you folks.  I have personally received help here when nothing was done at all on a phone.  I wish you the best.
Moderator

Re: email lock out/exceptionally rude customer service

Hello wwwatkins,

We are very sorry to hear about your experience and we definitely want to look into this. Since you don't call very much, I think I have the right case here. Can you possibly confirm the agent's name from that recording you have? We want to make sure we have the right call when we ask for it to be reviewed. Once again I am very sorry for this experience but once we can listen to the call we can begin addressing the situation - in the meantime, I have re-activated her account so you will not need to send the letter.

Thank you,
Amanda