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Down & out over account lockdown

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Down & out over account lockdown

Sooo, this would be funny in some other time and space but right now it's just making me completely crazy. TWENTY DAYS AGO-- the same day I made a payment as usual on my account--my service stopped working. So I called customer service (of course they weren't calling me) and was informed that my service was suspended and my account locked automatically due to something about breaking rule 92: using 3 credit cards in a 12 month period that are in different names from different countries. Ok. This sounds like a simple thing to resolve doesn't it? I mean, they've accepted my payments, right? Should be easy enough for them to verify the source of the money. Yes, one would think. And of course it would be easy I was told. It will take 3-5 business days during which our corporate management team will review the account and have your service restored. So how funny and complicated is it that I'm now 20 days into this forced state of no wifi and believe me when I say, there's no end in sight. I have talked to 20 different agents who have literally said they have no information, had my case escalated 16 times, been promised a call back, been told no I can't call them because nobody knows the number (right?! One guy said he had a fax number..🤪) and last night a reassuring promise of restoration of service and end to this nightmare within 24 hours. So upon my yet another call to customer service just now at the 24 hour mark, you know what they actually told me? That it would be 3-5 business days, etc etc. OH MY GOD!!! Oh my god. To be clear, my one and only card that I've used to pay Hughes net for years now is issued by a real bank right here in Georgia USA and no, it isn't in a funky name or from a funky country. If I had an alternative to Hughesnet, I would be begging at its doorstep right now. But since I don't I guess I'll just keep going round and round on the 3-5 business day ride FOREVER. Someone just take me out of this misery!!!
Sincerely, 20 days worth of internet withdrawal
3 REPLIES 3
Distinguished Professor I

Re: Down & out over account lockdown

"using 3 credit cards in a 12 month period that are in different names from different countries."

 

Is this accurate or an error?  

 

The whole thing sounds insane, and I hope that now that you posted here, the site mods will be able to resolve this for you. 

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Moderator

Re: Down & out over account lockdown

@Alwayspayin,

 

Thank you for posting and welcome to the community. This is a very rare predicament. After reviewing your account it does in fact appear that your account was suspended due to fraudulent activity regarding the different cards and originating countries used within a certain time frame. We do refer to this as "Lock reason 92: Identity Theft Multiple Countries". I see that the team this was escalated to has been trying to unlock your account but are unable to due to a $63.54 amount that is owed. I would like to help you with this but the case is already being handled by a different department that I would not be able to interfere with. I understand your frustration with the amount of time you have been waiting to regain service, but our only option is to wait until you receive a response from the corporate billing department. I would also like to compensate you after this issue has been resolved, for the days without service. While I do not have an exact amount or method of compensation, I can guarantee something will be done for your troubles. 

 

-Damian    

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Re: Down & out over account lockdown