Forum Discussion
Misled by sells rep about set up fees
Hello. I became a Direct TV customer a week ago, and was offered Internet with Hughes Net. I was told it would only be $99 and I would be billed for the rest later. I asked if I could call back, as I needed to discuss this with my Husband. A few days later I called back and asked to sign up with Hughes Net, as long as the $99 offer was still in effect. I was told yes, and I reconfirmed 2 to 3 more times with the CS Rep, that the charge would only be $99. He replied yes, all times. My CC was charged $257.98. I contacted Hughes Net and was given a break down of the charges. The CS Rep waived the monthly Equipment Fee of $9.99 for six months. That was very nice of her and I appreciate that, but I was honest with her in that a $158.98 difference was more than I can afford right now. She recommended I use this site and stated that they would be able to listen to the recorded message and assist me further. I would not have signed up if I had been told the correct amount and this has caused me a financial hardship. I hope you can assist me further as I now cannot afford to pay my Direct TV bill.
- This reply was created from a merged topic originally titled Misled by CS Rep in regards to intital fee.
Hello. I became a Direct TV customer a week ago, and was offered Internet with Hughes Net. I was told it would only be $99 and I would be billed for the rest later. I asked if I could call back, as I needed to discuss this with my Husband. A few days later I called back and asked to sign up with Hughes Net, as long as the $99 offer was still in effect. I was told yes, and I reconfirmed 2 to 3 more times with the CS Rep, that the charge would only be $99. He replied yes, all times. My CC was charged $257.98. I contacted Hughes Net and was given a break down of the charges. The CS Rep waived the monthly Equipment Fee of $9.99 for six months. That was very nice of her and I appreciate that, but I was honest with her in that a $158.98 difference was more than I can afford right now. She recommended I use this site and stated that they would be able to listen to the recorded message and assist me further. I would not have signed up if I had been told the correct amount and this has caused me a financial hardship. I hope you can assist me further as I now cannot afford to pay my Direct TV bill. - Hi jerryandrea,
Welcome and thanks for posting. We can certainly look into this for you. Can you elaborate further on what was promised on the call? It sounds like you were offered a $99 activation fee, but aside from that, there still is the monthly fee which includes the service and lease which would add up to about $60 a month. The additional big charge on your bill here is for the purchase of the router, which is $99. Was the promised to you free?
Thanks,
Liz - When I called Direct TV the first time, her exact words were, "it will be only $99 to sign up." When I called back, yes I was informed about the other fees, but again was told yes when I asked, "but today it will only be $99. I also received two order aknowledgement emails, one for $158 and one for the $257.98. The Direct TV rep couldnt figure that one out.
- Good morning jerryandrea,
Thank you for your patience while your call was reviewed. The results came back in and your claim was found as valid. I do apologize that the rep was not clear about the initial charges. How would you like to proceed? I can arrange to have your ETF waived if you would like to cancel your HughesNet service. If you want to keep the HughesNet service, I can give you credits for this inconvenience.
Please let me know.
Thanks,
Liz - Good morning,
Thank you for taking the time to listen to the conversation. I will have to go over my options with my Husband first. Just so I am clear, what do you mean by credits? Also, if we decide to cancel, will that include a full refund? - Hello,
By credits, I mean I can heavily discount your monthly bill for a limited time. If you decide to cancel, we can waive the ETF, no full refund.
-Liz - How much would the refund be? It will cost me $200 to go with another company.
- Hi,
If you call us at 866.347.3292 and reference this case number, 101733764, you can cancel without the $400 Early Termination Fee.
-Liz - Liz, the modem, power supply and radio also need to be returned in order to prevent being charged for them, correct?
- That's correct. Instructions for returning the equipment can be found here: http://customer.kb.hughesnet.com/Documents/1039586-0001v2_c.pdf
-Liz
