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Poor Billing Practices and customer service

New Member

Poor Billing Practices and customer service

I have never in my life dealt with a company that withdraws the payment from your account on the day they send you your bill, which clearly states the due date is 10 days later, leaving you no time to dispute the charges or make sure you have enough funds in your account.

Also the two times I contacted customer service about this I was lied to or not given all the information. The first time the woman neglected to tell me that they would pro-rate my account because I wanted the payment pulled on the due date not the issue date, but all they did was change my billing period. The second time a different woman said she would send me an email with my invoice 10 days before it was pulled and I never got any email until today when they pulled the funds out of my account. Because of this I incurred $70 in overdraft charges on my bank account and received a measly $30 credit. But the biggest thing is that if you want to cancel your automatic withdrawal (which I never signed up for in the first place) you have to pay an additional $5 a month.

I am very disgusted with this company and their business practices and I will not recommend Hughesnet to anyone.
27 REPLIES
New Member

Re: Poor Billing Practices and customer service

This is why I rarely ever sign up for auto withdrawal for any bills at all. I do have house insurance and car insurance come out automatically but that is all. I have been messed up way too many times myself with trying to let TV or Internet be taken out automatically. I am on fixed income and the family members who are working do not make much so we really cannot afford to have auto payments. We do have to be late in paying some times just to avoid being neg. at our banks. 

But I have never heard of having to pay an extra $5 monthly to cancel an auto withdrawal, unless you mean that they charge that $5 because they send you a bill. If this is the case, there is a way of not having to pay that, just ask for paperless billing and you won't have to pay the $5. Some even still send you a bill without charging if you sign up for paperless billing, at least AT&T does with my phone bill, why I don't know. I don't mind getting the bill though as long as I don't have to pay that $5.

I have never let hughesnet take auto withdrawals from my account, so I really don't know if something like that might happen to me or not, but don't plan to let them do it anyway. I really have not looked that good at the bill to see if I am paying an extra $5 because I do get a bill each month from hughesnet, but if I am then so be it. I would rather pay that than go through all the problems with overdrawn bank account.

I too have always said that I would never recommend hughenet to anyone even knowing that where I live we really don't have any other choice.  There are enough people who cannot really get good internet that they are not hurting for people. So I am not sure that even bothers them at all. 
New Member

Re: Poor Billing Practices and customer service

Hi Janice, I never signed up for it or agreed to it, they just did it. Then when I wanted to cancel it she said I would have to pay an additional $5 a month. I don't believe in paying extra fee's that do not cause any extra work on the part of the company. Its a rip off
Alum

Re: Poor Billing Practices and customer service

Hello Deb,

Welcome to the community and thank you for the post.
We would like to look into this further to address this concern. Could you please post one of the following -  a recent case number, or serial number of your modem so that we may look into this?

-Warren
New Member

Re: Poor Billing Practices and customer service

Hi Warren, the case number I have is #42570821 I believe that is for the credit for the overdraft fee's but can't remember and its the only one I have.
Alum

Re: Poor Billing Practices and customer service

Hello Deb,

Thanks for the info. We will investigate this and post back result on here when complete.
Your patience is appreciated.

-Warren
New Poster

Re: Poor Billing Practices and customer service

Warren Hughes has done this from the beginning of time, any customer that uses auto pay has their account debited on the day the bill is generated and not the actual due date, and will popup late payment reminders on your screen until its paid even though its not really due. I have commented and complained about this practice for years and have been told by the billing department that its the way the software is setup and the only way to get around it is to prorate your bill and move the due date so you bill is generated on the day you want the payment to come out. which is just wrong. the auto pay should not try to debit your account until the due date and it needs to be fixed
Alum

Re: Poor Billing Practices and customer service

Hi Deb,

We appreciate the feedback and your post regarding the concern. I did verify your case number regarding your overdraft fees on 7/2, that the retention credit was given at that time.

To all, we will continue to investigate each case individually regardless of issue, and apologize for any miscommunication. The billing protocol has been put in place for accountability for each customer transaction and service HughesNet provides for it's customers. 

If you feel that there is a discrepancy with the billing amount, please call Customer Care to dispute: 866-347-3292.

Please let us know if there are any other additional concerns you might have.

- Warren
New Poster

Re: Poor Billing Practices and customer service

NO NO NO you dont get it Warren I have reoccurring auto payments  for several companys Hetflix, Hulu, and Hughes and Hughes is the ONLY company that debits my account on the date the bill is generated all the others debit my account on their actual due date 
New Poster

Re: Poor Billing Practices and customer service

This is a very poor billing practice by Hughes and needs to be fixed not just swept away with a generic reply