Problem with Billing after Seasonal Suspension
Background: I got a new ISP and put my HN9000 (gen3) service on seasonal suspension on 03/23/2015 . My new billing period starts on 03/24/2015.
Situation: When I called to suspend my HN account, (Case# 46845990), I spoke with a very nice man named Alex M. He took care of me very nicely. I specifically asked him to confirm my billing would STOP AS OF 03/23/2015 (the date of my call). He put me on a short hold to get info about when my billing would stop and when he came back on the line, he ABSOLUTELY CONFIRMED ALL BILLING WOULD STOP as of the date of the call. I repeated my understanding of what he had told me and he again CONFIRMED all billing would stop. So, someone else at HN gave Alex untrue information. I can only assume that Alex asked a question of a more experience billing representative to get the answer to my question and the "more experienced" person gave invalid info.
Well, I lurk in this community frequently, and I know the problems others have had with HN billing issues. So, I checked my credit card this morning, and WAS NOT SURPRISED IN THE LEAST to find Alex gave me WRONG information. Yes, I was in fact billed for the next service period after I had suspended my account and after being assured twice that I would not be billed again while my account was in seasonal suspension.
What I did: Today, 03/24/2015, I called back to Billing (wasting another 30 minutes I'll never get back) and talked with a very nice and helpful woman named Dustina (Brownsville Billing). She placed me on hold a number of times, once for as long as 12 minutes as she determined what to do, and verified my credit card account, and then finally processed a refund back to my credit card [or so I was told :-)]. She told me she had processed the refund and I should expect to see the refund on my credit card in 7-12 business days. WHAT ??? What I don't understand is why Hughesnet can take my money in one day and it takes 7-12 BUSINESS days to refund it. When I return something to Home Depot, the refund shows up by the NEXT BUSINESS DAY. What's with that HN?
I hate wasting time, especially correcting someone else's (Hughesnet) errors
Let this be a warning to all HN customers, VERIFY EVERYTHING you are told by the Billing Dept.
LONG STORY SHORT: I don't think I need any help from the HN reps here in the community. I just wanted to vent a little and MAKE A RECORD of this problem on this forum. However, I am fully expecting that this is not the end of the problem, but hoping I'm wrong.
Regards,
EdV
Situation: When I called to suspend my HN account, (Case# 46845990), I spoke with a very nice man named Alex M. He took care of me very nicely. I specifically asked him to confirm my billing would STOP AS OF 03/23/2015 (the date of my call). He put me on a short hold to get info about when my billing would stop and when he came back on the line, he ABSOLUTELY CONFIRMED ALL BILLING WOULD STOP as of the date of the call. I repeated my understanding of what he had told me and he again CONFIRMED all billing would stop. So, someone else at HN gave Alex untrue information. I can only assume that Alex asked a question of a more experience billing representative to get the answer to my question and the "more experienced" person gave invalid info.
Well, I lurk in this community frequently, and I know the problems others have had with HN billing issues. So, I checked my credit card this morning, and WAS NOT SURPRISED IN THE LEAST to find Alex gave me WRONG information. Yes, I was in fact billed for the next service period after I had suspended my account and after being assured twice that I would not be billed again while my account was in seasonal suspension.
What I did: Today, 03/24/2015, I called back to Billing (wasting another 30 minutes I'll never get back) and talked with a very nice and helpful woman named Dustina (Brownsville Billing). She placed me on hold a number of times, once for as long as 12 minutes as she determined what to do, and verified my credit card account, and then finally processed a refund back to my credit card [or so I was told :-)]. She told me she had processed the refund and I should expect to see the refund on my credit card in 7-12 business days. WHAT ??? What I don't understand is why Hughesnet can take my money in one day and it takes 7-12 BUSINESS days to refund it. When I return something to Home Depot, the refund shows up by the NEXT BUSINESS DAY. What's with that HN?
I hate wasting time, especially correcting someone else's (Hughesnet) errors
Let this be a warning to all HN customers, VERIFY EVERYTHING you are told by the Billing Dept.
LONG STORY SHORT: I don't think I need any help from the HN reps here in the community. I just wanted to vent a little and MAKE A RECORD of this problem on this forum. However, I am fully expecting that this is not the end of the problem, but hoping I'm wrong.
Regards,
EdV
