Hi EEV,
You're absolutely right. I think we need to step back and see how long it takes for our billing system to recognize that you have suspended your service to prevent things like this from happening. Our agent was right to tell you that you would not be billed for service you are not going to have, but perhaps offered to place you on an invoice billing since it was so near your due date (since you suspended the day before we bill you)
A request will be made to have the call where you spoke to this agent reviewed and we will apply coaching where necessary. In the meantime, we'll be discussing your situation with our billing team. I am also glad you've already got this cleared up and the refund is on the way.
Refunds are processed by HughesNet at 12AM (midnight) EST and sent out to your bank. 7-12 days is a worst case scenario in case your bank does not want to release the funds right away. We process the refund in less than 24 hours, but after it leaves us, we have no control over the time management.
Thanks,
Amanda
