Really tired of getting put on auto pay when i signed up for paper billing from the start.

[jason.rhodus197]

Earlier I sent an email stating this: Hughesnet still has me on auto pay even after two past contacts to change it. And the 5-$10 credits I am to get isn't even showing on this bill. So, here is what you guys and gals do. Print me a paper bill. Stick it in a mailbox, and I will pay by the due date on said paper bill. And make sure that my first $10 credit is reflected on that paper bill. Problem solved, everyone is happy. and the response I got was:

Dear Mr. Rhodus,
Again, thank you for contacting HughesNet Support. Have a great day!Your case ID for this email contact is 54805198. You may receive an email survey asking for your feedback about your support experience today. Please take the time to complete the survey so we can continue to improve our services and products to better meet your needs. Thank you for your participation! Should you have other concerns, you may always connect with us through our Email or Chat Channels by navigating to http://supportcenter.myhughesnet.com or you may give us a call at 1-866-347-3292.  We are open 24/7.  As a result, I have scheduled a callback for you to apply the service interruption credit. Please expect a callback from one of our specialist within 24 hours upon receipt of this mail to better address your concern. If you prefer to speak with someone sooner, you may contact our Phone Support at 1-866-347-3292. Mr. Rhodus, based on our record, your account has a credit of $5 for the last 3 months. Rest assured that the credit will be applied on your account. I understand that this is regarding the credit for your account. Thank you for bringing this to our attention, your time and efforts are highly appreciated. Thank you for contacting HughesNet Support.

HughesNet Support Sue Potts,

Know I don't know if the lady even read my email, or had it confused with another account but back in case #53643425. I asked to be put on paper billing. I received 1 paper bill, paid with a credit card, and by next billing cycle I am back on auto pay. also within that time I received a $50 rebate check, which no one will cash. So I was told it would be used in my next 5 billing cycles as a $10 credit, which still hasn't been done. I have no idea what $5 credit Ms Sue Potts was referring to, but it's not my concern. My concern is the (5) $10 credits. that case # is 54409667. Now I'm not sure what needs to be done, but it's no way my bill will be paid by the due date of the 10th as stated on auto pay. The whole reason behind me getting on paper bill was so I would have the entire month to balance my budget around all my other bills as well. Now, if I am disconnected for non-payment on the 10th, it's because of Hughesnet's poor customer service and stupidity. I can't receive a call back on the number on the account, because I had to let the phone go due to my budget. I would do a live chat, but is tells me I am not authorized to use that service. I hope whom ever gets this will fix the problem and send me a paper bill within the week, and my FIRST $10 credit will be reflected on it. It's getting really old using all my data to contact Hughesnet and still nothing get resolved. I have been trying to reach Hughesnet since Monday but for some reason, I can't even send a email thru Email support due to an error page.

[GabeU]

Jason.rhodus1972,

Regarding this aspect only, if you sign in to pay and put your CC on file, it will switch you to automatic billing.  From now on, after the reps remove your CC from being on file, make sure when you go to my.hughesnet.com to pay your bill you DON'T sign in, and choose the option that says "view/pay my bill without logging in".  Then, when you go through the process of paying make sure the option to save your CC info is UNCHECKED.  With doing it this way, you should be fine from now on with regard to paper free billing. 

BTW, I'm making an assumption from your name, but 1972 was a great year to be born in, wasn't it?  LOL.

[Gwalk900]

Did you by chance make your payment using the credit card and do it online ?

[Gwalk900]

If so watch carefully for this:

The above is for the eCheck option but credit card is similar.

Missing to remove the checkmark from the box automatically resets you to autopay.

[jason.rhodus197]

I paid while logged in the first time after I got my paper bill. I have since contacted Hughesnet and had it changed back to paper bill and followed the directions that, GabeU pointed out. But, next billing cycle I start getting the pop ups saying they could'nt get payment from my CC. I have been a customer since March 29th of this year and have only gotten 1 paper bill. Not saying all the others times wasn't my fault,but since I followed the directions on how to pay without logging in, they shouldn't have kept me on auto pay. I can't use Chat Support, which make no sense to me at all, don't have a phone so I can't just call and talk to anybody, and now I can't even send an Email support ticket because of the error page.

[GabeU]

I'm sure when the reps come back on tomorrow morning one of them will look into this. 

It would help to post either a case number from a prior call, or the serial number located on a sticker on the back or bottom of your modem.  DO NOT post your account number (SAN), the one that starts with DSS.  Never post that number on the boards, nor your phone number or email address.  Just either a case number or modem serial number, or both if you like.  The reps will use this info to locate your account. 

[jason.rhodus197]

I hope so. Yes I am mad, but I am very willing to work with them and get this right as long as they still don't expect me to have it paid by the auto pay date, it's just not possible. Other than the paper bill and auto pay problems, I have nothing bad to say about Hughesnet. I love the service. I had ATT DSL prior to this service but ATT messed me over and stopped servicing my area. But, Hughesnet is by far much faster than DSL. Download allowance could improve but I manage. $30 a month DSL I had 150GB's. And all the case #'s are in my post. Think it was 3 of them I gave.

[GabeU]

Ah, yes they are.  I forgot that you had included them there.  They should be able to locate your account easily with those.  I'm reasonably sure they will be able to straighten the paper free billing issue out.  I'm sure they will look into the credits, as well.  Good luck.   

[Gwalk900]

The above is from one of the "pay without logging in" pages.

That box is checked by default.

[GabeU]

Actually, I think when you uncheck it the first time, it remembers it each subsequent time, at least it has for me.  I haven't had to uncheck it since the first time I paid that way, but you can be sure that I always make sure to check it anyway just in case. 

[Gwalk900]

I could possibly see it remembering a preference after a log-in but doing a "one time payment without logging in" has always displayed the default values for me including that infernal checkmark that has tripped up so many people.

[GabeU]

Hmmm.  I can't explain the difference.  When I use the method of paying without signing in it not only remembers to keep that unchecked, but it also keeps my address in the address section.  In reality, it sort of still is signing in, just in a different way, as you still have to enter your DSS and answer a security question so they know it's you.  I don't know why it remembers the preference with not keeping the CC info on file for me.  I do use Chrome for making the payment, and Chrome does remember a couple things and lets me select them when I enter the first digit or letter of the CC and my name.  Perhaps it's Chrome remembering and making it default to no check mark.  I can't make a payment this way using IE as it says a popup blocker is blocking it, even though there isn't one on at the time.  I turned off EVERY add on in IE and it still won't let me pay this way.  Chrome works with no problem, and IE works for every other bill I pay.

An interesting side note is that I can't sign into the Community here using my Hughesnet credentials with IE, but it works using my Get Satisfaction ones.  And again, with Chrome, I can sign onto here using either credentials.  A funny thing is, though, that I can do all of this with IE on my laptop, just not my desktop.  I've been trying to figure out what stops it from working with IE on my desktop, but in four months I have yet to figure it out. 

[Amanda]

Hello Jason,

Welcome to our community and thank you for posting. I was able to read your e-mail communications with us in full context from your account and see what happened. I can confirm when you contacted us about putting you on invoice we did do it at your request, but as the others have mentioned here, paying online and leaving the box checked or signing into the SupportCenter will opt you into auto-pay.

Please be aware this is only because, where otherwise prohibited by state law, our only accepted form of payment is by autopay. (http://legal.hughesnet.com) and our agents should not be changing this unless necessary. We do not offer free paper billing.

The credit has been applied to your account every month as it should have and you can see the credits from either your paper bill or http://supportcenter.myhughesnet.com in the Billing section.  If the autopay date is an issue, we can most certainly have that permanently changed to fit your needs!

Thank you
Amanda

[jason.rhodus197]

Okay, it's 4:25 pm cst, and I am still getting the pop-ups, and my balance hasn't changed, and still no notice of when I will get my paper bill. Yes, I know it's a $5 fee for paper mail. Yes I still want paper bill. yes, I want my first of 5 $10 credit added to this bill. I have done tore the $50 check up because no one would cash it and you guys said you would use it on my next 5 bills as a $10 credit. Still, as usual, nothing is being done. I hear what you're say, but I don't see it happening. You keep saying, $5 credit has been added. That is not the credit I am talking about. It is stated at the bottom of case # 54409667. And I quote  "With regards with the $50.00 cash back, what we can do is to provide you a discount on your account. We will apply $10 service discount for 5 months."  That was supposed to be reflected on this bill due and end with the October billing cycle. and the service reps name on that case was,  Gayle Cox. Do I want to extend my due date, yes, until the 23rd of July, without service interrupts. I know how your billing cycle works. If not, then you guys really got over on me when I didn't get my first month free like the installer informed me. You know, since I paid for the whole month of March when I only had service for 2 days? But, that is water under the bridge. My concern now I getting this fixed.

[jason.rhodus197]

Still waiting.

[jason.rhodus197]

Still nothing.

[Gwalk900]

Jason,
Amanda stated that the credits have been previously applied in past billings.
Those billings are available for review, printing and screenshots on the supportcenter she linked to.

If you, after review, feel that the data therein is incorrect, then by all means post screenshots highlighting where you feel the errors or ommisions are.
Be certain to crop out any info such as SAN, phone or address.

There is a considerable cost associated with a Hughes install hence the need to have a credit card on file.
There is, as you know a invoice billing plan available.

I would suggest that you look over all past invoices so as to validate and understand all charges including monthly lease fees.

[jason.rhodus197]

The credits she is referring to and the one I am is 2 completely different topics. The credit she is talking about has been on all my bills since day 1. The credit I am talking about was supposed to start showing on this bill due and for the next 5 bills only. A $10 credit for the next 5 months for a cash back check I got that no one in my area would cash. The $5 credit Amanda and all the other are talking about is something entirely different. A whole other credit of it's own. a credit that will be there for the 2 yrs I have service. Let me make it as plain as I can. Yes I have been getting a $5 credit on every bill since day one. BUT, with the credit I am talking about would increase that credit to $15 for the next 5 months. A $10 credit for the next 5 billing cycles, plus the 5 I have already been getting. If my math is right, 10+5=15. I am not getting the 10. That's what I have preaching now for the last week in this post and Email support and no one seems to be able to read simple English.

[jason.rhodus197]

HughesNet Gen4 Prime Plus Monthly Service Fee  06/30/2016-07/30/2016 $59.99 Service Credit ($20.00 )x24 Service Credit  06/30/2016-07/30/2016 -$20.00 Service Discount ($5.00 x 3 Months )Service Discount 06/30/2016-07/30/2016  -$5.00       Telecommunication Service Taxes State $3.85Total Taxes For Site: $3.85 Total Billing for Site: $34.99
Total Current Site Charges: $38.84



Where is the $10? oh that's right, it's not there. Bill total should have been $28.84 total, or $24.99 before taxes. The credits they are talking about are there. The one I am talking about isn't. The credit I am talking about should be listed as a ($10.00 x 5 months). I see the $5, I see the $20 for being first time customer, but no $10.


Discounts Service Discount ($5.00 x 3 Months) 1 -$5.00 Service Fees HughesNet Gen4 Prime Plus1 $59.99 Service Credit ($20.00)x24 1 -$20.00 Total Accounts Charged1 $34.99

Nope, Note a $10 credit to be seen.

[jason.rhodus197]

Talking to folks at Hughesnet is like talking to an automated phone service. Where the recording says "In a few words, please state your problem" You say "Hamburger" and the recording says, "We heard Taco, is that correct?"

[Gwalk900]

Jason,

The forum Mods are at the corporate level. As such they work M-F.

It will be Monday at the earliest before they can read and respond to your latest posts.

Taking from Amanda's post:

"The credit has been applied to your account every month as it should have and you can see the credits from either your paper bill or http://supportcenter.myhughesnet.com in the Billing section"

It would seem that your main point of contention is the $50 rebate check that you could not for some reason cash and was replaced by a promise of account credits in the form of five (5) monthly credits in the amount of $10.00.

Is that correct?

When do you feel that the first of these promised credits should have been applied ?