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.

[jason.rhodus197]

June 7th was the date on case # 54409667. So it should have started with the current bill I just paid and last thru the next four bills.

[jason.rhodus197]

June 7th was the date on case # 54409667. So it should have started with the current bill I just paid and last thru the next four bills.

[jason.rhodus197]

No clue why it posted that twice.

[GabeU]

Sometimes it does that.  It happens to everybody.  If you find that it starts happening a lot, try turning off your web acceleration when you post.  That often helps. 

[jason.rhodus197]

Still waiting for some one to verify that I have been put back on paper billing and that I will start getting that $10 credit for the next 5 billing cycles.

[Amanda]

Hi Jason

I searched and searched, the only thing I can figure is when the agents applied the $5 service discount, they inadvertently over-rode the original service discount of $10 off for 5 months. Since the original $5 for 3 is over now, I will apply and increase the discount to $15 off for 5 months for your troubles and patience while I looked into this. We are also escalating the case history to our call center managers to better improve our followup processes. 

I will also switch you to invoice. Please take care to look at Gwalk's initial post about this, where he points out you need to use the View/Pay my bill without logging in feature and make sure the box is not checked to keep the payment method on file. You will remain on invoice this way. We are working on adjusting this for our latest website.


The case number for our interaction is 54992737


Thank you
Amanda

[Gwalk900]

Just to reemphasize:

The above is from the "pay/view without log in", echeck option but credit card is similar.

[jason.rhodus197]

Thank you, Amanda.

[Amanda]

Hi

I actually wanted to follow up on this because I spoke with someone from our billing team recently about these concerns, which I know Gwalk especially has had them. Apparently there was an update to our Support Center that allows invoice customers to make a one time payment, even when logged in, does not save the card AND the "save card for future payments" box is not pre-checked.



Amanda

[GabeU]

Amanda,

Being that I normally utilize the "View / Pay My Bill Without Logging In" method for payment, I am unsure of how to access this new feature.  After signing in on the Dashboard, would I go to "Billing", then click on "Pay Now" under "Current Invoice"?  Then, after clicking "Pay Now" in the box that pops up, will it take me to the page in the picture to add my info (in the already opened popup box)? 

[Amanda]

Exactly! 🙂

[GabeU]

I appreciate it.  This will help as for some reason I couldn't utilize the method without logging in using IE and had to use Chrome.  It kept telling me a popup blocker was stopping it from working in IE, though I could never figure out what it was.  I was always nervous doing anything financial using Chrome, so this is great news.  Thanks again, both to you for the info and to the engineers for adding this option. 

[Amanda]

Hi Jason,

We're glad to have assisted you. I'll be closing this post, but if you still have questions or concerns in the future, feel free to make a new one so we can help you out.

Thanks,
Amanda