Someone call customer service and asked that my sons email password be reset. Customer service verified the user by asking do you live at XYZ address and of course the guy said yes. They reset the password to the default and when my son could not check email we contacted customer service who told us that my son requested it, he did not, so they said it was the default. I logged in and changed his password to what we wanted to it be (very complex). The next day it did not work again. Customer service said my son contacted them via chat and requested it be changed and they did. We go it reset to the default so I could reset it again. The next day we go through the same thing but the identity thief had also changed our billing address and contact number. He also charged $600 of data tokens to our account that we did not want. We have talked to customer service, billing, executive billing I think you call it, and no one will deal with this. You say we owe the $600 because the tokens automatically are used which is bull. Hughes allowed someone to hack my account and fraudulently charge the money to my account. When we upgraded to GEN 5 we cannot even get in and use or request tokens as the interface tells us that token usage is not allowed. I have been promised call backs and never received and when we talked to the Executive Billing team today they refused to do anything and hung up on us. What does it take for Hughes to practice simple standard customer service and deal with this issue? Is there no one in charge there? You will never get the $600 from a 14 year customer and may get a bill for the 35-40 hours we have put into dealing with this situation so far.
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