Unreturned Equipment Fee
50 TopicsUnethical Practices When Cancelling Account
I need to speak to someone in corporate about an issue. I have been on the phone with customer support for an hour with no resolution. The issue is I moved to another state in November. I had HughesNet for 5 years when I called to CANCEL my service because of the move. I told the representative that I was moving to Dallas and would be using ATT and would not be using HughesNet. Again, I told him to CANCEL my service for over 20 minutes he kept trying to sell me on using HughesNet. Why on earth would I use satellite internet when I had access to 4G unlimited data at a fraction of the cost?! He did not listen to me and instead SUSPENDED my account. I told him I would not be using HughesNet now or EVER again. He directed me to keep the equipment and not send it back “just in case” I ever decided to use HughesNet again. So knowing I would never need the equipment I disposed of it during the move. DishTV directed me “just in case” to send their equipment back even though it was very possible it was obsolete and no return was needed, so I did. I even packed it up and moved it to my new home to be able to send it back! I would have gladly done the same for HughesNet if I had been directed to do so, I was NOT!! I got an email yesterday notifying me that my service had been upgraded and a confirmation email. I called to see what was going on since I CANCELLED my service in November. This is when I found out that my service was not cancelled but SUSPENDED for 6 months instead. By the way, suspension leaves you on the books as a HughesNet customer as where cancelled means you are no longer a customer and taken off the number count for customers. Looks like someone was directed not to lose customers or to retain a certain number to hit a quota therefore I was suspended and not CANCELLED! Here’s the kicker, now that the account is officially cancelled they want their equipment back or $300. The same equipment the representative told me to hang on to “just in case” I ever wanted to use HughesNet again. The same equipment that I disposed of because there would NEVER be a “just in case” and I would NEVER use HughesNet again. The initial report is packed with lies. I never agreed to a 6 month suspension of my account, I never said I wasn’t sure of my new provider and I might use HughesNet. I told the representative to cancel, cancel, cancel, CANCEL my account! I told him which provider I was going to use and provided my new address in Texas. I told him numerous times to CANCEL my account. He instead decided for his own benefit to suspend my account not cancel it and NEVER directed me to send the equipment back! I find the refusal to cancel accounts just to hit or maintain a number along with the misdirection of what to do with equipment VERY, VERY unethical. I REFUSE to pay the equipment fee and I want this issue to be investigated and the equipment charge stopped or removed.Solved6.6KViews3likes7CommentsHate Hughes.net
My father recently died and between my parents my father was the only one using the internet. God bless him he was 90 years old. My mother canceled the service and the tech who could hardly speak english told her she had to go up on the roof (my Mom is 89 years old) and remove the transmitter. She thought it was a joke. He told her No Joke, you don't return in 45 days we charge you 500.00 dollars. Are you kidding me. My Mother just lost her husband of 67 years and now she had to deal with this. My brother and I don't live close and this is a problem since my mother can't afford the $500.00 charge. I am so disapointed with hughes.net. I can't recommend and I hope the CEO of thie horrible company realizes the hardship this policy is. We have contacted the Michigans Attorny General. We are also reaching out to the local TV news station for a "Hall of Shame" report on Hughes.net.unSolved4.9KViews2likes7CommentsService cancellation
I am checking to find out if my internet and phone service were cancelled last week. I called the proper #, and after a 3 way call between HughesNet, my new phone provider, and me HuhesNet said they would cancel both services. There was a phone porting issue which was resolved on this call. I just realized no mention was made of returning equipment. My monthly end date is 4/22/18. Can someone let me know that both services were indeed cancelled and my return box will be sent on or before 4/22? I do not have great confidence in the people I dealt with in the phone call, but the moderators here seem to get things done.Solved4.5KViews1like3CommentsReturning Equipment
A little backstory: I thought I cancelled my account by phone on May 22, 2017 via a phone call with Alan in Texas, case ID 104121172). I also asked Alan if I could pay the early termination fee in installments, to which I thought he agreed after he went and spoke with someone else. I thought he said it would be about $40.00 something a month until the fee was satisfied. When I called to see where my return box was for the equipment, I learned that my account had not been cancelled at all and that the lower fee per month was due to the fact that I got rid of my express repair service. Well, I finally got a return box because I let my horrible service lapse. My main question is, how does Hughsnet expect a 69 year old woman to perform the following task:4.6KViews1like5CommentsH.N Fraud
My internet was set up two months ago Beginning was as slow as it is now. I was sold and told "great fast internet that I can stream videos and have my cameras connected to" "30gb of satellite data is the same as hundreds of LTEgb Data" I was then told my internet is slow because it is winter where I live. Now the weather is fine and they have confirmed the satilite is receiving a full signal. I spoke with 4 different tech support agents on the phone no one could help. I spoke with 2 people that said they were managers that sounded like they were in a bar they said they did "different' tests and to call back in a couple days if it didn't solve my issues. I called back talked to multiple tech support agents again that did the same things and that I had to tell them what was going on again and again and again. They then sent a tech to my business. They replaced every single piece of hardware and nothing worked to fix it. !!!!!!!!!!!!!!!!!!My speed is 0.02mbps Average!!!!!!!!!!!!! testmy.net gives me a download speed of 0.02 mbps with one device connected. The tech was here in person and got the exact same problem. Hey called tech support once again for me and was on the phone with them for an hour. They said no one has ever seen this and to wait two hours. I then called after I waited a whole 6 hours. I was sent to 3 different people and after an hour and a half made it to a nice manager that said he was going to wave my cancelation fee of almost $800 thats along with the $300 visa I was told I would get if I signed up. The manager sent me to an account manager that said I had to still pay the $800 Then he said I needed to go back to tech support AGAIN. I talked to three more people after that and was told now I need to wait two days again. This is outrageous. I have contacted legal counsel and will spend as much money as it takes to make sure I will not have to pay a cancelation fee for 0.02mbps average speed. Ive been lied to hung up on and transferred at least 30 times and everyone acts like they have no idea whats going on and pretends theres nothing they can do to help or that they don't know anyone that can help. THIS IS FRAUD. FBI AND BETTER BUSINESS BUREAU WILL NOT STOP RECEIVING PROOF OF FRAUD UNTIL MY INTERNET IS DISCONNECTED AND MY ACCOUNT IS DELETED I am a reasonable person and signed up for internet around 40mbps I am getting 0.02 thats 99.98% slower than the customer average. I am available anytime of the day or night. This is illegal. I signed a contract for a service that I am not receiving. You are going against the contract not me.13KViews1like20CommentsDidn't need to return equipment, still charged for not returning equipment
You all have a serious issue with your system and I'm just hoping that this gets passed on to the higher ups. I've seen so many posts on this forum over the years of people saying they were told they didn't need to return equipment, but they still got charged for the equipment. It wasn't much of a surprise when it happened to me. I was a customer for over 10 years. I hadn't upgraded to Gen 5 because I knew my area was getting fixed wireless soon. Because of this, I didn't have any new equipment that needed to be returned, and I was told this by 2 different reps. that I would not have to return any equipment. That was in April. On July 15, I get a charge on my credit card for $318.00 from Hughesnet. I called and was told, "Yes, we see in the notes that we told you that you won't have to return any equipment, so we will manually receive the equipment in the system which will take 24 hours to process, and you will need to call back in 24 hours to process the refund." I asked why the equipment wasn't "manually received" when I cancelled, and the rep said there was an error in the system. If this is the case, it is clearly a system error that has repeatedly caused this issue for customers over the years. Why doesn't Hughesnet work on fixing the error, instead of waiting for it to trigger a $318.00 charge? Why is the system able to automatically charge former customers, but it can't correctly process a cancellation with no equipment return fee? It makes Hughesnet look really shady when they are more concerned about processing charges that earn them money, than holding up their end of the contract. My credit card payment was due today, and the amount that I had set it to pay did not include the unexpected charge of 318.00. What may seem like a minor system glitch for Hughesnet, is a major problem for me. I don't have billions of dollars to absorb that charge. $318.00 is a large sum of money for me to have missing from my bank account. I did everything right as a customer. I didn't owe anything on this account. I had fulfilled my contractual obligations. I had done what I was told (keep the equipment) by Hughesnet. Is it too much to ask for Hughesnet to hold up their end of the contract and not take money from customers that isn't owed to them? I was also told that my email address would stop working immediately upon cancellation (it's still active today), so I ended up paying for 3 extra months unneccessarily to make sure that I caught all the accounts that I used my Hughesnet email to sign in with. The rep actually went and asked a supervisor and came back to say that email would be cancelled immediately. That incorrect answer cost me an additional $273.00 that I wouldn't have paid, had I been told that the email would remain active for some time. Hughesnet, in this time especially, when people are strapped for cash due to no fault of their own, please consider that all the little mistakes, poorly trained reps, neglected system errors, phoneline glitches, etc. have a serious effect on your customers, costing time, money, and mental & emotional stress. When people come on here angry and lash out, understand that your carelessness in communicating with customers, in training service reps, and in managing your system is costing them money that they haven't budgeted for. Your customers deserve to have confidence that they can trust Hughesnet to be considerate and careful with the privilege of having their business. I know that you're the only option most people have for internet, but don't take advantage of that and be careless with delivering on your promises. That includes allowing known system errors to persist. Fix it. Do better. Honor the people that keep you in business and pay your salary. Please.3.7KViews1like2CommentsFrustration with billing and this company
I am so frustrated with this comany Im not even sure what to do about it. I had two accounts with Hughesnet. We soon discovered having two was just really a waste and we cut it down to one. I then got charged a 320.00 unreturned equipment fee as i couldnt get the radio off my roof. After speaking with customer service i was told they could send a tech which would cost me 125.00. In my mind i figured i might as well so i could get the whole 320 back again. The guy who came out took down the radio and in doing so also disconnected our active one! So after an hour on hold with Hughesnet they told me they would send another tech out to get the live account up and running again but because no one would be home it couldnt be until Saturday which meant i was going a whole week with no internet. Hughesnet agreed to refund me the 125.00 fee for my trouble. I noticed in my account i now had a negative balance of 225.00 (i looked in the notes and saw they also gave me 100.00 inconvenience credit which i thought was nice. Fast forward 2 weeks.I now have my internet back up and running and i have packaged up the small radio and the transmitter and sent them back in the box they provided. I go online and not only do i still see no credit for the returned equipment but now instead of a -225.00 account balance i have a 125.00 pending charge. I called several times regarding my returned equipment. I was told they got one piece (modem) and not another (radio)!!! How do you prove everything was sent other than to say "why would i pay someone to come out and take it down if i wasnt going to send it back?". Finally after many calls they agree to manually receive the equipment and i was told to call back in 48 hours, given a case number and told that in 48 hours i can request the refund for the 320.00. Well as im sure you can imagine this did not go so easy. I just got off the phone with them after being on hold back and forth for an hour over this!!! The lady says they processed the refund but wanted me to be aware of the 125.00 pending charge that will come out of that. Upon researching this she tells me its for the technician call!!! WHAT??? I then try to explain that this was supposed to be a refund and the whole story. Another 20 minutes on hold she comes back and sees i was being refunded this fee and apologizes saying i no longer have a pending charge. Well ..hmmm i still have a pending charge (its 140 but only because i had to pay 15.00 for data tokens this morning) and the lady on the customer service chat tells me that she shows i have a 291.00 credit. WHAT? Where did that figure come from??? No one can explain but i have a feeling im never going to see the acutal 320 refund and if i do ill never see the 125 credit becuase now instead of having a negative balanc of 125 they are going to tell me they are taking it out of something else. Im so frustrated and i feel like no one has any clue what they are doing over there. I hate being like this but im so angry and none of this makes any sense.Solved7.7KViews1like13CommentsHughesnet are thieves. They lie to you and steal your money.
I have been a loyal customer for over 3 years , never late or anything like that. My modem went out and T/S says they will send me a new updated one and I did'nt have to return the old outdated one. 2 months later they charge me $125.00 for non return of equipment after I was told not to return it. Now I have to wait a month before I get my money back for the fraudulent charges they billed me for i'm sure this happens to a lot of people and goes un noticed. Once I have been refunded I will be paying monthly by check.9.7KViews1like16Comments