In Sep 2015, I signed up for Internet with HughesNet. Today, sadly I didn't catch it earlier, I noticed I was being overcharged.
When I called the billing dept., I was told a variety of stories as to why the amount I pay each month is twice what I was quoted on the phone and the order email I received. First, I was told I was on a different plan than what I ordered. Then I was told that there was a different promotion than the email reflected. I was told I had accidentally changed my plan. I was told that I have used the full amount of data allowed each month, even though the location where Internet was set-up was a house that sat empty for 355+ days in 2017. I was also told that the additional amount was for a package deal. I get Internet only. Every time The customer service agent came onto the phone, he alway had a reason for the overcharge, but it never made any sense -- how can I accidentally upgrade my service without knowing?
I asked for The customer service agent’s name and badge number, and he gave me he name, and a case number rather than badge number. Then I asked to speak with a supervisor, suddenly The customer service agent was able to speak with the advanced billing department. He said that the 3 month overcharge refund was all that the advanced billing could authenticate as to my overcharges and they could not look further back into the account to verify payments. I am on automatic payment, is the company so technologically inept that they cannot see what a customer has paid over the years? We are speaking of 30 months if overcharge, not a few months. The customer service agent said to process any kind of refund, I would have to fax my original email to Hughes Net. When I said I don’t have fax service at my house, only Internet and I could forward the email to him, he said it had to be faxed.
“The reason that the advanced billing department gave for the $214.05 refund, is that all the further back they can process a refund.” I asked his to ask the billing department what the policy actually is that says it is okay to overcharge a customer by about $2000 and it is okay to keep 1800 of it. He went back to advanced billing to speak with the advanced billing department. When he returned to the phone, he said that the advanced billing department could process a refund for 6 months only. “He said that a customer must report the issue with the bill as early as possible for them to process changes or full refund on the account.” I pointed out that the story changed again. He suggested instead of filing with the local, federal, state, and BBB offices I just post the info on HughesNet website.
At this point, I asked to speak with The customer service agent’s supervisor. I was on placed on hold. I asked my husband to bet on the fact that The customer service agent would be back on the line and say that advanced billing could authorize 12 months refund. While waiting, I looked up Hughes Network Corporate Offices so I can call on the next business day.
The customer service agent keeps coming back to the call to report that the advanced billing department is doing further research, but each time he comes back to me, another person in that advanced billing department is on the phone and he has to speak to them again. I told The customer service agent to stay with on the phone call with the advanced billing department so that he can get an answer rather than checking that I am still on the line.
The supervisor came on the line. He gave me three reasons that there was an upgrade made to my account by 1) I was told that their assumption that a call was made by myself or on my behalf to make an upgrade, or 2) I or someone else went to the website and change on the internet, or 3) the fault was on their end that call was not documented and someone at Hughes Net had mistakenly upgraded account. He again said that the company could offer me a 6 month refund of $430 and that he would send corporate an email so an investigation would be conducted to see how the change to my account was made. I pointed out that there was still an overpayment of 24 months and thenI told The supervisor I had the number for corporate and would call on Monday and I would request a transcript of the 2+ hour call from today.
Customers – know who and where to report your Internet trouble to. BBB, FCC, Attorney General of your state, local utilities commission, state utilities commission, your senate, state delegate, and congressman.
Product or Service Mentioned: Hughes Network Systems Internet Service.
Reason of review: Pricing issue.
Monetary Loss: $2100.
Preferred solution: Full refund.
I didn't like: Customer service lack of response to issue, Being overcharged for 30 months.