Hughesnet — double billing
I have been a customer of DirecWay/Hughes Net since they were DirecWay and then changed to Hughes Net. I originally had the Pro plan for a residence. We called to find out if there was a faster speed/better plan and after discussing our requirements and situation with the customer service representative and a technician, we were told the Small Business Plan would suit our needs. We agreed to UPGRADE our plan from the Pro to Small Business. Installation was carried out by a local installer.
After a couple months of billing, I had noticed that the amount seemed to be much higher than was originally agreed upon and thought it might be residual equipment charges still left to pay. I had paid for the installation and equipment upfront on my credit card. I finally called today to find out why my bill still continues to be so high... after looking at my account, they discovered that I had been paying for both plans simultaneously.
Their discussion? I should have called DirecWay to inform them that I wanted to cancel the Pro plan and now had the Business Plan. My response... um, I WAS talking to DirecWay and that is something that should have been done internally!
The rub of this is a $70/month overcharge for THEIR inability to talk between departments... and equates to approximately $840.00 that I should NOT have been paying. The supervisor's solution? We'll credit you for 2 months! Nice, tidy $700 profit for DirecWay which they refuse to reimburse! The fact that they put it on the CUSTOMER to call and cancel one plan (they must not have computers!) when in any other company that would be handled by the COMPANY makes me think I've been scammed.
You can bet I'll be looking for another internet provider in our area in the next month I have left on the plan. If anyone has any suggestions as to how I can go about getting this resolved, would be much appreciated. The supervisor of billing I talked to said she was the highest in the billing department and would not give me the name of her supervisor to talk to.
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