HughesNet/DirecWay service was supposed to be high-speed satellite internet. There was $600.00 set up fee. Service was $60.00, billed monthly and automatically to our debit card/checking account.
The service failed. We spent more than 35 hours trying to contact them through their tech support telephone, tech support e-mail, and tech support chat. We received no satisfaction from HughesNet/DirecWay.
We closed our debit card and checking account, mainly to get their attention. We also did a chargeback on the previous two months payments; the maximum allowed by our bank.
When contact was finally made, after about six months, HughesNet/DirecWay said they could not credit us because they had no evidence in their records that we did not have service during those months. We explained there was no evidence because they would not answer their telephone, respond to their e-mails or to chat requests. Their own telephone message even stated that hold times were unreasonable and that e-mail and chat support options should be used.
Their billing address specifically states not to send correspondance to it. Yet we can find no other physical address.
On re-reading the HughesNet/DirecWay contract, we find there is NO recourse for us if they fail to provide service, yet we are still obligated to pay. They state the matter will be turned over to collections and our credit rating will be adversely affected.
We also cancelled our Direct TV service after 8 years of decent service, only because of their association with HughesNet/DirecWay.
We are prepared to participate in a class action.
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