When Reva Jordan couldn't get it taken care of, she got in touch with the ABC11 Troubleshooter.
In order for Jordan to get the upgrade she needed new equipment. She got that equipment, but it's what happened to her old equipment that left her out more than $300.
"Oh, it was so frustrating," said Jordan.
The charge is for equipment HughesNet, Jordan's internet provider, said she didn't return.
"I told them I do not have the equipment, because the installer took the equipment with him," said Jordan. "He brought the new equipment. He took the old equipment."
Jordan upgraded her service the first of this year. She says the HughesNet technician took her old equipment when he installed the new equipment. She never thought a thing about it until she says HughesNet started calling, asking her to return the old equipment.
"One of the people I spoke to called the installer and the installer said he would return the equipment," said Jordan. "He never did."
Jordan says she kept calling HughesNet trying to get her refund of $321.
"I would call and you know they would say you know we'll look into it or you still haven't returned the equipment and we need to the equipment returned to us," she said.
Jordan says after more than a dozen calls, she was fed up and turned it over to me. I got in touch with a rep from HughesNet, and Jordan got a call soon after letting her know they issued her a refund.
"Very happy. Very happy," said Jordan. "I still have Hughes service. It's a good service."
Because of the inconvenience, HughesNet applied a $10 monthly discount for the next six months to Jordan's account, and waived her commitment period.
A rep with HughesNet added they're disappointed that it took Jordan getting in touch with me to resolve this matter, and while they don't like to hear about problems like this, they will be using this case as a training tool.