ViaSat, Inc.

Thank you for bringing Ms*** rebuttal to our attention.As per Viasat’s last response, Viasat has agreed to waive Ms*** full early termination fees should she choose to disconnect as well as the first month’s past due balance in the amount of $as a gesture of goodwill.The Customer Agreement, signed by Mr*** *** on January 25, and available at exede.com/legal, states that all subscribers are responsible for obtaining, maintaining and operating suitable and fully compatible computer equipment, including a wireless router if necessary, required to access the Internet.Viasat does not manufacture wireless routers, nor do we sell them to customersRouters can be purchased through a Viasat authorized dealer, dependent on availabilityViasat does not refund for the purchasing of additional equipment used in compatibility with Viasat’s services. At this time, Viasat feels that all appropriate action has been takenIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Ms***’s complaint to our attention. Our records show ViaSat charged Ms*** $in monthly service fees on January 20, 2017, but the payment failedSubsequently, on January 26, 2017, the account was suspended for nonpayment of serviceOn January 28, 2017, a credit of $was applied to Ms***’s account for a free month of service off her service plan price, leaving a balance due of $40.03. ViaSat received a call from Mr*** *** the same day regarding the account status, at which time he was informed that the free month off his service plan price had been applied earlier that day, leaving a remaining balance dueAt this time, Mr*** disputed the balance due and requested to speak to a supervisor; his call was transferred accordingly. During his conversation with the ViaSat supervisor, Mr*** was informed that the balance due, and was once again informed that a credit for a free month of service had been applied accordinglyMr*** agreed to make a payment for the balance due, after which his account was resumed from suspension for nonpaymentWe apologize for any poor service Mr*** may have experiencedHe called back later the same day to advise that he did not have internet service, at which time he was guided through troubleshooting and the issue was resolvedMr*** also informed the ViaSat representative of his experience with the ViaSat supervisor. ViaSat does not agree to provide Ms*** with another free month of service; however, as resolution, ViaSat has applied a credit of $to her account as of today, January 30, Additionally, ViaSat has escalated an internal request to have the interaction in question reviewed to ensure ViaSat’s quality customer service standards are met. Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because:The issue was not resolved in a timely mannerI was unable to use my bank account for several daysI had to make other arrangements for billsI had to call and cancel my automatic withdrawalsThis forced me to pay a higher rateAs of Monday morning, I haven’t seen the return of my money into my accountMy banking has been turned upside down due to their errorWhile I understand mistakes happen, Via Sat was unwilling to take action immediately or make it right for me after noticing the errorBeing without access to your own money and no access to your banking is far from acceptable customer service.
Sincerely,
*** ***

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the original account and waives any applicable early termination feesCustomers are required to agree to a new 24-month minimum service term and a new Customer Agreement if they wish to move their service to a new location
As Mr*** chose not to move the service with him, per the above information, he was correctly advised that he would be charged early termination fees
In regards to service being available in Mr***’s new area, as stated prior, while ViaSat’s services are available to him, the Freedom plan is notViaSat’s other service plan offers, however, are availableWe apologize if this was not communicated clearly
Once again, ViaSat does not agree to waive Mr***’s early termination fees
Thank you for the opportunity to respond

Initial Business Response /* (1000, 4, 2015/12/08) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, and the 24-month minimum service term
commitmentEach of these points are also addressed in the customer agreement signed by Ms*** on December 2, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionCustomers are informed that speeds are not guaranteed and may varyThis point is also addressed in the customer agreementDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityThe early termination fees are a valid charge should Ms*** wish to disconnectThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 6, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, at all time sales person was talking about 12gb as of it was the internet speedThey never explained that 12gb was my monthly allowance and that after that speed will decrease Information over the phone was very misleading and confusing! If I have known that I have a cap of 12gb per month I woulndt agree with the instalation in the first handI feel That I was not properly informed of all the aspects of the contract and the 12GB monthly allowanceThis is trully a scam, I didnt even have a full week using this internet and the Modem is already malfunctioningA tech is supposed to come today to my house at 11am, is already pass ** and no one is here or had callI have been without internet for out of the days I have had the productI wish to cancel the service and have the termination fees waived! You should start treating people with respect! I feel totally scamed!
Final Business Response /* (4000, 8, 2015/12/11) */
Thank you for bringing Ms***'s response to ViaSat's attentionAs stated in the previous response ViaSat explains the Data Allowance Policy and the limitations at the time of saleIncluded in the disclosures the customer is advised of the minimum 24-month commitment and the early termination fees should the account be cancelled prior to the end of the termViaSat did agree to send a technician out to Ms***'s home on December 9, 2015, we apologize that the technician was running behind for the scheduled appointmentViaSat does show the technician did arrive and tightened all the fittings and completed the service callMs*** can refer back to her month contract that was signed on December 2, should she have any questions regarding the contract term or the Data Allowance PolicyViaSat apologizes that the service will not meet Ms***'s needs or expectations and is willing to waive half of the early termination fees leaving Ms*** responsible for the other remaining half should she wish to disconnectThank you for allowing ViaSat the opportunity to respond
Final Consumer Response /* (2000, 10, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you,
Please provide me with a Reference number for this agreement, I need to make sure when I call in to cancel the contract the waiving of half of the cancellation fees are notated in my account
Thank you,

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Customers are required to review and agree to the installation plan with the technician prior to the
installation of the equipmentIn addition, section of the Customer Agreement, signed by Ms*** on June 25, and available at exede.com/legal, states, in part, "You confirm that you have reviewed the installation plan and agreed to any associated charges."
Our records show she ordered service through DirecTV, an authorized seller of ViaSat's service, on June 22, The service was installed on a pole mount on June 25,
ViaSat first heard from Ms*** regarding this issue on July 14, During this conversation, Ms*** requested the disconnection of her account due to her dissatisfaction with the pole mount installationAt this time, the ViaSat representative advised Ms*** that she would be charged early termination fees if she disconnected her account; however, after some discussion, it was agreed that ViaSat would send another technician out for a site survey, and that Ms***'s early termination fees would be waived if it was determined that the dish could not be installed elsewhere on the property
ViaSat's technician went out to Ms***'s home on July 15, 2015, at which time it was, in fact, determined that there was no other place for line of site on her propertyMs*** was advised by the technician to contact ViaSat's 24-hour Customer Service Department in order to disconnect her account
ViaSat did not receive any further contact from Ms*** until August 5, 2015, when she requested to speak to a specific representative at ViaSat's Corporate Office; unfortunately, the representative was unavailable to Ms*** at this timeMs*** declined to speak to any other representative regarding her concerns
Ms*** did not call ViaSat back until September 13, because she was experiencing a connectivity issueAt this time, Ms*** agreed to another service callThis service call was cancelled on September 15, 2015, per Ms***'s request, because she planned on disconnecting the ViaSat service
In order to come to a resolution, ViaSat will honor the originally agreement made on July 14, 2015, and waive Ms***'s early termination fees if she chooses to move forward with the termination of her serviceMs*** will be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Customers are required to only return their ViaSat modem and transceiverOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for uninstallation assistance or the removal of the dish is associated with a chargeable fee
As Ms*** did not provide ViaSat with the opportunity to resolve her connectivity issues, ViaSat does not agree to refund her monthly service fees of $paid to ViaSat on August 28,
If Ms*** would like to move forward with the disconnection of her account, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.)
Here is the information for the Account*** ***, Address: *** *** *** *** *** *** ***, Phone number on account ###-###-####Please take that information and look again at my problem

Complaint: ***
Requested document has been sent Viasat needs to state in writing through the Revdex.com that no early cancellation fees will be charged for resolution to occur
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, Along with the info below.I also received an email from Exede Brad Social Media Specialist Case # ***, stating he would waive 1/of the early termination fee'sI attached a screen shot of the emailI expect this offer is also honored.I have received a credit of $to my bank account todayThank you!Sincerely, *** *** *

Complaint: ***
I am rejecting this response because: I have contacted my bank and they have contacted/are contacting ViaSat in regards to the investigation with the draft two days after the account was closedI have recieved a provisional credit but the matter had not been settled permanently as of yetAlso, I recieved a letter from ViaSat dated August that said I still had a balance due and it was on that letter it said that if I did not respond they would send me to collectionsThe account was closed on the day the billing cycle reset, so no prorating was necessary, as no portion of the service was ever usedAs long as my account balance is zero and I do not continue to recieved letters telling me I owe money and my account information is removed from their system, then that will be satisfactoryI have just not been able to talk to anyone through the standard channels that is willing to assist in this matter at their company and have had no other way to resolve the issue.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/15) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she *** have experienced with ViaSat
The Customer Agreement advises that ViaSat does not guarantee the service will be uninterrupted or
error-freeIt also requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
ViaSat received multiple calls from Ms*** on June 9, 2015, as summarized below
First Call: Ms*** contacted ViaSat on June 9, because she was experiencing connectivity issuesMs*** was not home to troubleshoot; however, she advised the ViaSat representative that some of the equipment from her previous internet service provider (ISP) was still connected to her computerThe ViaSat representative recommended that Ms*** remove her previous ISP's equipment and directly connect ViaSat's modem to her computer to use the service
Second Call: Ms*** advised that the service had been setup by her daughter without her permissionDuring this conversation, the ViaSat representative advised Ms*** that there was no trial period for the service, and that early termination fees would apply if she moved forward with the disconnectionMs*** requested to speak to a supervisor, but one was unavailableThe representative forwarded Ms***'s contact information for a follcall from a supervisor
Third Call: Ms*** called to advise that she had not seen the contract either prior or during the installation, and asked to speak to a supervisorUnfortunately, the call dropped before she could be transferred to oneWe apologize for any inconvenience this *** have caused her to experience
Fourth Call: Ms***'s daughter called in to disconnect the account, stating that her mother had not understood the contract terms and that nothing had been explained to her during the installationThe ViaSat representative started going over the disconnection disclosures, but Ms***'s daughter requested to speak to a supervisorDuring the conversation with the supervisor, Ms***'s daughter was offered a retention discount of $off of the bill per month for monthsThe retention offer was accepted, and the account remained active
On June 12, 2015, ViaSat attempted to collect a payment of $for monthly service, but the payment failedSubsequently, on June 24, 2015, Ms***'s account was suspended for nonpaymentMs*** called ViaSat the same day to make a one-time paymentThe payment was collected successfully on June 25, 2015, at which time Ms***'s account was automatically resumed from suspension
Ms*** contacted ViaSat because she'd exceeded her data usageAt this time, the ViaSat representative advised Ms*** of her other service plan options, and transitioned her account from the Exede Evolution GB (month promotion of GB) service plan to the Exede Evolution GB (month promotion of Freedom) service plan, per Ms***'s requestMs*** also reported an issue she was experiencing with her connectivityThis issue was resolved when the ViaSat representative guided Ms*** through rebooting ViaSat's modem
In order to come to a resolution regarding this complaint and as a gesture of goodwill, ViaSat is willing to waive Ms***'s early termination fees in full if she chooses to move forward with the disconnection of her accountMs*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
If Ms*** would like to move forward with the termination of her account, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedOur records show Mr*** ViaSat account was disconnected on June 28, 2016, as he was moving and relocating his services to the new locationThe
Customer Agreement provided to each new subscriber, signed by Mr*** and also available at ***, advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be charged an unreturned equipment fee of $300.00, not including taxesCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions within a week after the disconnectionOn August 1, ViaSat was advised that Mr*** had not returned the modem and transceiver within the day timeframeSubsequently, ViaSat attempted to collect $( $in unreturned equipment fees and $past due balance) from Mr*** on August 20, 2016, but the payment failedViaSat successfully collected this payment on September 2, We apologize for any issues this might have causedAs Mr*** has returned his leased equipment, ViaSat refunded the equipment fees of $to Mr***’s payment method on fileMr*** should receive the refund within three to five business daysIf MrMr*** has additional questions, he may contact ViaSat’s 24-hour customer service department at ###-###-####Thank you for the opportunity to respond

As stated in ViaSat’s previous reply, Ms*** *** was properly educated on the disconnection disclosures, and did not allow ViaSat the proper opportunity to resolve her complaintMs*** ***’s ViaSat account was activated on January 13, and she subsequently requested that it be disconnected on January 26, Again, not allowing ViaSat the opportunity to address any issues with her services as it is related to the Data Allowance PolicyCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** *** on January 13, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work.The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset.ViaSat stands behind our previous reply of waiving half of Ms*** ***’s Early Termination FeesAgain, the waiver of the Early Termination Fees was completed on February 16, 2016l; however, ViaSat was unable to collect the balance owed of $for the valid feesIf Ms*** *** fails to make a payment for the remaining amount she runs the risk of her account being sent to an outside collections agency. Thank You!

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** As per ViaSat own admission, they have downgraded my service that was ordered According to their response, I was only given Liberty with equipment lease fee My confirmation order from DirecTV was for Liberty - Boost + WiFi at a cost of and equipment lease fee monthly of The piece of equipment that was installed does provide for service Once again, ViaSat cannot seem to get their facts correct, even as to what service they are suppose to be providing No wonder I had problems obtaining up to the boost speed of Mbps when according to their admission in their last response, I only had Liberty without the boost So, if they are only billing me at Liberty without boost 25, then why was my payment for more than dollars? Must have been an overcharge for that would have been more than percent tax rate ViaSat needs to get their figures together and properly set up the accounts Either that, or they need to hire someone that can read It is apparent that the individual that responded from ViaSat is only guessing!!

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat has a policy to where no unused services are too refunded at the time of disconnectionMs***'s payment
was collected and then the account was disconnected after which led to no refund being issuedIn order to arrive at a resolution ViaSat has agreed to issue a refund of $back to Ms*** today September 17, and she will see that back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

As stated in ViaSat’s previous reply, Mr***‘s Exede Liberty service plan provides 25 GB’s of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads. Pursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by *** *** on May 25, At the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the area. Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their area ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at www.myexede.net As of today, August 11, 2017, Mr*** has used GB of his GB planMajority of this usage was consumed by web browning, and mediaIf Mr*** continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activity In response to this complaint, and as a gesture of good faith, ViaSat agrees to disconnect Mr***’s account with waiver of half the applicable early termination feesViaSat does not agree to waive these fees in their entiretyIf Mr*** wishes to disconnect his account with waiver of half the early termination fees, please have him contact ViaSat’s 24-hour Customer Service Department at *** and reference ticket *** Thank you for the opportunity to respond.

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data
usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.The Customer Agreement provided to each new customer, and signed by Mr*** *** on March 14, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees and Data Allowance Policy. Each of these points is further addressed in Viasat’s Customer Agreement and also available at exede.com/legalOur records show Mr*** purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale.Latency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satellite. “Ping” times will vary, but Viasat’s web acceleration technology compensates for this to make the web browsing experience faster and more responsive. For the vast majority of internet uses latency has no affect. Latency can have an impact on games and virtual provide networks, however. Viasat discloses at the time of sale that some games and virtual private networks may perform very poorly and that some may not work at all.On March 29, 2018, Mr*** contacted Viasat to request to disconnect his servicesHe stated that the internet service was not working for him, as he could not even play video games on itA Viasat representative assisted him in escalating a request for his account to be reviewed for a point of sale disputeMr*** elected to wait for the request to be completed and to not disconnect his account at that time.On April 6, 2018, Mr*** contacted Viasat to request the disconnection of his servicesHe requested to stop date his payment method, which was successfully completed on April 7, Mr*** also requested for a waiver of early termination fees to be considered due to the service not meeting his needs, which the Viasat representative assisting him submittedMr*** account was successfully disconnected that day. On April 16, 2018, Mr*** was billed $in early termination feesDue to the stop dated payment method, Viasat was unsuccessful in taking the payment. In resolution to this complaint, and in an offer of goodwill, Viasat will agree to waive half of the early termination fees for Mr*** in the amount of $This credit has been placed on Mr*** account as of April 24, 2018. Mr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

*** ***ViaSat apologizes for any confusion surrounding her services, and misinformation provided to her by customer serviceHowever, the service issues she is experiencing, as stated in our previous reply, are directly related to the breach in the data allowance policyAs of today, May 23, 2016, Ms*** has used GB of her GB planBetween April 22, (our last reply) and May 8, (usage reset date), Ms*** used an additional GB of the previously advised GBTherefore, in the month of April, Ms*** used GB of her GB planIf Ms*** believes that the service issues are directly related to her modem, please have her contact customer serviceAs she has again gone over her usage, ViaSat encourages her to purchase additional usage in order to attempt to resolve any issueMs*** may contact ViaSat’s 24-Hour customer service at 1-855-463-and reference ticket ***Thank you

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe customer agreement signed by Ms*** on February 1, states that Exede Voice only supports one phone line per accountAt the time of sale the sales agent
advised this to Ms*** which was the reasoning for two accounts to be builtWe apologize if Ms*** feels these points were not communicated to her satisfactionIn order to arrive at a resolution should Ms*** wish to disconnect the one account ViaSat will agree to waive the early termination fees for both the internet and VOIP servicesMs*** will want to make sure that she ports her phone number over before disconnecting the account so that the phone number is not lostIf Ms*** does choose to disconnect the account she can call ###-###-#### and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Per ViaSat’s previous reply, Ms*** is receiving ViaSat’s Freedom planViaSat’s Freedom plan is offered to customer’s at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides 150GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 3:AM to 8:AM, local time, during which unmetered service is provided at no extra costViaSat does not offer an unlimited service plan, and the Freedom plan does not offer free web browsing or emailAs it pertains to the usage categories not being available, Data usage categories are an estimated percentage and are to help guide the customer to identify patterns of behaviorAdditionally, ViaSat will not offer Ms*** any additional credits to her accountThank you