ViaSat, Inc.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of sale customers are advised of ViaSat’s 24-month minimum service term agreement and the early termination fees should the account be disconnected prior to...

the 24 months. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on April 23, 2014 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. Mr. [redacted] was charged $41.76 for early termination fees. The account was disconnected 2 months prior to the 24 month agreement date. In order to arrive at a resolution ViaSat has agreed to remove the charge of $41.76 from the account. Mr. [redacted] now has a $0 balance on the account. Thank you for allowing ViaSat the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me upon the following conditions: I receive a corrected statement balance of $0.00 on the March billing cycle with ViaSat. I am not turned over to collections before the March billing cycle reflects the corrected statement. Before I accepted ViaSat's response I wanted to verify that my account charges had been waived in their system. I called yesterday 2/28/2018 at 9:30Am. I spoke with Gary.(transaction ID #[redacted]) He researched my account and verified that the waiver was approved 2/27/2018 at 6:34 pm. Waiver confirmation #[redacted]. I also wanted to verify that I would not be turned over to a collection agency before the next billing cycle reflected the waiver. He assured me I would not be turned over after speaking with his floor supervisor. He said, "you will not be turned over to collections." As long as I receive the a statement balance of $0.00 after the 20th of March 2018 then yes, I do find this resolution satisfactory.
Sincerely,
[redacted]

Thank you for bringing Mrs. [redacted] complaint to ViaSat’s attention.  We apologize for any confusion or frustration this situation may have caused. On August 11, 2016, ViaSat received a call from Mrs. [redacted] regarding her inability to update anything on her dashboard of her website. At this...

time, it was a one site issue and ViaSat’s Network Operations Center was able to resolve her issues. Mrs. [redacted] confirmed to the ViaSat representative that everything was working correctly. On August 15, 2016, Mrs. [redacted] contacted ViaSat again due to her inability to update anything on her websites dashboard again. During this conversation, Mrs. [redacted] was advised that the issue would be escalated to our Network Operations Center for further review, and they were able to duplicate the issue over Exede’s network. However, the issue was also impacting other networks and the Network Operations Center advised that Mrs. [redacted] would need to contact her websites administrators for further assistance. Mrs. [redacted] contacted ViaSat again on August 16, 2016, as she stated that her website administrator stated that everything was working on their end, yet she was still unable to use her dashboard on her website without using a hotspot. The representative speaking with Mrs. [redacted] stated that they would reopen the issue with our Network Operations Center, but Mrs. [redacted] became upset. As Mrs. [redacted] requested the disconnection of her ViaSat account, the representative agreed to do so with the waiver of the early termination fees. Mrs. [redacted] accepted this offer, and her ViaSat account was disconnected on August 16, 2016. Given this information, ViaSat believes that Mrs. [redacted] compliant has been resolved and no further action is required. However, Mrs. [redacted] is responsible for returning ViaSat’s modem and transceiver within 30 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 [redacted] 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. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’ complaint to our attention.
Ms. [redacted] was receiving Viasat’s Unlimited Data Bronze 12 service plan at $70.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. The Unlimited Data Bronze 12 service plan...

provides unlimited data usage at regular speeds up to 12 Mbps. The service is optimized for streaming at small screen quality or 360p.
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.
Our records show Ms. [redacted] contacted Viasat via online chat on November 16, 2017 regarding the speed of her service. At this time, Ms. [redacted] was provided with troubleshooting steps and advised to call in for further assistance.
Viasat did not hear back from Ms. [redacted] regarding the speed of her service until January 17, 2018, at which time she was guided through troubleshooting, and educated on network congestion and peak hours. When Ms. [redacted] expressed interest in disconnecting, she was reminded of the 24-month minimum service term and the early termination fees.
Ms. [redacted] called a second time the same day regarding her service speeds. Once again she was advised that her service was being impacted by network congestion.
Between January 18, 2018 and February 3, 2018, Ms. [redacted] called Viasat several more times regarding the speed of her service, and was informed each time that she was being impacted by network congestion. When Ms. [redacted] requested a service call on January 18, 2018, she was informed that one was not required and that Viasat’s field technicians could not resolve network congestion.
On February 3, 2018, Ms. [redacted] requested the disconnection of her account due to her speed issues. The Viasat representative informed her of the disconnection disclosures before processing her request.
Viasat does not agree to waive Ms. [redacted]’ early termination fees or approximately $328.93 in full; however, as resolution to this complaint, Viasat will agree to waive half of the charge, leaving her responsible for $164.47.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.
Our records show Ms. [redacted] contacted Viasat on May 4, 2017 because she was experiencing a connectivity issue. Ms. [redacted] was guided through troubleshooting, after which a service call was ordered and scheduled for May 17,...

2017.
On May 17, 2017, Viasat’s Home Service Provider (HSP) contacted Ms. [redacted] to advise her appointment would need to be reschedule as there was no technician available. There was no answer and a message was left requesting callback.
Ms. [redacted] called Viasat on May 18, 2017 to report that her service call had not been fulfilled. During this conversation, Ms. [redacted] was informed that the HSP had contacted her to reschedule her appointment. The Viasat representative rescheduled Ms. [redacted] appointment for May 31, 2017 and provided her with a $15.00 goodwill credit.
On May 30, 2017, the HSP once again attempted to contact Ms. [redacted] to advise her that there was no technician available and to reschedule her appointment, but there was no answer and a message was left. The HSP made several additional attempts to contact Ms. [redacted] to reschedule her appointment between June 1, 2017 and June 5, 2017 with no response from Ms. [redacted]. On June 7, 2017, the service call appointment was canceled as the HSP was unable to get in contact with Ms. [redacted].
On May 24, 2017, Viasat charged Ms. [redacted] $78.91 in monthly service fees, but the payment failed. Subsequently, on June 7, 2017, her account was suspended for nonpayment of service.
Ms. [redacted] called Viasat on June 26, 2017 to advise of her connectivity issues, but the call ended before the Viasat representative could fully assist her.
On September 14, 2017, Ms. [redacted] account was disconnected for nonpayment of service. Viasat charged Ms. [redacted] $272.91 in early termination fees plus the existing balance due on September 24, 2017, but no payment was collected. This amount remained as a balance due on the account until November 6, 2017, when the account was referred to outside collections for further action.
As Viasat made an attempt to reach out to Ms. [redacted] regarding her service call and have it rescheduled, Viasat does not agree to waive the balance due of $272.91 in full. As resolution to this complaint, however, Viasat will agree to waive $175.91 from the balance due. This is a total of half of her early termination fees ($97.00) plus the failed monthly service fees ($78.91), leaving Ms. [redacted] responsible for a balance due of $97.00.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to our attention.   Mr. [redacted] was receiving Viasat’s Unlimited Data Silver 25 Mbps service plan at $70.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. As Mr. [redacted] ordered service during a...

promotional period, he was receiving a discount of $30.00 off his bill per month for the first three months, and the EasyCare program at no charge for the same length of time.   The Customer Agreement provided to each new customer, and signed by [redacted] on March7, 2018 also available at [redacted], 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.   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.   Our records show that Mr. [redacted]’s service was installed on March 7, 2018. He called Viasat the same day requesting a disconnection of service due to latency for online gaming stating it was too slow. The Viasat representative advised Mr. [redacted] of the early termination fees; however, as Mr. [redacted] was disputing the early termination fees, the Viasat representative escalated a request to have the fees waived due to Mr. [redacted]’s short term as a Viasat subscriber. Mr. [redacted] was informed and acknowledged that the waiver was not guaranteed and could be rejected.   The early termination fee waiver was rejected on March 9, 2018 due to customer not allowing trouble shooting or a service call to resolve Mr. [redacted]’s issues. Mr. [redacted] was charged early termination fees on March 9, 2018 of $361.07.   Mr. [redacted] called Viasat again on March 9, 2018 requesting a refund for the early termination fees. At this time, Viasat representative advised Mr. [redacted] that the early termination fee waiver had been rejected, and transferred Mr. [redacted]’s call to a supervisor, per his request. The Viasat supervisor advised Mr. [redacted] that Viasat would not refund his early termination fees.   As resolution to this complaint and in consideration of Mr. [redacted]’s short term as a Viasat subscriber, Viasat has issued a refund for the early termination fees of $361.07 to Mr. [redacted]’s account as of March 14, 2018. Mr. [redacted] should be advised that it may take three to five (3 to 5) business days for him to see the amount deposited into the account.   Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for bringing Mrs. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
The Customer Agreement signed by Mrs. [redacted] on October 28, 2013 states that monthly fees...

are payable in advance. Customers are also made aware of this at the time of the sale. Regarding the charge to Mrs. [redacted]'s credit card, ViaSat collected an advanced payment for the monthly of service on August 1, 2015. On August 1, 2015 Mrs. [redacted] made contact with ViaSat's Customer Service Department to request the disconnection of her ViaSat account, and was advised of the disconnection disclosures at this time.
Mrs. [redacted] first made contact with ViaSat's Customer Service Department to discuss the refund of $89.98 on September 3, 2015. During her conversation with ViaSat's customer service representative, Mrs. [redacted] was advised that the request for the refund had not been entered; however, that they would submit the refund and she would receive in within seven to fourteen business days. However, on September 8, 2015 when Mrs. [redacted] made contacted with ViaSat's Customer Service Department received she was advised that the previous representative's request was denied.
Nevertheless, on September 10, 2015 Mrs. [redacted]'s ViaSat account was refunded $89.98 to the payment method on file. This refund should be received within three to five business days. Should Mrs. [redacted] not see the refund within this time frame, please have her contact ViaSat's Customer Service Department at XXX-XXX-XXXX. Additionally, Mrs. [redacted]'s payment method on file will be removed on September 17, 2015 once ViaSat has confirmed the refund has been received by Mrs. [redacted].
We apologize for any confusion this situation may have caused, and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: I have attached my "monthly usage meter". You can see that it does not reflect where data is being used, and this is a deceptive practice by Viasat. My package includes free email and web browsing, with no restricted hours on that use. However, Viasat Revdex.com response states my usage is from web browsing. Since I can't see that on the attachments, as a customer I never know where the data is really being used. However, since they have said it was mostly web browsing, then we go back to the original issue of Viasat incorrectly charging me and I should be credited back data for this web browsing and email use. My service has been out for 2 weeks out of this past month, and I am not aware of any credit for $225.34 or $195.35, as they should not be charging me for the 2 lost weeks. If they are indeed crediting my account, there should be no charge for these 2 weeks, the $420 can cover April (minus the 2 weeks), May, and then the remainder should be put towards the contract for the remainder which expires in March to keep me at $80.78 starting in May. Their math is wrong: $40 for April, + $80 for May, then a credit of $19.99/month for the other 4 months would total $80 for those months, so the total they are telling you they are crediting me is $200 but their totals of $225.34+ $195.35 is $420. They should be crediting me for the remainder of the contract, which would work out to be $180, plus the $120 for April and May, which still leaves me a credit of $120. From that they can credit the $5.99/month which would be $66, still leaving a credit balance of $54, which they can apply evenly over the remainder of the term.In my experience with Exede, the customer is only given a "fuel gauge" type meter and no details about their usage. I have been complaining along with MANY other about this. We've been on vacation with the Exede modem not working at all, and had data used. There is no way our account used it. If the customer was given specifics, they could manage use, see where their data is going AND have proof when it is not from their account. When you call, they ALWAYS turn it back to the customer.  This company not only doesn't care, but is flippant with some sort of "try and get me" type of attitude.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any frustration or confusion this situation [redacted] have caused.
ViaSat did not receive any contact from Mr. [redacted] regarding connectivity issues until June...

9, 2015. During the conversation with ViaSat's customer service representative, Mr. [redacted] stated that his services were not working, and requested a service call. The ViaSat customer service representative issued a service call which was scheduled for June 15, 2015. When the technician went to Mr. [redacted]'s location he confirmed that the system was struck by lightning which caused the outage.
On June 13, 2015 Mr. [redacted] contacted ViaSat again to discuss the service call and that the technician did not bury the coax cabling outside. The customer service representative offered Mr. [redacted] a goodwill credit due to this issue, and rescheduled the service call. At this time, Mr. [redacted]'s services appear to be working without any issues as no further contact has been made by Mr. [redacted].
If Mr. [redacted] wishes to move forward with the disconnection of his ViaSat account, ViaSat will agree to do so. The Customer Agreement provided to each new subscriber and signed by Mr. [redacted] on November 29, 2014 obligates subscribers to a 24-month Minimum Service Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will apply. However, ViaSat will agree to waive half of the early termination fees of approximately $255.00 as a gesture of good faith.
Mr. [redacted] contact ViaSat's customer service department at X-XXX-XXX-XXXX and reference ticket XXXXXXXX. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know that there has been at least twice since November and before this issue in June where we have had to have service calls for connectivity. On one account they replaced the dish
The fact that we have never had service to repair an issue in less than two days was not even addressed.
Final Business Response /* (4000, 9, 2015/06/26) */
As stated in ViaSat's previous reply if Mr. [redacted] wishes to disconnect his account he [redacted] do so, but he will be responsible for half the early termination fees. ViaSat does not show that any contact was made by Mr. [redacted] in November 2014. Given this information ViaSat believes the previous respond provided is satisfactory. Thank you.

Initial Business Response /* (1000, 5, 2015/08/19) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Mr. [redacted] contacted ViaSat several times since installation in June 2014. Each time, Mr....

[redacted] would advised the customer service representative that he was experiencing slow speeds. However, each time, Mr. [redacted] was advised that the slow speeds were due to congestion within his area, but that this normally occurs during peak hours.
On August 17, 2015 Mr. [redacted] contacted ViaSat's customer service department to request that his account be disconnected as he was moving and would not be retaining services. During his conversation with the customer service representative Mr. [redacted] was educated on early termination fees that would be assessed should he wish to disconnect.
At the time of sale Customers are made aware of ViaSat's the 24-month minimum service term commitment, early termination fees, and equipment lease requirements. Each of these points is also addressed in the Customer Agreement signed by Mr. [redacted] on June 24, 2014 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction.
As Mr. [redacted] stated that he is moving and unable to retain his ViaSat services at his new location, ViaSat will agree to disconnect Mr. [redacted]'s account with waiver of the early termination fees. However, Mr. [redacted] is responsible for returning ViaSat's modem and transceiver within 30 days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a pre-paid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return.
Mr. [redacted]'s ViaSat account will be disconnected on August 21, 2015. Should he need the account to remain active for additional time, please advise.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The part about viasat waiving the early termination fee is good. I agree with that and approve. However, in addition to returning the modem I was told I would need to detach and return the receiver from the satellite dish itself. Well, quite frankly I'm not going to get up on a ladder and remove that from the dish itself. It's pretty high up and I'm not sure what tools I would need to use. I was told when I disconnected service that if I didn't remove the receiver myself that a technician could do it for a fee (I believe it was $125 or around that amount). Frankly I don't believe I should have to pay that either. I believe that the early termination fees were going to amount to $150. Those will be waived apparently. That's great I appreciate that. However, I would like the transceiver removal fee of I believe $125 to be waived also. Also, I assume that the waiver of the early termination fee has been communicated to Viasat's billing department so that I will not see that charge on my credit card, correct? Thank you.
[redacted]
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the box from viasat for mailing back the internet modem, plug in charger and the trans receiver (from the Dish). Which is fine. However, again I want it understood that I will not be charged an early termination fee. I didn't see that issue addressed in the response above from Viasat.
Final Business Response /* (4000, 13, 2015/08/31) */
As stated in our previous reply, "Mr. [redacted]'s account has been disconnected and the early termination fees waived." No further charges shall occur should his leased equipment be returned within the 30 day time frame. Given this information ViaSat believes this complaint has been resolved. Thank you.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. ViaSat collected the automatic payment of $70.28 on 4/4/2016 along with the onetime payment that Mr. [redacted] made on 4/4/2016. On 4/6/2016 Mr. [redacted] automatic payment was...

stopped which means ViaSat was unable to process a refund back to Mr. [redacted] within the 3-5 business days. At this time the payment method has been removed and no further payments will come out of that payment method and Mr. [redacted] will need to call in to make onetime payments on the account. The refund will not be issued back in check form which was processed today 4/14/2016 and Mr. [redacted] should see the refund within 7-10 business days by US Mail. In order to arrive at a resolution ViaSat has also issued a credit for 1 free month of service to the account. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing [redacted] rebuttal to our attention.
The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show [redacted] electronic signature on the Customer Agreement dated August 10, 2013. We apologize for any misunderstanding regarding the electronic signature process. A copy of [redacted] electronically signed Customer Agreement has been included for his review.
ViaSat received a call from [redacted] on December 26, 2014, at which time she requested to move her services; however, she changed her mind when advised that ViaSat did not offer unlimited service in her new location. At this time, [redacted] was reminded of the Customer Agreement and 24-month minimum service term, and advised that she would be charged early termination fees of approximately $120.00. [redacted] chose not to disconnect her account at this time, advising that she would speak to [redacted] about moving the service. At this time, the ViaSat representative reviewed the one-time move process with [redacted], advising that she would be obligated to agree to a new 24-month minimum service term, and would have to return the equipment. The representative also advised that the equipment would need to be returned even if she chose to move forward with disconnecting.
ViaSat did not hear back from [redacted] until June 30, 2015, at which time she requested disconnection. At this time, the ViaSat representative reviewed all disclosures with [redacted], including the early termination fees and the equipment return requirements. [redacted] advised the ViaSat representative that she did not want to disconnect service until she had located the equipment. As such, the account remained active, per her request.
As stated in our previous response, ViaSat has waived the balance due of $242.32 in full. ViaSat has also requested a UPS box with free return shipping label be sent to [redacted] for the return of ViaSat’s modem and transceiver, which he is responsible for, per the Customer Agreement.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

As stated in ViaSat’s previous reply, Credit card companies administer an automated process that provides merchants with updates to customer credit card information when those merchants are known to use automatic recurring payments. ViaSat accepts and updates the customer credit card information at the request of the credit card companies acting on their customer’s behalf. Per the Credit card companies administer, Ms. [redacted]’ payment method was updated on December 30, 2016 per the information provided by the Credit Card companies administer. Given this information, ViaSat believes this complaint has been resolved. Thank you.

Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. After further review of Mr. [redacted]'s complaint, ViaSat has determined that the service is not meeting Mr. [redacted]'s needs or expectations and he is wishing to disconnect the...

services with no early termination fees. At the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees should the account be cancelled prior to 24 months. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on March 10, 2015 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. In order to arrive at a resolution ViaSat is willing to let Mr. [redacted] out of the contract with no early termination fees. Mr. [redacted] will want to contact customer service at ###-###-#### and reference ticket number [redacted]. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for brining Ms. [redacted]' complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] contacted ViaSat on August 24, 2015 to disconnect her ViaSat services. At the time of...

disconnection customers are made aware that the charge of $62.48 had already been collected for their monthly services. ViaSat's customer service representatives educated customers that unused services are not refunded if they disconnect in the middle of their monthly service term; however, we encourage customers to disconnect 2 days before their next billing cycle to ensure no further charges occur.
As Ms. [redacted]' monthly service fee had been collected at the time of disconnection, ViaSat's customer service representative did not request for the fees to be refunded. However, as a gesture of good faith Ms. [redacted] monthly service charge from August 24, 2015, in the amount of $62.48, has been issued to the payment method on file. Ms. [redacted] should receive this refund in three to five business days from today, September 21, 2015.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Ms. [redacted]'s complaint to our attention.
Ms. [redacted] is a customer of [redacted] ([redacted]). [redacted] manages all functions for their customers including sales, technical service, customer...

service, and invoicing. As a result, we do not have access to Ms. [redacted]'s account.
In order to expedite a response to Ms. [redacted], we have forwarded her complaint to our contact at [redacted] for handling.
Thank you for the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
[redacted]

Thank you for bringing Mr. [redacted]’ complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Our records show that Mr. [redacted] was installed by Dish South an authorized ViaSat dealer. We apologize that Mr. [redacted] has had issues getting in touch with them. ViaSat...

bills in advance and when ViaSat attempted to collect the first payment of $75.35 from My [redacted] the payment failed. For security purposes we don’t have the card number on file. We show the card as being an American Express with an expiration date of 6/2023. When this payment failed the service was placed into a non-pay suspension which is why Mr. [redacted] stopped receiving the service. At the time of sale customers are advised of the 24-month minimum service term commitment and the early termination fees. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on April 2, 2016 and available at exede.com/legal. ViaSat has attached a copy of the customer agreement for Mr. [redacted]’ viewing. In order to arrive at a resolution ViaSat will waive Mr. [redacted]’ early termination fees should he wish to disconnect the account. ViaSat has already waived the balance due of $75.35 leaving a current balance of $0. Mr. [redacted] can call customer service at 866-945-3258 and reference ticket # [redacted] to have the account disconnected at no charge. Mr. [redacted] will be read disclosures and told how to return the equipment using a prepaid shipping label and box. ViaSat will follow up with the dealer regarding these issues. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention.
Our records show Ms. [redacted], the account holder, transitioned her service to Viasat’s Liberty 25 – WiFi + Free Zone plan on April 18, 2017. As this service required an upgraded modem, Ms. [redacted] was informed her original modem would need to be returned to Viasat, or else she would be charged an unreturned equipment fee. The new modem was installed on April 22, 2017.
On July 12, 2017, Viasat received notice that the original modem had not been returned, and charged Ms. [redacted] $150.00 in unreturned equipment fees in addition to her monthly service fees.
Ms. [redacted] and Mr. [redacted] contacted Viasat numerous times between July 20, 2017 and December 18, 2017 regarding the unreturned equipment fee, advising that the modem had been returned. It was determined on multiple occasions that Viasat did not have record of this modem being returned.
As resolution to this complaint and as a gesture of good faith, Viasat has issued a refund of $150.00 to the payment method on file as of December 21, 2017. Mr. [redacted] should be informed that it may take him three to five business days for him to see the amount deposited into the account.
Thank you for the opportunity to respond.