ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/06/05) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any issue he [redacted] have experienced with ViaSat.
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale. Our Data Allowance Policy is...

addressed on the first page of the Customer Agreement, signed by Mr. [redacted] on March 9, 2013, and it is also available at exede.com/legal. Pursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usage. Mr. [redacted]'s is receiving Exede 10 GB plan at $49.99, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides 10 GB's of monthly data allowance; as well as download speeds up to 12 Mbps and upload speeds up to 3 Mbps.
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers. Since being installed on March 9, 2013 Mr. [redacted] has been in violation of the Data Allowance Policy nine times. However, each time Mr. [redacted] has been educated on how to monitor his usage. The most common causes for high usage are typically downloading or streaming media content (e.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files. Review of Mr. [redacted]'s account shows that a large portion of his usage is being utilized by file sharing operations such as Bit Torrent.
Mr. [redacted] has contacted ViaSat on several occasions regarding the Data Allowance Policy, and his beliefs that the usage was not being monitored correctly. Each time, ViaSat's customer service representative would review his usage, offer the ability to upgrade the account, and at times, issue a service call. As Mr. [redacted] has disputed the information pertaining to his usage and the Data Allowance Policy, ViaSat's customer service representatives has issued $1874.57 in goodwill credits since his installation in 2013, as a gesture of good faith.
In response to this complaint, ViaSat internally escalated Mr. [redacted]'s account to ensure his usage meter was calculating her data correctly. It has been determined that Mr. [redacted]'s usage meter is working properly. Currently, Mr. [redacted] has utilized 9.4 GB of the 10 GB allotment, and his usage is scheduled reset on June 12, 2015.
As ViaSat has internally escalated Ms. [redacted]'s account to verify the usage is being monitored correctly, and has issued goodwill credits totaling $1874.57, ViaSat does not believe any further action is required. In order to come to a resolution regarding this complaint, ViaSat will agree to apply 2 GB of free additional data onto Mr. [redacted]'s account; however, the account will remain on the current plan unless otherwise specified by Mr. [redacted]. Mr. [redacted] also disconnect his ViaSat account without early termination fees if he believes the ViaSat services do not work for his needs.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have monitored my usage on my devices with software that always shows less usage than they do! Those credits were not asked for by me but offered by ViaSat for inconvenience, poor performance, etc. They also told me that I had certain devices attached to my router that I have never even owned!
"The most common causes for high usage are typically downloading or streaming media content (e.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files. Review of Mr. [redacted]'s account shows that a large portion of his usage is being utilized by file sharing operations such as Bit Torrent." Per ViaSat above.
Any large downloading or uploading is always done between 12pm-5am where it is unlimited. That is always where the discrepancy shows up. There have been many of these same issues found where in fact the provider is at fault. Because of the FAP policy they can always dictate it is correct and you need to buy more data or cancel. If I had normal landline DSL or broadband this would be a moot point and they know it. They would always suggest I upgrade the account! I have had better things to do with my time that argue with ViaSat 2 hours a week over the last few months. They would actually owe me over $5000.00 in credits based on my lost time and wages. They already offered an upgrade for one year but declined to do this because of supposed file sharing operations mentioned above. So their goodwill was neither good or beneficial. If they offered additional bandwidth or or a discount on my current plan I would work with them.
Best regards,
[redacted]
Final Business Response /* (4000, 14, 2015/06/26) */
Upon review of Mr. [redacted]'s account ViaSat does show that he made contact on June 15, 2015 with our corporate care representative. On this date, ViaSat's customer service representative advised Mr. [redacted] that he could upgrade his account to the 15GB for the 10GB pricing. If Mr. [redacted] would still like to take this offer, please have him contact customer service and reference ticket XXXXXXXX. We apologize for the confusion regarding this information. Thank you!
Final Consumer Response /* (2000, 16, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept under the above terms once they have proved that my monthly bill stays exactly the same @ $49.99 for 15GB plan moving forward with no expiration and I do not not have to call in monthly for this to continue.

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 made aware of ViaSat’s 24-month minimum service term commitment 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 January 3, 2017 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. The Customer Agreement signed by Mr. [redacted] on January 3, 2017 states that all monthly fees are payable in advance.  Customers are also made aware of this at the time of the sale.  Regarding the charge to Mr. [redacted]’s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on January 4, 2017. In order to arrive at a resolution ViaSat has agreed to remove the charge of $344.46 for the early termination fees. ViaSat has also contacted the outside collection agency to have Mr. [redacted] removed. ViaSat will not refund the $124.67 as this was a valid charge once the account was activated. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing Ms. [redacted] complaint to our attention. Each customer has access to Viasat’s Customer Agreement at exede.com/legal.  New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer...

Agreement prior to service installation. 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 Ms. Seon [redacted] electronic signature on the Customer Agreement dated February 14, 2017.The Customer Agreement 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.On April 12, 2018, Ms. [redacted] contacted Viasat to state that she was moving, and would like to disconnect her services. She declined an offer to move and reconnect her Viasat services. A Viasat representative read disconnection disclosures to Ms. [redacted], including information about her early termination fees. Ms. [redacted] stated that she believed she had signed a one year contract, and was advised that Viasat does not offer one year contracts. She was also advised to contact her Viasat authorized dealer in regards to paying at installation, as Viasat had not charged that amount to her. Ms. [redacted] chose to proceed with her disconnection, and it was processed the same day. On April 16, 2018, Ms. [redacted] was charged $155.20 for early termination fees. Viasat was successful in taking her payment for the amount the same day. In resolution to this complaint, Viasat will agree to refund half of the early termination fees in an offer of goodwill in the amount of $77.60. This refund was processed on April 20, 2018, and will take three to five business days to be seen.If Ms. [redacted] 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. [redacted] complaint to our attention.
The Customer Agreement signed by Ms. [redacted] on September 5, 2014 states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale.
Our records show Viassat charged...

Ms. [redacted] $119.98 in monthly service fees on December 8, 2017. Viasat received a chargeback from Ms. [redacted] bank on January2, 2018, and issued a refund accordingly; however, as the charge was considered valid, it remained due on her account. On January 8, 2018, Ms. [redacted] was charged $23696 in monthly service fees plus the existing balance due. As no payment was collected, her account was suspended for nonpayment on January 15, 2018.
On February 8, 2018, Viasat charged Ms. [redacted] an additional $1.81 in an Annual Property Tax Recovery Fee. This amount was added to the balance due, creating a total amount of $241.77.
Viasat received a call from Mr. Michael [redacted] on March 1, 2018 regarding the status of the account. During this conversation, Mr. [redacted] expressed that he’d believed the account had been disconnected in October 2017. The Viasat representative correctly informed Mr. [redacted] that Viasat had not received any disconnection request from him or Ms. [redacted] regarding the status of the account. Mr. [redacted] was also advised that the balance due was considered valid as Viasat had not received any indication that the [redacted]s wanted to disconnect their account. Per Mr. [redacted] request, the account was disconnected at this time. Prior to this interaction, Viasat had not heard from Mr. or Ms. [redacted] since December 9, 2014.
On April 17, 2018, the account was referred to outside collections for further action on the balance due.
Regarding her inability to reach Viasat’s Customer Service Department via her phone number, our records show that it is associated with a previous DISH Network wholesale account Ms. [redacted] had prior to receiving service directly through Viasat. As Viasat’s Customer Service Department cannot assist wholesale customers, they are redirected accordingly when the call into Viasat with the phone number associated with their wholesale account. We apologize for any frustration
As resolution to this complaint, Viasat will agree to remove Ms. [redacted] account from collections with the balance due waived in full.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for bringing Mr. [redacted]' complaint to our attention. We apologize for any issue he may have experienced regarding ViaSat's Data Allowance Policy.
Mr. [redacted] also filed a complaint through the Federal Communications Commission on...

August 12, 2015 regarding this same information.
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers. Customers 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 Mr. [redacted] on August 2, 2014 (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 usage. The most common causes for high usage are typically downloading or streaming media content (e.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files. Customers have the choice to purchase additional data under ViaSat's Buy More option at $9.99 per 1 GB on an as-needed basis, but are not required to do so. Alternatively, customers may utilize ViaSat's Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost.
Mr. [redacted] is currently receiving ViaSat's Exede 10 GB service plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides customers with a 10 GB monthly data allowance, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps. The following service plans are also available in Mr. [redacted]' area:
Exede 15 GB - $69.99/month
Exede 25 GB - $129.99/month
Our records show Mr. [redacted] contacted ViaSat on August 4, 2015 regarding his data usage. During this conversation, Mr. [redacted] was advised that he had used 76 percent of his 10 GB allowance, but the representative informed him that they were unable to view the traffic categories at that time. Mr. [redacted] requested to speak with a supervisor. The ViaSat supervisor advised Mr. [redacted] to call back in 24 hours to review his usage. As a gesture of good faith, the ViaSat supervisor provided Mr. [redacted] with 5 GB of free additional data.
Our review of Mr. [redacted]' account shows that as of August 13, 2015, that Mr. [redacted]' usage is largely going towards Storage (Online Backup). The majority of his usage did occur on August 4, and August 5. As a gesture of good faith, ViaSat will provide Mr. [redacted] with 5 GB of free additional data.
If he has any further questions or concerns regarding his monthly data usage, or would like to transition his account to a different service plan, Mr. [redacted] may contact ViaSat's 24-hour Customer Service Department at 1-855-463-9333. If he chooses to transition his service to a different plan, ViaSat is willing to provide him with a discount of $10.00 off of his bill per month for 12 months. If he would like to take advantage of this offer, Mr. [redacted] should reference ticket no. XXXXXXXX when he calls into Customer Service.
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.)
I have asked Viasat for contact back to me directly and two times mentioned above I was promised a call back with explanations for our internet usage. I have yet to be contacted directly. Viasat has a problem with being able to prove the customer has used the data plan accurately. They cannot give adequate explanation for using 100% of a data plan within a 6 hour period when my /our 12 month history clearly shows we have NOT done this (used 100% of the plan in 6 hours) in any past month's data plan.
Final Business Response /* (4000, 9, 2015/08/24) */
We apologize if Mr. [redacted] was advised by a customer care representative that he would be contacted back, and this was not completed. As stated in our previous reply, our review of Mr. [redacted]' account shows that as of August 13, 2015, that Mr. [redacted]' usage is largely going towards storage (e.g., online backup). The majority of his usage occurred between August 4, 2015 and August 5, 2015. As a gesture of good faith, ViaSat did provide Mr. [redacted] with an additional 5 GB of free data. We encourage Mr. [redacted] to review any programs that require online backup as this is what appears to have caused the high usage. Again, we apologize for any confusion or frustration this situation may have caused. Thank you!

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Unfortunately, purchasing ViaSat’s service with DirecTV does not bundle the billing.  ViaSat handles customer billing for its own services and...

therefore, [redacted] is billed separately for his ViaSat internet service. Our records show [redacted] ordered his service through an authorized ViaSat dealer that also offers DirecTV.  Unfortunately, purchasing the services together did not “bundle” the billing.  ViaSat handles customer billing for its own services and therefore, [redacted] would be billed separately by ViaSat for the Exede® service. At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitations.  Each of these points is also addressed in the Customer Agreement signed by [redacted] on June 07, 2016 and available at exede.com/legal. We apologize if [redacted] feels these points were not communicated to his satisfaction. We apologize for any confusion or frustration [redacted] may have experienced. In order to bring this complaint to resolution ViaSat will agree to disconnect [redacted] account with waiver of the early termination fees. However, [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 free 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. [redacted] may contact ViaSat’s 24-Hour Customer Service Department at [redacted] and reference ticket [redacted] to move forward with the disconnection of his ViaSat account. Thank you for the opportunity to respond.  .

Initial Business Response /* (1000, 5, 2015/08/18) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. ViaSat apologizes for any inconvenience this may have caused. 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. Each of these points are also addressed in the customer agreement signed by Ms. [redacted] on July 20, 2015 and available at exede.com/legal. ViaSat apologizes if Mr. [redacted] feels these points were not communicated to his satisfaction. After reviewing the account ViaSat has determined that Mr. [redacted]'s usage is going towards Web Browsing, Filesharing (Bittorent), Software Updates, Media (Video or Audio) YouTube, Other Traffic, File Transfers, Instant Messaging, Social Networking, along with Windows and IOS Updates. ViaSat offers larger packages that may suit Mr. [redacted]'s needs and expectations, currently Mr. [redacted] in on the 12 GB plan. ViaSat offers two other plans one with 18 GB priced at $99.99 per month and the other at 30 GB for $149.99 per month. In order to arrive at a resolution should Mr. [redacted] wish to disconnect the account ViaSat will agree to waive half of the early termination fees. Mr. [redacted] can call customer care and reference ticket number XXXXXXXX. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Mr. [redacted] chatted in on December 17, 2015 and was advised that if the package was transitioned to the Liberty 10 that he would not be able to go back to the Classic 10 package...

as it was no longer available . In order to arrive at a resolution we have transitioned Mr. [redacted] back to the Classic 10 package as of today January 25, 2016. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any issue she may have experienced with ViaSat’s billing.  The Customer Agreement signed by you on April 4, 2016 states that monthly fees are payable in advance and such monthly fees will apply for each and...

every month (or portion of a month) beginning with the date service is activated. Customers are advised of these points at the time of sale.  We apologize if you feel these points were not communicated to your satisfaction. ViaSat sends bills to the email address on file. On May 8, 2016 ViaSat attempted to collect $151.00 from [redacted] payment method on file for half of the early termination fees as a ViaSat representative previously agreed to waive half; however, this payment failed. Due to the nonpayment status on [redacted] account, on May 31, 2016, ViaSat sent her account to our outside collections agency. This same date, [redacted] contacted ViaSat to inform us that she would be mailing a check in for the past due balance. As the account had already been sent to our outside collections agency, the account remained there until the payment was received. On June 7, 2016, ViaSat received the one-time payment for the past due balance. On this same date ViaSat removed [redacted] account from our outside collections for the amount of $151.00 and waived the balance due. ViaSat did not report the delinquent balance to any credit reporting bureaus. We apologize for any misunderstanding or frustration [redacted] may have experienced. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any frustration he may have experienced.
The Customer Agreement, signed by Mr. [redacted] authorized signer, on April 18, 2012 and available at...

exede.com/legal, states that customers are responsible for returning ViaSat's modem and transceiver within 30 days after their disconnection. Failure to return this equipment will result in an unreturned equipment fee of up to $300.00, not including taxes. A prepaid UPS box with free return shipping label and illustrated instructions is delivered to a customer's mailing address within a week after the disconnection of their account for the return of ViaSat's equipment.
Mr. [redacted] contacted ViaSat on June 17, 2015 to disconnect his account because he was moving to a new home address. During this conversation, the ViaSat representative reviewed all disconnection disclosures with Mr. [redacted], including the return of ViaSat's equipment. The UPS box was delivered to Mr. [redacted]'s home on June 26, 2015.
On July 20, 2015, ViaSat was alerted that Mr. [redacted] had not returned the ViaSat equipment. As Mr. [redacted]'s bill cycle date is scheduled for the 20th of each month, he was charged an unreturned equipment fee of $315.90 the same day. ViaSat received notice on July 21, 2015 that his equipment had been returned. Mr. [redacted] requested the removal of his payment method from ViaSat's systems on July 22, 2015.
As Mr. [redacted]'s equipment had been returned, an attempt to automatically refund the unreturned equipment fees was made by ViaSat's billing system on July 29, 2015; however, as there was no payment method on file, per Mr. [redacted]'s request, the refund attempt was unsuccessful.
ViaSat did not hear back from Mr. [redacted] regarding his refund until August 20, 2015. During this conversation, Mr. [redacted] was incorrectly advised that the refund had been issued to him that day. ViaSat received another call from Mr. [redacted] on August 24, 2015 because he still had not received his refund, and the matter was escalated for review.
In order to come to a resolution regarding this complaint, ViaSat will issue a refund of $315.90 to Mr. [redacted]. As he does not have a payment method on file, this refund will be issued via check to [redacted] XXXXX, per Mr. [redacted]'s request. Mr. [redacted] should be advised that it may take 4-6 weeks for him to receive this check.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There are inaccuracies in Viasat's response, just as Ibreceived inaccuracies on each of 3 calls over a 5 week period. I returned the boxes for disconnect of two services on the very day that Biasat sent the call tags by UPS. One box made it in a timely manner, but according to Viasat, the other did not. Perhaps Viasat could have sent the call tags a few days earlier! I did not cancel service because I was moving. I canceled because Viasat has been more problems than it was worth to me since day one. [redacted] was not an authorized sign or for me - He was Viasat's part time installer in this area. I had been led to believe by him that I was purchasing the equipment with the exorbitant installation fees. Now I understand that they were lease fees which I paid upfront with the installation fee. I was told when I asked for my payment method to be removed from my two accounts, that the credit card info would still be retained for "any unexpected charges" pertaining to my account, however removal would disallow further auto charges to my credit card.

Thank you for brining Mr. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Mr. [redacted] contacted ViaSat on May 1, 2016 to discuss the connectivity of his ViaSat account. During his conversation with the ViaSat representative,...

Mr. [redacted] was unwilling to troubleshoot his computer and requested that the troubleshooting steps be performed through his cellphone. However, ViaSat is unable to perform troubleshooting steps on a cell phone. On this date, Mr. [redacted] requested a service call which was subsequently scheduled. ViaSat’s Home Service Provider went to Mr. [redacted] location on May 3, 2016 and repointed and peaked his ViaSat dish. This appeared to have resolved any issues that might have been affected Mr. [redacted] services. Currently, Mr. [redacted] has used 15 GB of his 10 GB purchased. Customers 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 Mr. [redacted] on October 15, 2012 (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 usage. This 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 24 hours to display the current usage. This is disclosed in text to all customers immediately below the usage meter on MyExede.net. The ViaSat modem needs to be online to have the monthly usage meter reset. Additionally, on May 2, 2016, ViaSat issued a credit of $59.98 to Mr. [redacted] account as a gesture of good faith. This credit will apply towards his May 20, 2016 ViaSat bill. Given that Mr. [redacted] has been given a goodwill credit, and that the service call was completed on May 3, 2016, ViaSat believes that his issue has been resolved. If Mr. [redacted] continues to experience issues with connectivity directly related to the Data Allowance Policy, he may contact ViaSat’s 24-Hour Customer Service at [redacted] and review the alternate packages available in his area that might better suite his needs. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of disconnection ViaSat read the disclosures to Ms. [redacted] and let her know that there would be a termination fee. At no time did ViaSat state that the fees...

would be waived. Ms. [redacted] called in on March 10, 2016 regarding the collection notice and was advised the charge was a valid charge and Ms. [redacted] agreed to make a payment plan arrangement. In order to arrive at a resolution ViaSat has removed the account from collections and will make sure the calls are stopped. Mr. Traxler and Ms. [redacted] will want to make sure they call to make a payment for the early termination fee so that it is not turned over to collections again. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted]’ complaint to ViaSat’s attention. We apologize for any issues she may have experienced.   Our records show Ms. [redacted] was receiving ViaSat’s Liberty 18 plan at $99.99, plus applicable taxes and a $9.99 monthly lease fee. The Customer Agreement signed by Ms....

[redacted] on October 02, 2014 and available at exede.com/legal, states that ViaSat does not provide a refund for unused services regardless of when an account is disconnected   On April 04, 2017, ViaSat received contact from Ms. [redacted] who requested the disconnection of her ViaSat account. During her conversation with the ViaSat representative Ms. [redacted] was educating on the disconnection disclosures including that her services would be disconnected at the time of the call.   ViaSat collected $110.69 for the monthly services on April 04, 2017.   ViaSat received contact from Ms. [redacted]’ April 5, 2017, at which time she requested a refund for the monthly charges collected on April 4, 2017. During her conversation, Ms. [redacted] was informed by the ViaSat representative that per the Customer Agreement these charges were valid.      In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to refund Ms. [redacted] the monthly charges collected of $110.69 on April 4, 2017. Ms. [redacted] should receive the refund within three to five business days. If she does not, please have her contact ViaSat’s 24-hour Customer Service department at [redacted].   Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]     I hereby agree to all payment terms offered in the most recent response to my complaint. I only have one issue to address. The document of the agreement displays an E-signature on the 2 year agreement. This quite simply is impossible since I have never been on their website for any reason thus far. How did this happen?  The only communication I have had with Excede before filing my complaint  with the Revdex.com was a phone call to the Shady sales Rep. [redacted] inquiring about the internet service, and the very courteous and professional installer at time of install. The only documentation I have signed was the paperwork presented to me by the installer on the day of install confirming my hook-up to Excede. I want to thank Excede/Wild Blue for their attention and quick response resolving this matter.      Sincerely; [redacted]

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused. On 11/18/2016 ViaSat received contact from Mr. [redacted] regarding the disconnection of his ViaSat account. During this conversation, Mr. [redacted] was...

advised of the disconnection disclosures including the leased equipment recovery process. Mr. [redacted] provided the ViaSat representative with his new address to have the lease recovery kit shipped to. Customers are responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A [redacted] box with a prepaid return shipping label will be delivered to their home address within a week after their disconnection, and it will include return instructions. Due to a system error, Mr. [redacted] has yet to receive the lease recovery kit. In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat has waived the pending charges for failure to return the leased equipment. A new lease recovery has been requested, if Mr. [redacted] does not receive this; please have him contact ViaSat’s 24-hour Customer Service at [redacted]. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:  Viasat customer service had a DIFFERENT claim about the statements each time we talked to them.  1st.  It was they are UNABLE to print hard copies of statements because the customer was supposed to do that themselves from their online account.  Difficult to manage when you have no internet service.2nd.  Viasat claimed the statements were in route....3rd.  Then later we found out no the statements were not sent.  But they will be sent....4th.  Online requests via email from my daughter requesting the statements to be emailed were ignored. As of today's date...no statements have arrived in any form, mail or email.Also, I have two accounts, one that was compromised by my grand-son-in-law [redacted] at our winter home and another account for my summer home.  I have closed my other account that was not compromised because of the complete lack of concern for my situation from Viasat Customer Service.  And case you are wondering just how rude Viasat customer service representatives are?  I invite you to pull the tapes of the charming lady I talked to on March 11th, 2017.       We still to date
Sincerely,
[redacted]

ViaSat understands [redacted]’ rebuttal; however, each time she has made contact with ViaSat regarding the slow speeds she was experiencing when not over her usage, she was unwilling to troubleshoot with our representatives. Currently, [redacted] has gone over her usage and her account is in Liberty Pass. Her usage will reset on June 20, 2016. Again, as she is within Liberty Pass time, she will have speeds that vary based on the time of day and her geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:00 p.m.- 2:00 a.m. local time), which may greatly impair a customer’s ability to use the internet. If [redacted] wishes to have troubleshooting steps performed once her usage has reset to zero, please have her contact ViaSat’s 24-Hour Customer Service at [redacted]. Thank you.

Thank you for bringing Mr. [redacted] complaint to our attention.Mr. [redacted] has two accounts with Viasat, both active and receiving Viasat’s Unlimited Bronze 12 Mbps service plan at $70 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Silver 25 service plan...

provides unlimited data usage at regular speeds up to 25 Mbps. The service is optimized for streaming at DVD quality or 480p.In order to attract new customers, Viasat is offering a promotional discount of $20 off for the first three months of the service plan, however this discount is only for new customers. We apologize if Mr. [redacted] was given this pricing. In order to bring this complaint to resolution, Viasat has added the promotional discount of $20 off for three months to both of Mr. [redacted] accounts, which will be seen starting on his next bill. If Mr. [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: You keep saying credit card companies send the updates, first ive never had this problem with ANY other company, second it was my bank account numbers, third and formost I spoke to someone at your company that said themselves that I would recieve a bill with the final charges and I could send in a check. So my main complaint still is your comany found a way to re-enter all of my bank account information. You should have NO access to my account numbers.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted] complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. Mr. [redacted] was originally set-up under a dealer which means all service calls will go directly through that dealer. ViaSat will create the service call order and then it...

gets sent to the dealer for them to schedule with the customer. We apologize that this didn't happen for Mr. [redacted] as his original dealer was no longer in business. Mr. [redacted] contacted ViaSat on December 29, 2015 and ViaSat advised Mr. [redacted] that we could do a sales channel change to another local dealer if Mr. [redacted] agreed along with that ViaSat did receive a request from Mr. [redacted] to have a copy of the electronic customer agreement to be sent which was done on December 29, 2015. At this time Mr. [redacted] needs a service call to correct the issues and ViaSat has gone ahead and did a sales channel change to another local dealer and has agreed to waive the $30 charge. ViaSat will also offer Mr. [redacted] the opportunity to cancel the services with no early termination fees due to the issues he has experienced and we will refund the latest payment of $80.27 taken on January 4, 2015. Mr. [redacted] can call customer care anytime at ###-###-#### and reference ticket number 18536928. Should Mr. [redacted] wish to disconnect the account the disclosures will be read at the time of disconnection and Mr. [redacted] will be responsible for sending back two pieces of equipment using a prepaid shipping label and box that ViaSat will provide. Thank you for allowing ViaSat the opportunity to respond.