ViaSat, Inc.

Thank you for bringing Mr. [redacted] rebuttal to our attention.
Our records show he contacted Viasat on December 20, 2017 to disconnect, but was informed that Viasat’s Retention Team was not available. Mr. [redacted] was offered and declined a retention discount offer of $10.00 off his bill per month for 12 months during this conversation.
As resolution to this complaint, Viasat has disconnected Mr. [redacted] account was of December 28, 2017 with the balance due of $140.10 for monthly service and his early termination fees waived in full.
Mr. [redacted] is responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or he 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 his home address within a week after his disconnection, and it will include return instructions. Mr. [redacted] should be informed that any request for a technician’s assistance with uninstalling the equipment is associated with a $95.00 service call fee. If he would like this service call, he will need to call into Viasat’s 24-hour Customer Service Department.
Thank you for the opportunity to respond.

In order to resolve this complaint, ViaSat issued the refund for the $40.00 Mr. [redacted] references in his complaint. We believe this addresses his concerns and the complaint has been resolved. Thank you!

Initial Business Response /* (1000, 5, 2015/06/17) */
Thank you for bringing Ms. Vo's complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused. At the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term agreement...

and the early termination fees should the account not fulfill the 24 month agreement. Each of these points are also addressed in the signed customer agreement by Ms. Vo on [redacted] 27, 2015 and available at exede.com/legal. ViaSat does not offer a trial period for the service. ViaSat also records all calls for quality assurance purposes and ViaSat was able to locate Ms. Vo's calls and listen to them and at no time was Ms. Vo advised that there would be a trial period. At this time if Ms. Vo chooses to disconnect the account he early termination fees will be valid on the account. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is false. I did not sign a contract on [redacted] 27th. The person that came to my residence informed me what I signed was not the contract. It was allowed from his to proceed with the installation. Prior to the sale I was not informed that if the connection was not satisfactory I wouldn't have to follow through with the contract. Now that I have filed this complaint on June 19th of this month a representative came, both my neighbors witnessed him illegally parked outside our residence and proceed to tresspassing [redacted] property. We had not received any communication regarding this matter. When we called in they claimed to not know anything regarding this matter.
Final Consumer Response /* (4200, 23, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had spoke with a rep at the corporate office to be able to listen to the calls. Was informed I would get a call back yet again my requests have been ignored. I was not even informed of the trespassing [redacted] transferred to another department, nor was that issue was ever resolved. The representative said the agreement was signed when the account was set up. I informed I didn't know what they were talking about as the technician was the one that did it. Which is wrong my email which is [redacted]@yahoo.com. I never even got any notices. I have the box with his hand righting with my username and password. Representative claimed not true, saying to resolve this to take this to the Revdex.com. This company has committed fraud, gave continuous broken promises. Every time I call rep says verbatim policy agreement terms,but unable to answer questions and resolve matter. As a consumer a company this horrible telling their customers to file a complaint elsewhere is unacceptable. The fact I have informed them that I didn't not set up the account initially was bypassed [redacted] overlooked. They have continued to lie and give different excuses each time.
Final Business Response /* (4000, 25, 2015/07/28) */
Thank you for bringing Ms. Vo's response to ViaSat's attention. We apologize that Ms. Vo had not received a phone call back from the corporate offices regarding the phone calls. As stated in the previous responses ViaSat has the ability to listen to all calls for quality assurance reasons. ViaSat was able to pull the calls and has determined that Ms. Vo was aware of the early termination fees to the account. At the time of installation Ms. Vo signed the electronic customer agreement in order to have the services activated. ViaSat has provided Ms. Vo with a copy of the signed customer agreement via us mail. ViaSat stands by the charges and the charges will remain valid on the account. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/12/15) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any frustration he may have experienced.
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 offers customers a 10 GB monthly data allowance, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps.
The Customer Agreement, signed by Mr. [redacted] on June 1, 2015 and available at exede.com/legal, advises that the service speeds may vary and are not guaranteed. Due 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 equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity. During "peak periods," subscribers may experience slower download speeds depending on the congestion of the Exede network. ViaSat tends to have more customers utilizing the network during peak times. Peak periods are typically 8:00 PM to 12:00 AM, local time, but may vary depending on the area.
Our records show Mr. [redacted] called ViaSAt on June 13, 2015 because he was experiencing an issue with his speeds, at which time he was advised that congestion in his area was impacting his services. ViaSat received another call from Mr. [redacted] on June 30, 2015 regarding his speeds. During this conversation, Mr. [redacted] was advised that he had exceeded his usage; however, as Mr. [redacted] was unable to browse whatsoever, a free service call was provided to him. On July 2, 2015, Mr. [redacted] was provided with 1GB of free additional data for his speed and connectivity concerns. ViaSat's technician went out to Mr. [redacted]'s home on July 5, 2015, at which time no issues were found.
ViaSat was not made aware of any further speed issues Mr. [redacted] may have experienced until November 18, 2015, when he called to disconnect his account. At this time, the ViaSat representative offered Mr. [redacted] a free month of service if he would keep his account, and suggested he call in for advanced troubleshooting with ViaSat's Technical Escalations Department. Mr. [redacted] agreed, and a credit of $49.99 was applied to his account.
Mr. [redacted] called ViaSat back on November 19, 2015 regarding his speed and connectivity issues, at which time a service call was ordered. ViaSat's technician went out to Mr. [redacted]'s home on November 23, 2015; once again, no issues were found with the ViaSat equipment. ViaSat received another call from Mr. [redacted] on November 29, 2015, at which time he was guided through troubleshooting and advised that there was high congestion in his area.
If Mr. [redacted] chooses to disconnect his account, ViaSat does not agree to waive his early termination fees in full; however, in order to resolve this issue, ViaSat will waive half of the fee. Mr. [redacted] will be 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.
If Mr. [redacted] would like to move forward with the disconnection of his account, he may do so by contacting ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
Thank you.
Initial Consumer Rebuttal /* (3000, 6, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a job during the day I use my computer mostly between 7 and 10 pm. You stated it, peak traffic is between 8 and 12. I should not have to pay for your service if it is useable during the time I need it. It is you're responsibility to provide proper band width , and you are not and have not since day one. The last call I made to viasat was during the day. I was at work and a lady called me . I missed the call the voice message said to call about my problem so I did. It was about 10am when I called back the guy said I was getting 10mbps. I said "Fine Im at work. I'm not using my internet right now. I told him that was the problem. You keep on with the traffic during the time I use the internet like I'm supposed to be ok with that. At that conversation the guy transferred me to a supervisor. The supervisor put me on hold and never came back.
You should quit advertising Excede Super Fast Internet because it is not.
In you're response you only listed my calls when I got someone who tried to help. The free time I got was when I had no internet, it was down completely . We have had your Wild Blue at our house on lake Somerville for years my wife uses that for emails and facebook during the day no problem. I'm not being unreasonable I want a refund. and I want you to take down you're dish. I am to old to climb on the roof.
Final Consumer Response /* (4200, 10, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept your offer with one exception instead of paying half. I will pay you 50 dollars for your cut off expense And agree to the rest of terms you stated. You have someone take down the dish, provide me with prepaid shipping boxes, and let me out of my contract. Thank you for trying to work with me on this matter. [redacted]
Final Business Response /* (4000, 12, 2016/01/05) */
As stated in our previous replies, the Customer Agreement, signed by Mr. [redacted] on June 1, 2015 and available at exede.com/legal, advises that the service speeds may vary and are not guaranteed. Once again, ViaSat will agree to waive up to half of Mr. [redacted]'s early termination fees. The approximate early termination fees are $270.00, not including taxes; therefore, Mr. [redacted] will be responsible for approximately $135.00, not including taxes. If Mr. [redacted] requires assistance with returning his equipment he [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX. ViaSat is willing to order Mr. [redacted] a free service call if he needs assistance.
Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the technical aspect of resolution is satisfactory to me, which is the $95 has been returned to my account. However, ViaSat did not acknowledge the reason why this was escalated to the Executive Escalations team and the Revdex.com. They acknowledge this was a failure of their billing system, however they do not acknowledge the failure of their customer service representative or the customer service manager I spoke to that refused to resolve this issue and refund the $95, which clearly was charged to me in error as stated by ViaSat in their response letter. Filing a complaint with the Revdex.com should not be necessary to resolve an issue like this, this appears to be an epic failure on the part of customer service systems and policy and an inefficient use of time of all parties involved.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/10) */
Thank you for bringing Ms. [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 Data Allowance Policy, the 24-month minimum service term...

agreement, and the early termination fees. Each of these points are also addressed in the customer agreement signed by Ms. [redacted] on April 1, 2015 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat was able to verify that the services were being used. Ms. [redacted] has contacted ViaSat numerous times and has been notified that the charges are valid and will remain valid. Once the payment is made the account will be removed from the collection agency. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my early termination fees waived. I was NEVER told that I would be locked into a contract and need to pay any fees until AFTER the Internet was installed and I received my confirmation email. I was not able to read the contract before signing it. As stated in my original complaint, I even called ViaSat 2 or 3 different times BEFORE installation to ask about their cancellation policy because I was never informed of it, and even after I called to inquire about it, I was STILL never informed of the cancellation policy and early termination fees. (Every other internet company, including satellite internet, has had a 30 day cancellation period with no early termination fees if cancelled in the first 30 days.) So I figured it was like every other internet company's policy, since NO ONE informed me otherwise, even when I specifically asked about it. So NO, I do NOT feel this was communicated to my satisfaction since it was not communicated to me AT ALL. Also, I did NOT receive the Classic 10 Excede plan that I was told I would be getting. I was told I used my data within just a few days (days that no one was even at my home to use it and no one had access to our internet or password, which I was only told AFTER canceling that the agent I spoke with about this issue SHOULD have filed an OSS ticket to dispute the charges, which was not done and I had no way of even knowing about filing the OSS ticket until the agent I spoke with months later informed me about it. The previous agent did nothing but talk very rude to me and tried to get me to buy more data for an outrageous price.), but since there is no way all of my data should have run out when no one had access to this internet, I do NOT feel that he equipment was working correctly. I want my early termination fees waived. I was tricked and lied to by this company multiple times and was never given the product I was told I would be getting.
Final Consumer Response /* (4200, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was completely lied to about the services I would be receiving. I SPECIFICALLY ASKED about their cancellation policy and was NEVER told ANYTHING about the early termination fees if I decided to cancel if unhappy with their service. I was told my phone calls that were recorded would be listened to so that ViaSat would know what I was told by their company. That was ANOTHER lie. My phone calls were not listened to (I was told by ViaSat that corporate made a decision and did NOT listen to the recorded phone conversations before they made their decision.) This company has just covered over their lies with more lies. They do not want to even do their job and find out what their agents are selling their customers and lying to them about. I do NOT feel that the charges are valid. I feel that all ViaSat wants to do is just keep giving the same response and not even trying to look into the matter.
Final Business Response /* (4000, 13, 2015/06/22) */
Thank you for bringing Ms. [redacted] response to ViaSat's attention. As stated in the previous response, ViaSat notifies all customers at time of sale of the 24-month minimum service term agreement, and the early termination fees should the account be cancelled prior. At this time the customers are valid and will remain valid on the account. Thank you for the opportunity to reply.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. Per the Customer Agreement signed by Ms. [redacted] on January 5, 2016 it states, “You acknowledge Internet Service speeds are “up to,” are not guaranteed and will vary.” Additionally, ViaSat does not support any third party...

hardware connected to the ViaSat equipment. On August 31, 2016, Ms. [redacted] contacted ViaSat to discuss the connectivity of her services. During this conversation, the ViaSat representative advised Ms. [redacted] that she may need a service call. Upon further troubleshooting steps with Ms. [redacted] the ViaSat representative informed her that the connection issues appear to be due to the extender she was using with her services. The representative informed Ms. [redacted] that they could disable their Wi-Fi on the modem and then should be able to use the extender with no problem. On September 6, 2016, Ms. [redacted] contacted ViaSat again regarding the disconnection of her ViaSat account. During this conversation, the representative offered to credit her account $10.00 per month for twelve months, Ms. [redacted] accepted this offer and her account remained active. ViaSat did not receive contact from Ms. [redacted] regarding connectivity issues again until September 20, 2016. During this call, Ms. [redacted] was educated that there was an outage affecting her services. However, upon further review of her account, the ViaSat representative advised that a service was required and a service call was scheduled. The service call is scheduled for September 23, 2016. Upon completion of this service call, if Ms. [redacted]’s service issues are not resolved, as they are directly related to her ViaSat equipment, ViaSat will agree to disconnect her account with waiver of the early termination fees. Ms. [redacted] will need to contact ViaSat’s 24-Hour customer service at ###-###-#### and reference ticket [redacted]. Thank you for the opportunity to respond.

Thank you for brining Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion this situation might have caused. The Customer Agreement provided to each new customer, and signed by Ms. [redacted] on December 17, 2016, 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. An account cannot be established without the customer’s electronic signature. On March 13, 2017, Ms. [redacted] contacted ViaSat to request information regarding the billing of her ViaSat account as she stated that the account was to be disconnected in February; however, at that time, ViaSat has not received any contact from Ms. [redacted]. During this conversation, the ViaSat representative, Ms. [redacted] was educated on the disconnection process and equipment return policy. Per her request, the ViaSat account was disconnected. On March 20, 2017, ViaSat collected $339.52 from Ms. [redacted] for the applicable early termination fees and on March 21, 2017, she contacted ViaSat to request information regarding the charges. During this conversation, Ms. [redacted] was educated that the charges were valid. In order to bring resolution to this complaint and due to the short amount of time Ms. [redacted]’s account was active, ViaSat will agree to refund the $339.52 collected on March 20, 2017. The refund of $339.52 was issued to the payment method on file and should be received within three to five business days.  Additionally, Ms. [redacted] is responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A UPS box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/07/07) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any issue he [redacted] have experienced with ViaSat.
The Customer Agreement states that ViaSat does not guarantee that the service will be error-free, secure or...

uninterrupted, or operate at any minimum speed. Due 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 equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity. ViaSat also does not support third-party applications and devices, and does not guarantee that they will function to any minimum level on ViaSat's network.
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 addressed on the first page of the Customer Agreement. 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. 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 [redacted] 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.
The Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber's data plan. We created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their package. ViaSat consistently measures its customers' data and provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.net. While Mr. [redacted] can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described above.
Our records show ViaSat received a call from Mr. [redacted] on July 22, 2014 because he had exceeded his monthly data allowance, at which time he requested that his account be transitioned from ViaSat's Exede 10 GB service plan to the Exede 25 GB plan. ViaSat did not receive another call from Mr. [redacted] regarding his data usage until December 26, 2014. During this conversation, Mr. [redacted] expressed concern that his usage during the Late Night Free Zone was counting towards his monthly data allowance, and was assured that that was not the case. The ViaSat representative advised Mr. [redacted] that the majority of his data had gone towards gaming, media (e.g., Spotify, YouTube, Netflix, etc.), communications (e.g., email, Skype, etc.), marketplaces (e.g., iTunes, Kindle, etc.), and file backup (e.g., iCloud, Google Drive, etc.). Mr. [redacted] was also provided with 5 GB of free additional data as part of a promotion ViaSat was offering to existing customers at the time.
Mr. [redacted] contacted ViaSat again on January 3, 2015 regarding an issue he was experiencing with the speed and connectivity of his service. At this time, Mr. [redacted] was advised that he had exceeded his monthly data usage and had been subsequently slowed. Mr. [redacted] was also educated on the potential reasons why his connection had dropped briefly, and was provided with 5 GB of free additional data.
On June 23, 2015, ViaSat received an email from Ms. [redacted] regarding his dissatisfaction with the service. At this time, a ViaSat representative responded to Mr. [redacted] asking what they could do to improve his experience. The representative also advised Mr. [redacted] that ViaSat would be launching a new satelliteand, subsequently, new product offeringsin 2016. In his next email, Mr. [redacted] advised that he would rather just move forward with the disconnection of his service, and asked how his early termination fees could be waived. ViaSat has no record of a response being sent to Mr. [redacted]'s inquiry. We apologize for any inconvenience this [redacted] have caused him to experience.
ViaSat received a call from Mr. [redacted] on July 2, 2015, at which time he requested the termination of his service due to connectivity and speed issues. The ViaSat representative reviewed Mr. [redacted]'s account, and advised that they saw an indication that there was an issue with Mr. [redacted]'s equipment, and recommended a service call. Mr. [redacted] was advised that he would need to contact the authorized dealer that had sold him the service for an appointment. Mr. [redacted] called back later the same day to advise that his dealer had no available appointments until the following week, and wanted to disconnect the account. When the ViaSat representative advised Mr. [redacted] that he would be charged early termination fees, per the Customer Agreement, Mr. [redacted] advised that he would call back.
The Customer Agreement states ViaSat 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 term. Customers are advised of this at the point 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.
In order to come to a resolution regarding this complaint and as a gesture of good will, ViaSat will waive Mr. [redacted]'s early termination in full if he chooses to move forward with the termination of his service. 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 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.
Mr. [redacted] contact ViaSat's 24-Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention. The Customer Agreement provided to each new customer, and signed by Mr. [redacted] on May 13, 2016, 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.  Mr. [redacted] disconnected his Viasat service on June 8, 2016. On August 4, 2016, Viasat received an Attorney General complaint from Mr. [redacted] disputing his early termination fees.  In resolution, Viasat agreed to waive half the early termination fees on August 18, 2016. Mr. [redacted] called on March 16, 2018 about being contacted by a collection agency for a payment that he stated he had already made in the amount of $160.25 on September 23, 2016.   The representative escalated the issue to the Finance department for investigation. Finance stated that there was a refund processed inadvertently to Mr. [redacted] on $160.25 on October 25, 2016.  This caused the $160.25 to remain due and, therefore, Mr. [redacted] was not removed from collections.  Mr. [redacted] called on March 29, 2018 to speak to a supervisor about the collections balance of $160.25.  At this time, Mr. [redacted] was informed that the balance due was valid because he had been erroneously refunded.In resolution to this complaint, Viasat has waived the balance due of $160.25 and removed his account from collections.  Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/07/21) */
Thank you for bringing Mr. [redacted]' complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
At the time of sale Customers are made aware of ViaSat's 24-month minimum service term...

commitment, early termination fees, and certain limitations. Each of these points is also addressed in the Customer Agreement signed by Mr. [redacted] on January 28, 2013 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction.
Mr. [redacted] contacted ViaSat's customer service department on June 20, 2015 to discuss the connectivity of his account, and request the disconnection. During his conversation with the representative, Mr. [redacted] was offered a service call to resolve any connectivity issues which he accepted. On July 9, 2015 Mr. [redacted] contacted ViaSat to request that the pending service call was cancelled, but no further action was requested.
As ViaSat does not support or provide third party hardware, and Mr. [redacted] claims the services did not work because he did not have access to a router (which is not required), ViaSat is unwilling to waive Mr. [redacted]' early termination fees in their entirety if he wishes to move forward with the disconnection of his services. However, ViaSat will issue a refund for the $61.70 collected on June 20, 2015, and will agree to waive the past due balance of $59.98.
Mr. [redacted] will be 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.
If Mr. [redacted] would like to move forward with the disconnection of his account, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention.
The Customer Agreement, signed by Ms. [redacted] on November 7, 2013 and available at [redacted], advises that ViaSat does not provide a prorated refund for any prepaid fees regardless of when the service is disconnected.
Our...

records show ViaSat collected a payment of $69.34 for monthly services from Ms. [redacted] on September 12, 2016. On September 20, 2016, Ms. [redacted] called to advise that she would be disconnecting her account, and inquiring if the request could be scheduled for a later date. At this time, she was correctly advised that ViaSat did not schedule account disconnections, and that she would have to call back on the date she no longer wanted service. Ms. [redacted] called back on September 30, 2016, at which time her account was disconnected, per her request.
On October 26, 2016, Ms. [redacted] called regarding a refund for her unused services. At this time, she was incorrectly advised that she would receive one within 7 to 14 business days, and a refund request was escalated. As ViaSat does not provide refunds for unused services, this refund request was denied on October 27, 2016.
Ms. [redacted] called back regarding the refund on November 9, 2016, at which time she was correctly informed that ViaSat did not refund for unused services.
As resolution to this complaint, ViaSat will agree to refund Ms. [redacted] for her unused services. Our calculations show this is a total amount of $27.76. A refund for this amount has been issued to her payment method as of November 10, 2016. Ms. [redacted] should be advised that it may take her three to five business days from the issue date for her to see the funds deposited into her account.
Thank you for the opportunity to respond.

(The consumer indicated he/she DID NOT accept the response from the business.)
It has been 5 business days since the 28th of December and no refund has been collected. I never stated that I could not access my system at all, I stated that my equipment keeps power cycling causing me to lose connection for at least 10 minutes each time it power cycles it self as well as constant slow speeds and connectivity problems.
I called the provided and gave the ticket # and representative stated my refund should be available now but it is not and I also inquired about the total price of terminating service since Viastat stated "ViaSat will however agree to disconnect the account with waive of half the early termination fees of approximately $105.00, not including taxes" however the representative stated she could not tell me an exact amount with taxes but that it would be $105.00 plus tax so the company is not actually offering to waive half of that fee. She also stated at first that I would also have to pay another monthly bill of approximately $80 but once I questioned disconnecting service before my billing date being I paid a month in advance when starting my service she said if I disconnect on or by the 27th of January I would not be billed that additional approximate $80 on termination. So I need someone from Viastat to give me accurate information as well as an actual cost to terminate early.

Initial Business Response /* (1000, 5, 2015/10/02) */
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] has been in contact with our corporate office representative regarding the refund of...

$338.55. On September 12, 2015, Mr. [redacted] spoke with our representative regarding the refund and was advised that the refund would be escalated. On September 22, 2015 Mr. [redacted] contacted our representative directly once again to discuss the refund request as he had not received it. The ViaSat customer care representative advised Mr. [redacted] that the refund had been requested and should be received in seven to fourteen business days.
ViaSat did confirm that the refund check was issued on September 29, 2015 and sent to the location provided by Mr. [redacted]. We apologize that the refund process is taking longer than expected; however, as we did not have a valid payment method on file a refund check had to be requested.
If Mr. [redacted] does not receive the refund check by October 9, 2015, please have him contact our customer service department at XXX-XXX-XXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With numerous contacts with said company I have been told a check was sent and then the refund was going into my account. The last conversation I had with them
Viasat, Inc. said they would be refunding my payment back to my credit card. Now it's a check again? they have aklways had my payment info on file as when you call about your account past or present, they require your payment info before they will discuss anything about your account. This, at best is very criminal as it appears they have no intention on refunding my payment. This matter has been going on for 5 months. I seem to have no problem getting refunded from other businesses nor do I have problems getting my mail. This matter is a direct insult.
Final Business Response /* (4000, 9, 2015/10/07) */
Per ViaSat's previous reply, ViaSat had previously requested the refund to be issued, but due to the length of time it does take for the refunds to be approved and process Mr. [redacted] did not receive the refund within the advised time frame. We apologize for this confusion. Again, ViaSat did confirm that the refund check was issued on September 29, 2015 and sent to the location provided by Mr. [redacted]. If Mr. [redacted] does not receive the refund check by October 9, 2015, please have him contact our customer service department at XXX-XXX-XXXX.

Thank you for bringing Mr. [redacted]’s response to ViaSat’s attention. We apologize for any inconvenience this may have caused. ViaSat agreed to waive Mr. [redacted]’s early termination fees when he was ready to disconnect. Unfortunately the correct process was not followed which led to the charge of $103.55. In order to arrive at a resolution ViaSat has issued Mr. [redacted] a refund of $103.55 today December 28, 2016. Mr. [redacted] will see this refund within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing [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 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 [redacted] on June 15, 2016 and available at exede.com/legal. We apologize if [redacted] feels these points were not communicated to her satisfaction.  ViaSat understands that the service is not going to meet [redacted] needs or expectations. In order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account when [redacted] is ready to disconnect. [redacted] can call customer service at [redacted] and reference ticket number [redacted]. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: I will accept the financial restitution but will not accept their response. I was available for scheduling but being Viasat told me I already had an appointment with their tech support, I did not know that I would be receiving a phone call on 4/27, and 4/28. It was not until the dealer left a message that I even knew what the unknown number was calling me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have had this service at two locations since 2012.  I loved the service until June of this year.  I have the service at my residence where I do not experience ANY PROBLEMS using the same laptop, same phone, etc.  Hold times of more than one hour are unacceptable.  Overselling service is unacceptable.  I am not asking for a refund of both my properties, I am asking for a refund on one account.  Websites, emails and posts take additional time to load because of the providers admitted congestion. I run out of bandwidth very rapidly because of this congestion, as things just spin and spin, do not load, until they time out.  For almost 4 years I rarely ran over my bandwidth allotment.  Since this problem started, I run out of my bandwidth every month.  This tells me that something is seriously wrong!  I have been through Tier 2 and Tier 3 Escalation, provided by Viasat.  Each time I go through their process, the rep on the other end of the phone admits there is a problem somewhere with my equipment.  The last Tier 3 rep was from the Philippines and checked my modem, password, router - we even changed my router password.  I experienced the same problems, delay, timing out, and loss of service while working with that Tech.  He said there is nothing wrong with my equipment, but with the service.  The first Technician to come out brought a new modem.  It did not fix the problem.  He suggested a new "Trea/Tria"?  Second technician did not have one on his truck and told me there has been a large demand for them and there were none in stock!  As a 4 year customer, with 2 accounts, that pays my bill through auto-draft, (which is required by the provider), I have been treated poorly and unfairly.  New customers are signing up and getting equipment that existing customers cannot get!  I have paid almost $8,000 over the last 4 years and am being treated like a red headed step child.  Viasat claims they have a new satellite going up in January, but service until then will be congested.  I feel a refund of 4 months is in order, on one account, and once the "new satellite" is operational, service may get better.  The only negotiation I will make is for 2 months refund, or free service and a new tria/trea installed at providers expense.  Thank you.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted]’s rebuttal to our attention.
In response to this rebuttal, ViaSat has reached out to its collections agency to inquire about the payment Mr. [redacted] made. ViaSat has been advised that the collections agency will be issuing Mr. [redacted] a refund, but that it may take him a full 30 days to receive it. Mr. [redacted]’s account has been removed from outside collections with the balance due waived in full as of March 8, 2017.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation 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, early termination...

fees, equipment lease requirements, and certain limitations. Each of these points is also addressed in the Customer Agreement signed by Ms. [redacted] on December 7, 2015 and available at exede.com/legal. An account cannot be established without the customer's electronic signature. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction.
Ms. [redacted] called ViaSat on December 8, 2015 as she was unsatisfied with her services since the time of installation and was under the impression that she would be receiving a Wi-Fi modem. Due to this information, Ms. [redacted] account was disconnected. However, Ms. [redacted] was advised of the early termination fees that would apply.
Given the short amount of time Ms. [redacted] ViaSat account was active and in order to bring this complaint to a resolution, ViaSat will agree to waive the pending charge of $295.86. If Ms. [redacted] returns all leased equipment, no further charges shall occur from ViaSat.
Thank you for the opportunity to respond.