ViaSat, Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because regardless of their terms and conditions and all that other legal talk, I never authorized them to debit funds from my bank card on December 31, 2015. Viasat sent me an email on December 28, 2015 stating that my "monthly charges" would be deducted on January 4, 2016. They never said anything about "early termination fee charges or anything else. Also, I called and spoke with them on December 30, 2015 for an explanation of what "monthly charges" I could possibly have because the account was closed and they never mentioned any charges that I had pending for anything. I also called to make sure that I did not have a payment method on file because I had already requested that my payment information be removed from their system when I cancelled the service, and was assured by the representative that my information was removed. When I spoke with the rep on 12/30/15, she informed me that my payment information was still in the system and AGAIN, I demanded it be removed to avoid any unlawful charges to my account. I was told it would be removed asap as I had previously requested this several weeks prior. Also, I was never told that I HAD to keep a payment method on file to keep service, but only to receive extra perks from the company. I had already previously had another payment method removed from their system after I had lost my original debit card. The only reason ViaSat received my debit card information again was because I used it to pay my monthly bill. AGAIN, I told the rep then that I did not want my payment information saved and was only authorizing a one time payment. ViaSat choose to keep my payment information in their system without my permission. When I spoke with the supervisor [redacted] (ID#[redacted]), first she said that she does see the request to remove my payment info on 12/30/15, but the rep should have advised me that it takes seven days to remove the information. I then told her that I made this request several weeks before 12/30/15 so it should have been removed in the 7 day allotted time. So [redacted] said that she does see where I called in prior to 12/30/15 regarding my account but the rep's notes does not state I requested to have my payment information removed, but instead just called to have the equipment picked up. I begged her to please listen to the recorded call so she could clearly hear my request, but she absolutely refused. I also find it strange that in previous billings and automatic payments from this company, they never debited my account before the actual date they listed in their email, which was the 4th of every month, however, I call and request to remove my payment information on 12/30/15 and suddenly receive a debit charge on 12/31/15! Per their email (see below), I wasn't supposed to be charged until January 4th, 2016, so they still put in the charge way too early causing overdrafts into my account. This company did some underhanded stuff to debit my account without my permission and it is unacceptable. When they saw that they wouldn't be able to automatically charge me without my permission on 1/4/16 because I requested my payment information be removed, they put charges through my account early to get their money. Also, I was NEVER given an amount that I would be charged, and never received a final bill! And I still haven't received the email, as stated in their email, stating how much my charges were or would be!
Yes I have disputed the charges with my bank, but this company is a fraud and phony. Their service is absolute garbage and you never get anywhere with their customer service. This is not the first problem I have had with this company omitting information then claiming it should have been said by the rep but wasn't. I want my money back.
Original email sent from ViaSat to me on 12/28/15:
Your monthly Exede charge will take place in 7 days
Exede Internet
Reply

To:
[redacted];


Mon 12/28/2015 3:34 PM
To view this email as a web page, go here.


Your Exede bill is almost due



Account: [redacted]
Dear [redacted]:
This is a friendly reminder that automatic payment for your Exede Internet service is set for 1/4/2016. On this date, we will charge the payment method we have on file for your monthly service and lease fees.
Please make sure your payment method has sufficient funds in it to cover this expense. You will receive a separate email on your billing date showing the exact amount charged for your monthly service.
Quick Tip: You can change your payment method or make a one-time payment on the My.Exede.Net account portal.
Questions? Give our Customer Care team a call at ###-###-####.
Sincerely,
The Exede Internet Team
[redacted]




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This email was sent to: [redacted]

This email was sent by: ViaSat, Inc.,

provider of Exede and WildBlue Internet services

349 Inverness Drive South, Englewood CO 80112

We respect your right to privacy:
Exede privacy policy

Initial Business Response /* (1000, 4, 2015/09/09) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused her. ViaSat records all their calls for quality assurance purposes and at the time of sale Ms. [redacted] was advised of the...

correct promotion that she was getting along with the length of the discount, at no time was signing up with DirecTV discussed. Ms. [redacted] currently has a balance on the account of $252.24 due to ViaSat only receiving partial one time payments to the account. The account balance is a valid amount owed due to the services being used. ViaSat has compensated Ms. [redacted] a total of $244.43 since being installed. Ms. [redacted]'s account will continued to be placed into a non-pay suspension until the full balance on the account is paid. In order to arrive at a resolution ViaSat is willing to let Ms. [redacted] out of contract should she wish to disconnect the account; however, the account balance will still be a valid amount owed by Ms. [redacted]. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 6, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wow- Still, under "oath"; Viasat lied. I have NEVER received 224.00 in credits!? I have received 20 dollars on three separate occasions, due to service and management errors. I waited almost 2 months for a phone adapter in the mail AND WAS PAYING FOR PHONE SERVICE I DIDN'T HAVE, and was "awarded" 20 dollars, plus the cost of my telephone service when I brought it to a representative's attention. The other 20 dollars was yet another error on Viasat's part; error in management and finally the third 20 dollars was the service interruption that was Viasat's management error. Viasat, has been nothing but rude, crude, and unprofessional from the start, especially corporate. IF Viasat, treats me any differently now that I have complained about who they REALLY are, that will do nothing but show the true colors of this company. I owe a bill, yes. Is that really your defense? Is that the reasoning for your junk attitude towards me and the service that is less than mediocre? I have no other internet option out here in the country, or believe me, I would leave in a New York minute. Again, Viasat should be thoroughly investigated for business ethics and service. Corporate is the problem, they hire anybody that will fill a seat. They offer the floor nothing for ability, as, my one single response from the Viasat workers is " we aren't trained to be able to do that, I'm sorry, its corporate"....Please understand my frustration toward Viasat, as I have had TERRIBLE experiences since I signed up!! BUYER BEWARE! And by the way, if Viasat claims I have received 220 dollars or whatever in credits, why would a person be awarded that kind of credit from a company?? Hmmm, could it be from lack of service, ethics or management errors? Thank you.
Final Business Response /* (4000, 8, 2015/09/21) */
Thank you for bringing Ms. [redacted]'s reply to ViaSat's attention. ViaSat does show the following credits applied to the account.
11/6/2014- $25.00 goodwill credit
11/15/2014- $49.99 credit for voice adapter issue
11/15/2014- $49.99 credit for voice adapter issue
12/5/2014- $25.00 credit for voice adapter issue
6/13/2015- $25.00 goodwill credit
6/26/2015- $19.50 goodwill credit
8/20/2015- $49.95 for 5 free gigs of service
ViaSat apologizes for the issues that Ms. [redacted] experienced receiving the voice adapter for her phone service. ViaSat feels that Ms. [redacted] has been compensated fairly. The current charges to the account are valid and will remain valid until they are paid. As stated in the first response if Ms. [redacted] feels that the service is not going to work for her ViaSat will waive the early termination fees; however, Ms. [redacted] will want to make the balance current to avoid any future suspensions. Thank you for allowing ViaSat the opportunity to respond.

(The consumer indicated he/she DID NOT accept the response from the business.)
Upon further consideration, I will continue with this service for the time being.
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Ms. [redacted]’ complaint to our attention.
Ms. [redacted] was receiving Viasat’s Unlimited Bronze 12 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. This 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.
The Customer Agreement provided to each new customer, 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.
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. Ms. [redacted]’ electronic signature on the Customer Agreement dated December 29, 2017.
Ms. [redacted] ordered service on December 29, 2017 through a local Viasat dealer, and was installed the same day. Viasat received a call from Ms. [redacted] later the same day regarding an issue she was experiencing with streaming on her smart TV due to the speed of her service. At this time, Ms. [redacted] was informed that her service plan she was receiving was not optimized for smart TVs and provided with her plan details. During this conversation, the Viasat representative also informed of the 24-month minimum service term and the Customer Agreement. Ms. [redacted] advised that she had been told there was no contract and that she would speak with [redacted] regarding the matter.
Viasat received another call from Ms. [redacted] the same day, at which time she requested the disconnection of her service as it was not meeting her needs. When Ms. [redacted] requested that the early termination fees be waived, she was informed that they could not be waived in full, but that Viasat would be willing to waive half of the charge. Ms. [redacted] declined and requested to speak to a supervisor, who reiterated that only half of the early termination fees could be waived. Per her request, Ms. [redacted]’ call was transferred to a member of Viasat’s Corporate Resolution Team (CRT) for further assistance.
During her conversation with the CRT representative, Ms. [redacted] was once again offered half off her early termination fees. The CRT representative also offered to file a point of sale investigation request on her behalf. Ms. [redacted] declined these offers, and the call ended shortly after with the account still active. We apologize if Ms. [redacted]’ concerns were not further escalated.
Viasat received a call from Ms. [redacted] on December 31, 2017 because she’d been expecting a callback from a Viasat supervisor. At this time, the Viasat representative reviewed the notes on Ms. [redacted]’ account, reminding her of the offer for half of her early termination fees to be waived, and transferred her call to a Viasat supervisor, per her request. During her conversation with the Viasat supervisor, Ms. [redacted] was informed that the early termination fees were valid, and that the Customer Agreement was signed at the point of sale. Per Ms. [redacted]’ request, the disconnection disclosures were read and her account was disconnected.
On January 1, 2018, Viasat charged Ms. [redacted] $346.35 in early termination fees, but the payment failed.
As resolution to this complaint and in consideration of her short term as a Viasat subscriber, Viasat has waived the balance due of $346.35 in full as of January 2, 2018.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:You have not done anything to correct the situation.  Our phone number associated with the account is: ###-###-####.The complaint regards why they will not answer emails regarding my questions and expect me to call in.  Unfortunately, I have another issue with Exede in that after speaking with two different Tech Supports, I received a two different answer as to why our internet kept on going in and out.  The first time was that the dish was not aligned; the tech was dead set this was the issue and then proceeded to try and sell us on a maintenance plan.  After I confirmed the dish did not move (it was tightly fastened in position and to the structure) and the fact we have another satellite dish (DirectTV) right next to it which is working fine, I contacted them again.  After the second time in speaking with them, the tech NOW said it was due to the modem.  At that he again tried selling a service plan or would be charging $100 for a service personnel to come out.  More unfortunate is that we received multiple answers as well as were going to be charged for a device (the modem) that is leased!  Why the hell would we pay for something to be fixed, which we are already paying for in service for something that is not ours and expect it to work properly?  Further, what's to stop them from making it not work properly to be able to charge people for service calls.   Thankfully, the service technician consulted a supervisor and authorized a service call free of charge for tomorrow.  We will wait and see what this brings, but still am very frustrated with their lack of customer service in responding to emails, especially when they offer chat sessions, and the fact we were given the run-around on what the issue actually was.  
Sincerely,
[redacted]

[redacted]
 Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. It is our goal to provide you with the best internet experience possible.  However, 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 use of virtual private networks, the router and the activities a customer engages in on the internet.  Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary.  This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.     Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of sale.  Liberty Pass speeds will vary based on the time of day and your 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 your ability to use the internet. Liberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage threshold. Our records show you have utilized 12.8 GB of data for this billing period. Heavier users of Liberty Pass will experience slower speeds than lighter users. You may experience these slower speeds by your connection “timing out” when attempting to visit websites or download and stream content. The use of multiple devices with our service also has an impact on speeds and will result in your experiencing web pages failing to load.   While we strive to provide you with 1-5 Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speeds.  We’ve verified your speed changes are not the result of a technical issue with your equipment. We apologize that your experience with Liberty Pass has changed over the past few months. In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to disconnect [redacted] ViaSat account with waiver of the early termination fees in their entirety. 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 return instructions. If [redacted] wishes to disconnect his account please have him contact ViaSat’s 24-hour Customer Service Department at ###-###-#### and reference ticket [redacted]. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced.

The Customer Agreement, signed by Shelby [redacted], an authorized signer, on July 2, 2013, states that customers are...

responsible for returning ViaSat's modem and transceiver within 30 days after their disconnection. Failure to return the equipment within the given timeframe will result in an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label is delivered to a customer's mailing address within a week after their disconnection, and includes illustrated instructions on what equipment they will need to return. Any service call request for assistance of the uninstallation of the equipment is associated with a chargeable $30.00 fee.
The Customer Agreement also authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for any fees including monthly service fees, equipment lease fees, early termination fees, and unreturned equipment fees.
Our review of Ms. [redacted]'s account shows that she contacted ViaSat on August 2, 2015 to disconnect her account, at which time she was advised that she would need to return the ViaSat equipment. At no point during this conversation did Ms. [redacted] advise the ViaSat representative that she may possibly require assistance.
On September 3, 2015, ViaSat was alerted that Ms. [redacted] had not returned her equipment; subsequently, on September 4, 2015, her bill cycle date, Ms. [redacted] was charged $318.00 in unreturned equipment fees, but the payment failed. A successful payment for the amount was collected on September 16, 2015. Ms. [redacted] called in the next day, September 17, 2015, to dispute the charge, at which time she was reminded of the Customer Agreement.
ViaSat does not agree to issue a refund for the charge of $318.00 prior to the equipment being returned. If Ms. [redacted] requires assistance with the uninstallation of the transceiver, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX to request a chargeable service call. Ms. [redacted] should be advised that she will still be responsible for returning both the ViaSat modem and transceiver via the UPS box with free return shipping label.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused.   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. An account cannot be established without the customer’s electronic signature.  Our records show Mr. [redacted]’s electronic signature on the Customer Agreement dated March 28, 2017.      Mr. [redacted] contacted ViaSat’s Customer Service department on March 28, 2017 regarding the connectivity of his ViaSat account. During this conversation, Mr. [redacted] was educated on the troubleshooting steps and that a computer was needed for this. As the ViaSat installer was still onsite, Mr. [redacted] asked to have his account disconnected without penalization. The ViaSat representative advised Mr. [redacted] if the installer notates that they cannot fix speeds and ViaSat sees this information in their work order, than ViaSat will agree to waive the early termination fees. Subsequently, per his request, Mr. [redacted]’s ViaSat account was disconnected.   On April 1, 2017, Mr. [redacted] contacted ViaSat as he had been charged $373.63 and requested a refund for the charges. During his conversation with the ViaSat representative, Mr. [redacted] that per the previous notes, ViaSat would agree to refund the early termination fees collected on April 1, 2017 for $373.63. However, the ViaSat representative informed Mr. [redacted] to contact ViaSat on April 3, 2017, to confirm the refund had been processed. As of today, April 3, 2017, ViaSat issued a refund of $373.63 to Mr. [redacted]’s payment method on file. The refund should be received within three to five business days to the payment method on file. If Mr. [redacted] does not receive this refund within this time frame, please have him contact ViaSat’s 24-hour Customer Service department at [redacted].   Thank you for the opportunity to respond.

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. The Customer Agreement signed by [redacted] on March 7, 2015 authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a...

checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees.  Section 3 of the Customer Agreement authorizes ViaSat to automatically withdraw from [redacted] payment method on file for ViaSat’s services. However, [redacted] does not have a valid payment method on file, and the payments collected are onetime payments submitted by [redacted] herself. Additionally, the Customer Agreement signed by [redacted] states under section (b) Billing and Charges: You agree to pay, in accordance with the provisions of the Service plan you selected, any registration, activation or monthly fees (including, without limitation, any applicable discounts), service charges, minimum charges and other amounts charged to or incurred by you, or by users of your account, at the rates in effect at the start of the billing period in which those amounts are charged or incurred. You agree to pay all applicable federal, state and local taxes, fees and surcharges related to your use of the Service, provision of services, software or hardware or the use of the Service by users of your account. Information on our charges and surcharges may be made available to you on www.exede.com or www.wildblue.com, as applicable to your Service. We will send your billing statements to the email address you provide to us, and you agree that this is sufficient notice for all purposes as to charges incurred and paid or to be paid to us. You understand and agree that you will not receive a paper statement in the mail. Additional terms relating to pricing, billing, and payment which are an integral part of this Agreement are contained in your Service plan details. ViaSat reserves the right to correct and charge under-billed or unbilled amounts for a period of 90 days after (i) any incorrect statement was issued or (ii) a statement should have been issued. Payment of the outstanding balance is due in full each month. On June 12, 2016, [redacted] submitted two onetime payments of $109.73 in which, one failed by her bank. At that time, [redacted] had a monthly balance due of $111.48. Because to this payment and the credit on her account for $111.48, a balance of $1.75 remained on [redacted] account – the difference between the onetime payment of $109.73 and balance owed of $111.48. On July 8, 2016, [redacted] monthly ViaSat bill cycled for $109.73. ViaSat received a call from [redacted] on July 12, 2016 to advise us that a onetime payment had been made, and requested to have her account resumed. Please see the below table which outlines all action taken on Ms. Myers ViaSat account: Payment Date: Payment Amount: Payment Method (ETF, Credit, Chargeback) Charge For: Balance: 2.19.2016 $111.48 Credit Card One Time Monthly Services 0.00 2.19.2016 $111.48 Credit Card One Time Onetime ($111.48) 2.19.2016 $111.48 ACH One Time Onetime ($222.96) 5.9.2016 $107.94 ACH One Time Onetime 0.00 6.8.2016 -$111.48 Chargeback received on 5/19/2016 for 111.48 from 2/19/2016. Credit $221.21 6.12.2016 $109.73 ACH One Time Onetime -$111.48 6.12.2016 $109.73 ACH One Time – Failed Onetime -$1.75 7.12.2016 $109.73 Credit Card One Time Monthly Services 0.00   [redacted] sent ViaSat an email on July 14, 2016 describing her issues, and request for a refund for the July payment. ViaSat replied to [redacted] email letting her know that no refund was owed due to the reversal performed by her bank for the duplicate payment on June 12, 2016, and as the July 12, 2016 payment was for her July bill. However, as a gesture of good faith, ViaSat applied a credit to [redacted] account for $50.00 to be applied towards her August 8, 2016 bill. Additionally, [redacted] has been given credits of $10.00 off her monthly bill since November 4, 2015. These credits will be applied to her monthly bills through October 2016. Given this information, and our previous replies to [redacted] direct emails, ViaSat believes this complaint has been resolved. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] rebuttal to our attention.Viasat is a paperless company, and while we do not accept paper checks or money orders on a regular basis, we will receive them on a one-time goodwill basis. According to our records, Viasat’s authorized collections agency reported Ms. [redacted]’ payment of $60.58 as having been made on December 31, 2017. Viasat’s records were updated to reflect this as of January 12, 2018 and Ms. [redacted] was removed from collections the same day.  Viasat has no record of any payment being received in the month of October.If Ms. [redacted] claims that she has made the payment twice, Viasat requests a thirty day rolling bank statement showing the balances before and after each payment was made. At this time, Viasat believes all appropriate action has been taken. 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.

Complaint: [redacted]
I am rejecting this response because:
I was not given the option to have the problem solved. I was told that all the usage was use in a period of four days. Which she saw that there was a problem with the internet.  My question was not properly answered which was How could the usage be used if the service wasn't working properly.  I also argued that it was unethical for me to have to pay an overage charges in the effort to service the unit.I feel and felt that I was not offered any service for my trouble.  And when their supervision Ms. Tina  failed to rectify this matter and she was rude. I clearly felt that because they had an agreement they didn't have to offer a solution other then pay extra and we'll fix it. I had to get another carrier for internet. I lost time and money not to mention being insulted. 
Sincerely,
Tamelia [redacted]

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 12 - Boost 25 + WiFi service plan at $59.99, plus applicable taxes and a $9.99 monthly lease fee. The Customer...

Agreement signed by Ms. [redacted] on November 04, 2016 and available at exede.com/legal, states that Viasat does not provide a refund for unused services regardless of when an account is disconnected.   Ms. [redacted] contacted Viasat on November 12, 2016 to request information regarding her monthly usage. During this conversation, Ms. [redacted] was educated on her usage and ways to save. Ms. [redacted] did not contact Viasat again until December 12, 2017.     Viasat collected $70.90 for the monthly services on December 8, 2017.   On December 12, 2017, Viasat received contact from Ms. [redacted] who requested the disconnection of her Viasat account. The Viasat representative offered a free month of service; however, Ms. [redacted] declined this offered and requested to disconnect that day.   In order to bring this complaint to resolution, and as a gesture of good faith, Viasat will agree to refund Ms. [redacted] the unused services of $61.46 to the payment method on file. The refund should be received by Ms. [redacted] within three to five business days. However, Viasat does not agree to waive the early termination fees of approximately $165.00, not including taxes.   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 [redacted] 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.   If she has any additional questions or concerns, please have her contact Viasat’s 24-hour Customer Service Department at 1-855- 463-9333.   Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any confusion surrounding the current plans available in his area. Mr. [redacted] contacted ViaSat’s customer service department on March 10, 2016 to discuss the availability of the promotional offer listed on...

Exede.com. During his conversation with the ViaSat representative, Mr. [redacted] was advised that this promotional offer is only available in select locations and his location is not one of them. Mr. [redacted] disputed this information and requested that his issue be escalated to our corporate offices. On March 10, 2016, Mr. [redacted] spoke with a corporate representative of ViaSat who informed him that this promotional offer although available in select areas is not available in his. However, as a gesture of good faith, the ViaSat representative credited his account $10.00 off for 12 months. Mr. [redacted] accepted this offer. The availability of all ViaSat’s Exede service plans varies by region. Currently, ViaSat’s Liberty 30 promotional plan is only available in specific areas and to new customers only. There is no defined timeline for when this promotional plan will be available in additional areas. Mr. [redacted] was advised of this by a ViaSat representative during a conversation on March 10, 2016. Please note, upon the expiration of a promotional period, the plan price will increase to the standard non-promotional price. Given this information; ViaSat does not feel that any additional action is required. ViaSat bases promotions on availability in specific areas and is not available at all times to new customers. We apologize that this offer was not available to Mr. [redacted] at the time of activation. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/07/21) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused. ViaSat does record all sales calls for quality assurance reasons. ViaSat was able to pull your sales call and listen....

At the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and early termination fees. Each of these points are also addressed in the customer agreement signed by Ms. [redacted] on July 8, 2015 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. In order to arrive at a resolution ViaSat has agreed to waive the early termination fees for both the internet and voice services. Ms. [redacted] will receive a box and shipping label courtesy of UPS and will need to ship back two pieces of equipment in order to avoid any future charges. Please follow the instructions and diagrams in the box when sending back the equipment. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.
Independently of this conversation with Revdex.com, we have been speaking with Customer Service at Exede, and also reviewing online forums regarding the particular problem we experienced with Exede, namely the mysterious use of bandwidth allowance. Many people consider that bandwidth loss is the result of errors with modem firmware/software updates and failure of the modem to communicate successfully with Exede, resulting in "looping" as the modem keeps trying to establish links with Exede. Customer bandwidth they say is used up in this process. Indeed, MyEsvt, see below, reported a problem of "packet dropping" on the day of the mysterious bandwidth loss.We still maintain that we could not have used the bandwidth that we were charged with, nearly 4gb in 24 hours or less because we don't stream videos, or use other bandwidth hogging activities. Exede Customer Service continue to tell us that we must have used this data allowance. Our fear was that this will continue to happen and that we will have our use "throttled" by Exede. Since we rely on having a usable internet connection for our rural livelihood we were scared by the fact that we were tied in to two year contract that would not work for us. So we thank ViaSat for their response to our complaint. We now have a way out should we need it.However, we do see advantages of our relationship with Exede over our previous six years with Hughes Net satellite internet, namely faster connection speeds and the unmetered period between midnight and 5am. We have also done a number things: we have installed data monitoring software on all of our devices, we have registered with Satellite Restriction Tracker, we have purchased a new router with monitoring software, and Exede has given us access to MyEsvt.So our plan now is to keep with Exede to see how it works. If we have another episode of disappearing bandwidth, which other users have branded as theft (Exede using our bandwidth for their maintenance work) we should have the ability to see it and report it to Exede using the monitoring software we have installed. We also have the flexibility of using the unmetered period each day so will be changing our daily work habits.We thank Revdex.com and we thank Exede for taking the time to help us and we will report back to Exede and on public forums of how this systems work for us in the future. We will be remaining with Exede in the short term at least.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted]’s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat. At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment and early termination fees. These points are also addressed in...

the Customer Agreement, available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. The minimum service term starts on the date of a customer’s installation. Ms. [redacted] ordered service through [redacted], an authorized seller of ViaSat’s services, on July 25, 2014, and was installed on July 26, 2014. Ms. [redacted]’s contract term started on July 26, 2014. Ms. [redacted] called ViaSat on July 29, 2014 advising that she had not been aware that her Exede Internet service would be billed separately from [redacted], and requested the disconnection of her account. During this conversation, the ViaSat representative offered Ms. [redacted] a monthly discount of $10.00 off of her ViaSat bill per month for 12 months and a credit of $59.99 if she would keep ViaSat’s service. Ms. [redacted] accepted. The ViaSat representative also advised Ms. [redacted] of ViaSat’s billing practices, including being billed a month in advance and that it would be automatically drafted from her account. ViaSat handles customer billing for its own services and therefore, Mr. [redacted] would be billed separately by ViaSat for his internet service.  Unfortunately, purchasing ViaSat’s service with [redacted] does not bundle the billing. The Customer Agreement authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees.  ViaSat informs customers when their bill is due via email. Our records show these notices would have been sent to Ms. [redacted] at [redacted]. On August 8, 2015, ViaSat attempted to collect a payment of $60.58 from Ms. [redacted] for her monthly service fees, but the payment failed. Her account was suspended for nonpayment on August 19, 2015, and disconnected for the same reasoning on November 24, 2015. As Ms. [redacted] still had approximately 8 months left in her 24-month minimum service term, ViaSat charged her $174.58 for her early termination fees ($114.00) plus the existing balance due ($60.58) on December 8, 2015. Once again, this payment failed. On January 11, 2016, the account was sent to outside collections for the unresolved balance. In order to come to a resolution regarding this complaint, ViaSat will waive Ms. [redacted]’s early termination fees of $114.00 from the collections balance; however, Ms. [redacted] is still responsible for the monthly service payment of $60.58. She may either pay this through ViaSat directly by contacting our 24-hour Customer Service Department at ###-###-####, or through the collections agency. ViaSat did not report the delinquent balance to any credit reporting bureaus. Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s complaint to our attention.
The Customer Agreement signed [redacted] on February 20, 2017 authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly...

service fees and equipment lease fees.
Our records show [redacted] called ViaSat On July 12, 2017 to disconnect his account due to the pricing of his service plan. During this conversation, [redacted] advised that he’d reviewed the service plans on www.exede.com and saw that new customers were receiving a lower price than he was paying for the same service plan. The ViaSat representative offered [redacted] a free month off his monthly service plan price plus a monthly discount of $10.00 off of his bill for six months if she would keep the service. [redacted] agreed. The ViaSat representative applied the discount of $10.00 off for six months; however, the free month of service was not applied. We apologize for any frustration this may have caused [redacted] to experience.
Between July 24, 2017 and September 24, 2017, ViaSat charged [redacted] monthly service fees totaling $331.74 ($110.58 a month). [redacted] called in on August 24, 2017 regarding the July and August charges, and credit for a free month of service. At this time, the ViaSat representative confirmed he was supposed to receive this credit; however, it still was not applied to his account.
[redacted] called ViaSat on September 24, 2017 after being charged for monthly service, at which time he reported that he still had not received the credit for a free month of service. [redacted] also advised that ViaSat’s charges had caused him to go into overdraft, and requested reimbursement. The ViaSat representative applied a credit of $109.99 onto [redacted]’s account for a free month of his monthly service plan price, but advised him that he would not be reimbursed for the overdraft fees.
As resolution to this complaint, ViaSat will agree to reimburse [redacted] for any overdraft fees ViaSat’s July, August, and September charges may have caused him to incur. [redacted] will need to provide ViaSat with copies of his 30-day bank statements showing his balance prior to the ViaSat charges, the ViaSat charges, his balance after the ViaSat charges, and the subsequent overdraft fees. [redacted] should be sure to black out any private information, such as his bank account number.
[redacted] may send ViaSat his bank statements via fax to 720-228-2219 in reference to ticket no. 2383632.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Mr. [redacted] contacted ViaSat's customer service department on May 26, 2015 to discuss the disconnection of his ViaSat account. During his conversation...

with ViaSat's representative, Mr. [redacted] was advised that it was in his best interest to place his account onto ViaSat's Vacation plan as he would incur early termination fees of approximately $210.00, not including taxes. Mr. [redacted] agreed to have his account transition to the Vacation plan and was educated that the plan was $9.99 plus his $9.99 equipment lease fees, for an approximate charge of $19.98. Mr. [redacted] was also educated that his account would only remain on the Vacation plan for six months and that if he did not contact ViaSat before November 28, 2015 his account would automatically resume and continue billing at his normal plan price. As no contact was received by Mr. [redacted] before his November 28, 2015, ViaSat collected a monthly charge of $90.13 for his service plan.
ViaSat receive contact from Ms. [redacted] on December 7, 2015 to discuss the charge of $90.13 and to request the disconnection of his ViaSat account. Again, during his conversation with ViaSat's representative Mr. [redacted] was advised of the Vacation plan terms and conditions. Mr. [redacted] subsequently requested the disconnection of his ViaSat account. He was educated on the early termination fees of approximately $105 as he had seven months remaining on his Customer Agreement. On December 28, 2015 ViaSat collected $103.06 from Mr. [redacted] payment method on file for the early termination fees.
As Ms. [redacted] was properly educated on the Vacation Plan, the process for resuming or disconnecting his account, and the early termination fees, ViaSat does not agree to refund any charges which occurred on his account since May 26, 2015 for the Vacation plan. However, as a gesture of good faith ViaSat will agree to refund the $90.13 charge collected on November 28, 2015. This refund has been issued to the payment method on file and should be received by Mr. [redacted] in three to five business days.
Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused.   [redacted] is currently receiving ViaSat’s Exede Business 50 GB at $169.99 a month, plus applicable taxes and a $9.99 monthly equipment...

lease fee. This service plan provides customers with 50 GB of monthly data, download speeds up to 15 Mbps, and upload speeds up to 4 Mbps.   Per the Customer Agreement signed by [redacted], the account holder, on February 6, 2017, the Internet Service plan is subject to data usage limits which are described in the Data Allowance Policy.  For [redacted]’s Internet Service plan, upon reaching 100% or more of the data allowance, ViaSat will continue to provide internet service and count all increments of data beyond the monthly data allowance. ViaSat will charge the additional usage rate in excess of the monthly data allowance.  [redacted]’s ViaSat Internet Service plan subjects him to additional usage rate of $10.00 for each partial GB used.   On March 8, 2017, ViaSat collected $8578.02 from [redacted] for the monthly services ($85.71) and additional usage ($8370).   On March 9, 2017, [redacted] contacted ViaSat to discuss the charges on her bill for the additional usage. During this conversation, [redacted] was educated that her recent bill had 837 GB’s of additional data used during the previous month which caused the $8370.00 in additional charges and [redacted] was educated that these charges were valid per the Customer Agreement.   However, on April 5, 2017, [redacted] contacted ViaSat to discuss the charges on her bill due to the overages on the Business account. During this conversation, [redacted] was educated that a request would be made to have a credit applied to her account for these charges. And on April 6, 2017, [redacted] ViaSat account was credited $8,078.03 as a gesture of good faith.   Since the credit was applied to the ViaSat account, no further charges have been collected by ViaSat to date. As of today, June 23, 2017, [redacted] has a credit balance remaining on her account for $1726.47. ViaSat believes this credit is sufficient for the charge collected, and future bills.   [redacted] may contact ViaSat’s 24-hour Customer Service department at [redacted] if she has any further questions or concerns.   Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/12/14) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any misunderstanding she may have experienced with ViaSat.
ViaSat's Customer Agreement, signed by Ms. [redacted] on November 12, 2015 and available at...

exede.com/legal, advises that ViaSat's price lock guarantee only applies to the monthly internet service fee and the equipment lease fee before any promotional discounts, and excludes all taxes and surcharges.
Our review of Ms. [redacted]'s account shows that she contacted ViaSat on December 5, 2015 claiming that she had been offered ViaSat's Liberty 12 GB service plan ($69.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee) at $49.99 a month for the first 24 months, and had a flyer stating as much. The ViaSat representative advised Ms. [redacted] that she would need to fax in a copy of the flyer she had received as ViaSat was not running any such promotion.
Ms. [redacted] called ViaSat on December 6, 2015 regarding the promotion, at which time she was offered a discount of $10.00 off her bill per month for 12 months. Ms. [redacted] accepted this offer; however, on December 8, 2015, she called back to advise that she no longer wanted that discount offer and instead wanted the pricing quoted on the promotional flyer. Once again, Ms. [redacted] was informed that she would need to fax in that documentation, and advised that ViaSat would honor the promotion if that's what was offered on the flyer. Ms. [redacted] was also educated on ViaSat's price lock guarantee at this time.
ViaSat received a copy of Ms. [redacted]'s promotional flyer on December 10, 2015, at which time it was determined that there was no promotion listed for ViaSat's Liberty 12 GB service plan at $49.99 for 24 months. However, in order to retain Ms. [redacted] as a customer, a discount of $20.00 off of Ms. [redacted]'s bill per month for 24 months was applied to her account.
We apologize for any frustration Ms. [redacted] may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms. [redacted]'s complaint.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The agreement I signed in no small print stated that I would be on a promotional discount for 3 months. The sales rep that arrived at my home and My documentation states that I pay $49.99/ month with price lock guarantee for 24 months. With unlimited Data w/ liberty pass included and an equipment lease of $9.99 applies. I also in no time agreed or accepted to settle for $10 discount from my bill for 24 months like ViaSat states. I verbally stated I would not allow a bandaid to be placed on my case. I informed the representative that I want what was promised to me on paper.