ViaSat, Inc.

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.

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 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.

Initial Business Response /* (1000, 4, 2015/12/11) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused. At the time of sale Ms. [redacted] selected the Essential 10GB plan which runs $39.99 and there is a charge of $9.99 for...

the lease fee which is for the equipment. ViaSat's corporate office was able to locate the sales call and listened and when the disclosures were read to Ms. [redacted] she was informed that the service was $39.99 plus a lease fee charge of $9.99 making the total $49.98 and this was advised to Ms. [redacted] earlier in the sales call as well. The monthly charge will be $49.98 not including local taxes. ViaSat does not agree to waive any early termination fees should Ms. [redacted] wish to disconnect. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 6, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a lie. The sales associate said it was 39.99, yes true. He also said 9.99 for equipment lease during service agreement spiel. I said, wait (because I knew before we got started that I was not willing to pay more than $40 for 10 gbs) is it 39.99 plus 9.99 or 39.99 total? I asked because the details aren't discussed until closing the sale, upon which the sales people elaborate that no, it's not really 39.99. The only difference is that I asked him to clarify, upon which he conceded and specificied, Yes it is 39.99 total, pause, 29.99 a month, uhh hm. It is on the recording and if they honestly reviewed it then they could not possibly deny what me and the salesman discussed. I know they have a script but I interrupted him to ask questions and in doing so he changed the terms and it was those modified terms that I agreed to. If it was beyond his duties as a sakes man, then perhaps he should have said, no ma'am. Its 39.99 and 9.99 for equipment. He did not, perhaps because he knew full well there would be no recourse for me. If the could prove to me that I simply "misunderstood" and would send the transcript of the conversation, then I would retract my complaint. Mistakes happen, but in this case I know what I said, I know what he responded. He lied and whoever reviewed the original sales pitch is also dishonest.
Final Business Response /* (4000, 8, 2015/12/22) */
Thank you for bringing Ms. [redacted]'s rebuttal to our attention.
Ms. [redacted] is currently receiving the Exede Essential 10GB plan at $39.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.
Our review of Ms. [redacted]'s November 20, 2015 sales call shows that, initially, she was offered the Exede Essentials 10GB plan and monthly equipment lease fee at the correct and total pricing of $49.99 a month. Unfortunately, when giving Ms. [redacted] a final overview of the billing, the sales representative advised Ms. [redacted] that she would only be charged $39.99 total: $29.99 for the Essential 10GB plan plus the $9.99 monthly equipment lease fee. When Ms. [redacted] asked if that would be her monthly price, the sales agent confirmed it would be. Ms. [redacted] moved forward with ordering the service; the ViaSat equipment was installed at her home on November 25, 2015.
Ms. [redacted] contacted ViaSat twice via email on December 1, 2015 regarding her bill as it did not reflect what she had been quoted at the point of sale. The responding ViaSat representative educated her on the billing, and advised that her service plan was $39.99 a month, plus applicable taxes and the $9.99 monthly equipment lease fee. ViaSat received a call from Ms. [redacted] on December 9, 2015 regarding her bill, at which time the same information regarding her bill and her monthly service fees was provided to her.
We apologize for any frustration Ms. [redacted] have experienced. In order to come to a resolution regarding this complaint, ViaSat is willing to offer Ms. [redacted] either a discount of $10.00 off her bill per month for 12 months, or disconnection of her account with her early termination fees waived in full, provided that she disconnect prior to January 28, 2016. If Ms. [redacted] chooses to disconnect her account, she will be responsible for returning ViaSat's modem and transceiver within 30 days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to her home address.
If Ms. [redacted] would like to accept the discount of $10.00 off her bill per month of 12 months, or would like to disconnect her account with the early termination fees waived in full, she 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.

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]

Complaint: [redacted]
I am rejecting this response because: I never received any information.  also never asked to keep the service on for 24 hours so that I could talk to any one else. Fact is that the person informed me that he had to speak to some one higher up. I asked that service be turned off repeatedly.  Finally I was forced to DEMAND THAT SERVICE BE STOPPED. No matter how many times I tried to commutate trying to Resolve this issue I got the same response. That they had to speak to some one higher up. I honestly can't believe that this is still going on. No consumer should have to go through this. 
Sincerely [redacted]

Thank you for bringing Mr. [redacted]’s complaint to our attention.
Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Silver 25 service plan at $100.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Silver 25 service plan...

provides unlimited data usage at regular speeds up to 25 Mbps. The service is optimized for streaming at DVD quality or 480p.
Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 60 GB of data during their monthly billing period on the Unlimited Data Silver 25 plan, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the 60 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement, signed by Mr. [redacted] on March 24, 2018, and Unlimited Data Policy available at exede.com/legal.
Our records show Mr. [redacted] contacted Viasat on March 28, 2018 because he was experiencing connectivity issues. During this conversation, Mr. [redacted] was guided through troubleshooting, after which it was determined his service was being impacted by a network outage. Mr. [redacted] was advised to call back later if he was still experiencing an issue as further assistance could not be provided during an outage.
Viasat received a second call from Mr. [redacted] the same day regarding his connectivity. Once again, Mr. [redacted] was guided through troubleshooting, after which a service call was ordered. This service call was completed on March 30, 2018 with the technician realigning the dish.
Mr. [redacted] called Viasat again on April 3, 2018 regarding his monthly bill and his data usage. At this time, the Viasat representative advised Mr. [redacted] that he had reached the above-mentioned 60 GB threshold, and reviewed how much he would be paying per month.
On April 7, 2018, Mr. [redacted] called to advise he was dissatisfied with the service and interested in disconnecting. At this time, he was reminded of the 24-month minimum service term and early termination fees.
The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
As resolution to this complaint, Viasat will agree to waive Mr. [redacted]’s early termination fees in full if he disconnects prior to April 28, 2018. Mr. [redacted] will be 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 UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions
If Mr. [redacted] would like to move forward with the disconnection of service, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333 in reference to ticket no. 27614428.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:The company does not offer an appropriate solution. Mrs. [redacted] services do not work as stated, nor did the representative use "up to" describing the online service. Many customers have complained that the online service is very slow and is comparable to dial-up service. How will Mrs. [redacted] know the terms and conditions when the agreement was signed via a mobile phone. The representative did not disclose important details regarding the agreement insofar as termination fees nor the "fine print". It would be fair to understand the misconduct of the representative. Yes, she has been using the service and called a few days after countlessly about the issues she was having. Please advise on the next appropriate action. If the matter is not resolved please make notation of the company's unethical practice to caution prospective customers.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the response from VIASAT does not provide an explanation as to how 25gb of data is utilized in 6 days fo the 28 day cycle when all background usage is set to low / moderate streaming as I was instructed to do so by VIASAT. I stream all day every day on my phone on it's own network and barley use 6GB of data and the streaming quality is High Definition. I am not happy with my service and paying $100.00 a month for a service that can not sustain 2 hours of streaming every other day using low quality streaming at that thru amazon fire tv a day is pathetic. I want to cancel my account with ViaSat and I feel that I should not have to pay $150.00 to cancel based on not having any internet for a month only during the hours of 3am-6am when I am sleeping. Yes there is liberty pass which does not work a circle is on the screen and nothing plays as it is such poor quality. I am more than happy to pay my bill for services utilized but not $150.00 to cancel the piece of crap service for future use.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted] complaint to our attention.
Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $70.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. As Mr. [redacted] ordered...

service during a promotional period, he is currently receiving a discount of 20.00 off his bill per month for the first three months of service, and EasyCare at no cost for the same length of time. The Unlimited Data Bronze 12 service plan provides unlimited data usage at regular speeds up to 12 Mbps. The service is optimized for streaming at small screen quality or 360p.
Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 150 GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the 150 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.
Our records show Mr. [redacted] contacted Viasat’s Sales Department on February 20, 2018 to inquire about service. After he specified what his internet needs were, the Viasat representative recommended Viasat’s Unlimited Data Silver 25, but informed Mr. [redacted] that the Unlimited Data Bronze 12 plan was also available if he wanted a lower-priced plan. The Viasat representative also advised Mr. [redacted] with the differences between the two plans. During this conversation the Viasat representative also informed Mr. [redacted] that he could order DIRECTV’s service through Viasat, and discussed the television packages available to him as well as the pricing for both services. Mr. [redacted] moved forward with ordering both the Viasat Internet and DIRECTV television service. We apologize if Mr. [redacted] was not placed on the Viasat Internet service plan that he wanted.
The Viasat service was installed at Mr. [redacted] home on February 23, 2018. Mr. [redacted] called Viasat on February 27, 2018 to confirm which service plan he was receiving. When the Viasat representative informed him that he was receiving the Unlimited Data Bronze 12 service plan, Mr. [redacted] advised that he’d been under the impression that he was to receive the Unlimited Data Silver 25 service plan. The Viasat representative offered to transition Mr. [redacted] service plan and informed of him the transition disclosures. Mr. [redacted] declined the offer.
Viasat received another call from Mr. [redacted] the same day at which time he requested the disconnection of his account due to his service plan issues. The Viasat representative offered to transition Mr. [redacted] service plan to one that would better meet his needs and provide him with a discount of $10.00 off his bill per month for 12 months, but Mr. [redacted] declined. During this conversation, Mr. [redacted] was also educated on network prioritization, as described above.
As resolution to this complaint and in consideration of Mr. [redacted] short term as a Viasat subscriber, Viasat will agree to waive his early termination fees in full if he disconnects prior to March 24, 2018.
Mr. [redacted] will be 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.
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 1-855-463-9333 in reference to ticket no. [redacted].
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.
The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of...

this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. 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 the electronic signature of Mr. [redacted], an authorized signer, on the Customer Agreement dated February 1, 2018.
Our records show the service was ordered on February 1, 2018 through a local Viasat dealer in Ms. [redacted] area and installed the same day. Viasat received a call from Ms. [redacted] on February 2, 2018 requesting the disconnection of the account. During this conversation, Ms. [redacted] advised that she believed she had been signed up with internet service through [redacted], and had been unaware that the Viasat service was being installed. At this time, the Viasat representative informed Ms. [redacted] of the disconnection disclosures and the early termination fees, and processed the disconnection. The Viasat representative also escalated an inquiry so Ms. [redacted] point of sale concerns could be reviewed.
On February 4, 2018, Viasat charged Ms. [redacted] $344.14 in early termination fees, but the payment failed. She called in regards to the charge on February 5, 2018, at which time she was advised that the early termination fees were valid, but that a request to see if they could be waived would be escalated. Ms. [redacted] agreed.
On February 5, 2018, a representative from Viasat’s Corporate Resolution Team (CRT) determined the early termination fees were eligible to be waived; however, the waiver was not processed properly. On February 6, 2018, the Viasat dealer responded to the point of sale concerns and advised that Mr. and Ms. [redacted] had approved the position of the satellite dish at the time of installation.
Viasat successfully collected a payment for $344.14 on February 9, 2018.
We apologize for any frustration Ms. [redacted] may have experienced. As resolution to this complaint, Viasat has issued a refund of $344.14 to Ms. [redacted] payment method as of February 12, 2018.
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 might have caused.   The Customer Agreement, signed by Ms. [redacted] on December 12, 2016 and available at exede.com/legal, commits customers to a 24-month minimum...

service term and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.   On December 9, 2017, Ms. [redacted] contacted Viasat to discuss the billing of her Viasat account and request the disconnection of the account.  During this conversation, the Viasat representative informed Ms. [redacted] that the monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Ms. [redacted] was then informed that she could cancel at any time; however, she would be responsible for the applicable early termination fees. At that time, Ms. [redacted] was responsible for approximately $158.71.   Later this day, Ms. [redacted] contacted Viasat again to request the disconnection of her account. Again, during this conversation Ms. [redacted] was educated on the early termination fees and the effective disconnect date of January 16, 2017.    In response to this complaint, and as a gesture of good faith, Viasat will agree to waive the applicable early termination fees.  However, 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.   Ms. [redacted] may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333 and reference ticket 25254998 to have the early termination fees waived.   Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/12/11) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. ViaSat shows that Mr. [redacted] contacted our customer service department on September 2, 2015 concerning his email...

issues. At that time ViaSat was in the middle of migrating emails which could have caused the issue that Mr. [redacted] was experiencing. On September 2, 2015 ViaSat shows that Mr. [redacted] did confirm that he was able to login and see his emails at that time; however, Mr. [redacted] soon called back experiencing the same issue. ViaSat did speak with Mr. [redacted] on December 10, 2015 and advised that nothing was escalated to our Synacor team that handles these issues so while on the phone our agent did escalate the issue to Synacor and advised Mr. Buldoc that we should have a response within 24-72 business hours. ViaSat has also escalated this case internally and Mr. [redacted] should have an answer with 24-72 business hours. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: This is not true!  This company has held me hostage for almost a month with no internet...failing to provide any information  regarding the loss of 150GB of data.  As stated in my complaint my billing cycle ends on the 27th if each month.  On 2/1/2018 I received a notice that all of the data was used; the billing cycle had just began.  I the customer contacted Viasat and asked for an investigation; I wanted a detailed explanation regarding the use of 150GB and have been putting off each time I call.  Please note these companies (Internet providers) are basically allowed to extort money from citizens because unlike water or electric and gas  companies a independent meter is us customer using this type of service has virtually no recourse because their is no tangliable evidence for the customer to that meter servuces validating consumer usage.  With the current system consumers have nothing but the the words of the internet company and oh by the way they have your money too!  Viasat has not explained what happened to my 150GB in two days. I want the relationship to end immediately!!!

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] did contact ViaSat's customer service department on July 11, 2015 to request the...

disconnection of her ViaSat account. During her conversation with ViaSat's customer service department she was informed that she was not responsible for returning the leased equipment in error. Ms. [redacted] was in fact responsible for returning the leased equipment per the Customer Agreement. As the equipment was not returned within the 30 day time frame, Ms. [redacted] was charged $324.00 on August 16, 2015 for failure to return.
Due to this error, and the misinformation provided to Ms. [redacted], ViaSat has moved forward with issuing the refund of $324.00 to the payment method on file. Ms. [redacted] should receive this refund within three to five business days. Should she not, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX.
Again, we apologize for any frustration this situation may have caused. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  I only get 1 megabyte of speed pr, second most of the time never even close to 25 megabytes I want at least close to 25 megabytes of speed like they said when I purchased the plan, I know they have control of the speed the service text as told me and if they didn't woh can they shut you down to a lower speed when you exceed your monthly allotment .

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

Initial Business Response /* (1000, 6, 2015/08/28) */
Thank you for bringing Mr. [redacted]'s 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 Mr. [redacted] and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. ViaSat understands the service will not meet Mr. [redacted]'s needs or expectations. In order to arrive at a resolution ViaSat is willing to let Mr. [redacted] out of his contract with no early termination fees. Mr. [redacted] will need to call customer care and reference ticket number XXXXXXXX so that the disclosures can be read. Mr. [redacted] will be responsible for sending back two pieces of equipment using a prepaid shipping label and box supplied by ViaSat once the account is disconnected. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you,
We do accept the response. To avoid future complaints of this nature, you should make sure that all of your sales agents are thoroughly explaining terms of service. There was absolutely no mention of data in the call, I know that for a fact because had I heard the word "data" we would not have had the call proceed any further than it did. Thank you for waiving the termination charge. The Satellite dish has been removed and once we receive the boxes, we will send back the 3 pieces of equipment explained in the disconnect call.
Regards,
[redacted]

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. Viasat should have cleared the my account balance but instead issued a a payment as such I will make the payment of $77.50 to Viasat. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it is untruthful and unfair. I contacted them months before and emailed them telling them I was very dissatisfied with the service and wanted to cancel. I am not going to pay an early termination fee on something that I was unable to use most of the time because the data ran out. I have data limits on my cell and never go over those. Also having to remove and return their equipment myself was ridiculous. So my last word on this is a no im not paying it.
Sincerely,
[redacted]