ViaSat, Inc.

Thank you for bringing [redacted] complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
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 gaming limitations. Each of these points is also addressed in the Customer Agreement signed by [redacted] on June 9, 2016 and available at exede.com/legal. We apologize if [redacted] these points were not communicated to his satisfaction.
Our records show [redacted] ordered service through DIRECTV, an authorized sales agent of ViaSat, on June 2, 2016, at which time he elected ViaSat’s Liberty 10 GB plan at $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The service was scheduled to be installed on June 6, 2016; however, it was rescheduled for June 7, 2016 due to weather-related delays. The technician attempted to contact [redacted] on June 7, 2016 to advise him of their estimated time of arrival, but was unable to get in touch with him until later that night, at which time the service call was rescheduled for June 9, 2016, per [redacted] request.
Regarding the charge of $99.99 [redacted] as charged for the installation fee on June 3, 2016, our records show [redacted] contacted ViaSat about this amount on June 9, 2016, at which time she was correctly advised she would receive a credit of $99.99 towards her first month’s bill for the charge. The credit of $99.99 covered her first month’s bill, providing a leftover credit balance of $22.46. [redacted] was not charged for his first month of service. During this conversation, Ms. Rodriguez was also provided with details of her service plan and the ViaSat services, including the 24-month minimum service term.
The Liberty plans provide customers with a monthly priority data allowance with download speeds up to 12 Mbps and upload speeds up to 3 Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-5 Mbps once they have exceeded their monthly priority data, and until their priority data resets.
On June 10, 2016, ViaSat received a call from [redacted] advising that he felt he’d been misled about the speed and pricing of her service plan, as well as the 24-month minimum service term. During this conversation, he also advised to the ViaSat representative that the service was slow and that they were unable to stream and game online. The ViaSat representative advised [redacted] that certain games would not work well on ViaSat’s network, and that some would not work at all. [redacted] was also provided with details of the Liberty service plans, but offered to escalate a complaint on [redacted] behalf for his point of sale concerns. [redacted] accepted. Unfortunately, the ViaSat representative did not escalate the issue correctly. We apologize for any frustration he may have experienced with ViaSat.
ViaSat received another call from [redacted] on June 13, 2016, at which time he requested to disconnect service because it was not working. The ViaSat representative offered troubleshooting for his concerns, but [redacted] declined. The ViaSat representative reminded [redacted] of the early termination fees, and the call ended shortly after.
On June 14, 2016, [redacted] called ViaSat to disconnect, at which time he was advised that the early termination fees would not be waived if ViaSat wasn’t provided with an opportunity to resolve his concerns. At this time, a free service call was ordered and scheduled for June 16, 2016.
ViaSat’s technician went out to [redacted] home on the appointment date, at which time it was determined that there were no issues and that [redacted] was receiving download speeds above advertised range. [redacted] called later the same day to request disconnection, claiming that the technician had been unable to get him online and had advised him to cancel the service with the early termination fees waived. As there were no notes from the technician advising this, [redacted] said he would contact the technician to request additional notes be placed on the work order.
[redacted] called ViaSat a second time the same day, at which time his account was disconnected and a request for the waiver of the early termination fees was escalated. This waiver request was rejected on June 17, 2016 as no issue had been found with [redacted] service at the time of the service call. [redacted] was advised of this during a conversation with a ViaSat representative on June 20, 2016.
In recognition of [redacted] short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees as a courtesy. [redacted] is responsible for returning ViaSat’s modem and transceiver within 30 days of 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.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.
Our records show Ms. [redacted] was receiving Viasat’s Liberty 12 GB + Free Zone service plan at $50.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides 12 GB of monthly priority data;...

download speeds up to 12 Mbps; upload speeds up to 3 Mbps; and a Free Zone between 3:00 AM and 6:00 AM, local time, during which unmetered service is provided at no additional cost. This plan does not come with a wireless feature.
Ms. [redacted] ordered Viasat’s service through [redacted], an authorized Viasat seller, on December 11, 2017. At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees, and the Viasat billing. Each of these points is further addressed in Viasat’s Customer Agreement signed by Ms. [redacted] on December 14, 2017 and also available at exede.com/legal. The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature.
Ms. [redacted] contacted Viasat on December 14, 2017 after the installation of her service, at which time she expressed that she had expected a wireless Viasat modem. During this conversation, she was informed of the above-referenced details of her service plan, and that it did not come with a wireless modem. The Viasat representative also advised Ms. [redacted] that they could transition her service plan to one that provided a wireless modem, but that there would be a delay in the shipment of the wireless modem as there is currently an equipment shortage. Ms. [redacted] declined the offer and informed the representative that she would purchase a third-party wireless router.
Viasat charged Ms. [redacted] $44.63 in monthly service fees on December 16, 2017, but the payment failed. Ms. [redacted] called about the balance due on December 19, 2017, at which time she was informed of Viasat’s billing practices. When Ms. [redacted] expressed her dissatisfaction in not receiving a wireless modem, she was once again informed of the equipment shortage. The Viasat representative also offered Ms. [redacted] a goodwill credit and a transition to change her service plan to one that offered a wireless modem, with the understanding that there would be a delay in receiving the equipment. Ms. [redacted] declined and requested to speak to a supervisor.
During her conversation with the Viasat supervisor, Ms. [redacted] advised that she wanted to disconnect because she had not received a wireless modem and believed she’d ordered wireless service. The Viasat supervisor made several attempts to retain Ms. [redacted] business, including providing her with credit discounts, but they were declined. Ms. [redacted] was informed of the disconnection disclosures, including the early termination fees, and her account was disconnected. Per her request, a service call was ordered at the standard $95.00 service call charge, and an escalation to have her point of sale concerns reviewed was escalated.
The Customer Agreement advises that customers are responsible for returning Viasat’s modem and transceiver within 30 days after disconnection. Failure to do so will result in an unreturned equipment fee of $300.00, not including taxes. Viasat supplies customers with a [redacted] box, prepaid return shipping label, and illustrated instructions within a week after their disconnection. Any request for service call assistance with uninstalling the equipment is associated with a $95.00 service call fee.
As resolution to this complaint and in consideration of her short term as a subscriber, Viasat will agree to waive Ms. [redacted] early termination fees and the balance due of $44.63 in full. This has been processed as of December 20, 2017. Viasat does not agree to waive the $95.00 service call fee.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/07/20) */
Thank you for brining Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation [redacted] 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 Mr. [redacted] on July 01, 2015 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction.
On July 10, 2015 ViaSat received a call from Mrs. [redacted] to discuss the Data Allowance Policy, and to determine what their current usage was used by. ViaSat's customer service representative advised Mrs. [redacted] that the usage was used by Video and Social Media streaming. Additionally, the customer service representative advised Mrs. [redacted] that they were able to upgrade their account to ViaSat's Freedom plan which would provide them with 150 GB of usage. Mrs. [redacted] stated that she did not want this plan, and wanted information on disconnecting her account. However, before further action could be taken, the call was lost and the agent was unable to reach Mrs. [redacted] upon making a further call.
Mr. [redacted] called ViaSat on July 17, 2015 to disconnect his account. The Customer Agreement signed by Mr. [redacted] obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. During his conversation, Mr. [redacted] was informed that the account had been upgraded to the Freedom plan, and that only 6 GB's had been used of the allotted 150 GB's. The representative offered to troubleshoot their services as Mr. [redacted] stated that the speeds were slow; however, Mr. [redacted] declined this offer or further assistance.
In order to come to a resolution regarding this complaint and in recognition of the short term Mr. [redacted] was a ViaSat customer, ViaSat will agree to waive his early termination fees. 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.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that the company will agree to waive the $350 early termination fee. Thank you.. We tried very hard to make this work for our family, and it did not. On another note, my husband never called the company it was Mrs. [redacted]. Mr. [redacted] NEVER signed the agreement. I only signed what I was told a Credit Card receipt.
Thank you for waiving the $350 Early Termination fee..

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of sale customers are made aware that service speeds vary and are not guaranteed.  They are also informed that ViaSat requires a 24-month minimum...

service term commitment for Internet service and early termination fees will apply if service is canceled prior to the minimum service terms.  Each of these points is addressed in the Customer Agreement signed by Mr. [redacted] on April 6, 2016 and available at exede.com/legal. 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 ViaSat’s network. ViaSat tends to have more customers utilizing the network during peak times which are typically 8:00 PM to 12:00 AM, local time, but may vary depending on the area.  Customers are also advised that use of multiple devices with our service may result in slower speeds. Due to the length of service ViaSat agrees to waive the early termination fees totaling $360.00 not including taxes; however, no refunds will be issued as the service was installed. Mr. [redacted] will be responsible for sending back two pieces of equipment using the prepaid shipping label and box supplied by ViaSat. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Mr. [redacted]' complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. After further review of the complaint, ViaSat has determined that the services are not going to meet Mr. [redacted]' needs or...

expectations. We apologize that Mr. [redacted] has recently experienced speed and connectivity issues. 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 advertises speeds up to 12 MBPS, sometimes the customer will experience speeds of this but it is not guaranteed. Based off what Mr. [redacted] is using the service for the usage is going to go by very fast which will cause slow speeds until the data resets each month. In order to arrive at a resolution ViaSat is willing to let Mr. [redacted] out of his contract with no early termination fees and will issue a refund of $118.07 back to Mr. [redacted] for the latest payment; however, the payment of $99.99 for installation will not be issued back as the service was installed. Mr. [redacted] can call customer service anytime at XXX-XXX-XXXX and reference ticket number XXXXXXXX to have the services disconnected and the disclosures read. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their response is honest and fair. Thank you for assisting in a resolution.

Thank you for bringing Ms. [redacted]’s rebuttal to our attention.
Our records show Ms. [redacted] was issued a refund for $324.00 on March 25, 2016 for the unreturned equipment fees. On April 12, 2016, in response to Ms. [redacted]’s initial Revdex.com complaint, ViaSat issued her two refunds totaling $523.00; however, as this amount was considered valid, it remained as a balance due on Ms. [redacted]’s account. All refunds were successfully processed on ViaSat’s end.
On April 18, 2016, Ms. [redacted]’s account was sent to outside collections for the balance due of $523.00 as she did not make a payment for the amount as advised in ViaSat’s previous response.
Our records show Ms. [redacted] contacted ViaSat on April 21, 2016 to request ViaSat verify the refunds with her financial institution. As it is not ViaSat’s responsibility to verify refunds with a customer’s bank, Ms. [redacted] was advised that ViaSat could either mail her a copy of the invoice(s) showing the refunded amounts, or she could perform a three-way call with her bank on the phone. Per her request, copies of the invoices were printed and sent to Ms. [redacted] the same day. For her records, this invoice has been included with this response.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced.
Our records show Ms. [redacted] contacted ViaSat on June 16, 2015 because she was experiencing a connectivity issue, at...

which time the ViaSat representative guided Ms. [redacted] through troubleshooting. The issue was resolved after Ms. [redacted]'s equipment was rebooted. During this conversation, Ms. [redacted] inquired about moving her service to a new location, and was advised that she would need to contact the authorized dealer she had initially ordered service through.
ViaSat received another call from Ms. [redacted] on June 18, 2015 because she was once again experiencing a connectivity issue. After troubleshooting, it was determined that a service call would be required for the issue to be resolved, and one was ordered at no cost to Ms. [redacted].
Ms. [redacted] made another call into ViaSat on July 6, 2015 because her services were out. After troubleshooting, the issue was resolved; however, Ms. [redacted] advised she was supposed to have a service call to correct her spotty service. The ViaSat representative provided Ms. [redacted] with the phone number to her dealer so she could schedule her appointment.
ViaSat did not have any further contact with Ms. [redacted] until August 10, 2015, at which time she advised that she'd been charged for two months even though her services had not been working properly. A refund request for $124.34the total of two months of servicewas created at this time; the refund was processed on August 19, 2015 to Ms. [redacted]'s payment method. During this conversation, Ms. [redacted] advised that she was moving to a new home, and was interested in taking the service with her. At this time, the ViaSat representative made her aware of all disclosures, and advised that she would be responsible for returning ViaSat's modem and transceiver via the UPS box supplied by ViaSat.
Ms. [redacted]'s account was disconnected on August 19, 2015, per her request. At this time, Ms. [redacted] requested a waiver of her early termination fees due to the lack of response from the dealer regarding her service call. The ViaSat representative advised that they would escalate the request, but that there was a possibility it would be rejected. Our records indicate that the ViaSat representative did not escalate the request correctly. We apologize for any inconvenience this [redacted] have caused Ms. [redacted] to experience. On August 24, 2015, ViaSat collected a payment of $224.52 from Ms. [redacted] for the early termination fees.
The Customer Agreement, signed by [redacted], the account holder, on January 22, 2015 and available at exede.com/legal, advises that customers are responsible for returning ViaSat's modem and transceiver within 30 days after their disconnection. Failure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. ViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions to the address on file within a week after the account disconnection. Customers can request that this equipment return kit be delivered to an alternate address.
In order to come to a resolution to this complaint, ViaSat will refund Ms. [redacted]'s early termination fees of $224.52 to the payment method on file. This refund has been issued as of September 1, 2015; Ms. [redacted] should be advised that it may take 3-5 business days from the issue date for her to see the amount deposited into her account. However, as Ms. [redacted] was advised on August 10, 2015 that she was responsible for returning the ViaSat equipment, ViaSat does not agree to waive the unreturned equipment fee associated with the missing transceiver.
If Ms. [redacted] requires a new equipment return kit, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX to request a new one.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
Our records show Ms. [redacted] called ViaSat on November 27, 2015 because she was experiencing a connectivity issue, at which time the ViaSat representative attempted...

to guide her through troubleshooting. As the issue persisted, the ViaSat representative advised that a service call would be necessary to resolve Ms. [redacted]'s issues; however, Ms. [redacted] declined because she did not want to pay the $30.00 service call fee.
ViaSat received another call from Ms. [redacted] on December 2, 2015, at which time she requested the disconnection of her account due to her connectivity issues. During this conversation, the ViaSat representative offered Ms. [redacted] a discount of $10.00 off per month for 12 months if she would keep the service. Ms. [redacted] accepted, and performed troubleshooting with the ViaSat representative. Ms. [redacted]'s services were restored when her modem was rebooted.
Ms. [redacted] called back on December 5, 2015 because her services were out again, at which time a free service call was ordered. As Ms. [redacted] had ordered service through a local ViaSat dealer in her area, she was informed to contact that business for scheduling and provided with the phone number ViaSat had on file for the business. Ms. [redacted] called a second time the same day to ask for an alternate number as the one she'd been given was out of service. A $25.00 goodwill credit was applied to Ms. [redacted]'s account for the inconvenience.
On December 6, 2015, Ms. [redacted] called to advise that both of the dealer's phone numbers were out of service, at which time a sales channel change request was escalated on her account to switch her to ViaSat's fulfillment network. Ms. [redacted] was also provided with a $49.99 downtime for the credit. The sales channel change was completed on December 8, 2015.
Ms. [redacted] called ViaSat on December 7, 2015 to disconnect her account, and requested for her early termination fees to be waived due to her connectivity issues. On this date, she was incorrectly advised that a technician would be out to her home on December 10, 2015. We apologize for any frustration this may have caused Ms. [redacted] to experience. During a later conversation with a ViaSat supervisor on the same day, Ms. [redacted] was reminded of the goodwill credits that ViaSat had placed on her account and offered another free service call. When Ms. [redacted] declined, she was advised that unless ViaSat's fulfillment network was given the opportunity to resolve her issues, her early termination fees would be valid.
On December 10, 2015, Ms. [redacted] called once again to request the disconnection of her account. At this time, the ViaSat representative reminded Ms. [redacted] of the sales channel change that had been processed on her account, and advised that a new service call order would need to be ordered so a technician could go out. Ms. [redacted] declined the new service call. When Ms. [redacted] advised that someone was supposed to be out that very day, she was advised that there was no service call scheduled and no notes on the previous work order regarding a December 10, 2015 appointment. The ViaSat representative reminded Ms. [redacted] of her signed Customer Agreement and advised that the early termination fees would not be waived. Ms. [redacted] ended the call.
On December 21, 2015, Ms. [redacted]'s account was disconnected, per her request.
The Customer Agreement provided to each new subscriber, signed by [redacted], the account holder, On December 3, 2014 and also available at exede.com/legal, 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 reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
As Ms. [redacted] did not provide ViaSat with the full opportunity to resolve her connectivity issues, ViaSat does not agree to waive her early termination fees in full. However, in order to resolve this complaint, ViaSat will waive half of the charge, leaving Ms. [redacted] responsible for approximately $82.50 in early termination fees.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
I do not feel we should pay over 200 dollars for service that we never had 
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. It is our goal to provide Ms. [redacted] 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.      At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees. Each of these points are also addressed in the customer agreement signed by Ms. [redacted] on July 29, 2016 and available at [redacted]. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat has attached the signed customer agreement for Ms. [redacted] viewing. The Customer Agreement signed by Ms. [redacted] on July 29, 2016 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.  If we are unable to process your automatic payment at any time and we do not receive electronic payment from the customer by the due date, the account may be immediately suspended and the customer will remain responsible for all amounts payable by the customer to us.  The Customer Agreement also states that monthly fees are payable each month in advance and such monthly fees will apply for each and every month (or portion of a month) that you are a subscriber. If the customer’s account is suspended for a partial month, they are still responsible for the full month of service.  ViaSat does not agree to waive the early termination fees from the account and no refunds will be issued as the services were used. Should Ms. [redacted] wish to disconnect she can contact customer service by phone at ###-###-#### to have the account disconnected. ViaSat does not accept written correspondence/email as a form of disconnection. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing [redacted]’s rebuttal to our attention.
Review of the account shows that ViaSat successfully updated [redacted]’s account on October 5, 2017, the same day [redacted] issued her rebuttal. It may take up to 24-hours for account changes such as a name update or correction to roll out into all systems.
Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s complaint to our attention.
Our records show [redacted] ordered service through [redacted], an authorized seller of ViaSat, on May 31, 2017. At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data...

Allowance Policy. Each of these points is further addressed in ViaSat’s Customer Agreement signed by [redacted] on June 1, 2017 and also available at exede.com/legal. At the point of sale, customers are also advised of the pricing of ViaSat’s Internet service plans, as well as that they will need to provider their own third-party router if they do not opt into ViaSat’s wireless services. We apologize if these points were not communicated clearly to [redacted].
Our records show [redacted] called ViaSat on June 2, 2017 because she felt she had not been fully informed of the service at the point of sale. At this time, she was directed to call [redacted] to discuss her point of sale concerns. She called ViaSat back the same day requesting the disconnection of her account due to her point of sale concerns. During this conversation, [redacted] was informed that she would be responsible for the early termination fees. [redacted] requested to speak to a supervisor. We apologize if [redacted] did not speak to a supervisor at this time.
On June 4, 2017, ViaSat charged [redacted] $66.76 in monthly service fees, but the payment failed. She called on June 5, 2017 to disconnect her service. At this time, the ViaSat representative escalated a request to have the early termination fees waived; however, this request was denied on June 7, 2017 as the early termination fees were considered valid.
ViaSat charged [redacted] $410.31 on July 4, 2017 for her early termination fees plus the existing balance due. This payment also failed. [redacted] contacted ViaSat the same day regarding the balance due, at which time she was informed that the waiver request had been denied. This was advised to [redacted] again on July 18, 2017, at which time she requested to speak to a supervisor. During her conversation with the ViaSat supervisor, [redacted] was informed that the waiver had been denied, and provided with the email address so she could contact ViaSat’s Corporate Resolution Team.
In consideration of [redacted]’s short term as a ViaSat subscriber, ViaSat has waived the balance due of $410.31 in full as of today, July 19, 2017.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms. [redacted] on December 5, 2017, 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]’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each month. Customers are made aware of Viasat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement.Mr. [redacted] ‘s Liberty service plan provides 25 GB of monthly Priority Data allowance for use at regular speeds of up to 12 Mbps download and 3Mbps uploads.  Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to 1 to 5 Mbps when the network is not busy until their monthly Priority Data allowance resets.  When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet.  Customers are told this information at the time of sale and it is incorporated into the Customer Agreement. Customers have the choice to purchase additional data under Viasat’s Buy More option at $10.00 per 1 GB on an as-needed basis, but are not required to do so.  Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.   Because of these many variables, Viasat cannot guarantee any particular speed to you.  Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Ms. [redacted] contacted Viasat regarding slow speeds on December 17, 2017. It was determined that the slow speeds were a result of Ms. [redacted] going over her monthly data allowance, and Ms. [redacted] requested to speak to a supervisory Viasat representative regarding disconnecting her account. All supervisory representatives were assisting other customers at the time, and Ms. [redacted] agreed to receive a call once one was available. On December 18, 2017, Ms. [redacted] contacted Viasat multiple times regarding discounts to her bill and her service plan details. She was advised that she would receive a $10 off discount for bundling with her DirectTV once it had been installed, and the process of the Data Allowance Policy. A supervisory Viasat representative attempted to reach Ms. [redacted] on December 19, 2017, but due to no answer, left a voicemail correctly advising that any early termination fees caused by a disconnection of services would be valid. Ms. [redacted] contacted Viasat that same day to advise that she was under the impression that she had unlimited data. The Viasat representative assisting her offered Ms. [redacted] the option to transition to one of Viasat’s unlimited data plans, but Ms. [redacted] declined. On January 8, 2018, Ms. [redacted] contacted Viasat to advise of connectivity issues. These were determined to be the result of a weather outage, and Ms. [redacted] was advised to contact if the issues persisted. On January 9, 2018, Ms. [redacted] contacted Viasat with questions about her data usage. A Viasat representative assisted Ms. [redacted] by giving the details of her data usage, which had all been used on video. Ms. [redacted] was advised that the On Demand program she was using could be using her data. A supervisory representative confirmed this the next day when they contacted Ms. [redacted] to advise that once her DirectTV had been stopped from using the internet, her usage went down. Ms. [redacted] requested to disconnect, however accepted an offer of a service call to retain her services. On January 31, 2018, Ms. [redacted] contacted Viasat to disconnect her services due to slow speeds. She was advised that she had gone over her data allowance. At this time, Viasat feels that all appropriate actions have been taken, and does not agree to waive Ms. [redacted]’s early termination fees should she choose to disconnect. Should Ms. [redacted]’s current plan not meet her needs, the following plans are also available in her area:• Liberty 50 - Boost 25 + Free Zone- $110.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.• Liberty 50 + Free Zone- $100.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.• Unlimited Silver 25 Mbps - $150.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.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.

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, 5, 2015/09/17) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Mr. [redacted] contacted ViaSat's Customer Service Department on August 26, 2015 as he had made two...

onetime payments of $140.58 via ViaSat's online payment system. During his conversation with ViaSat's customer service representative, Mr. [redacted] was advised that a request would be made to have the refund issued, but that it would take ten to fourteen business days before processing. As ViaSat's billing system did not show the payment had been collected at the time of request, the refund was denied.
On September 11, 2015 Mr. [redacted] made contact with ViaSat's Customer Service Department to discuss the refund as he had yet to receive it. During his conversation with ViaSat's customer service representative Mr. [redacted] was advised that ViaSat was unable to issue a refund at that time as there was not a valid payment method on file for ViaSat to refund to. Therefore, the payment method needed to be update before the refund could be issued. Mr. [redacted] was unwilling to update the payment method on file in order for ViaSat to issue the refund.
Again, on September 16, 2015 Mr. [redacted] contacted ViaSat to discuss the refund process and determine when he would receive his refund. During his conversation with ViaSat's customer service representative, Mr. [redacted] was educated on the refund process and offered goodwill credit of $25.00 for his troubles. The $25.00 credit was applied to his account and will go towards his September 20, 2015 ViaSat bill.
Per Mr. [redacted]'s request, ViaSat is willing to issue a refund check for the $140.58 collected on August 27, 2015 as there is not a valid payment method on file for us to refund to. The refund check takes 1 to 2 business weeks before being received by M. [redacted]. If Mr. [redacted] would like, the credit of $140.58 can be applied towards his next month's [redacted] which [redacted] be collected on September 20, 2015. If Mr. [redacted] wishes to receive the check, please advise.
Again, we apologize for the confusion or frustration this situation [redacted] have caused. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because although they "educated" me on the 16th I was still out $140 for 3 weeks. Money that I budget for other things was not there. I had bills that were late and fees that I had to pay ..and all they can do is give me a $25 credit and expect everything to be all fine and dandy. Never mind the fact that they said it would be taken care of in a few days and it wasn't. They could have called me when they seen that the refund wasn't issued. I don't understand why I have to have a payment method on file but yet they had no problem taking the money out of the payment method I used...not once but twice ..in a matter of two seconds. To them $140 is nothing.. to me...its a lot. Especially when I budget for a whole month. They use the fact that there is no other reliable source for internet where I live to treat people however they want. I have two choices....I can put up with their horrible customer service or I can not have internet for work and school. In my opinion the least they could do is give me a free month but no I get a $25 credit. That pays one of the three late fees I had from not having the $140 extra in my budget this month. Thanks. And are they even going to look into the fact that the website was messed up and not working properly and that's why this happened? No probably not because they have no accountability. If I'm a few days late paying my bill they shut my service off. It took 3 weeks for them to try and get my money back by that time the bill was due again almost anyways. If I go into a grocery store and use my debit card to buy something and then have to return it...they put the money right back where it came from. And that is what they should have did.
Final Business Response /* (4000, 9, 2015/09/25) */
Per ViaSat's previous reply, Mr. [redacted] made onetime payments via ViaSat's online payment system. This is why ViaSat does not have a payment method on file for Mr. [redacted]. ViaSat collected the two payments from Mr. [redacted] as the two payments were made by him online. Since our last reply, Mr. [redacted]'s monthly bill was collected from the credit balance of $140.58. As previously stated, ViaSat was willing to issue a refund check to Mr. [redacted] for the duplicate payment of $140.58; however, as stated the monthly bill applied towards the duplicate payment. As a gesture of good faith, ViaSat has applied a credit of $140.58 to his ViaSat account and will be applied towards his October monthly bill. Additionally, ViaSat will review our online payment system to ensure there are no issues making payments. Thank you for the opportunity to respond.

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

As stated in ViaSat’s previous replies, ViaSat does not have a payment method on file and therefore we are unable to issue any refunds to [redacted]. The payment method on file was removed on June 15, 2017. Additionally, ViaSat collected payments on 2.1.2017, 3.1.2017, and 4.1.2017, equaling $236.28 in payments.   If the charges collected are fraud due to the account being established by a previous tenant and she is unable to retrieve the funds via her bank account, she may file a police report in an attempt to retrieve the lost funds directly from the previous tenant.   We apologize for any confusion or frustration this situation might have caused.

Thank you for bringing [redacted] complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. In order to for ViaSat to better assist [redacted] with his concerns we will need him to provide the account number or the phone number associated with the account so we...

are able to locate it. If [redacted] could also explain the situation as to what has happened or what he is requesting that would also be very helpful as this complaint has very limited information. We look forward to hearing back from [redacted]. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing your complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation. The Customer Agreement provided to each new subscriber, signed on March 22, 2016 and also available at exede.com/legal, 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 reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. On June 1, 2016, a ViaSat representative made contact with you regarding the early termination fees. In order to bring the complaint to resolution and as the fees had yet to be collected, the representative agreed to waive the early termination fees of $344.00. Given this information, ViaSat believes that this complaint has been resolved. Thank you for the opportunity to respond

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