ViaSat, Inc.

Thank you for bringing Mr***’ complaint to our attention
Mr*** is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of monthly
Priority Data, download speeds up to Mbps, and upload speeds up to Mbps
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weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Mr*** on May 20, 2016, that speeds may vary and are not guaranteed
Our records show Mr*** contact Viasat several times regarding the speed of his service between February 26, and March 1, On numerous occasions, Mr*** was informed that his service was being impacted by network congestion in his areaAdditionally, Mr*** was provided with goodwill credits totaling $for his speed concerns
On March 1, 2018, Viasat’s Corporate Resolution Team (CRT) received an email from Mr*** regarding the speed of his service and network congestion in his areaA CRT representative attempted to reach out to discuss the matter with Mr*** and confirm that his service was, in fact, being impacted by network congestion, but there was no answer and no opportunity to leave a messageThey attempted to reach out to Mr*** again on March 2, 2018, but were still unable to reach him
In response to this complaint, Viasat reviewed Mr***’ account and determined that he is receiving speeds within advertised range during the daytime hours
Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to our attention
The Customer Agreement provided to each new customer and signed by Mr*** on November 8, and also available at ***, 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 termCustomers 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 termViaSat does not provide a trial period for the services
Each customer has access to ViaSat’s Customer Agreement at *** 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 installationWe apologize if Mr*** was unable to review this email prior to the installation of his service
Our records show Mr*** ordered service through an authorized ViaSat dealer on November 8, 2016, and the services were installed at his home the same day
On November 9, 2016, Mr*** contacted ViaSat to express his dissatisfaction with the service and to disconnect his accountWhen he was reminded of the 24-month minimum service term and the early termination fees, Mr*** advised he would discuss the matter with his bank and ended the callViaSat received another call from Mr*** the same day, at which time he advised that he felt he had been misinformed at the point of saleThe ViaSat representative reviewed the details of Mr***’s service plan with him
Mr*** called back on November 10, 2016, at which time his call was transferred to a ViaSat supervisor, per his requestAt this time, Mr*** was advised that the early termination fees were valid; however, the supervisor offered to waive $from the early termination fees if Mr*** chose to disconnect serviceThe supervisor also informed Mr*** that they could escalate a request to have the entire early termination fee waived, but that it was subject to approval and if it was denied, he would not be eligible to receive the $eitherMr*** understood
On November 18, 2016, Mr*** called ViaSat regarding the discount off his early termination fees, at which time the ViaSat representative reviewed Mr***’s account and advised him that the discount of $would leave him with early termination fees in the approximate amount of $Mr*** requested to speak to a supervisor, and was transferred to one accordinglyAt this time, the ViaSat supervisor reviewed all of the disconnection disclosures with Mr*** and terminated his account, per Mr***’s request
In recognition of Mr***’s short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees in fullThis has been processed as of November 22, Mr*** is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions
Thank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,*** *** I would like to thank the Revdex.com as well.
*** ***

Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on November 23, and available at exede.com/legal,
states that subscribers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesCustomers are reminded at the disconnection of the account of the equipment return requirementsViaSat supplies customers with a UPS box, free return shipping, and illustrated instructions for the return of the equipment within a week after the disconnection
Ms*** contacted ViaSat on July 27, to disconnect her accountOur review of this conversation shows that the ViaSat representative advised Ms*** of all pertinent disclosures, including the equipment return procedures as described aboveMs*** requested that ViaSat send the UPS box and free return shipping label to her new address
On August 12, 2015, Ms*** called ViaSat to advise she had failed to retrieve the transceiver, at which time she was reminded of the Customer Agreement and ViaSat's equipment return policies
As Ms*** was, in fact, advised that she would need to return the transceiver, ViaSat does not agree to waive the unreturned equipment fee associated with that piece
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was advised after I have already movedThey had me sign an electronic agreementSo I had nothing to reference to, that is why I called right before I movedThe representative at that point DID NOT advise me regarding the TRIAShe told me it would take a few days for the box to come to me, so I did not cancel the service at that point because I was not staying at the residence long enough to receive the boxAfter I have already moved that is when they advised me the fact I need to return thatThe fact that they had me sign an agreement electronically should have been my sign to RUN at that point
Final Business Response /* (4000, 9, 2015/08/24) */
Thank you for bringing Ms***'s rebuttal to our attention
As previously stated, ViaSat listened to the recording of Ms***'s disconnection call on July 27, 2015, at which time it was confirmed she was correctly advised by the ViaSat representative that the transceiver would need to be returnedTherefore, the charge for the unreturned transceiver is valid and will not be waived
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention Ms*** is receiving Viasat’s Unlimited Data Silver Mbps service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Silver service
plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting 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 GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers 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 The Customer Agreement provided to each new customer, and signed by Misty *** on September 18, 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 Our records show that Ms*** contacted Viasat on February 23, stating that she was experiencing slow speeds, at which time she was guided through troubleshooting before her call was transferred to Viasat’s Technical Escalations DepartmentThe Technical Escalations representative advised Ms*** that she hads exceeded GBs of data and had been prioritized behind other customers that had not exceeded their data due to network congestion, Ms *** was advised of the network traffic on one other call on January 26, Ms*** requested to speak to a Viasat supervisor but then stated that she could not remain on the call Ms*** contacted Viasat on February 25, and February 26, to dispute her data usage, advising that she believed her data usage meter had not reset on February 24, 2018, her bill cycle dateMs*** was informed that her concerns would be escalated and she would receive a call backUnfortunately, the escalation was not created properlyWe apologize for any frustration this may have caused Ms*** to experience Ms*** contacted Viasat on March 1, because she had not received a call regarding her usage disputeAt this time, Ms*** was informed that her data usage had reset on February 24, 2018, and that she had exceeded the GB data threshold within six daysMs*** disputed the data usage and requested to speak to Viasat’s Technical Escalations Department; however, the call ended before she could be transferred Ms*** contacted Viasat once again on March 2, because she had not been contacted regarding her data usage dispute. The Viasat representative advised Ms*** to wait 3-business days for resolutionWe apologize if Ms*** was not contacted regarding this matter In response to this complaint, Viasat escalated Ms*** account concern internally to make sure his data usage meter is working properlyAs of April 2, 2018, Viasat has not found any issues with Ms*** data usage meterThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/02) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any misunderstanding she may have experienced
The Customer Agreement provided to each new subscriber, signed by Ms*** on July 11, 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 termThe Customer Agreement also 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, and states that monthly fees are payable in advanceCustomers are also made aware of this at the time of the saleRegarding the charge to Ms***'s credit card, ViaSat collected an advanced payment of $for the first month of service on July 12,
Regarding the charge for which Ms*** claims she was charged but not reimbursed, this was a $preauthorization charge that occurred at the point of sale to confirm that a customer has a valid payment methodViaSat does not collect this amount and immediately reverses this authorizationHowever, depending on the method of payment and policy of the customer's financial institution, it can take up to days for this hold to dropIf Ms*** has not seen the hold fall off her payment method, she will need to discuss the matter with her bank
Ms*** called ViaSat on July 12, with a concern about her billing and the $preauthorization feeDuring this conversation, the ViaSat representative reviewed the above-provided information with Ms***, and explained the pricing for her serviceWhen Ms*** advised that she'd been unaware that she'd have to have a dish installed on her roof to receive the ViaSat service, it was advised to her that having the equipment installed on a pole mount was also a viable optionThe ViaSat representative offered Ms*** a discount of $off of her bill per month for monthsMs*** declined and requested the disconnection of her accountWhen the ViaSat representative reminded Ms*** of her signed Customer Agreement and the applicable early termination fees, she requested to speak to a supervisorUnfortunately, the call dropped before Ms*** could be transferredWe apologize for any inconvenience this may have caused her to experience
ViaSat received a second call from Ms*** on July 12, 2015, at which time she requested the disconnection of her accountThe ViaSat representative once again reminded Ms*** of the disconnection disclosures, including the early termination feesThe ViaSat representative did not advise Ms*** that the early termination fees would be waivedWhen she requested a service call for a technician to assist her with the removal of the ViaSat equipment, Ms*** was advised that there would be an applicable $charge associated with the work order, and that she would still be responsible for returning ViaSat's modem and transceiver herself, per the Customer AgreementMs*** understood Our records show a ViaSat technician went out to Ms***'s home on July 18, to remove the equipment, and left the modem and transceiver with Ms*** for her to returnThe equipment was returned to ViaSat on July 23,
On August 12, 2015, ViaSat charged Ms*** $for her early termination fees and the service call fees, but the payment failedOn August 31, 2015, this account was sent to outside collections for the unpaid balance
In consideration of Ms***'s short term as a ViaSat subscriber, ViaSat will agree to remove $from the collections balanceThis is a total amount for Ms***'s early termination feesHowever, as Ms*** requested service call assistance for the technician to uninstall the equipment, she is still responsible for the $charge associated with that work order
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not accepting this offer due to the fact that Viasat has collected $from my husband acct and per my conversation with the rep in regards to the service charges I told him that was their service charge fee and to remove their equipmentI am not going to pay them twice for service not renderI am requesting all charges be removed and close this accountAlso wanting this account info remove from collections and credit report
Sincerely
Mrs.***
Final Business Response /* (4000, 9, 2015/09/11) */
Thank you for bringing Ms***'s rebuttal to our attention
As previously stated, ViaSat does not agree to waive the $service call fee as Ms*** requested assistance with the uninstallation of the equipmentMs*** was advised of this charge when the service call was orderedOnce payment has been made for the $30.00, however, ViaSat is willing to issue Ms*** a refund for the payment of $As Ms*** no longer has a payment method on file, this refund will be sent via check once payment for the $has been received
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I don't have the card anymore that you had on file so you need to mail me the remaining charges then so I can make the remaining paymentThe card you had on file was lost so I got a new card in the mail.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
How very nice of Ms*** to call me a liar. I spoke to the sales department at least twice while I was researching the various satellite companies, including *** and ***. Once I decided *** was the only one offering unlimited internet, even at such a high price, I went online and ordered it. Then I ordered it for my father as well. The installers came, went over the paper work, assured me there were no caps for my internet, but explained that if my father went over his limit on his plan, he would be slowed down. I asked them again, and they said I was Unlimited I do not want to disconnect my service, even though it is still running slow after they took $from my account on April 4. They are not providing the 25mbps which is what I signed up forI want them to change their advertising, as noted by dozens of other complaints on their facebook page. I want them to provide the unlimited service I signed up forThey need to make it clear it is NOT unlimited and caps at 150G, then slows down to almost nothing. The advertising has hurt my business. I want the high speed they promised, and I would prefer customer service people who did not call me a liar. She is clearly the liar, and trying to spin the company's advertising her way. Nothing in my paperwork from *** mentioned capping me at G. It worked fine for the first two months, then suddenly Viasat took over and everything changed.
Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service commitment, and the early termination feesEach of these
points are also addressed in the customer agreement signed by Mr*** on February 4, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionViaSat understands that the service is not meeting Mr***’s needs or expectations and he wishes to disconnect the account In order to arrive at a resolution and due to the length of time the service has been active ViaSat is willing to waive the early termination fees should Mr*** wish to disconnectMr*** can contact Customer Care at *** and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Mr*** complaint to our attention.Mr*** has two accounts with Viasat, both active and receiving Viasat’s Unlimited Bronze Mbps service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan
provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.In order to attract new customers, Viasat is offering a promotional discount of $off for the first three months of the service plan, however this discount is only for new customersWe apologize if Mr*** was given this pricing. In order to bring this complaint to resolution, Viasat has added the promotional discount of $off for three months to both of Mr*** accounts, which will be seen starting on his next billIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatOur records show Ms*** called ViaSat on January 16, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a
service call would be required in order to resolve her issuesA complimentary service call was ordered for Ms***; however, there were no dates available for schedulingTwo additional attempts to order and schedule a service call for Ms*** were made with the same resultsMs*** was provided with a credit of $for the inconvenienceSubsequently, Ms*** requested that her sales channel be changed to a local dealer in her areaOn January 17, 2016, the previous service call orders were cancelled, per the sales channel change process; however, it was determined that the sales channel change request had not been created properly, and if was subsequently rejectedWe apologize for any issue this may have caused Ms*** to experienceViaSat received another call from Ms*** on January 17, 2016, at which time she requested to speak to ViaSat’s Customer Advocate Team (CAT)Unfortunately, the team was unavailable to speak with Ms*** at this timeWhen Ms*** asked for a direct number to CAT, she was correctly advised that no number could be provided, and asked to call back the following morning to speak with a member of the teamOn January 18, 2016, Ms*** called ViaSat again regarding her service call, at which time she was provided with the contact information for local dealers in her areaOn January 19, 2016, Ms*** called ViaSat again regarding her service callAt this time, a second sales channel change request was created and she was provided with a goodwill credit of $for her frustrationsOnce again, this request was not created properly, causing it to be rejectedA fourth service call was created the same day; however, there were still no calendar dates available, nor was there anyone in Ms***’s area to perform her service callIn response to this complaint, ViaSat internally escalated Ms***’s issue for review and resolutionOn January 21, 2016, ViaSat’s Home Service Provider contacted Ms*** to schedule her appointment for January 22, We apologize for any frustration Ms*** may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***’s complaintThank you for the opportunity to respondThank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatOur records show Ms*** called ViaSat on January 16, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be required in order to resolve her issuesA complimentary service call was ordered for Ms***; however, there were no dates available for schedulingTwo additional attempts to order and schedule a service call for Ms*** were made with the same resultsMs*** was provided with a credit of $for the inconvenienceSubsequently, Ms*** requested that her sales channel be changed to a local dealer in her areaOn January 17, 2016, the previous service call orders were cancelled, per the sales channel change process; however, it was determined that the sales channel change request had not been created properly, and if was subsequently rejectedWe apologize for any issue this may have caused Ms*** to experienceViaSat received another call from Ms*** on January 17, 2016, at which time she requested to speak to ViaSat’s Customer Advocate Team (CAT)Unfortunately, the team was unavailable to speak with Ms*** at this timeWhen Ms*** asked for a direct number to CAT, she was correctly advised that no number could be provided, and asked to call back the following morning to speak with a member of the teamOn January 18, 2016, Ms*** called ViaSat again regarding her service call, at which time she was provided with the contact information for local dealers in her areaOn January 19, 2016, Ms*** called ViaSat again regarding her service callAt this time, a second sales channel change request was created and she was provided with a goodwill credit of $for her frustrationsOnce again, this request was not created properly, causing it to be rejectedA fourth service call was created the same day; however, there were still no calendar dates available, nor was there anyone in Ms***’s area to perform her service callIn response to this complaint, ViaSat internally escalated Ms***’s issue for review and resolutionOn January 21, 2016, ViaSat’s Home Service Provider contacted Ms*** to schedule her appointment for January 22, We apologize for any frustration Ms*** may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***’s complaintThank you for the opportunity to respond

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe 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 commitment, and the early termination feesEach of these points
are also addressed in the customer agreement signed by Mr*** on August 29, and available at ***We apologize if Mr*** feels these points were not communicated to his satisfactionViaSat does not recommend certain gaming or the use of Virtual Private Networks (VPN) applications with ViaSat’s service. Customers are informed at the time of sale that ViaSat’s service may not work well with gaming and VPN applications. In addition, Section of the Customer Agreement signed by Mr*** on August 29, 2016, clearly states, “Please note the following limitations applicable to the use of the Service: If you are receiving the Service through a WildBlue Plan, VOIP services may not work. Live multiplayer games over the Internet may have very poor performance with the Service. Some multiplayer games may not work at allVirtual Private Network and Remote Computer access may be very slow with the Service. Some Virtual Private Networks may not work at all.” ViaSat understands that the service is not meeting Mr***’ needs or expectationsDue to the time the account has been active, ViaSat is willing to waive the early termination fees should Mr*** wish to disconnectMr*** will need to call customer service at ###-###-#### and reference ticket number *** to have the account disconnected with the fees waivedAt this time Mr*** will be read the disclosures and will be responsible for sending back two pieces of equipment using a prepaid shipping label and boxThis will be explained at time of disconnectionThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Mr*** complaint to our attention
Our records show Mr*** called several times on May 3, because he was experiencing an issue with his Viasat modemDuring these conversations, Mr*** expressed his dissatisfaction with the local Viasat dealer he had
ordered service throughAs a result, a request was escalated for the service call responsibility of Mr*** account to be switched from Viasat’s dealer to Viasat so he could be serviced by Viasat directly (sales channel change)However, as no service call had ever been created on Mr*** account and as his account was less than a month old, the request was denied
On May 12, 2018, Mr*** called once again regarding his connectivity issues, at which time a service call was orderedAs Mr*** was still expressing dissatisfaction with his local Viasat dealer, the Viasat representative escalated a second request for his sales channel to be changedPer process, Viasat reached out to the dealer to inform him of Mr*** request, and was informed by the Viasat dealer that they had been trying to reach out to Mr*** to service himAs a result, the request was rejected
As resolution to this complaint, Viasat will change Mr*** account from his local Viasat dealer to Viasat directlyThis request has been escalated as of May 16,
Thank you for the opportunity to respond

Mr*** claim that ViaSat closed any online ticket does not appear to be accurateAll opened claims by Mr*** are still openAdditionally, Mr*** services were not upgraded at the time of the service call; however, his outdoor unit (transceiver) was replacedThe EasyCare product was removed from Mr*** account and a refund for the $collected on May 16, has been issued to the payment method on file as of May 20, The refund should be received by Mr*** in three to five business daysAgain, in response to this complaint ViaSat does not agree to waive Mr*** early termination fees should he wish to disconnect his services as a free service call was scheduled, and service issues improvedGiven this information, ViaSat believes this complaint has been resolvedThank you!

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt 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 feesEach of
these points are also addressed in the customer agreement signed by *** *** on May 27, and available at exede.cm/legalWe apologize if *** *** feels these points were not communicated to her satisfaction At the point of sale, customers are advised that the speed of the service is not guaranteed and may varyDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12: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 speedsViaSat understands that *** *** disconnected the service as it was not meeting her needs or expectationsDue to the length of service and in order to arrive at a resolution ViaSat has waived the early termination fees from the accountNo refunds will be issued for the first month as the service was installed and used*** *** will want to make sure that the equipment is returned once she receives the shipping label and boxThank you for allowing ViaSat the opportunity to respond Tell us why here

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** The $listed on my statement 5/18/was NOT a credit to my account it was a debtPlease correct your mistake Thank you , *** ***

Initial Business Response /* (1000, 5, 2015/11/03) */
Thank you for bringing Mr***' complaint to our attentionWe apologize for any misunderstanding 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, and early termination feesEach of these points is also addressed on the first page of the Customer Agreement signed by Mr*** on October 26, and available at exede.com/legalThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer's electronic signatureWe apologize if Mr*** feels these points were not communicated to his satisfaction
Mr*** contacted ViaSat on October 27, to advise that he'd been told by the installer that there was no contract associated with the serviceDuring this conversation, Mr*** asked if there was a way to get out of the 24-month minimum service term, at which time he was reminded of his signed Customer AgreementViaSat received a second call from Mr*** on October 29, regarding the 24-month minimum termAt this time, the ViaSat representative educated Mr*** on the electronic signature process and the applicable early termination fees
In consideration of Mr***' short term as a ViaSat subscriber, ViaSat is willing to waive his early termination fees in full if he disconnects prior to November 28, Mr*** *** be responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA 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 Mr*** would like to disconnect his account, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is a fair resolve after such an unfortunate circumstance

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused.Mr*** was advised in his first Revdex.com complaint filed on January 3, that he would be refunded $This refund was processed back to the payment method on January 13, and Mr*** should have seen this refund back within 3-business days if he has not he will need to contact Customer Care at *** and fax over a bank statement showing the refund was not processed.Mr*** was advised that half of the early termination fees would be waived and this request was placed on the account; however, the adjustment was cancelled which led to Mr*** being charge in full for $We apologize for any inconvenience this may have caused.In order to arrive at a resolution ViaSat has issued a refund of $back to Mr*** today January 23, and he will see that within 3-business daysViaSat will also agree to refund any fees that Mr*** may have received from his bank due to the chargeMr*** will have to contact Customer Care at *** and fax over his bank statement showing the overdraft charges.Thank you for allowing ViaSat the opportunity to respond. Tell us why here

Complaint: ***
I am rejecting this response because:i did fax over my bank statement as requested and have not received the refund for overdraft fees
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/02) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by MrButterworth on July 6, 2011, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds *** be slowed or restricted for a period of time when customers use their entire monthly system usage
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Ms*** contacted ViaSat's customer service department on August 27, to discuss the data allowance policy, and her thoughts that her service plan had unlimited usageMs*** was advised that ViaSat does not offer an unlimited plan, but did review other plans with her
As of today, September 2, Ms*** has used GB of her GB planMedia (video or audio) is largely in part to the usage which occurred on August 26,
In order to bring this complaint to resolution ViaSat will agree to disconnect the account with waiver of the early termination feesHowever, Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Ms*** may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXXThis ticket will include the information outlining that her account can be disconnected with waiver of the early termination fees
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that is what I wanted done
Final Consumer Response /* (3000, 14, 2015/09/18) */
talked to ViaSat they claim they have not heard from you they have no record of waiving the termination early feesI faxed a copy of the print out from you but not response yetSo they have yet to close the ticket to let me cancel and not have to payPlease help me
Final Business Response /* (4000, 16, 2015/09/21) */
As per ViaSat's previous reply, Ms*** was offered the opportunity to disconnect her account with waiver of the early termination feesWe apologize for any confusion or frustration she *** have experienced with the disconnection of her account
ViaSat will agree to disconnect Ms***'s account as of September 23, However, she is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnIf Ms*** has any questions regarding the disconnection of her account, please advise
Again, we apologize for any confusion or frustration this situation may have causedThank You!