ViaSat, Inc.

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,
*** ***

ViaSat stands behind its previous responseViaSat did provide Ms*** with GB of additional usage at no cost to her on November 10, Again on December 6, 2015, Ms*** was provided with GB of additional usage at no cost to her due to the connectivity of her accountOn December 20, 2015, Ms*** contacted ViaSat to discuss the Data Allowance Policy and its restrictions Per ViaSat’s previous reply, ViaSat is unwilling to refund the remaining $collected for the early termination fees as Ms*** requested the disconnection of her ViaSat account and was advised of these fees at the time of disconnectionAdditionally, ViaSat provided Ms*** with additional usage, options to purchase additional usage, the option to upgrade her account to one that would better suit her needs, and the Late Night Free ZoneViaSat issued the refund of $to Ms*** payment method on file on April 27, The refund should have been received within three to five business days Thank you

Thank you for bringing Ms*** 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 Ms*** on July 1, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat understands Ms*** called the same day as her activation to have the account disconnected; however, once the service is installed and the electronic customer agreement is signed the year commitment startsIn order to arrive at a resolution and due to the short time Ms*** was a customer ViaSat has agreed to waive the early termination fees from the accountIn doing this Ms*** now has a $balance on the account and ViaSat has received the equipment backThank you for allowing ViaSat the opportunity to respondTell us why here

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Mr***'s complaint to our attention
Unfortunately, we were unable to locate Mr***'s account with the information providedIf he could provide his ViaSat account number or the phone number associated
with the account, ViaSat would be able to research his issue and come to a reasonable resolution that satisfies both parties
Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused Our records show Mr*** contacted *** on February 23, to order *** service bundled with ViaSat’s internet serviceMr***’s ViaSat
services were installed on February 25, Unfortunately, purchasing ViaSat’s service with *** does not bundle the billing. ViaSat and *** handle customer billing for their own services and therefore, Mr*** is billed separately by ViaSat for Exede Internet service. On March 2, 2017, Mr*** contacted ViaSat to request the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative, Mr*** was educated that per the Customer Agreement signed by himself on February 25, 2017, the early termination fees were applicableDue to this information, Mr*** requested to keep his account active In order to bring resolution to his complaint, and as a gesture of good faith, ViaSat will agree to disconnect Mr***’s ViaSat account with waiver of the early termination feesHowever, does not agree to refund for the charges collected for service renderedAdditionally, Mr*** is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or he 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 his home address within a week after her disconnection, and it will include return instructionsIf Mr*** has any additional questions or concerns, please have him contact ViaSat’s 24-hour Customer Service department at *** Thank you for the opportunity to respond

Initial Business Response /* (1000, 8, 2015/08/18) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionViaSat apologizes for any inconvenience this may have causedUpon further review of Ms***'s complaint, ViaSat has determined that Ms*** was charged $on July 8,
for the early termination feesAt the time of sale customers are made aware of ViaSat's 24-month minimum service term commitment, and the early termination fees, should the account not be active for monthsEach of these points are also addressed in the customer agreement signed by Ms*** on June 4, In section of the customer agreement under Card and EFT Payment Authorization it states that ViaSat has authorization to collect payments from the payment method on file including the early termination fees and unreturned equipment chargesOn August 8, Ms*** was charged $for non-returned equipment and a service call charge to remove equipmentViaSat was contacted by Ms*** regarding the returned equipment and placed a refund of $back to Ms*** on August 13, which she should have seen 3-business days laterViaSat also agreed to issue a refund for the $service call charge on August 14, which Ms*** will also see within 3-business daysViaSat does not agree to issue the refund back for the $for the early termination fees as these charges are validThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 10, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the response as this company did not provide adequate service in the area where I live and when the technician came out to install the service he informed us of thisWe gave it a try and the service suckedWhen I called to disconnect I informed the customer service rep of my situation I was told and was under the understanding that the early termination fee would be waivedI was asked if I wanted to have a technician come out to check it out and I said noThe rep did not explain to me that me denying that service before the disconnect would make it so I would be charged early termination feeFor a company to not hold their employees who are supposed to relay this info to the customers is wrong and I wasn't even read the disclosure until I called to see why the early termination fee was taken out of my account without warningI got a text 4-hours after the money was taken out telling my bill was readyThis company is faulty and obviously don't treat the customers the way they shouldThey are rude and don't try to work with their customers to resolve situations that arise because their reps are not either trained to inform customers of such things or they just don't care to keep a good rep with the customersThis place is completely a scam and there internet service is a jokeI have made a complaint with direct tv as well and hopefully they stop referring their customers to themI will have to take this company to small claims now to get my money back and I will be advertising them on local television to inform other customers to not ever get service with themAs you can see they didn't only rip me off but also the other 400+ people on here that has filed a complaintThis place must be doing something wrong for this many complaints to happen and they should be investigated
Final Business Response /* (4000, 12, 2015/08/24) */
Thank you for bringing Ms***'s response to ViaSat's attentionWe apologize that the service did not meet her needs or expectationsIf Ms*** was experiencing a connectivity or service issue, ViaSat would have liked to investigate the issue in order to correct itViaSat offered to send a technician to Ms***'s home and she declinedAs stated ViaSat does not offer a trial period and once Ms*** decided to disconnect the account the early termination fees appliedViaSat has issued back all appropriate refunds at this timeThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/05) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on October 8, and available at exede.com/legal, states that
if ViaSat is unable to process a credit card or EFT payment by the due date, the account may be immediately suspended and the subscriber remains responsible for all amounts payable by subscriber to ViaSatIf ViaSat does not receive payment before the next statement is issued, the account may be terminated and subscriber may owe ViaSat the early termination fee and/or any other applicable termination fee
Our review of Mr***'s account shows that there are no issues with his billing on ViaSat's endMr***'s bill cycle date has always been on the 12th of each month since the installation of his serviceOn June 12, 2015, ViaSat attempted to collect a payment of $from Mr*** for his monthly service fees, but the payment failedSubsequently, on June 24, 2015, Mr***'s account was suspended for nonpayment of serviceViaSat received a call from Mr*** on June 25, 2015, at which time he made a successful one-time payment for the balance due, and had his services resumed
ViaSat received email contact from Mr*** on July 8, regarding issues he was experiencing with his wildblue.net email addressAt this time, a ViaSat representative reset Mr***'s password and he was able to access his inbox
ViaSat attempted to collect a payment of $from Mr*** for his monthly service fees on July 12, Once again, his payment failed and his account was subsequently suspended on July 22, Mr*** called into ViaSat to make a one-time payment for the balance due the same day, at which time his account was resumed from suspension
Recently, ViaSat has started to migrate its customers to a new email platformIn order to do so, ViaSat has had to lock down its current system to ensure email accounts automatically migrate overAs such, some customers have needed to have their passwords *** Our records show Mr*** has actively been working with a representative at ViaSat's Corporate Office to get his password *** On August 4, 2015, this representative provided Mr*** with a discount of $off his bill per month for months
We apologize for any frustration Mr*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr***'s complaint
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again ViaSat has failed to comprehend what the problem isIt's as if they don't even read the complaint before they respondIn addition to the email problems in which I have lost important emailsNon-payment on account is part of the problemI have attempted on numerous occasions to input a new payment method to no availPart of my contract with a virus that is to receive a working emailFor several months I did not have a working emailIn this they failed to uphold their end of the contractI am still unable to input a new payment method since my old debit card expired
Final Consumer Response /* (4200, 18, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viasat has not, at this time, addressed my issuesViasat attempted to contact me via an email system they knew was inoperativeViasat has yet to offer a resolutionViasat has only reiterated over and over again the same nonsensical paragraphViasat has not addressed the loss of important emails and their breach of service in failing to provide me with a working email address for an extended period of timePlease ask Viasat WHY they failed to contact me
Final Business Response /* (4000, 20, 2015/09/24) */
Thank you for bringing Mr***'s rebuttal to our attention
In ViaSat's previous responses, ViaSat has advised Mr*** to contact Customer Service for assistance as resolution to his email concernsViaSat's Customer Service Department has not had any contact from Mr*** regarding this issue since August
This will be our final response to this matterThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I don't agree with the business resolution, I would like a full refundI never received the service that I requestedI was surprised with a service charge for a full monthThis experience has caused a huge inconvenience during my personal time and while at work as wellHow can I be charged for something I didn't receive? I also never signed anywhere
Sincerely,
*** ***

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** *** contacted ViaSat on November 9, and it was explained to her that her bill was pro-rated from 10/12/through 11/7/and then for the next month in
advance from 11/8/through 12/8/which would be $and only $was paid which left a balance of $which was collected on 11/8/We apologize for any confusion this may have caused In order to arrive at a resolution ViaSat has agreed to issue a refund of $back to *** *** this one time*** *** will see the refund back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedWhen ViaSat disconnects a customer account the prepaid shipping label and box are automatically sent to the address on file unless the customer requests that the box be
shipped to an alternative addressWe apologize if there was any confusion regarding the lease recovery kitViaSat did receive a call from Ms*** with an updated addressViaSat sent the box and shipping label again on August 5, using tracking numbers OUTBOUND *** INBOUND *** ViaSat understands that Ms*** sent back the equipment using her own box and shippingIn order to arrive at a resolution ViaSat has moved forward with issuing a refund of $back to the payment method today August 24, Ms*** will see this refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by Ms*** *** on April 9, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to
time for various reasons, including inclement weather at a customer’s home or their service gateway.The Customer Agreement provided to each new customer, 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.Ms*** contacted Viasat on April 16, to request the disconnection of her services, stating that there was not a good connectionA Viasat representative offered to troubleshoot Ms*** services, which she declinedA Viasat representative read Ms*** disconnection disclosures, including information about early termination feesMs*** chose to proceed with her disconnection, and the account was successfully terminated that day. On May 12, 2018, Ms*** billing generated in the amount of $for early termination of her Viasat contactDue to there being no valid payment method on file, Viasat was unable to collect the amount, and it remained as a past due balance on Ms*** account. Due to nonpayment, on June 5, 2018, Ms*** account was written off to Viasat’s outside collections agencies. Due to the fact that Ms*** refused Viasat the opportunity to fix any issues she might have been experiencing, Viasat does not agree to waive the past due balanceAt this time, Viasat feels that all appropriate actions have been takenIf Ms*** 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.

Thank you for bringing Ms***’s complaint to our attention.The Customer Agreement signed by Ms*** *** on May 25, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Ms*** contacted
Viasat on August 28, in order to request a disconnection of her Viasat servicesThe disconnection was processed the same dayHowever, since that date was also the same as her billing cycle date, Ms*** was billed in advance for serviceViasat was unsuccessful in taking payment, leaving the balance as a past due amount on the account. On October 28, 2016, Viasat’s systems had not recorded the return of Ms***’s equipment, and as such $was added to Ms***’s past due balance, bringing the total due to $Viasat was unsuccessful in taking payment for this account, and as such, the amount was written off to Viasat’s outside collections agencies on November 14, 2016. On November 13, 2016, Ms*** contacted Viasat to advise that she had returned her equipment in SeptemberA Viasat representative assisted in submitting a request for a credit for the returned equipment, and the $balance was removed as of November 17, 2016. On February 22, 2018, Ms*** contacted Viasat in order to advise that she had received a call from one of Viasat’s authorized collections agencies stating that she still owed a balance dueWe apologize for any inconvenience this may have caused Ms***.In resolution to this complaint, Viasat has submitted a request to remove Ms*** for her full balance from collectionsIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####.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 meHowever, there facts aren't correctIN September 2017, Mr*** made a request to cancel service and removed my information off of the account at that timeHe again, spoke to Viastat in December and disputed the ongoing charges to his accountViastat has been billing him, not me and he was told that they canceled his service.
Sincerely,
Jeanne ***

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 if they will actually be true to their word I was denied this very offer when I last spoke with customer service, but Eventually , A Tech REP NAMED Sharon Was able ToResolve The Issue REMOTLY I Have Canceled The Disconnect Request
Sincerely,
*** ***

Thank you for bringing Ms***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs***’ had her account disconnected on July 20, ViaSat sa service call for July 25, to have the tria removed from the dish so that Ms***’ could
send the tria backThis service call was cancelled and escalated to the home service provider to see why ViaSat spoke with a *** on July 25, and explained that the service call was cancelled and a new one would need to be scheduled but we would need to speak with the account holder in order to have this doneThe phone call was ended so ViaSat’s supervisor attempted to call backOnce again ViaSat’s supervisor spoke with *** and once again the call was disconnected so ViaSat did not make another attempt to call backIn order to arrive at a resolution ViaSat has waived off the charge for the tria and Ms***’ will not need to send it back and ViaSat will not need to sa service callAt this time Ms***’ will just want to send back the modem so that a charge is not placed on the accountThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/13) */
Thank you for bringing Mr***' complaint to our attentionThe 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 customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of saleMr*** is currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan offers a GB monthly data allowance, and is currently the highest service plan available in Mr***' areaViaSat's Freedom plan, which offers considerably more data (GB) per month than ViaSat's other service plan offerings, is currently only available in areas where ViaSat has the highest available capacity on its satellite beamsIn these areas, ViaSat can offer the Freedom plan without compromising service speed and qualityViaSat's goal is to offer as much data we can while keeping our network uncongested and speeds at or above Mbps; however, there are some technical hurdles that need to be overcome to be able to transition subscribers on a Classic Exede plan onto the Freedom plan in more areasThere is no defined timeline for when Freedom will be available in more areasMr*** was advised of this by ViaSat representatives during conversations on June 15, and June 30, Mr*** was also provided with a total of GB of free additional data as a gesture of goodwill due to the Freedom plan not being in his areaWe apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since when in America do other Americans enjoy less expensive service from a company than other Americans?
This reeks of price fixing and redlining that is discrimatory in nature
They admit to offering a 150GB plan to "select" customers paying less than what I pay for 25GBsThen turn around and offer to sell me as many GBs as I want for $a GB
The company rattles on about not allowing areas to receive more GBs due to beam flows and signal clarityHowever they are more to happy to sell you extra GBs at an extremely high price
So the companies responce really doesn't hold water in my eyes as they can give me a 150GB plan......it will just cost me $1,($for my plan and GBs and $1,for the extra GB at $a month
How can this not be considered price gouging? Other Americans dwelling within the continental USA are paying over 100% less than I am?????
I do believe that the ratio of fair exchange is way off in this equationmaybe if I was paying a 20% premium, but to pay over 100X more than others.......is price gouging
The Revdex.com was enacted to be a voice for disgruntled customersI would like my complaint to be escalated to a higher level within the Revdex.comI would like to have phone conference call with the Revdex.com and my attorney
Thank you for you time, but a companies unwillingness to be fair with all Americans should be examined much closer
Final Business Response /* (4000, 9, 2015/07/23) */
Thank you for bringing Mr***' response to ViaSat's attentionWe apologize that Mr*** feels the way he does about the current situationAs ViaSat states in the previous response ViaSat's Freedom plan, which offers considerably more data (GB) per month than ViaSat's other service plan offerings, is currently only available in areas where ViaSat has the highest available capacity on its satellite beamsIn these areas, ViaSat can offer the Freedom plan without compromising service speed and qualityViaSat's goal is to offer as much data we can while keeping our network uncongested and speeds at or above Mbps; however, there are some technical hurdles that need to be overcome to be able to transition subscribers on a Classic Exede plan onto the Freedom plan in more areasThere is no defined timeline for when Freedom will be available in more areasMr*** was advised of this by ViaSat representatives during conversations on June 15, and June 30, We apologize for any inconvenience this may have caused Mr***Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any issues she may have experienced*** *** purchased ViaSat’s Exede Liberty GB service plan that offers customers with a monthly Data allowance of GB with download speeds up to Mbps and upload speeds up
to MbpsThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers. Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by *** *** on May 19, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workViaSat created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the data limits of their service planNote the monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset*** *** contacted ViaSat on June 2, to discuss the connectivity of her accountDuring her conversation with the ViaSat representative, *** *** was advised that her connectivity issues were related to service being slowed pursuant to the Data Allowance PolicyAs a gesture of good faith the ViaSat representative offered to add GB of data to *** *** account which she acceptedThe ViaSat representative advised *** *** that she should change the playback settings on Netflix from High Definition to Medium and to endure that there is a password on her routerOn June 5, 2016, *** *** contacted ViaSat to request the disconnection of her account; however, upon review of the disconnection disclosures *** *** requested to speak with a ViaSat supervisorAs a supervisor was unavailable at that time, the representative advised *** *** that she should receive a call back within twenty four to forty eight hoursWe apologize if *** *** did not receive a return call*** *** contacted ViaSat on June 9, 2016, to further discuss the disconnection of her ViaSat accountDuring her conversation, *** *** was once again advised of the disconnection disclosures, and that the early termination fees would applyAgain, during this conversation, *** *** requested to speak with a supervisor*** *** was advised that the supervisor could only agree to waive half of the early termination fees, but would escalate her request for waiver of the full early termination fees to ViaSat’s Customer Advocate teamAs of June 10, 2016, *** *** has used GB of her purchased GBService speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of sale. Liberty Pass speeds will vary based on the time of day and your geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair your ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdHeavier users of Liberty Pass will experience slower speeds than lighter usersIn response to *** *** complaint, ViaSat will agree to disconnect her account; however, ViaSat does not agree to waive the Early Termination Fees in their entiretyIf *** *** would like to disconnect her account with waiver of half the Early Termination Fees and a refund for the $activation fee collected on May 4, 2016, she may ViaSat’s 24-hour Customer Service department at ** *** and reference ticket ***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, *** ***P.S ( In your closing statement you choose to refer to me as SHE/HER which truly sums up your company's integrity and professionalism)It would be in your best interests that your company learned how to treat the customer's that put food on your table. As you should already be aware that unhappy customers spread more unsatisfied service complaint reviews than very satisfied customers.
*** ***

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
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 Ms***’s electronic signature on the Customer Agreement dated June 28, 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 installation
Our records show Ms*** called ViaSat three times on July 8, During her initially call, Ms*** advised that she was experiencing slow speedsAt this time, the ViaSat representative reviewed Ms***’s account and informed her that she had exceeded her monthly Priority Data and had subsequently been slowed, pursuant to ViaSat’s Data Allowance PolicyThe ViaSat representative also advised Ms*** that she could transition her service to a plan that offered more data, purchase additional data through ViaSat’s Buy More program, or have a one-time removal from restriction processed on her accountThe ViaSat representative also assisted Ms*** with setting up her online Customer Portal at myexede.net
Ms*** transitioned her service from ViaSat’s Liberty GB plan to the Liberty GB plan
During Ms***’s second call with ViaSat, Ms*** expressed concerns that she was seeing a discrepancy in her speeds between her home and work computersAt this time, it was determined that Ms***’s slow speeds on her work computer were because she was using the service through a VPN clientThe ViaSat accurately advised Ms*** that ViaSat does not recommend the use of virtual private network (VPNs) or remote computer access applications with ViaSat’s serviceVirtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all
At this time, Ms*** asked to disconnect, at which time she was reminded of the applicable early termination feesViaSat does not provide a grace period for its services
Ms*** called a third time later to speak to a supervisorDuring her conversation with the ViaSat supervisor, Ms*** was once again advised that the early termination fees would be valid; however, the supervisor offered to waive $off the early termination feesPer her request, Ms***’s account was disconnectedUnfortunately, the request for $off Ms***’s early termination fees was rejected on July 9, as the full amount was considered valid
On August 1, 2016, ViaSat charged Ms*** $in early termination fees ($343.06) plus prorated fees based on her service plan transition ($30.97)As there was no payment method on file, this amount remained as a balance due on Ms***’s account until August 29, 2016, at which time the account was referred to outside collections
In consideration of Ms***’s short term as a ViaSat subscriber, ViaSat will agree to waive the balance due of $This request has been escalated as of September 13,
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused Ms*** ‘s Exede Liberty service plan provides 12GB of monthly Priority Data allowance for use at regular speeds of up to 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 to 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 signed by Ms*** on October 14, On October 15, 2016, Ms*** contacted ViaSat to request the disconnection of her ViaSat account due to the Data Allowance Policy and the package she believed she was misled at the time of saleAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the area. Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaNevertheless, as a gesture of good faith, on October 17, 2016, a ViaSat supervisor agreed to disconnect her account with waiver of the early termination feesHowever, at this time, Ms*** did not disconnect her account as she needed to find an alternate ISP ViaSat did not receive contact from Ms*** again until December 17, At which time, Ms*** stated that the services should have been disconnected already and requested a refund of $as she was charged overdraft charges because of the charge of $on December 16, Ms*** was educated that this charge was for monthly services yet; she stated the charge was invalid and requested a refund for the overdraft feeMs*** was educated to fax in her bank statement showing the ViaSat charge caused the overdraft fee On December 30, 2016, Ms*** contacted ViaSat to request further information regarding the overdraft refundDuring this conversation, the ViaSat representative escalated Ms***’s complaint to our customer advocate team who advised that the charge was from her first statement, and it appears that Ms***’s account was already in the negative prior to our chargesNevertheless, on January 4, 2017, Ms*** was refunded $to the payment method on file for the charges collected on December 16, Ms*** contacted ViaSat on January 16, 2017, to discuss the early termination fees of $collected by ViaSat on January 17, During this conversation, Ms*** was being educated that they would request a refund for this charge; however, she ended the call before it was completedHowever, on January 18, 2017, ViaSat issued a refund of $to the payment method on fileShe should receive this refund within three to five business daysAdditionally, per Ms***’s request on January 16, 2017, the payment method on file has stop date of January 20, No further charges shall occur on this payment method after this date Please be advised, Ms*** was 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 was delivered to her home address on December 21, 2016, and it will include return instructionsViaSat has yet to receive Ms***’s leased ViaSat equipmentIf Ms*** requires an additional shipment, please have her contact ViaSat’s customer service at *** Thank you for the opportunity to respond