ViaSat, Inc.

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMs*** contacted ViaSat’s corporate offices on March 7, to discuss the issues she outlined in her complaintDuring our email exchanges, Ms
*** was advised that on December 28, she spoke with a ViaSat representative who informed her that the $off for months discount would be applied to her accountAs of December 29, 2015, these credits were applied to Ms*** accountThe $off for months will apply towards her ViaSat bills through December 1, We apologize for any confusion this situation might have caused. Regarding her services and the inability to utilize the services after one week, it does appear that this is directly related to the Data Allowance PolicyCurrently, Ms*** is receiving ViaSat’s Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 10GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadMs***’ previous bill shows that she utilized GB of the GB purchasedThis usage is directly related to Netflix usage While Ms*** can engage in activities, such as streaming Netflix, her activities are limited by the monthly data allowance of the plan she purchased, pursuant to the Data Allowance Policy as described aboveCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost.ViaSat’s 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 salePursuant 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 work. If the Exede GB plan is not a sufficient plan for Ms***, ViaSat’s new Liberty service plans are available in your areaThe Liberty plans provide customers with a monthly Priority Data allowance with download speeds of up to Mbps and upload speeds of up to Mbps, and a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly Priority DataThe following plans are currently available to Ms***: • Liberty 10GB - $a month, plus applicable taxes and a $monthly equipment lease fee. • Liberty 18GB - $ a month, plus applicable taxes and a $monthly equipment lease fee. • Liberty 30GB - $ a month, plus applicable taxes and a $monthly equipment lease fee. When Ms*** contacted ViaSat’s corporate office, she was offered to upgrade her plan to one of our new plans with a $credit for three months; however, Ms*** declined this offerAdditionally, ViaSat has offered to disconnect Ms***’ ViaSat account with waiver of the Early Termination Fees upon return of the leased equipmentMs*** 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 Agreement. A UPS box with a free 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 you would like to take advantage of either of these offer or have any additional questions, please have her contact ViaSat’s 24-hour Customer Service department at ###-###-#### and reference ticket *** Thank you for 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

Thank you for bringing Ms***’ complaint to our attention
The Customer Agreement signed by Ms*** on May 4, states that Viasat does not provide a prorated refund for any prepaid fees regardless of when the service is terminatedThe Customer Agreement also advises that customers are
responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a *** box and free return shipping label within a week after disconnectionAny request for assistance with uninstalling the equipment is associated with a standard $service call fee
Our records show Viasat charged Ms*** $in monthly service fees on December 8, 2017, but the payment failedMs*** contacted Viasat the same day to disconnect her accountDuring this conversation, Ms*** was informed of the balance due and the disconnection disclosures, including the return of the equipmentWhen Ms*** disputed the balance due, she was informed that the balance was considered validShe was also informed the service call fee when she requested that a technician assist with the uninstallation of the transceiverMs*** moved forward with the disconnection of her account, but did not move forward with ordering a service call
Ms***’ equipment was marked as returned on December 22,
On January 8, 2018, Viasat successfully collected a payment for the balance due of $Ms*** sent an email regarding the payment on January 9, 2018, at which time she was advised that the December 8, payment had failed, and that this payment satisfied that balance due
As resolution to this complaint, Viasat has issued a refund of $to Ms***’ payment method as of February 6, Ms*** should be advised that it make take to business days for her to see the amount deposited into her account
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 ViaSat
The Customer Agreement, signed by Ms*** on August 27, and available at exede.com/legal, advises that customers are responsible for returning
ViaSat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions within a week after disconnection
Our records show Ms*** called ViaSat on November 25, to disconnect her account because she was movingDuring this conversation, Ms*** was offered the opportunity to move ViaSat’s service to her new location, but she declinedAfter the ViaSat representative informed Ms*** of the disconnection disclosures, Ms*** advised that she would call back on December 8, to disconnect serviceViaSat received a second call the same day from Ms*** inquiring if ViaSat could ship the *** box to her prior to the disconnection of service, at which time a request was escalatedMs*** should have been informed that ViaSat cannot ship out an equipment return kit prior to disconnection
ViaSat collected a payment of $from her on November 28, for her monthly service feesAs ViaSat did not receive a call back from Ms*** on December 8, 2016, her account remained active
On December 20, 2016, ViaSat received notification that Ms*** had returned her equipment via a third-party shipping companyHowever, returning the equipment does not automatically disconnect an account; therefore, on December 28, 2016, ViaSat collected another payment of $in monthly service fees from Ms***
Ms*** called ViaSat on January 10, regarding the charge to her account, at which time she was advised that her account was still active as she had not called back to disconnectThe ViaSat representative informed Ms*** of the disconnection procedurePer Ms***’s request, her call was transferred to a ViaSat supervisor for further assistance
During her conversation with the ViaSat supervisor, Ms*** requested a refund for the December 28, chargeThe ViaSat supervisor informed Ms*** that they would escalate the request, but that it was not guaranteed to be approved
On January 11, 2017, a refund of $was issued to Ms***’s payment method
Ms*** called ViaSat on January 17, because she’d received notice that she owed a balance of $It was explained to Ms*** that the balance due was because of the refundMs*** did not owe this amount to ViaSatAt this time, she requested that her payment method be removed from her accountThis was successfully processed on January 20,
Due to an error, on February 28, 2017, Ms*** was charged $in unreturned equipment feesAs no payment method was on file, no amount was collectedMs*** called ViaSat on March 1, regarding the balance due, at which time she was advised that an internal escalation would be created so her equipment could be located
In response to this complaint, ViaSat has reviewed Ms***’s account and determined that her equipment has been returnedAs of March 2, 2017, the balance due of $has been waived from the account
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have called Viasat and answered their questions and again was told incorrect information which when I pointed it out they changed what was originally saidie"return of equipment was my responsibility" stating that my service agreement contractI corrected her telling her my service agreement was made with a salesman that gave me a phone number and did not then or does not now work for viasat and what he told me was nothing like the email that I received many hours after he and his installation crew had left therefore I never agreed to their "service contract" I agreed to what the salesman sold me, Which I NEVER received. My recent contact was initially the same as previous contacts with this company in the fact that she could not confirm my account, neither phone # given related to my account (Although later in the conversation she told me what both my phone numbers are) she verified my account with my e-mail address, but later was not able to use my email address to confirm this conversation nor confirm any refund nor confirm any cancellation agreement as stated in previous emailShe also would have to transfer me to a different department for my cancellationI refused and stated that that is what her company Viasat has done with all previous attempts at my cancellationMy first cancellation was within weeks of attempting to use this service that was never providedI explained that I will not accept that as it has never worked in the past and if she was not able to perform this cancellation through their own reference # (***) I would consider my part of the agreement has been completedShe apologized, asked me to hold, and she would process my cancelation herself.Out of curiosity and her being so kind I asked "if I wanted to speak to someone higher up a manager or someone with authority above her would I be able to do this?" She assured me that is always an option if I chose to do thatI thanked her and said that I do not wish to do that as you are handling everything wonderfullyI informed her that in previous phone calls I had asked to speak to a higher authority and was denied being told "That is against company policy"So, on July 30, I called the number provided and was told there is an long wait time ( That recording is new) after listening to several option of an automated system eventually it offered the option of a call-back when an operator was available (also new)I received my call backI spoke with StephaniShe handled my cancellation .She asked if I wished to have my reference numbers to my Refund, (which was negotiated but I won't get into that in this emailand reference number to my termination fee waverI said Yes I do want those numbers and would like them emailed to meShe informed me that that is against company policy.So I think I need to let you guys know that my refund (promise of $in form of a check mailed to my home) is *** and the wavier of my termination fee (termination of service which I never received) that number is ***.Why that information is against company policy to be sent to a customer is difficult for me to understand.I would also wish to note that I have received many emails from viasat after contacting you "Revdex.com of Denver"these e mails were entirely different approach on customer service asking for my opinion and if I would wish to speak to the Vice president of customer service and given email for which I could voice my opinion.I had requested all of this in the previous months in numerous phones calls with all different division of whatever kind of structure this company has createdEvery previous request, before contacting Revdex.com, was No you may not, "that is against company policy"So ya I accept their offerya, I believe the company are liarsand Yes I believe that company is corrupt and has the worst customer service I have ever encounteredI would not say that this case is closedI do not believe Viasat will perform what they have statedI will do what I have been asked to doreturn specific pieces of their equipment via prepaid postal box which will be mailed to meViasat said that I would have days in which to return their equipment or I would be subject to additional feesI DO NOT agree to that and asked Stephani to be sure to put that in my fileI do agree to putting their stuff in their box and getting it far from meOnce I have done that whatever happens to that package is not my responsibility as I do not and cannot assure they will receive it, or if they do get it will they credit it to my account, or whatever happens t it is no longer my responsibility and if any additional charges come up they will not be paid by me.
Sincerely,
*** ***

Thank you for bringing *** ***’s complaint to our attention
The Customer Agreement, signed by *** *** on June 16, and available at exede.com/legal, advises that ViaSat will not provide a prorated refund for any prepaid fees regardless when the service is terminated
Our records
show *** *** contacted ViaSat on May 12, because she was going to have repairs done to her roof, and would need a service call for the dishThe ViaSat representative informed *** *** of all service call disclosures before ordering a service call scheduled for May 23,
ViaSat’s Home Service Provider (HSP) contacted *** *** on May 23, because the technician was unavailable to fulfill her appointmentThere was no answer and a message was left*** *** called the HSP back the same day, at which time her appointment was rescheduled to May 27, The technician went out on the scheduled appointment date, and removed *** ***’s dish from her roof per her request*** *** informed the HSP on June 4, that she would call ViaSat to order another service call once the repairs to her roof had been completed
*** *** called ViaSat on June 7, to order a service call to have her dish reinstalledThis service call was scheduled for June 20, On June 10, 2017, the HSP contacted *** *** to advise that the technician would be out in her area on June 14, 2017, and to see if they could reschedule her for a sooner date*** *** declined the offer as she was out of town
On June 20, 2017, ViaSat collected a payment of $from *** *** for her monthly service feesThe HSP called *** *** the same day to advise that the technician could not fulfill her work order on the appointment date, and to reschedule her appointment*** *** declined rescheduling and advised that she would be going with a local service provider
*** *** called ViaSat the same day, at which time her account was disconnected, per her request
On July 29, 2017, *** *** called ViaSat to inquire about a refund for her monthly service fees, at which time she was informed that ViaSat did not issue a refund for unused services
As resolution to this complaint, ViaSat has issued a refund of $to *** ***’s payment method as of August 1, *** *** should be informed that it may take her three to five business days from the issue date for her to see it deposited into her account
Thank you for 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 Mr*** complaint to our attention We are unable to locate Mr*** account with the information providedIf one or more of the following can be provided, ViaSat will be able to review this matter thoroughly and provide resolution
• ViaSat account number • Phone number associated with the account • Email address associated with the account • Name associated with the account • Full service address Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: exede (Viasat) is currently charging our account $We will now need a refund in order to agree to the original terms.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Mrs***'s complaint to ViaSat's attentionWe apologize for any frustration or confusion this situation may have caused
Mrs*** contacted ViaSat's Customer Service Department on September 23, to request
the disconnection of her ViaSat servicesAs a gesture of good faith and a save offer, Mrs*** was offered a goodwill credit of $to be applied toward her next monthly paymentHowever, when her bill cycled on September 24, the credit did not apply towards this bill
The Customer Agreement signed by Mr*** on September 21, states that monthly fees are payable in advance Customers are also made aware of this at the time of the sale Regarding the charge to Mrs***'s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on September 24,
On September 24, Mrs*** contacted ViaSat's Customer Service Department and spoke with a Customer Service Representative regarding the $collected on this dateDuring her conversation with ViaSat's Customer Service Representative Mrs*** was advised that these credits take business hours before the credit appliesAdditionally, Mrs*** was advised that a refund could be issued but it would take 7-business days or that she could dispute the charges with her bankDuring this call Mrs*** turned the call over to her husband, Keith ***Mr*** was informed by the Customer Service Representative if he wished to disconnect the services he would be responsible for the early termination feesUpon being advised of this information Mr*** began to use profanity with the representative and the call was subsequently disconnected due to the language being used
Mrs*** contacted ViaSat again on September 24, to discuss the disconnection of her account, the monthly credit, and broke down the charges of $Mrs*** did not allow for ViaSat's Customer Service Representative to explain any of this as she immediately requested to speak with a supervisor
In order to bring the complaint to resolution, ViaSat will agree to refund the $collected for the first monthly bill; however, Mrs*** 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 Agreement A 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 returnThe refund of $will be issued to the payment method on file and will take to business days before being issuedAs the monthly charge was valid, ViaSat does not agree to refund for any insufficient funds associated with this chargeAdditionally, ViaSat has included the signed customer agreement for Mrs***'s review
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept everything except for the fact that it was Viasats fault that my account was over draftedI was told I would be charged one amount and was charged something totally differentEverything scribed above happened on the same nightI spoke with a customer service representative before then who was the one who told me I would only have to pay $for my equipment chargesI was not told it would be on my next billI was told it would be on my first billI spoke with more than one customer service representativeNone of them would listen to what I had to say they are more interested in trying to talk over meAs I began to ask for a supervisor each and every customer service rep gave me an excuse of why I couldn't speak with oneI would also like them to be responsible for removing this satellite from my houseI can be responsible for shipping it back but I will not be responsible for removing it and damaging it because I'm not a professional and have no clue how to do it
Final Business Response /* (4000, 9, 2015/09/30) */
If Mrs*** incurred overdraft fee charges due to our charge of $116.56, ViaSat is willing to issue a refund check upon receipt of her rolling bank statement showing our charge caused the overdraft feesAdditionally, per the customer agreement signed by Mrs***, she agreed to return ViaSat's within days after termination of her ViaSat servicesPer section F within the Customer Agreement it states:
"If you fail to return leased Equipment within days after termination of this Agreement, additional charges will apply as specified in the Lease AddendumIf you purchased your Equipment, you are not required to return the Equipment upon termination of this AgreementIn any event, ViaSat is not obligated to de-install the Equipment."
Due to this, Mrs*** is responsible for the return of her leased ViaSat equipmentViaSat does not agree to send a technician to her location for return of the equipmentThe prepaid boxes do contain instructions on what to return and how to de-install
Thank you

Initial Business Response /* (1000, 5, 2015/11/16) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she *** 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, automatic payments, and equipment lease requirementsEach of these points is also addressed in the Customer Agreement signed by Ms*** on May 3, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction
Billing & Payment Method - The Customer Agreement states that monthly fees are payable in advance, and 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 feesRegarding the charge to Ms*** credit card, ViaSat collected an advanced payment of $for the first month of service on May 2, On May7, 2012, ViaSat issued a refund for the amount to Ms*** payment method as a courtesy as she advised she had not been made aware the charge was going to come out right after her installationMs*** was also provided with a credit of $towards her future bills
Regarding Ms***'s billing issues, our review of her account shows that she contacted ViaSat on October 7, to update her payment methodOn January 2, 2015, ViaSat received notice from Ms***'s financial institution that the credit card had been closed, and updated its records accordingly
ViaSat's Credit Card Updater automatically updates a customer's credit card information to maintain current payment information on a customer's credit cardThe goal is to reduce the number of failed payments due to expired credit cards and to reduce the need for customers to call in to update these changes
Between January 15, and October 13, 2015, Ms*** contacted ViaSat ten times to update her payment method because it kept being removed, per ViaSat's Credit Card Updater processOn several occasions during this timeframe, Ms*** was asked to contact her financial institution about her payment method as ViaSat was updating her payment method information based on information provided by her bank
Data Usage - Ms*** was receiving ViaSat's Exede 15GB service plan at $a month plus applicable taxes and a $monthly equipment lease feeThis plan provides 15GB monthly data allowanceCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers *** utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costOur records show that since her installation on *** 3, 2012, Ms*** purchased a total of 30GB of additional data
Our records show Ms*** contacted ViaSat eight times in regards to the Data Allowance Policy, as summarized below:
March 14, 2014: Ms*** called because she believed her Late Night Free Zone usage was being calculated towards her monthly data allowanceShe was advised that she would need to call back to speak with ViaSat's Technical *** department, which was closed at the time of the call, so her data usage could be reviewed; the ViaSat representative also advised Ms***, however, that it appeared her data was only being consumed during the daytime hoursThe ViaSat representative suggested that Ms*** take screenshots of her usage meter before and after the Late Night Free Zone and to send them to ViaSat if she saw a discrepancy
March 15, 2014: Ms*** required assistance with accessing her online usage meter, at which time her password *** resetMs*** advised that she did not believe the usage meter was working correctlyThe ViaSat representative recommended that Ms*** keep track of her network activities daily, and unplug her router when the service was not in useMs*** was provided with 5GB of free additional data as a courtesy
March 9, 2015: Ms*** called because she had received notice that she'd reached 70% of her data usage, and wanted to disputeThe ViaSat representative reviewed Ms***'s account and advised that a known issue was impacting her servicesAt this time, Ms*** was provided with 15GB of free additional data for the inconvenience
April 2, 2015: ViaSat provided Ms*** with 5GB of free additional data in response to a concern she had with her data and the internal usage issue ViaSat was experiencingThis issue was resolved
April 28, 2015: ViaSat provided 1GB of free additional data and escalated her data concerns internally for review
*** 5, 2015: Ms*** was provided with a free service call and 2GB of free additional data for her data concernsThe service call was completed on *** 7,
September 29, 2015: Ms*** called because she'd exceeded her monthly usageThe ViaSat representative reviewed her monthly data with her
October 5, 2015: Ms*** called to dispute her usageThe ViaSat representative provided Ms*** with a $goodwill credit
Equipment - The Customer Agreement advises that customers are responsible for returning ViaSat's modem and transceiver within days after the disconnection of their accountFailure to return the equipment within this timeframe can result in an unreturned equipment fee of $300.00, not including taxesViaSat has a UPS box, free return shipping label and illustrated instructions delivered to a customer's home within a week after their disconnection for the return of the equipmentAny service call request for assistance with the uninstallation of the equipment is associated with a chargeable fee of $Currently, ViaSat is offering a promotion that offers this service call at a nominal fee of $
Exede Voice - Ms*** contacted ViaSat on August 19, to add the Exede Voice product to her account, at which time she also requested that her telephone number be ported over from her previous carrierOn August 29, 2013, Ms*** called for assistance in activating the Exede Voice Adapter, but was unable to get a dial toneMs***'s concern was escalated internally for review and resolution the same day
ViaSat's Telephony Operations Group (TOG) made two attempts to contact Ms*** on August 30, and August 31, in regards to an issue she was having with her adapter with messages leftMs*** did not contact TOG back regarding her Voice concerns, and did not advise ViaSat of any further issues she *** have experienced with the Exede Voice service
On August 14, 2014, Ms*** called ViaSat to cancel the Exede Voice service, claiming she had never managed to get it to workDuring this conversation, the ViaSat representative offered to send Ms*** a new adapter, but Ms*** declined the offerWhen asked if she'd called Verizon to have her telephone number ported back over, Ms*** advised that she did not want the telephone number anymore and was aware she would lose it once the Voice service was disconnectedMs*** was provided with a $goodwill credit at this time
In total, Ms*** paid $for the Exede Voice service between September 4, and August 14, In order to come to a resolution regarding this particular issue, ViaSat will issue a refund of half of the total Exede Voice paymentA request for a refund of $to be delivered to Ms*** via check has been escalated as of November 16,
Speeds - The Customer Agreement advises that the service speeds *** vary and are not guaranteedCustomers are also advised of this at the point of saleDue 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
Our review of Ms***'s account shows that she was actively using the service during her term as a ViaSat subscriberMs*** also received a total of $in goodwill credits and was provided with a total of 28GB of free additional data ($total) by ViaSat's representativesIn light of this, ViaSat does not agree to provide Ms*** with a refund of $However, to further resolve this complaint, and in addition to the refund of $185.70, ViaSat will also waive the balance due of $from Ms***'s accountA credit waiver for the amount has been applied to the account as of November 12,
We apologize for any frustration or misunderstanding Ms*** *** have experiencedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the company's gestureWhile I can say I did receive some compensation through the course of my service it does not equate to my level of frustration I appreciate my final bill being compensated and accept that as part of the agreement I would appreciate an additional gesture of having someone come to my home and remove the required part from my roof My husband is in no physical condition to perform this work without substantial risk to his personal well-being If the credit remaining on my account will cover this than please use it Since cancelling my service I can no longer log into my account to confirm the status or amount of the credits applied to my account and have not received any paper bill or other confirmation of my final bill

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I didn't create a new account ViaSat did, neither did I request my old account be canceledI asked that my account and service continue ViaSat business practices appear to be inherently dishonest
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: ViaSat closed my open online ticket within hours of it being filed, offering no resolution as they stated The service has already been completed and we were forced to upgrade our service, due to what I see as unethical (possibly illegal) business practices The settlement money that is listed is based more on the principle of the situation, than the dollar figure Unfortunately it took me filing a complaint with the Revdex.com to get a response from the company different than "MrHaase there is not anybody that can resolve this situation for you." The service tech then said it was their faulty equipment when he came out which makes matters worse
Sincerely,
*** ***

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.
*** ***

Initial Business Response /* (1000, 6, 2015/08/03) */
Thank you for bringing *** complaint to ViaSat's attentionWe apologize for any confusion surrounding the equipment return policy
*** contacted ViaSat's customer service department on May 17, to request the
disconnection of his ViaSat account as he was moving and not retaining servicesDuring his conversation with ViaSat's customer service representative, *** was advised that he was 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 pre-paid return shipping label was delivered to his home address within a week after his disconnection, and included illustrated instructions on what equipment he needed to return
The leased ViaSat modem and transceiver were not received by ViaSat until June 18, 2015; therefore, his account was included in a file to comprise of customers who failed to return their equipment within the day time frameSubsequently, ***' ViaSat account was charged $to the payment method on file on July 16, However, *** was issued a refund of the $on August 1, due to the return of the equipment
As a refund has been issued, and ViaSat did not receive the leased equipment within the day time frame, ViaSat does not agree to refund *** any furtherThe refund of $should be received by *** within three to five business days from August 1,
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 8, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is craziness
1st they keep telling me what was told to me on a phone callIf they have a recording of that call it would be greatClearly they don't or haven't listened as I closed my account because of Cable Internet being available not movingThe thing I do remember and my banking records will show is they have the capability to immediately refund your money as I was already charged for the upcoming month and the nice young lady credited me back immediately
2nd why when it's what they are committing its BUSINESS days apparently for me weekends count as well? In trying to recover my money they keep talking about business daysWhy wouldn't the days start after I received the shipping boxes? Why wouldn't that be made clear? Not to mention they received it the 18th and the 16th was physical daysWhy wouldn't the clock stop once UPS has the package? The entire process is silly and inefficient
3rd they are stating they received it the 16th and I was not charged until the 18thSo why would I be charged a full month after they received the merchandiseThey had more than enough time to verify that the received all of their merchandise in good shape
4th I called them on the 18th where the guy basically accused me of lying and not sending everything back because the box didn't weigh enough (Lets listen to that tape too) He told me I should have my money in business days after his subordinate said 5-and go figure they were both wrongCan you all get the story straight? Because again the 1st lady was able to magically give me my money back for the monthly service charge the next day without me even asking
Dealing with this company was great for over years and even the lady who closed my account but since then it has been a catastropheNobody operates with such inefficiencyThe customer always gets a couple of day's leeway just to cover potential problems with the carrierTaking over $out of one's account causes a financial burden and when you don't have any process to quickly remedy the impact is only amplifiedHaving standards of business days for yourself and trying to use actual days for me is confusing to the consumer and should be explained thoroughly as well as what constitutes received (received by carrier, received in warehouse, received and verified)
$additional compensation is barely a gesture after this awful experienceThe timeline makes no sense that I was ever charged days after they received their merchandiseI told I would be billed if I didn't return equipment and no time did I authorize them to take anything out of my account other than monthly charges and did she say that would be the case
Final Business Response /* (4000, 10, 2015/08/14) */
As mentioned in our initial reply, *** leased equipment was returned on June 18, and ViaSat did not received notification from UPS prior to the charge being collected on July 16, As *** did not return the equipment in the day time frame the failure to return the equipment fee was assessedHowever, ViaSat did issue a refund on August 1, for the $collected on July 16,
Prior to disconnecting, *** was advised of the lease equipment recovery process, and advised of the day time frameThis time frame does begin on the date in which the account is disconnected; however, this does include weekends
If this withdraw resulted in overdraft fees with his bank, ViaSat would be happy to reimburse *** those overdraft fees*** would need to please provide a running bank statement showing the balance before and after we withdrew the moneyHowever, we believe the full refund provided of $on August 1, addresses *** complaint
Again, we apologize for any confusion or frustration this situation may have caused

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

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.The above sentence is satisfactory if this does not show up on my credit report. I requested three times for a final bill and each time was told one was on the wayI never received any of those three, however I did receive the letter from their collection agency. So, it's hard for me to believe a final bill was ever sent to me. When you are trying to pay your bill and are told things and get no help from the company you are trying to pay...makes me uncomfortable. So, once again if this does not show up on my credit report I'm satisfied, despite not receiving proper help. Thank you for your time.
Sincerely,
*** ***